I was a bit worried when I first saw the average rating, but was pleasantly surprised with the experience I had with The Tile Shop! We were looking for a more high-end, custom type of tile - wavy glossy charcoal tile to work for our shower renovation. We couldn't find what we were looking for online at other tile stores or at Floor and Decor, so decided to stop in here. Their tile variety is nice, and they definitely have some more modern, elevated types of tile! I was impressed with some of the styles. The shopping experience is mostly on-your-own: they have the tiles all displayed at eye height, and some samples below it. There are a few salespeople / admin team members stationed at a few desks with computers in the middle of the store, but found that they didn't approach me, so if I had questions or wanted to purchase I needed to go to them - like it was a check out counter. Staff is a mixed bag - some helpful, some not so happy to be there. The tile is certainly not cheap, but that's what you get for more luxe looking stuff I guess! I was a little bummed they didn't have what they had on display in stock, but what I ordered only took about a week to arrive in store. When I needed a few more boxes, they helped me reorder again - and again a week. However, they helped me get it shipped to their other location so I could get it a day sooner. They also took back my two unused boxes for refund. I liked the variety of quality options here and appreciated how what they stocked differed from other places! read more

The best shop ever for tiles the service was amazing and the customer service did a good job 10 Stars around

We had a great experience working with staff to pick out samples and ultimately buy the wall and flooring tiles. However, the tiles were to arrive in 7 days and I had to call at 10 as they never called to confirm. When we arrived, many of the wall tiles were broken. They pulled out what they could see with promise to replace. Still waiting for that tile. When the installer opened up the tile boxes I brought home, many more tiles were broken. Now the installers are threatening to surcharge me do to delayed start on other projects. Still trying to get a resolution from the Tile Shop, let alone a sincere apology. read more

Great experience...Cameron Valdez was helpful, patient, and he hustled! The Tile Shop isn't a place where sales people actively move around the store and seek out customers, Many people come in and browse, then approach one of the counters when ready to dig in to selecting and advice. So it doesn't surprise me to see comments from individuals who say they were not assisted immediately. What would be helpful for those not used to or demand immediate attention like that of car salespeople, TTS should post a sign at the entrance "Come see us at the main counter for assistance" read more

I walked into this large store and was overwhelmed. There were two people talking to the left and I wasn't sure if they worked there then as I sort of slowly walked in I realize they did work there. They didn't greet me but when I did ask for help they found me a sales person, they must have been managers. Thomas helped me find what I wanted. They had a lot of beige options, but I needed color. Thomas showed me everything they had in my teal, dark cyan color palette and I picked the one tile option I liked. Their policy is you pay for the sample but then if you return it, they credit you. So my tile sample was $8.06 and it will be at the store on Saturday. Can't wait to try it out in my kitchen! read more

I've been looking for a backsplash for my kitchen and called and set a time to meet with a rep from the Tile Shop in Plymouth. I arrived about 5 mins early and had to asked if someone knew where I should go to find the person. They told me to wait right where I was and she would be out shortly. Then, another rep asked if they could help. Once again I said I was to meet "rep" around 10:30. They called over the PA as the rep was coming from the back room. The rep caught my eye then walked towards another customer whom I assume they were helping before I arrived. This rep didn't greet me or even acknowledge I was there and didn't even say "give me a few minutes and I'll be with you". The other rep was standing around and didn't even offer to see if they could at least get things started. I ended up walking out since I was standing there with no where to go. When I set up the appointment they had taken my phone number. I never received a call asking if they could try again or apology. I guess they never had their customer service training yet. Won't use or recommend this company. read more

Ask for Carolyn at the Minnetonka location. She is amazing. I'm sure the other staff is equally wonderful, but I met Carolyn on my first visit and just love her. She remembers me when I come in and is so helpful and really knows her stuff. The selection here is extensive, and the prices are pretty good. Carolyn hooked us up with a bit of a discount, too! read more

Seriously grateful for my experience with Jin Robinson! Not only did he help me fit my budget but the guy literally had mercy on me when I showed him how much I had to work with for a budget project. I went to the Carlson Parkway location in Minneapolis area, trust me it is worth the extra 15-20 drive to this location over the other ones. I read about people's experiences with this location over the others and I literally drove 20 extra minutes out of my way to go here. WORTH IT! Thank you tile shop, I will be back when I do my basement living room and laundry room! read more

Great place to find customer service if your looking for tile! My wife an I were looking for some tile to create a small place for our dog (he has an addition to our tile in the kitchen because it is cold). They said well if it is just for your dog we can give you an old discontinued floor sample! Wow, I said that would be great. How much? Free! Talk about service. I know where I'm going for my next tile job. They have me for life. read more

