We are unable to accept any perishable items back for a refund outside the full returns period as we are unable to guarantee the conditions the items are being stored. If you did wish to discuss this further with a member of the team please contact us.
“The tiles were fine when they arrived but when delivered they were left flat in the pavement outside of our drive. No one even rang the bell. Luckily my husband spotted them before he drive over them!”
We apologise that the goods were left without your authorisation. We employ a third-party courier to make all our deliveries. The couriers offer a kerbside delivery however we expect them to inform you before leaving the goods. If you would like to discuss this further with a member of the customer service team please contact us.
We apologise that this has not arrived as expected. We employ a third-party courier to make all our deliveries and expect them to keep us up to date with any delays. I can see that this has now been resolved by our logistics team. If you would like to discuss this further please contact us.
“Would like to comment on the tile, about its colour, the quality or even value. But I am unable because nearly 3 weeks after ordering a sample I still have received it. I have given them chances but still no delivery.”
We rely on the postal service to deliver all of our samples and apologise for any delay. If you would like to contact our customer service team we can arrange a replacement to avoid further delay.
“the product was fine but the service was awful supposed to be next day delivery and this was promised over several days when I rang to see where my item was ( i must have rung and chatted on the net at least 4 times and eventually spoke with a very helpful young lady who was most apologetic and promised my order would be delivered next day ( which it was ) and refunded me my delivery costs too. well done you. this is the first time i have had such poor service lets hope it is just a blip !”
We apologise that the delivery did not arrive as expected. Tile Mountain employ a third-party courier to carry out all our deliveries and expect these to be made on the day specified. This has now been investigated and has now been resolved however if you would like to discuss this further with our customer service team please contact us.
“The "free" sample is way to small to be able to make any delicious or even see what you are buying especially in your tile has a pattern. Thank of course of you want a bigger sample you have to pay for it , so I would truly recommend stop advertising you provide free samples as they are many things but a sample.”
We apologise if you are unhappy with our free sample service. As the tile has random veining each tile does not contain a vein, I am sorry. We offer free delivery on all our full-size samples to assist where possible. If you would like to discuss this with the customer service team please contact us.
We apologise that you have had damage to the order, we use a third party courier and expect them to take care of the goods prior to delivery. In regards to the shade differences, if you would like to discuss this with our customer service team we would be happy to investigate this further.
“Told 4 times the product would be delivered the next day, had to phone up each time and ask where it is.
Called up to complain twice after this and Promised they would phone back, no response.
Now they are trying to say it was delivered on a day that we never agreed delivery on as I specifically told them I’d be on holiday then.”
We apologise for the issues you have encountered with the delivery service. We employ a third-party courier to make all of our deliveries and expect them to inform us of any delays. I can see you have contacted our customer service team is currently investigating this for you.
