That edge is unacceptable. They need to come back and redo it. Do you have extra tile? I would ask them to remove and replace all the tiles on the edges (and to use the saw blade not the chopper!).

What the heck??? They left that in your home thinking it was acceptable? And the same company did the bathroom? I hope you haven't paid them yet!

It's not just the ragged tile edges, the grout looks awful too.

" Is it easily fixable? If not, will they have to tear the entire backsplash out and start over? Our kitchen is very small. What would be the cost if we have to have this redone?"

It depends. How fussy are you? How big a hurry are you in to be done with your remodeling? It's possible they could install an acceptable trim to cover and it would be fixed in 5 minutes. If you want the mess and hassle of making them do it over, I doubt the whole splash would have to be removed. Your only cost is going to be the trouble.

What about the grout - is it supposed to look like that?

Do you have a contract?

To properly install glass bs tile you not only need a saw, you need a diamond blade, that these guys brought for the shower install, and inexplicably left at home for the kitchen job. Maybe the glass tile guy quit before your kitchen was tiled and took his diamond blade with him.

You also have a pretty serious grout problem (as dc and romy point out) that, while it pales in comparison to the other blunder, is just as big a bummer, and more work, patience, and expertise to fix. All of that grout has to be removed with a multimaster tool, it will take time, and there will be dust. The tile has to be cleaned and VACUUMED, the broken tiles removed, THE MORTAR THEY ARE SET IN REMOVED WITHOUT DESTROYING YOUR SUBSTRATE (presumably drywall; you have to be there to make sure they do all of this, by the way, and make sure they protect your counters and floors, and cover all your HVAC ducts), then replaced, and the properly cut tiles, replaced, properly spaced. They have to set over night, then the whole thing has to be re-grouted properly. No one who left you with that install will have the knowledge or ability to fix this mess.

It's time for you to sit down with the owner of the company and determine what he will fix. What I would ask for is either that the guy who did your shower come back with the right tools to fix this, or that they rip out the install and leave you with a smooth, clean substrate from which you may begin again with another installer. [note: they'll probably rip out your drywall. Make them replace it properly. If they don't have drywall skills, and why would they, ask them for cement board the same thickness as your drywall.] If you don't have a contract, you may have to eat the tile - which is beautiful, by the way. I'm sorry this happened, but while an expensive SNAFU, it's repairable.

And, by the way, the bathroom install, while acceptable, is not exactly perfect either. Sheets of mosaic tile are prone to manufacturing flaws, but I doubt they account for the difference in grout space height between your bottom two rows of tile. They cut the sheet and stuffed in the bottom row, I'd bet. There's nothing wrong with free handing, but they should have cut each row of tile and used tile spacers to even out the grout lines among the rows. This takes longer but ends up looking perfect.

They also didn't grout you very well. The grout should be even with the surface of the tiles, but your tiles stand proud of the grout. Grout shrinks when it starts to set. The type of grout and the way it was mixed can contribute to grout shrinkage, but an experienced tiler will apply more grout as the grout is setting to make up for that. It means you grout, clean up, watch the set, then grout again, and clean up again if necessary. Twice the work to do it right. What you end up with using this method is a flush install. What you have in your shower is a bunch of free tile edges that can collect dirt and mold.

They have agreed to fix the problem. Tile and grout. We'll see. Thank you ALL for your comments. This is what happens I think when a job falls behind and they try to do a quick catch up. I could tell the guy was pressed to finish fast. Haste makes waste!

"Haste makes waste!"

Absolutely.

So glad to hear they are doing it over. Please come back with an update, and here's hoping for the best.