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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

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

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Posted 3 weeks 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 5 months 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 5 months ago

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

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Posted 6 months 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 6 months ago

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

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Posted 6 months 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 6 months 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 7 months 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 7 months ago

“Hi when will my order arrive please”

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Posted 8 months 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 7 months 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 7 months 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 1 year 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 1 year ago

“Still waiting for the product i ordered”

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Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

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Posted 2 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 2 years ago

“The blade didn't cut the porcelain without chipping with wet or dry cutting, the centre bore was very poorly cut and wouldn't fit the sthil saw, damaged the blade to get it of the machine after at smiths hire, a very expensive mistake trying out your blade on expensive porcelain, refund definitely required”

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Posted 2 years ago

Adam I will forward your comments on to our team so they can bring any issues up with the manufacturer. We don't actually make the product we distribute it and whilst we've not had any complaints before with this product we will still investigate further. Any feedback reference quality of the products we sell is always welcome, good or bad.

Posted 2 years ago

Hi Adam, After discussing with the store I see you guys have had further communication. Just to clarify, it looks like the industry has been replacing "Porcelain" product with something called "Sintered Stone", but in a lot of cases still labelling it as porcelain. It is a new stronger material and our manufacturer is working on a blade that will cut it effectively. To anyone else reading this please double check your material type before ordering just in case. Our store is now aware of the issue and can give more detailed technical support.

Posted 2 years ago

“Didnt really have much to do with customer service. When placed an order I paid for courier and this arrived quickly. The product i ordered Seem to however have issues with discolouring (grout) and I contacted the seller but still waiting for response, we shall see How they will sort this out for me. So far i am a bit dissapointed with the product but whether the shops itself, still to be seen”

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Posted 3 years ago

Hi Emiliy. After discussing the issue with our store they did advise you that the tilers you used made the grout up in smaller batches when the entire bag should have been used and mixed in one go. Doing sample batches does not guarantee that the colour crystals are evenly distributed. Mapei technical were also made available to you to discuss further but in ours and their opinion this was tiler error that caused the uneven colour. The tilers you used should have been aware of the consequences of making batch samples. We remain available to you if you wish to persue this issue with your tilers. Best Regards Ray Lilley Web Support

Posted 3 years ago

“Pallet completely overweight. Lifter was bending from the very start. The older delivery man, struggled at one point I was gonna phone an ambulance! He phoned his boss for help? No chance. I’m not surprised he was sore, he’d to lift them off 1 box at a time and tossed them onto the grass. When my husband arrived home he carried the pavers in, 1 at a time. Resulting in him hurting his leg. We discovered 4 were broken, at £50 a square meter, this is no joke!!!! We’ve emailed u twice, no response! I shall be going thru PayPal to get a partial refund! AVOID AT ALL COSTS!!! 5th rate company!!!”

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Posted 3 years ago

“Ordered edging strip and chose courier delivery, as needed fairly quickly. Items did not turn up on day they should have. Contacted Lilley and was told delivery could be up until 1830 that evening. You use Tufnells who, apparently don’t have parcel tracking. Items did not turn up. Next morning called again. Was told you would contact Tufnells and get back to me. I expressed my disappointment at paying £24 delivery and not being able to track the delivery. Waited almost 2 hours and still no call. Called back and was told you had emailed Tufnells and were waiting for a reply. Why couldn’t you call Tufnells? When I complained about this £24 service I was told you would reimburse for a standard delivery. Of course this hasn’t happened. Totally shocking way to treat customers. Although the product is first class, your customer service is third rate at best. I don’t suppose anything will come of this review and I really don’t expect it to. I will do what I always do when receiving poor service. I’ll take my money somewhere else.”

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Posted 3 years ago

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