Travertine Store Reviews

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

4.6 Rating 833 Reviews

89 %

of reviewers recommend Travertine Store

Company Reviews

Metrics

Info

4.6

Based on 833 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

“The tiles have not arrived!”

Helpful Report

Posted 1 month ago

Dear Mr Walker, firstly thank you for your interest in our products. All sample orders are shipped via Royal Mail, and we depend on their excellent customer service to deliver them. Sadly, samples do occasionally go misplaced in the mail. However, we reissue samples using the fastest Royal Mail service when our customers do get in touch with us. Regretfully, on this occasion, a customer chose to leave a negative review instead of contacting us directly. We will resend your samples for you. We send over 400 samples a week and sincerely hope that other customers who receive their samples will leave positive feedback. With sincere regards

Posted 1 month ago

“All tiles delivered are smashed . When we called up to complain the woman told me to fill out an email and hung up. Avoid this company at all costs . Horrific customer service .”

Helpful Report

Posted 1 year ago

Dear Mr Upton and Mrs Sincock We appreciate and respect all feedback from our customers however, your feedback unfortunately fails to mention a few very important key details. Firstly, it has been highlighted with photographic proof of the condition and packaging your order was dispatched in, which was very different than the packaging you received them in, which confirms interference with your order by the 3rd party haulage service used to deliver orders, and that this will be taken up with this particular local depot and dealt with accordingly by us. Secondly, your telephone conversation between yourselves and our sales member has been monitored by our line manager. He has deemed that at no point does he feel that the staff member was disrespectful to you in any way but was simply led to kindly request multiple times for you to simply forward us images of the damages being reported, this is a requirement put in place by the hauliers and is our usual procedure as we can not proceed in trying to resolve such issues for our customers without doing so. It was only at the change of tone being received from you with your demand that the issue in question has to be resolved on the day, which simply was not operationally possible, that our sales member politely again repeated she would do her best to resolve your issue for you as quickly as she can but then kindly informed you that she would now need to end the call as to avoid any unnecessary exchange that she may be exposed to that will be deemed outside of our professional interaction between us and our customers. As with any company, we take pride in the level of service we provide our customers however, we also have a strict staff protection policy in place where staff abuse can also not be tolerated however, it still is dealt with professionally and with respect. You have also, unfortunately, failed to highlight within your review that your issue was dealt with directly by our line manager with the utmost efficiency and within the quickest possible timeframe in delivering your replacements on the next day, a Saturday and arranged collecting the reported damaged tiles at the same time. Along with our apology to you multiple times regarding your unfortunate experience in the condition of your first order you received your items in, you were always updated at every step we were taking when resolving this issue for you, this was then also followed up with a phone call from our line manager as to ensure you were totally satisfied with your replacements order you had received and the collection process. Stay safe and well.

Posted 1 year ago

“Web site worked well , communcation worked but I oprdered a sample and it never turned up and therfore the poor score I did get asked to leave a review , however , whcih suggets they are open to reciving constructive feedback”

Helpful Report

Posted 1 year ago

Hello Mr Fraser, thank you for your feedback We use Royal Mail for all our sample request and, unfortunately a sample shipment on very rare occasions does get lost, fails to get delivered or arrives damaged regardless of how well we package them. Unfortunately , because we do not receive delivery confirmation from Royal Mail, we inevitably depend on our customers to kindly inform us if their samples are not received, when informed we dispatch a new set of samples with the quickest Royal Mail delivery service. We again apologise on behalf of Royal Mail, if you wish to receive a new set of free samples, please kindly inform us and we will dispatch these for you. With regards

Posted 1 year ago

“My produs did not arrived on time and you want a feedback”

Helpful Report

Posted 1 year ago

Hello Mr Surdu, first of all, thank you for your order with us. We don't quite understand your complaint as we don't promise a delivery time with orders. If you are referring to the delivery time frame then let us kindly explain, that you placed your order on Saturday the 11th, as you are already aware, you picked the standard delivery option which promises delivery within 3-5 "working days" which is Monday - Friday. Your order was delivered to you this morning at 10:33, this is within the 5 working days promised by us as your supplier. Most of the orders are usually delivered before the 5th working day however, you are also aware that you said "YES" to the question "ANY ACCESS ISSUES (NARROW LANES, PARKED VEHICLES OR GATES) AT THE DELIVERY SITE?" when placing your order, for this reason, we attempted contacting you to ensure that we forward any relevant information in regards to any restrictions in/around your area to the hauliers, as to ensure your order delivery does not result in a failed delivery attempt by them, this had resulted in 1 day delay in dispatching your order, but again, your order is still delivered within the 5 working days as promised. Thank you again for your order with us, if you have any other queries please feel free to contact us and we will be happy to help.

