“Pro Tiler Tools themselves were good. Despite being on site at the time of delivery, DPD delivered to a completely different house and sent a mail saying it was 'with a neighbour' - took a while to track it down. Poor form.”
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.”
Hi Adam,
Thank you for taking the time to leave a review and apologies for your negative experience.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We charge delivery costs on orders up to the £250 threshold as stated in our terms, which your order unfortunately just fell short of. Please be assured we charge the courier costs directly without adding any additional fee.
Our team have attempted contact with you in an attempt to find resolution. Please call us back when you get the chance.
Sorry again for the courier prices being steeper than you'd like.
Kind Regards,
The PTT Group
Hi Ian,
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us as we place a real emphasis on service here at Pro Tiler Tools. We really hope you'll give us another chance to impress you in the future.
Many Thanks
Niamh- Pro Tiler Tools
“Protiler tools have great stock levels and good prices, the deliveries are their weak point, different rates for different deliveries times, been charged for next day am delivery and the goods are often late or delivered to the wrong addresses, it's a shame as they are being let down by couriers but it's a situation that has gone on for several years and never seems to get resolved, to the point now where even though the prices are good I try to avoid buying from them unless it's something not available from other vendors”
Hi,
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us as we place a real emphasis on service here at Pro Tiler Tools. We really hope you'll give us another chance to impress you in the future.
Many Thanks
Niamh- Pro Tiler Tools
Hi Jamie,
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 have one of the latest dispatch times in the industry of 6pm. We do not make profit from delivery charges and is what we are charged by our couriers. We would love to charge less but unfortunately this is out of our hands. When completing purchase you will see the delivery charges for the order.We have looked at your order and can see you paid £6.99 for a standard 1-3 working day delivery service and this was delivered on the 2nd working day.
Hi Andrzej,
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 a refund has been processed for your return. We have tried to call and email you regarding this, however have not been able to reach you. If you ever have issues with your order, please contact our customer service team and we can look to resolve this.
“Delivery was a day late having paid for next day delivery
I was refunded the cost of next day delivery and I’m sure it was FedEx’s fault
But it did mess up our schedule for getting a job finished.”
Hello,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. At PTT, we strive to provide a prompt and efficient service throughout so that our customers receive their orders on time. Unfortunately, on this occasion our courier service has let us down. We will raise this issue with our account holder at Fedex.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
A member of our team has been in touch to resolve this with you, I can see you have been refunded for the shipping, if you get in touch with us when placing future order we can assist further. We are sorry for any delays and inconvenience that has been caused.
Pro Tiler Tools
“my order was wrong there was one rubi rubber bucket missing and when i called it wasn’t a case of yes your order was wrong it was a case of we will come back to you and say yes it was our fault, , maybe if the staff were at the game the situation would not have happened”
Hello,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. At PTT, our dedicated team strive to provide exceptional customer service throughout. Unfortunately, on this occasion we have fallen short. We do apologise for the inconvenience this has caused and we will be speaking to the relevant parties to find out what has happened and to stop this from happening again.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. I can see the customer service team has been in touch and the issue has now been resolved. If you need any further support. Please reach out to the customer service team
Pro Tiler Tools
Hi Gill,
Thank you for bringing this matter to our attention. We have tried multiple times to reach out to you to discuss this further and to get the matter resolved, but unfortunately we have not heard back from you
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us as we place a real emphasis on service here at Pro Tiler Tools. We really hope you'll give us another chance to impress you in the future.
Many Thanks
Joanne- Pro Tiler Tools
