BEWARE OF 25% RE-STOCKING FEE AND TERRIBLE CUSTOMER SERVICE: They never mentioned any re-stocking fee while I made my purchase and I was told I could return unused boxes as long as they are not opened so I ended up buying more than I need to be on safe side but when I returned the left overs they charged me 25% re-stocking fee for the boxes I never opened. Your customer service reps should be informing customers about the restocking fee before we make a purchase. I would not recommend Emser and they are not customer friendly by any means. read more

Do not give Emser your business! We had a pleasant experience picking out our tile (i.e. spending money) but it went downhill from there. We came back to order new tile and when my husband went in and asked they said 'you can't do that here, only your contractor can order from the store. In addition they were out of the tile we wanted. We were sent around the corner (in the same shopping center) but they could not get the tile for several weeks so that was a waste of time. With our floor ceramic tile we had 8 boxes left over. Apparently there was a minimum order. I texted with the person I originally worked with and asked about returns. He said as long as you had a minimum of 4 boxes they would take it back but charge a 25% stocking fee!! What?!?! Their warehouse is in the same building. Anyway we decided better than nothing for product we weren't going to use. Called Emser this morning telling them we were on our way with 8 boxes. He said 'wait you can't do that. You will need to send a request through an email to us and ask if we would accept the return. Do not come until you get a return email stating we would take the return." Then I told him our contractor purchased our items and he said he couldn't do anything with me. Told me to have our contractor call Emser. Our contractor called me while he was on hold and told there was a 30!day return timeframe. Are you kidding. No one, I mean no one ever mentioned anything about a time frame. How can you get a full job completed in that time. But the fact is we were never told. We went to Floor and Decor and we're told we have 90 days to return just make sure there is a receipt. We took stuff back today. Took 10 minutes. Got a full return from Floor and Decor. Yay F & D. 5 stars. Boo Emser. Négative 5 stars. read more

Chloe with Emser is great! Ashley is awesome too. They are a great team. They are also so helpful and great a sourcing material if I have a inspiration photo. They get back very quickly, usually within 24 hours. read more

We're doing a full kitchen remodel and were having trouble finding a backsplash tile that is "just right" for us. We found Emser through a general business search, independent of our designer and contractor. Emser has a great selection of tiles and an amazing staff. We've been in twice now. Both times, the store had several other customers when we arrived. But, the staff still got to us in a timely manner, providing professional, personable, and very focused service. The second time, Chloe was especially helpful in tracking down a tile that had been discontinued. Highly recommend -- thank you! read more

heather and Serrena were awesome to work with. I have a small account with them but they always treated me like I was a big account. They went above and beyond. read more

Emser Tile - Emser helped us pick out thinset and grout for our community project - Flooring Near Me - Austin, Texas

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The people are not friendly and pretty much useless. I sat in the store for minutes without any even acknowledging my presence. I had previously placed an order and paid in advance. I preceded to sit in my car another 20 minutes waiting to get my order. Awful..... read more

We are working with a builder who uses Emser and we checked out the store so that we could see the tile in person. We didn't buy any tile and made it clear to the sales people that we were buying through our builder. Even so, we got AMAZING customer service. They were so friendly and helpful and even gave us FREE full size samples of various floor tiles we were interested in. This was incredible because it allowed us to look at the tiles throughout the day and in different lighting and truly helped us choose the right tile for us. read more

The customer service at Emser could be greatly improved. I walked in on a Saturday with some questions about an order my rep had previously placed. The lady working with glasses was cold and unhelpful. She had her very young son with her at work, which was distracting. She gave me a hard time about my order. She refused to up the quantity of tiles I was requesting and questioned if I was even authorized to make a business charge on my work account. I left the store feeling very off-put. read more

My husband and I bought porcelain tile from Emser Tile & Natural Stone for a major remodel of our master bathroom several months ago. We used tile from Emser for the floor, and tile from Travis Tile for the shower -- both rectangular tiles (13 x 20"). (Unfortunately, I couldn't find two different tiles that coordinated at one place.) We had a pretty severe problem with the tile from Emser, which would ordinarily cause me to give them much less than 5 stars. However, it's how they handled the problem that gets them such a high rating. Once the floor tile from Emser and the lighting was installed, we noticed that quite a few of the floor tiles had defects in them. This was not apparent when the tile was being installed because there was very little light in the bathroom; just what came in through a large window. The defects were on the surface of about 7 or 8 tiles, with 4 of them being pretty bad. I was totally bummed. We had spent a fortune gutting this 1980s bathroom and making it gorgeous, and now some of the tiles were defective. I figured we were out of luck, because most tile suppliers state that any defects in the tiles must be brought to the attention of the store *before* installation in order for them to be replaced. Our tiles were already installed and grouted. But I figured I'd let Emser know so that they could stop carrying this line of tile, or at least carefully inspect any future orders for the next customer unfortunate enough to choose the tile I chose. I called and spoke to Jon Chapa, the operations manager, and explained the situation. I said I knew that we were screwed, but I wanted to let them know about the tile so that they could stop carrying it or at least inspect this particular company's tile carefully in the future. To my complete surprise, Jon said that this was very unusual -- they had carried this line of tile for several years and had never heard of any problems with it -- and that they stand behind their work. He arranged for the store manager, Chris, to come to our house and see the tile. Chris came out and agreed with me that the defects were unacceptable, and he also said that he'd never seen a problem like it. Chris said that he thought their corporate office would approve payment for our tile installer (who is wonderful) to remove the defective tiles, and for Emser to pay for another box of the tiles. And it was approved. Our tile installer removed the 4 worst tiles yesterday (thankfully, none of the custom-cut tiles surrounding 3 of those tiles broke, something we were all afraid might happen), and he grouted the new tiles today. The other affected tiles have minor defects that I can live with. It's rare these days that a company will go the extra mile like Emser did, and they are to be commended. I would recommend them to anyone looking for beautiful porcelain or stone tile. They really do have a beautiful showroom, and if what you're looking for is natural looking tile, you should check them out. read more

This is our #1 Referral for Wholesale Tile, Stone and Setting Materials in Austin. Heather is an excellent showroom consultant (and who doesn't love free designers!). Their customer service and selection options go above and beyond any other wholesaler in Austin. You'll need to be in the trade or buy through your contractor/retailer/designer of course. read more

October 6, 2018: Emser as a wholesaler has tile options, including backsplash. Thus, the designer, architect, or builder should be the one placing the order. The backsplash we wanted had been discontinued by the time our builder was ready to start the project. Chloe and Heather both assisted us in finding the backsplash we wanted at other Emser stores and the one with as much of it as we needed was in the Washington, D.C. area. When the backsplash arrived, our designer asked if we could go pick it up and pay for it -- we did and the order was ready, Heather was there and got us in and out within 20 minutes. The options for tile and backsplash are attractive and the variety more than one needs wen making a decision. Excellent service as well. - KFB read more

Heather at Emser Tile worked with me to choose tiles for floors and backsplashes. She was so wonderful! I was there a LOT and she was always smiling and always knew exactly what to recommend after listening to my needs. She was terrific to work with! read more

I needed a small amount of a discontinued porcelain tile. Heather worked for several days to get me a sample and check availability. I was grateful for her patience with such a small order. Thanks to Heather! read more