The Tile Shop's customer service is great before you pay, but beware when its time to pick up your order, because service with this outfit stops after they've taken your cash. Half of the tile we purchased was at another store...but apparently it was either lost or resold before we could go pick it up. Manager at the Springfield store where we made the the original order could've not cared less and couldn't be bothered to assist in tracking down our paid for but lost tile. Don't waste your time like they wasted ours. read more

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. read more

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. read more

This store is not very big but lot of options. However, I do think that there should be enough associates to assist clients upon requested. Lot of the associates are with clients or just behind the computer. Then I found a lady that seemed to be not with CL. When I approached her she said she was picking out tiles for showcase. And kept doing her thing. At that point, I was done with the store. I'm never coming back here again. read more

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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. read more

AMAZING Customer Service - GREAT Selection Of Product ! Our Sales Rep Emmanuel WAS incredible ! Professional - Patient- Informative- Hardworking - What a GREAT teammate ! When looking for tile ASK for EMMANUEL ! :) read more

We ran out of tile for our shower and we needed more fast in order to complete the project. We didn't live close to one of the The Tile Shop stores, so we made a special trip. We talked to Mike. They didn't have the tile in stock, but that wasn't good enough for Mike. He put us in touch with a different store. They had the tile.That store offered to have it delivered to the store closest to us so that we could get it in time. Unfortunately, the wrong tile was sent. Everyone involved kicked into high gear to get us our tile. Both stores and the transportation service worked together and, at their expense, hand delivered it to our doorstep. The tile came from a town 4 hours away. Despite traffic and car trouble, the driver made it to our house on the same day that the original problem occurred. The time, effort, and expense that The Tile Shop and their transportation service went through to right a wrong was inspiring and absolutely refreshing in this day and age. And, just to clarify, The Tile Shop did this all at their expense. When they realized they had sent the wrong tile, they never asked us to pay another cent to get it to us. We credit Mike for not accepting the error and for continuing to think of ways to solve the problem and put the customer first. The Tile Shop is first rate. read more

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. read more

The Tile Shop - Huge place - Building Supplies Near Me - Springfield, Virginia

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Excellent experience working with Cynthia at the Oakley store in Cincinnati. Design assistance, helpful suggestions, excellent value, super simple return of a few unused items. We tried the big box alternatives but could not find comparable quality or service. read more

The Tile Shop - Building Supplies Near Me - Springfield, Virginia

Very helpful with selecting tile and was very exact about when items would come in. Responsive to messages and was able to help me pick out a grout color as well. read more

Clean, well organized and fabulous customer service. Having no sense of design, I was so relieved when the salesman assisted me through the selection process. He really knew his stuff about both tile and home design. If you are in need of tile, I highly recommend you visit this store and ask for Andrew Chin. read more

If I could give 10 stars I would! After countless trips to all the tile shops in the area (Mosiac, Floor and Decor, Porcelenosa, Home Depot) I finally was able to select my master bath tile with the wonderful help of the Tile Shop professionals. My design consultant, Sarah Cahill was awesome! She totally helped refine the look and worked with me extensively to ensure I could get the an upscale look for less. Additionally with the help of Tony, Christian even Albert I was able to get custom tile at unbeatable prices. I highly recommend coming to this store to finalize your home projects. They are talented professionals with an eye for design and have just the expertise you will need to finalize your dream project. I will never shop anywhere else for tile again! read more

Very dishonest people. They tell you they will do one thing and then do another. We really wanted to use them, but like most big companies they don't seem to care about what's right and wrong. Very Very Bad customer service!! Spent over $21,000.00 to spend my time arguing with disrespectful, employees. I called corporate to complain and they never called back. . . read more

This place blew us away. The selection quality and prices were outstanding. Thank you for helping us with designing and selecting the best kitchen and bathroom. read more

