“Tiles ok although website specifies thickness as 9.5mm and it says 9mm on the box.
Delivery was a whole day late, there was no communication so I waisted all day waiting. Not impressed especially that I scheduled 2 weeks in advance.”
We apologise for any discrepancy in tile thickness - please be aware, however, that the tiles can vary in thickness slightly due to how they are made, and this should not cause any problems, provided the tiles are installed correctly.
It’s also disappointing to hear about the delays with your delivery; we strive for prompt communication and delivery, and we’re sorry this fell short in your case. A refund of £30 has been processed to apologise further for this.
Thank you for your feedback.
Regards,
Joanna
“Nice tiles, unfortunately the person that calculated the amount of tiles and borders miscalculated and was left 5 boarders short, was given a date for delivery which was then put back by a week.
Ordered 5 more boader tiles for exactly the same to happen given a delivery date to turn intoa week late again.
Just told sorry out of stock nothing we can do .
Going forward would rather use a company that carries stock”
We appreciate your feedback, and we're truly sorry to hear about your experience with the border tiles. It’s frustrating when deliveries don’t go as planned, and we do endeavour to carry stock for all of our products. I am sorry that this has not been the case in this instance.
We value your preference for companies that maintain stock, and we'll take your comments to heart to improve our service. If there’s anything more we can do for you, please let us know.
Regards,
Joanna
Our courier offers an industry-standard kerbside pallet delivery service, and they are not insured to come onto or into the property. We cannot, therefore, ask them to deliver anywhere other than to the kerbside, or to the nearest accessible place to the property. We can offer an assisted delivery service, but this will incur an additional cost, as we would have to employ an alternative courier with the insurance to deliver onto your property and to handball the goods from their vehicle. We are very sorry, however, for any frustration that this has caused, and that we have been unable to meet your expectations in this instance.
Regards,
Joanna
“Tiles were sent late, arrived 4(!!!) days after they were supposed to, then discovered that several boxes worth were broken, which you couldn't see until you opened the box, but is abolutely no wonder, since they are shipped on their sides with absolutely 0 cushioning, and then thrown into the back of a truck with nothing to stop them rattling about. Didn't notice the damage until halfway through the tile job, so had to go out and buy something else to be able to finish, to then be told not only might I not get any refund, because I didn't fill out their claim form within 5 days of delivery (even though I emailed them about the damage within that time), but apparently they will only refund you 50% of the price of the broken tiles? In what world does that make sense? Absolutely horrible company, and this will be the last time I ever buy from them - and to anyone thinking about it - stay away!!”
Thank you for sharing your experience. We're truly sorry to hear about the delay in delivery and the issues with broken tiles upon arrival. It’s certainly not the standard we aim for, and we appreciate you bringing this to our attention.
We understand how frustrating it must have been to discover damage mid-project, and we apologise for any inconvenience this has caused. Your feedback regarding the packaging and cushioning will be taken seriously as we strive to improve our shipping process.
We have contacted you personally to resolve this for you.
Regards,
Joanna
We are very sorry to see that we have not yet been able to issue replacements for the damaged tiles.
We have been discussing the damages with you over email and have been awaiting the batch information in order to replace the tiles for you with tiles from the same batch, but we do not seem to have received that, I'm sorry.
To prevent any further delays, I have issued the replacements for you and you will receive an email confirming this shortly.
We are very sorry again for any inconvenience that this has caused.
Regards,
Joanna
We're sorry to hear that you had such a disappointing experience with our Metro Wall Gloss Cream Metro Tiles. We strive to ensure our products meet the highest standards, and it's frustrating to learn that you didn't have a positive outcome.
We do not appear to have received your email, I'm sorry - we have, however, now refunded the order in full for you to apologise further.
Your feedback is invaluable as we aim to improve our service.
Regards,
Joanna
“Tiles ordered with a confirmed delivery for Tuesday - Tuesday no delivery - phoned up late afternoon and told that the courier had "just" advised that it wont be delivered- re arranged my day and agreed
on Wednesday afternoon delivery between 1pm - 6pm- By 3.00pm Wednesday no confirmation of delivery called Tile Mountain and advise its on the vechicle and I would get a text or call when 2 hours away. 4.00pm Called again as no text or call - again assured that it will be delivered any time up to 6.00pm - advised Tile Mountain staff leave at 5.00pm. Again no delivery- Called again Thursday morning 8.30am when customer service opened. Explained I had tile fitter on site ( did mention this on Wednesday and was assured delivery would be Wednesday) waiting for tiles- advised delivery would be between 10 - midday - eventually got delivery at 11.15am. I would not use Tie Mountain again, just thorugh the very poor delivery service - appreciate that "things" happen - but to be told several times that I would get delivery on Wednesday and then not to receive items is not acceptable at expense to me having a fitter on site waiting for tiles.”
Thank you for taking the time to share your experience. We're truly sorry to hear about the delays you encountered with your delivery. We understand how frustrating it can be, especially when you have a fitter waiting on site.
While we do our best to coordinate with our courier service, and do expect them to keep us updated and provide accurate information, we recognise that communication has fallen short in this instance. Your feedback will certainly help us improve this aspect of our service moving forward, and we will be discussing this further with the courier.
If there's anything more we can assist you with, please don’t hesitate to reach out. We appreciate your understanding and hope we can provide a better experience in the future.
Regards,
Joanna
We appreciate your feedback, and we’re sorry to hear about your disappointment regarding our return policy.
Our aim is to ensure customer satisfaction, and we understand that return policies can sometimes feel rigid. We are, unfortunately, unable to accept the return of leftover tiles as we move through batches very quickly, and so are unable to resell them.
Our returns policy is available on our website for customers to view prior to ordering.
If there's anything else we can assist you with or if you have further questions, please don’t hesitate to reach out.
Regards,
Joanna
