We ordered tile made by your company from Virginia...

We ordered tile made by your company from Virginia Tile in Lenexa, KS. When we placed the order, we were told the tile would come in within 2-3 weeks. It clearly stated this on the selection sheet.

So far, we have been given 4 different dates on when the tile order will be complete. The most recent one is 13-May-2018. This puts the order out to almost 12 weeks, which quadruple the 2-3 week window. Our installer has stated Virginia Tile provided us both with the wrong window for completion. He stated they should have listed 3-6 weeks.

But with that being said, your company clearly should not continue to state the tile will be ready for pick up on one date and then at the last minute provide another completion date. And, it shouldn't take 12 weeks.

Last week, we were told the tile would be in on Friday. Then, we found out that wasn't possible and it wasn't going to come in until this Friday. Only when I decided to complain to Virginia Tile's customer service line today did I find out the new date of 1-May-2018. I spoke to Georgia, a supervisor at Virginia Tile. Since then, I have spoken with the installer. He now says the tile will not be ready for pick up until mid May.

What has occurred thus far disrespects our tile installer's schedule and ours. Our installer schedules work to be completed and continually has to reschedule because of your company's lack of proper communication and failure to produce the tile as agreed to when purchased. And I have gone as far to take time off work only to find out no installation will occur. I guess we could cancel the order and order a different tile someplace else, but then we d have to wait at least another 2-3 weeks for that tile as well, which places it out at your new production and delivery timeline. Not pleased at all. . .

Update: The tile came in around 12 weeks and it was made incorrectly. It was supposed to be 1/3 of three different colors and was supposed to be random. It was made 1/2 white and was a pattern. Our installer got his money back and we went with an in stock subway tile.

It is disappointing to see Oceanside is able to respond to a Google review in order to attempt to show customers they want to fix the problem, yet I contacted them by e-mail well before this complaint was ever written and they never responded.

Through the BBB, they stated the tile was made incorrectly twice, which was the reason for the delay. Yet they told Virginia Tile that their kiln was broken. So, the tile was made wrong three times by the end. Either way, they clearly should have communicated with Virginia Tile in a more professional manner, promply giving notice if they could not honor their promised dates.

This officially cured us of ever doing a custom tile order again. Good luck with your business model, Oceanside.