Is Backsplash.com Legit? An Unbiased Review for Homeowners
Choosing the perfect kitchen backsplash can feel like a high-stakes design decision. It’s the element that ties your countertops, cabinets, and appliances together, transforming a functional space into a personalized statement. The problem is, the process is often overwhelming, riddled with the fear of making a costly mistake. Ordering tile online from a site like Backsplash.com adds another layer of uncertainty, leaving you to wonder about quality, color accuracy, and customer support.
The core of the issue lies in trust. How can you be sure the tile that looks perfect on your screen will look the same in your home? This comprehensive review tackles that problem head-on, providing an unbiased look at Backsplash.com to help you decide if it’s the right choice for your home and garden project.
You'll Learn About
What Exactly is Backsplash.com?
Founded in 2012, Backsplash.com is an online retailer specializing in a wide array of mosaic tiles for kitchens and bathrooms. They position themselves as a source for premium, unique, and high-quality tiles, many of which are exclusive designs imported directly from artisans around the world. Their inventory is stored in their Virginia location, which allows them to manage stock and shipping directly.
Their product range is extensive, covering various materials designed to suit different aesthetic and functional needs. You can find tiles made from glass, marble, slate, porcelain, metal, travertine, limestone, and mother of pearl. This vast selection is one of the company’s main draws, offering homeowners designs that often can’t be found in big-box stores.
Key Services Offered
Beyond their product catalog, Backsplash.com provides several key services aimed at improving the online tile shopping experience. They offer a sample program, allowing customers to order individual tiles to see the material, color, and texture in person before committing to a large order. They also have a section for design ideas and claim to offer support from design consultants to assist with project planning.
Fast shipping is another cornerstone of their business model, with a promise to get orders out quickly so projects can stay on schedule. They cater to individual homeowners as well as trade professionals like designers, architects, and contractors, offering both retail and wholesale accounts.
Unpacking the Backsplash.com Reviews: A Balanced View
To get a true sense of a company, it’s essential to look at the full spectrum of customer experiences. A deep dive into online reviews reveals a mixed but generally positive reputation, with distinct patterns in what customers praise and what they criticize.
The Positive Highlights
Many satisfied customers point to the unique and beautiful selection of tiles as a primary reason for their positive experience. Homeowners frequently mention finding the perfect, eye-catching tile that they couldn’t locate anywhere else. The quality of the tiles often receives praise, with many noting the materials felt substantial and well-made upon arrival.
The sample program is another frequently cited benefit. Customers appreciate the ability to test a tile in their own lighting and next to their specific countertops and cabinets, which helps prevent costly errors in judgment. Quick shipping and secure packaging are also common themes in positive reviews, with many buyers pleased by how fast their orders arrived and the care taken to prevent breakage.
Common Complaints and Criticisms
No online retailer is without its issues, and Backsplash.com is no exception. A recurring theme in negative feedback involves the company’s return policy. The 15% restocking fee and the fact that the customer must pay for return shipping can come as an unpleasant surprise. This is particularly frustrating for customers who receive tiles that don’t match their expectations in terms of color or finish.
Color accuracy between the website photos and the physical product is another point of contention. While variations are expected, especially with natural stone, some customers have reported significant differences that altered their design plans. Issues with customer service responsiveness have also been mentioned, with some users finding it difficult to get timely assistance with problems or returns.
Critical Factors to Consider Before You Buy
Based on extensive customer feedback and company policies, here are the most important things to weigh before placing an order with Backsplash.com. Making an informed choice requires careful planning, much like any significant home improvement task, whether it’s a kitchen remodel or addressing an outdoor equipment issue where a riding mower starter is not engaging the flywheel; diligence is key.
1. Always Order Samples First
This cannot be overstated. Given the complaints about color discrepancies and the strict return policy, ordering samples is not just a suggestion—it’s an essential first step. A sample allows you to see the tile in your kitchen’s unique lighting, which can dramatically affect its appearance. It also lets you feel the texture and verify the quality firsthand. Do not order your full quantity until you are 100% satisfied with the sample.
