We appreciate your feedback, and we’re sorry to hear about your disappointment regarding our return policy.
Our aim is to ensure customer satisfaction, and we understand that return policies can sometimes feel rigid. We are, unfortunately, unable to accept the return of leftover tiles as we move through batches very quickly, and so are unable to resell them.
Our returns policy is available on our website for customers to view prior to ordering.
If there's anything else we can assist you with or if you have further questions, please don’t hesitate to reach out.
Regards,
Joanna
“Unfortunately the sample came broken but they were good and gave a full refund. Sadly the tile wasn’t what we were after in the end so nothing lost. Great service from TileMountain though”
“I ordered 20 x tiles which came in 5 packs of 4. When installing the tiles some were noticeably beige and not grey. The batch numbers matched but there were a mixture of the two colours in each 4 pack. I really rate the tile as exactly what was needed and thankfully Tile Mountain acknowledged the issue and sent a repat order which arrived just over 12 hours later and allowed the tiler to finish the job in the allocated time. Apart from the hicup I can only praise Tile Mountain for their excellent resolution.”
Thank you for your review. We’re pleased to hear that you rated the City Stone Grey tiles highly and that our team was able to promptly address the issue with your order. We understand how frustrating it can be when things like this happy, and we appreciate your understanding as we worked to resolve this. We apologise, however, for any inconvenience that this has caused.
If you have any further concerns or need assistance, please don't hesitate to contact us. We're always here to help!
Kind regards,
Joanna
“The slabs on the whole were good, first order contained a few broken ones which were replaced quickly and no fuss. However when the replacements arrived they were broken too. The customer service was ok but not great”
Thank you for your feedback. We're glad to hear that the slabs themselves met your expectations, but we're truly sorry to learn about the issues you faced with breakages in your order. It’s disappointing when replacements also arrive damaged, and we appreciate your patience throughout this process.
In order to rectify this for you, we have issued a refund of the two replacement tiles back onto your original payment method. Please allow five working days for this to reach you.
We're always looking to improve our customer service, and your comments are valuable to us. If there's anything more we can do to assist or resolve this situation, please feel free to reach out to us directly at 01782 23822 or at customer.service@tilemountain.co.uk.
Kind regards,
Joanna
“hopefully nothing wrong with the tiles still haven’t unpacked.
How can you leave tiles outside property in my case outside block of flats without ringing the doorbell ?? or not asking to sign for delivery??? i don’t understand !! i waited between 8am and 9pm at home not even knowing my order was delivered!!! how can i be not disappointed!!! Please make sure you ring doorbell.”
We are very sorry for any inconvenience that this has caused, and have passed your comments over to our courier to ensure that this does not happen again.
If there is anything more that we can do to assist please do not hesitate to come back to us.
Regards,
Joanna
“Tiles look great however first courier that was assigned was useless was supposed to be delivered on Thursday that didn’t happen, then Friday and that never happened, Tile Mountain arranged another courier that did deliver the same day.
Tiles look great however 1/4 of the order had damaged corners / chips so you want to unpack the order and check every tile, make sure you do these at least a week before you need them.”
“Great looking tiles, beautiful colour. HOWEVER, if you are ordering these make sure you have a good amount of time between delivery and your bathroom fitter starting. I ordered over 50 tiles. 13 were broken. Service was good so they managed to send out another 13, of which 4 were broken! Then 4 more were sent out ... all 4 were broken!! Now awaiting the final 4! Morale of the story, tiles are great but ensure you have enough of a time between order and the date of your bathroom being built”
