“Order and dispatch good. Paid for before 12 next day. Didn't arrive until 4pm ish by which time I'd lost my tiler for the day. Not so good. Called twice, first was advised to give it an hour. Second time you would contact FedEx heard nothing back from you. Dont think agreed refund has been processed yet either. All not great, could have been more proactive.”
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 can see that you placed your order on the 17/8/24 on a pre 12.30 delivery service. This was sent with Fedex. We can then see this was delivered at 15.39 and do apologise for the inconvenience caused with this. I can see that we did try to contact Fedex regarding your delivery and was told this was in the van for delivery. Unfortunately the Fedex customer service team were unable to provide an accurate time for delivery or the location of the driver. We can then see that the delivery charges were all refunded and will go back onto the card that you paid with.
“Always issues with next day delivery now to mainland Scotland. Never used to be a problem. Website isn't specific about next day delivery to mainland Scotland not guaranteed for all items.”
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. At PTT, we do strive to get orders to our customer as quickly as possible. Unfortunately we have been let down by our courier service on this occasion. In our terms and conditions it states that orders going to Scotland, Ireland, Northern Ireland etc these can take up to 1-3 days. We are currently working on applying this notification on our basket screen to make our customers aware going forward.
Hi Jacob,
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 do apologise for the delay with your order and this resulting in cancelling your order. At PTT, we strive to get our customers their orders to them promptly. However on this occasion we have been let down by our courier service Fedex. We can see that the refund has all been processed and this will be back with you shortly.
Hi Chris,
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 that you placed a order on Friday on a standard 1-3 working day delivery service. I can then see that your order arrived on Wednesday on the 3rd working day, which is still in the time frame. In regards to the delivery cost we would love to charge less and due to the order being for a 2.5m trim this is what we are charge from our courier service. We are competitive in the market and we have one of the latest dispatch times in the industry at 6pm.
“Hello
Sadly I have not been able to use the machine as it was meant to get dropped off and left in a safe place the day before I needed it but they would not leave it without a signature so I rung them and they said it will be next day drop off and it came at 3 in the afternoon which I had to change plans to do my job . I do not say to leave in a safe place if you will not leave it”
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 to hear about your experience with us. We apologise that your request on the order was not met by our courier service DX. Our courier service DX policy is that orders need to be signed for. This covers insurance policies and are not able to leave orders without consent. We understand the frustration with them not leaving even though there was notes on the order. We will raise this issue with our accounts manager at DX.
“Revised review as requested:
The issue has still not been dealt with. Had a phone call from someone saying the manager of the third party will email me. I never received an email and still waiting. It has been weeks now!! Still a mess all over our path. Really disappointed.
Easy to order online. Order arrived when they said it would. Delivery was not great in terms of care. One bag broke but delivery driver continued to drag it across the road, path and onto property causing issues to all areas without listening, and locals have complained. Substance does not wash off and still waiting to hear back from the company. They were quick to replace the broken bag which was good but still waiting to hear regarding issues with damaged caused.”
“The price was competitive and everything did eventually make it to me.. However, customer service is lacking and despite phoning up 3 times in one day and speaking to someone, they didn’t act upon what they told me upon problems with the delivery.”
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 to hear about your experience with us. We can see that you ordered on 18/9/23 for a next working day. We can see that our courier service pallex tried to deliver on 19/9/23 in the morning, however no one was in and they did attempt to contact yourself upon delivery. Unfortunately we could not refund the shipping as this was planned and was on time, but delivery was not able to be done due to no one being able to receive this.
“I ordered 30 sq m and 20 came on a single roll. However the remaining 19 came in 5 or 6 offcuts which I think is not on. I know you can butt join the membrane but I will likely have to cut these offcuts to size so will end up with many awkward small pieces to lay. It is very expensive so I would not expect to be taking bits that you really ought to be recycling.
Disappointed.
RESOLUTION - ProTiler got back to me and have now sent me a replacement complete piece for the off cuts.
Good customer service following initial error. Am very pleased and would now order from them again.”
Hi Mike,
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 will raise this with our warehouse team. We are though glad to hear that this issue was resolved promptly. At PTT, we strive to resolve any issues promptly. We look forward to serving you again.
“Quick delivery of some tile edging that I ordered and expertly packed.
Unfortunately every edge bar 1 was bent, which given the packaging must have meant that they were bent before being packed.
Pro tiler have processed a refund after I raised the issue, but they have not told me how much ….”
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 checked CCTV on the packaging of you order and can not see anything obvious that would have caused this. We appreciate that everything was packaged well but there is a chance this could have happened in transit. I can see that a partial refund has been issued for this and this should be back with you.
