“Nice sales staff who were very helpful when I purchased tiles. The pallet of tiles arrived and were too heavy for me to physically check each tile. Tilers got down to last few boxes and one pack was wrong tiles also quite alot of tiles had corners chipped off. I phoned and said could they send correct box by next day delivery as the tilers were finishing following day. They refused to send next day and said they would arrive in three days time but in fact it got held up and took an extra day.
Luckily the tilers helped out and saved the day but it could have messed the entire job up.”
We are very sorry to see that you received damages to your order and an incorrect box of tiles.
We do ask that customers check their order over fully on receipt and to notify us of any issues as soon as possible so that we are able to rectify things with minimal disruption to their works. We appreciate, however, that, in this instance, you were unable to do so, and did still issue the required replacements for delivery as soon as possible. We are sorry, again, however, if this was not as swift as you would have liked. Our courier does not deliver over the weekend, unfortunately, so a next-day delivery is not always possible.
We are, however, very sorry for any inconvenience that this has caused, and hope that we get the opportunity to restore your faith in our service with a future order.
“Great product . Great value.
Delivery shocking. Driver was in a rush and ripped my gate off its hinges with his lorry. Unfortunately I had a plane to catch so was unable to contact you to complain”
We are very sorry to see that this has happened.
Our deliveries should be left at the kerbside, as our courier is not insured to come onto or into the property. We are sorry, however, if this is what happened on the day of the delivery.
We have passed your complaint over to our showroom, who will be in touch shortly to resolve this with you.
“The tiles are good however didn’t get great help in managing the delivery times. I was left at the delivery partners mercy to be contacted and be present at the time of delivery.”
We are sorry to see that you are unhappy with the delivery service provided.
As advised on checkout, the service offered is an all-day service; however, the courier should contact you on the day of delivery with a smaller time window. We are sorry, however, if this was not suitable for you.
If you wanted to discuss this any further, please do not hesitate to contact one of our customer service team on 01782 223822 or at customer.service@tilemountain.co.uk
“The website clearly states in the q and a section that every order has been checked at the warehouse and that matching batches are sent. This is not the case. Our recent order had tiles of completely different shades. We didn’t check them ourselves as we trusted the promise and additionally the number on the pack that says batch is not the batch apparently but the location in the warehouse and the batch number doesn’t say batch so it was very difficult to check this ourselves anyway. Our utility room now has varied shades and the only solution is to rip the tiles up and start again which would be disruptive and costly so I guess we’ll just have to live with it. We are so disappointed. The only positive was Joanna in customer services who dealt with our complaint very professionally and sympathetically. This is the second time we’ve used Tile Mountain but unfortunately we wouldn’t use them again or recommend them. I hope from now on that batches are checked properly at the warehouse - which seems a basic thing to do anyway - and that batch numbers are made really clear on the tile boxes so customers can double check the batch themselves.”
We are very sorry that this has happened and for any inconvenience and upset caused.
Whilst we do never knowingly send out mixed batches, we do pick our orders by hand, and so human error can occur. We do always advise checking the order over in full on receipt and prior to starting work to ensure that you have everything needed to complete your project, and it is the responsibility of the fitter to check batches prior to installation commencing.
That said, we appreciate that this has caused some inconvenience and so my colleague has already issued a full refund as a gesture of goodwill.
“The Tiles are of good quality however sometimes tiles are shown as being in stock and you place an order based on the info, but when it comes to delivery, this order is delayed due to tiles being out of stock. To get a refund, you have to travel to where you bought the tiles ( in my case to milton keynes) to be able to process the refund! Very anoying.”
“Tiles are wildly inconsistent. Different sizes, curved edges. The pre-cut gout lines aren't all in the middle of the tile. It's impossible to get anything like consistent grout lines. Absolute rubbish and a waste of money. If I wasn't under time pressure to get the job done I'd take them up again.”