Posted 1 year ago

“I haven’t received the product”

Helpful Report

Posted 1 year ago

Hello Ms Thompson Your sample order was dispatched on the 6th of September for you. We apologise that you have not received your requested samples yet. We use Royal Mail to ship out all our samples and on occasions, they can be delayed through the post. We will now resend your samples with the fastest Royal Mail service and hope they will be received by you within a few days.

Posted 1 year ago

“Service seemed very good up to the point of delivery. Seems to me, once they have your money delivery off goods Isn’t there worry!, sadly after communicating with said delivery company - being told it would be first drop between 8:30 / 9:00, having requested smaller delivery truck as customer had a narrow drive, after half a dozen phone calls all made by myself the pallet landed 4:00 teatime on an 18ton wagon, had to get the pallet dropped at the bottom off the road, unload the pallet onto my van then take it up to the customers house - none off this is there problem so I’m told. To many tile shops / suppliers to use this company again.”

Helpful Report

Posted 1 year ago

Dear customer, We respectfully find your comments regarding delivery conditions and timing puzzling. You had agreed to a kerbside delivery, this can be to the closest possible area on site that can be accessed by your local depot delivery vehicle. Your order weighed over 1000kg on a single pallet. This pallet can only be delivered with an 18-ton or larger vehicle due to the tail lift weight limits of smaller vehicles. In regard to the delivery time of your order, deliveries by local depots are made between 8 am and 6 pm, with respect, we feel it is slightly unfair for us as your tile supplier, to be criticized for any delay in your delivery that can be caused by many factors that are out of our control. If we are made of any delays, we always do our best to get the most up-to-date information from the hauliers to update our customers, as was the case with you in this instance. We thank you again for your order with us and wish you well.

Posted 1 year ago

“Samples arrived broken. Very poorly packaged”

Helpful Report

Posted 2 years ago

Dear customer, we are sorry to hear your samples arrived damaged through the post, please kindly be informed that we package all samples with efficient packaging techniques to try and help ensure they are not damaged during postage however, we do use Royal Mail for all sample orders therefore, can not, unfortunately, access how they are treated throughout their journey once collected from our warehouses. Our orders, however, are shipped using a specialist haulage company with extensive experience in transporting such fragile items. With regards

Posted 2 years ago

“Samples paid for have never arrived”

Helpful Report

Posted 2 years ago

Hello Mr Edwards Thank you for your sample request, we apologise for the delay in your sample delivery. We use Royal Mail for our sample shipments, as you may be aware, they have been on strike action recently which inevitably causes delays in our sample deliveries, Royal Mail will always prioritise emergency deliveries first even after a strike action has ended, they will then clear any backlog progressively. Please accept our apologies for the delay.

Posted 2 years ago

“Not received any samples requested.”

Helpful Report

Posted 2 years ago

Hello Mr Rowley We are sorry that you have not received your samples, as you are possibly aware, there was heavy strike action during this month by Royal Mail and therefore we have had some of our samples either delayed or lost in the post. We do resend the samples as quickly as possible, whether they are postage-paid samples or free samples like your sample request when we are informed of such cases by any of our customers

Posted 2 years ago

“Ordered tiles above standard price from competitors as it was labelled as in stock. Was told the order was dispatched. Had to chase up a week later only to find out it wasn’t actually in stock and hadn’t been dispatched - it then took a week to be refunded.”

Helpful Report

Posted 2 years ago

Hello Mr Elmoughy. We are very puzzled by your review. You placed your order on our website on the 3rd of October at 21:50, your dispatch date during the ordering process was confirmed to you as the 4th of October (due to warehouse operational hours) Your delivery date then was confirmed as the AM of the 5th of October, all this information is always visible to all customers BEFORE payment is processed. At no point, this item was out of stock for your order so your order was delivered on the 5th of October at 09:48, therefore honouring our promise of the next day AM delivery of your order. With your mention of "from competitors" we think you may have placed your review on the wrong website as your order with us HAS been delivered to you on the date and during the hours as promised. All relative evidence of order dispatch and delivery is available upon request.