STAY AWAY FROM THE TILE SHOP. They have NO customer service. You can find similar tile for less money. We made a BIG mistake and purchased $8,000 in tile, The driver that delivered our tile cracked our driveway, and my husband had to help unload 11,000 pounds of tile. The grout is EXTREMELY expensive and you are FORCED to use the grout they sell because it is not for sale at another store. the staff is clueless when it comes to answering ANY questions you may have. The manager is not concerned with repeat business. The manager "Slavia" will not make any effort to assist a customer with any needs/concerns. STAY AWAY FROM THE TILE SHOP read more

The Tile Shop in Springfield, VA, is terrific: the other five or six tile sources I checked out first do not hold a candle to it. The Tile Shop has a huge array of gorgeous tiles and its showroom has numerous traditional and contemporary bathroom and kitchen mockups. I went in with a very definite idea of how I would renovate my bathroom, but when I saw what the Shop had to offer ..... wow. I now have a completely different, lovely bathroom. The displays were key to visualizing how the wall and floor tiles would look. Ask for Chris, a sales associate; he is terrific. He has a lot of practical experience in design and installation, plus a very acute eye for color and texture. And patience! He was really helpful when I abandoned my first plan and launched into an entirely new concept. (If you are using a contractor, you get a better price on the tile.) read more

The name says it all - if you need tile, just come here. Don't waste your time going to Lowe's or Home Depot, just come straight to The Tile Shop. The staff is ridiculously helpful and will educate you on all things tile. The selection is amazing, from low-end to some super fancy ish. Contractors who have accounts here get sick discounts, so if you're working with one be sure they do the ordering. The prices are a bit higher here, but look at the difference in selection, quality and expertise, and you'll understand why. read more

If you're looking for floor tiles or wall tiles or any tiles at all for your kitchen or bathroom, this is the only place you need to go. Forget about home depot. I should have gone here earlier to buy the tiles for my bathroom and kitchen renovation. The selection is at least 10x greater than HD. Even though the prices are a bit higher than HD, it's worth buying the tiles here because they have a way better selection. Tiles aren't the biggest expense but have the biggest visual impact in a renovation so it's worth it to splurge a little on nicer tiles that you will be seeing and walking on everyday. I will definitely come back here for future projects. read more

I was emailed that my order was in. I showed up to pick up the tile and supplies at the store, however I was missing one purchase. I was told they only had the one piece at the Manassas store and were unable to ship it to this location. I need to drive there or wait two weeks for the next delivery from the manufacturer. The manager was of no help. For that misstep I am deducting two stars...Joe and Danielle who did a tile class on Saturday morning get five stars, they are excellent presenters and Joe knows his stuff. Needless to say after the class I bought all the tile and tools needed. They gave me a great price, looking forward to putting into practice what I learned. My hats off to this store for having great folks teach new things to customers. I only wish they followed through on my purchases.... read more

I can describe my experience in three words - It was awesome! When I first walked in, I knew I was in the right place. The showroom is pretty spectacular. I walked around the store once and then my salesperson, Julian, offered to assist me. He gave great style advice, was extremely patient and kept me on track with getting what I came there for. I so appreciated it because the selection of tiles can make you lose it and want to change your mind over and over again. I now have a few ideas for future projects and plan to stick with "my" guy... read more

Got our tiles and backslash here and we are thrilled with the results! The sage backslash tiles I got here can't be found anywhere else and they are stunning! Great service also! read more

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. read more

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! read more

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. read more

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. read more

If your looking for tile this is a great store. The displays are great for ideas. The selection is great and the tile quality is much better than a hardware store. . We were helped by Pamela,she was great. She's very knowledgeable about the products and design. We had one bathroom done and just ordered tile for our second one. We ask for Pamela again. If you have a contractor you get 25% off of your tile order. read more

The Tile Shop - Our remodeled bathroom. We love it. All the tile and accent tile is from The Tile Shop in Springfield. - Building Supplies Near Me - Springfield, Virginia

