Emser Tile

Lousy customer service. Bedrosians is much more helpful.

How helpful! Wanted to order their tile at Lowe;s but could not see a sample (special order). They were so helpful and nice!

Mixed review because they do some things really well and some things not so well.
First the things that went well–
Melody is the best!!! She has a great eye for design and is so patient! She also has a lot of experience in home remodeling and tiling, and is probably the best part of my experience at Emser! She helped me pick out tiles for our guest and master bathroom and trim to go online with it.
Then the not so well–
One of the ledgestone tiles we ordered came covered in glue and we didn’t know this until it was put up on our wall with acrylic grout and unable to be taken down. Fortunately my contractor and his guys were able to remove most of the glue but it took them several extra days to remove this. At first when I contacted Emser, their sales rep Kim was great and offered to have replacement tile redelivered to me but when I explained that the tile was stuck on the wall and could not be replaced she offered to refund me and cover the time my contractor was charging for glue removal. They admitted that the tile did not undergo quality control and should not have been handed to my contractor and were trying to fix the problem. The good part stops there. Their branch manager Stephen then told my contractor they would only reimburse his glue removal but they would not reimburse me. This was particularly upsetting since Kim had already told me otherwise and because buying crappy tile and then having the glue removed is NOT the same as getting quality tile to begin with. Since they work with my contractor a lot, after a lot of angry emails and negotiations, they finally agreed to pay for 75% of the glue removal time and 75% refund of tile. The 75% refund of tile would be fine except they gave my contractor store credit (forcing him to buy other stuff there) instead of a cash refund. My contractor was good enough to give us the 75% back in cash and offer to use the credit for other customers instead of forcing me to get my kitchen backsplash or other tiling needs there.
Then another not so great–
They delivered the wrong trim– not the one I had picked out with Melody. My contractor went back and got them to give us the right one BUT they charged him for it first until he brought the wrong one back to them. I get that they want the wrong product back, but this was their fault to begin with so I think they should have at least had the courtesy to extend the RIGHT product without charging my contractor first, and trust that he would bring the WRONG product back since he works with them all the time. After all, the mistake was theirs.
Overall, I still give them 3 stars because Melody was awesome and they did try to remedy the situations, but they did not take full responsibility, and the back and forth arguments to get the refund made the whole experience less than stellar and quite stress-​inducing.
Probably OK to buy from them but I would check EVERYTHING yourself since there’s no guarantee that they’ll do QA check before they distribute the materials to you. Unfortunately, if you have a day job, may be hard for you to open every last box.

I came in, explained my dilemma with Arizona Tile (in Southern Cal), explained that I needed to search for a new tile because the tile I chose was out of stock at Arizona Tile.
The manager (Michael?) knew I wasn’t going to purchase anything at his location because my home was in Southern Cal and my Contractor wasn’t in their database. He helped me select a gorgeous tile. I was able to match the color of my furniture pieces and he was EVER SO HELPFUL!
I didn’t purchase it from their location, but I got EXCELLENT customer service. He even gave me a sample to bring home.
Thanks for allowing me to be honest and upfront about my issue and giving me the time of day! I appreciate the help and suggestions… They certainly know what they are doing!

Walked in and was greeted by Steve even though he was assisting another couple. We told him we would look around and he came back when he was finished with the others. He knew his stuff. Tile, install, products — wealth of knowledge.
Bought our bath remodel tile there at a good price.

Terrible service I must say. I was standing waiting for help at the front desk and the sales person decided to it would a better idea to answer to phone and help the person on the phone with their question instead of helping me. To make things worse this person asked me what i wanted and then preceded to help a second person that called in before finally helping me. I was almost tempted to call in my self to the store to get better service. What a shame.

A great tile shop. Phylis is such a huge help. The prices are a bit higher than other shops but the quality of material is far better. Talk to them about the cost and they can usually work with you.

Went to Emser after visiting several tile stores in Fremont & Hayward with little help and still looking for «the» tile. I was so happy I did… my search ended there. Theresa Maimone was soooo helpful… she picked «the» tile just by my paint color description and a sample of my flooring. She also help select «the» tile for my new fireplace. I was amazed how quickly she found what I needed. I had to make a few trips back for grout and a return. Each time they were very helpful & accomodating. When Theresa was out, Phyllis picked right up from there, helping me find the right grout color. I highly recommend Emser tile to anyone looking for tile. Their selection is as great as their staff!