“Was sent the wrong size the colour didn't match the colour that was on the advertisement not happy I was positive I ordered the lenghs of tile trim too I would never of paid £6.99 just to have 6 corner pieces I don't know what went wrong I won't buy of them again”
Hi Andrew,
Thank you for taking the time to leave a review.
We are sorry to hear about this. We can see from your order that you have not ordered tile trim and you had in fact ordered corner pieces for tile trim. We can also see that this was placed on our website and looks like there was no trims purchased on this transaction.
One of our colleges has been in touch with you to explain this.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Hi,
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 are sorry to hear about your experience with us. We have tried to contact you via phone call and email to find out more information about this. Unfortunately we have not been able to get hold of you. If you could let us know the issues you having we can try get this sorted for you.
“Product knowledge lacking. Was recommended the wrong primer. Also website states items in stock, would allow me to purchase with next day delivery. To then be told not actually in stock and up to five days from supplier.”
Hi Robert,
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 are sorry to hear about the experience you have had with us. We can only apologise for the miscommunication and advice you was recommended. We have tried to contact you regarding this but have not been able to reach you. This has been passed on to our manager who will speak to relevant members of staff regarding this issue. We are again sorry for the inconvenience caused with this.
“Great if you want something directly from the website. Quick delivery and competitive prices. Terrible if you need anything slightly unusual that involves dealing with customer services, which seems to be staffed by people who don't know anything about the products they sell. They are also unable to deal with simple written requests and explicit instructions.”
Hi Shane,
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 are sorry to hear about your experience with us. I apologise for the issues you have had. I can see that there were emails over weekend, however we are closed Saturday afternoons/ all day Sunday which has lead to a delayed response. Internal conversations will now happen with the relevant colleagues to ensure this does not happen again. I will process a refund for the additional you had to pay for the issues.
At PTT, we strive to provide exceptional customer service throughout, unfortunately we have fallen short this time and I do apologise for the inconvenience this has caused.
“was told my order was delayed due to coming directly from the manufactuer after someone from pro tiler had contacted Dural after i followed up the delivery. so pro tiler couldnt honour the next day delivery. i then spoke to someone else the following day to chase this up and i was told the supplier hadnt recieved the order at all.. not sure how i wasnt told this the day before? then after waiting another day i was told that some of the product where out of stock so i wouldnt recieve some of the products for 2 weeks. requested a refund.”
Hi,
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 are sorry to hear about your experience with us. We have tried to get in contact with you to explain the situation in regards to your order. This was due to miscommunication between Dural and us. We are sorry for the inconvenience this has caused.
Hi Iana,
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 are sorry to hear about your experience with us. We can see that you called and paid the additional to upgrade your delivery from standard delivery to Pre 12.00. We then passed on this information onto our couriers Pallex. Unfortunately on this occasion Pallex have let us down. We have raised this issue with our accounts manager at Pallex. We have tried to get in contact with yourself by phone call and email to apologise for this but have unfortunately been unable to get hold of you. We have refunded the shipping on this for you and sorry for any inconvenience caused.
“I tend to judge a company on how they respond to problems not how they sell you products. Unfortunately PTT really let themselves down when our order went missing. Almost a week to get an emailed response isn’t great.”
Hi,
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 are sorry to hear about the experience you have had with us. At PTT, we strive to provide exceptional customer service throughout, however on this occasion we have fallen short. We have been in contact with yourself to try and resolve this issue. We are again sorry for the inconvenience this has caused to you.
“No returns policy clearly displayed. If you do over order your keeping it. Products good. Delivery by pallex not driver in a hurry sort out your own pallet disposal. Probably shopping with a retail shed in future.
I have revised my review to one star as after a phone call from customer services. All be it a pleasant one I am now being bombarded with requests to change my review by email.”
Hi Adrian,
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 are sorry to hear about your experience with us. We are in the process of changing our returns policy and this is something we are looking to improve. In regards to your driver we will pass this information onto our courier service Pallex regarding this. We are again sorry for not meeting your expectation on this occasion. We hope to serve you again in the future.
“I rang pro tiler to ask for their advice on which of their products would be best to use when installing brickslips. I bought the product they suggested. Only for it to arrive and it actually says on the tub, not suitable for brickslips. To return the product I had to have someone sit in my house for 2 days waiting on the collection to be done. Pro tiler blamed dpd for the failed collection on both occasions. I contacted dpd and was shown that pro tiler never placed a collection order For the first 2 so called collections. Meaning pro tiler lied and wasted my time getting someone to sit in for 2 days.Poor service, poor advice. Hopefully it won't be so hard getting my money back off them.”
