D & L Tile

Went in today looking for assistance in selecting flooring, shower pan, shower and tub tile, and a countertop for my master bath bomb and rebuild. I had in mind several ideas but nothing on which to build a firm bath transformation. Alex stepped right up and was fabulous with her knowledge and expertise in assisting me in selecting coordinating tiles for floor, tub and shower, and countertop.

D and L offers a tremendous selection of bath, countertop, and flooring needs. Think granite, quartz, tile... The entire experience would be overwhelming without the help of staff guiding me through every process along the way. In less than an hour, I had selected everything I needed for my bathroom remodel. Alex took a stressful shopping endeavor and magically transformed it into an exciting adventure with an extremely pleasant outcome. Five stars and many thanks!

Estimator came out twice and never provided a quote even after calling several times to see if they were interested in our major remodel. Very poor customer service.

This review includes combined input from my husband and me.

We requested estimates from three companies and ended up hiring D&L Tile, a 3rd generation family business led by Ryan Boucher. They were not the least expensive of the three, but the prices were reasonable, they had excellent online reviews, were personally referred to us by our handyman, and we had good initial rapport with the estimator and designer.

Estimator Zach was knowledgeable, polite, and answered our many questions. Dena, the design consultant, patiently showed us many options for our countertop, tile, and grout and made insightful suggestions without pushing any particular style or brand.

On demolition day, Julio and William arrived within five minutes of the scheduled start time and jumped right into work. They mentioned they don't normally do teardown work but proceeded accordingly. They laid down plenty of floor covering to protect our carpet and tile and also covered our range with thick plastic. Julio and William finished in one day, and did a good job cleaning up after their day's work. Some minor damage was done to our windowsill that we knew would cost outside of the parameters set to complete the project.

At one point, Julio had a concern about a measurement and contacted Ryan, who was scheduled to come out the next day to take measurements. Ryan came to our home that afternoon and did all the measurements and addressed Julio's concern. Ryan patiently explained the process to us.

A week later, Julio and William arrived to install the countertop. Installation went pretty smoothly - they took a lot of time to ensure the countertop was level and they stayed later than their usual quitting time in order to finish the job in one day.

Two days later, Mark called to say our tile had arrived and could be installed the next day. We cancelled other plans we had for that day and made an appointment for tile installer Steve to be at our home at 7 a.m. the next morning. Later that day, Mark called to say he had forgotten about some company training scheduled for the same morning and Steve would come to our home right after training, likely around 10 a.m. The next morning at 10:15 we still had not seen Steve, so we left a message on Mark's voice mail and called the main number; the person who answered said training was running longer than expected but Steve would still be coming. Steve arrived at about 11:30 a.m. and got set up right away and began setting the tile. He communicated well, asking us our preference on several aspects of how the tile would be lined up, edging, etc. He made good progress, but it ended up taking three separate work days spread over six days to finish the job: The first day was a Friday, they do not work weekends (not complaining, just explaining), and we had appointments on Mon, Tues, and Wed that we had to schedule around.

I'd suggest scheduling tile jobs when all parties are available on consecutive days as Steve had to completely assemble and disassemble his tile cutter and bring/remove other equipment and supplies twice rather once (he could have left everything if it had just been overnight, rather than several days between visits).

After the tile work was complete, Steve secured most but not all of the outlets (all of which now required extra-long screws as the tile increased the depth). He called Mark for advice, who came to our house and inspected the outlet, determining that it wasn't up to code and a new box would need to be installed by an electrician. We called our electrician who said this often occurs after tile work; in the end, we paid $80 to have the box secured correctly.

After relating some of the challenges to Ryan and requesting a free cutting board for our inconvenience / additional cost, his response was that things happen during a project such as this and they already given us an unfinished stone remnant for future matching purposes. After two or three responses back and forth via email he agreed to smooth the edges of the remnant so it could be used as a cutting board if we dropped it off at their location.

Overall, we like the work done by D&L Tile. We have no complaints about any of the employees who came to our home to do work, but they did appear to be stretched too thin at times. Some things aren't easy to say, but this could be a great company with a few changes in internal communication, updating scheduling protocols, and addressing client concerns in real time. This company is competing with several other local companies for business and if they made a few changes, they could easily be #1. In the end, we'd recommend that D&L Tile be added to your list of countertop/tile companies when you are getting bids.

I have been using D&L for my personal residence and investment properties for the past four years; for both granite and tile installation. We have been so pleased with their work I referred my mom to use them for a full bathroom remodel as well. They are professional, prompt, and do great work. Their crew has always been very respectful of our personal space while working inside our residence, they keep their work area clean, and get their work done on schedule. Ryan and Steve are both great to work with and easy to communicate with. Would definitely recommend!

I am extremely disappointed with not only the quality of their work, but the whole experience of dealing with this company.
D & L Tile fabricated and installed marble countertops & windowsills in my kitchen. The list of problems include:
1. Jagged & dirty seam
2. Windowsill edges not the same size
3. Wrong measurements taken for the installation of a farmhouse sink.
4. Invoiced me for the wrong contract amount. Also, did not have the correct deposit amount I paid in advance.

