“Tiles were sent late, arrived 4(!!!) days after they were supposed to, then discovered that several boxes worth were broken, which you couldn't see until you opened the box, but is abolutely no wonder, since they are shipped on their sides with absolutely 0 cushioning, and then thrown into the back of a truck with nothing to stop them rattling about. Didn't notice the damage until halfway through the tile job, so had to go out and buy something else to be able to finish, to then be told not only might I not get any refund, because I didn't fill out their claim form within 5 days of delivery (even though I emailed them about the damage within that time), but apparently they will only refund you 50% of the price of the broken tiles? In what world does that make sense? Absolutely horrible company, and this will be the last time I ever buy from them - and to anyone thinking about it - stay away!!”
Thank you for sharing your experience. We're truly sorry to hear about the delay in delivery and the issues with broken tiles upon arrival. It’s certainly not the standard we aim for, and we appreciate you bringing this to our attention.
We understand how frustrating it must have been to discover damage mid-project, and we apologise for any inconvenience this has caused. Your feedback regarding the packaging and cushioning will be taken seriously as we strive to improve our shipping process.
We have contacted you personally to resolve this for you.
Regards,
Joanna
We are very sorry to see that we have not yet been able to issue replacements for the damaged tiles.
We have been discussing the damages with you over email and have been awaiting the batch information in order to replace the tiles for you with tiles from the same batch, but we do not seem to have received that, I'm sorry.
To prevent any further delays, I have issued the replacements for you and you will receive an email confirming this shortly.
We are very sorry again for any inconvenience that this has caused.
Regards,
Joanna
We're sorry to hear that you had such a disappointing experience with our Metro Wall Gloss Cream Metro Tiles. We strive to ensure our products meet the highest standards, and it's frustrating to learn that you didn't have a positive outcome.
We do not appear to have received your email, I'm sorry - we have, however, now refunded the order in full for you to apologise further.
Your feedback is invaluable as we aim to improve our service.
Regards,
Joanna
“Tiles ordered with a confirmed delivery for Tuesday - Tuesday no delivery - phoned up late afternoon and told that the courier had "just" advised that it wont be delivered- re arranged my day and agreed
on Wednesday afternoon delivery between 1pm - 6pm- By 3.00pm Wednesday no confirmation of delivery called Tile Mountain and advise its on the vechicle and I would get a text or call when 2 hours away. 4.00pm Called again as no text or call - again assured that it will be delivered any time up to 6.00pm - advised Tile Mountain staff leave at 5.00pm. Again no delivery- Called again Thursday morning 8.30am when customer service opened. Explained I had tile fitter on site ( did mention this on Wednesday and was assured delivery would be Wednesday) waiting for tiles- advised delivery would be between 10 - midday - eventually got delivery at 11.15am. I would not use Tie Mountain again, just thorugh the very poor delivery service - appreciate that "things" happen - but to be told several times that I would get delivery on Wednesday and then not to receive items is not acceptable at expense to me having a fitter on site waiting for tiles.”
Thank you for taking the time to share your experience. We're truly sorry to hear about the delays you encountered with your delivery. We understand how frustrating it can be, especially when you have a fitter waiting on site.
While we do our best to coordinate with our courier service, and do expect them to keep us updated and provide accurate information, we recognise that communication has fallen short in this instance. Your feedback will certainly help us improve this aspect of our service moving forward, and we will be discussing this further with the courier.
If there's anything more we can assist you with, please don’t hesitate to reach out. We appreciate your understanding and hope we can provide a better experience in the future.
Regards,
Joanna
We appreciate your feedback, and we’re sorry to hear about your disappointment regarding our return policy.
Our aim is to ensure customer satisfaction, and we understand that return policies can sometimes feel rigid. We are, unfortunately, unable to accept the return of leftover tiles as we move through batches very quickly, and so are unable to resell them.
Our returns policy is available on our website for customers to view prior to ordering.
If there's anything else we can assist you with or if you have further questions, please don’t hesitate to reach out.
Regards,
Joanna
“Unfortunately the sample came broken but they were good and gave a full refund. Sadly the tile wasn’t what we were after in the end so nothing lost. Great service from TileMountain though”
“I ordered 20 x tiles which came in 5 packs of 4. When installing the tiles some were noticeably beige and not grey. The batch numbers matched but there were a mixture of the two colours in each 4 pack. I really rate the tile as exactly what was needed and thankfully Tile Mountain acknowledged the issue and sent a repat order which arrived just over 12 hours later and allowed the tiler to finish the job in the allocated time. Apart from the hicup I can only praise Tile Mountain for their excellent resolution.”
Thank you for your review. We’re pleased to hear that you rated the City Stone Grey tiles highly and that our team was able to promptly address the issue with your order. We understand how frustrating it can be when things like this happy, and we appreciate your understanding as we worked to resolve this. We apologise, however, for any inconvenience that this has caused.
If you have any further concerns or need assistance, please don't hesitate to contact us. We're always here to help!
Kind regards,
Joanna
“The slabs on the whole were good, first order contained a few broken ones which were replaced quickly and no fuss. However when the replacements arrived they were broken too. The customer service was ok but not great”
Thank you for your feedback. We're glad to hear that the slabs themselves met your expectations, but we're truly sorry to learn about the issues you faced with breakages in your order. It’s disappointing when replacements also arrive damaged, and we appreciate your patience throughout this process.
In order to rectify this for you, we have issued a refund of the two replacement tiles back onto your original payment method. Please allow five working days for this to reach you.
We're always looking to improve our customer service, and your comments are valuable to us. If there's anything more we can do to assist or resolve this situation, please feel free to reach out to us directly at 01782 23822 or at customer.service@tilemountain.co.uk.
Kind regards,
Joanna
