We have had a decent relationship with a tile store in town that has been in operation about a year.
Recently, a customer selected a special order tile, which I believe was the first time we’ve special ordered anything from this store. Here are some pics of the sample board and samples of the delivered tile.
As you can see, the colors of the sample board are not exactly representative of the lot we received.
The dilemma we are now faced with is how much of the problem is within “industry standards” and how much is an inaccurate sample board? We don’t want to demand an uncessary concession, but at the same time the client is not 100% pleased with the tile and I feel we need to go to bat for them.
What have been other’s experiences with special order tile (and other items) and what was the resolution?
Edit- Added “special” to ordered in the second paragraph
Jon Blakemore RappahannockINC.com
Fredericksburg, VA
Edited 12/22/2006 8:59 pm ET by JonBlakemore
Edited 12/22/2006 9:01 pm ET by JonBlakemore
Replies
Well, first off understand it's not the store's fault, unless they misrepresented the possible color variation. (To what extent it may be the store's RESPONSIBILITY, of course, is a different question.)
The expected variation in color (and other features) will depend in part on the type of company that produced it, and the type of tile. Tile from a small "primitive" Mexican producer, eg, might have considerable lot-to-lot variation, while you'd expect a major producer to have tighter control.
Have you contacted the producer?
No, we have made no contact with the tile producer.Frankly, I would never do that because, at least in my opinion, having to go up the chain like that would mean that the relationship with our supplier was totally shot. I don't think it would get that far.
Jon Blakemore RappahannockINC.com Fredericksburg, VA
The problem obviously is that center tile.
Pop it off there and put one of the others in its' place.
Solved.
Joe H
I should tell the client that if you turn the tiles over, they look almost exactly alike.
Jon Blakemore RappahannockINC.com Fredericksburg, VA
I see a tile near the center of the pic that is mottled with grey, brown and possibly greens.
The other 6 tile surrounding it may as well be tile from another manufacturer. Not even close.
[email protected]
It's Never Too Late To Become What You Might Have Been
Looks to me like a Travatine tile. As a natural stone product, no tiles will be the same. There will be variations in the veining and color. It is possible that the tiles come from neighboring quarries and were mixed by the supplier to fill the order.
Where are the tiles to be installed? It could be that the tile that seems to be more out of what your client thinks is the norm can be used where you have a cut tile or tile covered partially by some cabinetry. I don't think it's too far off, but that could also be the color on the photo.
Jon,Most tile has a code as far as color variation. Talk to the distributor and see if he will make the order work with no cost to you. He may be getting his products though a distributer that is trying to unload some surplus stock at the end of the year for inventory.Chuck Slive, work, build, ...better with wood
Steve,Could you tell me more about the "code" that you speak of? I have never heard of this, but it sounds like exactly the piece of information I could use on this job and in the future.
Jon Blakemore RappahannockINC.com Fredericksburg, VA
Jon, here's what I know of special order tile. Shipping is the downside to any tile order. Suppliers frown heavily on returning any of it. How big an order? Comes from?
Whenever tile is mentioned, "some variation in color / pattern " is the next sentence. This is the universal "way out". I saw the tile example in your other post. If the customer doesn't want it I would do all I could to get a return, perhaps with a return charge I guess. Could there possibly be any guarantee that a re-order would be more like the chosen color? Doubt it. Older samples can vary greatly with a newer version of the product. Nat. stone is even more varied as they move along the quarry.
And lets not get started on the grout.
Since you mentioned porceline, I would not expect such a variation unless the sample is old and they have since changed the make-up at the plant. It almost looks like a different tile from the same " line" of that certain tile. In other words, different color. Have you checked closely the numbers on the box and how they compare to the order? Is this a US tile company or an import?A great place for Information, Comraderie, and a sucker punch.
Remodeling Contractor just outside the Glass City.
http://www.quittintime.com/
Have you checked closely the numbers on the box and how they compare to the order? Is this a US tile company or an import?
I was thinking the sample may have been mis labled from the get go. They ordered from that number but it is NOT the sample shown.[email protected]
It's Never Too Late To Become What You Might Have Been
Hey big boy, I drew your name in the gift exchange..........again.
Do not expect anything so creative and usefull as last year.
And don't hold your breath, you're on the short list of things to do.
But, persevere...........I will come through.A great place for Information, Comraderie, and a sucker punch.
Remodeling Contractor just outside the Glass City.
http://www.quittintime.com/
Hey big boy, I drew your name in the gift exchange..........again.
Ain't that a kick in the as s!
You must have gotten yours by now. It's one of my favorites to receive.
Hope you have something in mind to use it for.
Peace and Merry Christmas![email protected]
It's Never Too Late To Become What You Might Have Been
Get the #### outta here.
What, Neil misfumble the thing and picked up last years list?
Not here yet, but you know the postal service this time of year.A great place for Information, Comraderie, and a sucker punch.
Remodeling Contractor just outside the Glass City.
http://www.quittintime.com/
The problem I find with manufactured tile is that the color will vary with the manufactured lot. I will usually buy more than I need when I buy tile. So it will match.
View Image Official Jeff Buck Memorial Tagline "
The problem I find with manufactured tile is that the color will vary with the manufactured lot. I will usually buy more than I need when I buy tile. So it will match.
But the problem here is not the tile in the lot we purchased matching each other, the tile on the sample board does not match the tile that we received delivery of.
The tile supplier said that color variations are expected, but the color variation between the sample board and the actual tile is almost too much.
Jon Blakemore RappahannockINC.com Fredericksburg, VA
Try this Jon. Contact the manufacturer or distributor (not your supplier) and ask for a sample of that tile. See what they send.A great place for Information, Comraderie, and a sucker punch.
Remodeling Contractor just outside the Glass City.
http://www.quittintime.com/
I understand that Jon. The color of tile will vary from lot to lot. Sometimes a little..sometimes a lot
View Image Official Jeff Buck Memorial Tagline "
The tile in question is a porcelain tile so they are not a natural product.I guess my big problem with this issue is that I don't know very much about the manufacturing of tile. If we were talking about wood cabinets, I would understand the many different factors that can affect the appearance of the wood. Hopefully, I would have been able to explain to the client, prior to ordering the cabinets, that the age, health, and many other factors of the wood will affect the actual appearance.I'm not so sure about tile. Maybe the color variation is within what would be considered reasonable in the tile world, but maybe it's not.All the tiles are being installed in a foyer area, and they are all pretty similar to the six tiles in the picture (other than the tile affixed to the sample board, of course).
Jon Blakemore RappahannockINC.com Fredericksburg, VA