“We ordered the Maddox Grey tiles to have all through for our downstairs.
Only a couple of boxes of the grey arrived. The rest was light grey. Tile Mountain also sent different batches. I didn’t know this until dealing with Tile mountain but in order for it to look the same all through, you HAVE to have the same batch. Otherwise you risk the size and colour of your tiles being different.
Tile mountain KNOWINGLY sent us different batches. Different colour and different sized tiles. We trusted them and now we will not be able to fulfil our vision for our renovation. We can’t afford any changes so we will potentially have different colours and sizes when we wanted the same all through.
In communications with Tile mountain they talk in circles. This whole process has been stressful and honestly I’m at a loss at what to do next.”
We apologise for any errors that have occurred, we do not expect this to arise on an order.
On occasions where an error is made, we are happy to work towards a suitable resolution.
If you would like to discuss this further please contact us.
Regards
“The service at the mountain was good and the product arrived as promised.It was quick delivery as it may have been available in stock. The looks is nice and as I expected but the quality is poor as the tiles where not straight, it is warped and bow shaped in the middle. They don’t line up especially it layer in a brick pattern.I had to fit them because I had the contractors ready to fit or it will cost me delays money for the team. I had to make a decision to fit them in order to avoid delays and extra cost.
To be fair. I like the colour, the look.”
We are sorry to hear that you experienced some difficulty installing your tiles. We would always encourage customers to let us know of any concerns prior to installation, as we are generally unable to rectify any problems once the tiles have been installed.
Nevertheless, we are pleased to hear you are happy with the finished look now the tiles have been fitted.
“Not only did 24 tiles arrive broken but customer service did not seem to believe my photos of cracked tiles in their boxes they actually insisted ( 3 or 4 requests for more and more photos ) that I take them out of the boxes to photograph all 24… so dangerous as they are sharp porcelain. Obviously I cut myself to add to my already huge frustration.. unbelievable”
We apologise for the damage you have recieved to the order.
We aim to make our claims process as simple as possible and apologise that a suitable resolution was not reached sooner.
I can see this has now been solved; if we can assist further please contact us.
Kind Regards,
“Seriously disappointed with Tile Mountain, we were only able to get the free samples of tiles, made my order and they never fulfilled it, I was given delivery time slots day after day sometimes two slots in one day after I chased them which were all missed with no explanation as to why, even now. Eventually got a full refund but had to call up and chase that too. This failure pushed back our bathroom refit a week, that’s a week of extra traveling for showers that with a family of two kids. I thought I was scammed which really worried me as I didn’t pay with my credit card.”
Thank you for your feedback. We are sorry to hear you are unhappy with the service you have recieved.
We offer both free-cut and full-size samples on our website.
We aim to deliver on the day specified and apologise for any delays which were encountered.
I can see the order has now been refunded.
Regards,
“Nothing wrong with the tiles but I decided not to go with the edging and returned to store unopened and unused to be told they have a no returns policy. They should have big signs up saying this in store & on the website. Costly mistake will never use them again”
Here at Tile Mountain, we offer continual low prices and have a rapid stock turnover, and as such we are unable to accept returns of any leftover products or items that fall outside of full order cancellation.
If you wish to cancel the full order, you have the right to do this 14 days from the date that the order was delivered. If you would like to discuss this further with a member of the team please contact us.
