Ugh - I don't know what happened to this place or if COVID-19 just made them all lose their minds, but The Tile Shop is now the worst. All I wanted to do was order four pieces of tile in order to repair some broken pieces in my bathroom. They weren't in stock, so they had to order them and I was told they would be in the next Saturday and my sales guy would call me when they were there. No call. I finally called at the end of the day and was told that all four pieces arrived broken. Apparently, no one thought they should call to let me know. Said that he would reorder them and "expedite" the shipping so I would have the tiles in two or three days. Four days later I call again. Apparently, my sales guy is the only one who can help me and he isn't there, so the person who answered the phone said she would have him call me. No call. I call back the next day and was told he wasn't in yet, but he would call me when he got in. No call. I call back at the end of the day and was told my sales guy had the day off. The next day, Saturday (a full week after the tiles were supposedly expedited), he calls to say they are in. I go to pick them up and they hand me four tiles - one of which is obviously broken. I point this out and they look at me like I am stupid for not just taking it. The woman who brought me the tiles literally said, "Well, if you don't want to take it, we have to reorder a new piece of tile for you." So I guess she thinks I should just replace a broken tile with...another broken tile? What??? My sales guy supposedly orders me a new tile (for the third time) and again tells me that it will be "expedited" so I have it in a couple days. Sarcastically, I say, "So, another week?" and the guy replies, "no, two days." I point out that is exactly what he said about the last order and that it is now Saturday. All I got was a dead-eyed stare from a drone who obviously couldn't care less. Well, guess what? It is now Saturday and still no replacement tile. And no phone call. Just don't bother with this place. It is crazy that you can't just buy tile here - it is in the name of the store. The customer service is terrible, they have no interest in actually getting you anything you need, they don't follow up with you, they lie, and in the end, you end up with no tile. Boo. read more

Nice tile, but I walked out with way more than I needed for a small project. Turns out they sold me a box that had been opened, but will only take back full boxes. I my first experience here, and think I will move on. Not only a waste of my money, but a waste of an almost full box of tile. read more

We returned tile for a friend and they were very helpful in the process. The guy that waited on us was very friendly.

Great service. Good selection. Easy pickup or delivery. We're redoing a laundry room and they had a variety of tiles to choose from. The team was helpful and offered numerous suggestions and recommendations, but also gave us the opportunity to explore on our own. In looking at other customers, they'll stick with you as much or as little as you'd like. And several of their team members stopped by to check in on us throughout the process. Highly recommended! read more

My tiles are amazing but I had a box left unopened and they won't accept after a 90 day return. I was not told at the time of purchase. This should have been explained to the customer there policy return. Very unprofessional customer service. read more

I found their selection of tile to be excellent. Justin helped me pick out tile for my shower and made sure I had all the extra pieces that I had not thought about. The delivery driver was very nice and arrived as scheduled. Would definitely recommend this place for all tile needs. read more

I had such a wonderful experience at The Tile Shop! The options are endless! Trent and Shannon were absolutely amazing and truly have an eye for good design! They guided me through the entire process of what I needed for the install. Pricing is competitive with quick delivery! They also gave me a list of top rated installers. I highly recommend this place! read more

Loved working with Timmie, who is this company's only saving grace. If it wasn't for him, I would go to Lowe's. Returns are impossible. read more

The Tile Shop - Returns are more difficult than they need to be. - Kitchen & Bath Near Me - Lexington, Kentucky

Spent lots of money there on retiling our master bath shower etc. ...the first sales rep was pleasant but the 2 subsequent guys were not so pleasant...the last young kid was a real snob! Not going back....below par customer service. read more

I only gave them one because I could not give them zero. I purchased marble mosaic for a bathroom remodel. Purchased everything they sold to do the job even the sanded grout. I asked more than once if it will scratch the marble. They said as long as you seal it before grouting it will be fine. Our tile guy did what we said. Our brand new marble floor looks like it has been on the floor of a skating rink for 20 years. I am beyond devastated. I don't have $1500 (That's not including labor) just to throw away. Every time I walk in there I can't help but look at that f'd up floor. I call them get this whole line, "we want to make you happy we'll come and look at the floor to see what can be done". Left my number with them at 8 am. At 3:00 I called back to see when they were coming and the guy had gone home. I called the next day and could not get him and no help from the person I had talked to before. I called the corporate office the only thing the could do was send the Lexington office a message. I still have not heard from them. I went to another tile store to see if there was anything I could use to buff the scratches. Explained what happened. The guy said let me guess you went to the tile shop? He offered me tile to replace the floor at cost because he could see how upset I was. Don't rely on the knowledge of the sales staff and if you do and you get messed over don't count on them to make it right. read more

The Tile shop has a wonderful selection and knowledgeable staff. I have a hard time selecting tile (no vision) but Shane was fabulous and helped me choose what I needed and wanted for my master bath remodel. I am going to go back to them for my kitchen floor. He already helped me select the tile I want for that and even considered that some colors will show my dogs' filthy paw prints more than others. I'm impressed. read more

No customer service. Went in and there were lots of employees there but no one would wait on me. Finally went to the desk and a lady who was on the phone helped me when she got off. Would never spend one penny at this store. read more

Great selection of tile. When I bought tile I knew how many square feet I needed, but the salesman encouraged me to buy it by the case because that's how they ordered it. He said its not a problem to bring any leftovers back. I took almost a full case back today ($100) and they would not give me a refund because it was over the time period required. The rude salesman said he would just throw it in the dumpster. Very poor style of customer service. Can't recommend them. read more