We ordered a tile backsplash from Mosaic House for our kitchen, and they ended up sending the wrong size border. An honest mistake in and of itself I was not upset about, but when we asked them to reimburse us for paying our tile installer who made the trip out just to find un-installable tiles, they refused and said it was not their responsibility. Apparently it was OUR responsibility to pre-assemble the tiles (not a quick job) and measure every piece to double check their work before we called the installer. Ridiculous. How about THEY double check their work before shipping the product to us?!?! So we were left with paying an extra $125 on top of the already very high price to our tile installer, which he was rightly owed, because of their mistake. I do not consider myself to be a fussy customer but it seems like a no-brainer to me that rule #1 of customer service is that when a business makes a mistake they should cover all extra costs associated with that mistake.
They sent another package with the correct size border and our installer was able to work with them, but it was still far from a straightforward job as the tiles had to be trimmed considerably in order to fit within the border, and the whole mosaic still wasn't the exact size we'd asked for so we had to do some re-measuring. This took our installer a fair amount of extra time.
All this being said, I have to say that the tiles themselves are gorgeous. I just wish that their customer service was on par with the beauty of their product. By refusing to pay for the extra fee from our tile installer, they effectively soured a customer's experience, secured a negative review here and any other place we can find online to review them, and prevented us from recommending them to anyone who visits our house and asks about our tiles. I do hope that saving the $125 is worth all of that for them.
