“I purchased the Tiles their agreement is if the tiles are broken when delivered on the date inform them ASAP, which I did… they replied I shall send you email claim form which I never received two weeks down the road, giving me lots of rubbish about did you check your spam well of course, but nothing there… I sent them an email. Could you send me evidence that you did send the claim form by email because it should have the date and time. so no don’t recommend them at all unless they can solve it and hear from them would be nice .
Suffolk Paul.”
We apologise that you have received damage to the order and for any difficulties when reporting damage. We package the goods to ensure safe transit however understand damage can occur and we are happy to replace them if notified within the claimable period.
I can see that you have contacted our customer service team and we are currently awaiting images in order to issue replacements.
If we can assist further please contact us.
Regards,
“To be fair - I cannot say any more other than I have still not received my sample tile. It was supposed to be next day delivery and 3 weeks later still no sign of it. No response to my email so had to ring them to find out if it was ever going to be arriving. If it wasn't for the fact that I had paid for this sample and the lady at the office said it would be delivered today - I would have given up. Didn't turn up today so not impressed”
We apologise for any delays experienced in receiving your sample tiles.
We always send our sample tiles on a next-day service and, if notified of any delays, are always happy to chase this up for you and replace them if necessary.
We have now chased the whereabouts of the sample and have asked for a member of the team to update you regarding the arrival.
If we can assist further please contact us.
Regards
Grant
Tile Mountain
“The sample I liked didn't match the colour of what arrived. The sample was more of an oatmeal cream where the tiles that turned up were more yellowy cream. Customer services email said I had to arrange and pay for collection to return them. Tried the live chat and the person on there called Grant really helped me and organised the collection for me and I didn't have to pay for it. I haven't received my refund yet but fingers crossed it do!”
We apologise for any confusion regarding the shading of the product and the sample you received.
I can see you discussed this with our customer service team and the goods have been collected for a full refund.
If we can assist further please contact us.
Regards,
We apologise that the samples did not arrive with you.
We dispatch our samples via the postal service and are happy to investigate once reported to us if they have not arrived.
I have looked into this further and can see that this was reported to us and a replacement has been issued.
If we can assist further please contact us.
Regards,
“My tiles were due to arrive on 20th of December, I was advised on the day that there was a delay and tiles would be delivered on 21st of December. On the days following a chaser I was advised that the tiles had been damaged and would not be able to be delivered until 28th! No offer of compensation or gesture of good will just an apology and offer to cancel my order. Didn't feel valued as a customer. Very poor service”
We apologise that the delivery did not arrive with you on the day specified and the goods were damaged.
I can see that you have now spoken with our logistics team and this has been resolved.
If we can assist further please contact us.
Regards,
“Don't buy these tiles. There is very little in the way of marble on these tiles. They look almost white with the odd grey smudge here and there. I contacted tile mountain to say I was not happy that they did not match the picture on the site. And I was told the picture is computer generated. So not a true match to what you get in the box. I don't know how they get away with that. We have rights about misrepresentation don't we.”
Thank you for your feedback on this product.
We always recommend our customers order a sample prior to placing a full order to ensure they are happy with the tiles. We understand that there are occasions when customers may have a change of choice, when this does occur we are able to accept returns on full orders.
If we can assist further please contact us.
Regards,
