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September 2024 by Adam Giraudo
The Tile Shop - STAY AWAY!!!!
I don’t like to post things online, but as this is the worst customer service experience I’ve had, I feel it necessary to warn others of the practices.
I was having a small bathroom renovated (approximately 5x7). I was only tiling the floor and tub surround. I needed to purchase the floor tiling and grout. The store manager MARY Z assisted me with the purchase. I wasn’t sure how much to buy and Ms. Z told me I should definitely buy 3 full bags of grout, one for the floor and two for the tub surround. She also told me I would need colored caulking for the tub surround and floor. I said I wasn’t sure I needed all of this. She told me she worked there for several years and encouraged me to buy all of it, I’d be surprised how much is actually needed, and anyway it wasn’t a problem to bring it back “after the project was over” if it was sealed and unused. She then promptly placed my order and told me she would email my receipt to “make it easier”.
My project recently completed and I didn’t not need all of the supplies Ms. Z told me to buy. I headed to the store to return a full bag of grout (my contractor only actually used 1/2 of a single bag and did not use the tubes of colored caulk opting for clear instead). When I came to the store to return the items unopened and in perfect condition, the associate informed me he couldn’t return them because they were beyond the stores 60 day return date. I told him the manager had previously informed me that I could return at the end of my project hassle free. It had now been about roughly 90 days since order / pick up. I asked to speak to the manager and he said the manager wasn’t available. I asked to speak to anyone who was in charge that day. He said there wasn’t one. I asked him for Ms. Z direct phone number, so I could contact her.
When I contacted Ms. Z she claimed it didn’t matter what she said as the policy is 60 days and the company won’t let her return items. I asked what I’m supposed to do with over $130 of unused supplies and she told me I should donate them. It then asked for her district manger contact and she told me I would have to contact TheTileShop corporate.
The practices of Store Manager Mary Z are to upsell what you need, give you false sense of security in your purchase and the company. It is highly deceptive. She knew I didn’t need the extra items and neglected to inform me of the company policy. She continued this behavior by emailing me the receipt so I didn’t read the fine print on a traditional hard copy.
My recommendation is to steer clear of doing business with this company if this is how they treat their customers. It is also telling that this is their store manager make the deceptive sales. I can only imagine what she is training her associates to do.
Incredibly disappointing experience.
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August 2024 by Charles Fisher
I’ve used them plenty of times. Great selection if you want one of a kind shower. Always professional.
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July 2024 by Cheryl Pinkston
Great variety, knowledgeable and helpful sales people.
Several years ago I needed to get tile to complete our bathroom remodel. My husband was out of town so I went to The Tile Shop who explained how to tile my bathroom. They even let me bring in tiles I had marked and cut them with their wet saw. It took a few trips back and forth but I’ve never experienced such exceptional customer service.
This time I’m just picking out my tile but still a great experience.
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July 2024 by Steve Maddux
We went there today and not one employee asked if we needed help, good selection but will not go back.
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May 2024 by An Eu
The Tile Shop is amazing. Not only do they have an amazing selection online but they also have tons of selection in store. Mary and Brendan were so helpful. I cannot say how much I appreciated their expertise. Remodeling can be very stressful and they made it so easy. 100000000/10 would recommend working with The Tile Shop.
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April 2024 by Anna Cunningham
I work for a local kitchen and bath design company, and we were recently in need of a certain tile sample as soon as possible. After a small hiccup in the process, Jim with the Brentwood Tile Shop hand-delivered the sample to us so we would have it sooner rather than later. We greatly appreciate his kind, above and beyond gesture! Also, every time we work with Jim he is always very helpful and knowledgeable. Great service! :)
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April 2024 by A M
Michael is so helpful. I took a class at the tile shop about 10 years ago and did a small tile project. then. I have a harder project now that I'm attempting, and I was nervous about getting it right. Michael went out of his way to give me all kinds of pointers that were so helpful and appreciated.
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March 2024 by D.M Ward
This place is a one stop shop! The staff are helpful and pleasant! So much variety and great pricing as well! I've worked with several people and they are all fantastic! This will be my place for all my tile needs!
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March 2024 by D M
This place is a one stop shop! The staff are helpful and pleasant! So much variety and great pricing as well! I've worked with several people and they are all fantastic! This will be my place for all my tile needs!
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February 2024 by stim141
Good selection. Better than othe locations.
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January 2024 by Scott Thompson
William Eggers at this store has been fantastic to work with. Competitve pricing with excellent service. We have had many follow up issues and I feel like I have a partner in the project, instead of someone who was just responsible for selling me something. I would highly recommend him to anyone shopping there!
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January 2024 by Becky Galambos
Absolutely great service, they helped me actually find tile that we could agree on, I think my family looked at every wall tile they had. They know their product and can get you or your contractor set up with what you need, in the right amounts for your project.
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December 2023 by Elizabeth Karches
Nice store with pretty tile products and display. Prices were very high. Service was decent although our sales person was spread thin and hasn’t followed up with a hard copy of our quote despite us emailing the request. Most likely will go a different direction for our project that is more cost efficient.
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November 2023 by Steve Sizemore
The sales staff is friendly, great products, and I would recommend them to anyone.
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November 2023 by hogan haake
Lots of cool options and design ideas. Very friendly and helpful staff.
