“Ordered a lot of samples to see what would suit different rooms as we are looking to tile 5 rooms in a wood effect porcelain tile, samples arrived really quick but without any information on them and because they we small it was impossible to match to website pictures,I contacted customer service and they asked me to email them,I did with the order and SKU numbers but haven't heard anything for over a week so not happy so far keep you posted on how this turns out.martin”
I am very sorry to see that this has happened.
I am looking into this as a matter of urgency and we will be in touch as soon as possible.
Regards,
Joanna
“Please don't ask immediately after the sale for a review.
All you have done is sell me the tiles.
I will give a review after the tiles have been laid, not before.”
I am very sorry to see that the spacers were missing from your order.
I have asked the showroom to contact you as soon as possible to have these replaced or refunded, whichever you prefer.
Regards,
Joanna
“The tiles were just right and the service was efficient. However, I had a whole box of tiles left over and my builder and I were surprised that it is your policy not to allow returns.”
I am sorry to see that you are unhappy with our returns policy.
Generally, we are unable to accept the return of unused boxes as we can move through batches very quickly.
I have, however, asked the store to contact you to discuss this further with you.
Regards,
Joanna
“I ordered some tile slabs and brush in grout, was told that they would be ready for collection on thursday, Went in on thursdy late afternoon to pick them up, the tile slabs were there but no grout, the shop had forgot to order the grout, I was then told that they would free deliver it on the friday morning. I called the shop on friday afternoon as i hadnt received the delivery, i was told that the grout would still be delivered on the friday, the grout eventually turned up on the saturday morning. Poor Service (Forgetting to order the grout and arranging to deliver it and didnt turn up when promised).”
I am very sorry to see that this has happened and for any inconvenience that this has caused.
I have asked the showroom to contact you as soon as possible to resolve this with you.
Regards,
Joanna
I am very sorry to see that your chosen tile is out of stock and has been discontinued.
If you require any assistance looking for something similar, please do not hesitate to let us know.
Regards,
Joanna
I am very sorry to see that your sample order has not yet been delivered.
We expect our courier to notify us of any delays, and apologise again that we were not made aware of this until now.
I have contacted you personally to confirm your address details so that we can fix this issue for you.
Regards,
Joanna
“Tiles arrived on pallet, two days before tiler, could not open the pallet up as it was outside and the tiles were completely dry. The tiler went through the tiles to find a number of them cracked, hence rendered unusable.
Tile Mountain wanted the tiles checked with 24hrs which is understandable but totally practical for my purposes. Poor show on how many were cracked and I did over order, just as well. Don’t know if I would order from them again as I I am now onto next year tiling project.”
We're really sorry to hear about the issues you faced with your tiles. It's disappointing to learn that some arrived cracked, making them unusable for your project. We understand the importance of quality and timely delivery, and we appreciate your feedback regarding the inspection window. We do, however, ask for tiles to be checked within this period so that we can claim for those with our courier, but most importantly, so that we can ensure we are sending the required batch out to you.
We never want to leave a customer feeling unhappy, and do always want to do what we can to assist, so I have contacted you personally to resolve this with you.
Regards,
Joanna
