“My tiles were due to arrive on 20th of December, I was advised on the day that there was a delay and tiles would be delivered on 21st of December. On the days following a chaser I was advised that the tiles had been damaged and would not be able to be delivered until 28th! No offer of compensation or gesture of good will just an apology and offer to cancel my order. Didn't feel valued as a customer. Very poor service”
We apologise that the delivery did not arrive with you on the day specified and the goods were damaged.
I can see that you have now spoken with our logistics team and this has been resolved.
If we can assist further please contact us.
Regards,
“Don't buy these tiles. There is very little in the way of marble on these tiles. They look almost white with the odd grey smudge here and there. I contacted tile mountain to say I was not happy that they did not match the picture on the site. And I was told the picture is computer generated. So not a true match to what you get in the box. I don't know how they get away with that. We have rights about misrepresentation don't we.”
Thank you for your feedback on this product.
We always recommend our customers order a sample prior to placing a full order to ensure they are happy with the tiles. We understand that there are occasions when customers may have a change of choice, when this does occur we are able to accept returns on full orders.
If we can assist further please contact us.
Regards,
“It is standard practice for trade companies to accept unopened boxes of product but Tile Mountain do not do this. This is quite an important piece of information that should be made clear on the site without having to dig through the site to get to the page.
I ordered an extra pack just in case any tiles were broken as I had booked the tiler for a specific day, if the tiler had to come back as there weren't enough tiles, it would have cost me a fortune.
Popping over to B&Q/ Wickes wasn't an option as it's not like buying some screws.
Disappointed this company is not upfront and transparent before orders are made.”
We apologise you are unhappy with your experience.
Our returns policy listed online confirms we do not accept any leftover products or items that fall outside of a full order cancellation.
We would always recommend keeping a box of spare tiles should this be needed for any replacements in the future.
Regards
“Tiles delivered on time but out of 117 tiles 27 were broken , when I complained I was offered a 50% discount I originally paid £299.91 but somehow that 50% turned into Just £34.61p when I complained I got no where, I can't even work out what they have given me 50% of I won't be using them again they are not interested in customer satisfaction. I tried to upload pics of breakages but only allowed 4 out of 8 pics that I had.once you've paid they are not interested in you any more Very bad company.”
Thank you for your feedback.
We apologise for the damage you received to the tiles we package the goods to avoid damage however are always happy to replace any damage you do receive. If the tiles are able to be used for cuts we can offer a 50% refund on the damaged amount.
If we can assist further please contact us.
Regards,
“I had almost two boxes with cracked tiles.
They say to check over all the deliveries before accepting the delivery. But the driver dropped it off in the middle of the road. And left. All he did was take a picture of the stuff on the ground. Very appalling service. Had to pay the tiler an extra days work as having to get him back for the other tiles and even then found more craked tiles. Should have paid extra and gone with tops tiles or even wickes.”
We apologise for the damage you have received.
We aim to package the products to avoid damage in transit.
I can see a replacement order was issued and received however further damage was not reported.
The delivery service our courier offers is the industry standard Kerbside service as the drivers are not insured to enter any private property. Where this is not suitable, we can look into an assisted delivery service for a customer if required for an additional fee.
If we can assist further please contact us.
Regards
“I've fitted a few floors before with laminate but the size and weight of these makes them so difficult to fit together over a 3-4m distance. Probably going to need to give up and get a pro in to take over because I'm broken.”
Thank you for your feedback regarding the product you have received.
We would recommend following the manufacturer's instructions when completing the installation.
Our team are happy to assist with any queries you may have regarding this.
If we can assist please contact us.
Regards,
