Tile Matters

Visited the new location on Saturday and love the studio atmosphere! They are now inside Old Town Flooring and the two stores compliment each other well. In addition to all the beautiful tile, you can now shop for hardwood, laminates, carpet and countertops! Love the selections and great individual help.

Great selection of tiles and knowledgeable staff; just a little pricey.
But if you’re planning to visit, you might want to call first.
The store is only a few minutes from my home, but when I dropped by late this morning (Thursday) the sign on the door said «closed.» Peeking thru the window, it looked like all the display boards were bare and cartons stacked around the store. Initially I thought they might just be updating the store, but when I drove around the back, there were a couple of trucks stacked with broken merchandise; so it looked like they might have closed permanently.
Driving by later today, I also noticed a realtor’s sign advertising an available space. Didn’t mention Tile Matters’ specifically, but it look like they are g-​o-​n-​e.
Too bad, because it will be a loss for the entire area.

Our experience was not an easy one. The only reason I am giving Tile Matters a 2 star, instead of a 1 star, is the manager did refund a small portion of our money. I will never use this company again and have told others to avoid them too.
We had problem after problem with Tile Matters:
*The tile order didn’t arrive as promised and we had to reschedule our tile workers during a total kitchen remodel.
*When tile came in, they gave us only 50% of the order. Many pieces were broken or previously used.
*The remaining 50% of the tile came almost 3 weeks after the first shipment. Try scheduling tile workers with this mess!
*The list goes on and on.
Save yourself a lot of problems and stay away from Tile Matters!!!

This store has the worst customer service I’ve ever seen. The owner Tom sets a poor example to his employees by how he treated me yesterday. 3 weeks ago I returned tile that I had forgotten about several months ago and was told I would be contacted for a refund. I was never called back despite Brandi (asst) saying she did which was not true. I take responsibilty for not returning the tile sooner but I brought it back in excellent condition and I was simply seeking my $ 20 security deposit refund back. I spoke to Tom (co owner) and he was so rude and unprofessional to me and said he would not refund my $ 20 since I didnt return the tile in 60 days. I asked him why he would not refund my small deposit and he rudely told me that it was my fault and responsibilty and not his. I told him that I would be putting an online review on this matter and cite how poorly I was treated and he didnt care. I will tell everyone I know about what happened here and Tom is the reason why. Tom great job on your poor customer service !. I’m sure you’ll see a reply from the owner refuting and saying I was lying and was simply a rude customer but I am telling the truth and Ive seen other reviews corroborating the poor customer service here.

Design staff were great, unfortunately the tile came in different in size and color from the sample provided, and was no longer available as sampled, so we returned it to the store early in December.
Despite one conversation and 3 messages to Tom, the owner over 3 weeks, credit was never issued for the returned product. Tom never even called back the last three messages.
In the latter part of January, we were forced to dispute the charge with our credit card company.

We were redoing a few rooms so came to Tile Matters. My mom used them years ago and had great things to say. Granted now is under different ownership now. The person that helped us match tiles was knowledgeable however once we ordered the tile is where we had issue. As we waited and waited for tile we got the run around about when it was coming. Finally a week after the delivery date for tile date had passed, we were told by the manager that the order was never processed, never sent to the vendor. This was after being told numerous times that they were waiting on confirmation from the vendor. When the tile finally arrived (no apologies from the manager who lied to us) and we brought it home, the tiles were scratched and chipped. They were sloppily packed and no care was taken for the shipping. This portion may have not been Tile Matter’s issue but they don’t guarantee anything so buyer beware. Bad, service. I wold never come here again, even if the tile were free.

I had used Tile Matters personally and through a installer several years ago and had no concerns of working with them again. I was helped by Brandi and she took the time needed to help me pick out some marble floor tiles and marble trim. A very good experience. That’s were the good experience ended. Their customer service or order desk called me with a delivery date of approximately one week. When I didn’t get a call to let me know my order came in I called. I talked to Rachel and she seemed to care less! She said she had no paper work from the distributor and would get back to me. She never called me back. When I called her back, things deteriorated even more. Again, she promised to call me back which she didn’t. So the order took 2−½ weeks with a lot of frustration. I surely won’t go back!

