Mission Tile West

Wow. I recently purchased subway tile, hexagonal tile, and a marble threshold from Mission Tile West and was really impressed by the prices and, most importantly, the quality of service from their design consultant, Christy Thu. I had always steered clear from the store because I had assumed it was way out of my price range. I wanted basic grade materials – no need for anything fancy since the design was so simple – and had tried calling Home Depot to get someone to help me with the measurements and quantities I’d need. After several tries of calling HD and getting nowhere with my project, I became desperate and thought I’d bite the bullet and call MTW.
When I explained my needs to the first person who answered the phone, I was immediately transferred to Christy Thu, their design consultant. She really has a good understanding of all the materials MTW has and could quote me prices immediately over the phone. I asked to make an appointment with her so that she could sit down with me and help me decide what and how much to purchase. It was very easy to make a same day appointment and when I arrived, she was ready for me.
From there, I was blown away by her service and expertise. She whipped up a schematic in no time, showed me the different options I had in materials given my criteria, ran her fingers quickly over a calculator to figure out how much material I would need, and, voila, done. Within the time span of 30 minutes, I had a beautiful diagram of the space, and had chosen and paid for the materials. And, their prices for their base quality of material was comparable to HDs – but with so much better service.
I also want to add that Christy did a great job accommodating my 3-​year old. She gave him coloring books/​pencils and food, and was generally very sweet and warm to him.

We were referred here by our architect. We decided to go on a Saturday to look for swimming pool tiles. We were so confused when we walked in to the showroom. We didn’t know where to look. No one greeted us, no one asked if we needed any help. We finally bother this one lady who was in a hurry and trying to act busy to avoid us. She was clueless!!! I mean clueless! I was just shocked! We told her what we were looking for, we explained to her our pool design, the style we were going with and the type of the tiles we were looking… and still she couldn’t help us. Finally, after going through some samples on our own we found one design that we liked. Unfortunately, we needed that tile in blue and they did not carry it. So, she took our number down and promised to call the company on Monday and get back to us. It’s been 10 days and we still haven’t received any phone call. We walked in with high hopes and left disappointed. We will take our business somewhere else!!!

First off, I absolutely do not know where the few reviews slamming their abysmal customer service came from. I have been in there, and the adjacent MTW Kitchen & Bath design store, about a dozen times in the past 6 weeks and every time every single person has been exceedingly polite, friendly, and helpful, all being very quick to be of assistance. The tile store has a huge selection (plus free coffee and snacks!) of a wide array of tiles and flooring of all materials and designs, and the kitchen and bath store has a similarly vast selection of handles, knobs, lighting, cabinets, countertops, sinks, etc. in store, plus numerous catalogs to peruse. And their reputation for being very overpriced (I must admit that kept us away from them until we had a very bad experience with another designer we had hired. Continue reading for that tidbit) is not true. Their prices are at least competitive, if not cheaper, than the competition, even with their superb quality, probably due to the very large volume they sell, They are very friendly and all seem to love their jobs, which translates into excellent customer service. And the designer we used, Carlos, not only has great ideas and really knows what he is talking about, he has an excellent computer program he uses that shows your projected design in color, he can instantly change it if you — or he, and he often thinks of ways to improve the design — think of something else, and he gave us color printouts of the project from several angles and points of view, all in great detail. (As an aside, do NOT under ANY circumstances use Scott Montgomery Design in La Canada. That bears repeating: do NOT under ANY circumstances use Scott Montgomery Design in La Canada. I would say we got 20 times the work with 20 times the choices and 20 times the quality, all for a very substantially lower cost, in 5 weeks from Carlos than we got from Montgomery in literally 5 months). So if you are looking to remodel your kitchen and/​or bathroom (s), go talk to Carlos! Also, we have been dealing with Christy in the tile store and Michelle in the design store and both are exceedingly pleasant and friendly in addition to being very helpful with a very good eye for matching designs, colors, patterns, etc.

Don’t be fooled by the gorgeous show room. Customer service here is abysmal. Atrocious. Ridiculously awful. When I first walked in, the sales people wouldn’t give me the time of day. Ignored me for ages. The older woman with the short grey hair looked at me with true disgust on her face when she saw my small, slightly boisterous children in tow, and then ignored me, despite it being more than obvious that I needed a sales person’s attention. I finally did get acknowledged and had a decent experience with Christy, until she disappeared for two and a half weeks without any warning, right in the middle of my time sensitive project. In her absence, I tried working with other staff who were begrudgingly pinch hitting for her, but they always made me feel like they were doing me a huge favor. It was strained and awkward and took forever to get my order placed. When I sent them a photograph of the quote I’d been given originally, they told me that the quote didn’t match the one they had on file, with the subtext being that I’d doctored it. What the hell? I would have taken my business elsewhere at this point, but just really needed the tile so I put up with their terrible attitudes and nonexistent customer service in the name of expediting my project. Save yourself the heart ache and avoid Mission Tile West at all costs.

