Mosaic House

Very much recommend. I ordered tiles for the master and guest bathroom (both bathrooms are very modest, promise, but yes the tiles are expensive and I wanted this splurge - as they should be and you get the price in advance). Youssef has been 100% responsive and helpful. He advised me on the degree of maintenance different tile types require. Sketches were accurate, as was the pricing. Manufacturing and shipping speed was on point (maybe like 2 weeks beyond the initial estimate - but given that Morocco had devastating earthquake?) -- the shipment was very carefully packed. Not a single box was damaged. They added "extras" for breakage but not a ton. I will update this review if the tiles do not hold up after use. But in terms of transactions, this has been a five-star experience

Despite several purchases of rather expensive samples, we have never received our order and have received no responses to our emails from customer service for months. This is disappointing considering the reputation of Mosaic House from some designers.

Worst experience working with this company. Had to send emails multiple times to get any answers. Before we placed our order the staff was helpful but once our order was placed there was zero communication. Our order had an 8-12 week lead time and didn't even ship out until over 14 weeks later (which by that time the entire project was finished except for this tile). The product looked nothing like the pictures online and came in chunky diamond shaped pieces that barely fit together. The grout in between the tiles was cracking and split. When I asked the company what to do they were completely rude and said I was stuck with the product and that there was nothing they could do. So disappointing.

We ordered a tile backsplash from Mosaic House for our kitchen, and they ended up sending the wrong size border. An honest mistake in and of itself I was not upset about, but when we asked them to reimburse us for paying our tile installer who made the trip out just to find un-installable tiles, they refused and said it was not their responsibility. Apparently it was OUR responsibility to pre-assemble the tiles (not a quick job) and measure every piece to double check their work before we called the installer. Ridiculous. How about THEY double check their work before shipping the product to us?!?! So we were left with paying an extra $125 on top of the already very high price to our tile installer, which he was rightly owed, because of their mistake. I do not consider myself to be a fussy customer but it seems like a no-brainer to me that rule #1 of customer service is that when a business makes a mistake they should cover all extra costs associated with that mistake. They sent another package with the correct size border and our installer was able to work with them, but it was still far from a straightforward job as the tiles had to be trimmed considerably in order to fit within the border, and the whole mosaic still wasn't the exact size we'd asked for so we had to do some re-measuring. This took our installer a fair amount of extra time. All this being said, I have to say that the tiles themselves are gorgeous. I just wish that their customer service was on par with the beauty of their product. By refusing to pay for the extra fee from our tile installer, they effectively soured a customer's experience, secured a negative review here and any other place we can find online to review them, and prevented us from recommending them to anyone who visits our house and asks about our tiles. I do hope that saving the $125 is worth all of that for them.

They never pick up the phone. They have no answering machine. I've gone in and no one talked to me after being there for a half hour. A friend tried shopping there, talked with a salesperson and tried to find something they had in stock. They constantly messed up what they had in stock, gave conflicting answers, lost notes. It was pathetic. She eventually just left because the experience from the staff was abysmal. How do they stay in business?