“I bought 3 bags of this grout which cost over £75 . It turned out I only needed one bag to finish the job, when I phoned Tile Mountain about returning the grout and paying for the delivery they refused to co - operate .
NOT IMPRESSED”
We are sorry to see that you are dissatisfied with our returns policy. As advertised on our website prior to ordering, we do not accept back part orders or perishable products such as grout, adhesive, etc. However, we are sorry if you were not aware of this at the time of ordering. If you wish to discuss this any further, please do give a member of our customer service team a call.
“Sales team were helpful when I spoke on the phone about the delivery but when the tiles arrived 10 of the 18 were chipped I emailed them but with pictures but didn't get a reply”
We are very sorry to see that you have received some damages, and that we do not seem to have received your email. Please email us at customer.service@tilemountain.co.uk, or call us on 01782 223822, and we can resolve this for you.
“Sales team were helpful when I spoke on the phone about the delivery but when the tiles arrived 10 of the 18 were chipped I emailed them but with pictures but didn't get a reply”
We always aim to offer the best quality product for the best possible price and do offer a sample service so that you can check the suitability of the product before you buy. You are more than welcome to return any unopened packs if they are not suitable.
“I've received a number of messages about feedback from the company but I still haven't received the tiles, 2 weeks after the agreed delivery date. I have paid for them, however and at this point it feels like I never will. I'm also being hassled by builders who had this job booked in months ago.”
Thank you for your feedback. I can see the tiles were out of stock however they have been dispatched and due for delivery today. I am very sorry for the delays on your order.
“The tiles are beautiful. We have them in a herringbone style that works really well across the whole wall.
Unfortunately they took a long time to arrive, despite paying a lot for delivery (almost 4 weeks). When I chased it up, there was no explanation or apology. They were delivered soon after this though.”
Thank you for your email. I am sorry to hear there were delays on your order however pleased to hear you were happy with the tiles when they arrived and were installed.
“Slabs are really nice and were delivered on time and helpful delivery driver but the packing was terrible. One pallet was almost falling out the wrapping so luckily I had another pallet that was more stable to lean it on, otherwise there was no way of me getting them out without almost breaking the whole lot. I took the leaning one out first, with only one in the pack chipped. I used these slabs and they looked great etc but when I got to the pack that I thought was packed better, half way down every other one was damaged from the careless stacking. Luckily I was using some as fascias so I could hide the chips in the ground but if I hadn’t over ordered, I would’ve been pretty stuck. I understand that I could get a refund/ new ones if I sent pictures (still in the pallet) but I didn’t have time to wait for new ones and I had enough for what I needed. Nether the less, they deserve this bad review and I hope they reevaluate how they pack their slabs ie in a crate. All the pictures are within the space of 10 slabs”
We are very sorry for the damages you have received with your delivery. Our orders are always packed in accordance with the best interests of the products and the customer in mind, so we are sorry if this did not seem to be the case on this occasion. I understand you have discussed this further with our customer service team and that replacments have now been issued to you as requested.