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I'm surprised to see so many glowing reviews of The Tile Shop. It's not bad, but it's not that great, either, in our experience. The selection is fairly broad, and it's a nice retail setting. However: * Their tile is pricey. The marble floor tile is twice what it costs at Home Depot. Is it better? Hard to say. But their "carrara" marble is not from Cararra or even from Italy. * I greatly disliked their practice of ringing you up on a handheld device and then sending you around back, to a loading dock, to pick up your order. We waited a while for our order to be there. * I also had to insist on a printed receipt; they had suggeseted they would just e-mail it to me. * They don't seem to have information ready on the durability rating, water resistance, or even the grade of a given tile. That's pretty basic stuff. All in all, they have a much broader selection that at the HD or Lowe's, but I think the service doesn't justify the markups, versus at a smaller tile store, where prices are probably just as high but tile knowledge is perhaps higher. read more

Love this place. They have great showroom bathrooms and kitchens that make you see the tile in use. Excellent selection and great service. I WILL use them again. read more

OH MY GOD! I couldn't find the other place I usually go, where they are so glad to have you in the store, they practically bake you a delicious lunch, and wax your car.... ...but it was dark, it had been 2 years and almost 6pm. I spontaneously decided to stop in here on a maiden voyage to this business. The shop is big and APPEARS to have a huuuge selection. BUYER BEWARE # 1: 99% of everything you see is NOT in stock. You must give them money first, then wait a week, and hope. Now for the money part. I found 3 samples that specifically were IN STOCK (there were only 3 types in the entire store). I bought 2 of each to bring home and decide which. I asked the salesperson "I will be returning 4 of these, so ...will this be an EASY exchange?" Of course she replied "YES". I felt warm and fuzzy over her response, and with super nice prior tile experiences, I didn't hesitate to hand over $57.00 for the 6 tiles. (By the way, it is worth noting that the OTHER store GAVE me samples for NOTHING, and simply pleaded that I return them when I return with my order. BUYER BEWARE #2: THEY DON'T GIVE YOU A RECEIPT. Deborah said "We're a green company, so we email you the receipt. In a moment of a lapse in brain activity, I said "OK" So Deborah whipped out her handheld device, and began asking for my personal information which I hate to give out, but I did. After 2 days, there was no receipt in my email, and it wasn't in the spam folder either. Now I had NO RECEIPT. I returned 2 days later to make my purchase of travertine tile. Deborah wasn't there, but I had called her hours prior, and said I would come in late, and to be ready with my order. When I arrived, the salesman couldn't find me in the computer. After 15 minutes of research, he did find me with my name spelled incorrectly. I said I wanted $275 worth of travertine, and simply deduct about $32 from that for the 4 tiles I was returning to make it $243. Mr. Salesman said "Oh we don't do that. We have to issue you a corporate check from corporate headquarters. I reminded the young man that I gave him cash.; Not a credit card. He said "Gee we don't have that much money in the store" and actually there was no cashier machine visible. I reminded the young man that basic math would dictate that I didn't want money from him. In fact I wanted to give him MORE MONEY, just $32 LESS from the $275 that I was about to GIVE HIM. The young man re-iterated that I needed to wait for a corporate check from the company. Deborah lied. They Do NOT do EASY RETURNS!! BUYER BEWARE #3: THEY DON'T GIVE YOU INSTANT REFUNDS, EXCHANGES or even apply a CREDIT for your samples to your final purchase....YOU MUST give them your home address, home phone number, personal information, WAIT 2 days for processing, and WAIT 5 more days for snail mail, then put the check in your pocket, then DRIVE to your bank, and deposit it into your account, and then DRIVE back home again. What morally challenged Tile SHOP CEO came up with this accounting scam? I was even on the phone with the manager, and while he spoke his intricate blah blah blah reasons, I imagined the sound of a wonderful blue sky, warm 78 degree wind blowing over my face, the sound of seagulls, and gentle waves crashing at my feet. When he was done talking, I took my sample tile off the counter, and said I would never return. There are so many tile places out there that bend over backwards for their customers, that this was s huge joke on me. If interested, the other place is Tile America, but there are PLENTY of local SMALLER shops that will do cartwheels for the customer. read more

