I am very sorry to see that you have experienced this issue.
We do always advise our customers to let us know of any problems so that we can help to resolve them.
We have not received any similar reports for this tile - however - I have contacted you via email to request a bit more information, as I would certainly want to look into this further for you.
Regards,
Joanna
We are sorry to see that you are unhappy with the tile.
If this is something that you wish to discuss with us, please contact us on 01782 223822 or at customer.service@tilemountain.co.uk
Regards,
Joanna
“Ordered floor and separate wall tiles , the wall tiles came after two weeks smashed to bits (was getting the bathroom fitted two days later, day before rang too say the floor tiles where out of stock (a month after ordering) & the toilet came damaged. Also after getting the floor tiles refunded the finance dept where closed on weekend so had to wait until the Monday for it to be processed.”
We are truly sorry to hear about the issues you've encountered with your order. It’s disappointing when things don't go as planned, especially when you're preparing for a renovation. We certainly understand how frustrating it can be dealing with damaged items and delays.
Please know that we’re here to help! If you’d like to reach out to our store team, they can assist you further regarding your refund and any other concerns. Your feedback is incredibly important to us, and we’re committed to resolving this for you.
Kind regards,
Joanna
“Tiles ok although website specifies thickness as 9.5mm and it says 9mm on the box.
Delivery was a whole day late, there was no communication so I waisted all day waiting. Not impressed especially that I scheduled 2 weeks in advance.”
We apologise for any discrepancy in tile thickness - please be aware, however, that the tiles can vary in thickness slightly due to how they are made, and this should not cause any problems, provided the tiles are installed correctly.
It’s also disappointing to hear about the delays with your delivery; we strive for prompt communication and delivery, and we’re sorry this fell short in your case. A refund of £30 has been processed to apologise further for this.
Thank you for your feedback.
Regards,
Joanna
“Nice tiles, unfortunately the person that calculated the amount of tiles and borders miscalculated and was left 5 boarders short, was given a date for delivery which was then put back by a week.
Ordered 5 more boader tiles for exactly the same to happen given a delivery date to turn intoa week late again.
Just told sorry out of stock nothing we can do .
Going forward would rather use a company that carries stock”
We appreciate your feedback, and we're truly sorry to hear about your experience with the border tiles. It’s frustrating when deliveries don’t go as planned, and we do endeavour to carry stock for all of our products. I am sorry that this has not been the case in this instance.
We value your preference for companies that maintain stock, and we'll take your comments to heart to improve our service. If there’s anything more we can do for you, please let us know.
Regards,
Joanna
Our courier offers an industry-standard kerbside pallet delivery service, and they are not insured to come onto or into the property. We cannot, therefore, ask them to deliver anywhere other than to the kerbside, or to the nearest accessible place to the property. We can offer an assisted delivery service, but this will incur an additional cost, as we would have to employ an alternative courier with the insurance to deliver onto your property and to handball the goods from their vehicle. We are very sorry, however, for any frustration that this has caused, and that we have been unable to meet your expectations in this instance.
Regards,
Joanna
“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
