We are very sorry to see that you have received some damage to your order.
We did replace the damaged tiles for you; however, if you wish to discuss this any further, please do not hesitate to come back to us on 01782 223822 or at customer.service@tilemountain.co.uk.
Best Wishes,
The Tile Mountain Team
We are very sorry to see that your order is delayed.
We have asked the showroom to look into this and to contact you as soon as possible today with an update.
Best wishes,
The Tile Mountain Team
We are very sorry to see that your order is delayed.
We have asked the showroom to look into this and to contact you as soon as possible today with an update.
Best wishes,
The Tile Mountain Team
Thank you for taking the time to leave a review about your sample order — we’re really sorry to hear that your order arrived damaged. That’s definitely not the experience we want for our customers.
We have reached out to you personally to resolve this with you.
Best wishes,
The Tile Mountain Team
Thank you for taking the time to leave a review about your sample order — we’re really sorry to hear that your order arrived damaged. That’s definitely not the experience we want for our customers.
We have reached out to you personally to resolve this with you.
Best wishes,
The Tile Mountain Team
“3 out of 4 tiles delivered broken after the previous delivery was delayed because of broken tiles. Still paid £29+ for the delivery even though only 1 tile was delivered undamaged.”
We are very sorry to see that you have received damages to your order. We expect our courier to take care of our deliveries, and are disappointed to see that this has not been the case in this instance.
We have contacted you personally to resolve this with you.
Best wishes,
The Tile Mountain Team
“The laminate flooring itself looks absolutely stunning, but unfortunately the customer service completely disappeared once payment was made.
My delivery was delayed, and no one contacted me until I called just before closing time, only to be told, “Oh, the driver is in traffic it will be Monday.” This was especially frustrating because I had already paid installers to come the day after the original promised delivery date.
I later spoke with Angela, who promised a goodwill gesture once the flooring was installed. No one ever followed up. I called again, was told she was busy and that someone would contact me but no one ever did.
I’m not usually someone who leaves reviews, but this situation cost me financially, and the lack of communication and follow-through left me very disappointed.”
I’m pleased to hear that you’re happy with how the laminate flooring looks, but I completely understand how upsetting it must have been to experience delivery delays, especially when installers had already been arranged. We would never advise arranging tradespeople to attend prior to having all of the materials needed with you; however, the lack of proactive communication from our courier, and the need for you to chase the delivery, is not the level of service we aim to provide.
I’m also very sorry that the goodwill gesture discussed was not followed up as promised. I appreciate how disappointing that must have felt, particularly after being reassured that this would be addressed. This is something I will be reviewing internally, as we should always ensure commitments made to our customers are honoured.
We have contacted you personally to resolve this with you.
Best wishes,
The Tile Mountain Team
“I ordered two full samples and received both smashed inside the box. I have concerns about their choice of courier and have not yet decided whether to order. The tile colour appears nice”
Thank you for taking the time to leave your review, and please accept our sincere apologies that your samples arrived damaged.
We do expect our couriers to handle all goods with care, and unfortunately, on this occasion, that did not happen. We completely understand your concerns. For full tile orders, we use a specialist pallet courier service, which provides a far more secure method of transport and significantly reduces the risk of damage.
We have contacted you to resolve this with you.
Best wishes,
Tile Mountain