We recently purchased a 1930 Spanish Revival home and wanted to purchase decorative tiles to accent the homes appearance and character. I had heard of Mission Tile West (MTW) for many years and had actually gone there once many years ago just because I was in the neighborhood one day.
Prior to going there today I researched MTW on «Yelp» and found an abundance of 1 and 2 star reviews, based on customer service issues.
When we walked into the customer crowded office I readied myself for this «poor» service issue I had read about and was prompltly and warmly greeted by the office staff. They inquired if we were working with one of their design staff and we told them we were not, but would like to speak to one.
Within 30 seconds Tom Rogers walked up to us, introduced himself and asked us the reason for our visit to the store.
We explained we were seeking bathroom tile for a 1930 Spanish home and gave him a brief verbal description of what we were trying to replace. He guided us to a small show room, left us for about 5 minutes and returned with several different selections of the tiles we had described to him!
While he was obtaining the samples for us we were approached by 2 different associates asking if they could assist us!
Needless to say we were «SHOCKED» at the GREAT customer service we received, Tom’s product knowledge and his ability to give us several names of trained tradesmen (When we asked for them) to assit us with installation.
Just prior to leaving the store we told Tom of the bad reviews we had read on «Yelp’ due to customer service issues. He, without making any excuses and not bad mouthing the critics, acknowledged the negative comments and told us he does not understand the bad reviews.
Yes, I realize some people can have «off» days, but have to admit I/​we were floored at the outstanding service we received today !!!
Based on the great experience we had at MTW and Tom’s product knowledge we will certainly be customers of MTW for years to come.
Bob & Teresa

I read the other reviews, and am astonished at the people who said they experienced poor service. I agree that there’s no excuse for rudeness, but I didn’t have a problem. Then again, I’m one who’ll go in to a business with some preparation and idea as to what I want. I was escorted to the back area, and showed a large array of sample Mission-​style tiling. I was able to take home half of the tiles, and the other half had to be ordered due to their unique design. My goal is to have one of my crew come and embellish the risers of the front steps (six from the sidewalk to the walkway, and three up to the front entryway) and then do a simple line of tiles just under the dining room window. I used to work in the Pasadena area, and so Mission Tile West’s location is appropriate for the historic vibe of a lot of their products. I can’t wait to see the finished look.

We are remodeling our kitchen and I was told to check Mission Tile West out for mosaic, vintage, arabesque tiles. They have tons of all types of tiles. It’s almost overwhelming, but it’s a good thing. I had an appointment with Alexis and she met with us for an hour and helped us out tremendously. She gave us a quote and we didn’t feel it was too expensive, nor cheap either. But we are ok with spending a little more since our backsplash will be our main focus of the kitchen. We were looking for more of a one of a kind look for our backsplash and found it at Mission Tile West. Well worth the 50 minutes drive,

Went to check out the store for the first time today. I am about to remodel my 1920’s Spanish revival home. I was a little wary about their service since I have read so many reviews complaining about the poor service. This was not at all our experience. I was dress pretty sloppily today and my husband was wearing a t-​shirt and jeans, so we didnt look like wealthy folks. Well, right when we walked in the front door, a front desk personal immediately asked if we needed help. We said no at the time because we were so blown away by all the beautiful tiles, that we wanted some time to browse around. After minutes, another employee came by and asked if we want to talk to a sales consultant. We said ok and she told us that we had to put our names down on a sign in sheet. A consultant, Kate, met us in about ten minutes. Kate was very patient and answered all of our questions. She made some recommendations for us, which we found very helpful. Although many of the tiles are quite pricey, we found that some tiles are actually cheaper than another local tile store. I believe we will be definitely getting some of our tiles here.

