“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.”
“This review is to make people aware both of the ridiculous returns policy as well as the appalling customer service I received from Tile Giant.
Having completed tiling of a new bathroom I had 10 tiles and 2 sheets of mosaic left over which came to around £120.(having spent £900) Due to circumstances beyond I admit it had been 58 days since I purchased the tiles however they the tiles were still being stocked and not discontinued.
I returned them to the store where I was promptly told that had I purchased them in the store they would have been able to refund but as they were purchased online I had to contact the customer service.
I contact via email customer service, I was more than happy with store credit as I had a significant number of tiles to purchase for other parts of this renovation.
I received an email from customer service stating terms and conditions were 30 days no exceptions. I was somewhat surprised by this given their own invoice specifically states not to book a tiler before the tiles have been delivered given most decent tilers will have a two to three week waiting list therefore the opportunity to return tiles within 30 days is almost non-existent.
I asked to have an email address to a customer service manager. Having emailed then customer service manager, after 24 hours I received nothing I emailed the customer service manager again from which I received the most staggering response I have ever received “I didn’t realise you wanted a response to your email” of which he said you can’t return them mainly due to batch number issues.
This was somewhat a surprise given that part of the tiles I wanted to return was a mosaic which has no batch number as they are completely artificially manufactured, and secondly the original tiles I had been delivered came from two batches.
Apart from this stringent returns policy which by the way Topps Tiles is 60 days, the complete unhelpfulness of the customer service manager is something I have never experienced before a simple “didn’t realise you wanted a response is just unacceptable”.
Needless to say I will never purchase any more tiles from Tile Giant and they have certainly lost out in value much more than it would have cost to take back the original tiles. And I strongly recommend anyone else looking around especially if you are buying large expensive tiles to look elsewhere.”
“Something noteworthy of Tlie Giants claim for service and competitiveness
Bought from them a ltr bottle of LTP floor cleaner in their Durham branch. You can pick this up in other stores for £9.90 Tile Giants competitive price £12.65 . When I asked why they charge 25% more “ do you want it or not “ was his reply I’m just about to refit my bathroom and I’d rather put pointed sticks in my eyes than go back looking for tiles in that store .... morons”
“Poor communication, tiles ordered 'click and collect' Monday. I called Thursday as hadn't heard anything. They said delivery would be Friday. Called Friday and they lied saying that they hadn't received my order although the guy actually told me about my order details the previous day. Now saying next Wednesday. Ridiculous waste of my time and a paid tiler.”
“If I could give zero stars, I would. Do not ever use this company if you need to rely on them.
When one is ordering tiles, it is fairly common to need them on a set date - either to install yourself, or for hired builders to do it. This should not surprise Tile Giant.
I ordered tiles on Sunday using the "within two to three working days" package. My maths is reasonable, and three days from Sunday is close of play Wednesday - at the outside, so I booked my builders in for Thursday am. Unfortunately in Tile Giant's world, Monday does not count as a day.
This would be bad enough, but I emailed Tile Giant on Monday as they sent a very unclear delivery note, referencing 3-5 working days. I then spoke to them yesterday (Tuesday) and was told they would organise a delivery by early Thursday am at the latest. I explained that if they could not, I would cancel the order and reorder direct from the manufacturer, which could provide a more speedy service. But when I called today to ensure it was all okay, I was told the tiles would not be here until the END of Thursday, meaning I was paying the builders for scratching their bums, AND if I wanted to cancel I would have to pay a fee of around £50! (My whole order was only around £70). This is an example of the worst customer service ever and the rude person on the other end of the phone also went on to hang up on me. Do not ever use this company if you need to rely on them. But if you get stuck, remember you can use credit card clawback. I intend to ask Visa to cancel the transaction and refuse delivery - it is the only way to deal with idiots like this.”
“f I could give zero stars, I would. Do not ever use this company if you need to rely on them.
When one is ordering tiles, it is fairly common to need them on a set date - either to install yourself, or for hired builders to do it. This should not surprise Tile Giant.
I ordered tiles on Sunday using the "within two to three working days" package. My maths is reasonable, and three days from Sunday is close of play Wednesday - at the outside, so I booked my builders in for Thursday am. Unfortunately in Tile Giant's world, Monday does not count as a day.
This would be bad enough, but I emailed Tile Giant on Monday as they sent a very unclear delivery note, referencing 3-5 working days. I then spoke to them yesterday (Tuesday) and was told they would organise a delivery by early Thursday am at the latest. I explained that if they could not, I would cancel the order and reorder direct from the manufacturer, which could provide a more speedy service. But when I called today to ensure it was all okay, I was told the tiles would not be here until the END of Thursday, meaning I was paying the builders for scratching their bums, AND if I wanted to cancel I would have to pay a fee of around £50! (My whole order was only around £70). This is an example of the worst customer service ever and the rude person on the other end of the phone also went on to hang up on me. Do not ever use this company if you need to rely on them. But if you get stuck, remember you can use credit card clawback. I intend to ask Visa to cancel the transaction and refuse delivery - it is the only way to deal with idiots like this.”
English