“The website clearly states in the q and a section that every order has been checked at the warehouse and that matching batches are sent. This is not the case. Our recent order had tiles of completely different shades. We didn’t check them ourselves as we trusted the promise and additionally the number on the pack that says batch is not the batch apparently but the location in the warehouse and the batch number doesn’t say batch so it was very difficult to check this ourselves anyway. Our utility room now has varied shades and the only solution is to rip the tiles up and start again which would be disruptive and costly so I guess we’ll just have to live with it. We are so disappointed. The only positive was Joanna in customer services who dealt with our complaint very professionally and sympathetically. This is the second time we’ve used Tile Mountain but unfortunately we wouldn’t use them again or recommend them. I hope from now on that batches are checked properly at the warehouse - which seems a basic thing to do anyway - and that batch numbers are made really clear on the tile boxes so customers can double check the batch themselves.”
We are very sorry that this has happened and for any inconvenience and upset caused.
Whilst we do never knowingly send out mixed batches, we do pick our orders by hand, and so human error can occur. We do always advise checking the order over in full on receipt and prior to starting work to ensure that you have everything needed to complete your project, and it is the responsibility of the fitter to check batches prior to installation commencing.
That said, we appreciate that this has caused some inconvenience and so my colleague has already issued a full refund as a gesture of goodwill.
“The Tiles are of good quality however sometimes tiles are shown as being in stock and you place an order based on the info, but when it comes to delivery, this order is delayed due to tiles being out of stock. To get a refund, you have to travel to where you bought the tiles ( in my case to milton keynes) to be able to process the refund! Very anoying.”
“Tiles are wildly inconsistent. Different sizes, curved edges. The pre-cut gout lines aren't all in the middle of the tile. It's impossible to get anything like consistent grout lines. Absolute rubbish and a waste of money. If I wasn't under time pressure to get the job done I'd take them up again.”
“I received a batch of tiles with a printed error of a very dark line across most of the tiles. I understand these things happen and informed tile mountain. They have argued that it is a normal variation of the tile and not a printing error. They have argued the darker spot on the image on the website is the same as the dark lines shown in the images attached and made this whole process a lot harder than it needed to be. I will be returning the tiles and never ordering from tile mountain again for such poor customer service.”
“Ordered 50 slabs, Pretty much all of them were broken/chipped, most were on the underside so could be used. 11 out of 50 were unusable.
They were replace next day ( customer service was great)
Next day 5 out of 11 were chipped and unusable.
Which were replaced with 8 more next day delivery again.
Can’t fault the customer service.
The problem is the tiles aren’t packed adequately enough. They need either plastic or cardboard corner covers. This would solve the chipping issue
Tiles looked good when finished. (See pic)”
Thank you for sharing your feedback following your recent order. We are sorry to hear that you recieved damage to your order, our warehouse team attempt to wrap the goods to ensure safe transit and we are sorry this was not effective on this occasion. If we can assist further please contact us on 01782223822 or via email on customer.service@tilemountain.co.uk
