Travertine Store Reviews

Name: Travertine Store
Address: Low Gate Lane, Boston, Boston
Rating: 4.56

4.6 Rating 840 Reviews

89 %

of reviewers recommend Travertine Store

Company Reviews

Metrics

Info

4.6

Based on 840 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

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Phone:

0203 941 6101

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Travertine Store 5 star review on 25th August 2024

VALERIE ELLIS

Travertine Store 5 star review on 9th June 2024

PAULA EDWARDS

Travertine Store 5 star review on 20th October 2023

REX DURHAM

Travertine Store 5 star review on 9th December 2022

KATIE LEE

Travertine Store 5 star review on 12th December 2021

Customer

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very poor quality travertine . Didn’t match the sample sent. Paid premium price for tiles thinking we would receive top quality. Will not use again. Very disappointed.”

Helpful Report

Posted 4 years ago

“We ordered our travertine tiles on Sunday the 12th of July. You took the money from our bank the next day and then messaged us to say you don’t have enough in stock to fulfill our order. After many messages back and forth and then finally a direct phone call on the 16th of July, I requested the order be cancelled and our money refunded. Today is the 23rd of July and we are STILL waiting on our refund. I am disgusted. I will NOT be recommending your company to anyone and will be seeking legal advise if that money isn’t refunded by the weekend.”

Helpful Report

Posted 5 years ago

Dear Customer, We are sorry that you feel as disappointed as you do, however we would like to highlight a few factors. Firstly, we do not take money out of customer's accounts, customers place their orders online PayPal processes the transactions. On rare occasions when the order is much larger than the currently available stock, we contact our customers either via e-mail or telephone, if we are unable to contact our customers we can only then wait for our customers to contact us, which was the case with yourselves. We will not issue an automatic refund as on most occasions when informed of stock unavailability customers choose to wait for the arrival of new stock at which point we dispatch orders at the earliest opportunity upon customer confirmation. However, as a valued customer you have requested a refund which was issued, this was confirmed with yourself during a telephone conversation before this review, the refunds can only be issued back to the original payment method, in this case PayPal, which the proof of transaction has also been forwarded to yourselves via e-mail, once issued by our accounts department it can take several working days for it to go through PayPal back into any bank account. Please be kindly reminded that we do not have any control over this stage of transactions. If you have any queries please kindly contact us and we will do our best to help.

Posted 5 years ago

“I have not recived yet”

Helpful Report

Posted 5 years ago

“Ordered some samples in December which didn't come. Emailed to request for them to be sent but still not come. Rubbish service.”

Helpful Report

Posted 5 years ago

Good morning Mr Tubby We are sorry that you have not received your samples for the second time, they have been sent twice so far with our automated packaging service however we now notice that the address you have provided is missing some key details such as postcode . Please kindly provide your full address details and we will resend them again for you. If you have any other queries please feel free in contacting us

Posted 5 years ago

“Haven’t received my goods yet.”

Helpful Report

Posted 5 years ago

Dear Customer, The reason your product has not been delivered was the fact that your contact number is incorrect. The transport company needs a valid telephone number to book in delivery dates. The issue has now been resolved and the goods have been or in the process of being delivered.

Posted 5 years ago

“Bought Travertine tiles. Most broke when the tiler tried to cut them. I ended up using some old tiles from previous bathroom refurb. When pictures were sent as part of my complaint showing the difference I was told that it was the quality I'd bought thus the breakages, they were going to contact their supplier..... No response since. I have four further bathrooms to do now so I will look for another supplier.”

Helpful Report

Posted 5 years ago

Hi, Thank you for your review, unfortunately we are unable to find order details in regards to this transaction, Can you please contact us directly so that we will investigate this matter?

Posted 5 years ago

“About a 1/3 of our tiles were scratched or damaged/broken & they ignored our emails asking for some (not even all, just for the worst ones) replacements. The sample was not very representative of the tiles, much more filler in the tiles.”

