Thank you for your feedback, and I’m sorry to hear about your frustration.
To clarify, while we currently use invoice/order numbers, we do provide both an order number and a date with every transaction, which you can use for your tracking and reconciliation purposes.
If you’d like to share your order number and the date of the transaction, I’d be happy to look into your account personally and assist further. Thank you again for bringing this to our attention.
“Not a great experience.
Paid £150 for delivery. Only 3 out of 4 packages were delivered initially, 6 days later the remaining parts of the order arrived after much chasing (the excuse was it came directly from the supplier).
The package I had delivered from PTT directly didn't contain what I'd ordered at all and had to wait another couple of days for the correct items to arrive.
Completley ignored repeatedly by PTT when I suggested perhaps as goodwill they should refund either part or all of the huge delivery costs to compensate me for both my time and delays.
In future, I'll buy locally.”
“Ordered product that was showing in stock online only to find that it was not in stock so a day wasted.Had to get a refund and look elsewhere so not great really for a first order! Perhaps upgrade your ERP system to link to your stock levels on your website so this accurately reflects your position.”
Thank you for sharing your experience, and I’m truly sorry to hear that your first order with us ended in frustration. I completely understand how disappointing it must have been to wait for a product that turned out to be out of stock, especially after seeing it listed as available online.
You're absolutely right to expect accurate stock information, and I apologise for the wasted time and the need to seek a refund. This is not the first impression we want to leave. However we did try and contact you regarding this issue as soon as we were made aware.
Your suggestion about improving our ERP system to better sync with website stock levels is very valid, and I’ve passed it on to our technical team for urgent review. We are actively working to prevent this type of issue from happening again.
Morning Peter,
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 have double checked your order with our team, I can confirm that your order was delivered within the standard 1-3 working day service, you placed the order online which automatically shows you the cost of both the product and the shipping charge which resulted in you placing an order based on the prices available. Unfortunately, we have to pay the same cost to our couriers which is why we must charge our customers as would all businesses within the trade.
We place a real emphasis on quality here at Pro Tiler Tools, carrying out rigorous quality checks to ensure our customers enjoy their experience with us. I really hope you'll give us another chance to impress you in the future.
Many Thanks,
Danny Mackintosh - Pro Tiler Tools
“Ordered a whisk to fit my mixer and the website wasn’t clear so ending up buying a non compatible part. Had to pay half the worth of whisk just to send it back.”
Morning Neil,,
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 can see you placed the order online without any contact with our sales or customer services team which has unfortunately resulted in you purchasing the incorrect product. In future, if you need assistance feel free to contact us and we can advise where required.
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,
Danny Mackintosh
Pro Tiler Tools
“Not a brilliant experience if I’m honest. I just needed some trim corners, valued at less than £2 each, (that in itself is a bit on the dear side, see photos). The postage was many times their value, and more again for one day delivery. The delivery was late by a day, causing me to delay the job by a full day. After I complained, they refunded the one day delivery charge. In other words, the absolute minimum. Nothing for wasted time or irritated customers. I won’t be in a hurry to use them again. I’m sure other companies would be better at fixing things.”
Morning John,
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.
Having investigated your order, I can see you placed the order online which shows the cost of the products you are purchasing along with the shipping charges available. If you had contacted us, we potentially could have assisted if you had a cheaper price through an alternative supplier but without being informed we cannot help.
We would like to sincerely apologise your delivery arrived late from the courier, we have credited the shipping charge as this was unacceptable. 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 will give us another chance to impress you in the future, if you was to contact us directly we should be able to give you a better experience second time round.
Many Thanks,
Danny Mackintosh
Pro Tiler Tools
“I have improved my review score and updated my review. Pro Tiler Tools, they have been quick to respond, refunded the delivery charge and given a discount on my next purchase. Credit to the company - their customer service team have been excellent. Let's hope they can find a reliable courier going forward.
My original feedback:
"Though not directly Pro Tiler Tools' fault, their choice of courier/distributor has led to this review score. The website clearly states a 1-2 working day delivery but this has been missed on this occasion. I made the order on a Tuesday morning, and I am still yet to recieve the materials the following Monday. My advice to Pro Tiler Tools would be to ensure they partner with a reliable and punctual courier service. In a service economy where most products can now be delivered the next day - it's critical that their service matches or beats this consistently. Otherwise customers like myself will simply not return, and instead use a competitor."”
Hi Graham,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. We are sorry to hear that there were delays with the courier service. Unfortunately issues with delivery is completely out of our hands and we can only apologise for this. At PTT, our dedicated team will strive to resolve any issues that arise as quickly as possible.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“Disappointed in the dispatch time - ordered last Friday as wanted it here by Wednesday, as that’s when my slabs and materials were arriving, so as I could be laying first thing Thursday - but the order wasn’t dispatched until Wednesday and won’t be delivered till 2:30-3:30 meaning I’ve wasted almost a whole day as I can’t start laying without the levelling clips”
“When my order arrived all that was in it was a empty plastic box and no blades or buffering blades this made that days work very hard as I had tilers turning up to lay the tiles but no blades so wasted a morning trying to find a local company who sold blades so we could get to work ! A lovely lady called Joanne rang me Monday to sort out the issue and gave me some compensation”
Hi Peter,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. At PTT, we strive provide a efficient and prompt service. Unfortunately we have fallen short on this occasion and we can only apologise for this. We are pleased that our colleague Joanne was able to assist you and get this sorted.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
“Had to wait a little longer than expected to receive the goods as half was shipped before the other half, but Pro Tiler Tools apologised, amended the order and refunded my shipping costs...
