Hello Ian,
Thank you for sharing your feedback, and we’re truly sorry that your delivery did not arrive within the expected time frame.
We completely understand your frustration, especially after placing your order on March 11th and still not receiving it by March 17th. Please accept our sincere apologies for this.
We have escalated this matter directly to our courier service, Pallex, for review. A member of our team has since been in contact with you, and we are glad to confirm that this has now been resolved.
“I was supposed to receive my parcel on 26th February but still have not received it. DPD messaged me to advise that they delivered to me on 26th February and sent a photo. Unfortunately I was not in my house at the time and the photo provided by DPD was a close up of the parcel so could not see the surrounding area or where it may have been left. No card had been posted to say where it may have been left. I raised a complaint with DPD and after several days received a message to say that it appears that the delivery driver had delivered to the wrong address and that they would retrieve the parcel. After a week I heard no more so contacted DPD again who advised that they have not tried to retrieve the parcel they delivered to the wrong address and that it may take them several weeks to do so so I should contact Pro Tiler Tools. I did this and they advised that I should go to the address where the parcel was accidently delivered to. I did this and was told by the people who live at that address that they hadn't received anything. I called Pro Tiler Tools back to update and requested that they resend the product or refund me and they said that I need to speak to DPD. I advised that I have done this several times and they are now telling me to contact the vendor. Advised that I am being batted back and forth and no one seems to be trying to rectify. The person at Pro Tiler Tools advised they would speak to DPD and get back to me at the start of this week. I still haven't heard back from them and still do not have the product I paid for which I also paid express delivery for. Incredibly disappointed with Pro Tiler Tools and DPD”
“Absolut mess... From 4 orders they failed 3 of them...let me wait fór days fór something i paid next day delivery for... And then they offer to deliver in few weeks when Its back in Stock....
Delivery partners even worse.... They caused a lot of damage to me...few grands”
Hi Jiri
Thank you for sharing your feedback. We are genuinely sorry to read about your experience and that three out of your four orders did not go as planned. We completely understand your frustration with paying for next-day delivery and facing delays; that is not the service we want our customers to have.
We want to assure you that we did not take the stock situation lightly. The moment we were made aware of the stock issues we act as quickly as we can. A notification was sent to you via text and email—using the details provided on your invoice—to advise you of the delay and the expected timeline for when the item would be back in stock.
While these logistical challenges are sometimes out of our hands, we know that doesn't change the disappointment caused. We are glad to see that a member of our team has since managed to speak with you directly and has resolved the matter.
Hi Marcos,
Thank you for your feedback. We were very concerned to read your review, as our records indicate a different timeline for your order.
We have checked the details and can confirm that your order was placed on the 25th of February and, according to the DPD tracking information, it was successfully delivered on the 26th of February. This means your order arrived the next day, which is within the advertised timeframe for the next-day delivery service you selected.
We understand that there may have been a miscommunication regarding the delivery, and a member of our team has already been in contact with you to advise on the situation and work towards a resolution.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Good Morning Jason
Thank you for bringing this matter to our attention.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us. We place a real emphasis on service here at Pro Tiler Tools to provide prompt and efficient delivery.
We really hope you'll give us another chance to impress you in the future.
Many Thanks
Joanne
Hi Matthew,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. We are sorry that the Saturday delivery did not arrive on time. We will raise this with our couriers. Unfortunately there are times which for any unforeseen issue delivery issues are out of our hands. We have refunded the delivery charges and apologises for this issue.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“Delivery was very un satisfactory, paid for next day then it still hadn't arrived on the following day , so made contact to which first part arrived the following day with part of order still missing ,fedex ,this was then re sent but again didn't turn up as promised the following day but eventually the day after dpd , not the best when trying to stick to a schedule .been offered discount on my next order ,”
Hi Nigel,
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 have raised this matter with our couriers, as you should not have had to experience so many issues on one order. We are glad that the delivery was completed in the end, and are happy to provide discounts moving forward.
We would like to sincerely apologise that you had a poor experience with us. We place a real emphasis on quality here at Pro Tiler Tools, carrying out rigorous quality checks and are so sorry this slipped through. We really hope you'll give us another chance to impress you in the future.
Many Thanks,
Pro Tiler Tools
“people hastling me to cagnge my review when it hasnt been dealt with.....the delivery was cancelled at short notice and no compensation seesm to have been offered!!!”
Hi Tom,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. We have been trying to contact you via phone and email and have not heard anything back from you. We have left you a voicemail regarding this. Please do contact us and we can look to resolve.