My biggest complaint is that they went ahead and installed the windowsills knowing the edges were not even, then provided no follow up. I had to call and complain to get someone to come out. Not once did the foreman or owner visit the job site.
A month after completion I asked the owner if he was interested at all in seeing his company's work. He did come out and offered me a refund on the windowsill, which I have yet to see.

Home renovations is a tough business! Emotions run high, decisions are pretty permanent, and most people are making them without ANY real understanding of the processes involved (myself included)! It takes a level head, a strong base of knowledge, and the skill set of a great teacher to set proper expectations and help homeowners navigate these difficult decisions, and that's exactly the experience I had when I stopped into the D&L showroom to get some ideas for our house.

D&L has some really amazing products on display, and Kathy was incredibly helpful in showing me around. They probably have other sales people, but ask for her ;)

I came in shopping for ideas. I'd thought we had the materials we needed, but for some reason I wanted to be swayed away from the decision we'd made. At D&L I found the largest selection of "wood-look" tile that I'd seen anywhere in town, but I wasn't able to convince my wife that she wanted it in the house. I also saw some really fancy and high end stuff that had my wheels turning, but cooler heads prevailed and I kept my pocketbook in check!

But tile wasn't the main reason for my visit. Patterns were. I'd heard from some really credible sources that they had beautiful installations that showed off some stunning patterns. Herringbone, Versailles, Pinwheel and more can all be seen using a variety of really nice material, and the helpful staff can explain the differences and how they come together too. The knowledge is helpful is understanding just what's involved with setting, and the artistry you're actually paying for.

I didn't get tile, but I ddi purchase the tile setting supplies I needed here like grout, thinset etc. They were as competitive as any big box retailer in town, and that's because of all the work they do throughout our community. A lot of people assume local businesses don't have the buying power of the big guys, but they do and they still pass the savings on to us.

But what really set this experience over the top had to be the service from start to finish. The information was free flowing, the passion behind their product was evident, and their desire to help was evident from start to finish. They even opened their doors early to meet and help me pick and pick up the grout I needed to finish the job in time for my wife to get home and see it.

Kudos to D&L! Your commitment to customer service, great products, and passion are all reasons you're a fantastic local business that has been loved for many years!

Locally owned? Check

Quality product? Check

Professional service? Check

Outstanding workmanship? Check

D&L Tile now has one very satisfied very happy and very grateful customer.

We wanted to have a large window ledge in our condo tiled. We were not certain what we wanted, but had a vague idea of "when we see it, we will recognize it." We went over to their showroom with photos of the area we wanted tiled. I cannot begin to express how pleased I am by the help they offered us. They have a huge selection to choose from, but were able to help us narrow it down by making suggestions, asking questions, and generally being helpful in guiding us with a few options to take home and see how we liked them.

Once we had decided on what we wanted, we worked with Steve on the layout and design. He was able to take our vague ideas and really make them into a beautiful and functional design.

When the materials came in, they scheduled a day and time for the installers to come and put in the tile. I was expecting a huge messy process that would involve days of disruption. Not the case at all. The installers were professional, clean, respectful of our space and completed the entire job in a day and a half. They cleaned up everything and the results were beautiful.

We have more tile work we would like to have done in the condo. We will most assuredly be return customers.

D&L team practices high level of responsiveness, professionalism and customer support. Their workmanship is top quality and their price is right. We love our newly tiled tub/shower surround!

I am so impressed with the work that D and L Tile did in my kitchen and bathrooms. They were very professional and proficient. The granite came out beautiful. Thank you for the amazing job!!!

D & L Tile had a lot of great selections. I saw what I wanted!
The only thing that kept me from even giving two stars was the customer service.

I went there the first time, full staff, as in the manager was there and everything and the manager helped me with measuring and calculating my kitchen dimensions. I gave Kathy, the lady who I gave my information and everything that I wanted to. She was helpful.

A week later, I never received anything. I called Kathy to see what my status is but our conversation translated to what I said prior. They never knew my name, what I wanted, my dimensions, the granite I wanted, etc. So I said to myself, "Okay, maybe they're just really busy and misplaced what I gave them."

We waited again for a week. Same situation.

We came in the next Monday. Mind you, this is week two now. Kathy was there, and she looked at me like I was a stranger. She didn't recall what I said to her, despite the few phone calls and emails. Her customer service went down because when we entered, there were only two people there, Kathy and another worker. They didn't welcome us at all. They made us feel as if we were interrupting their conversation! All feelings aside, in the beginning, I said that we were just using D & L Tile as a spot for a slab yard in California to deliver to. She replied, "we've never done that before at all, but I'll email the manager and get back to you next week." Take note; I said multiple times in the beginning! And also, next week? I'm pretty sure just placing an order wouldn't take this long!

Monday comes and hey, no email. Finally, I gave up. I did not want to go through the process any more of measuring and giving them what I wanted. I did not feel as a customer. Even if they did not do what I wanted to do (getting a slab yard to deliver to their place), the least they can do was email me. Despite the various selections they had, their customer service was just inconsistent. I felt as if Kathy was just helpful because the manager was there. When he's not, I'm giving my good luck to you. Because of that, I went to another local place in town. Sorry, I'm not recommending this business to anyone.