That is not a proper installation for handmade tile. It should look more like this.

An inspiration image on their site shows this installation of your Stellar 2”x8” Tile. Not only did they get the 1/2 offset, they got a proper installation.

The installation specifications for your tile can be found on the tilemaker’s web site (although in truth, one of the things I dislike about Sonoma tile is that they don’t provide a lot of details). Download and read them. They will specify the preferred size of the grout joint. Then measure your grout lines. I guarantee these were not properly installed. Also check whether the tiles were sealed properly before installation, if that’s recommended. Finally, check your contract. This is a tear-out.

I want to say this is my excuse why I have been putting off installing my own handmade tile bs. Of course, not really, but it’s in the back of my mind. I’ve had it stored, waiting in the works for quite a while now. Longer than I care to admit. Maybe at least a couple here remember!

I’m scared it will look like yours does unfortunately. Ugh! I’m so, so sorry to say that! I’ve learned over the years NOT to be such a perfectionist. Trust me, I’ve come very far. Yet, I couldn’t deal with that much lippage and difference in the grout lines that you have. Eam is right. The grout lines needed to be bigger in order to hide the unevenness in the handmade tiles. Beautiful imperfections!

Lippage refers to the difference in the thickness of the tiles, or how much they stand out from the wall. A pro will use a thicker mortar bed to help to mitigate some of that. Rebunky, enough time has passed, why not consult with a pro? Ask if he has ever installed handmade tiles, and ask if you can see the installation.

Hi Miss French --

How disappointing for you all and yes, surprising based on what you report about other aspects of the job.

As others have noted above that tile installation is poor. Would she be holding to her claim this is on you if you started attaching her name to this project?

Additionally, I hope that crackle tile was sealed prior to grouting per specs, then sealed again. I would investigate.

It's a bummer that the pattern is not what you thought you'd be getting, but I think this is an area where you have to accept partial responsibility for not confirming the offset in writing.

Again as said above, it's natural for the tile sizes to differ +/- whatever range the manufacturer spells out. Do you feel you're having a color issue too? Handmade and -glazed tile "varies in its variation," but in my experience manufacturers are clear about what to expect with a line and/or color (so: Category A, minimal differences in shade; Category D, maximum shade variation).

That said, many times sample tiles from a batch look much more uniform than the full order will, so expectations need to be set appropriately. It's the smart thing to do (who wants unhappy clients?) so it's puzzling you all weren't educated by her.

Good luck getting this resolved in your favor.

I always advise not to include the backsplash installation in the GC's scope of work (in your case, the "designer/contractor" you mentioned). Then, when the kitchen is finished (except the backsplash), hire your own tile installer who is specifically a tile installer. I.e. that is all they do all day every day, for years, and so they know what they are doing. Get names from your tile store and/or Angie's List.

Regulars of this forum have seen this same story as yours many many times. The problem with using the GC's installer is that you don't know that person's level of expertise, and almost always the person that the GC assigns to do the backsplash is someone only familiar with the most basic man-made tile installation. Tile that is hand made requires a higher level of expertise to space it properly and grout and caulk it properly.

I am not sure that asking the same people to re-do it will be a good thing. Their expertise isn't suddenly going to be better. I'd ask for a credit, and then unfortunately swallow some costs to have a good installer re-do it.

The tile was not installed with a wide enough grout line between. Handmade tiles need a larger grout line as others mentioned. Additionally, if you wanted it installed in a subway pattern and they didn't, then they need to make it right. This is a do over at their expense. Don't pay them!

1/3 offset is often recommended for tile like this but it should have been discussed. The installation does not look great.

That's a shame. It's a beautiful tile. Don't pay them.

First of all, is she licensed as a General Contractor? Or a Designer? Because if she is contracting without a license (or insurance) then she is subject to various state imposed sanctions for doing so. Unless you’re in TX, where they ain’t got no use fer no rewuhlz.

Second, pull out the contract that you signed. Read it. What did it say about “industry standard” or workmanship, or anything about the work. What does it say about change orders? Design documentation? What exactly does your design documentation show about the backsplash?

I appreciate everyone's feedback. She is a licensed contractor, she has done a good job with the other aspects of the job. We also had a fireplace re-tiled and it turned out beautiful.

If this tile is not installed correctly, how do I go about convincing her of that?

Hi again Miss French -- some ideas:

Free: Show her this thread

Possible cost: See if Sonoma Tile will weigh in re install (possibly referring you to a tile pro)

Cost: Hire a tile pro to document how install does not meet industry best practices / benchmarks

We have this same tile in 3 x 9 with 1/8" spacing. I'm quite sure the choice of 1/8" is in the directions somewhere. We didn't make it up.

"Not uniform" covers the size difference in your second photo, it doesn't mean that you'll have lips jutted out from the wall because the installer poked one end of the tile tighter to the wall than the other end. "Learning to love" your tile doesn't cover improper installation or failure to follow directions concerning spacing.

Here’s the thing, you don’t have to convince her, she already knows the installation is bad. She’s trying to convince you to go with it to save her the cost of the tear out and a whole new installation.

How do you get her to take responsibility for this when she is trying to wiggle out of it? I’m sorry, I’m not great at this, but you absolutely have to tell her what is wrong and how you want it made right, you have to put the pertinent facts in writing, then see how it goes. DOCUMENT EVERYTHING FROM THIS POINT ON. Take images with a tape measure showing the grout line thickness wherever it is less that 1/8”. Download the installation specs and highlight that the minimum grout joint must be 1/8”. That tile was supposed to be sealed before installation. If it wasn’t, that’s another error on their part. It’s that simple, and that difficult.

This is not your fault. You should not feel bad that you are asking for this to be done properly. That said, you might want to give her the option of paying for your tile and for the installation, and whatever it costs to get you back to smooth drywall, and removing the backsplash from her scope of work. You could then rethink the tile, and choose another installer.