“I’m sure this review would be better had I actually received my entire order. I ordered tile samples 2 weeks ago and only part of the order turned up. Was told the rest would be with me in the following days… and I’m still waiting…”
I'm really sorry to hear this Carly, please could you give one of our team a call on 0330 053 3362 and we'll be sure to sort this out for you. Many thanks, Tile Giant
“I ordered a Rubi Tile cutter that was clearance and at a good price. I paid for next day delivery as a needed to start tiling immediately but when it arrived it was in used condition, even the scoring wheels were missing. This meant that the next day delivery and the tile cutter itself was useless. Tile Giant did resolve the issue but I was unable to tile for over two days until replacement wheels were sent.”
“if you are renovating an entire house like we did then look somewhere else. the tiles are lovely but i think it should be made really clear that when you go into store and order, those are not delivered to your house. over a thousand pouds worth of tiles. they will be delivered to store and you will have to make multiple trips to the store for days and days to ge them home in your hatchback car and the store assistant will not help to load them into the car. when we made the order in store we said this was our address and the assistant said they don't need that yet, so we thought they will ask for our address later. not once was it mentioned that the tiles are not delivered. very heavy boxes too.”
“simply awful supplied two shades and two sizes of tiles and refused to accept that they made a mistake.
Upon complaining I was basically told too bad you have fitted the tiles. The refusal for for a simple apology is beyond me. never never use this company for anything unless you want to receive the poorest of the poor customer service. TERRIBLE AVOID”
“I requested several tile samples for which I had to pay £15. I only received 1 tile which was broken. To date after several requests I still haven't received the rest of the samples. If this is their customer service I won't be buying anything else from them.”
“We were very disappointed by the service.
Went for click and collect service to be told, they weren't available for three more working days.
Wrong tiles dispatched, this was not picked up by the service, instead by our bathroom fitter.
Collection arranged, but the courier wouldn't collect as the tiles weren't packed. So another collection had to be arranged.
Refund arranged, but when processed they refunded 12 tiles not 112. This had to be flagged by myself, even though the refund was processed by head office.
The experience resembles a carry on sketch. I wanted tiles not a comedy sketch.”
“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”
English