I would give them a ZERO! They took me for a wild goose chase for over 3 weeks. Never got my tile but they took my money and gave me a list of fabricated stories. When I requested a visa credit refund, they processed it off-​line so the transaction looked like they did it but nothing really happened. When confronted, they gave me more grief and finally said the refund would show the next day in my account. Well, as you can imagine no refund posted to my account!
If you want hassles, stories, no product and someone to hold onto your money for you, then this is the place! Disregard the friendly sales people because you really care about getting your product, versus potentially fraudulent business practices. Too bad I purchased product from this company 15 years ago but heard it has now changed ownership. Run away, don’t walk!!!
Update: my bank successfully got me a full refund.

Save yourself some time and energy and just go somewhere else. Tile Matters is simply a middle man peddling other companies products, and they aren’t even good at it! The designers are somewhat helpful, but the guys that work in the store/​order desk have attitudes and are extremely rude. They must hate their jobs because they seem miserable, or maybe they are just too dumb to realize that there is a thing called CUSTOMER SERVICE. I’d recommend any of the other 10 trillion tile shops in Orange County/​LA area as you will get better customer service, and won’t have to call a million times to get an answer on something. I feel bad for whoever owns Tile Matters because it could be a great place, they just have extremely bad management. You can find all of this same stuff online or at other store, avoid avoid avoid.

Such a great great experience! Even uncomplete the showroom is beautiful! The service given was very helpful and informative. Thank you for everything.

Horrible customer service, negative energy & tension when you walk in. No one greets you… you have to look for a sales associate. Unless, they make some major changes in their CS dept, I would stay clear.

From local contractor– I’ve done business with these people for a few months, their customer service is the worst I’ve ever have to deal with in a retail facility, the last and final straw was a tile order promised to me wednesday morning, we called tuesday to follow-​up they let us know wednesday afternoon the order wouldn’t be ready until the evening. We’ve had to make several calls, there were multiple delays, their staff was short and rude with clients and our office staff and our in house designer. I would not recommend any contractors to use them ever!

What can I say except help, thank God for Unilocal!What ever happened to the old Tile Matters? I haven’t been in the store for a while they moved locations. I remember the last time I was in the store they had great service and selection.
Now I walked in the store and looked around a bit to see what they had as I was looking for some floor tile samples for a patio tile project.
So I couldn’t find anything so I went back to the front where I saw the sign that says if you need a designer sign in as I did.
I then again walked around looking as the three designers past me by not to even give me a glance or to say I’ll be with you in a minute. I then went to the counter in the back corner and asked a man and a woman for help and they asked if I had signed in.
They could not help me and they said one of the designers would help.
Well I waited a half hour no designer said boo, I left went to Castle Tile where I had plenty of help and was able to order my tile that day.
Tile doesn’t Matter

I walked in with just a sample of my granite and cabinets and no idea of what I wanted. I came out with a beautiful design, drawings, measurements and pricing – the design staff – (especially Linda!) are so talented! They take time to listen to what you like/don’t like, then they just pull it all together for you. So many of us have done the tile rat-​race on State College Rd in Anaheim. Tile Matters has a huge selection and if you make an appointment with the design staff they will spend hours with you! Consider also that they are local, easy to access and reasonably priced and you won’t need to go anywhere else!

Came in to this store and signed-​in and waited our turn for next available designer. Nobody at the counter or acknowledgement by anyone. 4 designers helping other customers. Some imbecile couple walks in a flags a designer who just finished helping someone and starts to work on their project. Then man comes to front desk realizing he had not signed in, very rudely signs-​in after we signed in, and we are left there standing waiting our turn again. After explaining our situation, designer argued with us about sign-​in procedures, argued back at her but was like like talking to a wall.
Terrible customer service, stores and employees don’t follow their own sign-​in procedures wich creates conflicts. We will take our $ 2,800 order elsewhere.
Do not recommend this store due to poor customer service.