Helpful Report

Posted 5 years ago

Dear customer , thank you for your review. We do not have information on this case as the review has been left as anonymous, however, the details about the damages are very similar to a case that is currently open where a response from our customer is being awaited for further details about the damages. To this date, we have not received any response back for our information request. Please kindly contact us with your details and we can do further investigation for you in regards to this issue. With regards

Posted 5 years ago

“Purchased silver aurelius tiles and was not happy with the colour compared to the pictures online, the colour of the tiles where cream with silver patches but when delivered where grey with no cream at all, have contacted the store who have now advised I have to contact a courier to deliver them back to them, not even a mention of using their preferred courier. Very disappointed.”

Helpful Report

Posted 6 years ago

Dear J. Edwards, Thank you for your review. The tiles mentioned in the review are Silver Travertine tiles and the batch we supplied matches the description, image & samples that have been provided. This is a grey coloured natural stone product, therefore every batch, even every single tile will have variances in colour. It is very difficult for us to present all the possible colour or texture variances within the tile due to this. That is why, for customers with specific requirements, we always recommend them to get in touch with us and ask for more samples or batch photos to make sure that the product supplied matches the expectations. You are more than welcome to send the order back to us if you are not happy with it, please return the tiles in the original packaging provided and we will initiate full refund once they arrive safely back to us. For any questions, please do not hesitate to contact us.

Posted 6 years ago

“We have not received anything yet”

Helpful Report

Posted 6 years ago

“told I would receive goods after 1 so as I could check all merchandise driver turned up at 9 am forced to take goods without checking them and lost money as I had to race out of work to take goods disgusting”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for your review. We have checked this issue and found out that the delivery was booked between yourselves and delivery company as it was economy book in service. We do not have knowledge of date & time of booking as this is arranged between you and the delivery company. If the delivery company has not turned up as per your request, you should have rejected the delivery and asked them to re-deliver again. Unfortunately since you accepted the delivery when they came in, there is little we can do at this stage.

Posted 6 years ago

“The company appears to not have much care or diligence to it's service. We ordered some limestone tiles, a number were damaged when we inspected them. We immediately let the company know, they then tried to make out there was nothing that could be done as it wasn't returned as damaged to the delivery company...I am not sure how we were supposed to unpack and inspect every tile on receipt of delivery... especially considering each tile has significant weight...but that is what they insisted upon. So next thing, we informed them of their obligations selling to distance buyers and they changed their minds...only to give us the single option of travelling for 45 minutes, take 2 hours off work to go and pick up replacement tiles from a supplier. Never before have a delt with a company that expects customers to drive to suppliers to deliver their own defective goods... Avoid at all cost, better companies out there.”

Helpful Report

Posted 6 years ago

Dear Customer, You ordered 17 pieces of limestone tiles, which they were delivered by us, with our company Van. They were offloaded at your site, hand balled one by one, by one of our own drivers, while you were at present and could have checked easily of these 17 tiles. A couple of days later, you requested 3 tiles replacement, claiming that they were chipped. We advised that the quickest way was to visit our warehouse, which was 15 min away and replace straight away. However you refused this and asked us to bring the tiles asap, we advised that even though this is not our fault, we will do this however you may have to wait for a week or so, as our drivers and Vans are not available at present. You were not happy with this either and decided to come to the warehouse for replacement. We gave 4 tiles extra free of cost and you were supposed to bring those 3 tiles with you so that we could exchange. However this also was not done and you advised that you'd bring the 3 tiles back the following day which has not happened and quiet likely won't be happening. We are a customer oriented company, our prices are very reasonable, we do everything we can to accommodate our customers and in this case, we believe we did everything correctly. Sometimes we may not keep everyone happy, but we learn from our mistakes and try harder to provide the best possible service in this difficult business environment.

Posted 6 years ago

“I am very disappointed. The tiles I received look nothing like in the pictures to what I have received I will have to now pay carriage and send these back . Very disappointed”

Helpful Report

Posted 6 years ago

Dear Customer Thank you for your feedback. We haven't been notified for any issues on this order or return request. Can you please contact us for more information? Thank you.