I visited the store on the advice of my contractor, and Tony (now the assistant manager) helped me pick out tiles for my kitchen backsplash. He listened, advised, gave me appropriate space and time to wander the store and contemplate options (but did not abandon me), and explained why some of my choices would work and tactfully explained why others would not. The tiles came in on schedule, my backsplash is beautiful, and returning the excess materials was a breeze. For all your tile needs, The Tile Shop in Springfield is the place to go. (I'll be returning when we re-do our bathroom.) read more

What I love about this shop is not only the wide variety of selection, but the examples of rooms that they have. It's hard to imagine a floor or a wall when you look at one tile or even a few put together. But the main reason I give them five stars is because of one of their guys, Gary Marion who helped us throughout the entire process of renovating our master bath. He is knowledgeable about the products but also understands the work that needs to be done which is a great help because sometimes we have an idea of what we would like and he would let us know that it was something that would be doable for a contractor or if not, some alternatives. He is great with coordinating the different tiles and was key in the result of our master bath renovations looking amazing. Highly recommend The Tile Shop in Springfield - and ask for Gary. read more

The Tile Shop - Our shower turned out amazing (as well as the floor). - Building Supplies Near Me - Springfield, Virginia

Great service today & the individual really helped steer me to the right tile for me project. I would have made a big mistake otherwise. High prices only keep this rating at 4 stars. Vast selection. read more

Pamela was very helpful when I was in buying tile and worked with color coordination to get everything just right. She is excellent I would recommend her to anybody. Not pushy or hovering like others. read more

This is one of those places where your experience totally depends on who you are working with. Service seems pretty inconsistent, but we had a very positive experience with Shu-Nan on our master bath tiles. He was helpful in guiding us, responsive and professional. No issues with returning stuff we didn't use or with broken stuff. read more

We recently finished up a major kitchen and bathroom upgrade project and our contractor recommended Colin Erskine of The Tile Shop. Colin guided us through the overwhelming decision making process for our kitchen and bathroom tiles, and we could not be happier with the results. We highly recommend Colin and The Tile Shop. read more

I am very clipped with my reviews and will 'flame' any establishment that fails to meet my standards, especially when I've spent over $5,000 with them in less than 2-months. This store helped restore my faith in companies that work on commission and advertise that are here to 'help'. Tony Carter was our sales rep and couldn't have been more helpful in the selection of our tiles (complete master bathroom modeling and kitchen back splash) and mitigating of the normally expected husband/wife quarrels. I definitely recommend making an appointment and not do as we did and just drop by the store. We had to wait +/- 30 minutes a couple of times but it was a Saturday - still, happy we waited for Tony. He did not try to up-sell us on anything, read our styles, and helped us firm up our plan. When we were completed with our remodeling, our contractor took back the excess materials and the Tile Store refunded them without issue and quickly credited our account. A great selection, very fair pricing, and customer service that you always hope to get but rarely can. Will definitely keep them as our only source in the future - the discount for military also didn't hurt. Congrats to the store and to Tony for a great experience. read more

Do NOT shop at The Tile Shop if you want to buy your products from a company that backs their products. They are great when they are selling you the product, but if you have a problem with said product, they do not stand behind it. Instead, they come up with faulty explanations and leave you having wasted all of your investment in their product. Be warned! read more

The Tile Shop told me which grout I should buy to use with my Carrerra marble tile. Unfortunately, the grout they sold me is specifically *not* recommended for use with marble tile. When I tried to return the grout, the salesman argued with me - despite showing him the specs from the manufacturer's website - because he'd used that grout himself on marble tile and hadn't had a problem. Guess the manufacurer just doesn't understand their own specs. Further, I asked for assistance carrying in unused tile because it was too heavy for me. I was directed to bring my car to the front of the store because it was pouring rain and they didn't want their product to get wet. (Don't mind me - I'm just the customer.) So, I had to walk back to car, drive to the front of the store, have the tile picked up, drive back to a parking space, and walk back to the store - all in the pouring rain, and all so their product wouldn't get wet. When I complained to the manager, she told me most customers just park illegally in front of the store. I suggested rather than blaming me for getting soaked because I hadn't parked illegally, she could apologize for poor customer service. She looked at me like I was from Mars. Will never be back and will never recommend them. If my contractor hadn't known his stuff and understood what was needed, the grout they sold me would've damaged a ridiculously expensive project and set back my timeline. Uneducated staff and blaming the customer? No, thanks. read more