“Had an issues with a product I brought and when the complaint went threw I have a call to explain that they won't refund as this the disc has not given me the DERSIRE look.
I have had other products before and have been great but they need to be abit more clear with what they are selling from there suppliers”
Hi Terry,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
Thank you for taking the time to speak to me over the phone yesterday. Again apologises in regards to the explanation and recommendation you received with your order. We strive to provide helpful and efficient service throughout the process. We hope that we will 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
“Product is ok but I paid for next day delivery because I had a timeline to meet. The next day I got a message to say delivery delayed due to operational issues. I understand these things happen but I was irritated that I had paid the extra.”
Hi Andrew,
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.
We apologise for any inconvenience or dissatisfaction you may have experienced, and we appreciate the opportunity to address your concerns. We have investigated this with fedex and they have informed us of a operational delay which then lead to your next day delivery arriving a day late. We have refunded you the next working day delivery charges. Our goal at PTT is to ensure your complete satisfaction and we will raise this with our Fedex account manager.
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
“I would’ve ordered more but the £12 postage for two items was okay-ish, but I added another item costing very minimal and it was then going to cost me an extra £12. It was cheaper for me to buy elsewhere because your postage was then charging me 24 quid, but if I did separated the order, it was less to order twice with you”
Hi Chris,
Thanks for your time today and for accepting my call. Hopefully, I have explained why the delivery charges vary. When combining the items, the size and weight would require a pallet. This is £45 + vat, in reality, this would cost us around £120 + vat to ship. When splitting down into two separate orders we can send them as parcels via DPD. This is why it would work out cheaper at £24 + for the two separate deliveries. With the distance of over 500 miles from Northampton to Elgin you should find these very competitive delivery charges.
If you need anything else I have emailed you personally and with the Benfer on offer as discussed.
Thanks again for your time, please give me a shout if you require anything further.
Many thanks.
Luke
Commercial Manager
Pro Tiler Tools
“Delivery organised well in advance but still didn’t deliver on day was promised, after me taking a day off work.
Got promised a call back to confirm if delivery charge was getting refunded as way of apology… still waiting for that call”
Hi Paul,
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.
I am very sorry to hear about this and would like to apologise for the inconvenience this may have caused. I have raised this issue with our sales team who will be in contact with you as soon as 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 you.
Many Thanks
Jay - Pro Tiler Tools
Hi Richard,
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 sorry to hear that you experienced an issue with your delivery and we apologise for any inconvenience caused. Unfortunately, your delivery was delayed by our courier partner due to unforeseen circumstances. As you had free delivery due to the contents of your order, we cannot refund you any delivery fees. However, as a gesture of goodwill, one of my colleagues will be in touch to discuss rates on your next order.
We hope you give us another chance in the future. 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 find what you need.
Many Thanks
Jay - Pro Tiler Tools
“2 stars just because of there delivery partnerships absolutely usless... to track the pallet is impossible before you place a order ask who's delivering it if its pallex or cfs shop else where”
Hi Lee,
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 you are not happy with the courier service provided and apologise for any inconvenience that it may have caused. I have passed this information over to our sales team who will investigate further into the matter so we can provide 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.
Many Thanks
Jay - Pro Tiler Tools
Hi Lachlan,
Thank you very much for taking the time to leave a review, and for shopping with Pro Tiler Tools.
We are sorry to hear you've had an issue with your delivery and apologise for any inconvenience caused. After having a look into your order I can confirm that we, unfortunately, experienced a technical issue. The particular postcode you have selected should not be eligible for 'Next day delivery' due to its remote location. Unfortunately, our courier did not notify us about this and defaulted your order to a 3-5 day service.
To ensure this is resolved we've changed this on our website for your location and contacted our couriers to reconfirm remote location delivery timescales. I have passed this information over to our sales team and I believe my colleague has refunded your delivery charge and confirmed your delivery is due today.
If you have any other queries, 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 Damian,
Thank you very much for taking the time to leave a review, and for shopping with Pro Tiler Tools.
I have taken a look into your order and can see there was an issue at a courier's depot which is the reason for the delay. We want to apologise for this and any inconvenience it 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.
We hope to welcome you back again soon!
Many Thanks
Jay - Pro Tiler Tools
Hi Soeren,
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 the inconvenience. I have passed this information over to one of our sales team members so we can resolve this as soon as possible. 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.
We hope to welcome you back again soon!
Many Thanks
Jay - Pro Tiler Tools
Hi Jeremy,
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 the inconvenience. We are in the process of reviewing your order so we can find out what went wrong.
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.
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 very sorry to hear about this and apologise for any inconvenience it may have caused. I have asked one of our sales team members to get in contact so we can investigate this further.
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 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
