I ordered Marmoreal Carrara Luxury tiles. During installation we discovered a problem. The tiles were defective. When we called The Tile Shop about this it was apparent that they knew of the problem but sold them to me anyway. This caused multiple problems as I had to change my moving schedule completely. Not recommended. read more

Matt at the Algonquin store provided us with the best customer service and we can't thank him enough. His expertise and knowledge helped us tremendously with the design and selection of our tile purchase for our bathroom. The tile has been installed and it looks beautiful! We are very happy! read more

Wonderful customer service from everyone I have spoken with at this Tile Shop. Everyone is always helpful with advice. Great variety. I will always use this location. :) Ellen H. read more

OK. I haven't even received all of my order yet and I am giving these us five stars. Dave Nestor, the store manager has exceptional customer service skills and is fantastic at helping with customer issues. Dave gave me a huge education on proper installation of a shower pan and membrane. He probably spent an hour with me telling me what I needed to know and showing me easier options like Wedi or the Superior drain systems. While these products are significantly more expensive than a concrete and rubber liner, they are easier to install. I opted to go with the Superior system and had my drain pan cut out and laid in place in about an hour. But a couple nights later, after mortaring everything in place and installing the drain itself I noticed a problem with the drain and how it was seating. It was not good and I couldn't see anything I had done wrong. I sent pictures and video to Dave and my sales guy, Mel. At 11:30 at night Dave answered me that he'd be over in the morning to figure out a resolution. Today Dave probably spent about 60 to 90 minutes working on more problem and figure out the root cause of the issue. It was not something I had done wrong but possibly a problem with the unit itself. He's trying to figure out a resolution now but he told me that if all else fails, they would rip out the drain pan I have and install a new one at their cost. He said, "That is the way we do business." This is a place that goes above and beyond normal customer service and goes the extra mile for their customers. They are great! read more

I can't say enough about the service at The Tile Shop. The Manager Dave was outstanding, his knowledge of tile is second to none. I also worked with John and he was great as well. I recommend this store to anyone, you won't be disappointed read more

I was so happy with The Tile shop selection and staff. John was great! He listened to me and helped me make great choices.

Incompetence. Unprofessional, inadequate computer skills. Terriable customer service. I ordered tile and was told it would be available in 4 days. It was not and would be another 4 days for one box of tile. They knew of the problem thr day before but did not contact me. I had to reschedule two contractors and we both lost a days pay over one box of tile and very poor ordering skills. read more

Mel and staff are the best around!! The amount of patience,time and compassion is outstanding!!!

Had marble tile installed from tile shop. Mel and Dylan were extremely helpful. A plus.

I had an amazing experience ! my salesperson Mel went above and beyond to educate me on the perfect back splash for my renovated kitchen. i chose a tile brought it home and it looked perfect! i ordered it arrived in 3 days went and picked it up they loaded it in my car. There was no imperfections ,cracks or chips it was carefully inspected.Very happy with my purchase. I will definitely be returning for future purchases. read more

I went to the Tile Shop to purchase tile for my home. Mel was very helpful and I thought there were many choices. Got my tile installed while I was at work. Got home and the tile looks NOTHING like the tile on the display at the Tile Shop. The display isn't even close to what was put on my floors. The manager even brought the display over to compare it to my floor and tried to convince me that it was what I bough. Um...no. I did look at some pieces when we picked it up and thought the ones I saw were fine...but I also thought there would be more variation. The display showed 6 different color variations (green,beige, grey,brown, etc) for a brick pattern. I got TWO..and one of them isn't even on the display. TWO. The manager apologized (whatever) but it appears you have to take out every tile and inspect EVERY tile...this is your responsibility due to "dye lot variations" and "there are signs posted in the store telling you that." I just figured what I was seeing at the store would be what I was spending a lot of money on. Bottom line...just beware of what you are buying because what you see in the store might not be what you get in the box. NOT. EVEN. CLOSE. read more

I have shopped at the Tile Shop for numerous projects in the past and have had minor issues, but none of my experiences could possibly top tonight. Your sales rep Nick (Algonquin location) is inept. He could barely greet me as he was in the middle of eating something. Then when I asked to see pieces of specific tile he brought out chipped pieces. Then when I decided to buy two of them he brought me out same wrong piece twice. TWICE. The tile I wanted was not in stock. He looked in the system and determined that a local store (Lake Zurich) might have them, and two locations much further away have them. If I want to know if Lake Zurich has them, I would have to call. He never once offered to call them to determine the availability. While buying the tile, I ask if this is contractor pricing. He skirts around the question saying he'd look at the account, then pro,ply moves me to a register to pay. As he never answered my question, I ask again. He tells me no, that I'm not in the system that way and there's no record that I've ever purchased anything before. Interesting as I purchased a bunch of the Fired Earth tile a few months back for, the Tile Shop. I tell him I worked with a manager who had been transferred to this location after it opened, and admittedly I gave him the wrong name (I said Justin instead of Dylan) but the man has a pretty distinctive haircut that no one would mistake once it was described to them. He acted as though I had just made the person up out of thin air. Then he asks if I'm returning the tile shortly or keeping them. Does that really matter? Does it change the price? Do you ask every customer this? Do you think I'm kidding about doing tile work? Just speculation, but is it because I'm younger and female? I won't fight for my contractor pricing. Not for tile I'm likely to return now. Honestly, I was disgusted at this point. I felt like I ran into the worst assistant the store had to offer. As Nick is still at the other register, I begin telling another assistant that I've received outrageously awful service and he's interested in knowing what happened. I explain that I think it's poor customer service to ask a customer to call another store to check inventory when that should be the store's job. He immediately agrees that it's unprofessional and demands to know who asked me to call another store myself. I respond with a simple, "He's standing in front of you." At this point, Nick begins yelling that he never said that, that he never asked me to call them myself. I asked him if he was seriously trying to argue with a customer and he refused to back down. I told them that this was ridiculous and that I would not be back to the store. I promptly left without another word from the other employee. Honestly, the tile that was not currently in stock was the one I wanted the most. I understand that it's my word against his, and there is that slim possibility that I may have misunderstood things. I'll give it the benefit of the doubt. However, how could he be correct if I still don't know if Lake Zurich has them in stock? Had he offered to call the other store I would have absolutely wanted that. Come on, Tile Shop. I think some customer service training is in order. read more