“Broken on arrival, cant take photo of damage before removing off crate as pink cone suggests becauese you cant see through the 3meter cling film provided. Cant see broken tiles in a crate full of over 100 tiles, items delivered to side of road in 30 degrees heat over 100 tile to move upstairs, unpleasant driver drove off left delivery with a 15year old very dissapoint damaged tiles crate left out wet tile boxes so tiles had to be moved individually in some cases, waste of time even bothering to call and fix as pink cone suggests and will need to replace broken tiles spend more money, will use another company that take better care of how they make deliveries”
Hi Noriko.
Thank you for your review.
We are very sorry to hear that you were disappointed with your delivery experience and that some of your tiles arrived damaged. We appreciate you taking the time to share your feedback.
We understand that damage can sometimes only become apparent once the tiles are unpacked, especially with larger pallet deliveries. However, we would always encourage customers to contact us directly if any issues are found, as we are more than happy to arrange replacements for damaged tiles once we are made aware of the problem.
We are also sorry to hear your concerns regarding the delivery and driver experience, as this is not the level of service we aim to provide. Your comments have been passed on internally and to the delivery company for further review.
We apologise again for the inconvenience caused and appreciate your feedback.
Kind regards,
Walls and Floors.
“This was suppose to be the replacement as the original gold trim was damaged. Said they were sending it 15th May. It arrived 25th May.
What arrived it was wrong, they had sent black trim. Sent email, still no reply. Not happy…”
“The tiles are excellent quality, hence the 2 stars. However, the delivery process left much to be desired. The date I originally booked for my tiles to be delivered was moved as the tiles weren’t loaded onto the van. On the second attempt, the tiles were lost by the delivery partner and another set had to be shipped. The tiles were delivered on the third attempt. Thankfully I had ordered these in good time ahead of the job and would recommend you do the same to avoid any huge disasters. The customer service team were very responsive and worked to resolve the situation but as described it was a less than optimal experience.”
“Ordered these tiles, which were porcelain, only to be sent ceramic tiles of a similar design but not high gloss. To make matters worse, the tiles that were sent are not stocked by this company, so must have come from elsewhere. After querying the order, and with the telephone operator trying to convince us they were porcelain, she finally admitted they were ceramic and offered a full refund - which we have accepted. However, given that I'd had to unload them all from a pallet (courier wouldn't return them), it would have been nice to have been offered porcelain tiles at a similar price. The company later admitted their listing of the Cappella needed to be 'updated' and offered apologies.
Not a good experience!”
“Unfortunately the colour of the full size sample we received was very silver so did not match our existing tiles. The tile was also broken with two very large flakes of slate as shown in the photo. However it was very little money for the sample and free shipping.”