Goods were faultless...”
Hi William,
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. This is certainly not the experience we want to provide at PTT. We can see that half of the order was dispatched, however the other half was not due to being out of stock. Unfortunately it looks like there was a system error and once we were made aware, we were able to swap the out of stock item over and get this out for delivery. I can see that my colleague refunded you the delivery charges and tried to resolve the issue as quickly as possible. We are sorry again for the inconvenience caused.
“Order and dispatch good. Paid for before 12 next day. Didn't arrive until 4pm ish by which time I'd lost my tiler for the day. Not so good. Called twice, first was advised to give it an hour. Second time you would contact FedEx heard nothing back from you. Dont think agreed refund has been processed yet either. All not great, could have been more proactive.”
Hi David,
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 placed your order on the 17/8/24 on a pre 12.30 delivery service. This was sent with Fedex. We can then see this was delivered at 15.39 and do apologise for the inconvenience caused with this. I can see that we did try to contact Fedex regarding your delivery and was told this was in the van for delivery. Unfortunately the Fedex customer service team were unable to provide an accurate time for delivery or the location of the driver. We can then see that the delivery charges were all refunded and will go back onto the card that you paid with.
“Always issues with next day delivery now to mainland Scotland. Never used to be a problem. Website isn't specific about next day delivery to mainland Scotland not guaranteed for all items.”
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. At PTT, we do strive to get orders to our customer as quickly as possible. Unfortunately we have been let down by our courier service on this occasion. In our terms and conditions it states that orders going to Scotland, Ireland, Northern Ireland etc these can take up to 1-3 days. We are currently working on applying this notification on our basket screen to make our customers aware going forward.
Hi Jacob,
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 delay with your order and this resulting in cancelling your order. At PTT, we strive to get our customers their orders to them promptly. However on this occasion we have been let down by our courier service Fedex. We can see that the refund has all been processed and this will be back with you shortly.
Hi Chris,
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 that you placed a order on Friday on a standard 1-3 working day delivery service. I can then see that your order arrived on Wednesday on the 3rd working day, which is still in the time frame. In regards to the delivery cost we would love to charge less and due to the order being for a 2.5m trim this is what we are charge from our courier service. We are competitive in the market and we have one of the latest dispatch times in the industry at 6pm.
“Hello
Sadly I have not been able to use the machine as it was meant to get dropped off and left in a safe place the day before I needed it but they would not leave it without a signature so I rung them and they said it will be next day drop off and it came at 3 in the afternoon which I had to change plans to do my job . I do not say to leave in a safe place if you will not leave it”
Hi Peter,
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 apologise that your request on the order was not met by our courier service DX. Our courier service DX policy is that orders need to be signed for. This covers insurance policies and are not able to leave orders without consent. We understand the frustration with them not leaving even though there was notes on the order. We will raise this issue with our accounts manager at DX.
“Revised review as requested:
The issue has still not been dealt with. Had a phone call from someone saying the manager of the third party will email me. I never received an email and still waiting. It has been weeks now!! Still a mess all over our path. Really disappointed.
Easy to order online. Order arrived when they said it would. Delivery was not great in terms of care. One bag broke but delivery driver continued to drag it across the road, path and onto property causing issues to all areas without listening, and locals have complained. Substance does not wash off and still waiting to hear back from the company. They were quick to replace the broken bag which was good but still waiting to hear regarding issues with damaged caused.”
“The price was competitive and everything did eventually make it to me.. However, customer service is lacking and despite phoning up 3 times in one day and speaking to someone, they didn’t act upon what they told me upon problems with the delivery.”
Hi Peter,
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 18/9/23 for a next working day. We can see that our courier service pallex tried to deliver on 19/9/23 in the morning, however no one was in and they did attempt to contact yourself upon delivery. Unfortunately we could not refund the shipping as this was planned and was on time, but delivery was not able to be done due to no one being able to receive this.
“I ordered 30 sq m and 20 came on a single roll. However the remaining 19 came in 5 or 6 offcuts which I think is not on. I know you can butt join the membrane but I will likely have to cut these offcuts to size so will end up with many awkward small pieces to lay. It is very expensive so I would not expect to be taking bits that you really ought to be recycling.
Disappointed.
RESOLUTION - ProTiler got back to me and have now sent me a replacement complete piece for the off cuts.
Good customer service following initial error. Am very pleased and would now order from them again.”
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 are sorry to hear about your experience with us. We will raise this with our warehouse team. We are though glad to hear that this issue was resolved promptly. At PTT, we strive to resolve any issues promptly. We look forward to serving you again.
