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

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. read more

Pluses: Big selection. Liked being able to buy a few tiles to take home and consider, then return for a credit. Minuses: Two salespeople provided wrong information -- one contradicted by everything I read about porcelain tiles on the internet, the other by a Tile Shop phone customer service rep. One employee said their web site shows slip-resistance ratings for their tiles, but it doesn't and they have to contact manufacturers for the info. Even with more employees than customers in the store both times I was there, it was a challenge to get assistance. At least one tile on display has been discontinued. read more

Went on a recommendation by a friend and so glad we did!I The store is very well organized and had enough inventory to satisfy any taste & budget. Their customer service is excellent...ask for Erin - she's awesome! Erin took the time to understand our project, never made us feel rushed or pressured into buying anything. When it was time to make the purchase we provided Erin with our room dimensions and she was able to calculate how much tile we would need (with a a little extra just in case - which can be returned if not used!). It was apparent right from the start that Erin was well qualified and passionate about design. I would highly recommend The Tile Shop - and Erin! - to anyone! 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

Every tile I chose was out of stock! So I asked why are they still in the showroom? Only shrugs from the employees who don't care or don't know. They lost my business as a homeowner and yes, also of my husband, who is a contractor. I'd rather go to Home Depot! At least there you know what to expect. read more

There is a great selection and good quality products, but the service is less than great. We had done an early scouting trip and figured out the tile we wanted. We went back and found a staff member and told him exactly what we wanted and the dimensions. It took an hour and 20 minutes for him to finalize our order. The staff members use an iPhone app to take the order but it inevitably timed out multiple times. Toward the end, the manager came and finalized some items on the order. She pushed us to get them to deliver the tiles for us. It is $50 for delivery. She stated that we needed the tiles delivered on their side so they didn't break. We were supposed to receive a call an hour in advance of the delivery time. They would not give us a better delivery window. The delivery man called 20 minutes before arriving. We were out running an errand (it was a Saturday after all). He called and said he was there but we weren't home yet. He said he would leave the tiles ($1000 worth) in our parking spot. We insisted that he wait til we arrive. When we came home, we expected him to bring the materials inside and he said he could only drop them out front. Not to mention that the tiles were wrapped up in a small palate that could have easily fit in our SUV. There was no special way they were delivered that we couldn't have done in our car. It was a complete waste of money. We called the manager to complain. She told us we were the third call that day but that they were overloaded with deliveries because of their Memorial Day sale and that was making the driver scattered. The apology did little for us. This was our second poor experience with the Tile Shop. The first time, we had a similar experience with the order process taking extremely long. No matter how prepared you are, it will still take at least 45 minutes to process your order and pay. The selection of tile is great. But know you'll need to be very very patient when trying to make a purchase. And DO NOT pay for delivery. It's a complete waste of money. read more

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. read more

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! read more

Worst experience ever. I paid full price for tiles that come to find out anyone can bargain deals as low as 50% OFF. Most of my tile was broken. They were 8 weeks late in delivery. The manager Brian is a liar. I returned the tiles and went to Marble Systems and it was the best decision. The Tile Shop is worthless. read more

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. read more

Erin helped talk us through the right choices for a fireplace remodel. Tile arrived and we realized we wanted additional, matching trim. Emailed Erin our needs and she looked around the store for us and sent a picture of her recommendation. My wife went in and confirmed that was what we were looking for. Today, Erin just happened to be passing by our neighborhood and she asked if she could drop off the new tile, rather than have us go get it. Nice! We've used the Tile Shop twice now and have been very happy both times. Selection is great, as is the customer service. We'll be heading back for our kitchen tile soon. read more

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. read more

We found the most beautiful tile here - we had been looking everywhere! What's more, staff was extremely helpful and knowledgable while shopping. When it came time for delivery, we were at first told that someone would have to be there to put it in the house. When I told them I was the only one there and could not lift 50 pound boxes, store manager Shuhan arranged to be there and did that work himself. He went above and beyond what would be required of anyone to do for a customer and we greatly appreciate it. We will return for more tile as we continue our remodeling projects. read more

