Direct Tile Warehouse - www.directtilewarehouse.com
Customer Service
Quality of service
Quality of website
Direct Tile Warehouse - www.directtilewarehouse.com
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User Reviews
Customer Service
Quality of website
Value For Money
Avoid Please!!!!
Awful experience! Avoid at all costs! Have ordered my BORGOGNA STONE MODULAR tiles on 3/3/2022 and had only delivered them on 20/6/2022 (more than 3 months delay and originally I was advised for 6 weeks)!!
However, not only the tiles arrived delayed, they sent me the wrong tiles! And also, apart from the delay, wrong tiles half of the stock was broken or misprinted...Complete failure and absence of quality checks!!!
The company have refused any refunds or gestures of good will and haven't responded to any of my emails. Avoid at all costs.
Whoever is directing this company is not doing a good job!
Hi Filippos.
We acknowledge:
• There were delays to your order but this was totally out of our control and due to haulage strikes overseas. You were informed of these delays throughout the process and given the option to cancel the order.
• Unfortunately, the manufacturer did supply the tiles you requested in one size rather than the mix of modular sizes you ordered. On advising us you were immediately given the option of us collecting the tiles at our expense and replacing them, or collecting the tiles at our expense and giving you a full refund.
For the next couple of months from delivery of the tiles in June 2022, you refused to give us your decision as to whether you wanted the tiles replaced or refunded. Your response was always that you were going to call us back.
Then we discover you applied for a chargeback with your card payment company claiming back the full amount of your payment to us. At this point, we insisted on collecting the tiles only to discover you had actually used and laid the tiles.
Needless to say, the credit company ruled in Direct Tile Warehouse’s favour and the payment was not refunded to you. However we still incurred an admin fee expense with the credit card company and considerable Direct Tile Warehouse staff time and expense.
We have gone out of our way to accommodate retrieving the tiles at our expense and giving you a full refund, but obviously this was never going to be possible because you had actually used the tiles despite the broken tile claim in your review.
In light of this, we would ask that you remove your review, as it is not an accurate reflection of what took place.
Customer Service
Arrogance And Poor Service
Ordered 10m2 tiles but they supplied only 8m2 and tried to convince me I was wrong! Then refused to cover £7 out of pocket fuel expenses for third trip due to their error with “if you’re not happy with that there’s the way out”.
Missed opportunity to turn their error into a good news story and completely dismissive of the inconvenience of being unable to complete job whilst off work let alone wasted time on return journeys.
Good product unfortunately manager not so.
Hi, we are very sorry that you didn't have a good experience whilst buying your tiles from us. We appreciate all feedback. This helps us to improve our services and we will pass your comments on to the store.
Customer Service
Quality of website
Value For Money
Great All Round
Great prices, excellent customer service. Transformed my space. Hardwearing outdoor tiles and great quality. Would recommend to anyone that asks!
Thank you so much for the great review! We're so pleased that you were happy with your tiles and thank you for the recommendation.
Customer Service
Quality of website
Value For Money
Great Service!
Prices are good compared to other online tile shops and they have loads of choice! Samples are free which is amazing. We bought the Maryland wood effect porcelain tile and they look great. There were a few damaged which they replaced straight away, no questions. Their customer service team are really on it as are the social media team, they engage with their customers loads. Would recommend!
Ah thank you so much for your lovely review! We work really hard to provide great customer service so that's fab to hear. Thanks again :)
Customer Service
Quality of website
Value For Money
Cant Fault Them !
we had bought kitchen wall tiles, and found the team so helpful we returned to buy floor tiles and bathroom tiles. We called the shop and spoke to the person I dealt with and his team and they kindly guided as to what products would be appropriate. We then chose on line and purchased.
the guys were so helpful and made the purchase easy, so we returned to buy more!
I would defo recommend and will be buying there agin.
Thank you so much for your great review! We're really happy you had a great experience ordering from us, and we're pleased you're happy with your tiles. Thanks again!
Customer Service
Quality of website
Value For Money
Being Ignored When I Report Broken Tiles
received several broken tiles a few weeks ago and despite several emails asking for help replacing them, I have been ignored. ive asked for customer services, the directors and now legal. I don't understand why they are refusing to talk to me.
Hi there, apologies for the late response to this review, we only now have ownership of the page. We are sorry to hear that you were unhappy with our customer service, and would like to discuss this further. Could you email us with your order number, please?
Would Not Recommend
I ordered £1600 worth of tiles 22/11 with promised delivery 26/11.Booked my tiler . No tiles delivered,they took money knowing they had no stock !!!! I have had to put my tiler off
3times.Nobody EVER rings back ,they leave you waiting on the line until you just hang up .Repeated promises of delivery when I can bear to wait for 30 mins for someone to answer .Partial delivery turned up out of the blue 9/12 but cannot tile because don’t know if or when I will ever receive the balance .Do NOT risk your money .
Hi there, apologies for the late response to this review, we only now have ownership of the page. So sorry to hear that you were unhappy with your experience of Direct Tile Warehouse. We would like to discuss this further with you. Could you email us with your order number, please?
Customer Service
Quality of website
Wasted My Time And Lost Themselves A Sale
Requested two samples of patchwork tiles. Have been sent small cuts that show just one colour and a small bit of one pattern. Have no way of guagiing colours or patterns and if they would work in my kitchen. Every other company sends a fantastic sample so u can really see what ur getting. Not these idiots. Have totally wasted my time!!! I didn’t request a simple plain tile. I requested patchwork. Would never recommend to anyone. Total time wasters
Hi there, apologies for the late response to this review, we only now have ownership of the page. We're very sorry you were unhappy with the samples sent to you, and we have provided feedback to the samples team to be more careful with the patchwork tile samples in future.
Customer Service
Quality of website
Value For Money
Still Waiting For My Money
Returned Grout ,because I payed cash they would not refund me my money, they said they would send a cheque in the post, have not received no cheque after twelve days , have been back to shop they couldn’t be bothered, have phoned head office said she phone me back ,still waiting. Would not recommend to anybody.
Customer Service
Quality of website
Value For Money
Very Very Disapointed
last year i ordered kitchen tiles , we waited 8 weeks for delivery i had to keep chasing the order up , the tiles were ok and look lovely on the wall . We then decided to lay tiles in our hall so we ordered floor tiles again it was 8 weeks wait .When we lifted the lino we found original Victorian tiles so i asked if we could return the tiles , i was told we couldn't , So we decided to use them in the kitchen , we had to order more tiles , when they were delivered lots were broken , i phoned the company who were extremely unhelpful . Now laying the tiles we have found out we are 2 tiles short , Once more phoned the company again very unhelpful , £35 to deliver 2 tiles ! We had ordered tiles for the bathroom very worried about the probs we will have with these . Very disappointed after the money we spent with this company they couldn't help with the missing tile. Check your order as soon as it is delivered as they wont help further down the line !!!
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