“If I could give zero stars, I would. This has been one of the worst customer experiences I’ve had in a very long time. From the very beginning there were stock issues and a complete lack of communication. Customer service at Wall and Floors has been unhelpful throughout, citing 'problems with supplier'.
On the day of delivery, I was given a slot between 15:03 and 17:03, yet the order didn’t arrive until 20:30, with no contact or update from the driver at any point. To make matters worse, when it finally did arrive, all three panels were damaged.
I will be contacting them to report everything and give them the opportunity to resolve this, but based on how poorly things have been handled so far, I have little confidence. I would strongly caution others against using this company. However, I will give thanks to Tile Mountain Swindon who intervened to get the delivery to me after Wall and Floors were useless...”
Good Morning,
Thank you for taking the time to leave us a review.
I am very sorry to hear about the issues you experienced. I completely understand how disappointing this must have been for you, and I want to reassure you that this does not reflect the standard of service we aim to provide.
I can see that the matter has now been resolved, but should you need any further assistance, please do not hesitate to get in touch with us.
Kind regards,
Walls and Floors
“I was given the company’s number and wasn’t aware that the tiles were a drop off service, bloody nuisance on the pavement, it was stressful getting them upstairs, think you should consider telling clients and possibly offering some extra charge to be carried…..really wasn’t happy at all with service to be quite frank!”
Hi Enca,
Thank you for your feedback.
We’re really sorry to hear that the delivery caused you stress. Our deliveries are carried out by a third-party courier, and for insurance reasons, their service is limited to kerbside drop-off only. This is stated at checkout and confirmed in the order confirmation, but we understand it may still have been unexpected or inconvenient for you.
We appreciate your suggestion about offering an optional carry-in service. While our current couriers aren’t insured to do this, we’ll take your comments on board as we look into ways to improve our service.
Thank you again for your feedback; it really helps us to refine our customer experience.
Best regards,
Walls and Floors
Good morning Adrian,
Thank you for taking the time to leave a review.
As this sample was ordered over the bank holiday, this caused a delay to dispatch. I can confirm, however, that this was dispatched yesterday and your sample is due for delivery today.
Should you not receive this, please let us know.
Kind regards,
Lucy | Customer Service Advisor
“Had to ring as order was missing, very helpful staff. Not happy as had to wait another 2 days for glue.
However would not stop me ordering again or recommending.”
Good morning Leah,
Thank you for taking the time to leave a review.
I'm really sorry to hear that there was an issue with the delivery of your adhesive but I'm glad that we were able to sort this for you.
Should you require anything further, please do not hesitate to reach out.
Kind regards,
Lucy | Customer Service Advisor
“No communication whatsoever from company! Did not tell me there was a delay, only found up when I rang to check. Ordered in July. Finally delivered, by a company who did not care. All of my order damaged. I certainly would not recommend or go back.”