Ask for Joe Mata at the Springfield location, he's fabulous! Was great in helping me design my bathroom. I wanted something just a little bit different and he was very instrumental in getting it just right. You will be happy! read more

I walked around this store for 45 minutes looking at tile and not once did any of the employees come over to see if I needed help. I saw a few working with customers but there was a group of 4 or 5 employees just standing there talking. They saw me walking around and not once did they make eye contact. I walked out and won't be going back. I expect at least someone to acknowledge that I'm in their store. read more

Nicole P. went out of her way to give me very specific instructions for the best way to use the sealer and grout mixture for my kitchen backsplash. It was very helpful! read more

It seems like some folks had challenging experiences. Mine has been very pleasant. The sales folks were very personable and spend time with me picking everything out. The tiles arrived to the store on time and I received several calls from the same sales associate that helped me from the beginning. Always very courteous. Much better selection and shopping experience than Lowes or Home Depot. Much larger than a specialty tile shop and model bathroom and kitchens to show you what your tiles might look like is icing on the cake. read more

First time "yelper", 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! read more

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 2nd 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. read more

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

Worthless staff. Sleezy gremlins. You can haggle down to 50% off .... if you want to work with these moronic buffoons. I paid full price like an idiot and after 3 months of waiting for my tile came in broken. And after excuse after excuse the regional manager told me to shove off- not so kindly. I NEVER GOT MY TILE!!! i found out from a friend-who was also severely disappointed that they got 50% off of their tile just by haggling with the reps there. I actually had a friend that worked there and never got his last check and he verified that the sales reps set their own prices. The tile my friend installed cracked and chipped, the grout discolored, and the tiles fell off of the wall. read more

Tile Shop has a phenomenal selection compared to more traditional tiler dealers. I worked with Pamela Hardy at the Springfield location, who was very pleasant to work with. We did a backsplash in marble herringbone and a floor in an abulizer grey slate plank type tiles. Had a snafu when the marble absolutely absorbed any and all grout applied to it, putting us at about 50% of what we actually needed to complete the project. Pamela to her credit ended up delivering the necessary grout to us personally in NE DC during rush hour, which absolutely deserves some recognition/appreciation. Though one might criticize that the correct amount was not included at the beginning, I will vouch that I have never seen tile drink up so much grout (i've done maybe a dozen tile jobs, between floors, backsplashes, and bathrooms), and so I prefer to give credit for Pamela fixing the issue, as opposed to complaining. The tile shop is the way to go for depth and breadth of selection, they have 2-3 times the showroom of other sellers. They also have a steep markup sticker price, and I strongly recommend haggling. Tile Shops business model seems to be geared towards the average homeowner, as opposed to contractors/builders, resulting in far more personalized customer service than one would receive at a more traditional tile supplier. read more

I had the rudest salesman I have ever met in my life named Albert. He was pushy and condescending-snickering under his breath if I did not agree with his opinion) and it was just a degrading and awful experience. The shop has so much lovely product, but I will never go back if he is still working there. read more

