We are very sorry to see that you have not received your samples.
Royal Mail has advised that the address on the orders is incorrect and that the samples are being returned to us. We are sorry, however, if you were unaware of this until now.
I have contacted you personally to resolve this with you.
Kind regards,
Joanna
We are truly sorry to hear about the issues you've faced with the tiles.
It’s disappointing to learn that the tiles were damaged upon arrival and that you've had a challenging installation experience. Your feedback is important to us, and we will use it to improve our quality checks and shipping processes to prevent this from happening in the future.
Please do not hesitate to reach out to us directly so we can assist you further.
Kind regards,
Joanna
We appreciate your feedback.
Our cut size samples are cut and selected at random, so with our marble-effect tiles we cannot guarantee sending out a sample showing any particular part of the marbling, I'm sorry.
In this instance, we would advise ordering full-size samples, which can be done online or over the phone by calling 01782 223822, to show the full effect of the veining. For full-size samples, there would be a small charge for the tile but you will not be charged for delivery.
If there is anything more that we can do to assist, please do let us know.
Regards,
Joanna
“Tile mountain said we required far too much of this from the measurements we input. And because you can't send it back we feel its a complete rip off as we're left with excess which isn't cheap!!!”
Our website recommends products based on the information that the customer inputs - however, we are very sorry if this was not a suitable recommendation for your project.
We have contacted you personally to resolve this with you.
Kind regards,
Joanna
“Again Tile mountain adding stuff that's not needed and because we don't understand and trust the experts we order what's suggested only to be left out of pocket once again!!! Awful customer service”
Our website recommends products based on the information that the customer inputs - however, we are very sorry if this was not a suitable recommendation for your project.
We have contacted you personally to resolve this with you.
Kind regards,
Joanna
“Ordered my tiles from Tile Mountain, 6 packs of large tiles. They charge a 29.99 delivery charge, which is fair enough. We did the calculator for amount needed, so we thought we had enough for the job. But we were short. I phoned up to order just one box, the delivery charge they were quoting was again 29.99, the same as 6 boxes. I called them up, and apparently, in this day and age a grown, fit man, cannot lift one box of tiles, and that said box has to go on a pallet, so I had to pay the same amount for delivery as one box of tiles. I did call them to see what they could do, and was told that it was a set charge and that is the price. I had the same problem with some tiles I bought from Walls and Tiles for the same job, who use the same courier, and they had the foresight, to reduce the costs. Needless to say I will not be using this Company again for future work I have coming up.”
We are sorry to see that you are unhappy with our delivery service.
Anything weighing over 15kg does have to be sent on a pallet courier service, for health and safety and quality reasons. We pay around £50 per pallet per order, depending on the delivery location, and so do subsidise this cost as much as we can. We are unable, however, to reduce this any further, I'm sorry.
We will, however, take your feedback on board as we continually strive to improve the level of service we offer.
Regards,
Joanna
We are sorry to see that you are dissatisfied with your experience in our store. We have contacted the showroom and asked someone to contact you as soon as possible to resolve this with you.
Regards,
Joanna
“Tiles arrive outside my house on a pallet with one full pack shattered and after the tiler started work on my bathroom he proceeded to to find 2 more pack of tiles right chipped corners. Luckily I had already over ordered and the chipped one could be used a the edges.
The tiles that were usable look good and the fully Broken pack was replaced which is the reason I’m not leaving a 1 star review but have been devastated if I had ordered the recommend wastage and not been able to finish my shower”
We are very sorry to see that this has happened and for the inconvenience that this has caused.
We always encourage our customers to report any transit damage to us so that we can issue the necessary replacements. We can instead offer a 50% refund on the cost of the damaged items if they can be used for cuts, etc.
If you would like to report this to us, please send some images of the damage over to us and we can look into this further for you.
Regards
Joanna
