Hi Walter,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We are very sorry to hear about this and apologies for any inconvenience it may have caused. I have taken a look into your order and can see the product you ordered was changed to another, however, the product it was exchanged for is direct from the supplier as we do not stock it within our warehouse, this is the reason for the delay. I have asked one of our sales team members to contact you so this issue can be resolved.
The feedback we receive from our customers is what allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries or need any advice when ordering next time, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you find what you need.
Many Thanks
Jay - Pro Tiler Tools
Hi Elfrid,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
I have looked into your order and can confirm your purchase was delivered within 1-3 working days. Your order was placed on 07/09/22 which was a Wednesday but this would have been processed on Thursday as the order was placed at 20:27, our cut-off is 15:00.
Our records show that the order was then delivered on Tuesday 13th, within 1-3 working days.
The feedback we receive from our customers is what allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries or need any advice when ordering next time, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you find what you need.
We hope to welcome you back again soon!
Many Thanks
Jay - Pro Tiler Tools
“Great delivery service but once I returned the item trying to get a refund is very hard work
The cutter wasn’t even taken out of the packaging when I returned it
16 days after there received item and still no refund”
Hi John,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We are very sorry to hear about this and apologise for any inconvenience this may have caused. I have passed this information to one of our sales team members so we can get this resolved immediately. Please expect us to be in contact shortly.
The feedback we receive from our customers is what allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries or need any advice when ordering next time, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you find what you need.
Many Thanks
Jay - Pro Tiler Tools
Hi Vittoria,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We are very sorry to hear about this and apologise for any inconvenience caused. I have asked one of our sales team members to get in contact so we can resolve this issue as soon as possible.
The feedback we receive from our customers is what allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries or need any advice when ordering next time, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you find what you need.
We hope to welcome you back again soon!
Many Thanks
Jay - Pro Tiler Tools
“I've had 2 deliveries recently, both deliveries of grout have had 1 in 3 bags having holes/splits in. it makes a bit of a mess and some of it then goes off in the bag”
Hi Jake,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We're sorry you feel you've had a poor experience. I've double-checked with our sales team regarding this but we don't have any records of you contacting us about any issues with the order. One of our sales team will be in touch to discuss this further with you.
The feedback we receive from our customers is what allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries or need any advice when ordering next time, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you find what you need.
Many Thanks
Jay - Pro Tiler Tools
Hi Lawrence,
Thank you very much for taking the time to leave a review, and for shopping with Pro Tiler Tools.
We are very sorry to hear about this. I have passed this information to our sales team so they can investigate further. Please expect us to be in contact shortly so we can resolve this as soon as possible and we apologise for any inconvenience this may have caused.
The feedback we receive from our customers is what allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries or need any advice when ordering next time, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you find what you need.
Many Thanks
Jay - Pro Tiler Tools
“I was disappointed because the delivery left the pallett on the road inspite of asking him to bring the bags I had ordered into my house. Leaving a delivery on the road is not professional”
Hi Hitesh,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We are sorry to hear you feel this way, however, your order was for a pallet which was delivered by one of our third-party couriers.
To ensure the safety of the courier and to minimize the chances of damages to your order, our delivery terms and conditions state that all palletised deliveries are priced for kurbside drops and not to your door. At the point an order is placed, you are responsible for providing a suitable place for the pallet to be delivered to.
Pallet deliveries are always "kerbside" as drivers are not insured to be entering a customer's property. On occasion, the driver will place the pallet in a safe location, but this remains down to the individual driver's discretion based on the specific circumstances of the delivery drop.
If you have any queries or need any advice prior to ordering in the future, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help.
Many Thanks
Jay - Pro Tiler Tools
“I order tile cutter and should be receive by 3 days
But I received by 5 days and they didn’t any responsibility for that
I wasn’t finished the my job with my promise”
“Products are great. I made two separate orders over a week and neither arrived, I called to be basically fobbed off! On both occasions I called again and got through to a sensible person who resent the orders and I received them next day. Nearly two weeks later my first order which had a value of over £400 turned up! I did decline it.
I have not received an apology for my teams lost time and my lost money.”
“I called to ask about corner edging pieces and was told that the external corners would be good for both internal and external corners so I ordered six. When they arrived I could instantly see they wouldnt work for internal corners so contacted ProTiler who said I should post them back for a refund. This was on 8th March and I’ve still not seen my refund! Bit annoyed as they should not have sold me so many and it shows a lack of knowledge about your products, not very professional. I look forward to receiving my refund.”
Hi Lucy,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We would like to sincerely apologise for the delay and that you had a poor experience with us. We place a real emphasis on quality of service here at Pro Tiler Tools, and pride ourselves on our product knowledge and wide range of stock, so I’m sorry you feel like you were given incorrect information.
When receiving your return there was an oversight on our part which led to the delay. I've double checked your order with our team and can confirm that your full refund was processed yesterday and will be back in your account in 5-10 business days (although it’s usually sooner than this).
Again, apologies for any inconvenience caused. We really hope you'll give us another chance to impress you in the future.
Many Thanks,
Ryan - Pro Tiler Tools
“The saw arrived in a timely manner but the water tray is broken. I called and left messages but have not heard back. Now I have a new tile saw I cannot use. Please contact me!”
Hi Bonnie, thanks for taking the time to leave a review. I have spoken to our sales team and they are arranging for a replacement to be sent out to you this week. As you are based in America, we expect this will be with you late next week. Thanks, Pro Tiler Tools
“Should not have to pay VAT on postage. Not even sure that it is legal to charge VAT on postage. If I didn’t need the trim so badly I definitely would not have brought the product for this reason.”
Hi Tina, thanks for taking the time to leave a review. It is not possible to charge VAT on Royal Mail postage services, however since this order was sent via a commercial courier (Tuffnells), then VAT is applicable. We do try to make our delivery prices as clear as possible on our website to avoid unexpected surprises. Thanks, Pro Tiler Tools
“Not happy! I ordered 4 x tile trim samples at £1 each last Friday morning. The page said: “Order a 100mm sample piece which will be Dispatched Mon-Fri Only, Order before 12.00pm for same day Dispatch.” It’s now Thursday and they still haven’t arrived.”
Hi Rebecca, thanks for taking the time to leave a review. Sorry to hear that your order arrived damaged. Please could you contact our sales team on 01604 859800 or sales@protilertools.co.uk and we will get this resolved for you. Thanks, Pro Tiler Tools
“The packaging was extremely well done but one of tile edging was bent and distorted and must have been put in that was from the shop floor. Disappointed.”
“Good prices, but you've twice charged me for next day delivery which hasn't arrived, I've asked for reimbursement of the delivery charge and I'm still waiting for your call back”
“Failed to deliver as promised . I day late . Paid next day delivery . Not offered refund. Item arrived and on opening I can see it has leaked . So I did not get what I paid for on two levels . Emailed profiler and not even an apology . Shameful”
Hi Douglas, sorry to hear you had an issue with your order. I can see you spoke to Laurence in our sales team via email on 8th April at 8.23am. In Laurance's email, he apologised for the inconvenience caused and confirmed that the next day delivery charge has been refunded. The photos provided showed some signs of a small leak, but we confirmed that the tub received still contained its complete contents. Thanks for taking the time to leave a review. Pro Tiler Tools
“I ordered adhesive / grout that was supposed to be crimson in colour but it was grey. Thought about returning it but since the delivery was a farce to begin with I thought I'd put this one down to experience.”
Hi Ryan, thanks for taking the time to leave a review. I can see from your order that you ordered Fugabella color 43, which is grey. I'm afraid the crimson colour for Fugabella is number 42. Pro Tiler Tools.