Completely ignored for 15 minutes though in our 60s, so we continued to browse on our own. The big, bald guy eventually came over with a smile and asked if we had questions. When I told him about our project, he repeated, "do you have questions?" So, I asked for his recommendation and he said that all of the tile was good after 16 years of working here. I tried again to ask an acceptable question which he belittled, so I said, I thought you were serious about asking questions. Because he was so combative and unhelpful, I dismissed him. Customers should not have to ask for help to get good service - that is not the standard of our society today. Other staff are helpful and so a few stars, but avoid the big bald guy! read more

When I walked in the Friday before a national holiday weekend, the place was pretty quiet. The first thing that happened was a lovely greeting from a very gracious employee who took me around the whole showroom. There are a million examples and ideas you can gain inspiration from as you try to decide what the next step on your home improvement/design journey is. I found some tiles that I fell in love with for the kitchen. Like other stores, they will let you buy and make sure you like it with their return policy for one off purchases available in store. They also offer 9:30 am classes inDIY tiling for those who are new to it. I'm so excited I found this place! read more

For the 5219 De Zavala Rd, San Antonio, TX location; We went to pick out tile for our shower but left the measurements at home. We were going to return another time to make the final purchase. The sales person stated that we would be able to return anything unused so to save a long return trip, we overestimated the quantity needed to make sure we had enough. When the project was complete, we brought back the additional tile but they would only return a couple of items that weren't in boxes. They stated that they don't accept anything from a partially used box even though you can buy the tile by the piece. We had even purchased some of them individually and yet they would not return. This was contradictory to what they had told us and we had purchased a lot of expensive tile. We had purchased two fairly large stone curb tops for the shower and luckily we only needed one. One of them had a large natural crack in the stone and was not acceptable for use. They reluctantly accepted it in the return. Their prices are a little higher than surrounding stores but having the displays for ideas and not having tile thrown about like the others made up for it. It's the only reason for the one star otherwise I'd give zero. We are notifying the contractors we work with to stay away from this place. Update: When returned at time we could speak with the store manager. He insulted us and stated we should have looked on the receipt that we had purchased boxes instead of listening to his employee who said they would return them. He still refused to return the tile and would not take responsibility of the store or it's employee's actions. read more

Got completely ignored when we stopped by today by today likely because we are "young." Believe it or not, people in their twenties own homes and do renovations! We were looking for bathroom tiles, and 8 employees walked by us without even acknowledging our presence. Then once we did flag someone down, they spent 3 minutes with us and didn't even finish answering our questions before running off. Oh and the store was completely dead...so there was no reason we shouldn't have gotten amazing service. Oh and by the way...it's for us to decide how much we want to spend on tiles. Stop stereotyping us by saying these are the "cheap options." Don't waste your time here! read more

This place rocks! I got great help from Darren. He helped me with the wall tile, my deco design, my floor tile, the whole project. If you need help ASK. I asked for help and got 5 star service. I'll be back for every project. read more

Walked in and met immediately by an associate. We told him we were there to begin getting ideas on a bathroom remodel. He walked us around the entire showroom to show us various ideas, asking questions about our space, likes/dislikes etc. very friendly. Very helpful. We were able to narrow our choices to a particular stone / look. Not going 5 stars yet because we haven't purchased yet or needed anymore service. Initially we are happy with our service. read more

Completely ignored while we spent an hour in the store, saw multiple people and no one even bothered to say Hi. Never returning....

I was doing some shopping around for a couple of home projects I have, looking for stone and glass tile for two different areas in my home. This place has a HUGE selection but it's mostly stone and ceramic so if that's why your looking for definitely check this place out! They have reasonable prices as well! I give it an OK due to their selection of glass tile which was poor and their service. It was probably just the guy that I dealt with, he was like a used car salesman, pass!!! read more

I am a firm believer in complimenting outstanding customer service. The Tile Shop, in Plymouth, has been my supplier of choice since a client of mine asked me to check them out. Very knowledgeable sales staff, and wonderful, organized display space. Paul Karls has been my salesperson from day one. Very reliable, and he even makes deliveries on his days off to keep his clients on schedule! I wonder what his wife thinks of that ;) read more

