Travertine Store Reviews

Name: Travertine Store
Address: Low Gate Lane, Boston, Boston
Rating: 4.57

4.6 Rating 781 Reviews

90 %

of reviewers recommend Travertine Store

Company Reviews

Metrics

Info

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 20th October 2023

Anonymous

Anonymous // 01/01/2019

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

“Beautiful products but limited on size and usage. The natural products would be fantastic on the floor but too deep and heavy for plasterboard walls, would have loved a wall only version. Very prompt with samples, quick to answer the telephone and most helpful. Top end delivery fee and will charge one tile the same as a pallet. Read the terms and conditions on damages, returns and replacements, not the best in this area.”

Helpful Report

Posted 2 months ago

Dear Customer Thank you for your kind words regarding our products, sample service and telephone service. In regards to the delivery charges, as it was kindly explained to you during our telephone conversation, we use a third-party haulage company that charges per pallet. The pallet charges are calculated according to the delivery postcodes and not what is on an actual pallet, our pallets can hold up to 50 m2 on some of our range of items. In regards to our returns and replacements or damage reporting, as with all trading companies within our sector, we also have certain processes in place for damage reporting, due to the high fragility of the items we supply, damage reporting on orders is a little time-sensitive. To help with quick on-site inspection of orders, we only shrink wrap our pallets in clear shrink wrapping, this allows visual order inspections even without the need to tear into the pallet packaging, but we also arrange items within the pallets in such a manner that items can be inspected very easily when being delivered. Furthermore, we encourage our customers to fully inspect their items at the earliest opportunity and report any damages to us as soon as possible as any delay in reporting damages makes it extremely hard to determine when damages occurred as items are also open to being damaged on delivery sites. Please contact us if you still have any queries regarding our services and damage reporting and we will do our best to assist and help.

Posted 2 months ago

“The only suggestion I would make is that you put a "Fragile" label on the tile samples and bubble wrap them because when the postman put the samples through my letterbox and dropped them on the floor, both my tile samples broke.”

Helpful Report

Posted 5 months ago

Dear customer, thank you for your feedback and suggestions. We do our best to ensure that any samples we send out are protected as best as possible, we do enclose them in a bubble wrap envelope and multiple samples are packed together for support. We unfortunately do not have any control over how our posted items are treated on route which is when damages are most likely to occur. Royal Mail have restrictive rules in regards to package weight and size and these rules unfortunately do restrict us in the materials or bubble wrap we can use for our samples. We will, however, always continue to look into how we can improve our packaging where possible to minimise any possible damages that may occur with our sample shipments in the future. With regards

Posted 5 months ago

“Had exactly what I wanted at a good price so ordered a sample that was a decent size. Tried ordering the product three days later only to find it was out of stock. Perhaps should have told me this when sending the sample?”

Helpful Report

Posted 8 months ago

Hello Mr Cicco Firstly, thank you for your interest in our products and we are sorry to hear the item you wish to purchase was out of stock when you had decided on ordering it. Samples are sent out to all requesting customers for items that we advertise on our website however, items are also available for purchasing by all other customers therefore, requesting a sample unfortunately does not guarantee stock availability for any size order when a customer decides to purchase the product in question at a later time. Please kindly request ETA information on the product of your interest through our website, we will then forward you all relevant details as to when an item is expected back in stock. With regards

Posted 8 months ago

“Whilst the ordering process was reasonably efficient I was shocked that the delivery cost for 22 tiles, which cost £69, was nearly £70! If I hadn’t needed this particular size urgently I would not have proceeded with the purchase. Plus they only deliver if someone is in so I had to leave work to come home to await delivery in a two hour window plus they only deliver kerbside so I still had to carry them onward.”

Helpful Report

Posted 8 months ago

Dear customer, We would first like to thank you for your order with us. In regards to your order delivery cost and method, we use a 3rd party haulier that specialises in moving the kind of fragile items we supply to our customers, they only move goods on pallets, and the delivery charges are the same charge per pallet up to around 33 square meters on some of our items. During the ordering process when a customer provides their postcode, all charges are shown to our customers before customers decide to proceed with an order. When an order is being placed, the hauliers request some responses to site access to ensure all deliveries are made to our customers as safely and as efficiently as possible. They do not enter private property for health and safety reasons, and for this reason, we need our customers to confirm they are OK with a kerbside delivery, which you have. In regards to someone being on site to receive an order, please kindly note that we operate in a sector that supplies extremely fragile items, for this reason, we request that customers or someone on their behalf are present at the time of delivery to ensure any possible damages that may have occurred during haulage are reported to the driver, we can then do our best to resolve any issues as soon as possible. Any unreported damages unfortunately can not be undeniably confirmed whether they occurred during haulage OR whilst being handled on site after receiving an order this causes delay in us resolving any issues efficiently while we liaise and await confirmation from hauliers. Delivery times are all day, however, your local depot that handled your delivery has managed to provide you with a much smaller 2-hour window on your delivery day. We thank you again for your order with us and wish you well.