The good part of this store: they've got a variety of nice tile that you can't find in big box stores. Yes, the tile is higher priced, but it is unique and I thought very high quality. In fact, that's what drew us to this store in the first place. Now onto the bad parts of this store, and the reasons why I will never go there again. Our salesperson helped us pick out the tile that we liked, then we asked for an estimate. The salesperson gave us a number, and we asked to see a breakdown of cost per item. "I can't do that," the salesperson said. Wait, you can't tell us how much each item will cost? No, he insisted that he couldn't. Now understand that some of the tile pieces the salesperson brought out came from a room in the back, we never saw a sales price, and thus we had no clue how much it cost. So we removed a few items from our shopping list, then asked for another estimate. Using a process of elimination and by finding prices throughout the store, we managed to figure out what each item cost. I wasn't pleased by the fact that the salesperson supposedly couldn't come right out and tell us. In fact, the whole pricing process stank like a used car dealership. Still, we liked the tile we selected, so we went ahead and made the purchase. It was a Saturday, and everything would be delivered by Thursday, we were told. We'd get a phone call letting us know the estimated time of delivery. Come Thursday, we received no call, so I called the store asking what time the tile would be delivered. I was told the delivery date had been changed to Saturday. Glad I called, for otherwise I would've wasted the whole day at home waiting for tile. Saturday, our tile was delivered, and I thought that was that. But looking over our order (and yes, counting our tile pieces), I realized it wasn't our whole order. I called the store, "Where's the rest of my order?" The salesperson replied, "Oh, it's on a different shipment." A bit peeved, I asked, "And when were you going to tell me that? And when is it going to arrive?" The salesperson assured me it would arrive within a few days. Our contractor was scheduled to start work in a week, so I figured a "few days" was OK. In fact, those "few days" turned into three weeks. For three weeks, I called the store. At times, a part of my order would come in and they'd tell me to come in a pick it up - without telling me it was only part of my order. I made five trips to the store to pick up bits and pieces, never the whole remaining parts of my order. I continually asked for shipping information or tracking information so I would know when the tile arrived. I had a contractor scheduled, and it was turning into a living hell of trying to figure out when to start work. When was my order going to arrive? And could you please let me know when EVERYTHING was there, so I wouldn't continually make trips back and forth to the store? Communication with the salespersons was absolutely dreadful. They'd tell me they'd call, then never call. I was ready to cancel the whole order and return everything when the manager finally took steps and got shipping information for me. And she couldn't have done that three weeks earlier? I finally got my whole order, but it was far more headache and stress that I'd prefer. In addition, those last few pieces of tile arrived broken. The store has a return policy, but it's within 30 days of delivery. Because of the massive delay in getting my order - THREE WEEKS! - I couldn't use the return policy on things that had been delivered on time. I will never walk into that store again. Yes, they've got nice tile, but it wasn't worth the massive stress I suffered. read more

The selection at The Tile Shop was vast and the layout made it easy to find everything we were looking for. While they were busy, the staff was great. Jessie helped us with our purchase, he was very knowledgeable and courteous. What really stood out for me was when we had to return the tiles due to a change of plans. The sales staff, Anthony and Tony Carter were fantastic. They were equally helpful even though it was a return, even reminding us about the Saturday morning classes. I would recommend this store and their staff to anyone embarking on a home improvement project. read more

The worst store based on what I read online. They steal and bill customers for products the customer did not receive so in order to make this right they ship pallets to the Managers home then ship it again to make store goals. They treat minority employee very bad and they have a large file with turn over rate! read more

I went to The Tile Shop because I needed to get a small amount of tile for a powder room. The associate that I spoke to (Joe) asked me questions about my project. The powder room was only part of the project; I was also tiling a basement in slate and I actually had chosen a supplier. After talking to Joe he offered the following: 1) The slate that I really wanted in a 16x16 in. tile (not a size option available with the other supplier) 2) A better price than the internet site because I needed almost 400 sq. ft. of it. 3) No additional delivery charge on what amounted to about 2 tons of tile (literally) because I lived so close. 4) A delivery time frame of about a week. I actually appreciated their use of technology with the handheld device. I don't like having to walk all over the store to find an open register. I also liked having the receipt sent directly to my email. I would use them again because the service was impeccable, the tile is beautiful, and they have a large selection. I would normally never use a place this large because of price but for the large part of my project, they were willing to work with me so that wasn't an issue. read more

My fiancé and I just became new home owners in the district and we came out to the the tile shop at the recommendation of our contractor. We were looking for tiles for the backsplash in our basement rental apartment. Both times we came out, we had exceptional customer service and keep in mind, I don't like to come out to Springfield, Virginia from DC but it was well worth the trip. After previous unsuccessful trips to Lowes and Home Depot to look for this tile for the backsplash we decided to go all the way out to the tile shop. The store had great selection and their staff was very informative of tile which normally one would assume should be the case, but let me point out after being at Home Depot and Lowes that simply is not the case. Lastly, their hours are very convenient for working professionals from DC who have home projects, being open late during the weekdays and open both weekend days. So I encourage folks, don't tool around Home Depot or Lowes for tiles, go straight to the source! read more

