Lilley Tile and Stone Ltd Reviews

Name: Lilley Tile and Stone Ltd
Address: Unit 1b-3b Herne Business Park, The Links, Herne Bay, Kent
Rating: 4.71

4.7 Rating 1,535 Reviews

93 %

of reviewers recommend Lilley Tile and Stone Ltd

Company Reviews

Metrics

Info

4.7

Based on 1,535 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Visit Website

Phone:

01227 362612

Email:

stu@lilleytileandstone.co.uk

Location:

Unit 1b-3b Herne Business Park,
The Links,
Herne Bay
Kent
CT6 7FE

Lilley Tile and Stone Ltd 5 star review on 25th February 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Order despatched promptly however 5kg pack of grout arrived with bottom of bag split (see photos). A right pain to clear up and transfer grout to plastic container.”

Helpful Report

Posted 5 years ago

Peter, We're really sorry to hear about this. I'll refer this straight back to the store just in case you haven't already so we can sort something out for you. We will also be having words with the courier. Could you please let me know your original order number so I can get onto it straight away? You can email me on ray@lilleytileandstone.co.uk Apologies once again. Many Thanks Ray Customer Web Support

Posted 5 years ago

“Your delivery cost is extortionate. The only reason i ordered from you was because i had to get a specialist colour grout knowone stocks.”

Helpful Report

Posted 6 years ago

James, I'm not sure what delivery you paid for, but as we explain on our website we do not amortize our carriage charges in the product price so the price you see for our standard carriage (£9.99) includes everything to do with delivery cost of packaging, documentation, actual cost of delivery etc. Also, on standard deliveries we charge no more than this, it is a fixed fee no matter how much you purchase. This does cause an issue when you are buying small quantities of grout/tools etc (Which we are currently looking at) but when you start buying pallets and larger quantities you will find we are still a lot cheaper than the competition. We do stock a lot of specialized product that our competitors do not, but we don't increase our carriage charge to penalize our customers.

Posted 6 years ago

“Poor delivery service. Requested delivery before 2pm if possible which wasn't even passed on to the hauliers. Rang and asked Lilley Tile & Stone at 1pm where it was, they said they can't chase deliveries until 3pm and the hauliers deliver until 6pm. Who stays on site until 6pm!?! Driver rang at 3pm saying he'd be an hour, i had already left site so he suggested delivery the next day instead, first drop at 7.30 - 8am ish. Lilley Tile & Stone then ring me and say that way would cost an additional £60 which the drivers apparently don't tell you so can they go ahead with delivery today after all. Yes ok so I go back to site from 4pm until 6.30pm and no delivery arrives. Next day comes and the delivery finally arrives at 9.20am. Total waste of my time for about a £15 saving over buying in the local Jewson who deliver the next working day free of charge. Have used these in the past but doubt I will again now thanks to a shambles of a delivery.”

Helpful Report

Posted 6 years ago

Luke, we can only apologize again for the problems you encountered on this order. I am aware of this particular situation and we are reviewing our systems internally for possible improvements. As per your discussions with the store we have reimbursed you the cost of the 2 day delivery. And although the actual delivery was effectively only one day late, we still do not find this acceptable and appreciate the problems this can cause when planning jobs on site. In general, if the order is placed before midday on a working day, that day is considered day 1. So an order placed on Friday before 12 should have been with you by Tuesday. Best Regards Ray Cannon Lilley Web Support

Posted 6 years ago

“Item missed from order.”

Helpful Report

Posted 7 years ago

David. We have just finished checking your order and it would appear a sealant applicator pad went missing whilst on route. After you informed us we shipped a new one straight away. The order was also delivered a day earlier than promised. We would be extremely grateful if you could re-review your comments based on this. Many Thanks Lilley Tile and Stone Customer Support

Posted 7 years ago

“very disappointed with the delivery,with parcel force,”

Helpful Report

Posted 7 years ago

“One of the coloured grout bags arrived open with a great deal of it missing, it didn't even look torn, but cut, as if it had been cut across when opening a bag. Wrote to them to no avail. Won't be using them again.”

Helpful Report

Posted 8 years ago

Yaiza , we replied to you on 10th December via email requesting an image of the damaged product which we would have been happy to replace. Please check your junk email folder just in case. In the meantime please contact us directly if you still wish to persue replacement product.

