“Unfortunately bad review in regards to the Cheltenham branch in general. Tiles were defected initially so sent another so called checked batch. The returned tiles were re packed and sent again. We Returned them again…. Third delivery of which we were told were all individually checked, first tile same as before damaged and defected.
The tiles have now been sat here over a week after being told they would be collected and refunded next day. Still waiting!
Cheltenham branch won’t last long… couldn’t run a bath!!!!
Avoid and go elsewhere”
We are very sorry to see that you have experienced these problems - this is never something that we would want for our customers, so we have asked the store to contact you directly to resolve this with you.
Regards,
Joanna
“Tiles are beautiful however we purchased some tiles from walls and floors as well, was charged in total two separate delivery charges in excess of £50 to realise they both came from the same warehouse and were delivered together”
We are sorry for any confusion - while Walls and Floors is our sister company, we operate separately and so do not share a warehouse or stock. We do, however, use the same delivery company, though we have separate contracts, which is why both orders may have been delivered at the same time.
If there is anything we can do to assist further, please do not hesitate to get in touch directly.
Regards,
Joanna
“Searching and choosing Tiles was made easy and sample Tiles were a great help to choose the Tiles we decided to go with.
Dissapointed to fing 4 x broken Tiles when we got the chance to unpack them andcheck them, unfortunately they only give you 24 hours to report any damages whic made it impossible to report for us.
Based on this we will probably order elsewhere in the future.”
We're glad the process of selecting tiles was made easier with our samples. However, we sincerely apologise for the inconvenience you experienced with the broken tiles upon unpacking. We understand how frustrating that can be, especially with the time constraints on reporting damages.
Generally, we ask that damage is reported to us within 48 hours of delivery so that we can claim with our courier, though we do extend this claim period to 7 days in total - we appreciate that it can be difficult to check over the full order in some instances within this timeframe.
Your feedback is important to us, and we will certainly look into this matter to improve our policies. We have contacted you directly to see how we can assist to replace the damaged tiles.
Regards,
Joanna
“The size of the tiles is exactly what I was after, as is the pattern, it will look great once installed. The problem we had was that the tiles are very thin, so much so that when I had 11 of them delivered, 7 of them were cracked. To be fair, the replacements came in good time and were okay but the tiler is not impressed. You need to be careful picking them up as you can feel the flex.”
Thank you for your feedback, we're glad to hear you’re happy with the size and pattern of the tiles and that the replacements arrived promptly.
We're very sorry to hear about the damage during the initial delivery and the concerns raised by your tiler.
To help avoid any disappointment, we always recommend customers order a sample tile before placing a full order. This allows you to assess the thickness, finish, and overall suitability of the tile for your project in advance.
If you have any further concerns or need assistance, please don’t hesitate to reach out, we're here to help.
Kind regards,
Tamveel.
“As first time customer, I have had the worst time ever experience and I would never recommend tile mountain to anyone.
Late delivery
Delivery with broken tiles
Customer service not there to help you
Sorry word, they think solve the problem”
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your experience.
We understand how frustrating it must have been to face delivery delays and receive damaged items, especially as a first-time customer. Please accept our sincere apologies for the inconvenience caused.
We want to assure you that our team is already in contact with you to resolve this matter and ensure it’s put right as quickly as possible.
Kind regards,
Tamveel.
I am very sorry to see that you have experienced this issue.
We do always advise our customers to let us know of any problems so that we can help to resolve them.
We have not received any similar reports for this tile - however - I have contacted you via email to request a bit more information, as I would certainly want to look into this further for you.
Regards,
Joanna
We are sorry to see that you are unhappy with the tile.
If this is something that you wish to discuss with us, please contact us on 01782 223822 or at customer.service@tilemountain.co.uk
Regards,
Joanna
“Ordered floor and separate wall tiles , the wall tiles came after two weeks smashed to bits (was getting the bathroom fitted two days later, day before rang too say the floor tiles where out of stock (a month after ordering) & the toilet came damaged. Also after getting the floor tiles refunded the finance dept where closed on weekend so had to wait until the Monday for it to be processed.”
We are truly sorry to hear about the issues you've encountered with your order. It’s disappointing when things don't go as planned, especially when you're preparing for a renovation. We certainly understand how frustrating it can be dealing with damaged items and delays.
Please know that we’re here to help! If you’d like to reach out to our store team, they can assist you further regarding your refund and any other concerns. Your feedback is incredibly important to us, and we’re committed to resolving this for you.
Kind regards,
Joanna
