Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

Lilley Tile and Stone Ltd Reviews

4.7 Rating 1,535 Reviews

93 %

of reviewers recommend Lilley Tile and Stone Ltd

Company Reviews

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

Lilley Tile and Stone Ltd 5 star review on 23rd September 2023

Lilley Tile and Stone Ltd 5 star review on 23rd May 2023

Sebastian Vizzard

Lilley Tile and Stone Ltd 5 star review on 30th April 2023

Lilley Tile and Stone Ltd 5 star review on 20th July 2022

Lilley Tile and Stone Ltd 5 star review on 23rd June 2022

Lilley Tile and Stone Ltd 5 star review on 4th May 2021

5

Anonymous

Anonymous // 01/01/2019

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

“Sadly what I bought turned out to be a waste of my money. With £7.50 postage to put it in a too large plastic bag with no padding provided in case it gets thrown around the courier van, it's a high charge for 1 small item (Royal Mail would have sent & delivered it tracked for approx £3.50). It's too much to pay for it then to be such a different colour to that expected. Bought colour 50, Kerakoll silicone sealant, specifically to match as best as possible to my tiles & flooring but it's far lighter & only vaguely a lilac-grey, far greyer than the online pic suggests. It's more like colour 44, or 43, or even a cross between 39 &43, & really just another shade of grey, rather than a purple colour. It doesn't have the darkness nor depth of colour that the small pop-up from the thumb nail sized pic suggests. It would be better to have a more complete guide to the colours available. I appreciate that it's what the manufacturers provide, but they need to know it's not working. Using numbers is convenient but with onscreen colouring varying enormously (& I tried on several devices & in different lighting) having a name could help (as long it's not silly names such as some paint companies choose). I've wasted £15.49 - could be worse obviously. It's good that there are such a wide range of colours & that the price per item isn't bad compared to other brands of coloured sealant, but no good if the representation on the website isn't accurate enough.”

Posted 1 year ago

Rosamund, Unfortunately, we don't use Royal Mail as from our perspective we are able to track deliveries far better with other couriers along with an improved next-day service. We have previously lost a lot of deliveries due to Royal Mail errors with no come back for us. Colours can vary dependant on batch size, similar to paints or wallpapers and this particular manufacturer has decided to use a number system as in their opinion named colours can cause as much confusion. Even the quality of your computer screen will vary the colour. However, it is good to hear your thoughts on this issue and we will be discussing this further to see how we can improve. Best Regards Ray Lilley Web Support

Posted 1 year ago

“Not sure they have picked the right courier I haven’t received my products yet”

Posted 2 years ago

“I bought this hoping it would restore the colour of my black composite sink. I followed the instructions to the letter but unfortunately it didn’t make any difference whatsoever. So an expensive experiment that failed to live up to expectations.”

Posted 2 years ago

“Still waiting for item”

Posted 2 years ago

“Prices from Lilley Tile and Stone are pretty good but the customer care is quite shocking in fact seems to be non-existing, with a recent order after 8 days from notification of being shipped I had no idea when the delivery was actually coming as DPD notified me they were awaiting the items but had not actually received them to process and complete the delivery. Despite 2 emails I have heard ZERO from Lilley Tile and Stone, the orders did eventually turned up but I already had to make alternative arrangements for the materials from another supplier as the complete lack of a reply from them was very unprofessional.”

Posted 2 years ago

Brian, We're extremely sorry you experienced issues your order. I don't want to use the "Covid" excuse but i know some deliveries were later than expected recently due to courier issues. Once we raise a despatch note the goods are ready for DPD collection so it would possibly have been a late pick up. Ref the communication issues I will forward your comments onto the Sales team. I know they are working as hard as they can to communicate back to our customers and i'm sorry that your issue was not resolved in a timely manner.

Posted 2 years ago

“Whilst the product was good. The price for packaging and postage was extortionate. To then find when we received our order it was reused Amazon packaging for a ‘Nicole’ complete with her address and broken polystyrene. I then emailed the address that came with the order to notify the company of this to be ignored.”

