PORCELANOSA Chestnut Hill

I visited Porcelanosa given their beautiful, high-end products. What I hadn't anticipated was their warm, welcoming, and excellent customer service. Valentina Munoz, in particular, was incredibly kind, resourceful, and knowledgeable with attentive follow-up. I couldn't have asked for a better customer experience.

The store’s design is pretty, people who work there are nice and helpful. I love Parcelanosa’s quality. They are global leader in the innovation, design, manufacture and distribution of Tile, Kitchen and Bath products, Porcelanosa endeavors to be the industry leader by providing trendsetting cutting-edge designs of unparalleled beauty and refinement, uncompromising quality, technologically superior products and dependable services to its clients. I already have tiles from this company in my bathroom. Now when I decided to renovate my kitchen, it wasn’t a question where I’m going to by tiles.

Beautiful showroom and selection. Fantastic tiles and kitchen and bath design options. Friendly and helpful staff

I love my appointments with Jesus! He's always bringing fresh ideas to the table and going over all the finer details, ways to install to create interest and showing the newest items. As a Designer it's critical to surround myself with passionate trades people like him as there is a ton to know about plumbing and tiles so having someone who speaks it fluently on my side is key.

Amazing service and friendly staff. Their products are of great quality and the contemporary style suited me just perfectly. I have found my go to tile store!

Consultant who helped us was very pleasant and helpful

Few points to be aware when dealing with Porcelanosa:
1. Delivery is $150. If you order for example tile and cabinets then you will pay this fee twice.
2. They don’t have any tile in the showroom, so for any extra tile you will need there is wait and delivery fee again ($150)
3. There are no returns to showroom as well. So, for any returns Porcelanosa will take 20% restocking fee and you pay pickup fee ($120 I think).

In addition, one of my countertops was damaged and was not delivered. This became clear to me only after I opened container on the day of installation. Apparently, they knew about it, but forgot to order new countertop, which forced me to source countertop locally because of the time crunch.

Basically, for premium price you are getting inferior service.

Wasted 20 minutes on the phone with a sales rep who knew very little. Their prices are also crazy high (as in double!) compared to their competitors.

SUGGESTION: There are plenty of other tile places. Go there, not here.

Unfortunately, I went into the showroom without doing any research. Don't make my mistake. Especially if you are not working with a designer, you need to choose any other reputable tile store.

-I didn't have a decorator, and I didn't appear to be wealthy. Maybe this was why I was treated as though I wasn't worth the salespeople’s time.

-More than once, I mentioned to my salesperson that I'd never done any remodeling before. It was my hope to get some guidance about tile. I did not.

-One of my girlfriends was there to help me; we spent around 40 minutes in the store. While there we felt as though we were a burden to the salesperson. Note: that might be on us; just telling you the vibe we were getting. It was unpleasant.

-Even in that short time, my friend found a blue/grey tile that we both loved. I ordered and paid for the required number of boxes. It would be shipped from Spain, it was expensive, non refundable, and would take 6 weeks.

-The salesperson told me they had it in white. I ordered one box of the same tile in the white. She didn’t mention that tiles from different lots will (very likely) not match your original tiles (in shade or size). The white tiles were 1/4" shorter than the blue ones, costing time, money, and design changes.

-The salesperson never said anything about the "edges" of the tile. Apparently, the one I liked didn’t come with a bullnose. I would need a solution to “finish” the edge. Thankfully a neighbor noticed that and told me about using an edging product (Schluter) to finish off the edges. I went out and got it and had it ready on installation day. Shouldn’t that have been something the salesperson mentioned?!

-The salesperson told me I would need something called Adhesive Thin Set, so we included that on the order. My contractor and my (amazing) tile guy immediately realized that for the tiles I had, I would need a different type of adhesive.
To return the adhesive I would incur shipping and restocking and it would be over $70, more than the cost of the bag itself. She told me I could give it away and offered no other recourse. When I said that SHE (the salesperson) had recommended I order it, she said that I was the customer, and I was the one who made the decision to buy it. Really?

-She also suggested grey grout to match the tile, so I said, "okay sure". Later I realized grey would give the look of a solid grey wall. I used white instead to define the tile lines, and it looked great. I wish she had given me some options, shown me some pictures or at the very least suggested that I research options on my own. That bag was also non-returnable (another $100).

-We ran out of tiles (just needed 3 more) so had to order another box of the same Lot, which (thankfully) was available. Full disclosure: I was the one responsible for measuring our space. The salesperson used my measurements to get the calculations and place the order.
I later learned from my contractor one should always order some extra tiles to cover this sort of thing. If my contractor had this information, shouldn't the tile person?

-The store didn’t call me once to update me on the shipment from Spain. I was trying to get on the schedule of a busy tile installer, so called twice for updates. Both times, she was curt, and said she would call me as soon as it shipped (from Spain and then from the warehouse in the US). Both times, she made me feel like I was bothering her.

The whole thing was just very unpleasant. I wish I’d read the reviews before going in there. (I sincerely believe this store is balancing their many one star reviews by soliciting more positive ones, btw.) Anyway, I hope can save someone else from this experience.