Centura Tile

London/Windsor area will not return emails . Poor customer service in resolving a defective product . Would never purchase with this company

Extremely incompetent and unprofessional; Sales rep was unresponsive by phone, text, and emails in providing on order with quotes for all the rooms in the house after spending two half days with her in the show room. After several weeks and after referring to a manager, sales rep sent an order that has missing selections, wrong selections and quotes not assigned to any selections, and an email requesting for payment. She did not even work with the contractor to confirm and update the quantities based on the tile designs and the appropriateness of the tile sizes which she selected without discussing with the client.

The tiles are overpriced considering their lack of customer service and limiting return policies. Showroom reps were quite frustrating and either didn’t know their product well or didn’t pay attention to the customer needs (which led us to waste our time having to come back multiples times).
After purchasing some tiles from Centura we scoured a few more tile stores in the east end (for more tiles that we needed) and found the same tiles we purchased at Centura going for almost half the price!
Save your time and most importantly your money and check out other stores that don’t have better inventory/customer service at lower prices!

So I went to Centura tiles at the recommendation of my company that's doing my bathroom renovation. At first it was hard to find a sales person, but finally we got one and ordered the tiles we liked. We even talk about various delivery date and how one of the tiles we picked is coming from somewhere else and it'll take one week. We picked a delivery date, paid the bill, left.

When I got home, i noticed on the invoice, my address had a typo. So I called back. Order desk first told them it can't be changed...then transferred me somewhere... then the next person was more helpful and fixed the typo. Great. 5 minutes later, I got a call from the original sales saying the delivery isn't set up. Why did we talk about delivery date if you weren't going to do anything about it? Apparently having tiles transferred from another location blocks delivery setup??? Perhaps you should tell your customer that. Fine...we sorted that out....paid for delivery over the phone.

Day of the delivery, 3 days before the job start. Not all the tiles came. The tiles that were being transferred in didn't arrive. The original sales wasn't there so I got someone else and this one says it takes 3 weeks for the tiles to come in. 1 week AFTER my job would be finished. and Apparently tiles transferred in a FINAL Sale, cannot be returned. Something that was NOT discussed. We talked about when my renovation will start.

Why would I pay for tiles that will arrive after my reno is done?? I am simply shocked by this level of customer service.

Update: Ok, so I went back to the store, finally talked to people who knows what they are talking about. The two sales floor managers were very helpful in explaining the situation. it's not going to take 3 weeks, the shipment went missing. I don't know why the lady on the phone feel she had to make something up. She should be restricted from picking up phones. Anyways, they let me choose a replacement tiles that worked out to be the same cost and very similar. I picked it up in 15 minutes and I was all set.

So lessons learned - Don't rely on their warehouse transfers, get what is in stock. Don't call their phone and expect useful support. Confirm your orders every week because they sure won't tell you.

A wide selection. Staff were very helpful and willing to assist with the choice of our tile. Phone calls were returned and advice was given where appropriate. We had the tiles installed and they look great. Our contractor was even impressed by the quality of the tile.

We were very excited to choose a lovely accent tile for our shower at Centura. The clerk we dealt with was going to call the company to see if we could order only a certain number and get back to us. We were told they could, so asked to put the order through. My husband called them twice to double-check and both times they said the order went in. Flash forward two weeks and we get a call that we never gave them a credit card number so the order hadn't been put through (our reno was to begin in 2 weeks). So, we ordered right away. Flash forward another two weeks. Turns out they can't get the accent tile as they're completely out of stock and unavailable for 6 weeks. So now we have to choose a tile that is available today for our accent so it's ready for the start of the reno tomorrow because they took 4 bloody weeks to tell us they couldn't even get the tile. And if I can't find a tile I like, my bathroom reno will now be in limbo as it's the only shower in the house. To say I'm mad is an understatement. I will never order tile from this company again.

I had an incredible experience at Centura. They have some great staff on hand, and I had the good fortune of meeting Linda when I came into the showroom to select tile for my full home renovation. The task of choosing tile for my home was very daunting, as it is easy to get overwhelmed and confused when you have so many options. Linda was able to look at my hardwood floor sample, and she chose a tile within minutes that I absolutely loved. From that point forward, I only trusted Linda to help make all of my tile selections, and made every single tile purchase from Centura. I have been so happy with each and every selection. I have had established designers and personnel in numerous décor stores tell me just how beautiful all of these tile selections are.

Centura also has a lot of very chic, and beautiful contemporary tiles. At some pretty reasonable prices, you can create a high end look. I would only come back here for any tile selections!

Do not make any other plans for your day when going to centura because they are quite literally the slowest when it comes to helping you, giving you information, or getting your order together for you to get started on your project. I understand they're busy but waiting 2 and a half hours to pick up my order is simply too long. It wouldn't be so bad if they told you how long it would be (maybe go get lunch or something) but they just leave you hanging and if you ask they act all annoyed and reply "soon".

Centura was pleasant enough to deal with - but did not stand behind faulty tiles they sold.
My wife and I went to Centura a few years ago and purchased a large number of Porcelain tiles, which we chose mostly because Porcelain tiles are supposed to be low maintenance and durable. We spent over $9000 on the tiles alone.
After about 1-2 years, a not small number of tiles started to develop ugly pock-marks. We contacted both Centura and the manufacturer (in Brazil) and documented in pictures the damaged tiles. The manufacturer admitted that there were some defects in the manufacturing process - but we had no recourse with the manufacturer who are outside the country. We have approached (initially without lawyers) and have asked Centura to replace the damaged floor and stand behind the product they sold. After being ignored for a while and many repeated emails to various Centura people, we were basically told that they were not going to help us one bit. We are somewhat burned out, and would prefer not to have to sue, pay lawyers etc, but I'm thinking we will have to go that route.

So, don't look for Centura to actually stand behind anything they sell. We invested a lot in the product they imported and sold - and now, despite the manufacturers admissions, they are leaving us high and dry with a damaged floor.

Yes, they have a great selection. But the customer service is not great. It's hard to find a sales person to help you and in my experience, they weren't very informed or able to answer my questions. They also got irritated when I asked for help at the counter (because I couldn't find any sales people on the floor).

What really irritated me though was that after spending close to $2000 buying tiles, when I tried to return tiles they refused to accept them, even with a 20% restocking fee. It was after 30 days but it was a popular tile they still carry in stock. What a way to treat a good customer. Needless to say, I won't be going back or recommending them to friends. That are plenty of good tile stores in Toronto that know how to treat their customers.