Porcelain Superstore Reviews

Name: Porcelain Superstore
Address: 22 Lever StreetManchester, Manchester
Rating: 4.47

4.5 Rating 389 Reviews

88 %

of reviewers recommend Porcelain Superstore

Company Reviews

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Metrics

4.5

Based on 389 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Live Chat, Telephone

Visit Website

Phone:

0845 257 0227

Email:

help@porcelainsuperstore.co.uk

Location:

22 Lever StreetManchester
Manchester
M1 1EA

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Porcelain Superstore 5 star review on 24th August 2020

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disappointing Quality and Service – Would Not Recommend I ordered tiles from Porcelain Superstore to expand a kitchen project using the exact same tile I’d ordered previously. Unfortunately, the "same" tiles were actually a few millimeters off in size, an issue only noticeable once they were partially installed. Customer service pointed to a vague batch disclaimer buried in their terms, and they refused to offer any compensation, even though they never made us aware of this critical difference when placing a repeat order. Poor quality control and lack of accountability – I wouldn’t trust them for any future project!”

Helpful Report

Posted 1 month ago

“Purchased 10 boxes of extremely large and expensive tiles.8 boxes contained chipped corners and large hairline fractures.Fighting for a refund and had to spend 4 hours putting together a jigsaw of the 16 broken tiles across my lawn and literally marking faults in black pen.I am out of picket over £800 and customer service say its my fault for not checking each tile on delivery.please note unless you are suman human this is not possible and deliverymen would not wait the 2 hours it would take to do this.I am now having to go through credit card company to get my money back and will never use this company again.”

Helpful Report

Posted 1 year ago

“The tiles look nothing like the advertised image. Trying to return the tiles is costly and really difficult, seemingly impossible. I really regret choosing this company.”

Helpful Report

Posted 1 year ago

“Awful awful service!!! Avoid at all costs. Staff do not care, rude and passive aggressive over the phone. The reviews are fake, don't listen to the 4/5 stars I think the staff write them themselves. Missed the delivery date, cost me hundreds in builders fees that I had pre booked. Rude company”

Helpful Report

Posted 1 year ago

“Ordered tiles on 15th October and paid £36 for EXPRESS delivery service . No tiles. Eventually told there was a delay and tiles would be delivered by/on the 17th November . The 17th came and went. No tiles. After several queries were told by email on 28th November we would be informed when the order was actually available and given the delay that they would then be despatched by EXPRESS next day delivery. Finally informed on 8th December that they were in stock and would be delivered on 12th December . Not next day . Queried this. Told next day meant next working day (which was actually the 9th) . Understood this was usually the case but we were explicitly told by email in response to our queries that our order would be delivered next day . We ordered the tiles on 15th October with enough lead in time for work due to be started w/b 12th December. Starting this work was contingent on the tiles having been completely installed . Even if the tiles do actually arrive on 12th December (and we are not holding our breath) it is too late . We have waited 2 months . Don’t use this company . They sell stuff they haven’t got in stock, scrabble round to find it somewhere in the world and take no responsibility for non delivery and the difficulty that causes . Date of experience: 10 December 2022”

Helpful Report

Posted 2 years ago

“This company allow you to order tiles they don’t have in stock then lie about delivery, they’ve caused me so many issues it’s unreal, we laid 50 sqm of tiles expecting the rest the week after as we were told, the truth is the director only responds to multiple bad reviews and offers no solution, his incompetence is astounding….avoid these at all costs.”

Helpful Report

Posted 2 years ago

“Ordered £1,200 of tiles. Delivery day offered for 2 days after ordering. Immediately after ordering, we were told the majority of the tiles were not in stock despite being able to select delivery in 2 days time (website said they were in stock). Over the following two weeks they repeatedly lied about when we could expect delivery, knowing we would cancel if they have an honest delivery date. At one point we were told by a customer service agent that they would come in a few days whilst the founder himself later confirmed they weren’t even in the UK. I ended up having to collect the tiles myself from a pallet delivery depot, 18 days after ordering. And we had to order the size we didn’t want, because they were unable to locate the ones we originally ordered. The founder eventually offered a half hearted apology and significant refund for the trouble. Obviously after that email we never heard from them again and received no refund. I am reporting this company to Trading Standards and strongly recommend you do not purchase tiles from them.”

Helpful Report

Posted 2 years ago

“They took my order when the tiles weren’t in stock and then kept telling me they would get them and didn’t. I waited weeks. I could see they hadn’t updated the website to say tiles were out of stock and were offering delivery dates I knew they wouldn’t be able to honour. I ended up having to make emergency local purchase as could no longer delay my tiler. Beware of reviews on the website as they get you to review after you order a sample to get 10% off your order, so many of the reviews will be people like me who had great tile sample service but then the tiles were not in stock even when website says they are.”

Helpful Report

Posted 2 years ago

“Firstly, you can only get a victorian green tile as deeply coloured with a lovely crackle glaze quite like this from the Porcelain Superstore. I now wouldn't look anywhere else. But also: every time I've made an order with Porcelain Superstore, the customer service has been absolutely top notch. They've been quickly able to amend my orders when I've not added enough tiles, but they've also been able to make bespoke orders, which have saved the day. So twice, Liz has saved the day. Why? I think it's because they're a small business. They hire great people, choose/make great products, and don't have a 'computer says no' attitude because they're nimble. A big company wouldn't have been able to save the day with bespoke orders quite like this. I now probably wouldn't look anywhere else.”