Posted 2 years ago

“Rather bizarre, I ordered samples of 10x10 ivory travertine, received them, then a day later was informed that I couldn’t buy any as there were none in stock and no plans for there to be any in the future.”

Helpful Report

Posted 2 years ago

Dear Customer, Thank you for your review. We always send 10x10cm samples for all sizes. 10x10cm size sample does not mean that we keep (or will keep) that size in stock all the time. And a stock may not continue due to a variety of circumstances. In this case yes the stock has already been discontinued by the time you received the sample and decided to order, however we have a very similar product in stock (subject to availability - https://www.travertinetilesuk.com/product/9/classic-travertine-tumbled-unfilled). Please contact us if you need further information.

Posted 2 years ago

“We paid a huge amount for next day delivery of a very small package. It arrived on a pallet - much to the driver's amusement. If a bit of thought had been given to the delivery it could have been put into two small packages and sent by courier - saving us a large sum of money. Please Travertine train your staff to put their brains into gear and perhaps think what would be cheapest for the customer who is probably not aware of the possibilities.”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for your review. Our products are fragile and cheaper couriers do not handle the products with care. 99% of the cases, the goods arrive at the clients in pieces, even though we take extra measures to prevent the breakages. The couriers also do not accept insurance claims for tile products. Therefore we have stopped using courier services for fragile tile products and using pallet networks instead where the items will be delivered insured and intact.

Posted 3 years ago

“Tiles arrived but were not a match for my floor (much lighter than website), so I asked for them to be returned. I sent the supplier an e-mail explaining this and the courier took them back with no question. I then got a call from the supplier to say I couldnt get a refund on the tiles, I had already paid more than £80 for delivery of less than 10 tiles and they expected me to pay it again for them to be returned. This wasnt made clear to me when I ordered, unfortunately would not buy from them again. Lost £140 in total”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review. The order was refused due to existing tiles not matching with our material. Please note that this is something that no natural stone supplier can guarantee or have any control over and we were not even notified prior purchase of your intentions. If there is an order error originating from us as your supplier, any delivery and returning charges will be covered by us and your tiles will be refunded in full however, in this case, since the error was not done by ourselves, there were costs involved with the returns. Your tiles were entitled to a full refund when they arrived back at our warehouse however, due to the returning fee of the order being more than the actual cost of your tiles, your account was in fact in arrears. This was kindly explained to yourself when you had eventually informed us you had sent your order back. If you have any questions, please do not hesitate to contact us.

Posted 3 years ago

“The shipment was late and it was impossible to contact the delivery company. Three tiles were broken and I am not happy.”

Helpful Report

Posted 4 years ago

Dear Customer, The delivery company can only be contacted through us and your replacement of 3 tiles was already authorised and this was advised to yourselves. However as you may remember, you told us that you were going to talk to your tiler regarding possibly being able to use the tiles and receive a refund instead. To date, we have not been contacted about your decision. Many thanks.

Posted 4 years ago

“This company has the most disappointing customer service I have ever come across. The travertine is of the lowest quality and all damaged. Please don't waste £1500 like I just did.”

Helpful Report

Posted 4 years ago

Thank you for your order with us however, we are obviously not pleased with receiving a negative review. Please kindly confirm, if "all tiles" are damaged on the order, why you have not indicated this to the delivery driver at the time of receiving your items as all our orders are shipped in a clear shrink wrapping where all contents of pallets are clearly visible when looking through it. "All damaged tiles" would have been replaced with no quibble and eligible for insurance claim. Just to clarify, you have reported damages today (07/04/2021) at 14:19 with only 2 photos of 2 tiles slightly chipped on 1 corner each, after 2 weeks of delivery of your order. You then informed us that you require a further 8 tiles to complete your installation. As a gesture of goodwill we had agreed on a discount of 30% on your 8 tile order with an offer of arranging a collection from our warehouse. We feel that our approach is quite reasonable and based on your replacement request, tiles were used and you are short of some tiles and looking for free replacement.

