Onetile Reviews 18

Part of the goods was delivered damaged, which is when the difficulties began. Despite noting “SUBJECT TO INSPECTION FOR POSSIBLE DAMAGE" upon delivery and providing supporting evidence (including videos), we were required to prove that we were not responsible for the defect. Furthermore, we were asked to cover the shipping costs for the replacement items. When we subsequently requested reimbursement because we could not wait any longer and had to purchase elsewhere, we were informed that the shipment of the replacement goods was already in progress which was not really the case, since it was activated 15 days later and we are still waiting for it. The only positive point is that when you send an email, you do receive a response. It is unfortunate, however, that these after-sales service issues spoil what could otherwise have been a much more positive experience.

Prices are very interesting, BUT you will never receive your products in the frametime Onetile did announce. This is my second delivery, and I am still waiting to be called to know when I will receive my products. One day your contact is not here, the other time she has to ask someone and will call you back, but obviously, nobody calls back. If you need your products in a precise frametime, don't buy on this site, they will put you in a difficult situation !

They have the best price for sure, and a good team in the sales/aftersales. Danila is absolutely amazing and super responsive, always does an amazing job in communicating with customers.

Ufortunately, I can't say the same about the logistics. If you need to organize the delivery of the tiles to match your renovation, this won't work. They promise to deliver in up to 3 weeks, it took 5 weeks after a lot of back and forth with the company and the shipment company.

Every step of the order and delivery process was a good experience, I ordered with help of Jacopo and I got my tiles timely and in perfect condition. Recommend!

Fantastic Service
So much more than expected. From the first interaction, identifying my tiles, payment and shipping plan (IT to DK) everything just went smoothly, and I received the tiles I ordered within 14 weeks, well informed all along.
Especially I want to thank Veronica Poinelli for her always prompt response and nice communication 👏
Thank you!

Continuing my previous review. Upon delivery (which was two months late) Onetile asked me to check that everything is okay which demanded opening the delivery pallet.

Upon inspection, they had delivered wrong tiles. Now they are about to replace them which is great. However, unless I pack them back on the original pallet (and use even more of my time for their delivery which was both late and wrong), the return expenses are on me. Unless I commit to NOT writing reviews about them. Interesting ethics, to say the least.

See message from Onetile below:

Given that you are unable to return the products to us because you no longer have the packaging that would guarantee their integrity in transport, we would not be able to provide you with the correct replacement product as we would incur double return costs.

As we have taken your problem to heart, we undertake to bear the replacement and return costs at our own expense, but in order to justify this investment internally, we formally ask you in return for our commitment to send you the goods in any case to remove the negative review and not to write any other reviews in any other channel that speak of onetile.