We are sorry to see that your order has not been delivered on time as expected.
This is being looked into with the courier, but in the meantime, we have issued a full replacement and a full refund to apologise further for the inconvenience that this has caused.
We will all reach out to you personally to discuss this further.
Kind regards
Joanna
We are sorry to see that your order was delayed in transit. Whilst delays can, unfortunately, happen, we appreciate that this has caused you some inconvenience, and this is never something that we would want. We have issued a partial goodwill refund on your order to apologise further for this, and can see that we have also dealt with the damaged items.
We are very sorry again for any inconvenience caused, and that our usual service standards were not met in this instance.
Kind regards
Joanna
“I ordered a batch of 50, they arrived with little to no protection in the box and 10 were badly damaged. After reporting this I was told that maybe I could use these as offcuts. I needed 50 perfect tiles, that is what I paid for. They replaced the 10 with another but sadly they were just as damaged. I gave up after that and went elsewhere who delivered exactly what I needed and in perfect condition!”
“Bought to match the Carrara wall time, unfortunately it was a different shade so had to be returned. Tile Mountain would not allow me to return to the store and insisted I return them by courier at my expense to their warehouse. Still awaiting any communication or refund despite courier confirming delivery.”
We understand your frustration with the recent experience you had with our company. We sincerely apologise for the inconvenience caused by this, and strive to provide our customers with a positive experience. It is disappointing to hear that we fell short of your expectations.
We are committed to addressing your concerns and improving our services. We will investigate the issues you raised regarding the return process, the delivery of the wall tiles, and the refund delay. We value your feedback and will use it to learn and grow as a company.
Kind regards
Joanna
“Although I was pleased with the tiles. They were delivered on a pallet wrapped in cellophane. The driver would not wait for us to check them and once we started putting them up were very disappointed to find that nearly every tile in one box had the corner broken off in the same place, which meant we had to purchase another box. Overall a disappointing experience.”
We are sorry to see that you have received some damage to your order.
The drivers are unable to wait whilst the orders are checked; however, we do give customers 48 hours to notify us of any damage, and are always happy to issue replacements or a refund for any damages when notified within this timeframe.
We have reached out to discuss this further with you.
Kind regards,
Joanna
We are sorry to see that you are unhappy with our returns policy.
We are unable to accept the return of grouts, adhesives, etc, as these are perishable items. We do detail this in our returns policy, which is available to view online. We appreciate, however, that you are unhappy, and this is never something that we would want, so we will reach out to you directly to resolve this with you.
Kind regards
Joanna
We are very sorry to see that you are unhappy with the delivery service we offer. We would never want this ot be the case.
This has been fed back to the courier, and in order to apologise further we have issued a refund of the delivery fee.
If you wish to discuss this further please give us a call on 01782 223822 or email us at customer.service@tilemountain.co.uk
We are very sorry to see that you are unhappy with the delivery service we offer. We would never want this ot be the case.
This has been fed back to the courier, and in order to apologise further we have issued a refund of the delivery fee.
If you wish to discuss this further please give us a call on 01782 223822 or email us at customer.service@tilemountain.co.uk
