“Very disappointed in this company and service. 😭😭 The customer service is appalling and 3 weeks on the tiles have still not arrived. I had the same experience as some of the below reviewers, I ordered the tiles, specified the date and got a call a few days before the delivery date saying the the tiles are not in stock, even though on the website there was no indication of this. I would have ordered my tiles from elsewhere had I known they are not in stock. Even after chasing customer services and staying on the phone for half an hour trying to get through I had no explanation and updates on the whereabouts of my tiles. I still have not received the tiles I ordered 3 weeks ago and my project is on the hold costing me a lot of money. 😭😭”
“If possible, I would give zero stars. As with other people here, we placed an order only to be called right before delivery to be told that the tiles were out of stock and would be 3-4 weeks before coming available again. As we had already arranged major works being done, we decided to look for different tiles and requested that the order be cancelled and we be refunded.
We asked for written confirmation of the refund, which never came. We chased that up via email, and got no response. Finally, my husband called and was issued a credit note for the full amount of the order.
12 days later, we have still not had our refund. We've called and been forced to wait for 30 minutes while the phone system sends us in a loop of ringing through and playing an advert before it kicks us back to the beginning of the process.
Having finally got through, I spoke to a very nice woman who apologised for the delay, but could offer no explanation as to why it hadn't been done. Instead she said she would speak with accounts to get it sorted today and to expect the money tomorrow. We're not holding our breath!
We have already started looking at ways to report this and legally demand our money. We've got a large sum tied up in this refund, money which we need to progress our renovations.
Also a note that we were able to find the 'exclusive' Tons of Tiles tiles that we wanted on another site, and we paid significantly less for them!”
“I would not recommend this company. The tiles may look good on the website but the customer service is very poor. Firstly delivery was not made on the day specified, even though we paid £30. Then we were told part of our order would be delayed until the following week. Two weeks later, on chasing, we have been told our order will not arrive for another three weeks. This has caused expense and delay to our project. It is very difficult to speak to anyone on the customer service line. If you are going to order from Tons of Tiles make sure you allow plenty of lead time to ensure your tiles reach you in time.”
“Terrible service from Tons of Tiles. We've ordered tiles and paid for Next Day delivery. Tiles haven't turned up for days so we have contacted customer services. Turned up tiles were out of stock and we'd have to wait for weeks for them to be delivered. I have cancelled the order as we needed them that way (this is why we've paid extra for Next Day delivery) and requested the money to be refunded. Here we are 12 days later and no refund has been received. I would not recommend this company to anyone, we were disappointed that there was no communication that tiles were out stock, we were just charged and it all went quiet. Then, of course, another disappointment that we haven't received the refund and we have to spend time trying to get it back. Awful experience.”
“HORRIBLE! I paid more for my damn delivery than I did the tiles, a delivery which they assured me would have taken no longer than a week. 3 weeks later i phoned to see where the tiles are and they said they have apparently been trying to contact me, which is a LIE, no phone calls or emails even in the spam folder. So basically if I would not have called and asked for my tiles they just would have kept them. Also, NO attempt whatsoever to offer help or reimbursement of any kind. Still in the middle of sorting this out now. STAY AWAY!”
“We've just had such a horrible experience with Tons of Tiles...I really wanted to stay positive, but this is just embarrassing, considering we live in a culture of online services, there is a lot of competition out there and customer service and the way the ordering system works is just appalling. The worst thing is that I really love the tiles. They are absolutely beautiful, our builders have already laid some of them...but weren't able to finish. And here comes the greatest disappointment. This thing happened with 3 consecutive orders....THREE!!! Because we already laid some of the tiles, we didn't really have a choice, but to put up with this terrible treatment. Tiles on all these occasions were ordered carefully over the phone, the sales person confirming they are in stock in that number, and that they will be with us on a certain day. They don't come for a day, two, three, you call Tons of Tiles and it turns out, that 'they are very sorry, they don't know what happened, they will call the manufacturer'. You wait but it takes forever, you ask for them to call you as soon as they find out. You wait. You end up having to call them back. 'I am sorry but it seems that the tile is out of stock and we are waiting for a new shipment from the manufacturer'....'The earliest we can get the tiles to you is in 3 weeks', or on the most recent occasion, the same thing with an excuse of 'our system wasn't updated in time, so when the order was place we thought we had the tiles, but we didn't'...I really lost it at that point. Our builders came from abroad, they are living in our house, we are paying them for every day of their work, they prepare the bathrooms expecting the tiles and nothing happens! The company doesn't even have the decency to let you know about the tragic and embarrassing course of events, you actually have to call them, and spend 20 min on the phone waiting for someone to tell you on the day of expected delivery that the tiles are out of stock. I actually ended up cancelling the order for the 3rd bathroom and in tears went to Topps Tiles, paid a little bit more for a completely different tile instead, but at least was treated with a bit of humanity. It would still be my second choice as I absolutely loved the tiles from Tons of Tiles and was really looking forward to having them in our en suite bathroom, in our home me and my partner are working very hard to renovate and make special for the future generations. It is a great emotional and financial stress and simply dealing with a company like this is not something we can risk in this project.
Dear Tons of Tiles, you seriously need to reconsider reprogramming your order system. You cannot allow situations like this to happen over and over again. Your website as well as your private database needs to be better updated. You cannot take orders and take money from customers for promises you cannot deliver on, especially when you don't have the decency to let the customer know about the delay situation in the right time. If you want to keep making money in this world, you have to improve as a company, I will warn anyone who approaches me about recommendations about this experience. 'I am terribly sorry, I do indeed see why you would be upset' is simply just not quite enough.
If you really want to get tiles from this company, please save yourself the stress by allowing a good few months to order the tiles, because it is very likely there will be unpredictable delays that will cost you a lot of money in the end.”
“On three separate occasions, money was taken and an order date given, then no delivery occurred and it turned out the tiles were to take another month, as they were out of stock, despite this not being mentioned on their website, or over the phone when ordering.
Our project was almost ruined thanks to these time delays.
Do NOT trust this company - avoid at all costs.”
“In my experience, the many of the items are out of stock and you have to WAIT and WAIT and WAIT for the item - I am still waiting! Customer service is basically useless and has not even called me back even though I have been chasing up with them every few days on an order I placed a while ago.
I tried to buy 3 particular things with Tons of Tiles. The first time I tried to place an order, only 2 of the items were in stock. I was told to wait several days until the final item arrived. When THAT item came into stock, I then tried to place an order, but by then, ANOTHER item was out of stock. I went ahead and placed the order ON THE ASSURANCE THAT THE ITEM WOULD BE BACK IN STOCK IN ONE WEEKS' TIME. THIS HAS NOT BEEN THE CASE. I AM STILL WAITING AND WAITING. I AM THE ONLY ONE CHASING UP WITH CUSTOMER SERVICE. NO ONE HAS EVEN BOTHERED TO GIVE ME AN UPDATE OR HELP ME AT ALL!!!!!!!!”
