“Make sure you get all your tiles from the same batch otherwise they can be up to 10mm difference in size. Even if you get the same batch the patterns don't always match up correctly so setting out takes twice as long. Over order to make sure you have enough, small cuts leave almost the rest of the useless. Some of the tiles (5%) had defects like divets in them and some of the patterns were distorted.”
We are very sorry to see that you are unhappy with our delivery service.
Anything that weighs more than 15kg would need to be delivered on a pallet courier service, and as we use a third-party courier to deliver our orders, we are governed by their costs. We do subsidise the cost of our deliveries, but are unable to reduce it any further on some orders, I'm very sorry.
We do offer a collection service, should customers prefer to arrange their own delivery or to collect their order, but we are sorry if this is something that you have been unaware of until now.
We are very sorry to see that your sample order did not arrive with you.
The courier has advised that this was delivered; however, we have refunded this for you, and are sorry for any inconvenience that this has caused.
“The tile adhesive was out of date by just over a month, the adhesive was going off pretty fast which meant I could only work on a small area at a time which wasn't a massive problem as it was only for my house and not a customer's house.”
Thank you for taking the time to share your feedback regarding the tile adhesive you purchased from us. We are truly sorry for any confusion and inconvenience you experienced while using our product.
We would like to clarify that the date printed on the tubs represents the production date, and the adhesive remains suitable for use up to 12 months beyond this date.
Your experience is important to us, and we are committed to ensuring the quality and satisfaction of our products. Please feel free to reach out to our customer service team if you have any further concerns or need assistance with this or any other issue. We are here to help.
“We ordered and paid for the tiles around last November but were "advised" to order around 10% extra to allow for breakages and cutting. With a cost of over £900 this was not cheap and this week we have had them professionally laid and have ended up with two full packs plus 5 full tiles over, the value of the two packs alone being over £70 - £75, but when I contacted the store I was informed that they do not accept returns of any over ordered tiles. This is a disgusting practice that we were advised to order extra. Take note of this when they "advise " you to order the extra. We are trying to complete our extension to a set budget and tricks like this are not helpful. We are fuming.”
We're sorry to hear about your frustration regarding the surplus tiles. Our recommendation to order an additional 10% is based on industry standards to account for cuts and potential breakages. This advice aims to cater to the unique needs of each installation ensuring you don’t run short during your project.
We appreciate your point regarding the return policy on over-ordered tiles. Our policy is designed with the intent to ensure all customers receive new and unused tiles directly from our suppliers, maintaining the highest quality standards. However, we understand your concerns and are continuously reviewing our policies to better serve our customers' needs.
Additionally, having extra tiles can be beneficial for any future repairs or replacements, ensuring you have an exact match that might otherwise be difficult to find due to changes in batches or discontinuations.
Thank you again for your feedback. We look forward to the opportunity to serve you better in the future.
“Absolute shocking do not buy these tiles or any tiles for that matter from this company.
Also the worst customer service ever and the most ignorant people you will ever deal with.
Thanks”
“The tiles look very nice
But I purchased 16 of these ,,1200x 600,, and 14 of them that had to be cut snapped ,,,we used a brand new tile cutter but every time we scored them they just broke in 2”
We are sorry to see that this has happened.
We cannot see that this has yet been reported to us, and always want to do what we can to assist out customers, so we have contacted you to discuss this further with you.
