The Tile Shop

These people do everything they can to drive off customers. They refused to provide an accurate tile sample or a quote.

A big reason tile stores are supposedly better than home depot, lowes etc is the quality. Additionally, they tout your order will come from the same dye lot. Well thus far I’m not buying it. Redid two bathrooms with marble flooring and ceramic and glass walls. The marble flooring, though I was reassured would be from the same dye lot, ended up having some tiles that are very different than the others that are most certainly not from the same dye lot. I’m not paying a contractor 2x to rip it out and to buy new tile. Additionally some items were missing from my delivery. I had to drive to another location to pick it up. That’s not good customer service. They should have delivered them.

Came here on a time crunch to get backsplash material for kitchen. I worked with Eric and he was excellent during my visit. I told him the style and color I was looking for and he did the rest. They were short a couple sqft and I needed it ASAP. Eric called the other store and they had it in stock. I was able to pick up the extra tiles the next day and finish the job. They have good prices and selection compared to the smaller tile shops.

Very impressed. After weeks of visiting home improvement centers and tile retailers, happened upon The Tile Shop. The facility itself is huge. Within minutes, was assisted by one of the best salespeople I have encountered in this line of work, Louis Diu. He walked me through various options, was patient in my equivocations, provided samples, and set me in such a way that I felt like I was getting a very good deal. When the tile was delivered, it unfortunately didn’t quite match the interior of our home and so we returned it. The Tile Shop sent a truck and their friendly delivery man to pick up the large palette of stone. Throughout the process, Louis has been in touch to assist with the refund and selection of new tile, communicating via email and even providing his mobile. Overall: good tile at very reasonable prices — but the excellent service from Louis, the delivery team, and everyone else at the shop has made this a really great experience.

Terrible service. I ordered over the phone, had to call twice to have them email me a receipt which I still have not received. Called the day before I was supposed to pick up my tile to tell them I would be there in the morning instead of night due to my work schedule. Was told my tile had arrived and was ready to be picked up. Showed up the following morning and had to wait an hour for them to find and unload my tile. Manager was rude and not helpful and said «He would fire whoever gave me the information that my tile was ready». That’s not how you manage people. Overall a terrible experience.

Service here is horrible. I have ordered tile twice and both times they never called to tell me my order was ready for pickup. The first time I decided to just return the tile since I found something else in the meantime. They made me wait over an hour for a manager to do my return. Two years later the 2^nd time the service wasn’t much better. Still no call. Also as others have mentioned the stock was not the same that was displayed on the floor but because my contractor picked it up and installed it before I to look at it I’m stick with it now. 2 strikes and you’re out Tile Shop.

This has been the best experience ever. First find Eric Ingram, next tell him what you want, then show him what you have and he will do the rest for you. He spent over 2 hours working with us. Checking and rechecking and then made sure we loved it. We will back for more. This is our new favorite store. Hands down the best customer service.

My husband and I had an outstanding experience with sales rep Anthony. He is knowledgeable, professional, and helpful with issues both large and small. His mantra is: «I’m here for you.» He helped to limit our stress with a major master bathroom remodel. The results were awesome!

Came in for some supplies to help me finish a small tile repair job in our bathroom. Was helped by Eric, who spent time helping me out and made me feel like I was a client paying for a full remodel. I’ll definitely be coming back for their 9:30 Saturday tiling workshop, will be back when I have any other small projects, will use Eric when my next remodel comes up, and will recommend him to my friends. Great work!

First time « Unilocaler», but wanted to take the time to say how impressed I was with the service here. Initially Tony helped us and he was quite good, but had an appointment with another customer, so Sara Rodriguez helped us. They were both quite good and helpful and patient. As we wound up spending more time with Sara I cannot praise her experience and knowledge, since we were floundering with our choices. Wound up returning our first selection (NO RESTOCK fee) and worked with Sara until we found exactly what we wanted. Thanks you guys!

I’m there now and this place is amazing — no other shop in the area has a selection that comes even close to this one. They’ve got everything from faux wood porcelain to ceramic tile to stone flooring in every imaginable style and color. The shower znd backsplash selection is indescribable. We’ve also gotten some great help from a guy named eric who helped us choose the rigjt color and style and gave recommendstions for install. We even got a list of installers and information about the process of getting estimates. This place is well worth the trip here — even if u decide its too expensive (seems to me the prices are pretty normal though but not as low as the junk at lowes) — u can still get a look at the biggest selectio around.

We recently added backsplash to our kitchen and we bought our tiles from here.
Pros
They have a huge selection of all kinds of tiles
I was initially served by Andrew who was excellent. He spent a lot of time with us explaining the different kinds of tiles and styles. He was patient and showed us various options.
We went and ordered the tile we wanted and Sara was our sales person and she too was very helpful and showed us various options.
They have a lot of DIY video on youtube and their website
They email the receipts too which comes in handy
Returns are easy and gets refunded to the credit card you used to purchase.
I have had good experience with this store and recommend it.

They have a really nice selection tile, and I found what I wanted. The issue is that no one says «Hello, can I help you?» If you ask them for help, they act like they’re doing you a favor! I worked with 3 different salesman, and none of them were helpful. I’ve heard this about the store, but was hoping for a different experience.

Really huge nice store. A bit more than Home Depot for sure but tons more options and well laid out. I cannot emphasize enough how huge and nice the store is. More than just floor tiles as well. Nice customer service, they recommend options and things you wouldn’t think of. Not just to add to the price though, making sure it stays economical overall. Open Sunday.

