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: 4.72

4.7 Rating 1,693 Reviews

94 %

of reviewers recommend Lilley Tile and Stone Ltd

Company Reviews

Metrics

Info

4.7

Based on 1,693 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	95%
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 11th April 2025

Anonymous

Anonymous // 01/01/2019

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

“Poor knowledge of their products. The manager was rude and aggressive.”

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Posted 2 months ago

We're really sorry you had a bad experience with our. Whilst we always strive to give our customers the best service we appreciate sometimes that we can always do better. I have had a chat with our sales team and we are reviewing your comments and improving training on the product you purchased. Many Thanks Ray Lilley Web Support

Posted 2 months ago

“Delays in delivery, inaccurate product photos leading to wrong choices, rude customer services when trying to rectify unusable products”

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Posted 2 months ago

We have checked your order and whilst we appreciate your comments concerning Schluters image of the product you purchased, it was the correct product that was sent. The delivery was also in line with our websites data and as far as we're aware was received within the specified 7-10 days as it was coming direct from Germany. Despite this, we are reviewing the images used to see if we can better represent the finish. As stated, colours can vary from the images posted due to differances in the media used to view them (Phones, PC's etc) This does not detract from your poor experience for which we apologise for. Best Regards Ray Lilley Web Support

Posted 2 months ago

“Different order received. Instead of titanium brushed, I received silver.”

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Posted 9 months ago

Lention, We apologise for any inconvenience caused. Can you please conmfirm that this issue was resolved by the store? Best Regards Ray Web - Support

Posted 9 months ago

“Won't be using them again”

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Posted 1 year ago

Hi! We're really sorry to hear that. We can see that you ordered 1 piece of Quadec corner trim which had to come direct from Schluter in Germany. Can you please let us know what the problem was? We'd be happy to discuss further. Best Regards Ray Lilley Web Support

Posted 1 year ago

“Can’t really comment as I haven’t received my purchase yet”

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Posted 1 year ago

Guy, Can you confirm that delivery was received ok? Best Regards Ray Lilley Web Support

Posted 1 year ago

“Hi I am still waiting for my item for 2weeks. It hasn't been delivered to me. I need to carry on with my work but cannot do so because of my missing item.”

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Posted 1 year ago

Samsul, firstly our sincere apologies. Whilst the product was shipped as requested, we did not find out about this issue until you chased it up. It would appear that the delivery was unfortunately lost by the courier. Although the situation was out of our control, we still have to take responsibility, so we can't really complain about the 1 star in this case. Either way, thanks for taking the time to do the review! We take note of all comments and strive to learn from issues like this. Best Regards Ray Lilley Web Support

Posted 1 year ago

“Once I receive my grout I will look at it when will I receive my order”

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Posted 1 year ago

David, I notice that you used click and collect. I know that we have had some issues with the new Google/Apple pay system defaulting to that which has now been rectified. Can you confirm your issue was dealt with? Best Regards Ray Lilley Web Support

Posted 1 year ago

“I haven’t received my product even though it said it was delivered :(”

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Posted 1 year ago

Dean, As with a previous customer it looks like you had selected click and collect. Whilst we have change the default in Google/Apple Pay now to standard delivery we know it did create some confusion with customers at the time for which we apologise. Can you please confirm that your issue was dealt with? Best Regards Ray Lilley Web Support

Posted 1 year ago

“Don't order from this company. I ordered 3x tubs of mapei wood floor adhesive and the glue had gone off. Because I didn't open 3x sealed tubs of adhesive as soon as it was delivered I've got to swallow the cost. Joke of a company”

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Posted 2 years ago

Leighton, I've had a chat with the Store and whilst we do ask for damages to be reported within 48hrs of delivery, we are flexible on this rule sometimes. The biggest issue here is that the goods were with you for over 5 weeks before you reported an issue which even goes beyond our 28 day return policy and means we can't claim from either the courier or Mapei. We have double checked all remaining stock in store and they are all sealed and ok so we believe that the damage occurred after despatch. I know it's not what you want to hear but I'm afraid on this ocassion that we cannot replace the affected 2 tubs. Best regards Ray Lilley Web Support

Posted 2 years ago

“Hi when will my order arrive please”

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Posted 2 years ago

Sharon, you selected "click and collect" from the store for your order. So it will be in store now awaiting for you to collect. Best Regards Ray Lilley Web Support

Posted 2 years ago

Sharon, I understand that your order was cancelled as you were unable to collect. We'd be extremely grateful if you could re-review. Best Regards Ray Lilley Web Support

Posted 2 years ago

“Wrote to Lilley Tile re issues with delivery and they have not had the courtesy to respond. In future I will be ordering further materials from different supplier. Very poor service.”

