“My opinion of pro tiler tools and each member of staff I have dealt with has been great but unfortunately all of that has been undermined by the delivery process. After paying for next day DPD didn’t make it and then lied about attempting delivery. When the delivery was completed the following day it was thrown at the door and as a consequence the box broke and the one of the two bags of grout I’d ordered split. The box that split also had at least four Pro Tiler advertising slips of paper that I had to collect from around the customers garden and the neighbours garden. I hope to use you again as I’m sure this is an isolated incident but based on this experience your getting a well deserved one star.”
“I've had absolutely nothing but excuses after I purchased apro £1000 worth of materials , firstly I paid for the goods on Thursday after being recommended your company by a friend , on Monday the following week I got a call to say that what I bought was out of stock , I said I will accept equal quality replacements , I was told it would be delivered next day ,,, Tuesday came and went , I again called saying that one of the workers would wait onsite till 6 pm incase the delivery would arrive ,, now we're into Wednesday,I called again to be told that it's a delay at the hub !,, now I'm expecting it this afternoon, not a great start for a new customer at all ,, if I would have placed this order with my usual supplier it would have cost me £48 more however since I was recommended this company I decided to give it a try ,, to be honest it's been a complete DISASTER”
We have been in touch with you directly to try and resolve this issue, but unfortunately we haven’t heard back yet. Please know that we are still very keen to make things right for you. Could you kindly check your spam or junk folder for our messages, or feel free to reach out to us directly at [your email/phone number]?
We want to ensure you receive the correct colour as quickly as possible, and we will cover all costs associated with the exchange. Your satisfaction is very important to us, and we’re sorry again for the initial mistake.
“Most of the Goods didnt arrive although I paid over £60 for next day delivery. They were kind and understanding but that didnt help with angry tilers on site I had to pay who came for nothing.
Part 2:
Had to resort to purchase alternative and more expensive substitute at Selco. Mats arrived after the Easter weekend.
Part 3:
Goods were supposed to arrive on 2nd of April, we are now on the 15th. Asked for a refund for £££ of goods, DPD driver failed to collect more than 3 times in a row. As of now - We are out of pocket over £300.00
Pro tiler would not refund the matting until matting is collected but DPD is failing to collect.
The experience is only getting worse. Good will but poor outcome.”
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.
