“I ordered a sample of this tile. When it arrived it was broken and cracked all over. This was due to the inadequate packaging. I would not buy these tiles as they are so easily broken.”
“I have had a really bad experience dealing with Walls and Floors.
I purchased 30sqm of black sparkle Quartz floor tiles.
They arrived on time, although the delivery driver said he could only leave them by the side of the road. So I had to carry 30sqm of tiles into my home.
The following week I had a tiler from rated people.com come and quote me. He said I didn't have enough tiles so I purchased another 5sqm which arrived on time. This time the driver didn't even offload them. Instead I carried them off his truck into my home. No help from him.
That's not the bad news of this experience... It's only when my tiler came to fit them and started unpackaging the tiles. He discovered most boxes had scratched or chipped tiles. Some were out of square or not thick enough.
I immediately reported this to walls and floors. They asked for pictures which I sent... They then asked me to count all the defective tiles. This took me 5 hours to do. The tiles were boxed in a pack of 5. There was no polystyrene sheets between each one which may explain the scratches. They were also dirty. I had to polish off each tile and shine under the light to check any damage... To my disappointment, I had around 120 tiles that had scratches or chips.
Walls and floors did agree to replace them as a "gesture of goodwill" - they said they expected me to report any damaged tiles in 2 days of receipt. But it took me longer as I waited on the tiler. Either way I should not of had so many damaged tiles in the first place.
I asked about the collection of the defective tiles. They asked me to put them on the pallet and a courier would bring along some wrapping sheets and take them away. It was hard work carrying all defective tiles back onto the pallet. The driver did come when they said but said he can't take them away as they were not wrapped. They had to come back another day...!
In the mean time the replacement tiles came. walls and floors apologised as they could only send out 100 tiles. They would send the other 20 the next working day. I took receipt of around 100 and guess what... Around 20 of those were scratched too.
They have agreed to replace the 20. I received the second batch of tiles and 2 of those were damaged. I won't be surprised when I get the other 20 replacement tiles and some of those are scratched.
The tiler has stated its taken 3 days extra effort sorting defective tiles and trying to level out tiles which are not thick enough. He is requesting extra payment. I have asked walls and floors for financial compensation and they refused citing terms and conditions. I should not have employed a tiler without checking all the hundreds of tiles for defects.
I left a negative review of the product on their website and it has not yet appeared. All their products I seen are 4+ stars. I'm starting to believe it's misleading customers on the quality of some of their products.
When I asked the customer services about the quality control process or other customer complaints. No explanation was received.
I am still waiting for the remaining replacement tiles and the pallet of defective tiles to be collected. I will never purchase from walls and floors again.”
