“They have a good range of products. However, the website is awful. Every time I added something to the basket and kept shopping it would randomly delete things, over and over again, and I was doing a big (£1000+ ) order. So I had to resort to writing everything down on a piece of paper, with the prices, and checking against it. Things got deleted more than three times over.
I still have the paper list I checked against before ordering, and they sent me double the amount of Ditra mat I needed, so an extra £40 or so which I didn’t need.
I would have used a different website but they had next day delivery for £35, except half the order didn’t arrive the next day anyway so I couldn’t start the job. I had to email specifically to ask for the £35 back which they agreed to, but which they really should have refunded automatically, especially as I had called in on the day to let them know the items hadn’t arrived.”
Thank you for your feedback, and I'm sorry to hear you felt the delivery charge was too expensive.
We regularly review our delivery costs to ensure they're fair while still allowing us to provide a reliable and timely service. We provide the latest dispatch time in the industry at 9pm and would love to charge less however this is what we are charged via our courier services. Your comment is really helpful, and I'll make sure it's passed on to the relevant team for consideration as we look at future improvements.
If there's anything else you'd like to share about your experience, please feel free to reach out to us directly at [insert email/contact link]. We'd love the chance to make things right.
Thanks again for your honest review.
“The value for money is really competitive. Was able to beat the price of local suppliers and the big chains. Communication with pro tiler tools was very good.
Thought not really their fault, ufortunately the delivery driver from pallex was a bit reckless and slammed into a few boulders, muddied up the verge and nearly took out a fence.
Ok I live in a country single track road which I did mention when ordering but we have many lorry's the same size come down and they've managed not to mess up the verges because they took their time to read the road.
Please send competent drivers in the future”
Thank you for taking the time to share your honest feedback, and for your kind words about our pricing, communication, and value for money, we truly appreciate that.
We’re very sorry, however, to hear about the issues caused by the delivery driver from Pallex. While the damage to your verge and the near-miss with your fence weren’t directly within our control, we take full responsibility for the delivery experience as a whole.
This is not the standard of service we want for our customers, and we have already raised this incident directly with Pallex’s management, including your feedback.
“I phoned to make my order unsure of the quantity of sweep in grout for my terraced. I gave the square footage depth of tlile size of tile to be told I need 9 tubs, to be on the safe side I
Ordered 10.
I used 3 yes 3 tubs”
Hi Matt,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. In regards to delivery this is something we are charge by our courier service. We offer one of the latest dispatch times in the industry of 9pm. We would love to charge less however this is what we are charged. The prices are all stated at check out so you should have been aware of delivery charges pre purchasing.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Hi Barry,
We are sorry you haven't received your trims yet. Unfortunately, due to the shipment going to Northern Ireland and it being a longer parcel (2.5 metres in length), it is going through additional checks and is subject to manual sortation. This has been escalated to DPD and we are hoping this reaches you as soon as possible.
Please do not hesitate to contact us should you require any further assistance.
Kind regards,
Stephen B - Pro Tiler Tools
“I'm not very happy because you were out of stock of one of the things I ordered, but it took you until the day it was to be delivered to let me know. This has delayed us a week in completing our project, because I've now had to find it somewhere else. It would've been better if the stock on your website actually matched your warehouse. I appreciate the call, it was just late.”
Hi Jennifer,
Thank you for your review and for bringing this to our attention. We sincerely apologise for the frustration caused by the out-of-stock item and for any miscommunication regarding our notification timeline.
Upon reviewing your order, we wanted to clarify the sequence for you:
- Your order was placed on 20/11 with our 1-3 day delivery service.
- Our warehouse team processed it on the next business day, 21/11, which is when we discovered the stock issue. We contacted you immediately that same day.
- The original scheduled delivery date was 25/11, two days after we notified you and 3 working days after placing the order. The remaining items on your order were delivered early on 22/11.
We understand that discovering an item is unavailable is disappointing, especially when you’re relying on it for a project. We are taking your feedback seriously and are revising our processes to make stock information on our website more accurate and real-time to prevent this situation.
While the delay to your project stemmed from the lead time of the service selected, we regret that we could not meet your need on this occasion. We hope you’ll give us another chance in the future.
Many Thanks,
Jack - Pro Tiler Tools
Morning Colm,
Apologies you received numerous emails but we cannot find any on our computer system except the original one when you placed your order. After our telephone conversation you did suggest you would revise your email if no more emails are sent which is the case.
Kind Regards
Danny Mackintosh
Pro Tiler Tools
Morning Jordan,
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 and can confirm you only ordered 2 bags instead of 3 which is why this was the quantity supplied. With regards to the damaged bag we were not notified until we received your review, I have emailed you asking if you want a replacement or credit but never heard back from you as the goods were damaged in transit by the courier.
We would like to sincerely apologise that you had a bad 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. We really hope you'll give us another chance to impress you in the future.
Many Thanks,
Danny Mackintosh - Pro Tiler Tools
Hi Wayne,
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 the issues with your order. We are pleased that the customer service team was able to resolve promptly for you. If you have any further issues please do let us know.
Hi Matthew,
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 have been in touch with you and we have resolved the issue. We are sorry again for the inconvenience this has caused.
PTT Group
“Getting the order was easy but I ordered an expensive porcelain blade which when arrived was not right, it would not cut at all and compared to the previous blade was completely different, so I thought a simple exchange was fair but I had to send videos and photos and even then they have to send the blade back to Rubi to consider warranty, I still don’t have a resolution and so if you have any problems don’t expect a positive result***update*** I called to chase for a resolution and spoke to someone else who was very helpful and sorted a refund within a few days, so whilst it take a lot of effort from me I did get a refund”
“Sent wrong nozzles for epoxy resin tubes.
Porcelain Epoxy Resin stains tiles if they have the slightest textured finish. ProTiler then wanted to charge for cleaning solvent to try to remove the stains, when it states it can be used on any porcelain tile . Only suitable for smooth/ shiny tiles otherwise beware”
Hi Trever,
Thank you very much for taking the time to leave us a positive review, and for shopping with Pro Tiler Tools.
We are sorry to hear about your experience with us. We do apologise for the mistake and issue from our side. This is certainly not the standards or service we wish to provide. We have been in contact with yourself to try resolve this issue.
It’s feedback from our customers that allows us to adapt and evolve, ensuring we continue to provide the best range of products and high-quality service possible.
If you have any queries or need any advice when ordering next time, please don’t hesitate to reach out to our team on 01604 859800 and they’ll be happy to help you find what you need.
We hope to welcome you back again soon!
Many Thanks
Stephen - Pro Tiler Tools
“Purchased Titan grout and delivery was shipped accordingly, the incorrect colour was sent after finding out by my contractor who already laid the grout. Informed customer services and was informed on the next order a £5 discount will be applied with free shipping. True to there word the discount was given. 2nd batch was delivered very fast. The product is amazing so far let’s see in a year how it holds up. Overall happy”
“The original order arrived on time but was damaged. Easy to happen in transit and the team were happy to send out a replacement for the following morning. But the second delivery was 110 volts not the model I had ordered. Again, team were helpful and eventually on the third delivery the correct item was received undamaged. Added a few extra unpaid days to my job, was particularly annoyed about the wrong voltage model being sent out as that was just sloppy work.”
