“I was supplied with faulty tile adhesive - 30 bags (Tilemaster rapid set flexible white). Instead of accepting what we said as true, they followed a process that left me holding the problem of having 3 tilers standing unable to work. I was forced to buy additional bags locally as I was not getting resolution from the company in the timeframe I thought was acceptable. I therefore asked for them to reimburse me the additional costs of the extra adhesive I had to purchase. They refused to do so even though they accepted responsibility that they had supplied me with faulty adhesive. Really poor customer care. My first experience of PTT and my last.”
Hi,
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 about your experience with us. We are also sorry for the faulty tile adhesive that you received. Once you reported the issue to us, we spoke to the manufacture who had conducted some tests and investigated that day. They confirmed that there was a faulty batch which unfortunately was supplied. We resolved the issue within 24 hours as quickly as we can, sending you out 20 new bags of adhesive and reimbursed you 10 bags which you needed to collect from a local supplier on the day. Issues like this unfortunately need to go through a process, we aren't able to deem a batch faulty the original supply needs to investigate which is why we needed a lot of details from yourself. At PTT we do strive to resolve issues as quickly as we can.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
Hi,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We are happy with the feedback about the service and product you received. We offer a next working day delivery service up until 6pm the previous day and we pride ourselves on getting customers their orders on time. I can see from your order that you placed your order 15.30pm 28/6/23 and received 29/6/23 at 14.33pm. We are one of the only business in industry who do a next working day up until 6pm.
We strive to provide a fast, efficient delivery service and these costs are in place to allow a quick turnaround from our couriers. If it was possible to charge less this is something we would love to do, unfortunately with costs going up everywhere this is not possible.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
Hi Mike,
Thank you very much for taking the time to leave us review, and for shopping with Pro Tiler Tools.
We apologise for you not receiving your order. We have raised this case with our accounts manager at FedEx. We have sent out replacements which you should have now. We strive to provide a prompt delivery service, however sometimes these issues are out of our hands. We do try and resolve any issues as quick as we can.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
Hi Andrew,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
Apologises in regards to your missing part of your order. This item was lost with FedEX, this is something we will raise with our FedEx accounts manager. We strive to provide quick efficient service to make sure orders reach the customers on time. Unfortunately there are times where this is out of our hands and issues sometimes arise. We have sent out a replacement, but again apologises on behalf of fedex losing your original item.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
“We ordered something and got the opposite sent to us which was not good as we were time critical. We had paid extra for urgent delivery. When we called the customer services could not work out what had happened and said he would come back by a certain time to ensure we could get the item by the next day. He didn't phone so we had to follow up and it turned out to be a fault when they first came into the warehouse and they were labelled wrongly. Once we chased, they confirmed we would be refunded for the cost and delivery which was done promptly.”
Hi,
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 about your experience with us. At PTT, we strive to provide excellent customer service and we apologise for the service you received on this occasion. The order we sent out to yourself was boxed in an incorrect box from the manufacturer, which led to you receiving the wrong product and you cancelling your order due to the time this was taking. We will raise this issue with the manufacturer and apologise for this mistake we made. We take these matters very seriously and we hope to serve you again.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
“Materials were as the order and at the right prices
Delivery driver not very helpful he broke the pallet and then said I can’t get it up the curb and therefore onto the driveway so left it on the road and went. My girlfriend then had to carry 500kg of tile adhesive onto the driveway.”
Hi Dave,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We are really happy to hear about the materials and you was happy with the right prices. However, we are truly sorry for the difficulties you encountered with the delivery driver. This is something we will raise with our pallex account manager. We have refunded your shipping which should be back in your account.
Pallex do have in their terms and conditions regarding delivery, they are not obliged to handball the goods to doorstep. However this should not be left in a place where it a obstruction or in unsafe place.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
Hi Pete,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We appreciate your comments and are glad to hear that your overall experience with our company has been satisfactory. At PTT, we strive to provide excellent service and meet the expectations of our customers. We are committed to delivering a positive and seamless experience throughout the entire process. Your satisfaction is our top priority.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
Hi Michael,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
I have looked into this with DPD regarding your 1 missing item as 3 of the 4 items were delivered. DPD have said that they have lost your item and were looking into this with the depot . We are really sorry about this and my colleague has re-sent out this item for you. We always try to ensure that our products all arrive on time, however at certain times there are sometimes issues out of our control.
It’s feedback from our customers that 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
Stephen - Pro Tiler Tools
“There have been a number of occasions we have order supplies and they have been out of stock. Due to bank holidays we've not been notified until some time after.
Ideally, we'd hope the order wouldn't be taken if the stock isn't there to fulfil it.”
Hi Paul,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
It’s feedback from our customers that allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
Thank you for bringing this to our attention, ideally we try to contact our customers on the day of ordering regarding any products which are out of stock. On any product which is out of stock an important message will be displayed when trying to add product to basket, this will then inform you and also for you to give us a call to find out the lead time.