I'd recommend avoiding this company. I would not buy from them. I ordered a sample which was either the wrong sample or it did not represent the posted product. I asked them to correct their mistake and they refused. If this company can't do the right thing on a few bucks worth of samples, do not expect them to help you if they mess up a larger order. read more

Please beware of shopping at the store! The showroom is beautiful, but in this case BEAUTY IS JUST SKIN DEEP!! My quest for bathroom tile began at the Tile Shop on 7/21 and ended on a very sour note on 8/17. I now must start the process once again and rest assured it won't be with THE TILE SHOP!!! I chose my tile as a result of seeing one of the show room bathrooms. I loved everything about this stone tile and accent pieces. My contractor, my husband and I met to purchase the required material on 7/21. We worked with the Assistant Manager who wrote up the order. If it weren't for my husband's discerning eye, we would have been charged $800 too much. That should have been our first indication that this was not a company that we should deal with...but accidents happen. We were told the tile had to be trucked in from their warehouse in Michigan but should arrive in 5 days. The manager would call me when it came in. Nine days passed by with no word that the tile had arrived. I called the store twice and each time got a different story as to when I could expect it to arrive. I never received the phone call that was promised by the manager. On 7/30 I called again to check on my order and was told it was in. The person who answered the phone was very unprofessional. When I asked how long it had been there, he didn't have a clue. On 8/1 my contractor and I went to pick up our order, a 2 hour experience. From the start it was confusing. One clerk would say one thing and another would totally contradict the other. We asked to speak to the assistant manager who finally directed us to the pick-up area. To our surprise, the tile that I ordered bore no resemblance to the tile they delivered. The color and texture of this tile was not even close. At that point the manager said that stone varies because it is natural. He never warned me about this previously, though I'm sure he was well aware from previous experience. There was even an entire box of broken tile, that if we had not insisted on checking at the bay, would have been "our problem" to the tune of $110. Attempting to work with us, he then ordered 1 1/2 the amount of boxes of tile from another location hoping that he could deliver enough genuine product for our project. I waited for his call again so we could go pick it up. I asked for an ETA but one never came. On 8/15 at 5:15 I went to the store to ensure I didn't get another run around. I asked when my contractor could expect to pick it up so I could give him a heads up. I was told their truck was late that day but insisted that my order should be on it. A short hour later I DID receive a call indicating that my tile was in and that I could pick it up immediately (previously I had been told it took a few hours to check in the inventory from a shipment). I can add 2 and 2, CAN YOU?!! So on 8/17 we again went to pick up the order. Since we had been burned before by this employee and theTile Shop, we insisted on inspecting the 18 boxes of tile to ensure they were what we ordered. The first couple of boxes were pretty good. But we needed 12. By box 3 we were disheartened. Thereafter were whole boxes of defective tile. The manufacturer had left a pattern of circular marks on the face of the tile that were clearly discernible and unacceptable. After AN HOUR of inspection, we took a step back and realized that there was no way we were going to be able to get 12 good boxes. We had less than 4 after inspecting 12. On further review what had transpired was, the warehouse had shipped 18 boxes of "Customer Returns". Every box had been previously opened and most of them were unacceptable. If we had taken 12 boxes sight unseen as the manager had expected, we would have been ROYALLY BURNED. In the end we asked for a full refund. It was granted but still we could not go home and lick our wounds. We had 12 boxes of tile blocking our way. The Assistant Manager and the Manager had both neglected to ask the workers to help us put the tile back on the pallet so it could be returned to the bay. I had to politely ask the 4 workers who were just standing around the loading dock for assistance twice before anyone moved. By the way, we had segregated the faulty tiles so that they would not be put back in inventory ( you are welcome for our labor) but when they packed up the boxes, all were mixed together. Clearly another customer will have our same experience and I wouldn't wish it on anyone!! Sorry for this lengthy review, but a few words don't do justice to this level of bad customer service and non-existent quality control!!! read more