Edward Martin

Hi Amy, thank you for sharing your experience. We're very sorry for the frustration and inconvenience caused by the repeated missed delivery appointments with the shipping carrier. We understand how disruptive it is to set aside time for a delivery that doesn't arrive as scheduled. We're glad to see that your order has since been delivered, but we recognize that this does not make up for the experience you had leading up to it. Your feedback has been shared with our team so we can review what happened and work with our delivery partners to help prevent situations like this in the future. Thank you for your patience, and we truly appreciate your business. Best, The Edward Martin Team

Hi Robin, Thank you for taking the time to leave your review. We're sorry to hear about your experience and understand how frustrating this situation has been, especially with the impact on your remodeling project. Our team has since been in direct communication with you to resolve the issue with the lost shipment. We sincerely apologize for the inconvenience this has caused, as well as the delays experienced on the previous orders. While we continue to investigate with the shipping carrier, your replacement order is already on its way. If there is anything else we can assist you with in the meantime, please don't hesitate to reach out to our Customer Support team. We appreciate the opportunity to make this right. Best, The Edward Martin Team

Hello, thank you for taking the time to share your feedback. We're glad to hear you love the tile, though we're sorry the damage discovered during installation made your experience a frustrating one. We understand that damage isn't always apparent until boxes are opened. To ensure we can verify shipping-related issues and work with our carriers and manufacturing partners, we do require damage to be reported within 7 days of delivery. While we were unable to provide complimentary replacement material in this case because the damage was reported more than a month after the end of that period, we did waive the shipping costs to help reduce the overall impact. That said, we wanted to help where we could, so we waived the shipping cost for the replacement order to reduce the overall expense. We understand that this outcome was disappointing, and we appreciate you sharing your experience. Thank you for choosing Edward Martin, and we hope you enjoy your finished project. Best, The Edward Martin Team

Hi Andy, thank you for taking the time to share your feedback. We're sorry to hear about your experience. Our team has attempted to reach out several times regarding concerns with your order, but we have not heard back. We would appreciate the opportunity to assist and are happy to continue working with you whenever you're available. Because tile shipments require specialized freight handling due to their size and weight, expedited shipping options are limited. However, we understand the importance of reliable delivery and clear communication, and we are continuing to work on improving the overall customer experience. Please feel free to reach back out to our Customer Support team so we can assist further. Best, The Edward Martin Team

Thank you for taking the time to share your experience. We're truly sorry to hear about the delays and damaged items you encountered throughout your order. We understand how frustrating it can be when a project is impacted by shipping issues and extended wait times. We understand our team was in communication with you about some unforeseen delays in shipment, and are here to help with a resolution if any of the tile arrives damaged. We appreciate your kind words about our customer service team and are glad they were able to remain responsive during the process, even though we recognize the overall experience did not meet your expectations. Your feedback is valuable and has been shared internally as we continue working to improve both our fulfillment and delivery experience. We appreciate the opportunity to have served you and regret that we fell short in this instance. Thank you again for your honest feedback. Best, The Edward Martin Team