“Poor customer service - Transaction and payment debited on Thursday, 4th September for an order of adhesive including an extortionate delivery fee £11.99.
Spoke with Lucy on Wednesday, 10th September as order still not received, only to establish it hadn’t even been processed due to variety of reasons given. Still awaiting requested communication confirming refund of delivery fee as a goodwill gesture for not receiving goods until Thursday, 11th September…”
“One of the boxes of tiles were all broken when received (the whole box). I sent some images but customer services wanted to see a video (that I luckily took when opeing them) as proof they were broken on receipt. It was difficult to send the video as 'walls and floors' wouldnt provide a whatsApp number which would have made it very easy to forward on. I had to create a downloadable link from the cloud to be able to get the video to them (which I know wouldnt be possible for a lot of customers). Quite dissappointing. I have now received a new box to replace the broken ones but advise having proof of condition as it looks like I wouldnt have go the replacement without the video. Hence only 3 stars”
Hi Tessa,
Thank you for your review.
I am sorry to hear about your damaged tiles that you received.
We ask for evidence of the damaged tiles so we can escalate it with our couriers, and this needs to be efficient - we will always rectify any damage made before you receive the items.
I am glad that you have now received replacements - please let us know if you need anything else.
Kind regards,
Walls and Floors.
“For the price I expected much better quality these have stable togeather onto soft felt sample came apart…look good but very poor quality for the price”
Hi there,
Thank you for leaving us a review.
The panels are stabled securely onto the felt, as you ordered a sample, this may have been less secure as they are small cut pieces from the main panel - the samples are used to get a look at the colour of the panels.
I am glad, however, that you received the sample and managed to make a decision.
Kind regards,
Walls and Floors.
Hi Mary,
Thank you for your review.
I am sorry to hear you have received damaged tiles. This can occur during transit as they are fragile.
However, I can see that the damaged tiles have been replaced for you.
Kind regards,
Walls and Floors.
