As others have said, they have terrible service and use stall tactics.
After ordering several products over the years from Emerald (with fair service), we've had the worst experience with them on this most recent purchase. After placing an order for tiles which we were told would take at most 1 week to come in, we are now at nearly 3 weeks and not only still waiting for the tile, but cannot get a straight answer from the sales person ("showroom manager") as to the status of our order. Not only does she rarely follow up when she says she will (we are always calling or emailing her asking for yet another update), her story constantly changes. First she couldn't get an answer from the distributer. Next, she tells us that our order is being held up because the purchaser is waiting for another client to confirm their order because the purchaser wants to save the $75 per shipment from the distributer. Then she can't get an answer from the purchaser if the order has even been placed or when it will arrive. Then she needs to hear from the accountant...
We've been given the runaround for 3 weeks. We finally got a refund for our order and went straight to the supplier with ZERO hassle. Clearly it has nothing to do with the supplier, but everything to do with Emerald (or at least the Showroom Manager who is terrible at her job).
There are lots of other tile companies in Ottawa with excellent service. Stay away from Emerald. They seem great and helpful and then don't deliver. Save your sanity and go elsewhere.