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Posted 2 years ago

“I can not as yet review what I have not received, I emailed for an update this morning, but await a reply”

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Posted 2 years ago

“Still waiting for the product i ordered”

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Posted 2 years ago

“I recently ordered a drain unit from you, which arrived promptly. The box was damaged but the contents were undamaged. Because it was damaged, I disposed of the box. The drain was a Schluter Kerdi KDBH50ASLVB Exterior Drain Set 50mm Outlet Complete With Grate 15x15cm. Unfortunately, my plumber said that it was not possible to fit this unit to the existing shower, so I contacted your phone line to try to return it. I left a message but have heard nothing back from you. Are you willing to accept this item back? It was taken out of the box but no attempt was made to fit it, so it is as it arrived. I cannot give a full rating to you until this issue is resolved.”

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Posted 3 years ago

Peter, Please can you confirm that your enquiry was dealt with by our store? If not please let me know and I will chase up for you. Best Regards Ray Lilley Web Support

Posted 3 years ago

“I bought 6 bags of microcement and set out to work the following week, when I discovered that half of the microcement was out of date. Technically the microcement was sold within the expiry date but I can't see how that is fair or honest practice. Vendor largely unbothered by the fact that I was unable to progress work and refused to send in replacement product. Desperately unhelpful and barely legal.”

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Posted 3 years ago

Enrico, We're sad to hear that you weren't 100% satisfied with your order. As you say, it was in date when sold but unfortunately we cannot possibly know when the product would actually be used. However, I have passed your comments on to our store to see how we can improve the FIFO process on this product and keep buyers more informed on use by/sell by dates. Best Regards Ray Lilley Web Support

Posted 3 years ago

“Reordered a trim because my mistake in the first order 28/6 paid for next day delivery it didn’t come until the 1/7. Noticed it was wrong reorder new one and still waiting 5/7 to say I’m disappointed is an understatement. Courier jumped over my electric gates on the 1/7.”

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Posted 3 years ago

“Poor response to an issue with delivery. The bag arrived burst and most of the product was lost in a cloud of dust and in the box it was delivered in. They said there would not be an offer of a replacement as I didn't have a photo of the damaged box. I argued my point that it had mostly been washed down the sink as I had to clean the room. Communication from them simply stopped so all in all, not great.”

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Posted 3 years ago

Robert, we're extremely sorry that you had a bad experience with this order. Unfortunately, one of the conditions we have with returns/refunds due to damage is that we have photographic evidence to show the damage so we can claim through our couriers and process your replacement efficiently. In this instance the box was shown as in one piece on delivery by the courier. This of course does not show any damage that may have happened inside the box which is why we request an image before actioning refunds/rerplacements. Once again, we're sorry we could not help you in this instance. Best Regards Ray Lilley Web Support

Posted 3 years ago

“I ordered grout and needed it asap Unfortunately your carrier DPD has let you down.I paid £4.99 to DPD for Sunday delivery because they said they could not find my address on the previous Friday It is now Tuesday and I have a tiler turning up today and no grout 😱”

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Posted 3 years ago

Gillian, Extremely sorry our couriers let you down on this and the inconvenience caused. We do keep a track of these complaints and will continue to address these issues in view to improving delivery performance in the future. Best Regards Ray Lilley Web Support

Posted 3 years ago

“A week later and I still haven't received my order”

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Posted 4 years ago

“Ordered adhesive on a Thursday and paid £42 for next day delivery. Emailed received saying dispatched on Thursday. Delivery came Monday! Waste of money.”

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Posted 4 years ago

Lilley Tile and Stone Ltd is rated 4.7 based on 1,693 reviews