“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
I’m sorry to see that you are unhappy with our returns policy.
Generally, we are unable to accept a return of leftover product because we can move through batches very quickly and are often unable to resell any returned packs. We are also unable to accept a return outside of the statutory 28 day returns period.
However, should you want to place a future order with us, please contact us on 01782 223822 or at customer.service@tilemountain.co.uk, and we will see what we can offer on that as a gesture of goodwill.
Regards,
Joanna
“Received an email regarding this purchase. Deleted it as I hadn't made the order. Assumed it was spam.
Now I have received an email to review the purchase I've made. So here's my review
Who tf has made the mistake of attaching my details to someone else's order??
If the system is this shoddy, I wonder who else has my details...”
I am very sorry to see that you are unhappy with the service received in store. This is never something that we would want for our customers, so have passed this over to the showroom manager. They will be in contact to resolve this with you.
Regards,
Joanna
“Tiles were lovely, apart from the glue that covered them that the tiler found very difficult to remove (he complained directly to the tile manufacturers about this though).
Customer service good, but we were never, at any point told that you cannot return unused, unopened boxes like you can a lot of other places. Tiler overestimated and we now have 3 full boxes. Would be helpful if we knew this before ordering.”
I am very sorry to see that you have experienced some difficulties with your tiles, and are disappointed with the service in store.
I have asked the showroom to contact you personally to resolve this with you.
Regards,
Joanna