Helpful Report

Posted 2 years ago

“Yes, I know I agreed to a kerbside delivery, but although the delivery man had the tiles on a little hand guided electric forklift truck, he deposited them six feet up my drive, blocking the entrance. Very nicely, I asked him if he could continue to guide his truck another 20 feet towards the garage (see picture), but he refused saying: a) I had not paid for this and b) he was not insured I think that this shows a complete lack of common sense. Although I have heard stories of "elf and safety" gone mad, I don't think I have ever come across it before. No one to help me, I had to move the tiles to somewhere safe by hand, and at 25kg per pack, this was not easy.”

Helpful Report

Posted 3 years ago

“i purchased a relatively small order of tiles. Liz and Sophie were amazingly kind, helpful and professional. I received my delivery today and cannot recommend this family run business more highly. Thank You! Kandy”

Helpful Report

Posted 3 years ago

“Never order from them. Two years ago, I ordered 584 tiles for a total £3200 bill. The online product description and photograph say (and still say 2 years later) the tiles are GREY. On delivery the contractors called to let me know they had received BROWN tiles. Porcelain superstore left the tiles onsite, then never refunded in full!! Unbelievable. And it costed me £250 of labour to manage those unwanted tiles. On delivery I contacted Porcelain superstore. Although the products didn't match the order, they refused to instruct the delivery man to cancel the unloading. Our contractors were left with all the tiles and had to manage them. This costed me £250 of labour due to the number of tiles and their weight. We had to order new tiles. Porcelain superstore never refunded the order in full. On top of that, unpleasant customer service!”

Helpful Report

Posted 3 years ago

“A long wait for the first available delivery date. I hadn’t received any dispatch notice, so I rang up and was assured they would be delivered on the agreed date, by 6pm. I waited in all day and they did not arrive.”

Helpful Report

Posted 3 years ago

“Terrible customer service and poor quality tiles avoid this company! We spent a lot of money with them. The tiles were not good quality a lot of unusable tiles. We had to except the poor quality tile as returning them wasn't an option. They would not take a return/refund of the overpriced grout they supplied and wrong colour due to wanting return just after 14 days. Alot of tiles turned up broken on a damaged pallet delivery .. they would not refund or replace any of the breakages.”

Helpful Report

Posted 3 years ago

“TERRIBLE CUSTOMER SERVICE! Made a large order and we were 1 tile short for the install. They demanded the same delivery charge as the large order for 1 tile. When the tile came, it was the wrong size and their customer service team said it was our fault. Paid 3 full rate delivery charges to get the correct order.”

Helpful Report

Posted 3 years ago

“Appalling company, First failed to send my tiles then falsely claimed the courier had dropped the parcel. Basically you cannot believe a word they say, their customer support department takes up to 24 hrs to answer emails and if you try and ring them you just get an message service. They could not resend my tiles because they said they had no stock even that their computer system showed over 120 in stock - lie after lie, how do they sleep at night ! I am now waiting for a refund which I am told Can take up to 7 days.”

Helpful Report

Posted 4 years ago

“Tiles received on time and even managed next day delivery during lockdown. The quality of the tile is excellent so much so we have used 6 different tile styles all from Porcelain Superstore in our house. Thank you.”

Helpful Report

Posted 4 years ago

“If I could give no stars I would. Terrible customer service, avoid at all costs and dont be fooled by the 4.6/5 overall rating! From reading lots of other reviews I am not alone. They clearly dont understand that customer service is the one most important thing to stay in business.”

Helpful Report

Posted 4 years ago

“We had a bad experience with Porcelain Superstore – quality, delivery and return policy – Beware! Ordered some tiles online; placed the order on a Thursday before 11 am so that we could get next day delivery, but tiles never arrived. Wasted money on a tiler for that day. These were delivered on the Saturday instead and I noticed they’d charged me extra for delivery on the weekend as well (even though I didn’t need it and had never asked for it). On inspecting the tiles, we realised these weren’t good quality nor were they as pictured on the website – had a ‘dirty’ look about (not vintage) them and looked like very poorly factory made tiles. Arranged to get these returned (you need to pay a lot to get a pallet company top come pick up) and upon receiving the refund, we realised that none of the delivery costs had been refunded. So effectively, we paid for delivery twice (over £150) and just wasted time and money. I called them and they only said ‘this was their policy’ – very poor customer service; no sympathy, no offer to make this right. We have ordered tiles online before and have always been able to easily exchange or return unused tiles easily getting a full refund. As a ‘online’ supplier, they should be more flexible with returns/refunds so that people have to confidence to buy from them even though you can’t see the product. Will not use again, opting instead for someone who gives us the flexibility to return items if not suitable. Beware!”

Helpful Report

Posted 4 years ago

“Cowboys! Absolutely awful. Avoid avoid avoid. Delivery booked and confirmed twice. Nobody turned up and nobody bothered to call us about it. We are still waiting....”

Helpful Report

Posted 5 years ago

Porcelain Superstore is rated 4.5 based on 389 reviews