Beautiful tiles, but they are more expensive than those big box hardware stores. However, I feel that they are worth the money. We copied one of their floor models for our bathroom and it turned out really well. We bought the furnishings at the big box hardware stores and just like putting together cheap and expensive clothes, it worked.
Some of the tiles must be purchased as a whole box so we ended up with extra pieces. Luckily, we did not short one piece otherwise it would be upsetting to spend a whole bunch of money on a whole box of tiles. Be sure to confirm with them on what could be purchased by piece vs a whole box.
Service is a hit or miss. Sometime we had someone came and offered to assist us right away and there were times that we had to flag down someone.
With the exception of purchasing tiles as a whole box, returning items was easy.

Don’t be fooled by the glitzy showroom. The overall selection of tiles is mediocre at best. The worst part is that many of the tiles on display don’t match what’s actually in stock and what you take home. I found a glass/​stone tile on display that seemed perfect for our application but when I was given the box to purchase, the actual tile was quite different. The ratio of glass to stone was different and the glass tiles were a different shade. When I asked about this, the salesperson seemed dismayed at my question and simply brushed it off as a different lot. When I pressed him to see if he could find another lot that matched what was on display, he discovered that the manufacturer had changed and said there was nothing he could do.
Hoping this was a fluke, I found another tile on display that I liked. This time a matchstick marble. Again the box of actual tiles to purchase looked different than the display. This time the individual size of tiles was quite different.
What’s the point of having incorrect items on display? The customer service was poor, quality of products terrible and selection limited. Go to Columbia Tile and Marble instead.

DO NOT SHOP HERE.
We are having 2 bathrooms remodeled in our house and decided to order our tile here because of the large selection. We browsed the store several times and were never spoken to by an employee.
Last Thursday, we brought our contractor to the store to buy our tile. Kendrick was the employee who finally came to help us. He seemed incredibly stoned. We walked all over the store with him and told him exactly what we wanted and how much. HE DID NOT ORDER WHAT WE TOLD HIM.
On Friday we realized that Kendrick had not included the glass tile that we had told him so we went back and Jesse ordered it. He was much more together.
We had bought enough tile that we were given free delivery. The truck dropped everything off on Wednesday and left before we could confirm what we had received. When we opened the boxes we realized that Kendrick had order the wrong border. We called him at the tile store to ask him where our things were and he said he’d call us back. 24 hours later, he hadn’t called us back. We also noticed that the our white subway tile was not in the delivery.
Today, we went took our contractor down to the store to see what was going on. Kendrick never apologized for not calling us back and continued to make up excuses. He claimed that we told him we wanted the border that was delivered to us, when it clearly does not go with the rest of our tile for that bathroom. The computer system was also down at the store, so he kept saying that he could not find out where we would be able to get tile from. Without this tile, or bathroom will not be able to be completed on schedule.
We attempted to speak to the manger, Victoria, but she was extremely unresponsive and did not even pay attention to us when we were talking to her. She finally called a few stores to find out where we could get the border tiles and decided that WE have to go pick up the correct tile EVEN THOUGH IT WAS THEIR MISTAKE. During this conversation, we discovered that Kendrick had not even ordered the subway tile! Since we don’t have the subway tile for one bathroom or the border for the other, our workers cannot do anything. They placed our order on a paper receipt and claimed they were giving us an «unknown» discount since their computers aren’t running.
Now we are responsible for picking up our own tile from Manassas, Tyson’s, and Springfield, again. This will cost us at least $ 200 just for the workers to pick it up, not including gas. Because Kendrick did not originally order the correct tile, glass tile, or subway tile and we do not have a large enough order for them to give us home delivery.
The employees at this store are extremely incompetent and the manager just makes up excuses for her employees. The store will screw up, and you will pay for it.

Like others, I wandered around a while. Then I went to the counter to find a sales rep. I knew exactly what I wanted (a standard white subway tile).
After wandering around some more with my new tour guide, the sales rep told me they didn’t carry it. Imagine my shock at seeing on display as I was leaving! So, I went back to the sales rep with the stock #. It took another 10 min to get some verification that, yes, it was in stock.
I’m not sure which time she lied to me. She gave me a card with her name & the stock #, because she’d still like the commission since I succeeded in finding the tile despite her.

While there is a large — yes, even overwhelming — selection of tile in this store, the customer service is awful.
In-​store, even if it isn’t busy, it’s nearly impossible to find someone to help you. When you are ready to order, as someone else mentioned in a review, they START the order on a handheld, but you have to finish it up at the counter. What’s the point?
I did not receive a call telling me my tile was in (as I was supposed to), so I had to call. Someone answered and put on hold. And I held, and held, and held. I finally hung up, called back later, and the same thing happened. Third time around, I finally got my answer.
I can’t really comment about the pricing, as I was buying slate tiles and I don’t see much variance in those prices.
I won’t go back.

My first time there was overwhelming but my second trip in there, the manager Brian was super helpful and patient. He took the time to sit down with me and go over in great details tile selection, dimensions of my bathroom and what materials I would need for my renovation project, and even tips on grout/​sealant if I were to do it myself.
The Tile Shop has a great tile selection (better then I thought from looking at their website) and it’s great if you want to buy samples to bring home to look over first and then order what you need. I’m super happy with all the information Brian gave me today! There were things like trim/​edging that I would have never thought to have ordered, so it was great to see and hear what the expert had to say/​suggest.
The store has great mini sample rooms to look at, so you can see what certain tiles/​patterns may look like. Prices were comparable to Home Depot I thought and they also do a military discount, which was an added bonus to us! Overall, had a great experience there. Highly recommend this place!