It is unfortunate other people had such a bad experience when ours was the exact opposite. We worked with Ginny Thompson and she was EXCELLENT patient, knowledgeable, and made an otherwise overwhelming experience (with so many choices and we had two bathrooms to work on) almost pleasurable :) our tiles arrived as noted and she kept us updated throughout- was vigilant to source tiles from other stores when needed etc. etc. we had THREE bathrooms to redo and only did two with Tile Shop and one with lowes-- it was night and day we regretted not getting all our tile from tile shop instead- since they have everything (bullnose, pencil tile etc) all at once, service was excellent and honestly pricing may have been slightly higher but the quality is too.