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 apologise for the service you have received. We have escalated this matter internally so we can provide a better service in the future. If there is anything else you need in the meantime do not hesitate to contact us.
Many Thanks
PTT Group
“Delivered wrong trims.
Phoned up and was told I would get replacements the following day, nothing arrived.
Phoned back again and was told they were going to be delivered again the following day, nothing arrived.
Phoned back again and was told they were damaged in transit and I will receive them the next day.
Cancelled order I have completely lost faith in this company.”
Hi Jon,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. We will be raising this matter internally and also with the courier that damaged the original item. Unfortunately items can get damaged in transit and can only apologise for this issue. We will speak to our warehouse team regarding the error in picking.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“Absolutely terrible service. Every time I order from you guys there a problem with delivieries. It has affected jobs a few times now and your staff are very rude and unhelpful to solve a problem.”
“Had dpm liquid delivered product was leaking through the cardboard box.
Had to bring it back to your yard to exchange from Milton Keynes, no refund for delivery or my time to bring it back for exchange”
Hi Robert,
Thank you for taking the time to leave a review.
We’re sorry to hear that the product arrived damaged and was leaking through the packaging, and we appreciate the inconvenience this caused, particularly having to return to our yard in Milton Keynes for an exchange.
We can see that the issue has now been resolved. Unfortunately, damages can occasionally occur during transit, despite our best efforts to ensure products are securely packaged for delivery. We’re sorry for the inconvenience caused and appreciate your understanding.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Thanks
PTT Group
“Grinding wheel that was sent does not do job as described, chipping tiles badly.
Sent message to you asking for a refund and was told you do not refund on used goods.
I was not to know that the grinding wheel was not a quality product before using it.
Stay away from this company, poor quality products.”
Hi Paul,
Thank you for taking the time to leave a review.
We’re sorry to hear about the issues you experienced with the grinding wheel. A member of our team has been in touch with you directly to discuss this further.
With products such as grinding wheels, we do need to establish that the item has been used correctly and on the appropriate products and materials, so we can properly investigate the issue.
We apologise for the frustration caused and hope we can work towards a satisfactory resolution with you.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“I went to grout my job today. I mixed the first batch. No issues. Went to mix the 2nd batch and the the wrong colour had been sent. The safety tab had been broken and the bag had been opened. I needed to complete the job that day so I had to grind out and pressuree wash everything off and go to Topps Tiles and get some BAL grout. Not happy at all! If I order 2 tubes for stone grey that’s what I expect. Not one limestone and one stone grey. Also the websites quoted £35 for next day delivery but it ended up being £48 + Vat. Ver disappointed with the service. Both tubs were some stone grey but the contents were different. Probably a return I suspect. £250 wasted. Had to pay my labourer and it made me look very unproffesional in front of my customer.
Edit. This company has not left me alone for this review. They said they will refunds the £50ish delivery fee and want me to remove my review because of it. All I wanted was an apology. Mistakes happen. But I have been met with harrasment and rudness. I'd avoid them completely.”
Hi Liam
Thank you for taking the time to leave a review.
We’re very sorry for the issues you experienced and understand how frustrating this must have been, particularly with the impact on your job. We have been in touch with you directly to work towards a resolution, and we will also be escalating the picking error with our warehouse team to help prevent this happening again. We sincerely apologise for the inconvenience caused.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Good Afternoon Florin,
Thanks for your review.
A member of our team has been in touch to resolve this and hopefully the review has not been sorted.
We are again sorry for the inconvenience caused and we hope to order from you again soon.
Thanks
PTT Group
Hi Brenda,
Thank you for taking the time to leave a review.
We’re very sorry for the issues you experienced and understand how frustrating this must have been.
We have been in touch with you directly to work towards a resolution. We sincerely apologise for the inconvenience caused.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“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
