Tiles Direct Reviews

Name: Tiles Direct
Rating: 1.34

1.3 Rating 61 Reviews

8 %

of reviewers recommend Tiles Direct

Company Reviews

Questions

Metrics

1.3

Based on 61 reviews


Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 9%
Customer Service
Communication Channels	Telephone, Email

Visit Website

Write Your review

Tell us how Tiles Direct made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Tiles Direct 1 star review on 9th April 2024

Anonymous

Tiles Direct 1 star review on 4th May 2021

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

“Out of 5 boxes of metro tiles only 1 box was in tact! 29 tiles in total broken! Replacement arrived today and 12 broken! !!! Don't order from this company unless you have the time to get replacements🤬”

Helpful Report

Posted 1 week ago

“AVOID THIS COMPANY! I would like to give a ZERO if I could. As you can see from other reviews and Trust Pilot, they do not answer the customer services phone line and don't reply to emails. I received 2 boxes of tiles which were a different colour tone to the rest and the product labels had been removed, also had some wrapped in cling film with the top of the tiles covered. I think they knew they had sent these wrong tiles but were just making up the quantity, knowing that they would not be answering any customer complaints or queries. They never picked up the phone and didn't reply to my email. They obviously, absolutely don't care at all, which is a horrible way to do business and a real shame as I love the tiles and they could have a brilliant business if they just looked after their customers - it's not difficult.”

Helpful Report

Posted 3 weeks ago

“Tiles were delivered broken (only less than 5% of the tiles I ordered arrived unbroken, so I could not use them). Delivery charge was £39. They only refunded me for the broken tiles, but would not refund the delivery charge. Though delivery was obviously substandard.”

Helpful Report

Posted 4 months ago

“AVOID buying from Tile Direct! They deliver broken tiles, charge you to return your tiles and you have to arrange your own returns to their Depot. Terrible service all round!”

Helpful Report

Posted 5 months ago

“Do not order from this company. Cheaper, older version of ordered tiles was sent but not realized as had nothing to compare against until an extra 2m2 was collected from the sister company Al Murhad. Some were broken, the 8m2 i ordered covered 5. When i questioned customer services, they we're rude, dismissive, tried to gaslight me in terms of discrepancies when not ordered together. But they we're different amounts, different manufactures and different tiles. Head office told me its my own fault for them sending cheaper tiles, as i did not ordering a sample! Disgusting and disheartening experience all round”

Helpful Report

Posted 7 months ago

“Would give zero if I could. Broken tiles sent and months of sending photos again and again and 4 times I was told a manager would contact me they didn't. Emailed again some of the tiles broken different colour and had air bubbles. More like seconds. Still no replacement no refund. I will never deal with this company and would say go else where so you can go in a shop if you have a problem. THEY TAKE YOUR MONEY THEN JUST DONT CARE”

Helpful Report

Posted 9 months ago

“please listen to the negative reviews and do not buy from this company”

Helpful Report

Posted 9 months ago

“Ordered some samples arrived smashed as they just put them in a jiffy! I've emailed them several times mostly ignored!! Asking for the value to be refunded. Was going to order tiles but l won't bother. You can't get through on the phone terrible customer service, they don't even read your emails avoid.”

Helpful Report

Posted 10 months ago

“Ordered a sample and paid 0.99 for delivery on the 13th of Feb. Was informed that the requested tile is in stock and that the sample will be delivered between 2-4 days. Called on the 17th as had not received anything and was assured that it had been posted and to wait until the 20th. Called again on the 20th as nothing received and was told that it must have been lost so will send another through courier and that I should receive it in 2 working days. Called again on the 22nd as nothing received and was told that it was going to be delivered between 12-1pm. Called in the afternoon as still not received and was told it has already been delivered. Checked and called again as nothing was delivered and was then told the courier has lost the package and they will send another one for next day delivery. Finally, on the 24th received an email to say that the tile for which I had requested a sample was out of stock - 2 weeks after my first conversation with them and checking at least twice that they had stock. What a miserable company and highly unprofessional service. They are liers and will make all sorts of excuses. Did not even have the courtesy to refund my 0.99p that I had paid to them.”

Helpful Report

Posted 1 year ago

“DO NOT order from this company!! Ordered the star pattern tile (there are two different ones on the website, one dark almost black, and one grey.. both have different names on the website, and are different prices) I ordered the black ones at the higher price. When they arrived, the lighter grey ones were sent. When I called to query this I was told that the black don't exist, it's all the same tile, they are just listed differently on their website for 'marketing purposes'. What a scam!!! Awful customer service and even worse morals!!”

Helpful Report

Posted 1 year ago

“The company sent us half an order of good tiles and the other tiles were damaged. Our tiler had started using the good tiles as Tiles Direct told us they would send us replacement tiles. They sent tiles but they were still damaged, they then replaced those tiles with ones that were the wrong colour, and then replaced those with tiles that were the wrong size to the ones the tiler has started putting on the wall. We had to pay our tiler for his time every time Tiles Direct sent us faulty/incorrect tiles. We finally had to pay for the tiles that had been put on the wall to be removed, ended up buying new tiles from Wickes and started all over again. Tiles direct will not collect all the faulty tiles they have sent us and have only offered to refund for the tiles. They have cost us time and money as well as caused stress and delayed us moving back into our home. I would not recommend and would advise anyone not to use them.”