This is my experience: On Apr. 19, I purchased wall and floor tile for a bathroom. The wall tile was a stocked item; I was told my floor tile would arrive the first or second week of May. On May 8, I went to pick up my tile, since my tilesetter was coming May 11. I picked up my wall tile, but was told "someone must have gotten in front of you" for the floor tile, and they could no longer give me any ETA for my floor tile. I scrambled around all weekend to find a floor tile, and found one at Kate-Lo. I want to say the people at Kate-Lo and Tile By Design were very helpful. During this whole process I carefully reviewed my Tile Shop receipt, and found they billed me $486 for some chair rail that I never ordered or received. When I showed this to an employee at Tile Shop, he said he didn't want to deal with it; he wanted me to contact my original salesman, who wasn't in til the next day. At the time of this writing, this is not resolved. In my final (and I mean final) visit to the Tile Shop, I came to exchange sanded for unsanded grout and return a couple small items. The salesperson was fairly seething with nastiness; I finally said, "Return it all." I unloaded the whole miserable saga on her; to her credit, she said, "I'm sorry you had a bad experience." To net it out: The Tile Shop has good prices on some tile. However, for the materials I was looking for, their products were low quality. I have heard several anecdotes like mine, where promised materials were suddenly unavailable. Be careful they try to sell you stuff you don't need, plus make sure they aren't adding totally unrelated stuff on your bill. Or, just shop somewhere else. read more

Good selection of tile and lovely displays, but frankly I have had more attentive service at Home Depot or Menards. There seem to be an abundance of salespeople on duty, yet you have to go out of your way to get their attention. To top matters off, I didn't even get a thank you in the store when I checked out. I will avoid returning to the Plymouth location in the future. read more

Seriously lacking in customer service. I have been to the Plymouth store several times, looking for bathroom tile. The first time was to just look and ask a few questions. I was ignored the entire time I was there. Staff would glance my way but offer no assistance. Possibly they are instructed to ignore browsing customers until they ask for help? On my second trip there I specifically flagged down staff so I could ask a few questions. I spoke with a guy (didn't get his name unfortunately -- taller, bald) who interrupted me twice as I was explaining my project to ask me "do you have a question in there?". Mind you I was speaking less than 30 seconds when the first rude interruption happened, and another within fifteen seconds after that. He then took his time telling me about a $5,000 tile purchase that another customer recently made -- making me feel like it wasn't worth his time to help with my project. I just picked up my purse and told him I stopped by looking for some help/advice and turned to walk out. Only then did he ask if he could show me some possible tile options -- none of which were what I mentioned needing/wanting. I left feeling upset and angry. I won't go back. Honestly, I didn't drone on and on (heck, typing this note took 10 times longer than the conversation I attempted to have with him). They can keep their tile and their condescending/rude attitudes. Go to Tile by Design. It's a smaller showroom, but they have beautiful tile options. We worked with Luke. He was pleasant, helpful, and fun :). read more

I purchased nearly $1,000 in tile for my bathroom. When choosing the accent pieces around the shower, it was suggested that I go with a honed travertine to match the floor. I was hesitant as most of the pieces on the shelf were broken. I was told that they were old, people had taken them home, and the new ones would be well packaged. I went with the tile, placed an order, and waited a week for it to come in. I picked it up last night. When I went to unload it, I realized the box had been broken down and had a date of 10-12-14, most of the pieces were broken. The box consisted of the cardboard wrapped around it (not even taped) with no packaging. It would have been obvious to the person loading the car that it was broken. It's clearly the tile that was broken on the shelf ($14.99 per sq foot). A word to the wise--look at every piece while it's being loaded or, like me, you could end up with all their broken pieces. I'm giving them a 2 star rating as opposed to 1 simply because they were helpful with design and are replacing the broken tile--although the tiler and I need to rearrange our schedules to accommodate this. I would also like to commend them on knowing that I would be doing my bathroom, what tile I would be ordering, and ordering it a full year before I stepped into their store. 5 stars for psychic ability. I'd upload photos if there was a way to do it. read more

We have been shopping here for years! John Henry is always very helpful and has wonderful ideas. He has helped us remodel two houses. They have a great selection and great prices! They are always easy to work with and have a nice return policy. read more

I placed an order at the Tile Shop on a Saturday in Plymouth, but the tile was not in stock. I told them that I had an installer on hold for me and they said the tile would be in in about 10 days, HOWEVER, if it came in sooner, they would call me. He was very confident it would be in sooner. I told my installer to stay on hold and wait for my call. On Friday, I called the Tile Shop to get an ETA on when they expect it in and IT WAS THERE THE WHOLE TIME!! My small 1-2 day job could have been done right now. Now, I have to wait at least 2 weeks out, if not more, for my installer to free up. When I called my installer to tell him the tile was in and we didn't know, he said he was not surprised at their lack of service (he's been in this business a long time and has other bad experiences). He could have had my job done as I am typing this if someone there would have done their job - done what they had said they were going to do. That's horrible business and does not leave me with any trust in doing business with them again. In fact, since my installer isn't free for a while I am going to return the whole lot and take my business elsewhere. read more