“I had three orders from Tile Mountain and on each occasion I had to meet the driver of a 7.5 tonne lorry half a mile from my house as it was too big to get under the railway bridge and round some tight bends. This was despite ticking the box on the order form indicating there were narrow lanes so a smaller vehicle was recommended. This message did not get through to the delivery company - even after the first delivery attempt. I had to take the tiles off the pallet and put them in the boot of my car, drive to my house, unload them, and then repeat as the load was too heavy for one journey. I had paid around £40 for delivery - that is not what I call delivery.
Also, read the small print about returns - that comes at a cost to the customer.
I shall not use Tile Mountain again.”
We are very sorry for any inconvenience that this has caused.
Our courier delivers on an 18-tonne vehicle as standard. Their smaller vehicles are 7.5-tonne lorries, and the depots are, unfortunately, not contracted to have any smaller vehicles in their fleet as they are purely a pallet courier service and need the larger vehicles to accommodate the weight of the weight of the goods they carry. We are able to look at assisted deliveries on specialist vehicles; however, as this is not the industry-standard, this would incur extra delivery costs, and we do understand the frustration this can cause.
We generally are unable to accept returns of left-over stock due to how quickly we can move through batches - this often means that we cannot resell any returned stock. This information is available to view online prior to ordering, but we are sorry, however, if you were unaware of this until now.
I have contacted you personally to resolve this with you.
Regards,
Joanna
