“I visited a Tile Giant store to view a tile I had seen online but informed that it was not held in store but I could purchase a full size sample which could be collected in 5 days and would be notified of its arrival.
The collection date came and passed and despite making several phone calls I was fobbed off each time. After 10 days I ordered a smaller sample online which promptly arrived a few days later.
I actually forgot I had paid for the sample at the store until I received a review request which prompted me to call the store to request a refund. The store informed me they had no record of my purchase and told me to call customer services. After explaining the situation customer services informed me they couldn’t help with issues arising in store, at which point I asked how I could raise a complaint to which I was referred back to the store who had told me they had no record of my purchase.
After explaining the situation again the customer services agent called the store and quickly resolved the issue and arranged a refund. The customer services agent at Tile Giant was brilliant and I’m grateful he was able to resolve my issue. However, if a store can’t even manage to provide a sample which has been paid for, I dread to think what they could do to an order. Unfortunately, this bad experience with the Erdington Store has put me off making a purchase.”
“On Monday 13th May9 boxes of tiles were delivered to our address of which 8 were broken along with pallet they were on. Looked like it had been dropped from a height.
Driver informed of their condition and told us we needed to contact yourselves and didn’t offer to take them back.
Informed yourselves along with pictures that afternoon and was told we would need to dispose of them ourselves as your delivery contractor would not collect broken tiles even though they’d delivered them in that condition. When we asked what we were supposed to do with them he suggested we use our car to take them to waste disposal site!
We said that it wasn’t up to us to lift and move 81 broken tiles and we wanted them removing and a new delivery to be made to the Norwich store for when we returned from holiday. We said we would leave them out on the drive. This seemed to be quite a problem for your customer services who said he wasn’t sure this would be possible and would need to see if someone from local store could collect.
On chasing up our query 48 hours later we were told that it was ongoing and someone would be in touch.
Then on Friday 17th May we received a phone call late afternoon from someone on our drive who had turned up with no warning to collect tiles. We were out and he contacted us on our mobile number. Told him tiles were on drive and just to take them. He said he couldn’t move them without them being on a pallet. Explained this was broken but he could have it to put them on but he said he wasn’t allowed to use a broken pallet. This seems quite ironic as initially we’d been told to load up 9 boxes of broken sharp tiles into boot of our car by hand and then get them all out at waste disposal!!
So they are still on our drive, we don’t know what’s happening now as no one has seen fit to let us know and we don’t have our tiles ready for bathroom job we have booked in on our return!”
“I ordered floor tiles paid for them
Not received them I want my tiles delivered were not informed that you were being taken over by another company I feel that I was misled”
“Twice I phoned to order a sample tile so I could make my decision. Paid for the sample was re-assured on my second phone call asking if the sample had been sent & never ended up receiving the sample. Wouldn’t try again”
“Company of Jokers
Tried to call their head office today (0345 307 5000) to enquire about outdoor tiles. The phone automatically and immediately hangs on. Just an inactive number! Tried to connect them via the customer service enquiries (0330 053 3362). Someone responded. I asked him which large showroom you can suggest to me near Leeds with a large number of outdoor tiles so that I can see them in person. I told him I have to drive from Leeds, please make sure they have most of the tiles listed on your website; becasue I want to see the actual tiles, not their photos. The person over the phone suggested the Doncaster branch. I drove 50 miles but literally, they had nothing in their showroom. Only a few old samples! The shop manager said unfortunately we are one of five out of 55 branches in the country that have not received the new tiles and do have not much to show you!!! Wanted to bang my head to the wall. Drove back 50 miles with no outcome. Shame on you and your idiot customer service.”
“Just before lockdown we spent a great deal of money on top quality porcelain tiles for our new bathroom. Unfortunately we have just purchased some extra as we had some damaged. When I ordered them I didn’t exactly know how many to order and was advised to order 2 boxes just in case. I was told I could return any unopened boxes. This was confirmed when I collected them. When I did return them I was told I was over the 28 days return date. It was obvious, even before a time limit was mentioned that they did not want to do a refund and were looking for a reason not to. I asked where this limit was advised and they couldn’t show me, they said it was on the original receipt, it was not! Twice I had been told I could return them, neither time was a limit given.