Posted 6 years ago

“Still waiting for phone call to arrange delivery. Ordered over a week ago!”

Helpful Report

Posted 6 years ago

Hi, Unfortunately our haulier company has performed very badly and unprofessionally on this occasion. After many attempts by us and the customer, delivery is booked for tomorrow. We apologise for the inconvenience this has caused and have filed a complaint to the delivery network management for the local depot who performed way below of their standards.

Posted 6 years ago

“Very large holes badly filled - travertine doesn't have to be like this - buy elsewhere”

Helpful Report

Posted 7 years ago

Dear Andy, We have been supplying the same travertine for many years and all our stocks are being inspected before shipment. The number of complaints that we receive is very minimal compared to the large volume of transactions that we deal with. In your case, we checked the stocks that we and they are normal and we have sold the same stocks to various customers as well with no problems. The cheapest travertine tiles that we sell have some holes, still considered to be very good when the selling price & market alternatives are considered, however if you would like minimal fillers on the tiles, we recommend to go for the premium ivory travertine. Any questions, please do not hesitate to contact us.

Posted 7 years ago

“I ordered grout and it wasn't delivered.”

Helpful Report

Posted 8 years ago

Dear customer, please get in touch with us for more information, worst case if the product has not been delivered, it can be refunded, we apologise for any inconvenience this may cause.

Posted 8 years ago

“Initially I wrote a review about this company and I was very satisfied in the manner in which the order was dealt with. However after completing my project I must say that I would never use this company and I sure as heck would not refer them. The shipping of this product was packed very poorly and this was mentioned in my initial review as I found a few broken tiles. Since then tiles have just broken during handling, some have broken while being laid and some are actually showing what I assume is machining marks. The company refuse to refund those damaged ones as they say it was not done within 72 hours of the delivery, which is quite difficult as I had no intention to start the project so soon after delivery. This is their right not to refund and I accept that, there is however a moral obligation and that means nothing. All I can say is use someone else, someone who will maybe inspect the items before sending them out. The person I spoke to on the phone even had the audacity to blame the tiler (me) for not noticing that I had laid a defective tile (machine marks), yet takes no respoinsibility that this tile was packaged and shipped by them. Next time perhaps think about the customer and think that maybe your actions have repercussions for the end user. At the end of this we are 2 tiles short and have had 7 tiles break due to defect. We have now had to pay them an extra £65 for 4 tiles, some grout and a £25 delivery fee. Maybe speak to eDecks if you want to learn how customer care works.”

Helpful Report

Posted 8 years ago

The customer first contacted us complaining about the grout that we supplied was not enough quantity and demanded free of cost grout. When we checked the order it should be more than enough (10kg bag for 18 m2 order). Upon further investigation, we found out that the customer used much wider grout joint and we were not notified. In regards to poor packaging & breakages, we have been applying the same packaging for many years and for many customers. We checked packaging photos prior to dispatch and packaging was fine, unless during the transport it was damaged. For the alleged machine marks, the customer called after laying the tiles and after requesting more free grout. And informed that there are marks visible on the tiles. Our question was obviously why the tiles were laid if there were marks. Once the tiles are laid, we cannot be certain whether they were like that before or the marks appeared after.

Posted 8 years ago

“I had ordered the star galaxy granite tiles. The tiler opened the boxes to find they don't all have the same finish. Some are black. Other slightly lighter and some very sparkling compared to some dull. Even though the company has said come get a refund or exchange..I'm. 50 miles away. Who will pay for that and wasted day. The tiles are definitely from a different batch and I wouldn't recommend anyone to buy from here. Thats 4 days wasted on a building project. And still not sorted.”

Helpful Report

Posted 9 years ago

Many thanks for your review. We have checked this order and advised that the goods are from the same pallet, it is very unusual for us to have different batches from the same pallets. We have asked the customer to bring the goods back to us and if different batches are found within the order, we will credit the customer accordingly.

Posted 9 years ago

Travertine Store is rated 4.6 based on 840 reviews