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Travertine Store Reviews

4.6 Rating 781 Reviews

90 %

of reviewers recommend Travertine Store

Company Reviews

4.6

Based on 781 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 86%
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 3rd July 2021

Travertine Store 5 star review on 4th June 2021

21

Anonymous

Anonymous // 01/01/2019

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

“Don't bother requesting samples, they are so small you can't do anything with them to get an idea of what they may look like on the floor or on the wall, a sample of a 305mm stone daso rail was just 100mm in length. held up to the wall with tiles it's not enough to get a feeling of what a full bathroom would look like A sample tile recieved wasn't anything like expected. I do apreciate that natural tiles do vary, but the sample was a long way out, a very different colour entirely. Otherwise order was very well packaged up and recieved quickly, can't fault the order / delivery process at all.”

Posted 3 weeks ago

Hello Mr Feather, Thank you for your sample order with us and your feedback. We use Royal Mail to dispatch all our sample orders, unfortunately, Royal Mail has strict restrictions in terms of size and weight of sample shipments. As you have mentioned in your review, natural stones can vary even across individual tiles, this is the reason why we state on our sample prints "Please note: This material is natural so please expect variations in colour tones, markings and texture. Small samples are intended as a guide and will not show all variations in any particular stone." Some stone ranges vary more than others Mr Feather and the Classic Travertine stone range that you requested the samples for are some of these stone ranges that do vary more than others. Upon our customer's requests, we do take current stock photos of full-size tiles and forward them on for our customers' viewing if this is something you would wish for us to do, please kindly confirm and we can forward these photos to you. With Regards

Posted 3 weeks ago

“The travertine sample arrived broken into several pieces as it was sent in a padded envelope and not wrapped well enough”

Posted 5 months ago

Dear Ms Humphrys, we are sorry to hear your sample was received damaged. As we have no control over how our posted samples are treated when being handled by a third party delivery company, unfortunately, damages do occur with a very small percentage of the hundreds of samples we post, due to the fragility of the items. Royal mail set strict rules regarding package weight and sizes, these restrict us in the types of material we can use for our sample shipments, however, we always look to improve our postage methods and will continue to do so to ensure we always improve on our service. We have also arranged another 2 samples to be sent out to you with the quickest Royal mail delivery service. With regards

Posted 5 months ago

“Good store, only thing is the postage. I cannot purchase a single pack of tiles as the cost of postage is the same for a pallet of tiles. No other option suggested other than come and collect in person, will not allow my own courier to collect also.”

Posted 6 months ago

Hello Mr Gibson, Thank you for your kind words regarding our store. In regards to our shipping costs, due to us working with a 3rd party haulier, they, unfortunately, have a single flat charge per consignment, they charge to collect a pallet of items, which can be a single square meter or up to 45 square meters on some of our range of items. With our previous unfortunate experiences with courier services in the past, we never recommend a courier service to transport large fragile stone tiles, there is no method of packaging we can do to larger stone tiles that will prevent them from breaking during this service even by simple constant shaking in the van they will be transported in and therefore protecting your interest, we kindly recommend a collection in person. We hope this helps explain why we have not agreed to a courier service on this occasion.

Posted 6 months ago

“Sample tile arrived in time but I only needed about 6 tiles total. Worked out far too expensive to buy, and then have to pay for it to be delivered. Was given the option of collecting it from one of there outlet just outside London, but was told I would have to pay £25 for it to be delivered to there site. Ended up finding something similar which looks fabulous.”

Posted 11 months ago

Dear customer, we are a web-based company and work with 3rd party hauliers that charge per pallet for deliveries and not for quantity on a pallet, they apply charges to all deliveries, however, upon customer request, we can transfer some of our items to a closer warehouse for collection using the 3rd party hauliers, although this is a much cheaper option for customers, this still, unfortunately, has a small charge that hauliers apply to it. With regards,

Posted 11 months ago

“Only asked for samples but they arrived in a weak envelope so half were smashed. Why would I trust you to supply several thousand pounds worth of stone when you treat your own product with so little regard? Your competitors box their samples.”

Posted 1 year ago

Dear Ian, we always strive to improve our services and always appreciate all feedback from our customers however, please kindly be informed that we send 100s of samples weekly with Royal Mail without any issues, however, we can not guarantee that 100% of our dispatched samples are treated with due care and attention when being handled by them throughout various stages of delivery until arriving at their final destination. We would also like to point out that we do not use Royal Mail to ship orders to our customers. All orders are prepared on pallets by our experienced warehouse staff and are then handled by a haulier specialising in transporting the most fragile items on their lorries. With respect and regards

Posted 1 year ago

“I accidentally order 4 boxes of tiles rather than 4 tiles. The delivery driver would not take the tiles back and Travertine Store referred me to their terms in their similar refusal to help. I was unable to find a way to return the tiles that was cost effective so now have 44 tiles that I don't need that weight 80 Kg. A sorry tale.”

Posted 3 years ago

Dear Customer, Many thanks for your review. As the hauliers are not part of our company, any collections must be arranged beforehand, not during the delivery process. Also the boxes contain heavy & fragile items therefore there is no cost effective way to send them back.

Posted 3 years ago

“We had a mixed experience with the Travertine Store. The slate mosaic tiles were excellent, but the advice we were given with regard to both the amount of grout and sealer required was wildly off (by a factor of 8 for the grout!), which led to a delay and considerable extra expense for our project.”

Posted 4 years ago

Dear Customer, Thank you for your review. Upon checking the order details which were delivered nearly 3 months ago, the order was placed directly from the website. We do not recall giving recommendation for the grout - sealer quantities. However, if you were short of these, all needed to be done to place another order with extra bags and these would have been delivered next day by the courier. If you have any more questions, please do not hesitate to contact us.

