“Again Tile mountain adding stuff that's not needed and because we don't understand and trust the experts we order what's suggested only to be left out of pocket once again!!! Awful customer service”
Our website recommends products based on the information that the customer inputs - however, we are very sorry if this was not a suitable recommendation for your project.
We have contacted you personally to resolve this with you.
Kind regards,
Joanna
“Ordered my tiles from Tile Mountain, 6 packs of large tiles. They charge a 29.99 delivery charge, which is fair enough. We did the calculator for amount needed, so we thought we had enough for the job. But we were short. I phoned up to order just one box, the delivery charge they were quoting was again 29.99, the same as 6 boxes. I called them up, and apparently, in this day and age a grown, fit man, cannot lift one box of tiles, and that said box has to go on a pallet, so I had to pay the same amount for delivery as one box of tiles. I did call them to see what they could do, and was told that it was a set charge and that is the price. I had the same problem with some tiles I bought from Walls and Tiles for the same job, who use the same courier, and they had the foresight, to reduce the costs. Needless to say I will not be using this Company again for future work I have coming up.”
We are sorry to see that you are unhappy with our delivery service.
Anything weighing over 15kg does have to be sent on a pallet courier service, for health and safety and quality reasons. We pay around £50 per pallet per order, depending on the delivery location, and so do subsidise this cost as much as we can. We are unable, however, to reduce this any further, I'm sorry.
We will, however, take your feedback on board as we continually strive to improve the level of service we offer.
Regards,
Joanna
We are sorry to see that you are dissatisfied with your experience in our store. We have contacted the showroom and asked someone to contact you as soon as possible to resolve this with you.
Regards,
Joanna
“Tiles arrive outside my house on a pallet with one full pack shattered and after the tiler started work on my bathroom he proceeded to to find 2 more pack of tiles right chipped corners. Luckily I had already over ordered and the chipped one could be used a the edges.
The tiles that were usable look good and the fully Broken pack was replaced which is the reason I’m not leaving a 1 star review but have been devastated if I had ordered the recommend wastage and not been able to finish my shower”
We are very sorry to see that this has happened and for the inconvenience that this has caused.
We always encourage our customers to report any transit damage to us so that we can issue the necessary replacements. We can instead offer a 50% refund on the cost of the damaged items if they can be used for cuts, etc.
If you would like to report this to us, please send some images of the damage over to us and we can look into this further for you.
Regards
Joanna
We are sorry to see that your order has not been delivered on time as expected.
This is being looked into with the courier, but in the meantime, we have issued a full replacement and a full refund to apologise further for the inconvenience that this has caused.
We will all reach out to you personally to discuss this further.
Kind regards
Joanna
We are sorry to see that your order was delayed in transit. Whilst delays can, unfortunately, happen, we appreciate that this has caused you some inconvenience, and this is never something that we would want. We have issued a partial goodwill refund on your order to apologise further for this, and can see that we have also dealt with the damaged items.
We are very sorry again for any inconvenience caused, and that our usual service standards were not met in this instance.
Kind regards
Joanna
“I ordered a batch of 50, they arrived with little to no protection in the box and 10 were badly damaged. After reporting this I was told that maybe I could use these as offcuts. I needed 50 perfect tiles, that is what I paid for. They replaced the 10 with another but sadly they were just as damaged. I gave up after that and went elsewhere who delivered exactly what I needed and in perfect condition!”
“Bought to match the Carrara wall time, unfortunately it was a different shade so had to be returned. Tile Mountain would not allow me to return to the store and insisted I return them by courier at my expense to their warehouse. Still awaiting any communication or refund despite courier confirming delivery.”
We understand your frustration with the recent experience you had with our company. We sincerely apologise for the inconvenience caused by this, and strive to provide our customers with a positive experience. It is disappointing to hear that we fell short of your expectations.
We are committed to addressing your concerns and improving our services. We will investigate the issues you raised regarding the return process, the delivery of the wall tiles, and the refund delay. We value your feedback and will use it to learn and grow as a company.
Kind regards
Joanna
