Help! Ceramic tiles fading and the company won't replace them

[Erin Whiley]

Hello,

I'm hoping someone may be able to help me. We had black and white ceramic tiles put in our kitchen and the black started to fade. We contact the company who we bought them from who put us in contact with the supplier. The supplier replaced the tiles and the exact same thing is happening again. We have informed the suppliers who are now coming up with all manner of rubbish excuses as to why this is happening, the main one being that we are the only people to ever have had a problem with these tiles and so therefore it is our fault.
We are an ordinary household with two people and two dogs and we haven't done anything that an ordinary family wouldn't do on the tiles. No harsh chemicals, no buffing machines, no tap dancing.
We are looking for an independent inspector to come in and give us a report on the tiles but all the people I've been able to contact say they don't deal with colour fading, only bad installation. Can anyone suggest someone who may be able to help please?

Thank you,
Erin

 

[Albert]

A picture of the tiles might help, alongside one that hasn't faded.

 

[Andy Allen]

Also what is the name and make of the tiles and where did you get them from..

 

[Dumbo]

I think unless they can come up with a plausible excuse as to why this may be happening I suggest you contact trading standards as they are not fit for purpose . What excuses have they made .

 

[Erin Whiley]

Here's some photos of a spare tile we have alongside the faded tiles.
The make of the tile is Realonda and the name is Victorian Nero Floor. The initial purchase was made with a local bathroom and kitchen company and the replacement floor was supplied by the tile supplier in Bedford.
The excuses that they have given us are that our dogs could be bringing something acidic in on their feet (how this would harm the tile and not the dogs I have no idea). They also said we are bring gravel in on our shoes and this will wear the tile over a period of time ( The fact we are a shoes off household has been explained to them plus the tiles started to show signs of fading after two months). They have said that when they removed the previous floor there was a 'pungent' odour coming from under the tiles and that therefore we must be using strong cleaning products on the tiles (If we were using strong cleaning products, which we are not, how this would cause the underneath of the tile to smell is beyond me), we did ask them if that could be the adhesive used to affix the previous tiles but they have ignored our query. Then they have said that the wear is on the most trafficked area of the tile so that could be a cause (Which would mean the tiles are not fit for purpose if they fade so quickly).
Thanks in advance for your help.

 

[Tile Shop]

Definitely ceramic and not polished porcelain? And where are you? As @Albert says, images would help as a starting point.

 

[Tile Shop]

Ah... Piccys weren't there when i posted.... Anyway, glazed ceramic shouldn't fade for any reason.

Quick test, in an out of sight area, on the black square, drop a little bleach on one and vinegar on another. Leave for 5 minutes and rub with a kitchen roll. See if the colour fades any, and to see if any pigments come off on the tissue. Let us know the results. At work i may have an email address and number for one of Realondas agents who may be able to help. They tend to be very helpful when you suggest you might put your problem on social media for the world to see

 

[Erin Whiley]

Thanks for the reply. I'll go and test now.
We had a representative from the Realonda factory come and see the floor and they weren't very helpful. They couldn't see why the fading was occurring either and they will have been in contact with the English suppliers who have refused to replace the floor again. Right off to testing.

 

[Erin Whiley]

Test done and nothing has faded and no colour has come out on the kitchen roll.

 

[Tile Shop]

.