“Dear Tile Mountain Customer Services,
I am writing to make a formal complaint about the way my recent order has been handled and, in particular, the extremely disappointing customer service I have received.
I placed my first online order for tiles on 3 September 2026, for approximately £88.79. The order number was 78588889, and everything went smoothly with this order. Because of this, I was happy to use Tile Mountain again when I needed additional tiles.
Unfortunately, my second order, 78607313-S1 and ,78588889, placed on 9 September 2026, has been a completely different experience.
I expected the tiles to arrive by Friday. However, when they did not arrive, I contacted your customer service team. I was told that the order was “stuck in the system.” I was assured that the problem would be resolved and that I would receive my tiles the following Monday.
The Monday came and went, but I still received nothing. I contacted customer services again on Tuesday because I was extremely disappointed. Once again, I was told that the order was stuck in your system. This was particularly frustrating because the payment had already been taken from my bank account.
I was then told that the member of staff had spoken to a manager and that, because of the inconvenience caused, the tiles would be provided free of charge and the delivery/transport would also be refunded. I was also told that my refund would be processed and would reach my account within 4–5 days.
However, I have still not received the refund.
What makes this situation even more disappointing is that on both occasions I specifically asked customer services to send me an email confirming what had been discussed and agreed. I never received any email or written confirmation.
I also feel that the way I was treated by your customer service team was dismissive and unacceptable. I contacted your team because I needed help resolving a problem that was caused by your own ordering system. Instead of the issue being properly dealt with the first time, I had to make repeated calls, explain the situation again and again, and chase an issue that should have been resolved by Tile Mountain.
I believe that, given the significant inconvenience, the repeated failures to resolve the problem, the lack of communication, and the way I was treated when I contacted customer services, I should receive the tiles and the delivery completely free of charge, as I was already promised by your customer-service representative after speaking with a manager.
I should not have to repeatedly chase Tile Mountain for something that your customer-service team had already agreed to provide.
I would therefore like you to:
Confirm what happened to order 78607313-S1 78588889, and why it became stuck in your system.
Confirm the status of the refund that I was promised.
Process any outstanding refund immediately and confirm the exact amount being refunded.
Confirm in writing that the tiles and delivery/transport will be provided free of charge, as promised by your customer-service team.
Explain why I was not sent the emails I specifically requested after both customer-service conversations.
Address my concerns regarding the dismissive way I was treated by your customer-service team.
Confirm what steps you will take to prevent another customer from experiencing the same problem.
I have been a very disappointed customer throughout this experience. After having a perfectly satisfactory first order , I am extremely unhappy with how my second order has been handled.
I trusted Tile Mountain enough to place a second order, and unfortunately that trust has been seriously damaged by this experience. I feel that I have been let down by both the handling of my order and the customer service I received when I tried to resolve the problem.
I therefore expect Tile Mountain to honour what I was promised and provide the tiles and delivery free of charge, as well as process any refund that was agreed.
I hope you will take this complaint seriously and resolve the matter promptly rather than requiring me to make further calls and chase your customer-service team again.
I look forward to receiving a written response confirming how you intend to resolve this matter.
Yours faithfully,
Franco”
Thank you for your feedback.
We’re sorry to hear about the issues you experienced with your second order, particularly the delays, lack of communication and the difficulty getting the refund resolved.
We appreciate you bringing this to our attention, and we’ll be reaching out to you directly to review the matter and work towards a resolution.
Kind regards,
Team Tile Mountain
“Excellent service from friendly and helpsul staff. Tiles were delivered well packaged. The overall effect of the tiles is attraxtive and cery pleasing”