No where was it posted in store either. They then said the batch would have changed in this 2 or 3 days even though it had not changed in 3 years!
Be aware that customer service is not a priority for this company.”
“Ordered midnight blue metro tiles on line to be collected at Romford branch. Received phone call from Tom at the Romford branch saying they had them in stock and I could pick them up straight away. So I drove the 20 miles to the branch.
The guy behind the counter did not have a glue what was going on he first told me that I had to wait for internet orders to come through each time I told him that I had received a phone call from Tom saying that they were in stock and to come and pick them up.
Then after trying to find the order in his paper work he ask me for an order number. I was told to come in and pick up the tiles by Tom I was not given an order number.
In the end I decided that I had made an error by buying from such incompetent company I asked for a refund which was not given rather than letting the situation getting out of hand I decided to leave and take it up with head office.
Well that was another problem each time I phoned I was told I was being put through to customer services but then was told they wasn't available and the line was cut off.
So I have learnt my lesson trade with the respectable tile outlet's will be trying again to get through to head office again today failing this credit card dispute”
“Avoid like the plague - won’t be using again! Ordered some grout online for click and collect at my local store. Following day I got a call from the local store stating sorry the stock checker is wrong and they don’t have my grout. Then called to a store 10 miles down the road who confirmed they had some so took the time out to drive over. When handing over the grout I could see by the date stamp that it expired 3 years ago!!!! Needless to say I didn’t take it home. Called customer services asking if they could send it me in the post instead, to be told sorry, they can’t due to all their stock being out date. They refunded me but funny old thing, still available to order online....”
“We have used tile giant many times and…
We have used tile giant many times and there service has always been very good . How ever our last order on line came after 4 weeks ( not told it would take so long ) when it arrived one part of the order was completely wrong . Now we all make mistakes but it is how you sort them. I was told I could have a refund for the unwanted tiles and in 4 days they would replace . Now I had a tiler who now had no work for 5 days so we had to go to tile giant and get them . Our local shop was out of stock so had to travel to Croydon ( from Ashford Kent) to get them . Because of the size of the order I could not use my car and so the tiler went in his van to collect.
After explaining this to customer service they said” I could have 10% of my next order”.REALLY . Their mistake has cost me a days wages and petrol and a days work behind now . I am not pleased at all”
“DO NOT ORDER FROM THIS COMPANY, charged £40 delivery to only leave the kerb side, but unable to tell me a delivery day then refused to leave by side of house as i wasn’t in. on phone call the were extremely unhelpful. bad bad company”
“PLEASE DON’T USE, Ordering the tiles wasn’t a bad experience, but when we went to pick up the tiles we had to wait 2 hours while they looked for them, then to be told they hadn’t arrived from the warehouse. They said they would courier them to my house. The Bathroom fitter was ready to lay the tiles so had to cancel his days work, putting me out of pocket. I then went to chase up the delivery only to be told that they weren’t coming and now they were out of stock, and wouldn’t have anymore in for 2 weeks. We had to go to another tile shop which delivered the same tiles the next day. The sales assistant apologised but that doesn’t make up for the time i have waisted and the money lost. Birkenhead Store.”
“Bought tiles from the Coatbridge store and they had a 25% discount off ones we liked . When getting home we checked out the online website only to find the actually price we had been charged is the full price. This store is illegally putting prices up and pretending to give you a discount .
Do Not go into this store”
“Just bought bathroom tiles from the Coatbridge store. The tiles had a 25% discount off which was great , but since returning home with them and checking the full price online , the store has illegally put the price up and offering 25% which takes it down to the actual price it should be. So please beware of this company . Please don’t not trust them , go else where and get a better service”
“Tile Giant Erdington is an awful horrible place to work. They will end your job after 6 months probation ends. Management and area manageress have a plan already to fail your probation and you don’t have a leg to stand to prove yourself. They make you do all the odd jobs while they do all the sales. And then they blame you,lie to you, set you up, so you can fail your probation. They make you lift heavy packages from the pallets and from the shelves. Keep you doing all other odd jobs and laugh at you and put you down. Do not to Apply or work for Tile Giant. I have regretted and a lot the manager hides. You have to Pass all courses 100% on the computer. This will take over a month. Tile Giant Erdington another few traps for a new employee.”
English