The Tile Shop

The Tile Shop - Brentwood MO Store This is the worst customer service experience I've had, I feel it necessary to warn others of the practices. I was having a small bathroom renovated (approximately 5x7). I was only tiling the floor and tub surround. I needed to purchase the floor tiling and grout. The store manager MARY Z assisted me with the purchase. I wasn't sure how much to buy and Ms. Z told me I should definitely buy 3 full bags of grout, one for the floor and two for the tub surround. She also told me I would need colored caulking for the tub surround and floor. I said I wasn't sure I needed all of this. She told me she worked there for several years and encouraged me to buy all of it, I'd be surprised how much is actually needed, and anyway it wasn't a problem to bring it back "after the project was over" if it was sealed and unused. She then promptly placed my order and told me she would email my receipt to "make it easier". My project completed and I didn't not need all of the supplies Ms. Z told me to buy. I headed to the store to return a full bag of grout (my contractor only actually used 1/2 of a single bag and did not use the tubes of colored caulk opting for clear instead). When I came to the store to return the items unopened and in perfect condition, the associate informed me he couldn't return them because they were beyond the stores 60 day return date. I told him the manager had previously informed me that I could return at the end of my project hassle free. It had now been about roughly 90 days since order / pick up. I asked to speak to the manager and he said the manager wasn't available. I asked to speak to anyone who was in charge that day. He said there wasn't one. I asked him for Ms. Z direct phone number, so I could contact her. When I contacted Ms. Z she claimed it didn't matter what she said as the policy is 60 days and the company won't let her return items. I asked what I'm supposed to do with over $130 of unused supplies and she told me I should donate them. It then asked for her district manger contact and she told me I would have to contact TheTileShop corporate. The practices of Store Manager Mary Z are to upsell what you need, give you false sense of security in your purchase and the company. It is highly deceptive. She knew I didn't need the extra items and neglected to inform me of the company policy. She continued this behavior by emailing me the receipt so I didn't read the fine print on a traditional hard copy. I can't believe this is how they treat their customers. It is also telling that this is their long time store manager making the deceptive sales. Incredibly disappointing experience.

It has been a pleasure working with Shari at the Tile Shop over the years, the showroom and customer service is fantastic! Thank you!!!

Tile Shop was extremely helpful with tile selection for our bathroom remodel. Great follow up and customer service. Very impressed with their selection and the manager was very helpful with suggestions and samples.

Amazing, Selection, Displays & Service. I went in with ideas & Kenny helped me narrow down my pieces and collaborate with my design to make my dream bathroom. He's attentive and gave me options to help me stay within my budget. I will be back for my future projects. VERY satisfied with my shopping experience here.

We love that The Tile Shop stocks so many tiles! They have a nice selection and have been able to get us what we need in short order if necessary.

Absolutely horribly structured organization. The stores stock virtually no tile and their turnaround time to get tile in will ensure that projects will be delayed if tile isn't ordered far in advance and you don't run out. Over order and you will be charged a restocking fee to return. Basically a showroom masquerading as a tile supplier. Our 2nd experience as a contractor dealing with this company has cost thousands in lost professional time. The manager, CJ Sullivan, in Kennesaw doesn't even have the authority to honor pricing and then failed to order the remaining tile for the project for delivery. His solution was to have the client drive a 4 hour turnaround trip to pick up tile in another location. The regional manager, Brian Deering, fails to follow through with pricing adjustments or return phone calls and claims that ONLY the CEO can approve a pricing adjustment. If that's the case, the CEO clearly has too much time on his hands and should perhaps spend more time working directly with his clients within the stores to understand his inefficiencies and lack of reasonable customer service. Solution to a nightmare of an experience is to blame the client. We'll see how long this business model lasts, but in the interim... there are plenty of suppliers for tile and not a single one we've dealt have such issues. A pretty showroom doesn't make up for poor service and an inefficient operation.

I refer all of my tile customers to Brittany. She is awesome! Very Professional, knowledgeable, and Friendly. All of my customers have loved her. Brittany is the best!

We have worked with Lincoln for years and he always goes above & beyond! When we need additional options he finds them. He even brings samples to us if needed! We will continue working with the Tile Shop for years to come. Thanks Lincoln!!

Mia, at the tile shop was the best!!! She helped me design the shower of my dreams, and she is great with colors! I will definitely be referring her to my friends and family when they need tile! Bonnie Purser

Brittany is a very knowledgeable and creative professional. We have worked on 3 projects together with great success and satisfaction. One of the most amazing things about Brittany is her responsiveness. She answers emails quickly even on her days off. She never fails to respond to a phone or follow up if items have not arrived in a time frame expected. I look forward to a long professional relationship.

After two years of completing my bathroom projects I am still basking in the glow of how awesome they look and feel when I walk in to them. All thanks and kudos goto Senior Design Associate Brittany Sammon. I appreciate so much how she listened to what I wanted to do and then went to work helping me put together two beautiful marble bathrooms. Her design professionalism, knowledge and work ethic is second to none and made this project a fun experience from start to finish. She truly is a real pro. Very kind and nice to work with! Wish I had more projects. I wouldn't hesitate to get her involved.

Ryan and I have worked with Brittany at the Tile Shop on multiple projects. The ordering process always go smoothly which demonstrates her exceptional knowledge of tile installation. We always have all of the materials we need which saves us time and keeps our projects running smoothly. Many customers have expressed how nice it was to work with Brittany. She has great design ideas and knows how to keep your project on budget. Bella Tile and Stone highly recommends visiting the Tile Shop and asking for Brittany. You won't regret it.