BYRD TILE DISTRIBUTORS

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I am new to the area and was referred to Byrd Tile for its broad selection and high-quality tiles. Compared to other tile stores I visited, the show room does indeed have a fantastic selection of beautiful tiles. However, the customer service is far from what one would expect (this is not Home Depot after all). I experienced problems similar to other reviewers: the staff seemed impatient and indifferent, not especially interested in helping me make selections, knowledgeable about the tiles, or willing to volunteer useful information. When I worked with a and quot;designerand quot; on a large tile wall, I was expecting her to show interest, creativity, or expertise, but instead she just gave off a slight air of boredom and impatience that I hadn't figured it out myself. She made a scale drawing of the tile design on my wall, but once my tile contractor measured out the components we found that the proportions were dramatically off. Despite the fact that I offered her dimensions, she refused to advise on ordering quantities, and somewhere between her and my contractor we've ended up with over 50% unused, un-returnable, and VERY expensive tiles left over. I will not be going here for my next project.

Diana is very friendly, available, and helpful.

With no information on the company who supplied the tile, we expected that the entire bathroom would require new tile. I made a few phone calls and hit the road with my one left-over sample. Without an appointment, Byrd Tile took care of our needs, finding the exact tile for replacement! What a great find they are to us, especially since we are new to the area and will need their services again! Everyone we encountered was most helpful from the designers, desk help, to the warehouse employees. A gold star experience!

The selection is great, beautiful tiles. The showroom is nice, although the hours are not as friendly to working people as other area showrooms. Unfortunately, my experience with the staff attitude and customer service was very poor. I worked with a designer who accompanied me to Byrd for initial selection (we had an appointment) and I used a tile installer that is on Byrd's recommended list of contractors, and yet I still had issues getting the order placed and my questions answered by Byrd. Shopping locally is important to me and I prefer to do so when I can get good information, great customer service, and my contractor can talk directly to the material distributors to make sure that everything he needs has been ordered. In the case of Byrd tile, I felt the live chat option with an online tile store that I comparison shopped at actually provided more information than the three different people I dealt with at Byrd. Plus, at Bryd I paid taxes and far higher shipping rates and my tile took much longer to arrive. The Byrd staff members that I interacted with were never outwardly rude to me or to the designer I was working with, but there was an air of being put out. I also witnessed them addressing other customers that came in during the times that I was in the showroom and I was a little shocked at what I observed: dismissive and very curt to a woman that arrived without an appointment and wanted to look around (which, according to them, is fine) and leaving a woman that arrived to pick up a sample waiting for a very extended time without giving her any indication of how long it would take for them to assist her. Their practice of assigning a Byrd staff member to each customer did not work in my favor. My contact was hard to reach and none of the others would assist me because I was "working with" the first one (who I actually spent almost no time with at all). So the time it took to get a very general ordering question answered was ridiculous. However, when they contacted me, the e-mails came from various people, so they skip the one-point-of-contact rule when it serves their interests. It would have been much more helpful if anyone on the staff would have been willing to answer my question. I was asking some very straight forward questions and found it hard to get straight answers in return. I would accidentally stumble upon key information myself during conversations with them and would be astounded that they didn't proactively offer that critical information that would have clarified or solved the problem at the start. Those working in the showroom seem to be intelligent, but did not demonstrate very logical problem solver skills when dealing with my order or figuring out shipping options. In the end, I did get my tile and I was happy with the installer that they recommended, but I will not purchase tile from them again.

The tile is beautiful, very nice through body porcelain, and the price was very reasonable. Angela was absolutely wonderful at all stages, providing design consultation and arranging orders and going far beyond what was expected. When we found we were short on tile (not their fault), she was able to arrange - after 5 P.M. - for an overnight shipment at a very reasonable cost. Working with her and with Byrd has been a bright spot in a very long (now in week seven!) contracted project.

Outstanding Customer Service prevented a remodel blunder. Lorraine has a keen eye for color and design and was able to suggest tile that would make our small kitchen area look larger while complimenting our granite and cabinets. The tile came in fairly quickly with no problems. The blunder happened because we wanted to tile our kitchen only but after installation, realized the breakfast area needed to be done as well. We placed a second order but the tile came in looking different than the first. Lorraine made extra efforts to locate tile from the original lot, but we were looking at additional shipping costs as well as restocking fees. Because Lorraine understood that it wasn't any one party's fault but instead shared errors, she told me she'd see what she could do. Ten minutes later she called to inform me that I could just deliver the old and pick up the new - no charge. Lorraine went above and beyond to ensure that we got the kitchen of our dreams.