Emser Tile Complaints & Reviews

Emser TileTerrible Tile Quality and False Advertisement

On Oct. 7, 2010, I placed an order of Emser tiles (384 sq ft of "Eclipse Steel", 126 sq ft of "Eclipse Cotton" and 12 sq ft of "Strands Oyster" through a tile broker called Coliseum Tile for a total of $2, 699.92. On Oct. 16, 2010, I also placed an additional order of 12 sq ft of “Eclipse Cotton” for $61.24. The name of the representative from Coliseum Tile is Max. This complaint is in relation to the Emser Eclipse Steel and Eclipse Cotton tiles – total of 522 sq ft ($2663.96). After I placed the orders through Coliseum Tile, my contractor picked up the tiles from Emser Tile (San Leandro, CA location) to install on our floor and walls. I randomly opened a few boxes and looked at the top tiles to confirm that the tiles were right and good to install. After my contractor installed approximately 250 sq ft of the Eclipse Steel and Eclipse Cotton tiles, I saw that around 40% of the tiles have major quality issues, primarily high color shade variations within each tile. Some tiles even have more than 3 very obvious color variations. I picked a few unopened boxes of tiles and checked tile by tile in each box, and found close to half of them had the same issue (high color variations within each tile) and they were mostly hidden underneath the top tiles that had no issues. I am not constantly monitoring the contractor installing tile by tile. I trusted the company’s quality rating on the tile and am very disappointed that I was given tiles with much lesser quality.

The Emser "Eclipse" tiles are advertised to have the lowest variation in color shade, V1, on a scale from 1 to 4, with V4 being the highest color shade variations in the tile. The Eclipse tile that is displayed at the Emser Tile showrooms (both the San Leandro, CA and San Jose, CA locations) also has no color shade variation, close to being uniform in color. On Oct. 29, 2010, I contacted Emser Tile San Leandro location and discussed this tile issue with a representative named Jeremy Brown. I forwarded him a photo of a discolored Eclipse Steel tile and he noted that the tile is not meant to have such a high color variation. On Nov. 1, 2010, when I followed up with Jeremy, he mentioned that some tiles in the region also had the same quality issue, but did not get back to me on resolution. I also contacted Max at Coliseum Tile to seek resolution/refund for the Emser tiles, and he has not responded to my request.

I had purchased the tiles based on the low color shade variation as advertised (and displayed in the showroom), and had received low quality and discolored tiles which is not acceptable. I also now have to pay additional labor cost to remove the tiles and re-install new ones. I have lost trust in Emser completely.

  • Ti
    TimWyndi Fua Jul 16, 2017
    This comment was posted by
    a verified customer
    Verified customer

    I just put Emser Explorer Melan 12x24 in my house. They will not come clean. My floor hasn't even been in a year yet, and every footprint ...anything that dropson the floor every drop of water anything stains it, they constantly look dirty. I have only used vinegar and water I scrub on my hands and knees and the stains and spots will not come out or come off, waiting for him for tile rep to get back to me

    0 Votes
  • Li
    Lisa Wadas Aug 30, 2018
    This comment was posted by
    a verified customer
    Verified customer

    My husband had worked for this company for almost a year . He had got hurt at work two times and did everything they had told him to do, like go to the doctor and get doctors note to return back to work . The doctors told him he could do light work . Emser tile told him there was no light work . Being out of work because of his injuries time want by and he was told that he could not return back to work cause his case was under investigation. They had fired him . Well my husband had to file for unemployment . When The Va unemployment office had talked to Emser tile they stated to he just abandoned his job . Well that was not true . The HR lady lost her job cause she had lied about my husband .But the Manager is still working there . We had lost our home because of these people .DONT WORK THERE
    Now there is light work and things have change every since my husband had left .Its not fair and we are still looking for answers

    0 Votes

Emser TileAvoid this corporation at all costs

Eugene Oregon - was told they were not a "retail" store and they didn't "need my business" - all because I requested the "manager" help the employee field calls while we worked on a material/design plan at which point, the manager told me he would not help his employee. After the employee finished w/call, I was told if I was going to talk to them "this way", they did not want my business...long story short - my contractor will no longer do business with them. I will do my best to tell everyone I know to avoid this corporation at all costs.

  • Br
    Bruce - Emser Nov 25, 2010

    Joe,

    I am a corporate leader from Emser Tile. I happened upon this website on the internet today, Thanksgiving Day of all days. I am sad to hear about your experience with your local Emser Branch in Eugene, and wanted to reach up to you.

    What you describe is not how we choose to do business, and if these events transpired as described, I regret this service level occurred. While it is true that we are a wholesale partner to many flooring outlets, and therefore we are not a “retail” store open to the public, we do our best to help walk-in customers, and contractors, with selections and design suggestions. This happens every day throughout the country at our Branches and we are well known for our high service levels. Obviously what you have described is not in line with our philosophy.

    I did note the date around which this incident occur. While not in any way an excuse, as a business peer I am comfortable sharing with you that during the early part of 2010, we had a management person leave abruptly, and the Branch did not have a manager on-site for many weeks. Our team kept the Branch going during this time, but it was a difficult situation for them as they were short-handed and missing a critical role to the business. This may have contributed to the way the situation was handled.

    I am happy to report that our new Branch Manager, Dave McAnlis, came on board just a few weeks after your posting. I would like to ask Dave to reach out to you so he can apologize for your past experience and so that he can show you Emser’s true service levels. Please send me your contact information so I can forward it to Dave, or visit the local Branch and let him know that I sent you in.

    Thanks for you past patronage and I hope we can regain your business.

    Bruce

    Emser Tile

    0 Votes

In The News

Unhappy consumers gather online at Complaintsboard.com and have already logged thousands of complaints
If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
One of the largest consumer sites online. Posting here your concerns means good exposure for your issues
A consumer site aimed at exposing unethical companies and business practices
ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people
You'll definitely get some directions on how customer service can best solve your problem