I am a new homeowner and was referred to Mission Tile West to find some tile for 2 fireplaces and a design for one of them. I went once to get samples and was helped right away and sent out with as many samples as I wanted. My second time was to return the samples and place an order. Again, I was not only helped right away but Melissa sat with me for 45 minutes meticulously mapping out the design idea I brought in and had me ready that day for an order for my contractor. She worked with us immediately on any and all changes we needed to make. I cannot say enough good about the experience I had here. I had no appointment, and had little to no wait. The place is immaculate, has an amazing selection and the price was reasonable for what I ordered. It was ready when quoted and Melissa followed up afterwards as well.
I would recommend this place to anyone. (especially Melissa!)

Terrible service. One saleslady actually peered over her severe glasses at me, kinda sneered, and then ignored me! I was looking for tile for two bathrooms and a fireplace. I made a hasty exit and spent my 5K elsewhere. Good lord, how can they stay in business with salespeople like that?

5 stars for the quality and variety of tiles, 2 stars for the service, and 3 stars for the pricing.
Mission Tile West has a huge selection of gorgeous and unique tiles — so much so that a first-​time visitor will have a tough time knowing what to look at. There is so much inspiration everywhere you look, and I fell in love with several patterns that would look amazing in a Spanish-​style home. That said, my husband and I were specifically searching for stone tile options that would be appropriate for a hardscape for our traditional brick-​façade home.
This brings me to the service. We wandered the store for about 10 minutes looking to see if we could get someone to help us, but were seemingly ignored by all of the sales people. We eventually located a sign-​in sheet, and realized that we were required to sign-​in to obtain assistance. It was a Saturday and the store was fairly busy, so I completely understand a sign-​in policy in order to keep things organized, but it would have been nice if one of the 5 or so employees we passed could have said something about the sign-​in sheet. After signing in, we waited our turn by the front counter, and were about to be helped when another employee yelled at us across the counter asking if there were other people ahead of us on the sign-​in list, which I thought was a bit unprofessional. The sales-​person that assisted us didn’t seem to be very knowledgeable about the various options, and was completely clueless when we asked about the price point on various items. She looked up the price point of one of the styles we were interested in, but didn’t seem to want to look up the price point of the other item we looked at — because the binder containing that information was on the other side of the store.
The price point was okay. I understand Mission Tile West carries high-​end items, but I’ve done some comparison shopping and their prices are not very competitive in my opinion.
In summary, I think this is a great place to browse for inspiration, but I am not entirely sure I am going to be purchasing the stone tiles for my home here.

little do these people know, i am wealthy.
guess i didnt show it when i walked in.
horrible service.
ridculous prices.
if you show that you are rich and «hollywoodish» they will serve the s*** out of you.
if your a normal person looking for tile, go elsewhere.

Great selection of tiles. Don’t know how many are actually available or just left on the walls, shelves and in boxes to appear to have a gozillion choices. Each one will have to be checked.
Go in expecting to do all the work yourself — or most of it. There is no guarantee anyone will help you and with the attitude of most who work there, it may be better if you do the work yourself and skip the Westside unearned snoodiness. The woman who was supposed to have helped me came out with her arms tightly crossed, standing on one hip and a scowl — like the last bus for the day just passed her by.
If you know exactly what you want, you’re in luck. If you need help, you will probably need help getting help. Overall, It is worth a trip to shop the tiles, take names and if you buy it somewhere else — so be it.

We walked in today intending on looking at tiles and hardware for a bathroom remodel.
As soon as I walked in to the kitchen and bath area, the lady at the front desk looked up and glared at me for a few seconds without saying anything and then looked away.
The lady next to her eventually said one word, ‘hi’.
After that, no one came to help us or even ask if they can help us, even though there were 3 people sitting at the front desk.
We proceeded to go to the tile area, where again not one person said anything to us or offered to help. I felt like I was in their WAY, as employees walked by!
Maybe it was an off day for everyone in their office, but I will not be returning.

Use caution when shopping/​purchasing from them. Their tile samples are shown as one way, but you get a totally different color/​style when your order actually arrives… and then they have the nerve to make up lies about why the color is wrong (or right to them) and try to make the customer look stupid. Terrible customer service! Whatever. — a complete, total headache… and then I stupidly ordered lights that I was told were in stock, but come & find out they are not in stock & I have to wait another 6 – 12 weeks! Gimme a break! Go elsewhere or shop online (better deal online anyway!) 2 stars because they do have good inventory (and I’m being nice). But not worth the headache!

As an interior designer, I have worked with Mission Tile West for years.
It is such a breath of fresh air to work with company willing to go the extra mile to make me look good to my clients. With their help, I have been able to make a small budget project look like a million dollars because I am able to source specialty tile you can’t readily find anywhere else. At MTW, I have received outstanding customer service every single time. THANK YOU!!!