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
Stephen - Pro Tiler Tools
Hi lacob,
Thank you for taking the time to leave a review.
I recently came across your review expressing dissatisfaction with our company regarding an undelivered delivery. Firstly, I would like to apologise for any inconvenience you have experienced throughout this process. I understand how frustrating it can be when expectations are not met, and I want to assure you that we take your feedback seriously.
Upon investigating the matter further, we found that the delivery could not be completed due to an unpaid import fee. In international shipments, customs regulations often require import duties or taxes to be paid by the recipient before the package can be delivered.
Your contact number was incorrect on the order so this information wasn't provided. We have now updated your contact details with FedEx so they will be able to move the order through customs and arrange delivery as soon as possible.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Stephen - Pro Tiler Tools
Hi Hryhorii,
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 that one of your trowels was broken and apologise for the inconvenience this may have caused. Looking into your order, I cannot see that you have contacted us regarding this. I have passed this information to one of our sales team members who will be in contact so we can resolve this issue.
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, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you.
Many Thanks
Jay - Pro Tiler Tools
“Products are of good quality, but carriage is a little dear and they choose to use Fedex who never deliver on the day they are supposed to for my area. In this case I didn't receive till after the weekend.”
Hi John,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
Looking further into your order, we are unable to see any issues you may have experienced. Our tracking information shows that you received your order within the 1-3 working day service you selected, please note that this does not include weekends.
If you have any queries or would like to discuss this further, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you.
Many Thanks
Jay - Pro Tiler Tools
Hi,
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 the service has slowed in our shop and apologise if this caused any inconvenience. As you may be aware, the trade counter on our premises is still a relatively new addition, we are always looking for ways that we can improve it to ensure it is operating as efficiently as possible.
The feedback we receive from our customers 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, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you.
Many Thanks
Jay - Pro Tiler Tools
“Good service good comms only issue I had 2 bags were split on the pallet which really is the delivery company but also would help with some protection on the corners I will use again”
Hi Mario,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
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.
We are very sorry to hear about this and apologise for any inconvenience that may have been caused. Looking into your order, we don't have any records that indicate any damages to your items. I have asked one of our sales team members to contact you so we can investigate this further and find a suitable resolution.
If you have any queries or need any advice, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you.
Many Thanks
Jay - Pro Tiler Tools
Hi Dave,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
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.
After taking a look further into your order we cannot see any issues regarding your delivery. Tracking information shows that you placed your order on 29/03/23 for a 1-3 day standard service and it was then delivered on 03/04/23. In case there was any confusion, we would like to remind you that our standard delivery service is for working days which means that this does not include weekends.
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
“Your service was first class and customer interaction was good.
However, the Pro Grabber is playing up. If this persists I will send back.
The on off button is less than decisive. Works ok for some of the time then packs up. When working it's a great tool!
Regards
Mark”
Hi Mark,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
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.
We are very sorry to hear that you are having trouble with your Grabo PRO and apologise for the inconvenience this may have caused. I have asked one of our sales team members to contact you so we can get this resolved as soon as possible.
If you have any queries or need to contact us, 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
Hi Piers,
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 that you think we were too expensive and apologise if this caused any inconvenience. Throughout all of our products, we try our best to stay as competitive as we can. Unfortunately, this is sometimes not always possible but we will do our best to find a suitable resolution.
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!
Many Thanks
Jay - Pro Tiler Tools
Hi Dave,
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 are not happy with your shipping charges. All shipping costs are calculated and displayed at the bottom of your basket before you make a payment. Alternatively, if you call to place an order, our sales team members will explain the shipping options available to you before the transaction is processed. I have taken a look into your order and can confirm you have not been overcharged for your shipping costs.
At Pro Tiler Tools we try our best to offer our customers the best service possible whilst staying competitive in the current market. We use the feedback we receive from our customers to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries 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
Hi Andrew,
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 about your delivery charges. Unfortunately, this is a standard cost for shipping these particular products from the manufacturer, due to them being large items. The items you ordered are 2400mm x 600mm meaning they take up two pallets and hence the delivery cost from the manufacturer. This cost is passed directly to you, we do not add anything on. The remainder of your order actually came on free shipping from us due to us acknowledging the manufacturer's delivery cost.
If you have any questions or need any advice when ordering next time, including querying and shipping fees prior to purchase, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help.
We hope to welcome you back again soon!
Many Thanks
Jay - Pro Tiler Tools
Hi Danut,
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 about this and apologise for any inconvenience it may have caused. After looking into your order I can see that the parcel was delivered to a neighbour's address. This is something that does happen if no one is available at the delivery address, however, we can also see that you were not notified by DPD about this. Once again, we apologise for the inconvenience and will do our best to ensure this does not happen in the future.
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!
Many Thanks
Jay - Pro Tiler Tools