Posted 8 months ago

“How can I write a review the goods have not been delivered yet?”

Helpful Report

Posted 9 months ago

Hello Mr Lewis Firstly, thank you for your order with us. Our review request sent out to you has no time limit and it is only an invitation to leave your review at your convenience once you have received your order from us. We hope this helps explain the timing of our review request. With regards

Posted 9 months ago

“Bit of a shambles logistics wise, however did recover well after manager interventio”

Helpful Report

Posted 1 year ago

Good afternoon, thank you again for your order with us and we hope you are well. Unfortunately, deliveries of our products are sometimes even impossible to some of the locations around the country due to some orders needing the largest vehicles for delivery. Your particular street was an extremely narrow one to accommodate the larger vehicle required to deliver your size of order. However, with your understanding and flexibility, we are happy that your order was delivered to another location for you. Thank you again for your order with us

Posted 1 year ago

“Bought Botticino mosaic tiles. Good quality and decent price, but the delivery cost at £80 a pop for 3-5 working days is a robbery. Unfortunately i needed more tiles than expected so had to pay that twice…”

Helpful Report

Posted 1 year ago

Dear Customer, Thank you for your review and your kind words regarding our pricing and the quality of our product. We can not, however, agree with your comment regarding your delivery costs. The delivery charges on all orders are viewable on our website before payment is processed and therefore not hidden charges. We use a 3rd party haulier and all charges are per pallet which is the same for up to a full pallet of items. It is always recommended that a little extra is added to tile orders, taking into account possible breakages and offcuts during installations. As much as we would like to, it is financially not sound to take on the 3rd party haulier charges ourselves for customers that may find they need a little extra to complete their installations. Many thanks

Posted 1 year ago

“Travertine Store was probably the only outlet to stock the specific size and type of travertine tiles I needed to replace a few cracked floor tiles. The cost of the tiles, square metre was reasonable, however the cost of delivery for a dozen tiles was expensive and nearly doubled my overall cost. I’m not sure why it cost almost £70 as I’ve had larger, heavier and more bulky items delivered for a fraction of these delivery charges. I had no choice so I bit the bullet and accepted the charge. The delivery was then a bit farcical. An early morning email from the courier informed me delivery would be between 11.30am and 1.30pm. By 3pm I contacted the couriers helpline and was told they would be there within 20 minutes but arrived 60 minutes after the that. That, plus the cost of delivery meant I couldn’t give any more than 3 stars.”

Helpful Report

Posted 1 year ago

Dear Customer, Thank you for your review. Our prices are very reasonable as you have kindly mentioned in your review. We use 3rd party transport networks and these are the charges that we need to pass on to our customers. The deliveries you mention (larger - heavier - more bulky items) are most likely done by the merchant themselves (builder merchants for example) where they deliver a good amount of building materials by their own transport network whereas in your case the order was only for 2 m2. Discounting delivery charges for small amounts do not make any commercial sense. We hope you understand.

Posted 1 year ago

“Good product, good value, but poor delivery system. Have to order and pay for it before they tell you when it will be delivered. Interestingly, you have to say you're at home before you know when it will be delivered. Good for diyers, but can't run a business with these parameters.”

Helpful Report

Posted 1 year ago

Hello Mr Flintham Thank you again for your order and we hope you are well. Forgive our confusion as we don't normally hear of complaints regarding "no hidden charges" with our orders, deliveries are a service and all items and the delivery service are shown to our customers BEFORE any payment is processed, we do apologise if you are not in agreement with knowing all charges before a payment is required. Our website has all relevant information for delivery methods, "Next Day" delivery service already will show a delivery date, for the standard 3 to 5-day delivery service, our website does provide delivery information which clearly states "Within the first couple of days of placing an order, local depot staff will directly contact our customers to book in a specific day for delivery (they would not just turn up on any day)" your helpful answer to this question "will there be someone at the delivery site" will only confirm your presence for your agreed day of delivery with the hauliers, we do not expect our customers to stay at home waiting for their delivery from the time of ordering until their order is delivered on 1 of the first 5 days from the order. We hope this helps clarify any confusion in regards to our delivery questionnaire Thank you again for your order with us and stay safe and well

Posted 1 year ago

“The service is five star, particularly the girl who was so helpful regarding broken tiles. This brings me to the three star review, the quality is not brilliant and the packing is worse; the initial delivery was delivered on a pallet and the only thing separating the tiles from the pallet was a paper thin piece of polystyrene and there was no additional protection between stacks this chips and breakages. Part of the terms is to sign a delivery note and mark it for breakages before the driver leaves, no delivery note! The rep,a cement tiles were far superior?”

