“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
“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.
