This is my first bad review that I've ever given to Homestars. If service wasn't up to par, typically I wouldn't bother writting anything. For good service, I'm typically praise the company.
I purchased my backsplash from Keramin. I let them know my install schedule. I hoped to have the work completed within 2 weeks. They told me the product was in stock. I was told they would call the coming Sunday, to make arrangements to deliver the tile on Monday. I scheduled the contractor around the planned delivery. When I didn't receive a call on Sunday, not knowning when the tile would be delivered, I made arrangements to have someone at the house all day Monday. When I got home, and nothing showed, I cancelled the tiler who was coming in the following day.
I followed up with Keramin on Tuesday, spoke to Aaron, to find out what happened, and was told that they were out of stock, and the shipment was coming in the next day. I was told that I would get a call on Thursday to make arrangements for delivery. Knowing that - worst case - I could pick up the tiles myself, I rescheduled the tilers for the following Monday morning.
I didn't get a call on Thursday as promised, so I realized that I wouldn't be able to rely on their delivery service and I would need to pick it up myself. I called on Saturday intending to make arrangements to pick up the backsplash, and reached someone who told me they were closed on Saturdays, and that I should call back on Sunday. I was a little worried since this only left me with one day before the tilers were showing up - so I pushed the issue with the person on the phone. He was familiar with the tile I ordered, and informed me that they were out of stock, and weren't able to reorder. They had variations of the design I bought, but nothing that would work.
I called on Sunday, and spoke again to Aaron, who repeated the same story.
Mistakes happen - but what really bothers me is the lack of customer service to correct the issue. During this entire period, nobody contacted me as promised. They were content to accept my money for the tiles, but never followed through on their commitments to call and arrange delivery. It sounded like there was an issue with getting the correct tile ordered (which ironically they told me was originally in stock), but there was no attempt to call me and let me know.