“The tiles were great and I can’t complain about them at all. The only problem I have is the company I ordered them from. The first pallet I received looked like they had been left outside for a month the cardboard was disintegrating and I was told it was the couriers fault which is nonsense. As I was unloading them from the pallet I found a pack of broken tiles in the middle with fragile tape around it which was done pre shipping.
I then needed more tiles so I ordered and paid for next day delivery as my tiler was due to finish on a specific day. The tiles arrived on the last day of him completing the bathroom and they were a dark grey tile completely different, not even a mistake it was just carelessness.
Customer services sorted this for me don’t get me wrong. But the attitude that other people were always to blame and it wasn’t the companies fault made my overall experience with tile mountain very poor and in future I’ll be using another company.”
We are glad to hear that you are happy with the product you have received. We apologise for any issues which may have occurred during the delivery process.
We aim to package the tiles effectively to avoid damage and provide our customers with wrapping shots showing the order at dispatch.
I can see you have discussed this with our customer service team who resolved this for you.
If we can assist further please contact us.
Regards
“We ordered the Maddox Grey tiles to have all through for our downstairs.
Only a couple of boxes of the grey arrived. The rest was light grey. Tile Mountain also sent different batches. I didn’t know this until dealing with Tile mountain but in order for it to look the same all through, you HAVE to have the same batch. Otherwise you risk the size and colour of your tiles being different.
Tile mountain KNOWINGLY sent us different batches. Different colour and different sized tiles. We trusted them and now we will not be able to fulfil our vision for our renovation. We can’t afford any changes so we will potentially have different colours and sizes when we wanted the same all through.
In communications with Tile mountain they talk in circles. This whole process has been stressful and honestly I’m at a loss at what to do next.”
We apologise for any errors that have occurred, we do not expect this to arise on an order.
On occasions where an error is made, we are happy to work towards a suitable resolution.
If you would like to discuss this further please contact us.
Regards
“The service at the mountain was good and the product arrived as promised.It was quick delivery as it may have been available in stock. The looks is nice and as I expected but the quality is poor as the tiles where not straight, it is warped and bow shaped in the middle. They don’t line up especially it layer in a brick pattern.I had to fit them because I had the contractors ready to fit or it will cost me delays money for the team. I had to make a decision to fit them in order to avoid delays and extra cost.
To be fair. I like the colour, the look.”
We are sorry to hear that you experienced some difficulty installing your tiles. We 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.
Nevertheless, we are pleased to hear you are happy with the finished look now the tiles have been fitted.
“Not only did 24 tiles arrive broken but customer service did not seem to believe my photos of cracked tiles in their boxes they actually insisted ( 3 or 4 requests for more and more photos ) that I take them out of the boxes to photograph all 24… so dangerous as they are sharp porcelain. Obviously I cut myself to add to my already huge frustration.. unbelievable”
We apologise for the damage you have recieved to the order.
We aim to make our claims process as simple as possible and apologise that a suitable resolution was not reached sooner.
I can see this has now been solved; if we can assist further please contact us.
Kind Regards,
“Seriously disappointed with Tile Mountain, we were only able to get the free samples of tiles, made my order and they never fulfilled it, I was given delivery time slots day after day sometimes two slots in one day after I chased them which were all missed with no explanation as to why, even now. Eventually got a full refund but had to call up and chase that too. This failure pushed back our bathroom refit a week, that’s a week of extra traveling for showers that with a family of two kids. I thought I was scammed which really worried me as I didn’t pay with my credit card.”
Thank you for your feedback. We are sorry to hear you are unhappy with the service you have recieved.
We offer both free-cut and full-size samples on our website.
We aim to deliver on the day specified and apologise for any delays which were encountered.
I can see the order has now been refunded.
Regards,
