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Business Profile

Ceramic Tile Contractors

The Tile Shop LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ceramic Tile Contractors.

Complaints

This profile includes complaints for The Tile Shop LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Tile Shop LLC has 149 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/22/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased flooring on 11/30/2024 and there is a 60 day return policy. I called to day(12/22/2025 for a return and was told that they would pick up the flooring tomorrow and I was well within the return window. I got a call from someone else about 30 minutes later and was told that I could not return the flooring because it was purchased on the Black Friday deal and it stated such on my receipt and there is no such statement on my receipt. I want my money back please.

    • Initial Complaint

      Date:07/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our project just finished on June 20, 2024 and we have over a dozen full boxes of tiles remaining. The person who took my June 20, 2024 call at the ************ store of The Tile Shop said I could not return them since I am outside the 60 day window. We purchased the tile on March 20, 2024. On June 21, 2024, I escalated this complaint to The Tile Shop **************** (****** at ************) with a promise to be called by the Regional Manager, ***************************. I have not received the promised call from ***************************.I am requesting a variance to this return policy and refund of the unopened cases of tile due to:- the contractor, ***************************, DK Home Improvements, just finished our two bathroom project - the Tile Shop Sales Associate, *********************************, suggested the quantity of tiles that we ordered (no changes in scope of work created this excess)- the quantity of tile remaining exceeds $1,500 of a $5699.93 purchase Please advise as to how we can return these unused tiles.

      Business Response

      Date: 08/01/2024

      In response to ************************ complaint about not allowing a product return past our 60 day return policy, we, The Tile Shop stand behind our decision to not make an exception.  All customers are made aware of our return policy in writing on the bottom of every receipt that they are given as well as have access to the information online and in our stores.  We also include on our receipts at the time of picking up the material when the Return By date is written clearly on our receipts.  Our return policy starts when the product is picked up and not when the product was ordered and as long as the time frame is within 60 days of the product being picked up, we would not have had any issue with the return.  An internal report from our store stated that the contractor was the person that provided the quantities and appears to have made several trips on their own account indicating that other tile was needed.  Our Regional Manager did attempt to contact ****************** but didn't have success but our *************************** did talk with the ********* and confirmed the return policy.  

      Customer Answer

      Date: 08/02/2024

       I am rejecting this response because:

      I dispute two statements in their report:

      1)" An internal report from our store stated that the contractor was the person that provided the quantities and appears to have made several trips on their own account indicating that other tile was needed."

      This comment is incorrect. Their Sales Associate made the calculations based upon my drawings. The drawing dimensions have been verified. Yes, additional tile was purchased after the initial visit to incorporate some bull nose tile. There was $1500 of white subway tile left over of the $4500 purchased.

      2) "Our Regional Manager did attempt to contact ****************** but didn't have success."

      My phone number was provided and I was never contacted. I made a follow up call and left a voicemail with the **************** **** ******* No return call after my second call.

      I have filed a claim in ******************* of *************, ******** Our court date is September 3, 2024 at 9am. I expect we will have the judge verify which statements are accurate.

      Thank you,

      *************************


    • Initial Complaint

      Date:06/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sold excess supplies and company will not accept returns after 60 days, this is too short a time when remolding a house.

    The Tile Shop LLC is NOT a BBB Accredited Business.

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