In reply to the store’s comment on my posting here is the additional information that I did not include because I was attempting to be as brief as possible in explaining the situation:
1. The e-​mail that I sent was a reply to a note from the owner himself that included a copy of the invoice. My reply to that note stated:
«Your invoice looks fine.
«Please help me with the ordering of the tile as you have listed.
«The $ 159.35 total amount is approved.
Please let me know if there is anything else for me to do.»
A copy of this message was sent to the owner and the designer.
2. I received a reply from the designer in the next morning, as follows:
«Good Morning,
«I will have the order desk take care of this today.
Thank you for the order,»
These three messages were exchanged within 24 hours of each other. While it is nice to know that the tile was discontinued that does not change the issue — either the owner or designer failed to follow-​up on the order that was clearly placed to an active e-​mail address unless both the owner and designer only use their e-​mail for writing to people like me.
The «Sorry» message from the store seems to again contain excuses — factory had trouble with the glaze, messages not seen very often and onward. The matter actually rests with the store ownership, its designer and the order desk. Had one or more of them take the time to ensure that I received what I had been promised then I would not be writing this note now.

Snooty helpers barely looked my way. Ordered me VCaps that were wrong and then said couldn’t take them back when they didn’t fit. Talked to Manager who said she would investigate and she never called me back.

As other reviewers have said, this place is a godsend if you are remodeling. The selection is outstanding and their designers are very talented. The prices are competitive and you don’t pay extra for the help of the designer.
Before I give my review, I’d like to address the negative reviews here. It’s true, if you don’t have an appointment and you don’t know what you want, then you may wait a while to be helped. That’s because the people in the showroom devote their attention to the customers that have made appointments or have waited until a designer is available. There is a fairly small staff running a pretty big operation and they do a fantastic job, but they also spend a lot of time with the customer. Sometimes there is someone to greet you at the door, other times there’s not. If you want a great customer experience, it’s as easy as calling them and making an appointment. You can certainly walk in and look around, the floor alone in this place is an inspiration. Every few feet is another example of a tile design. The reality though is most of the samples are tucked away or mounted somewhere in the store and you really need one of their designers to help you sort through the huge number of options. My designer was Linda. My wife and I had no idea what wanted to do. I only knew that i loved the look of handcrafted Craftsman and Catalina tiles and was looking for something like that. Linda immediately found a sample that was perfect then found a granite sample that matched it. She suggested some glass tiles to complement the ceramic tile we liked, the effect is amazing. There is no pressure to buy. I probably spent 4 — 6 hours with Linda over the course of 3 visits to get what I wanted. Using our kitchen layout she drew up sketches of different tile layout patterns. All of her suggestions were artistic and any of them would have been beautiful. The end result is stunning. Even our granite and tile installers were impressed by the materials we chose and the end result. As I write this my tile installer is finishing up. Guess what? He underestimated the amount of ceramic tile he needed. I called Tile Matters and they over nighted 5 feet of tile so I could get the job completed. Now that’s customer service! Althought this remodel has been incredibly stressful, I’m actually looking forward to remodeling my bathroom because I know the result is going to be amazing.

This place used to be known for great customer service. Great selection of tile, plus pleasant helpful employees. no more… go into their showroom on any given day & you will be lucky if someone acknowledges you let alone offers any help.
This used to be a family owned & operated business now they are under new ownership & the difference is like day & night. employees seem less than enthusiastic about seeing another customer. Ask a Question & you’ll be lucky to get a lack luster response at best!
There are many other tile stores. I would suggest you look for your tile somewhere else!!!

I would love to write a review based on the quality of their products and the knowledgable sales staff, but I would not know due to the fact I’ve been in that store a total of three times and could never get any help. The last and final time was a few days ago when I visited the store mid-​week, mid-​afternoon. I signed in, then noticed there was only one customer in the store who was currently being helped. When I walked in, the sales person clearly saw me, but didn’t say HI or «we’ll be with you shortly» or anything like that… I was pretty much ignored. After waiting around for 15 minutes, I finally left. As I said before, each time I’ve gone into Tile Matters, I’ve experienced the same thing. Very poor service.