They delivered the wrong color combination. Make them get the right one.

You took your sample into the store and showed them the difference and they said it was what you ordered? I don't think it is even the same tile let alone color choice. Try again, this time speak to someone with more knowledge than the person hanging out behind the counter. Do this in person so everyone can SEE what your objection is.

Any boxes hanging around? Any way to find it online? I'm thinking there's color names and numbers you can find to validate what you're seeing. They're different, and you're right, but you may need the data to prove it. I love your choice! The installed one is meh.

They don't even look like the same material. One is marble the other ceramic or porcelain...

Has the tile store actually seen the delivered tile? It would be hard to imagine they’d say that difference is normal if they’d seen it. Please tell us the name and colorway of the tile that is on your order invoice.

If you wet down the delivered tile with water does it look more like the sample?

Thank you everyone for the comments. I have our invoice and I’m headed to the house tonight to see if the boxes are still there (new construction). I agree that this doesn’t seem even possible that it’s the same tile. Our store rep is out today so I’m going to gather everything and go to see her when she returns. The more I read, the more unacceptable this is. We designed the kitchen around the colors in the tile so I’m really upset. The tile they sent looks almost dirty when grouted instead of the pop of color we wanted. We cannot rip it out without delaying settlement and with all of our delays, I am emotionally drained right now and just need my house. I’m not sure the store will do anything since our installer didn’t question it when he picked it up and I didn’t dispute it before it was installed.

I was able to locate the box and it matches what’s on my invoice. A Google search is showing the tile code as the color we received. It’s clear the sales person put the wrong code on the invoice. It’s a code not a name so there’s no way I would have known this by just reviewing the invoice. I don’t know if I have a leg to stand on but this is clearly a mistake made by the sales person at the tile store. I don’t know where to go from here.

IMO, they should order the correct tile for you (at their expense) but the labor is on you and the tile guy. Always, always make sure the tile is correct before installing it. He should have at least sent you a photo for your approval before starting. You should have opened the boxes to check as well. Get the tile....keep it in the garage until you are ready to replace it. If not, then reuse it elsewhere or sell on craigslist.

ouch...that's tough, special orders should have a check off process in place where codes/names/descriptions are all reviewed and agreed upon at the time of purchase.

“We cannot rip it out without delaying settlement”

I am not sure whether you are talking about paying a contractor, a bank settlement, a certificate of occupancy, or what you meant. If it’s paying the contractor, you can’t delay paying him for something that’s no fault of his. If you mean a bank settlement of some kind or a certificate of occupancy, a backsplash should not stop you from either. Many people live in their kitchens for months without a backsplash, or never get one at all.

Can you find out what the name or code is of the tiles you thought you were getting?

Thanks for the advice. I like the idea of asking them to replace it. I can move into the house then do that project when we’re ready. Would another reasonable solution be to ask them to reduce our price? We ordered $20k of tile from them so this was only a small part of the order.

I would have checked the tile but the installer was the one who ordered it and picked it up. We bought a spec home and the builder has gone out of his way to allow us to customize everything. This one small thing fell through the cracks because the tile was backordered and I was not aware it arrived. Neither was the builder. The installer picked it up and installed the same day which wasn’t on our schedule. I agree he should have sent me a picture. It’s so strange because he sent me pictures of everything else.

You could ask them, but it won't be a lot. Not a huge amount of profit on tile. I would rather have the correct tile, with the ability to change it out down the road. Do you like how the tile looks in place now? If you prefer to just keep it....then ask for $100-$200 discount maybe. Depends. How much was the tile for just the kitchen backsplash?

I don’t have the exact amount but it was $45/sqft. I don’t hate it but I don’t love it. You are right, I want the right tile so I can have it replaced. Thank you for helping me think through this. Here’s a picture before the grout.

Ok, I definitely understand being frustrated that you didn't get the tile you chose....but damn, girl, that kitchen is stunning! The incorrect tile is still gorgeous.

Do you happen to know the name of your wall color?

I agree with Sayboone.

Try to get a discount as matter of principal but i wouldn’t tear that out.

From where I am sitting it blends nicely.

Get the discount or the tile. Preferrably the tile. If they give you a hard time about replacing the tile, let them know you're quite adept at social media and you'll be happy to let everyone know how unhappy you are. Don't start with that. Of course start with asking how they are going to remedy the situation. ;)

@sayboone thank you! The color is Benjamin Moore Stonington Gray. We love it

I know your heart may be set on the other tile color, but I think the installed tile looks great. It looks more neutral and I'd be worried about the other tile looking busier (or tiring of it more quickly). This also sets off your island color nicely!

Just a thought that may make your life easier...if considered a happy mistake!

@Dosa Mosa The tile store has now admitted they ordered the wrong color. We’re now working on a resolution.

Tanya, I assume you are only talking about the tile over the cooktop, correct? When I first looked at the side-by-side tiles, I thought to myself, I would make them replace the tile. But then you posted the photo and I don't seen the taupe looking tile I saw when comparing them side by side. Maybe up closer it is worse, but the photo posted looks beautiful. But, in the end, you need to squeal with happiness when you look at it. If you don't, try to get it replaced. Best wishes!

Based on your picture, I am not sure the "right" tile is the best choice. I worry that it will be too "in your face" with the amount of variation and the coolness of the pallette.

What you have looks nice and subtle and you will never tire of it.

What you have is perfect! WAY BETTER than your first choice. I agree, the coolness and stronger contrast won't blend as well. Consider it a happy mistake! If you have any other tile projects coming up...ask them if you can get a discount on that...for your 'acceptance' of this one. Or leave it all alone and give the tile store a break. :-) Totally up to you. But I would let it go if it were me.

Tanya, it looks wonderful. Subtle and tasteful. It sounds like you are tired and reaching that burnout stage (that we all arrive at in building or remodeling ;0) Could you sleep on it tonight, look again, decide if you may not come to love it after all?

The “wrong” tile they installed looks better in your kitchen. The “right” one you chose is too cool.