CTM Tiles at Cannon Hill sold me 90 square metres of "porcelain" tiles that have been drawn on with permanent marker on the sides. I paid for 1st quality tiles and was sold 2nd quality - apart from the pen there are visible bubbles, marks and defects on most tiles.

Our tilers laid most of the tiles thinking that I had bought 2nds. I came home to see visible permanent marker even above the grout and on the tops of tiles. The tilers also told me that they seriously doubt that CTM are selling genuine porcelain tiles.

I contacted CTM and asked them to come over to see. The store manager and operations manager came over and could see from the 9 unopened boxes remaining that their tiles had pen on the sides and tops but that seeing as out tiler had laid them it wasn't their problem.

They laughed when I asked for my money back, told me that it is up to my tiler to QA their tiles and that they only buy them from a manufacturer so it isn't their fault. I even tried to escalate it to their MD who told me on the phone that it was "highly unlikely" that there was a quality issue - my ruined house says otherwise!

CTM have completely wiped their hands of this because my tilers laid the tiles, even though the tiles clearly aren't what I was sold. Zero customer service and zero ability to see that my complaints are going to cost them far more business than the $2600 that they should have refunded.