Ideal Tile of Ocean- Tile and Stone Design Center

I can't express strongly enough my absolute frustration with this vendor. I ordered some very beautiful Red Rock tile last year to finish a fireplace surround. The order took longer than promised to arrive, but I assumed that the delay was related to the holidays. I placed an additional order for 20 6-inch pencil molding pieces on January 20 to make the project look more finished. At the time, I was told by the salesperson that the order would probably be quick since these types of pieces are usually in stock ready to be glazed. Well, it is now 7 weeks later and, despite numerous calls to the store, I still have no idea what the status of my order is. Four of my calls resulted in a promise to check with Red Rock and call me back to let me know. NONE of these return calls ever occurred. I finally called Red Rock directly and found out that Ideal ordered the WRONG items, which had resulted in a significant delay in completing my order due to the complexity of what they ordered. I found the store manager, Kathryn, to be rude and unhelpful. She actually disputed every fact that I provided on my experience with my tile order to date, despite the fact that she was not involved in the actual order and had no direct knowledge of the facts. Her promise to call me back after she actually figured out what was going on was never fulfilled. I am about to have my credit card company challenge the charge. This store is completely unprofessional, non-responsive and client-service challenged in a way that makes me wonder how they stay in business. My advice - pick another vendor if you are shopping for tile in Monmouth County.

I purchased over $2000 worth of product. I returned approx $50 worth of product. I was told by their son that I could receive a check for the $50, but I decided to wait several months as I wasn't sure if I was going to purchase more tile. Several months went by and I decided to take the refund check, so I emailed the sales person, who was one of their daughters, Oriana. After several emails I have not received any response, so I emailed their main company email, and still no response. Life goes on, so I eventually forgot about getting this refund, so months go by and now I have called 3 different times, and spoke with 3 different people (including Joe), was told Kathryn is in charge and will call me back. And one person told me that only credit is given back. Well, credit isn't good enough especially since that is not what I was originally told. Why should I wait to give more money to a place that doesn't communicate, says I would get a refund then says they only give credit, and fails to assist me to the best they could? I haven't received any call back. I finally got to speak with Kathryn, after I called them (of course them not calling me despite my 4th phone call), and of course I was mad and she had to listen to why, but she has to deal with it, it is called customer service. She told me she would look into this and call me back. I have not heard back since. After spending over $2000, I am asking for my $50 refund which I was told I was going to get. Obviously they don't value my business and have staffing issues, otherwise one of my 10 emails would have been addressed and/or I would have heard back from them instead of me hunting them down, and a simple refund would have earned them thousands of dollars more in future business and referrals.