Posted 4 years ago

“The stone received was not even close to the sample . More it was a wrong stone and they were trying to convince me that I was wrong. They accept the return,however their return policy and packaging would have costed me more than the tiles itself.so at the end was cheaper for me to dump the tiles in the bin than to send them back and get refund”

Helpful Report

Posted 4 years ago

Dear Customer, To kindly explain, samples from all natural stone suppliers are sent as to represent the structure of stones and not an actual tone/colour representation, this is because a sample is cut out of 1 tile where an order being received will be many natural stone tiles which vary naturally in tone, therefore it is quite possible that you will receive stones which are not an exact match in colour to the sample. We take shipping photos for ALL our orders being dispatched, 1 before shrink wrapping and 1 when fully ready for shipping. Upon inspecting your shipping photos, it had been determined that you have been sent the correct tiles that you have ordered, we will however always agree on returns if the customers are not fully happy with their orders, on this occasion because the correct item was sent to yourselves as it will be with any natural stone supplier in the industry, we also will not take on any returning charges.

Posted 4 years ago

“from ordering to completion of order was straightforward and delivery was at the time the driver stated aw”

Helpful Report

Posted 4 years ago

Dear Customer, We appreciate the positive comments, can you kindly revise the stars as it is currently displayed 1 star :)

Posted 4 years ago

“I am unable to comment on the quality of the tiles as they arrived packaged in a crate that I have been unable to open. I was told in a confirmation email that the delivery driver would wait for 10/15 minutes for me to inspect all of the tiles. In fact, he refused to wait at all despite being presented with your confirmation email. He said repeatedly that he was nothing to do with the travertine store and had to get onto his next delivery. Neither he nor I had appropriate tools to open the crate. I’m very disappointed as I now have a crate of tiles in my garage I have not been able to inspect no to open the crate. I’m going to have to pay for whatever tools are necessary to open the crate. After a previous experience with the travertine store where the top tile in every pack was good quality but the ones below it’s a quality I’m extremely concerned by this (what feels extremely sneaky) way of delivering the tiles.”

Travertine Store 1 star review on 8th February 2021

Helpful Report

Posted 4 years ago

Dear Customer, Many thanks for your feedback. Please note that we always explain the procedures and what to expect before, during and after the delivery at the point of sale. The driver will wait for a short period of time for you to inspect the tiles randomly as it is not possible to check everything. If there are damages due to transit, it will be apperant when you remove the protective cover. We cannot comment on the availability of right tools necessary to open the crate as this way of packaging is the only way to deliver these fragile items. However rest assured, we have had many happy customers and we are sure that you will be one of those after the job is done. If you have any questions, please do not hesitate to contact us.

Posted 4 years ago

“Tiles came in with some broken would only offer partial refund and no delivery as said I didn’t check on delivery. There was a palet of 101 flagstone tiles! Although I told them the same day. Terrible company!!”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback. After agreement, a free of cost replacement was provided as per your request and we also refunded partially for the tiles that can be used for cuts & corners therefore your project would be completed without any issues.

Posted 4 years ago

“Customer Service lacking promptness. Tiles delivered but 4 were broken. Was advised that they have 2 options, a refund or they will replace the broken tiles for free but we will have to pay £70 for delivery again for 4 tiles. When we asked if we could pick up the tiles saving on delivery, they said they can't give us the tiles for free and asked us to pay for half of the tiles if we want to collect. We have been frustrated with the ever contradicting story line, and asked for a refund instead and haven't heard from them. Chased them again for a response but still nothing. Will definitely not purchase from them or recommend them again. Too much stress on top of full house renovation /building works stress and trying to finish the jobs before the baby arrives in 4 weeks.”

Helpful Report

Posted 4 years ago

Dear Customer, Thank you for your review. Your purchase was done more than a month ago and unfortunately as per our terms and conditions, we cannot accept report of breakages after such a long time. As you may appreciate we (or any other company in our industry) cannot hold the transport company liable after this long time. Therefore we offered discounted rate for just 4 tiles. Please note, it is always recommended in the industry to get extra tiles for cuts & corners and possible breakages.

Posted 4 years ago

Travertine Store is rated 4.6 based on 833 reviews