“Item recieved not as website description.
I have been in touch asking for a refund and return postage to be covered and recived a reply asking me to follow thier returns policy. This would mean that not only I would have to pay to return incorrect items but the postage I paid to have them delivered would not be refunded, although their returns policy wasn't clear on this matter. I have replied to thier email asking again for a full refund with return carrage paid but have not yet had a response.”
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.
Hi Vasyl
Thank you for bringing this matter to our attention.
We have replaced the product for you and have tried to contact you to confirm that you are happy with the new Grout Remover tool but have been unsuccessful, we have returned the faulty item to the supplier, and we would like to apologies for any inconvenience caused
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
“I paid for next day delivery.... the delivery did not arrive. After expressing my disappointment I was contact by pro tiler, they apologised and refunded the delivery charge.”
Hi Caroline,
We’re sorry to hear that your delivery was late and that the service did not meet your expectations. We understand how important timely delivery is and are actively working to improve our shipping processes. Your experience is important to us, and we appreciate you bringing this to our attention.It looks as if this was delayed at our Fedex depot. I believe a member of our customer service team has contacted you to resolve this issue.
As a business, all reviews are important to us. We really hope you'll give us another chance to impress you in the future
Many Thanks
PTT Group
“You are only as good as your last delivery and therefore i am can only to rate your servise as exceptionally poor.
Paid for next day delivery, but once again promises that we wuold get it early morning delivery the next day was once again broken. Have been informed that now the delivery will be between 3.00 and 5.00.
I have had to send my floor layer home today and therefore we will be looking for Pro Tile to reimburse Comfort Building Services.”
Hello Gordon,
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 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.
I've double checked your orders with our team and can confirm that unfortunately we were let down by our couriers on this occasion as they did not deliver this in the committed time.
I hope we get the chance to impress you again and make sure this does not leave a lasting impression.
Kind regards,
Niamh- PTT Group
Hello Nicholas,
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 that you found us to be very expensive.
We pride ourselves on providing competitive prices and offering the best price on the market.
To help to resolve this, please give us a call on 01604859800.
We look forward to hearing from you.
Pro Tiler Tools
Hi Nicholas,
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 13/6/24 on a next working day service. We can also see that the were some issues with Fedex our courier service and we apologise for the inconvenience caused with this. We can see that you contacted us asking us to cancel and refund the order which we did on the 18/6/24. The refund can take upto 5 days to go back onto your card. At PTT, we value all of customers and would never ignore our customers. We would suggest checking your bank as this will be back with you now.
“The Levelling items I ordered weren't compatible with one another (no additional info n these items in terms of sizes and what works with what on the website) the adhesive I ordered took almost a week to turn up and when it did it, the packaging was all torn with the adhesive spilt out all over the box.
Poor overall.”
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 can see that you ordered the Peygran 3mm spacers and the Premtool wedges. The Peygran clips will have their own wedges that will be listed in the related products on the product. If you have any issues with products our dedicated customer service team are always on hand to provide assistance. We can see that you placed your order on the 22nd on a standard 1-3 day delivery service. We can see that this was delivered on the 24th on the 2nd working day.
“Ordered items to be told it was out of stock when I called to query non delivery. Item ls were changed to alternative, but when items arrived they had been picked incorrectly. Thus yet another call to re request the correct items. I was then advised that they would be delivered the following day, but the request wasn't picked up by the team in time so would then be delivered the following day. Received an update from FedEx advising that the items had been delivered at 10.53pm which was incorrect. Delivery is now scheduled for today between 8.40 and 12.40 after several more phone calls. It is now 1.30pm and am still waiting for the wetroom decks. 3 working days lost, yet to be advised on compensation.”
Hi Gareth,
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 incorrect items arriving and the issues with delivery. We will raise these issues with the relevant parties. At PTT, we strive to provide exceptional customer service throughout and we are sorry we have fallen short of this. A member of our team has been incontact to resolve this.
