The Tile Shop

I received outstanding service and support from Tom Garrett. I truly had no idea what I wanted do to with my fireplace. Tom did an excellent job of helping me narrow the myriad choices and followed up with prompt and detailed answers to my questions via email afterwards. In the end I decided to paint instead of tile, but he will be my go-to, and my recommendation to my own clients, because of his expertise and terrific service. It is hard to find this kind of support!

When I came to the Tile Shop at Springfield VA, before placing an order, I asked for a confirmation of the availability of my selected tile. A salesman promised me that the tile will be available next day for pick up. I called for confirmation again after I got back home, and the salesman said that he's sorry as he confused the day and the tile would not be available until end of the week. At the end of the week, I called again, and the store informed me that the tile will be not available until the following week. Do not believe what salesman promises you at the Tile Shop in Springfield, Virginia. They just want you to place an order without caring about its availability. The integrity of the Tile Shop is lacking and its customer service is atrocious. I would not recommend this place to anyone who is looking for a good shop to help with their home improvement needs. 0/10 ratings.

The tile selection is great. Problem...Delivery! I was told by Matt that my entire delivery would come on Tuesday and the delivery guy would call an hour prior to delivering my items. I took a day off work for the delivery. The delivery man called ten minutes prior to arriving and only had a portion of my items. The delivery guy also told me they are not responsible for carrying the items into my place! I had to carry the boxes of tile in! Why did I pay the $50 delivery fee? For the remainder of the delivery, I opted to go to the store to pick up the items versus waiting around the house all day for the delivery. My advice...pick up the items yourself.

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. Many people would call them expensive and if you are looking for run-of-the-mill ceramic tiles, you can get them cheaper. But If you are looking for specialty items (which I was), they are priced similarly and I was hard pressed to find cheaper on the internet. My parents are getting ready to do a tiling project at the end of October and I have suggested that they go to The Tile Shop to find the tile.

The products were very nice. The problem arose when I was returning some unused tiles & other products! The process in returning is that 1st you go to the Return Dept. in back, and they give you some paperwork detailing what you've returned. Then you go into the shop and they process your return and give you a credit. The salesman with whom we'd originally dealt, Jose Ortiz, said rather unpleasantly that only FULL, UNUSED packages could be returned. However, the VERY NICE GENTLEMEN in the Return Department said "don't worry, we'll take back packages with a couple of tiles missing; we'll just issue a credit for a partial return". You see, I soon discovered that, because the salesman got a COMMISSION on his sale, he didn't want to accept ANY returns - because he'd have to give back his commission! Anyway, I went back to The Tile Shop twice with some returns. On the 2nd and final return, my original salesman, Jose Ortiz, acted rather odd and took a bit too long to issue the credit for my returns. After receiving my paperwork, which, by the way, was VERY confusing, I went to my car to review all of the charges and credits. It didn't take very long to determine that Jose, with whom I'd always dealt, had SHORTED ME! I had brought in 3 different products to return; but he only credited me for TWO! I went back into the store and told him that he'd made a mistake! He was not friendly, he was NOT polite. For example, IF it had been a NORMAL mistake, he would have said something like "I'm sorry, I must have missed that one!" But that didn't happen! And BTW, that would have been VERY unlikely because I had THREE returns, but he ONLY processed TWO! He just reprocessed my returns, without an apology, without any comment as to the mistake! Bottom line is, if you go to The Tile Shop, and if you deal with Jose Ortiz, be very, very careful about the charges and the credits.