Great selections of gorgeous stones and tiles! Reasonable price, great quality and exceptional customer services.
I was new to remodeling and especially shopping with quality natural stone. They made it easy for me. I went in there yield down a design consultant. She explained various type of materials to me from pricing and best use for the items. Then I showed her pictures of my bathrooms and immediately she understood what type of stone work best for my area. We sat down and she made a quick design for me. Handed me some samples natural stones to take home. I cross shopped a few stores but eventually when back to them even though the price of the natural stones weren’t cheap. But I couldn’t be happier after they delivered the stones on time. And surely after the remodeling is done. All my visitors were astound by the fine natural stones and colors! Thanks Mission Tile West!
Hands Down! Definitely recommended!

We spent thousands of dollars at Mission Tiles over two remodel projects in our home. These people were the most ungrateful personnel I have come across. I owned a retail store for 14 years and feel that I know a thing or two about good service. Case in point: We had one item that we did not need and planned to return it. Kathy Adamson, the so-​called manager, took in the product and said she would get back to us and never called us back as she said she would. We had to call her twice and leave messages before she had an answer for us. Poor service! Like pulling teeth. Ms. Adamson needs to reinvent herself and learn better managerial skills. Should never give a good customer lip service. I felt like once they get your money, you are no longer important to them. The owner acts like she doesn’t know anything and stays in the background watching everyone. I believe her name is Melissa.
Really, truly, go elsewhere for your products. Do not give these people the business. Their prices are way too high and you do not get any better service than the Big Box stores. or the Internet. If you have to go there, shop then buy elsewhere; you will get better pricing elsewhere. We finally got smart, towards the end of our project, and purchased a few items online. Just to give you an idea, we purchased two lights online that we were going to buy from Mission… there was a $ 27 difference for each light.
Trust me, do not be fooled, there are better prices out there for the exact same products. Take the time to search. If your designer brings you to this store, ask him/​her for an alternative. I sincerely do not mind paying for service, but you do not get the value of service and products together at Mission Tiles West.
There was a young women, still in design school, Jessica, who was very nice and helpful. The rest of the staff were either full of themselves or simply useless to a customer.
Sorry in Pasadena.

Mission Tile has gorgeous stuff but you pay the price for it. But if you only plan to renovate rarely then getting beautiful nuanced tile is worth it if your budget can afford it. I worked with Kate McDaniel who is very helpful and easy to work with. Consider it a splurge, like going to Nordstroms!
I would however suggest being cautious if using one of their tile installers they refer — Roger McMeekin– since he came highly recommended. I mostly used Mission Tile as he works with them and it seemed easier to buy the tile there for that reason.
I probably would have gone to a less expensive tile store if I hadn’t planned on using Roger. Unfortunately, even though Roger spoke to my cabinet maker, came to my house and measured and we agreed upon a price and a week when he would start (not a specific date but definitely a specific week), he totally blew me off AND did not call to tell me he had taken another job that week. I only found out when I called to confirm with him his start date.
He also did not apologize or seem to even think that he was being unprofessional. He simply told me he had gotten a higher paying gig. This left me totally in the lurch and I had to scramble to find another tile person. Roger also miscalculated the amount of tile needed (as it turns out) as the new tile guy, Jacob, had to adjust it up. And the tile takes three weeks to come in so the job completion is now delayed due to Roger’s miscalculation and I am paying more for the tile than I normally would have.
The tile is beautiful and it looks like Jacob, the new tile guy is doing a fantastic job so ultimately I think it will work out fine but be forewarned if you do choose to work with Roger. You may find yourself left in the lurch if a better paying job comes along for him. I can’t attest to his tile skills — they may be top notch — but his lack of professionalism really was appalling. Since Mission Tile recommends him I thought it appropriate to post this here.

Looking for marble and tile for my bathroom, and was referred to this place. Wow, do they have tile! The store goes through about 4 rooms, and each of the rooms is covered in different tiles on the walls, and different stone, etc., on the floors. The displays are a little overwhelming. Better go with someone who knows how to put it all together.
They are very friendly and helpful. They also have a small marble/​granite yard outside. I found some marble that I really liked, but it was VERY expensive. The tiles are more reasonable, and they have every type of tile you could ever want, at every type of price.
Fun visiting this store, and the neighborhood is great… lots of boutique stores and many, many funky and artistic places to grab a coffee or a meal. So. Pasadena, you rock!