Posted 3 years ago

Jenna, Apologies for the packaging situation but thanks for the observation. Delivery costs are mostly transport associated and we reuse packaging wherever we can. I have noted the issue and asked the store to double check that packaging used in the future is clear of previous addresses. Many Thanks Ray Cannon Lilley Web Support

Posted 3 years ago

“The adhesive arrived wrapped in a black bin bag and brown tape. The tub was broken . I had to risk as I was on a tight timeframe. Not ideal whoever did the damage, this was not cheap”

Posted 3 years ago

“ref my ealier email, the product arrived 1705 today”

Posted 3 years ago

“The shop was close to me so this saved delivery fee. The shop appears to be well stocked and that is the reason for 2 stars. As for the rudeness of 1 member of staff I write this review. As you enter there is a small standing space with 2 pieces of perspex in following covid guidelines. The shop appeared to be split into 2 sections with floor to ceiling shelving full of stock. I could see 1 member of staff was busy on the phone at his desk and the other member of staff instead of coming up to the perspex and asking if he could help he shouted at me "could I help" through and over the shelving to which I wondered where the shouting was coming from. I found him sat at his desk at the far end of the shop. He asked me for my name for the order which he could not find. The 3rd member of staff found the bottle with my name on it. I am a paying customer and I do not expect to be shouted at down the shop. A bit of manners would have gone a long way. I am a tiler by trade and this is the first and last time I will be using Lilley Tile and Stone for this reason. This was not a good first impression but thank you for the product.”

Posted 3 years ago

Robin, we apologise for your experience. Whilst I know that the covid distancing rules have caused some issues in shop communication it is never our intention to make customers feel uncomfortable. I have passed your comments on to the sales team for review. Best Regards Ray Cannon Lilley Web Support

Posted 3 years ago

“Very poor on delivery. We paid for express delivery (£22 iirc) but it only arrived on the day that it would have been for free delivery. No refund of the £22.”

Posted 3 years ago

“Delivery is now over a week late”

Posted 3 years ago

“Postage was fast but was charged at double what they actually pay, I hold a DPD account and it does not cost 12 pounds a package ( smaller than a shoebox and as light as a bag of sugar). I checked out with my mobile phone so I did not see the full amount they charged until I checked my online banking. Felt some what a little cheated. I do not know if it's a deliberately hid but there needs to be a different rate for small items”

Posted 4 years ago

“Felt that there was profiteering going on here as told flat £12 delivery fee was only option. My very small item came by next day delivery which wasn’t at all necessary.”

Posted 4 years ago

“Unfortunately one bag of grout had split open but I believe this was done by delivery firm as they had taped up the box again? But grout everywhere as you can imagine!! So one bag no good”

Posted 4 years ago

“Web site a little difficult to use regarding schluter products. Also you were over £10 dearer on schluter kerdi board than tilefix so overall not the best experience”

Posted 4 years ago

Sorry to hear that David. I will contact you privately so we can get a few more details on your website experience. Delivery charges are a set amount and not ammortised in our prices like our competitors so ultimately you pay a cheaper price.

Posted 4 years ago

“Usually very good but last order only half of it turned up spoke to staff on the phone said they would sort it but I haven’t heard anything yet”

Posted 4 years ago

Scott, apologies for the delay in responding to your review. Could you please let me know if this query is still outstanding? Our guys are normally pretty good on these things.

Posted 4 years ago

“Immediately after placing an order for two products, I realised that I only need one, so I sent an email to the customer service to cancel one of the products. My request was ignored and I never got a response from them.”

Posted 4 years ago

Stela, Very sorry to hear that. Can you forward me the copy of the email and I will talk to our Sales guys straight away for you. Best Regards Ray Lilley Web Support

Posted 4 years ago

“Products ordered not yet received”

Posted 4 years ago

Sean, Can you please urgently confirm receipt of your goods? They are made to order but should have been with you by now! Many Thanks Ray Cannon Lilley Web Support

Posted 4 years ago

“The item arrived bent.”

Posted 4 years ago

Keir, could you please advise the store directly with photos of the damage and they will sort this out immediately for you. We apologise for any inconvenience caused and will speak to the courier concerning this.

Posted 4 years ago

“Hi I ordered 2 items but they were delivered on two different days even though I paid extra for delivery also the second item was delivered damaged the lid had burst causing the mapei primer to leak into packaging. Not happy”

Posted 4 years ago

Andrew, extremely sorry to hear that. Could you please make sure a picture of the product is sent through to the store with your order number and I will make sure we take urgent action on this. Best Regards Ray Cannon Lilley Web Support

Posted 4 years ago

Andrew, Just checked with store. Order was placed on 2 wkg day delivery Tuesday 23rd at 17:31pm and all goods were delivered within 2 wkg days albeit separately. We would still like to address the damaged delivery issue though so would be grateful for an image showing the damage so we can talk to our couriers and fix the issue.

Posted 4 years ago

«
1
2
»

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