2. Understand the Return Policy Completely
Before you click “purchase,” read the return policy thoroughly. Be aware of the 45-day return window and the fact that all returns are subject to a 15% restocking fee. Furthermore, you are responsible for the return shipping costs, and the items must be in their original, unopened packaging to be accepted. Samples, special orders, and clearance items are final sale and cannot be returned.
3. Be Prepared for Natural Variation
If you are ordering natural stone tiles like marble, travertine, or slate, you must anticipate variations in color, shading, and veining. The company explicitly states that samples are only representations and the final product may differ. This is the nature of using materials from the earth; no two pieces will ever be identical. If you require perfect uniformity, you may be better off choosing porcelain or glass tiles.
| Feature | Backsplash.com | TileBar | Wayfair | Home Depot |
|---|---|---|---|---|
| Product Variety | Strong focus on unique, imported mosaic tiles (glass, natural stone, metal). | Wide range of modern and designer-focused tiles. | Massive selection from various brands, including budget-friendly options. | Good selection of standard options like subway and porcelain tiles. |
| Sample Program | Yes, but samples are non-refundable. | Offers 5 samples for a flat fee, often praised. | Varies by supplier, some offer samples. | Samples can be ordered online or sometimes picked up in-store. |
| Price Range | Mid to high-end, reflecting unique materials. | Mid to high-end, competitive for designer styles. | Broad range from very cheap to high-end. | Generally budget to mid-range. |
| Return Policy | 45-day window with a 15% restocking fee; customer pays return shipping. | Generally a 90-day window, restocking fees may apply. | 30-day window, return shipping fees often deducted from refund. | Typically a 90-day return policy, with easy in-store returns. |
Expert Tips for a Flawless Backsplash Project
Buying the tile is only half the battle. Proper planning and installation are what truly bring your vision to life and prevent common DIY headaches. Ensuring a smooth project from start to finish is crucial.
Measure Twice, Order Once
Accurate measurements are the foundation of a successful backsplash installation. Measure the height and width of each area to be tiled and multiply to get the square footage. Always add a 10-15% overage to your final number. This extra tile is critical to account for cuts, mistakes, and potential future repairs.
DIY vs. Professional Installation
While installing a simple subway tile backsplash can be a manageable DIY project, intricate mosaic patterns or difficult materials are often best left to a professional. Poor installation can ruin the look of even the most expensive tile. Just as an uneven subfloor can cause a situation where your laminate floor wont lay flat, an improperly prepared wall can lead to a disastrous tile job. If you lack experience, investing in a professional installer is a wise choice.
Don’t Forget Grout and Sealer
The color of your grout will have a significant impact on the final look. A contrasting grout color will make each tile pop, while a matching color will create a more seamless, uniform appearance. Furthermore, if you choose porous natural stone tiles, sealing them is a non-negotiable step to protect them from stains and moisture damage over time.
The Final Verdict: Is Backsplash.com a Good Choice?
Backsplash.com appears to be a legitimate and reputable source for high-quality, unique backsplash tiles. Their extensive selection of exclusive designs provides a distinct advantage for homeowners looking for something special that stands out from the offerings at big-box retailers. The company has served thousands of customers since 2012 and maintains a strong online presence.
However, they are best suited for a specific type of customer: one who is a confident online shopper, plans their project meticulously, and understands the nuances of ordering materials online. You should strongly consider buying from Backsplash.com if you prioritize unique design and material quality and have found a tile you can’t get elsewhere. But you must commit to ordering samples first and fully accept the terms of their return policy, including the restocking fee.
Conversely, if you are a first-time DIYer, are on a very tight budget, or feel you may need the flexibility of an easy, no-questions-asked return, you might be better served by a retailer with a physical presence or a more lenient return policy. The key is to weigh the appeal of their unique products against the potential risks associated with their sales policies.
