“3 attempts to get the delivery right but Tile Mountain via Sam @ customer service pulled out all the stops until it was sorted. I now have a lovely floor.”
I’m glad to hear the floor has turned out well, but I am very sorry for the initial delivery hiccups.
If there’s anything else you need or any future concerns, please don’t hesitate to contact us and we’ll be happy to help.
Regards,
Joanna
“Ordered and paid for tiles at the beginning of December. Was advised in the shop that one of the tiles ordered was not in stock but as we had a deadline of 5th January, there wouldn't be a problem with delivery but the shop would contact us if there was any problem. Telephoned the shop on 22nd December to confirm order was OK: to be told that the tile in question would not be in stock until end of February.
Went again to shop to seleect an alternative and, although in stock, they could not guarantee that they would not be sold to somebody else before 5th Jan. Only wayto guarantee deleivery was to takedelivery on 29th Dec.
Now have to put up with a palette of tiles in our garage for two weeks. NOt good service at all.”
I’m really sorry to hear about the delivery uncertainty and the impact it’s had on your deadline.
Our showroom team will be in touch as soon as possible to offer a resolution.
Regards,
Joanna
I am sorry to see that you are unhappy with the service you received in this instance.
We are only able to hold orders for up to three weeks, due to warehouse space.
When you are ready to reorder, please give us a call on 01782 223822 and we will have a look to see what we can do to assist further.
Regards,
Joanna
I am sorry to see that you are unhappy with our store returns policy.
I have forwarded this over to the showroom team and they will be in touch shortly to resolve this with you.
Regards,
Joanna
“First tile we ordered was delivered with the cardboard packaging clearly open and unsurprisingly the tile in multiple broke pieces. I emailed with pictures and the ring doorbell footage of the delivery asking for a new one to be delivered. The initial response clearly hadn't read anything I'd put asking for details I'd already given and for me to fill in a form. Another tile was dispatched pretty quickly though and arrived in exactly the same packaging which was just a flimsy bit of cardboard. It had a small hairline crack at the end of it but luckily we are cutting the end off. For a tile company you need to review your packaging and £12 for delivery for one tile seems unfairly high.”
I’m really sorry to hear about the damaged tiles and the packaging issues you’ve experienced. That’s not the service we aim to provide.
I can confirm that the sample has been replaced; however, I understand your frustration, so have also refunded the order. A member of our customer service team will be in touch shortly to confirm this with you.
I have also passed your feedback over to our sample team in the warehouse for review.
Regards,
Joanna
“Tiles were lovely, but the delivery van didn’t even have a sack barrow and was just one man. I had to call a neighbour to come and help him unload the van - the packs were so heavy! Was expecting a hiab lorry as per the website.”
I am very sorry for any confusion - we offer a kerbside delivery service only, and our courier does not use hiabs.
We encourage customers to let us know of any issues they may foresee, or if they have any specific requirements, as we can look at assisted delivery options if required. (Please note that this may incur an additional fee.) Please see our delivery page for further information:
https://www.tilemountain.co.uk/i/delivery
Regards,
Joanna
“We ordered tiles to be delivered to our house and when we opened the box, the tiles were broken. Some were loose in the packaging and were chipped. Very poor service indeed! Would never buy tiles from this company again.”
I’m very sorry to hear your tiles arrived broken and damaged. This isn’t the experience we want for you, and do completely understand your frustration.
We do always encourage customers to reach out to us to let us know of any problems, so we have contacted you to resolve this for you, by either replacing the tiles or refunding them - whichever you prefer.
Regards,
Joanna
“Tile Mountain in Nottingham are one of the worst companies I have had to deal with. The keep zero stock, and charge £30 a time to deliver even a single pack of tiles. On top of that, their deliveries to store for collection there seem to be so infrequent as to be useless. The customer service we received at the point of sale was entirely unhelpful to the point of rudeness too.
The tiles we received were pretty good, but have very limited variation - just two variations of the design across 3 packs of tiles, which for a wood-effect tile is pretty poor, making it hard to achieve a good effect on the wall.
Unsurprisingly, I won't be using them again. There are other companies (eg Topps) who do keep plenty of stock, offer friendly and helpful service and had much great variety in the set of tiles I bought from them.”
We’re sorry to hear about your experience with stock and delivery charges, and that the service you received at the point of sale was not up to the standard we expect.
We’d like to investigate this further and see how we can make things right. Our showroom is contacting you personally to discuss this with you.
Regards,
Joanna
