“Tiles were lovely, apart from the glue that covered them that the tiler found very difficult to remove (he complained directly to the tile manufacturers about this though).
Customer service good, but we were never, at any point told that you cannot return unused, unopened boxes like you can a lot of other places. Tiler overestimated and we now have 3 full boxes. Would be helpful if we knew this before ordering.”
I am very sorry to see that you have experienced some difficulties with your tiles, and are disappointed with the service in store.
I have asked the showroom to contact you personally to resolve this with you.
Regards,
Joanna
“I was really pleased with the sample I received but just to make sure I wanted to compare it with the grey option, so decided to go to my local Tile Mountain in Nottingham. After being unable to see the tiles on display and asking for assistance I was informed they didn’t have a display or samples to view which made my decision to look for an alternative. I had another look around and did find an alternative only to be told even though it was on display the tile had been discontinued. Not a successful day ☹️”
I am very sorry to see that this has happened. We would never want a customer to leave us feeling that we have been unhelpful.
This has been raised with the showroom to ensure that our displays are up to date, and I have asked a member of our team to contact you to see how we can best assist moving forward.
Regards,
Joanna
“Very good quality and have the luxury feel the only reason can’t give 5* as unused unopened boxes which are extra i can’t return back. As they don’t accept unused even intact leftovers unless you cancel the entire order within in 14 day.
Anyway Happy with the floor but won’t use this company ever again for above mentioned reason.”
I am sorry to see that you are unhappy with our returns policy.
We do advise that we are unable to accept a return on any left-over items that are batched, as we are often unable to resell the stock with moving through batches so quickly. That said, we do always try to look at every customer as an individual, and will always try to help our customers in any way we can. We have, therefore, contacted you to see how we can further assist with a possible return.
Regards,
Joanna
“I purchased recently 23 square meters of floor tiles, after delivery checked all packs for damage and opened 3 packs for quality check of tiles. Als 3 pack was ok. After few days started installation and was shocked about 2 different colours/batches appears on the floor tiles quality. Very poor customers care. Company created very clever Terma of Use and required to report during 24 hours about any issues found with a product. My questions is-who will able to open all packeges and check if there is diferent shades. this can be done only during installation. This is company responsibility to inform clyent this issue can be happend and client should make decission during purchase. Its shame, business like this can use all possible tools ans skills to hide they issues and sale product to they customer like this and protect themself by Term and Conditions. Never ever will use this company again.”
I am very sorry to see that you are unhappy with the tiles.
Tiles are produced in batches, and so can vary slightly in terms of shade and/or calibration. The batch numbers are printed on the sides of the boxes, and our website does recognise repeat orders and will send notifications about batches to customers placing repeat orders. I am very sorry, however, if you were unaware of this, and for any inconvenience and frustration that this has caused.
I have contacted you personally to resolve this with you.
Regards,
Joanna
“It was impossible to get a sense of the real marble effect on this tile. Had it been possible to pay for a larger sample, an option which is offered by other suppliers, I would have been able to judge what the overall effect would be.”
I am very sorry to see that you are unhappy with our sample service.
We offer cut samples for the vast majority of our tiles for free. We also offer full samples, or half samples in instances such as this, whereby the tile is very large and expensive to transport.
We have contacted you personally to help further with this.
Regards,
Joanna
I am very sorry to see that there has been a delay with your sample order delivery.
We have contacted you personally to resolve this with you.
Regards,
Joanna
“It was the delivery large lorry left them just on the drive because of gravel would not help. We are old and hurt ourselves try to move them. So review is nil on delivery. Bathroom mountain far superior.”
I am very sorry to see that you were unaware about our kerbside delivery service, and for any inconvenience that this has caused. This is certainly not what we would want for any of our customers.
I have asked the showroom to get in touch and resolve this with you.
Regards,
Joanna
