We apologise that the goods arrived damaged, We employ a third-party courier to make all of our deliveries and expect the goods to be handled with care, If you would like to contact our customer service team to arrange replacements they would be happy to assist.
“Ended up cancelling my order after two days of waiting in for a delivery I was assured was on the way.
Customer services not interested. Very disappointing.”
We are very sorry for the delay you have experienced with your delivery. Unfortunately, much of the UK is experiencing drivers shortages and an increased number of deliveries at the moment, which is impacting our usual service level. We aim to resolve this as quickly as possible and apologise for any inconvenience caused.
“I ordered tiles (website said something like 300sqm in stock) and the day before delivery I had a call to say they were out of stock. Very unhappy as I had arranged for them to be laid the next day. It has also put my kitchen installation on hold because tiles couldn’t be laid and then kitchen fitter had other jobs to do. So I have been without a kitchen for about 2-3 weeks and no sign of it being fitted soon.
Be careful if you order anything from tile mountain and order in plenty of time incase the same happens to you!!!”
We are very sorry that we were unable to fulfil your order with us recently. We always try to keep our stock levels as live as possible and apologise for any inconvenince you have been caused on this occasion.
“One box delivered completely broken, will only replace a few as only had photos of a few. Meant to be replaced 9 august. Still not received, no communication to say delayed. Have to chase the whole time.
Bathroom incomplete now for several weeks…and looks like even more, real pain trying to sort suppliers when they say will be sent on a certain day, but not received and not told they are not coming.
Really disappointed customer service. Used company previously and was Ok. But will really think about using again because of this”
“Originally ordered tiles that were out of stock- tile mountain did contact me to explain so ordered we delayed just under a week and inconvenience of needing to re-schedule the tiler. The tiles arrived and my tiler laid nearly all of them in my kitchen diner when it became apparent I was sent two different sizes- a 10mm difference, which really impacts on the pattern. Tile mountain did not have anymore of the larger variation so sent a new order- which meant I had the choice of either miss-sized tiles and joins (bought enough tiles for nearly the whole of the downstairs) or pay at my own expense to have the tiles taken up and re-laid. I understand that the larger tiles were not in stock but do not understand why the store error makes me financially liable to have work ripped up and re-laid or settle for the error in the tile pattern. The website states that two sizes are available and you will be sent one- which did not happen. Being told that it was my responsibility to check 70 square metres of tiles for sizing that are securely packaged feels like passing the buck, particularly as the website states you are sent one size.”
I apologise that this error was made and this impacted the overall project. We do ask that customers check the order for any issues, we do not wish to leave anybody with incorrect tiles so, therefore, did replace the tiles. If you wish to discuss this further please contact a member of the team.
We are sorry to see that you have received some damages to your order. If you wish to formally report this and/or discuss this further please give a member of our customer service team a call on 01782 223822.
