“A word of warning if you decide to go for the 'Narrow street, smaller delivery vehicle' option at checkout. In our case, it transpired that this option would have attracted a surcharge of an additional £250.00!! - actually more than the cost of the tiles we bought, and we only found out about it after we had paid for the tiles. The extortionate extra cost was out of the question of course, so we were forced to accept delivery in a huge 7.5 ton lorry, the driver deposited the tiles at the bottom of our lane and my husband had to carry them 200 yards up the lane to our property, one box at a time. We are not young, and this was extremely distressing and exactly what I was trying to avoid. Total Tiles website promises that they are 'waiting to provide you with any support you need'. I can't really see how that promise reconciles with its disingenuous sales pitch or the callous treatment they meted out to us.”

Helpful Report

Posted 1 week ago

Good afternoon Carol, I am sorry to hear of the issues encountered with your delivery. We were very limited for options on how to resolve this, and apologise for the inconvenience caused to both yourself and your husband. We made you aware as soon as the issues came to light, and explored all possible solutions, however were unable to get a resolution. Once again, please accept our apologies, and if you require any further assistance, please let us know. Kind regards, Philip Morgan.

Posted 1 week ago

“Images are replicas of other products on other websites. My payment didn't work (apparently my address was wrong - it wasn't) so was asked to pay a direct link. All felt very suspicious. Don't trust them.”

Helpful Report

Posted 4 weeks ago

Good afternoon, I am sorry to hear that you feel your experience justifies this review. We want all of our customers to feel valued, and are disappointed that you feel this way. Having a secure payment system is crucial to us, not only to protect ourselves but also to protect our customers. This is not something that we can compromise on, and unfortunately the payment issues you were experiencing were due to a query somewhere along the process. Our team did offer to try an alternative method (the payment link that you mentioned), and also offered a discount to you, however we received no response from you. In this instance, our team wanted to explore every option possible to assist you. I'm sorry that you do not feel this to be satisfactory, if you do wish to discuss the discount further, please give us a call and we'll do what we can to help. Kind regards, Philip Morgan.

Posted 4 weeks ago

“Rude workers and I’m not happy with how they treat people whilst driving also!!”

Helpful Report

Posted 4 months ago

Good afternoon, Thank you for your reply, and please accept my apologies for any issues that you have experienced. I have asked our team to look into this as a matter of urgency. Once again, please accept our apologies, and we look forward to speaking to you soon. Kind regards, Philip Morgan.

Posted 4 months ago

“I ordered these tiles, advertised online 600x600 (small print advises that they could be 597x597). They arrived, and measured 596. They were too small for me to use. When I called up, they advised they would issue me a refund for the tiles if I posted them back, this wasn't going to include the £26.75 I paid to have them delivered, or the money I would need to pay to post them back. I was due a call back on Monday 30th from the Manager, this didn't happen. I called them to chase today (Tues 31st) and all I have been offered is a refund for the tiles at 'cost price' which is a total of £12. I paid £70 plus on these. I wouldn't recommend or use this company to anyone. Stay clear if I was you.”

Helpful Report

Posted 5 months ago

Good afternoon Ashleigh, I am so sorry for the delay in getting back to you, and thank you for taking the time to review us. I have asked our management team to look into this for you, as I want to make sure that it has been resolved. Once again please accept my apologies for this delayed response. Kind regards, Philip Morgan.

Posted 5 months ago

“Will not use this company again. Had tiles delivered in January and only just managed to get a tradesman in mid February who noticed two boxes of broken tiles had been delivered. Upon calling the company I was originally offered free delivery and to pay for the broken tiles which I refused to do. Was advised to send pictures via an email for a manager to make a decision. After a lot of back and forth I was offered the boxes of tiles for free alongside an £85 delivery fee baring in mind I had already paid £85 to get all the tiles delivered in the first place. When the tiles were delivered I was heavily pregnant and unable to lift tiles to ‘check’ them which I was advised was supposed to be done within 48 hours post delivery. These circumstances were not taken into consideration at all by the company and the ‘good will gesture’ of the free tiles actually worked out cheaper than the ridiculous delivery costs. As the majority of the tiles were already on the wall I had no choice but to pay the costs, a fact which this company were well aware. Disgusted at the lack of customer service and the delivery costs for minimal goods and would not recommend using this company.”

Helpful Report

Posted 1 year ago

Good morning Chelsea, Thank you for taking the time to leave this review, and I apologise that you're in this situation. Unfortunately due to the damage being reported over a month later, we were unable to send free of charge replacements. We do completely empathise with you, which is why we offered you the good will gesture - as your experience is important to us. I'm sorry that you do not feel this was sufficient, however I'm afraid that is all we could offer in this situation. Kind regards, Philip Morgan.

