Foothill Tile & Stone Co

.

Recently bought a home and needed to replace some tiles. I took a tile in to replace. The assumption was it was a 12" by 12" tile. Moving from a home of 33 years to this new home I had no idea that 13" x 13" tiles were popular 4 years ago. They never measured the tile and ordered 12" by 24" in this outdated tile ( I would have to cut, no problem). When I got the tile home I realized the original fro 13" by 13". I called and told them I needed to return tiles. The first thing I was told was they couldn't take them back. I thold her it was the wrong size and asked why she hadn't measured it. She said they don't do that and take the customer's word for it. I said I brought the tile in. She said, "You brought a smaller tile in."  I said, no I brought the correct tile in. After checking with a manager she told me I could return the tiles but they would charge me a restocking fee of $24.00. I was not happy about that since the tiles were intact. I returned the tiles to the store with original tile and asked again, why they hadn't meaured. She said it was clear on invoice that they didn't measure. I had received involce after order was made and never informed of this. In fact the print on the invoice was so small you would need a magnifying glass. I asked to see the manager and told my story again and thought at the very least they should not charge me a restocking fee. I had picked the tille up and returned it to the store. He stood by the employee. I told him that what made me more upset than anything was that the employee told me on the phone that "You brought in a smaller tile". I would not recommend this shop to anyone. Customer service is poor. The few times I went in, the employee never left her chair when I walked in the door. That should have been my clue to lack of customer service. There are plenty of tile places in Pasadena and the surrounding area that I have visited since and have good customer service.

We had a patio done in slate, and we were able to find a great variety of slate there, where typically there is only one kind at a store. They also helped to make sure that the job was done right, and they were a great asset.

We asked for a non-crackling custom tile the day we went in. We were shown samples per that request and ordered one of the tiles. It came, was installed, and then began to crackle. I contacted them and they initially refused to help (other than to offer to pay to have the whole thing torn out and re-started with a "hope" - not a guarantee - that it wouldn't happen again!) even though they admitted that we did not get what we asked for - unacceptable, so I asked them to work with me to find a reasonable discount to compensate for the incorrect tile. They refused. They finally (after months of my having to spend hours and hours on the phone with the bank and meeting with third party professionals and on emailing etc!) agreed to a discount after my credit card company went to bat for me with them. The initial salesperson was great and really tried to help, but I didn't have the same experience at all for those she worked for.

THEY WERE REALLY GOOD. IT WAS SOMETHING THAT IT WAS GOING TO BE HARD WORK SINCE I WANTED DIFFERENT KINDS OF TILE AND IN DIFFERENT PATTERNS. BUT IT ALL TURNED OUT GREAT.