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 are sorry that this has been the 2nd time the courier service has failed. A member of our customer service team has been in contact with yourself to try resolve.
“Been let doen at least 4 times now on delivery...job has over run and it's costing me hundreds extra in wasted time and labour costs.
Very disappointed in lack of promised communication and lies from courier service”
Hi Richard,
Thank you for taking the time to leave a review.
We are sorry to hear about the experience you had with us. We are sorry to hear that you have been let down by our courier service in regards to the delivery. Unfortunately the delivery service had marked this down as an unadvised restricted access which we were not informed off prior to delivery which has then caused delays due to the vehicle size and access to delivery point. We are sorry for the delays and a member of our team has tried to contact you to try resolve this.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“Ordered tile trim and received an email saying there was a problem. Rang them and they said it had all been delivered and now I have spoken to the carrier service to deliver to my address because they wouldn't deliver to my door, no tile trim was delivered :[”
Hi Dean,
Thank you for taking the time to leave a review.
We are sorry to hear about the experience you have had with us. We are sorry that the courier service did not deliver to your door. We can see that this was sent direct from our manufacturer and we will certainly raise this with them. We can see that a member of our team has been in touch with you to resolve this.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“Ordered two titan pro joint, only one came, I complained about this so they said you will have one delivered the next day, that didn’t arrive, had a builder ready to do my job, do I had to pay him for the job he didn’t do. To be honest I’m fed up with this.”
Hi Paul,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. We are sorry for the issues with delivery with DPD. Unfortunately it looks like 1 was returned back to us due the item being damaged. However DPD have not informed us of this and can only apologise. I can see that my colleague has been in touch and send out replacements and resolve this issue.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“Would not use again. Delivery prices are ridiculous. Received a phone call 2 days are delivery due date to tell me there was delays to then finally receive the order and it be incorrect. Now have to await a email from customer service about returning my order and receiving a refund but still out of pocket largely from the overcharged delivery cost”
Hi Alison
Thank you for bringing this matter to our attention.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us. We place a real emphasis on service here at Pro Tiler Tools to provide prompt and efficient delivery.
I've double checked your order with our team and can that your order has now been delivered.
We really hope you'll give us another chance to impress you in the future.
Many Thanks,
Joanne - Pro Tiler Tools
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 have spoken to our FedEx account holder regarding this matter and refunded the extra cost of next day delivery for you.
Apologies for your experience, we are always striving to improve our service and your feedback is greatly appreciated.
Kind Regards,
Pro Tiler Tools
“Absolute joke sent wrong grout and paid £6.99 next day delivery before 12.30pm as job had to be finished that day . was told to send email with reference and correct grout would be delivered in the morning never turned up .
So left with 2 bags of grout I didn’t need . And £50 Out of pocket and a very unhappy customer”
Hi
Thank you for bringing this matter to our attention.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us as we place a real emphasis on service here at Pro Tiler Tools. We really hope you'll give us another chance to impress you in the future.
Many Thanks
Joanne- Pro Tiler Tools
“The delivery was placed on the footpath at the wrong place instead of at the address. I even spoke to the driver said someone was at home.
I had to lift and take each piece 50 to 60m to the house!!!!
The delivery was noticed by someone else otherwise it would have been potentiallY left to be taken by someone passing as it was on the footpath and a hazard.
Regards
Tahir”
Hi Tahir,
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. Unfortunately our courier service Pallex has let us down on this occasion with regards to delivery. We will make sure this is passed onto our courier service accounts holder regarding this issue. A member of our team have been in contact to try and resolve this for you.
“Will never use again. I couldn't get delivery to n.ireland. so I ask for a refund on the 23rd to be told they had cancelled the order and making a refund. I rang them again on the 25th to check the refund was issued. They told me it was. I rang again on the 28th to check because I hadn't received any emails about refund to be told it wasn't issued yet. So they lied to me on the 25th about refund being issued took over a week to get my money back”
Hello Glynn,
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 can see we tried to contact you regarding your EORI number as this was required to be shipped to your address.
I understand that this was not given, the order was cancelled. This meant the goods had to be returned to us. Once they were returned, the credit was raised 25/10/24.
I have had a look at the refund process and PayPal says there was a temporary hold on the refund. The refund was then completed 30/10/24.
If you ever have issues with your order, please contact our customer service team and we can look to resolve this.
Hi Owen,
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 issues you have had with your order. We can see that a standard delivery was put through on the order which is 1-3 working days. A member of our team has contacted you regarding the incorrect products to see if we can swap them over. We were informed by yourself that the products were destroyed so we would not be able to swap over. We again apologise for the inconvenience caused.