Helpful Report

Posted 1 year ago

“Ordered & paid for sample tile in October. December 22nd & still not received & they do not answer phone calls. Bad customer service.”

Helpful Report

Posted 1 year ago

“I was ordering 3 tile samples costing under £3 when I fortunately noticed they were charging £39 for a UK delivery! I texted them to see if it was a mistake but have not had a response. Like many others have said- I should have read the reviews first. I have never written a customer review before but was so horrified I felt I had to warn others.”

Helpful Report

Posted 1 year ago

“DO NOT ORDER FROM THIS WEBSITE!!! Spent over £600 a month ago. Nothing delivered and no-one answering any calls. Sure, throw money down the drain of you want, or give it to charity but don't recommend handing it over to these criminals.”

Helpful Report

Posted 1 year ago

“Read the reviews, paid for samples never sent can't get anyone on the phone, luckily only lost the money for samples!”

Helpful Report

Posted 1 year ago

“!!!AVOID AT ALL COST!!! Ordered a sample for 99p. The day after I noticed £100s had been deducted my bank account and on calling the bank I was told £900 in total had been spent in online transactions. Turns out my card details had been cloned and fraudulently used. Tried to call the company to warn them an employee is committing fraud but no answer. The Police have been contacted and I’ll be holding my breath on if I ever receive the sample.”

Helpful Report

Posted 1 year ago

“Worst company I have ever dealt with, just awful, whoever owns this company should be ashamed of their selves. Empty promises, don't answer emails, don't answer the phone, paid extra for delivery on top of free delivery for them not to turn up after been promised. Avoid like the plague, shame on you Tiles Direct for just generally been a awful company.”

Helpful Report

Posted 1 year ago

“Terrible. Ordered a few samples one evening-cost 99p each and free delivery. Somehow and unknowingly 10 sets of mosaic tiles went through the checkout with my order- adding up to around £130 to my sample order. I realised the mistake, and emailed them urgently within 5 minutes to instruct them NOT to send out the order. The next morning I received a reply saying, ‘ we can offer you £15 for delivery and refund the rest? Please advise’. They didn’t act on my instruction and we’re offering a delivery charge of £15 vs the £39 one I had been charged! I asked what would be included in that delivery? (Thinking I had some samples I needed to pay for after all). I said again I do not want or need any mosaic tiles. Do not send me them. They replied and said 10 sets of mosaic tiles. The sample orders get sent out separately and without delivery charge. I said again I ordered them in error and wrote within 5 minutes giving clear instructions to cancel the order right away. 2 days later on the Friday morning I was told nothing could be amended because my order was dispatched. I repeated the same as above. I was told I would have to refer to the returns protocol. Of course I am expected to pay to get these very heavy tiles transported back to obtain a refund. They do not reimburse return costs. So overall they used delaying tactics and incompetent customer service to send out an unwanted order of tiles. Unprofessional and disgusting behaviour. I am alone trying to get my first house purchase to be ok to live in and companies like these just take advantage whenever they can. I was going to refuse the delivery as I did not want it. But they left the order with a neighbour’s tradesman. It sits unopened and unwanted and I am poorer for it.”

Helpful Report

Posted 1 year ago

“Avoid company! Falsely stated they delivered my item but cannot provide a signature Basically took my payment and was rude from there in out! AVOID”

Helpful Report

Posted 1 year ago

“Didn't read the reviews and regret this now. Firstly received two deliveries of the tiles in one day so rejected the second both delivered late. On looking at the tiles was horrified at the look of them. Not at all like the photo. They were supposed to be patinated to look like they were old and worn. The patination was not grey but deep brown and much more patinated than the picture portrayed. In our opinion this was a manufacturing quality defect. They looked permanently filthy and awful not mildly worn as the picture on the website reflected. So we remonstrated. Was then presented with their terms which stated that we could return them but at our cost (fair) and a 10% restocking fee (unfair). The latter being contrary to the The Consumer Contracts (Information Cancellation and Additional Charges) Regulations 2013 Cl 8 which states that "The trader must not impose any fee on the consumer in respect of the reimbursement". So we remonstrated again with no joy and were told that their terms overrided UK legislation! So we returned the items as we did not want them and awaited the refund ready to challenge the restocking fee if it was withheld. That's when the real fun started. Nothing happened. 24 emails and 29 phone calls later (most not answered by customer service) and no refund which was due, according to their own terms, within 10 days. We then launched a credit card dispute and was credited by Barclaycard 6 weeks later. Two days afterwards Tiles Direct decided to coincidentally(!) credit me a second time this being 6 weeks late per their terms so I had to go back to Barclaycard to get their own credit rescinded. If you end up like me two things. Email everything but don't expect a response so you have it in writing if you have to go the your credit card co to get a refund. Then call after each email but don't go through to Customer Service. No one answers. Go through to sales. After a while start calling from another phone number. They seem to block your number to avoid you after a while.”

Helpful Report

Posted 2 years ago

Tiles Direct is rated 1.3 based on 61 reviews