Friend having problems with professional install

Typical newbie friend bought 18" tiles and asked for 1/8" grout lines, thinking it would be easier to clean. In showroom, she only was able to look at a single tile, and now after installation she comes to find that it's an uneven, sautillo-type of tile. With the tight grout line, the floor is incredibly uncomfortable underfoot, and both she and her husband have health issues with their feet. Shouldn't the sales person have asked about the tight grout line? Isn't their some sort of installation standards for this? Does she have a right to ask for replacement if she paid for the upgrade?

I am afraid that she faces a few problems with the situaltion.
First as an installer myself, and a prior tile sales rep, there is no tile produced, unless it specifically states true rectified, that has truly square edges.
The best way for me to explain it is this. Picture baking a cake in your oven at home. The cake shrinks away from the sides of the pan. It is made with water, which evaporates.
Tile, even porcelains are baked in a kiln at extremely high temps, therefore evaporationg the water in the mix used to form tile. An engineer can tell the manufacturer about hoe much moisture will be lost, but cannot tell where it will shrink.
The tile counsel of No. America has recently posted that for all large format tile installations, 16 x 16 and above, that the grout ojint should be at least 1/4 inch.
Where a replacement from the tile distributor is concerned, you will most likely find that either in their contract, or somewhere in the building there is a statement saying, once material is installed, you own it.
The other issue, as an installer is that the home owner appears to have been adament on an 1/8 " grout joint, so it makes the installer not liable.

On a good note: it is being highly pushed that installers now become certified through testing to help homeowners to get the best job possible.

I apologize for those in sales or installation, who fail to educate home owners.

I look at how I would want to be informed about work in my home, or otherwise, and do for other home owners I have the pleasure of working with. I educate home owners, for unfortuantely, we live in a very greedy nation, and no longer have the craftmen we used to have.

Linda

It is up to the consumer to satisfy themselves with how their installation is to be done. No salesman or installer can be held responsible for a job that was done as specified then later not liked by the consumer.

The consumer creates their own "installaion-standard" when they start dictating specifics to an installer.

Perhaps there is something I am not getting. What does the 1/8 grout line have to do in this situation? Sounds like the customer is not happy with the tile. Again, what's wrong with the grout line?