Helpful Report

Posted 1 year ago

Hello Ms Ewart Thank you again for your order with us. Again, we apologise that you received some damaged tiles on your order. We, upon your initial contact with us regarding your damaged tiles, which unfortunately are never 100% avoidable due to the highly fragile nature of natural stone tiles, believe that we have dealt with your damaged tiles as quickly as possible to try and ensure your complete satisfaction with your order with us. Please feel free in contacting us if you have any other queries.

Posted 1 year ago

“The customer service and the tiles are good, haven’t got any problems with it, they are stored safely to be used soon, however I had a bad experience with the delivery. The delivery guy has literally left the tiles in the middle of the drive after telling me that he will try and bring them closer to the curb. I have asked him of options and possibilities, and explained to him that we need to store the tiles for a couple of weeks, therefore it would be great if he can drop them as closer to the shelter / outbuilding as possible. He kept saying he will try. Nevertheless, he didn’t communicate at all with me (whilst I was in front of him) and decided to drop them as they were. I know that their machine can’t drag the tiles over the gravel, however he could have reversed his lorry a bit and delivered the tiles as they state close to the curb/ house etc. Without saying anything he literally dropped the unsealed stone tiles in the middle of my drive and left me (6month pregnant women) to deal with it. Luckily I had a builder on the site who had to drop his tools quickly and help me move the tiles in the shelter as it started raining badly and the tiles weren’t covered with anything unfortunately. As we’ve ordered 75 m2 of tiles, it took 2 hours for my builder to move them carefully so they are kept safe. 2 hours that I had to pay for the builder obviously plus the delivery charge which was £160. Unbelievable! Felt really upset afterwards. Despite that, he even made a comment on how people are being “cheap” by having gravel drives. Shocking! I’m speechless! Be aware, if you have the same guy -Chris delivering your tiles (apparently he is the only Chris in the company) , he is rude and he tells you what you want to hear but does his own way in the end. Really careless guy, complaining about his job and how little he is paid, hence the reason he doesn’t care about the service.”

Helpful Report

Posted 1 year ago

Good morning, Firstly thank you for your order with us and we hope you are well. Please accept our sincere apologies on behalf of the delivery driver that handled your order, as we are contracted with a third-party haulier unfortunately, we cannot have screening processes to ensure the most suitable drivers are employed by the local depots up and down the country and therefore would like to apologise again for the negative experience you have been involved with this particular driver. Your complaint in full has now been passed onto our contracted haulier, which we have been assured will take the necessary steps to ensure your local depot receives your complaint with the hope that they in turn take the necessary disciplinary procedures with this driver. Please also kindly note that although most delivery drivers do their best when delivering on-site, our agreement with the hauliers is kerbside only and therefore any on-site agreements are between the delivery driver and our customers as we can not instruct third-party drivers to make any deliveries on private land/property due to health and safety reasons, however, this is no excuse for the lack of communication, disrespectful and rude behaviour of this particular driver at the time of making your delivery. Again our sincere apologies.

Posted 1 year ago

“Range and service is first class, however delivery restrictions led to my order being put on hold without me being aware. When I finally found out it was too late for my delivery date to meet my tiler's date. So I had to drive to the warehouse and collect in person. 300 mile round trip! If there's a delivery issue it would have been better to pick up the phone.”

Helpful Report

Posted 2 years ago

Hi, When we received your order through our website which had extensive access issues kindly notified to us by yourself using the short questionnaire, we attempted to contact you back using all the means possible, in this case we had attempted to contact yourself both via e-mail and via the telephone number provided, leaving a voicemail where possible. Your order was held back to help avoid a failure of delivery due to restrictions in your area or site which if occurred, the hauliers would have applied a re-delivery charge to yourself before they reattempted to deliver your items again. These details were discussed with yourself when we eventually had the opportunity to discuss your delivery. You informed us that you would rather collect your order yourself to avoid any issues with the delivery of your order, at this point your delivery charge on your order was fully refunded back to you and you collected your items at your convenience. For the reasons explained, we are now puzzled and surprised by your negative review as we believe we had taken all steps and followed your instruction to ensure you are happy with your purchase with us.

