“Order made for next day delivery, no delivery. 4 days later still no delivery. I cancelled the order and had to buy elsewhere. Following day delivery company attended to collect undelivered order!!!! 5 days after cancellation I’m still awaiting refund.”
Good afternoon,
Thank you for your time during our telephone call yesterday, it was great to speak with you.
We are sorry again to hear that you feel you had a poor experience with us and we really hope you'll give us another chance to impress you in the future.
Kind Regards,
Steve - Pro Tiler Tools
Hi Linda,
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 order with our team and can confirm that your product needed to be ordered in from the manufacturer, which caused the delay.
We have refunded your delivery charge as a goodwill gesture and really hope you will give us another chance to impress you in the future.
Many Thanks,
Steve - Pro Tiler Tools
“Poor service, poor customer service. DO NOT USE. If you leave a bad review they harass you to trying to change it, such poor professionalism from such a poor company. There are better places out there with better customer service. After asking them to stop harassing me they are doing it again so I will be reporting the company for it now.”
Hi Remi,
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.
On review of your order, I can see it was placed at 9:12pm on Friday 12th June 2026 and was delivered on Tuesday 16th June 2026. We are sorry to hear you feel you had a poor experience with us; however, our website does confirm the following information:
https://www.protilertools.co.uk/delivery#delivery_order_delivery_information
"Our Next Working Day cut-off is 9PM. We do not dispatch orders on Saturdays or Sundays. Saturday and Sunday are not working days. If you require a weekend delivery, please select a Saturday or Sunday delivery option at checkout."
As per the above, your order being delivered on the 16th June 2026 was correct and within time. Unfortunately, there is nothing more that we can do in this case and we would appreciate it if you could revise your review from 1 star at your earliest convenience.
Many Thanks
Steve - Pro Tiler Tools
“Paid extra for urgent delivery which didnt arrive with no comms, made contact myself to be told it would be with me Monday. No comms untill i chased only to find tht these were damaged in transit. This led to additional cost of engineers on site as they were there specifically to install these.
No apologie received for the inconvenience.
New consignment has been received today.
No compensation offered - Very poor”
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 you feel you had a poor experience with us and we can appreciate your frustration. However we, nor FedEx, are liable for costs/charges outside of the value of the products or delivery.
We utilise leading couriers to serve customers nationwide, although, despite the high standards, delays and damages in transit are still possible and unfortunately out of our control, and sometimes even the couriers.
We are required to replace any damaged items which, as per your review, you received on the 30th June 2026.
We also refunded your delivery charge as a goodwill gesture. Unfortunately, there is nothing more that we can do and brings this case to a close.
If you require anything aside from the matters above, please let us know.
Many Thanks
Steve - Pro Tiler Tools
“Terrible service .paid for next day delivery ...they lost my order .not the first time there lost zn order .won't be using them again .Will be pitting this on tilers forums too .”
Hi Alex,
We're very sorry to hear about your experience and understand your frustration. We appreciate that paying for next day delivery comes with an expectation that your order will arrive on time, and we're disappointed that this wasn't the case.
We sincerely apologise for the inconvenience caused and regret that we have let you down. Customer satisfaction is very important to us, and we take feedback like yours seriously as we work to improve our service. If there is anything further we can do to assist, please don't hesitate to contact us directly.
Kind regards,
Niamh- PTT Group
Hi Joby,
Thank you for your review. We're sorry to hear that you have not yet received your order.
We have attempted to contact you to discuss this and help resolve the issue as quickly as possible. Could you please give us a call at your earliest convenience? We'd like to investigate the situation and work with you to find a satisfactory resolution.
We look forward to hearing from you soon.
Kind regards,
Niamh- PTT Group
“Ordering on line is great.
Actually getting the goods delivered is a joke !!!
Really got messed around by the delivery courier company who you use!!
Tarnishes a normally good company.”
Hi,
Thank you for taking the time to leave a review. We did reach out to yourself and try to resolve any confusion or matter at all but I cannot see that we have had a response.
I'm sorry for any inconvenience this caused and I'm sorry we didn't meet your expectations.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Many Thanks,
Leah
“The disc I brought was faulty now trying to get a refund or a replacement seems so hard (frustrating) as you have to go back to the manufacturer I brought the disc from you very disappointed”
Good afternoon Tony,
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.
I've double checked your order with our team and can see a replacement blade was delivered by Rubi on the 17th June 2026.
We would like to apologise sincerely that you had a poor experience with us. We place a real emphasis on quality here at Pro Tiler Tools and we really hope you'll give us another chance to impress you in the future.
Many Thanks,
Steve - Pro Tiler Tools
“Only ordered some vinyl glue on a 1 - 3 day delivery, told they were experiencing delays. The said wouldn't be delivering - ordered some more from someone else and guess what ......yep both lots turned up which is great if I were in the trade but I'm not so I've a mass of glue I don't need
Not great and expected more.
Disappointed from SW16”
Good Morning David,
Sorry to hear about the issues with your order and experience with us. Unfortunately we have had some severe delays in our warehouse which we have been proactively trying to notify our customers regarding. We have processed the full refund and we hope you trust us again in the future.
PTT Group
Hi Graeme,
We sincerely apologise for the delay with your order; we sincerely apologise for any inconvenience this has caused.
We were experiencing delays as volume have been higher then usual. Our team is working around the clock to get things back on track.
We appreciate your understanding, we have contacted you to resolve this issue and offer a refund.
If you wish to shop with us again, please do not hesitate to contact us. We hope to impress you in the future.
Kind Regards,
Leah
PTT Group
Hi Lee,
Thank you for taking the time to leave a review.
We did reach out to yourself and try to resolve any confusion or matter at all but I cannot see that we have had a response. I'm sorry for any inconvenience this caused and I'm sorry we didn't meet your expectations.
Unfortunately we are not open during bank holidays so there was a delay in responding but we did address this matter as soon as we reopened.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Many Thanks,
Leah
Hi Surinder,
Thank you for taking the time to leave a review.
We did reach out to yourself and try to resolve any confusion or matter at all but I cannot see that we have had further response. We wanted to be able to offer support and guidance and speak with the manufacturer for you.
I'm sorry for any inconvenience this caused and I'm sorry we didn't meet your expectations.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Many Thanks,
Leah
“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.