Posted 4 years ago

“I ordered 14 boxes of slate tiles for my kitchen floor. Delivery was prompt but several tiles were broken. Took photos of them as they were unpacked and telephoned that morning, also emailed but 11 days later we are still waiting for a response from them. Tiles are nice but so far I’m not happy with service.”

Posted 4 years ago

Dear Customer, Thank you for your review. We contacted you as soon as email was received , however we now understand that our response was received in the spam folder of your email inbox. We are now awaiting photos from yourselves to identify & find a solution to the issue. Thank you.

Posted 4 years ago

“Ordered and paid for tiles on 15th July received e mail confirmation on 16th July, rang to confirm details as requested on the 18th July and was advised the delivery company would be in touch to organise a date but still not heard anything and it’s now 23rd July !”

Posted 5 years ago

“The delivery arrived and luckily I had paid for next day delivery so that the project could be completed over bank holiday weekend. Luckily I over ordered by 50% because lots of them were broken. I did phone and leave a message to say that the same day, but no one has bothered to call me back. The reason there were so many breakages is that it was badly handled and badly packed.”

Posted 5 years ago

“They are well priced and have been good in the past. This time I required more marble, so placed a second order. When it turned up it was 15mm thick, compared to the advertised 13mm and what had come in the first order which was 13mm. When contacting them they confirmed this was to be expected and a good tiler should be able to work around this. This was very disappointing and no matter how good a tiler all edge detail (finished with metal trim) won't look right. It's a shame as it impacts the finish of the bathroom.”

Posted 7 years ago

Dear customer. Thank you for your feedback. We have checked our stocks, the thicknesses of our products come within the industry recognised specifications. The product (as all other natural stone products) has size and thickness tolerances. The thicknesses will vary around 13 - 15mm as per the tolerances. Even in your first order, the tiles cannot have just thicknesses of neither 13mm nor 15mm. The measurements we are talking about is 1-2mm (which is quite small) therefore a competent tiler will have no problem in installing the material. If any questions, please do not hesitate to contact us.

Posted 7 years ago

“The delivery company turned up in a van with a tail lift that did not have the capacity to unload the weight that was contained in the crate. the driver then told my wife she would have to unload the contents until it was light enough to use the tail lift 8 tiles were broken in the crate and the adhesive bags were far to heavy for my wife to lift and the driver refused to help”

Posted 7 years ago

Apologies that you experienced issues with the delivery service. It is unreasonable for the delivery company to request unloading goods from the pallet. They have obligation to deliver to kerbside only. The goods were 800 kgs, much less than the allowed limit of 1000 kgs. In these circumstances, please contact us immediately so we can rectify the issue while the delivery driver is there.

Posted 7 years ago

“wouldnt use again, unless they changed haulage company that they use, first delivery they just turned up at house with no contact,so we were at work second attempt they had broken half the tiles which they were aware of when delivered as driver admitted they were damaged, then they later lied to tile company about the damage so our replacements then got cancelled. we got there in the end thanks to travertine direct. but as i said they were let down completely by PGS global logistics.”

Posted 8 years ago

Dear Customer, Many thanks for your feedback. We have received your comments and forwarded to relevant departments to make sure this does not happen again. We apologise for the inconvenience caused by our transport company.

Posted 8 years ago

“Unable to comment on the quality of the tiles as we have not yet received them. Apparently the tiles were dispatched 07/08/15 but they are not being delivered until 17/08/15. I only discovered this because I had to ring the haulage depot myself and then wait for someone to ring me back with a delivery date. I was on the understanding that the haulage depot would ring me within 1-4 days to deliver the tiles. I am most disappointed with the poor customer service.”

Posted 8 years ago

Many thanks for your feedback. We have checked with the transport company why this delivery has taken so long . They advised that they called twice to book in a delivery date and left messages (10.08.15 & 11.08.15) in each occasion. Once our offices were notified of delivery failure, we took immediate action and now we believe the goods have now been delivered.

Posted 8 years ago

“I paid overnight delivery coat to ensure I got my tiles on time - was a little pricey but they did arrive the next day! The quality in 3 tiles were poor - one was cracked and looked like it had been filled and the other two didn't match the rest of the tiles - so overall not great!”

Posted 8 years ago

Many thanks for the feedback. We have checked this order and the customer just purchased 9 tiles, that is why the delivery charge might seem high based on the quantity. In regards to quality issues, we have checked that customer purchased silver travertine which will be highly varied in look as per the website images. They are also in honed & filled finish. However we also realised that the customer has not notified us for any problems after their delivery.

Posted 8 years ago

“I'm disappointed with travertinestore. As a first time buyer from them I was expecting better customer service when I complained about my product. After falling for the "these tiles are standard, these are premium and these are our 'hand-selected super smooth' tiles" sale pitch, I ordered the most expensive Ivory premium travertine at nearly twice the cost of the standard. The tiles turned up on a crate (no packaging to check what has been delivered) and were stacked up. The tiles were stacked face-to-face for protection but upon taking a tile from the stack I was really pleased with the colour and uniform appearance. The builder fitted the tiles shortly after and then commented on how he had done the best he could with a budget tile! He pointed out the rough faces, micro-chipped edges and colour variations and said that in his opinion they were no way a premium product. These huge variations are only really evident when you see the tiles next to each other i.e. fitted to the wall. I emailed the travertine store and sent them photos. Their response; "these tiles are as we would expect them to look and show normal variation". They also stated their T&Cs state that the buyer accepts the condition of the item if fitted or attempted to be fitted. I'm glad I purchased through Paypal and raised a dispute. Think twice before going for the most expensive!”

Posted 9 years ago

Travertine Store is rated 4.6 based on 781 reviews