Hi Meena,
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 are sorry to hear about your experience with us. We have tried to contact you regarding this but however have not been able to get through. We have refunded you the full shipping and that should be with you shortly. We will raise this with our FedEx accounts manager regarding these issues.
“Delivery has not been made.
Supposed to arrive yesterday between 16:20-18:20 but no one arrived.
Tracking said they left a calling card. That never happened.
I cannot get in touch with DX delivery as they have no contact number.
Needs to be resolved”
Thank you, William, for taking the time to share your experience with Pro Tiler Tools. We apologise sincerely that your delivery did not arrive when expected and that you couldn't get in touch with DX delivery. We understand how important it is to have your order arrive on time and how inconvenient it can be when it doesn't. We have since been in contact with the courier and sorted the delivery. We also credited you back the delivery charges.
We value your feedback and thank you again for bringing this to our attention.
Hi Nick,
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 are pleased to hear that the issue you had was resolved by us. At PTT, we strive to provide exceptional customer throughout and we are pleased we met your expectation.
“Payed £200 for a 1m strip light for bathroom multi colour and only lights up green red yellow poor product for the money have bought ones off Amazon before 10m for £25 and they are allot better wouldn’t recommend this product to anyone it’s genesis multi colour strip light 😡😡”
Hi David,
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 are sorry to hear about your experience with us. We have been in touch with Genesis who have informed us that this has been resolved now. We did try to reach out to yourself to find out if everything was ok but have not been able to get hold of you. We are glad this has all been fixed.
Hi Robert,
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 are sorry to hear about your experience with us. We can now see that your item has been delivered and the delivery charges have been refunded for you. We can see that DX were originally struggling to find address and asked for details to provided. We will raise this with our DX accounts manager though regarding these issues.
“Delivery timescales were 1-3 days, for which I was charged £45. I'm yet to receive my goods. Ordered on a Monday. Got a call from them on Friday saying they'd need to come back Monday with a different vehicle as the street has restricted access (it's a pretty average residential street). This has significantly delayed our tiling project and will result in needing to take time off work. Would never use again.”
Hi Benjamin,
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 are sorry to hear about your experience with us at PTT. We did try to contact you regarding this. I can see that you spoke to my colleague on Friday 27/10/23 regarding delivery issues. We were informed by Pallex that the delivery vehicle could not deliver down your street due to restricted access and a smaller vehicle would be required. We appreciate how frustrating this, however we wanted to make you aware as soon as we were told by Pallex. Pallex informed us that the street has cars either side of road and would have been extremely difficult to deliver down that road in that vehicle. I have refunded you half of the shipping for this and this should be back with you shortly. We apologise for any inconvenience caused and hope to serve you again.
“Took an order for stocks they did not have, didn't answer emails, as to date have still not issued a refund for stock they sell which they don't have.”
Hi Ian,
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 are sorry to hear about the experience you have had with us. We have tried to get in contact with yourself to resolve this however have not been able to get in touch with you. I have spoke to a couple of my colleagues regarding this and to why this happened. They have explained that this product is in a transitional process currently. Originally this was normally a direct product, and we are in process of stocking them at our warehouse. Normally with an order that is out of stock there would be a message due to being out of stock, and this would also be the same with something that is direct. I can see that your order has been refunded so this should be back with you.
Hi Peter,
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 are sorry that you did not receive your order. We have looked into this and as it was being sent to Ireland it was being held at Customs. Fedex had contacted ourselves to inform us of this and my colleague tried to contact yourself regarding this. With goods being across there is a customs duty which needs to be processed in order for goods to be cleared through customs.
Hi Ricky,
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 are sorry to hear about your experience with us. We are sorry this has taken longer than it should have. At PTT, we can only process refunds when the orders are back with us. On this occasion Pallex seemed to have lost the order and we are now investigating the matter. This has then caused delays with your refund and we can only apologise for this. The refund has now been processed and we hope to serve you again.
Hi Samuel,
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 are sorry to hear about the experience with us. We apologise for the delays with your order with our courier service FedEx. We have refunded you the shipping costs and we can now see that your order has now been delivered.
