Hi Michael,
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 contact you to speak to you regarding finding products cheaper elsewhere. Unfortunately we have not been able to get in touch with you. At PTT, we offer a price match guaranteed and if any of our customers are able to find prices cheaper elsewhere we can match.
“Upto the point of ordering the experience was very good - however from that point it was anything but..
Paid an additional £30 for next day delivery (which is not an inconsiderable amount) but next day came and went without any goods received. Then when the goods were delivered, only part of the order showed up. I had to then wait until 7:30pm the following day to get the balance of the order - so 3more days than what was scheduled.
I’m sure FedEx play their part in this but nonetheless I’ve paid for a service I simply didn’t get. I’m sure a refund for not getting what I paid for will be forthcoming.
No complaints about the quality of the products - just very poor delivery and distribution.”
Hi Simon,
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. I can see that you ordered on Saturday 30th March at 21.22pm on a next working day. Unfortunately due to the bank holidays this would have left us on Tuesday 2nd May. I can see that the you received half of your order on the Wednesday 3rd April and the rest on the 4th April. I do apologise for the delays and we will raise this issue with our accounts manager at FedEX. I can see that my colleague has refunded you the next working day and that will be with you shortly.
“Good selection of stock, ordered the Karl Dahl wash boy set which showed a soft grip handle sponge but arrived with the replacement sponge with no soft grip. Did speak to staff but was advised it doesn’t come with the advertised soft grip handle sponge. The listing should be updated to reflect this if this is correct to avoid confusion.”
Hi Naeem,
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 contact with yourself and have explained the situation. We have sent out a replacement which hopefully should be with you. We are sorry for the inconvenience caused.
Hi Stephen,
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 these issues with our accounts manager at Pallex regarding this issue. I can see one of my colleagues has contacted you and refunded the shipping in full. We are sorry again for the inconvenience caused.
Hi Stuart,
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. Unfortunately it looks like these bags have been damaged in transit. We have been in contact with you to resolve this issue and have offered you 2 bags free of charge on your next order. We hope to serve you again.
“Finding the product and buying it is simple and easy. The product arrived promptly. However, the shopper experience could be improved by alerting the buyer about the compulsorily required tool to use with this product.”
Good morning Mary,
We are glad you found the product and ordering process nice and simple. We have tested your user journey recently and we do agree that the product tools should be attached and displayed on the ordering page. We have listened to your feedback and improved this to avoid this happening again.
Apologies this wasn't seen on our side before your ordering. It's feedback from our good customers which allows us to improve. If you require anything else, please give us a call and we will be happy to discount your order as a thank you.
Kind regards,
Stephen
Pro Tiler Tools
Thank you for your review of Pro Tiler Tools. We are humbled by your kind words and take pride in providing excellent customer service. We truly care about our customers and apologies that on this occasion you were let down by the courier. Unfortunately, couriers are currently in their peak times and are experiencing a lot more parcels than usual due to the Christmas Period.
If there is anything else we can do to make your experience even better, please don't hesitate to reach out. We're here to help!
“I’m really glad you do these reviews. However this was not the best of experiences as my item has still not been delivered. They said that today they are going to deliver it. I paid extra for next day delivery and I ordered my knee pads last week Wednesday. Today is Monday”
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 are glad the product met your expectation. As we have discussed the VAT is for your product and delivery charges. The product itself is just the one product and can be used as a prop/jack. We look forward to serving you again.
“Would’ve been 5/5 but recently they’ve stopped offering a very good trade discount (£4 off on a £100 plus order compared to normal pricing is a joke) so by the time you add delivery on they’re actually quite a bit more expensive than purchasing from a local merchant. Promotional items have been poor too compared to last year too.”
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 been in contact with yourself to speak to you regarding this. As explained on the phone trade discount varies on certain products and brand. We have had a look through your orders and can see that there has been Trade discount applied, however the items you have purchased we have applied the most discount we can on them products. We have forward your email and contact number to a member of staff who will be in contact to set up an account for you.
Hi Glen,
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. We have forwarded on this review to Genesis regarding the quality of the product. We appreciate your honest feedback and are happy to hear you received excellent service throughout. We look forward to serving you again.
“Unfortunately for the second time incorrect order received incorrect colour grout,wrong size tile trims ordered 10mm recieved 8mm very poor order management!!”
Hi Malcolm,
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 the experience you have received. We will raise this issue with our team and we apologise for this mistake. If you ever have any problems in the future please give us a call and we can look at resolving any issues as quickly as we can. We look forward to serving 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
Hi Paul,
Thank you very much for taking the time to leave us a review, and for shopping with Pro Tiler Tools.
We are delighted to hear that you was happy with the prices and service you received. With regards to delivery costs this is done off weight and size rather than quantity. We can see that your ordered 20 bags of adhesive along with 4 bags of grout which would need to be palletised. We would love to charge less, however this is what we get charged from our courier services.
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
“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
