“I ordered my floor and kitchen tiles on the 3 January and agreed a delivery date of the 23 January. Thus delivery date was confirmed in the Tile Mountain email confirmation that I received on the 3 January. I rang Tile Mountain on the 23 January as I was getting concerned that as at 16.00 that afternoon I hadn’t received a delivery. I was informed that the delivery date had been moved to the 27 January which was fine without my knowledge and not acceptable as I’m not around on that day. I’ve now agreed a revised delivery date of the 30 January which is actually a better date as I’m having my kitchen fitted the week after and so the tiles won’t have to sit around for too long until they are laid.”
Thank you for taking the time to share your experience, and please accept our sincere apologies for the confusion around your delivery date.
You are absolutely right to expect that a confirmed delivery date is honoured or, at the very least, that any changes are clearly communicated in advance. We’re very sorry that this did not happen on this occasion and understand how frustrating this must have been.
We’re pleased that a revised delivery date of the 30th January has now been agreed and that this works better with your kitchen fitting schedule. However, we fully acknowledge that the situation could and should have been handled more smoothly, and we appreciate your patience while it was resolved.
Best wishes,
Tile Mountain
“There were multiple tiles that were cracked so had to order more. Got my bathroom done about a week after delivery and because you have to claim damage within 24 hours I wasn’t able to get a refund. Apart from that tiles were nice.”
We are very sorry to see that you have received some damage to your order.
I have asked the showroom to contact you as a matter of urgency to resolve this with you.
Best wishes,
Tile Mountain
“The product and delivery were efficient enough but this company felt cold and are a reflection of modern ‘the business is always right’ culture.
The customer service responses felt tied up with robust contractural defences of themselves and their delivery partners.”
We do always try to keep our customers as informed as possible on their deliveries. I’m really sorry, however, to hear that the service felt cold and that you felt the culture didn’t reflect good customer care. That isn’t what we aim for, and I appreciate you flagging it.
If there’s anything we can do to make this right or help with any current issues, please contact us on 01782 223822 or at customer.service@tilemountain.co.uk.
Best wishes,
Tile Mountain
“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
