Stay away: there are many better options out there. We spent over $50k with them on a new build in 2015. After a few months, an expensive powder room sink began cracking. We complained and sought a replacement. You would expect a high end sink to last more than six months, especially when it is rarely used. After many months of back of forth and plethora of excuses from Tiles Plus, they still have not provided a new sink. They blame the builder, the manufacturer, and even us, for somehow causing a crack in the sink. They were not willing to stand up for their products. I would have expected that given the amount we had spent, they would quickly stand up provide a replacement. I am sure, if we were mid build, still spending money, they would help us; but now that the spending is over, it seems they would rather avoid us over an issue that is worth less than 3% of our original spend.
- Approximate cost of services:
- $55,000.00
- Company Response
Tiles Plus has been offering expert advice, service and high quality products for 30 years.
We appreciate the patronage of all our customers.Mr Cunningham reported the sink cracked, 7 months after having it installed.
This sink, as with all our products is covered under the manufacturers warranty. We promptly submitted the claim on his behalf to Toto USA, a highly regarded and reputable manufacturer.Toto reviewed the photographs, analysed the crack and subsequently deemed the sink was not defective and did not crack on its own. They stated the crack was the result of outside trauma.
Either the sink was hit with something and cracked or, when the faucet was installed, over tightening could have weakened the china.Unfortunately Mr. Cunningham was not interested in having a discussion on the matter, only continued to demand a replacement.
As a retailer we are responsible for ensuring that our clients receive their order complete and in perfect condition, and will provide a replacement if damages are found within a reasonable period of time.
After 7 months, we cannot provide a free sink at the clients demand. The matter must be reviewed and replacement is at the discretion of the manufacturer.