We Wandered into the Tile Shop in Springfield with a vague idea of what we wanted to do with our bathroom remodel. It was our first day out to get ideas and make some decisions about our first DIY project. The Tile Shop was our third (and last) stop! We were lucky enough to meet up with Erin Hoopes, one of the designers and she was amazing! Erin not only helped us clarify our vision for the bathroom, she guided us making choices regarding flooring and wall tile, glass, sink, mirror, even paint color options. Erin put together a package of all the items we would need to proceed with our DIY project and gave us so many helpful suggestions that made the process run smoothly. We did not once have to run back because we needed some forgotten little thing. My husband built a tiled shower from the bare studs up with help from the Tile Shop classes and online instruction, and help from Erin. His first ever attempt and a resounding success! read more

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. read more

We have visited numerous tile stores and showrooms across Northern Virginia but we come back to The Tile Shop in Springfield for ideas and purchases. The Tile Shop has a well organized showroom full of kitchens, bathrooms, outdoor areas where you can see what the tile would look like in various settings and uses. Their selection of tile, granite, marble, mosaics, accent tiles and other items too numerous to mention is outstanding. Our most recent trip was for fireplace surround and hearth stones. Though I've never run into a poor salesman or associate in all our trips there, it was Erin Hoopes who assisted us this time and she was EXTREMELY knowledgeable in stones and what went with what. Our purchase went smoothly and she went out of her way to provide me follow-up information on other items for future projects. I would highly recommend asking for Erin's assistance when visiting The Tile Shop -- and you should visit them if looking for ideas and tiles. read more

I had a wonderful experience working with the tile shop in Springfield. Their design input was crucial since I was working with original concrete set marble in the main area of the masterbath that I didn't want to replace. I wasn't looking to break the bank since the shower remodel was only to sell the existing home but we still figured out a marble option that fit within my budget that coordinated with the existing main floor. I've worked with several tile stores in the area and this was by far the best experience to date. As advised I brought excess of the tile back since I'm a few hours from the store. Taking it back was easy and their 6 month no restocking fee policy makes doing business with them a breeze. Unlike the hassle and restocked fees I've experienced at the other local tile shop I used in Northern Virginia when working on our home in Old Town. When we settle on our next home the tile shop is the only place I'd go to design my new bathrooms. If you're looking for great product, ideas, and service the tile shop is it. read more

BEWARE BEWARE BEWARE! Similar to others, I had a miserable experience with The Tile Shop. While the showroom looks lovely, you should hope that you never have to engage with the staff or management for any reason after the transaction. They say they have a return policy of "we will take it back for a full refund as long as we still have it in stock and it is in the original box." Yet when I sought to return a few boxes of unused, unopened tile 100% consistent with their return policy, the sales personnel and management deliberately made the return as difficult as possible -- to include trying to persuade me to take a bags of grout and other stuff that I didn't need or want instead of just giving me the refund I wanted CONSISTENT WITH THEIR OWN POLICY. It was an awful experience and showed me that once they have your money in their pocket all of their promises and policies mean nothing. Also, BEWARE of this trick they also pulled on me: If you purchase tile on Monday and they put it on sale on Tuesday, even if the tile is still sitting in the trunk of your car they will make your life miserable if you request a refund for the difference between the price you paid and the sale price. So I said, "OK, then lets do a full refund and I'll repurchase it at the sale price." They told me they would refuse to sell to me at the sale price -- and in fact they did refuse to resell the same tile to me at the sale price. Their staggeringly idiotic excuse was "If we did that we would go out of business." Unbelievable...and fundamentally unethical since everything I asked for and did was 100% consistent with their store policies. This is definitely a store to be avoided if you can obtain the same materials anywhere else. read more