Posted 8 years ago

“Can't really comment as still have not received the items”

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Posted 8 years ago

I think we might need to amend our review request timing! I will amend our system but please feel free to update your review once your goods have been received. Many Thanks.

Posted 8 years ago

“Haven't received my order yet!!”

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Posted 8 years ago

I have already made a comment against another customer review who also received the review request before their goods. We will be amending the review timing shortly.

Posted 8 years ago

“The mastic was one year old and can only be kept for a further 6 months.”

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Posted 8 years ago

“was very disappointed,with the delivery,after paid £9,put my works address,not only parcel wasn't delivered not even a card,just text telling me parcel was left at martlesham post office,had to waste 1and half hour in the morning to pick it up,very very disappointed.”

Helpful Report

Posted 8 years ago

“I am sure that the product that arrived today is fine. I have yet to use it. However your delivery information service leaves a lot to be desired. In the last e-mail I received from the company I was advised that I had selected 3-5 day delivery. Probably correct. I ordered the product on a Bank Holiday Monday. I was therefore surprised to receive notice that it would be delivered the following day, Tuesday, between 8am and 6pm. The carrier was not mentioned. Stayed in all day - no delivery. After complaint advised that 'it was posted 1st class signed for..It should be out for delivery today with Royal Mail.' Thinking it was a recorded delivery with a guaranteed delivery before 1am, I stayed in again - no delivery. It arrived on the Thursday with Tuesday's postmark and with no signature required. In no way could it have been delivered on the Tuesday or guaranteed on the Wednesday as the 'first class signed for' implies.”

Helpful Report

Posted 8 years ago

“Had text from Parcelforce yesterday morning saying it would be delivered Wednesday still not arrived today Thursday at 5pm, which is a pain as I need it for tomorrow morning.”

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Posted 9 years ago

“The Mapei Ultracolur Plus Grout I bought is good stuff, but my packet arrived with a pin hole in it (hence a leak), and it was date stamped10/02/14, so it was almost a year old when it reached me on Feb. 2nd 2015. This won't do; mortars and grouts decay as they age, and often fail. Your company needs to refresh its stock more frequently!”

Helpful Report

Posted 9 years ago

Richard, thanks for your comments. We understand your concerns so just to clarify; These Mapei products have a "2 year" shelf life from the date of manufacturer. We turn our stock around quickly here and work with the latest shipments from Mapei and on occasion we will receive stock that has been stored by them to the 12 month limit. However, this product is still has 1 year of shelf life remaining which is within date and perfectly fine to use as per the datasheet specifications. After 2 years the product does start to degrade but is still usable even then, although the set time takes longer. Should you have any further queries please do not hesitate to contact us directly.

Posted 9 years ago

“Whilst the order was delivered promptly with the delivery driver contacting by phone to confirm ease of delivery it was NOT appreciated when an AUTOMATIC TEXT CAME THROUGH AT 3.00AM ON THE LANDLINE WAKING UP THE WHOLE HOUSE! THIS WAS PARTICULARLY ANNOYING AS THE ITEMS HAD BEEN DELIVERED OVER 12 HOURS EARLIER. The delivery would have scored excellent apart from what seems to be a very poor notification system. It would be appreciated if this could be sorted out and I only hope other people have not been disturbed in the same way!”

Helpful Report

Posted 9 years ago

David. We apologise that you were woken up at such an awful hour. Unfortunately we are unable to control delays in the texting system/phone company used by our couriers and I would expect in this case an error that a text was sent to a landline. However, we will pass your comments back to the couriers responsible and ask them to be more digilent when entering their delivery information. Apologies once again.

Posted 9 years ago

“Ordering process pretty quicker and delivery was when it said it would be. However 3 bags of the adhesive were bust open and there contents spilled on my drive when off loading from the pallet. This was because the person who put them on there put the bags on nails protruding from the pallet. I contacted the company and they asked for photos which I sent. Offered to replace but tiling had started so I had to purchase more at the tile shop. So I am left out of pocket.”

Helpful Report

Posted 9 years ago

Paula, we're very sorry that you experienced problems with this order. On rare occasions the tops of pallet nails can come through the pallet due to movement during transport and some of the contents can be lost if the bags are dragged off. With photo evidence of the damaged goods we can usually collect the damaged goods and turn round a priority replacement extremely quickly, but we're sorry that on this occasion we could not do so in time for your project.

Posted 9 years ago

Lilley Tile and Stone Ltd is rated 4.7 based on 1,535 reviews