“Do you really want a review ??
Misinformation on the order cost me 2.5 days of annoyance from the customer! If you need something urgently don’t rely on pro tiler tools”
“Missed the first delivery by DPD, the delivery agent chosen by you, as there was no time given; which is no help at all. The message about the second delivery attempt specified a femail delivery agent but I was met by an aggressive male who tried to push the door open to take a photograph.
DPD used to be a good delivery company but they have been trying hard and have now achieved equal status with Evri. Your choice reflects badly on you.”
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
Apologies for the experience that you have had with us. We will raise this matter with the DPD account manager as this is not the service we aim to provide.
We have tried to reach out to you to resolve this matter but unfortunately haven't had a response. We hope to get this resolved as quick as possible.
Many Thanks
Molly - Pro Tiler Tools
“I ordered 7 tubs of dry paving grout and 2 bags of paving sand, the delivery was ridiculously high at £80 for next day delivery! Then the delivery still didn't arrive for 2 days. When the delivery arrived both of the bags of paving sand had been ripped open, one was nearly empty and the other was about half empty. I have contacted them immediately and now 4 days later have still not received a response.”
“Ordered two items and the website said delivery would be £7. When I checked out I didn't notice that delivery had gone up to £14. One of the items (a heavy item) I ordered was out of stock so it's delivery didn't show up on the delivery estimate displayed when I decided to place my order. I wouldn't have ordered the items if it told me delivery was going to be £14. Other than the website failing to estimate the delivery cost the service was very good. Just make sure you check the amount you are paying for delivery before you make payment.”
“the pro joint polyseeep arrived in good condition on a samllpallet, would have eebn good to return that , but the delivery driver made it adverserial , no need, ignored me walked off on me when i said in the end you carnt just leave this on my neigbors drive.... he had no intention of telling me he was here i spotted him at 7:30 am had asked to be called on the order (but No). In the end he plulled the deliver over where i didnt want it , never asked where i did , no documentation or confirmation handed to me or ask me who i was and if this was the correct address !, i had to do this with the neibor distrubed by the truck who had come outside to see what wss going on on their property. They are a problem for me so I wont be repeating this ever that a msice mistake. blood prrsure raised i didt engage in an argument but it deserved one, then being chase for a review was going to let it go so antoher 15 mins gone. I feel stupid from the experience overall, simple mistake hard bit was good, they needd to look at delivery service”
Hello,
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. I am so sorry this has caused so much upset to you. I will feed this back to the courier. This is not the level of service we aim to achieve.
Please contact me on leaholiver@pttgroup.co.uk for future discounts - I will keep an eye on any orders and deliveries you make with us.
We really hope you'll give us another chance to impress you in the future.
Kind Regards,
Leah, Pro Tiler Tools
“Delivery delayed and I was waiting on the stuff for a job. This isn't the normal from ProTiler but annoying all the same. Still havent recieved the stuff.”
Hello,
Thank you for your feedback. We’re sorry for the inconvenience caused with your delivery.
As the order was being shipped to Ireland, deliveries can take approximately 3–5 working days. We understand that waiting for your order can be frustrating, and we’re pleased that our customer service team has now been able to resolve the issue for you.
We hope you’re happy with the resolution, and if so, we would really appreciate it if you would consider updating or upgrading your review to reflect the outcome. Your feedback is important to us and is greatly appreciated.
Thank you for your understanding and for giving us the opportunity to put things right.
PTT Group
“Courier failed to deliver on time and so project got delayed. Pro Tiler did chase the courier but still did not arrive on promised date. Choose the supplier for fast delivery times but based on my experience these times are not met”
Hi Sally,
Thank you for taking the time to leave a review.
We are sorry for the inconvenience caused with this. I can see a member of our team has reached out to you to resolve this issue. We are sorry for the experience you have had with us
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Hi Harvey,
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, and we will also be escalating the picking 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.
Hi Peter,
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.
“Ordered 2 different tile trims to be dispatched the next day. 2 days later I received a message saying that half of the order is not in stock and will be shipped in a few days. When I received the other half of the order was delivered a few days later, it was completely damaged (most likely courier companies fault) and it had to be re sent again. I waited over a week for these trims which delayed my whole project.”
Hi Ashraf,
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 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 of course we have already done so as quickly as possible. If you require anything further, please do let us know at your earliest convenience.
Many Thanks
Steve - Pro Tiler Tools
Hi Tom,
Thank you for your feedback. We apologise that your delivery took four days and arrived in two parts. We aim for quicker and more seamless deliveries, but occasionally external courier factors can result in delays or split shipments.
We understand this is not ideal and appreciate you bringing it to our attention. Your comments will be reviewed with our logistics partners to help prevent similar issues in future.
Kind regards,
Niamh- PTT GROUP
Hi Matthew,
Thank you for your feedback. We're sorry to hear that your delivery did not meet your expectations. While we always aim to provide next-day delivery wherever possible, occasionally delays can occur due to circumstances outside of our control, such as courier network issues or unforeseen logistical challenges.
We understand how frustrating this can be and apologise for any inconvenience caused. We appreciate your patience and your feedback, which helps us continue to improve our service.
Kind regards,
Niamh- PTT Group
“Unfortunately this has not been the best experience ordering from pro tiler.
Items have not been delivered as dates advised even after paying additional fees for next day delivery.
Items that have been delivered are incorrect and I’m still waiting for a resolution to this matter.”
Hi Nicholas,
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 explained in our email I understand your frustration and we have refunded your shipping costs, we are aware this has now been delivered now.
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
“Disappointed , ordered a week ago still awaiting product !!. Last info it was still in delay even though previously confirmed it had been dispatched .”
Hi Roger,
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 formal apology we did credit your full shipping back into your account.
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 Andrew,
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
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
