You can return most tile for a small restocking fee. I returned tile after my remodel as we had too much. If it’s not what you want, order what you want!

I would call the company and explain what happened. Human error does exist, but their salesperson should have also checked what she ordered especially after you called to correct them. You may have to pay a restocking fee, maybe not. See what happens. If the company refuses to refund you or restock, see if you can sell the tile to recoup some expense and order the correct tile.

Thanks for the comments and suggestions. The salesperson is out until Monday. The company typically doesn't accept straight returns given that tiles are made to order, but they do offer 50% off a replacement order. So that's the worst-case scenario. And if I'm stuck with the tiles I got, selling them probably wouldn't be too difficult. Best case would be a straight return, or somewhere in the middle.

It was so very disappointing to have so much anticipation and then see the wrong tiles. At least I've gotten past that and am still looking forward to having The Tile of My Dreams! If this is the biggest mistake or unexpected issue with a kitchen reno, I should be grateful it wasn't anything worse.

Thanks for that comment. I'm going back and forth between kicking myself for not catching the error, and being upset that the pro didn't catch it. If I'd ordered without any assistance off their website, it would have been almost impossible to make this mistake.

Just to clarify: the "pro designer/salesperson" is a third-party person, right? Like at a tile store? Not a salesman for the tile manufacturer?

Either way, I don't think you are the responsible party. If it's a tile store that special ordered it, I think the onus is on them. Same if it was a customer service rep at the manufacturer.

The salesperson works for the tile company.

IMO, it was their error and they should not only replace the tile with the correct tile, but also pay for return shipping.

“But I'm also frustrated that if I had ordered myself, on their website, it would have been nearly impossible to make this mistake. I assumed I was getting customized service by using a specialist to place the order.”

I’m confused. What’s the difference between the two ways of ordering? Did you get a designer discount by ordering direct? Something doesn’t add up. And if the material is made to order, you’re lucky there’s any option to get a refund. At worst, you’re out $650. The company that made the tile for you will also lose money.

I would absolutely let them know they ordered the wrong product number, and ask when you can drop off the incorrect tile to be returned and how long it will take to get the correct tile. I wouldn’t give them an inkling you are willing to eat any portion of the cost until you see if they’ll take ownership.

What Kirsten E. said ^^^

scottie mom, you can order directly off their website, or you work with a designer/salesperson who creates an invoice based on the items you want to order and then you pay from the invoice. There is no discount. The benefit of working with someone is that they offer advice on color/shape combinations and create a mockup of your kitchen.

Kirsten, I'm hoping to hear from them tomorrow, but I can't drop it off as the company is several states away and the order was shipped directly to me.

Of course the company is going to lose money. That’s what happens when your employees make errors.

In that case, I don’t understand the dilemma. Tell them you did not receive what you ordered. End of story.

I am dying of curiosity to see pics of both the tile you wanted, and the tile you received. Please post pics!

Shannon, I'll post photos soon. I've been hesitant to post pics in the meantime while I wait for resolution. The Tile of My Dreams is very distinctive, i.e., not to everyone's taste, and I know some posters tend to criticize anything that doesn't fit the One True Kitchen mold. Also, I didn't want to "out" the company before I got resolution. If you're familiar with major tile manufacturers, you'd see it and probably know from whence it came. (Hint: It's from a cuerda seca collection and contains shades of aqua, green, red, black, off-white, and gold in a fleur-de-lis pattern. This one row of tile will be the star of my kitchen.)

As of today, they're making TTOMD and sending a return label for the other tile (which is also lovely and unique but not of my dreams). Thank you all for providing perspective on what I should expect.

Glad you were able to get things sorted out.

By the way, you wouldn't be outing the tile company. You'd be outing a sloppy salesperson and supposed "pro designer" who made a big mistake that cost various people money and time.