I went there looking for tile and this place did not disappoint. Great selection and very helpful associates. Special thanks to Katherine she was extremely helpful and answered all of our many questions!!
I liked some tiles from this store and upon checking it said the tiles are available but when I reached to the place driving around 2 hours one way I found out they have no tiles. I went back home tried to talk to the manager to see if I can find the tiles they told me to order online and they will deliver it to my home. The wait time on hold was always around 1.5-2 hours every time I called them. They were supposed to be delivered two days ago and I was kept telling the driver is on the way to deliver it should be there in a day and it never was. Then I had to call the customer service again and they reached out this location manager to give me a gift card of $250 to use at the same location only as a token of apology for wasting my time and delivery never reaching my location. The manager at the store location denied giving me any compensation or any gift card. Two weeks of my time was wasted going back and forth and waiting on phone for 2 hours. The communication is terrible with this company. They don’t update their store inventory online and it’s a hassle for customers. I had to change my whole plan for the tiles and buy something else. My contractor was upset from this issue as well as his time is also being wasted
Not happy with the company's ability to complete online and in store orders. First the website indicated that the Gaithersburg store had the merchandise I requested online. I paid for the items but when I got to the store I was told that the store only had one of the items and would order the others from one of their VA stores. I was told that the items would be in the store in about two days. After 3 days I called the store and was told that they never ordered the transfer from VA and that the person who told me that was wrong for telling saying that they would transfer the items. The store needs to ensure their inventory system is kept up to date and that the employees are properly trained. Other than that I like the store for the wide variety of in stock items.
First time there. Great place for such specialty products. No more depots for me. The variety, stock levels, prices and available knowledgeable personnel are there best assets. Only picky negative was the dark corners and aisles with tall racks. Not loosing sales over that, though.
They have a better selection to choose from compared to Home Depot and Lowe's. I was a little disappointed. I found floors that I like and was ready to purchase. They told me what they have in the store is what's available. (Which wasn't enough) they do not order upon request... so I left empty handed unfortunately. The gaithersburg location is also busy and noisy with workers driving around with supplies. I felt like I was constantly in the way and the noise was very distracting and hard to talk over at times.
We would be honored! Please reach out and expect to be treated like the ROCKSTAR that you are! 🙂