My experience at this location was very unpleasant. I arrived at the store and there were no costumers present therefore, all employees were free. I was not offered assistance nor acknowledged. I believe that I was ignored because of being hispanic. Eventhough we didn't speak spanish nor have an accent we felt discriminated and left the premises without any information to remodel 4 bathrooms out of the 6 in our house . In this day and age it's unthinkable to have this behavior in your location. Never judge its book by its cover.

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Submitted by Elena Greynolds on Friday, Feb 23, 2024

5 Star Testimonial by Elena Greynolds

Overall

I have had a great experience working with Porcelanosa. My designer was Lilia Saenz. She was resourceful, helpful, patient, and the final product way exceeded my expectations.
I have just gorgeous bathrooms now.
This process takes a lot of planning ahead because some tiles have to be special ordered from Spain. In addition, you want to shop during their bi-annual sales. Give yourself a lot of time, but it so worth it. Prices for the quality are good when you shop during the sale. My contractors commented on the quality of the tile.

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Submitted by Michael Ralph on Saturday, Dec 17, 2022

2 Star Testimonial by Michael Ralph

Overall

Fabulous high end selection but the poorest customer service i have experienced. They cater to designers not to the general public. Much better customer service anywhere else..even at Home Depot or Amazon. They should be located in a warehouse park rather than on Rockville Pike.

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Submitted by E. D. on Wednesday, Jun 29, 2022

2 Star Testimonial by E. D.

Overall

Porcelanosa has beautiful high quality tiles (thus the extra star) but customer service for the regular retail customer is atrocious.

Unhelpful salespersons are more interested in the sale than a happy customer. My personal experience, for example: received no calls when delivery dates changed; was sold a tile primarily meant for floors as a wall tile; looking for a matching tile? you're on your own finding it; cancellations/returns were a protracted nightmare; delivery shenanigans where materials were directed to favored customers (and believe me, unless you're a high volume contractor, you are not favored).

The company needs to update its order fulfillment software; it looks and works like something from the 80's. It should also separate retail customer sales from commercial/professional sales since the former need a completely different approach--more handholding, advice, design services, etc.

If you are a retail customer and love the products, just check your fulfillment experience expectations.You never know, you may be positively surprised. However, your best bet to minimize disappointment is to work with a professional designer/contractor that regularly uses Porcelanosa. And shop during their sales.

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Submitted by Katy Posas on Friday, May 06, 2022

1 Star Testimonial by Katy Posas

Overall

Horrible customer service. I was ready to buy a bathroom vanity when Natasha the “sales person” (she never bothered to helped me by the way) told me that the price was increased since January and that she was not going to give me the price that was on ticket but the price showing on the system. Natasha what have you been doing since January to May? All the prices were increased since January and you weren’t aware of it? You were extremely unprofessional and very rude. Few times I was mentioned the price of the vanity like if I was unable to afford it. You even had the nerve to laugh in my face when I told you that i was taking the sink.. you tried to fix it with a lame line pretending that you didn’t understand what I said. Natasha, STOP profiling people. Treat every customer with respect regardless if they are buying or not. The receptionist was also, very rude. HORRIBLE EXPERIENCE.

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Submitted by Felipe Ruiz on Tuesday, Nov 09, 2021

1 Star Testimonial by Felipe Ruiz

Overall

Porcelanosa has beautiful finishing materials that could make your next home renovation stand out. However, the branch seems to be run by this weird team of people that will judge if you are worth their time based on the car you drive and the cloths you wear. It's laughable and sad. It's sad to see a store like this being destroyed by poor customer service. I won't get into details, but my wife and I went there after a day of gardening in our house. Probably the staff thought we'd be a waste of time, so they didn't even say hello. By the time I asked for prices, a sour lady looked at me from head to toe, and reluctantly took note of what I was looking for. After waiting 10 minutes, I went to follow up, and she said she had an important client coming in. She asked me to fill up a form, and when she saw my address was in Bethesda, her tone went from "you piece of junk" to "sir, thanks for coming". hahaha. It was such a shame. With that said, I never received a quote! So... if you are into appearances and you enjoy working with people who evaluate their client's worth based on financial or racial cues, go for it! You can well play the "who is who" game and you'll salivate with George Clooney's photo at the entrance. However, if you like to support businesses that are welcoming to everybody—no matter what car you drive or what you wear, you can find better customer service elsewhere.

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Submitted by Chappie Lester on Wednesday, Aug 18, 2021

5 Star Testimonial by Chappie Lester

Overall

HIGHLY recommend Porcelanosa, especially advisor Jan Sc in their North Bethesda showroom. Jan's advice was invaluable in selecting tiles that are on point aesthetically and functionally. We are so thankful for her patience, knowledge, responsiveness, and overall professionalism, and can attest she consistently goes the extra mile to respond quickly and thoroughly - it seems to be in her DNA. And the tiles are beautiful - high quality.

The staff at the Rockville warehouse deserve a big shout out as well. Our materials pick up went extremely smoothly, thanks to the two young men who tag-teamed to load our vehicles. They were professional, careful, quick, friendly, and overall efficient. Of note - our experience with the showroom several years ago was negative - but the GOOD NEWS is that things changed dramatically - and today's experience was in stark contrast - and unequivocally great!

Google Review

Submitted by Wendy B on Tuesday, Feb 04, 2020

1 Star Testimonial by Wendy B

Overall

I had placed my order with Porcelanosa on 11/21, but they said it would take a few days to place the order to coincide with the winter sale. However, my order was not placed until December 12. They had estimated 6-8 weeks delivery, so I began calling in January to check on the ETA. That's when I found out that they didn't place my order on the 1st day of the sale. I asked why and received no response and asked for the manager to call me. Which he never did, despite me calling several times. Just a heads-up - the manager is always at lunch or never available, no matter what time you call. Then, I just called and found that my order had arrived on 1/29. I again asked for the manager. Instead my sales rep - Lillia Sanez picked up but she said she hadn't contacted me because it takes a few days for the pallets to be unloaded. That's fine, but the point is I am waiting to finish a project and could have gotten everything scheduled as soon as I knew my tile was available. Then she told me that I was being unreasonable because I wanted to talk to the manager instead of emailing him. Bottom line - great products, but poor customer service.

Google Review

Submitted by DC Girl on Tuesday, Dec 03, 2019

5 Star Testimonial by DC Girl

Overall

Due to some of the reviews, I was not expecting to have such a great visit to the store, but it turned out great. I didn't know it till later, but they person helping me was the sales manager. We worked out a great tile design, and I am really relieved to get that settled. I've been able to handle most of the bathroom remodel myself, but definitely need some tile design help. Very happy with what I ended up with.

Google Review

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