“It is standard practice for trade companies to accept unopened boxes of product but Tile Mountain do not do this. This is quite an important piece of information that should be made clear on the site without having to dig through the site to get to the page.
I ordered an extra pack just in case any tiles were broken as I had booked the tiler for a specific day, if the tiler had to come back as there weren't enough tiles, it would have cost me a fortune.
Popping over to B&Q/ Wickes wasn't an option as it's not like buying some screws.
Disappointed this company is not upfront and transparent before orders are made.”
We apologise you are unhappy with your experience.
Our returns policy listed online confirms we do not accept any leftover products or items that fall outside of a full order cancellation.
We would always recommend keeping a box of spare tiles should this be needed for any replacements in the future.
Regards
“Tiles delivered on time but out of 117 tiles 27 were broken , when I complained I was offered a 50% discount I originally paid £299.91 but somehow that 50% turned into Just £34.61p when I complained I got no where, I can't even work out what they have given me 50% of I won't be using them again they are not interested in customer satisfaction. I tried to upload pics of breakages but only allowed 4 out of 8 pics that I had.once you've paid they are not interested in you any more Very bad company.”
Thank you for your feedback.
We apologise for the damage you received to the tiles we package the goods to avoid damage however are always happy to replace any damage you do receive. If the tiles are able to be used for cuts we can offer a 50% refund on the damaged amount.
If we can assist further please contact us.
Regards,
“I had almost two boxes with cracked tiles.
They say to check over all the deliveries before accepting the delivery. But the driver dropped it off in the middle of the road. And left. All he did was take a picture of the stuff on the ground. Very appalling service. Had to pay the tiler an extra days work as having to get him back for the other tiles and even then found more craked tiles. Should have paid extra and gone with tops tiles or even wickes.”
We apologise for the damage you have received.
We aim to package the products to avoid damage in transit.
I can see a replacement order was issued and received however further damage was not reported.
The delivery service our courier offers is the industry standard Kerbside service as the drivers are not insured to enter any private property. Where this is not suitable, we can look into an assisted delivery service for a customer if required for an additional fee.
If we can assist further please contact us.
Regards
“I've fitted a few floors before with laminate but the size and weight of these makes them so difficult to fit together over a 3-4m distance. Probably going to need to give up and get a pro in to take over because I'm broken.”
Thank you for your feedback regarding the product you have received.
We would recommend following the manufacturer's instructions when completing the installation.
Our team are happy to assist with any queries you may have regarding this.
If we can assist please contact us.
Regards,
“The tiles look good, and they are very cheap. However the quality, even for the cheap price is not great. Many tiles arrive broken (about 13 across approx 6 boxes). Also lots of tiles are slightly different sizes by a few mm, which makes it hard to have a neat uniform finish. Luckily my tiler was good and managed to cover the discrepancies with some good grouting skills so it didn't look too bad, but be warned, the tiles are noticeably different sizes.”
We are pleased to hear you are happy with the finished look now the tiles have been fitted.
We apologise that the tiles arrived damaged, I can see that these were replaced for you. We are confident with the quality of the tiles however would always encourage customers to let us know of any concerns prior to installation, as we are generally unable to rectify any problems once the tiles have been installed.
If we can assist further please contact us.
Regards,
“Dealing with this company is generally good. I ordered 17 boxes of tiles, and in talking to the company they were helpful with regards to the specs of the order. They were delivered on time. What is not so good is the delivery information and returns policy.
The tiles were arriving on a specified day but that is all you get. There is no indication if it is am or pm and so you have to take the whole day off. Having said this the couriers just dropped the tiles off without knocking at the door and so I could have gone to work. They are meant to let you know they have arrived. Where the tiles were left was most inconvenient and required that I moved them straight away. 17 boxes of 60x30 tiles would have been hard work for a fit young man. As a 66-year-old with a new hip, it was almost impossible and I had to phone my son to come over and help. My other criticism is that you are expected to check the boxes almost immediately for broken tiles. As my builder was not starting until the following week it might be at least 14 days before they are needed.”
Thank you for your feedback regarding your experience.
All deliveries are booked between 8am and 6pm.
We give our customers the opportunity to select a delivery date which is suitable for them at the checkout page,we aim to make our claims process as simple as possible and ask the goods are checked on delivery to ensure we can issue replacements promptly.
If we can assist further please contact us.
Regards,
“Great files but a lot of them was chipped. Connected Tile Mountain and evidently after many emails got some replacements. As I said the tiles look great worth the money.”
We are pleased to hear you are happy with the products you have received and apologise for the damage to the order.
We aim to make our claims process as simple as possible and are sorry if there were any delays in processing the replacements. I can see this has now been replaced.
If we can assist further please contact us.
Regards,