Posted 2 years ago

“Order, delivery and quality of product were all good. However, on delivery one border piece was missing and one broken, we appreciate these things happen and it wasn’t a problem, we would just get replacements wouldn’t we? When contacted The Travertine Store we were informed that replacements could not be sent as 1m2 was the minimum delivery and they may get broken in transit!? I appreciate you should always add 10% to the order for breakages & mistakes, BUT that is for damage/mistakes made by the fitter not mistakes made by the supplier. If the supplier can send small samples through the post then why can’t small numbers of tiles be sent through the post to replace broken/undelivered tiles? I think the policy on sending smaller replacement pieces should be re evaluated.”

Helpful Report

Posted 3 years ago

Dear Customer As always, we are sorry to hear that you have had an issue with your delivery, in such cases where the number of items damaged is so low, it is usually agreed by our customers to simply receive a refund for the items. We can not simply send actual stock items via Royal Mail or courier services due to fragility of these items. Samples are sent using these services as they won't be used in installations and any damaged samples will not affect the overall project. If you have further questions, please do not hesitate to contact us.

Posted 3 years ago

“Happy with the service provided, however must be a way of bringing down the delivery costs for small orders, delivery cost was more than 3 times the cost of the order!”

Helpful Report

Posted 3 years ago

“Ordered ivory travertine based on a sample. What I got was more like orange. I expected colour and pattern variations, but not one of the tiles was the same colour as the sanple”

Helpful Report

Posted 3 years ago

“Disappointing response when we found that 3 of the tiles were broken.”

Helpful Report

Posted 3 years ago

“Nice tiles Customer Service need to be trained better”

Helpful Report

Posted 3 years ago

Dear Customer, Many thanks for your feedback. Because our staff is working from separate locations due to the Covid situation, sometimes we may unintentionally fall short of our service expectations. Please advise what we did wrong and we will make sure to learn from our mistakes.

Posted 3 years ago

“Clunky e-commerce, and very inflexible shipping set up as had to pay a pallet price for 1 m2 product was perfect though”

Helpful Report

Posted 3 years ago

Dear Customer, Many thanks for your feedback. Our prices are very competitive and we pass the delivery charges from our transport companies directly to the customers without any profit. Due to the nature of our products, we have to use pallet networks to transport our fragile tiles safely. If we use cheaper courier services, the items won't be insured and they will most likely get damaged on the way to yourselves. Therefore 1m2 or 30m2 of items have the same transport costs and these are all well displayed on our checkout pages with no hidden fees.

Posted 3 years ago

“The service was helpful and prompt. Delivery arrived quickly. Unfortunately damaged in transit, many tiles were broken. The company helped to quickly resolve the issue and redistributed the shipment the very next day.”

Helpful Report

Posted 5 years ago

Dear customer , Thank you for your kind words about how good and prompt our service was and how we helped quickly resolve the issue for you by shipping out the replacements the very next day. Unfortunately , damages can sometimes occur during the haulage process which we can only hold the haulage company to account. We then try to do the best we can as a company to help resolve any issues to help achieve a satisfactory outcome for our customers.

Posted 5 years ago

“I recently purchased some classic travertine tiles. Sadly upon delivery the quality of them was very low . To be fair they did take them back and agreed to deliver what they considered to be their normal standards of tile . However they turned out the same. Having installed many bathrooms over the years, I’ve not seen such poor quality all in , not one , but two pallet loads . Very disappointed. Plus side they did give full refund .”

Helpful Report

Posted 5 years ago

Dear Mr Belben, We were sad to hear you were not happy with your initial shipment which we agreed and collected back and ship out replacements at no extra cost to yourselves. Prior to replacements, clear photos of multiple tiles were sent before and agreed by yourselves and replacements were shipped accordingly. We were then sorry to hear that it was not possible to match your expectations of wanting a premium quality natural stone product whilst wanting to price match your own budget for an industry standard material, which again we agreed to collect from yourselves at no extra cost and refund you in full including the delivery charges. In order to meet your expectations of a better selected product, we advise choosing from ivory travertine range. If you have any questions, please do not hesitate to contact us.

Posted 5 years ago

Travertine Store is rated 4.6 based on 781 reviews