Porcelanosa - www.porcelanosa.com

I placed an order with the company and was initially informed that the estimated delivery date was set for November 6, 2024. However, this date continued to slip with no proactive communication from the company. Each time there was a delay, I had to follow up either by calling your front desk or reaching out directly to my salesperson, August Fowler, to receive an update. This lack of communication was both frustrating and unprofessional.

The most recent incident occurred when I contacted Mr. Fowler again about my order. He informed me that it would be ready for pickup on Wednesday, December 4, 2024. However, when my contractor arrived at the store today (12/9/24), they were told the order was not ready for pickup until Wednesday, December 11, 2024. This discrepancy is completely unacceptable, especially given the previous assurances I had received.

I spoke to the so-called store manager, Merced Acevedo, on 12/10/2024. He was so arrogant that he couldn't help with my situation. He just said I could do whatever I wanted.

Thank you to  the Glasgow Branch who has been excellent in ensuring all necessary materials have been available to complete my new bathroom, his advice has been extremely positive and helpful.

Will definitely use Porcelanosa again for future renovations at home.

Porcelanosa is far from being a reliable supplier! The factory in Spain never meets deadlines and my kitchen took 6 months to be delivered and installed instead of 2 months according to the estimate (3 times longer!!). There is no adequate communication between the team and clients; out of 30 products ordered 5 (17%) were damaged and had to be reordered. They don't even apologize and they don't handle anything properly. For all the delays and problems, I had to fight for a compensation of less than 0.05% of the price of the products. Bad service and no customer orientation - they don't even respond to emails and I had to chase them down over the phone, leaving multiple messages before being able to get through to someone. Is this what we call a high-end supplier??.. Absolutely to avoid!

Porcelanosa delivery lorry damaged my parked vehicle while making a delivery to one of my neighbours. This was witnessed by several neighbours and they chased after the driver but he fled the scene.

Thankfully there was video footage and eye witnesses. I contacted Porcelanosa but they refused to take responsibility. I was forced to involve the police.

I believe that businesses need integrity to survive. Caveat emptor regarding Porcelanosa.

I wanted the same tiles as in the display at one of the showrooms and the manager ended up ordering the correct floor tiles but the wrong wall tiles for me. £3200 worth of wrong tiles for 2 large bathrooms. They were a similar name, but porcelain instead of ceramic and did not match the floor as they were a different shade. Not what I wanted.

The aftersales department (NW/Yorkshire - regional manager) have refused a refund despite the showroom manager admitting ordering the wrong ones. Their reason is the tile boxes have been opened. Well, how else would my tiler get the tiles up to my bathroom to lay them. They are large heavy tiles and impossible to carry still boxed.

Also my tiler already installed some of the wall tiles, and to correct it is costing me £2000 labour as he already installed most of them in one bathroom.

They are not giving me anything back! I would not use them ever again, even though I have spent over £15k in this order. They really don't care. Any item of special order tiles, are non refundable. Even if ordered wrong by their own manager!!! Disgusting behaviour.

DO NOT BUY FROM THIS COMPANY. So many issues with my purchase of a bathroom. I will break them down here:

1. Bath delivered with no legs - installation delayed by almost a week.

2. Incorrect sink delivered - I had to buy another one and then subsequently get a refund (took one month)

3. Terrible customer service in store - trade counter employee was, in particular, extremely rude and refused to give me his name so I could not complain about him to the manager.

4. CUSTOMER SERVICES ARE AWFUL - rarely answer the phone; insist you email them instead with your query/complaint instead of dealing with your problem on the phone; promise to ring you back but never do; different staff answer the the same phone and there is no central 'issue database' so they aren't tracking the current situation or what you spoke to the last person about.

PORCELANOSA: do not ask me to send you feedback on your email as you clearly don't care. You have made so many people extremely unhappy and stressed!

Living near Norwich Porcelanosa have twice refunded my postage costs so I could collect in store Saving me £25 each time which is very good. The Customer Service staff online are very efficient & professional especially DC,RW & NG have all given me great customer service - recently I had 3x sheets of mosaics tiles which were slightly damaged on arrival & they were immediately replaced + shipped in 3days ! Absolutely brilliant customer service & my bathroom is looking great. I bought a complete bathroom suite & furniture, wall tiles & accessories which are so well made I won’t shop anywhere else. Can’t understand the negative reviews to be honest - I actually wonder if they are legitimate.. ?

Awful company - the sales team advised us to bring in our room measurements and they would tell us how many boxes we need to buy. Somehow, the sales rep from Cribbs Causeway managed to get it completely wrong so we were a box too few on the wall tiles and 3 boxes too many on the floor tiles!

They then refused to take any ownership of their mistake at our cost and wouldn’t allow me to return the tiles.

The first order we had was just as bad as we received several broken tiles. They are a painful and unprofessional company.

Glasgow store. Purchased three bathrooms. They commit to no more than 5 weeks to deliver on an order. I have been waiting for more than seven weeks. Also they gave me a TWO DAY delivery window expecting me to wait in for the entire period because they would not provide a schedule and would not allow me to contact the courier directly to get an ETA.

Also on a previous shipment of shower glass, the packages had been bashed out in transit, were covered with what appeared to be oil and the courier refused to help carry the packages inside. Dreadful service.

We went to SF store and received very little help. At the Walnut Creek store, we found the assistant to be knowledgeable, helpful, and she went way out of her way to assist us! We had a great experience and plan on buying lots of bath and house items.