Posted 1 year ago

“I bought very large tiles for both my kitchen and bathroom and the tiles caused my tiler nothing but problems. The tiles were a mixture of two slightly different colours some were notceiceably much whiter than others. It seems Total Tiles do not check consistency of their tiles. On top of that, the tiles were different sizes. Some were smaller than others which left large gaps on the grout lines of each tile. We found this out several months after. We had to wait for our regular contractor to become available due to his busy schedule. Had we not waited so long I would have returned the lot!! We obviously checked the tiles initially to see how many arrived cracked but there were only two. Also the large wooden base crate that they deliver the tiles on should be taken away at the point of delivery. How am I suppose to dispose of the large thing? Based on my experience I will not purchase any more tiles in the future from Total Tiles. Not ever in this life time!! I don't want to even give them one star but I am forced to if I want to leave this review. I deliberately ordered from Total Tiles because I thought their products would be good and that they were a reputable company that is why I avoided smaller Tiling companies. How very wrong I was. Very disappointed all round with my experience considering how much I spent. So no, I would not recommend.”

Helpful Report

Posted 1 year ago

Good afternoon, I am really sorry to hear about the problems that you have encountered with your order. Unfortunately, different batches may have some variation in colour due to the manufacturing process, which is unavoidable. We do our best to ensure customers receive items from the same batch where possible. I can see that our customer service team has been in contact, but if you require any further assistance or wish to discuss this further with me please let me know – and I shall be happy to help Kind regards, Joshua Partridge

Posted 1 year ago

“Very bad service for someone that's not a trades person the site isn't clear that you are actually paying per tile and not per pack then they expect me to pay for the return. Very rude would not recommend them to anyone.”

Helpful Report

Posted 1 year ago

Hello, Thank you for taking the time to leave us a review today and I apologise for any inconvenience that has been caused whilst shopping with us. I have spoken directly to Total Tiles this morning and can see a senior team member has reached out to assist you further and help find a solution by offering to cover the costs of the return on your order. If you require any further assistance, contact us via the telephone at 01473 805959 or via our customer support email (customersupport@totaltiles.co.uk Thank you once again for shopping with us and we hope that we will see you again in the future. Kind Regards Joshua Partridge Training Team.

Posted 1 year ago

“Terrible trouble trying to checkout,review page taking up the whole right hand side of page while trying to make purchase, will give it one more go and then I will shop somewhere lease”

Helpful Report

Posted 1 year ago

Hello, Thank you for bringing this to our attention. We appreciate all the feedback we get from our customers and I apologise you have had issues at the checkout point of our website. I will pass your comments on to our IT department and make sure that we are putting the relevant steps in place so issues like this can be avoided in the future. We would still love to hear from you and help with regards to your review or any questions or purchases you would like to make, please feel free to contact our friendly customer services team via the telephone at 01473 805959 or via our customer support email (customersupport@totaltiles.co.uk Please accept my apologies again. Kind Regards Joshua Partridge

Posted 1 year ago

“Hi Total Tiles Due to the fragile nature of the tiles the company lacks care and regards to how packaging of tiles are prepared for transporting. I have had two bad episodes of damaged tiles on delivery. Company replaced the 1st due but not the second tiles due to the length of time it took to open package. I trusted that the company was able to live up to its standard by ensuring customers packaging are considered as fragile. The package arrived again in the packaging process with out protection only cling film wrapped around the pallet still not protecting the content within. The company refused to accept this as liability knowing that they failed to mark the transported tile as fragile. The company also failed to ensure the protection of the tile with the packaging. The boxes for tiles are not tightly secure hence reason for damaged goods. Total needs to review its packaging service for commuting and stop showing unduly care. This type of service is poor and shoddy for customers . I expect better quality of service . Future customers needs to ensure and check that total tile company are able to meet packaging protection for its customers. I was very disappointed with the fact that I had to re purchase product.”

Helpful Report

Posted 1 year ago

Good afternoon Marsha, I'm sorry you've had issues with your delivery, and that is not the level of service that our customers should ever be given, we have tried to call you today to discuss the nature of your review. If you need to contact us in the meantime, our email address is feedback@cmostores.com, please mark the email for the attention of the training and quality team. We look forward to speaking with you soon. Kind Regards Joshua Partridge

Posted 1 year ago

“Product is absolutely fine however the delivery was appalling. Having taken a wrong turn the driver couldn't access due to a narrow bridge but instead of turning around and going the correct way he refused to continue and I had to go, meet him and collect the tiles myself. If there had been an ounce of good naturedness involved in this I probably wouldn't have minded but the driver was condescending and extremely aggressive. I would not recommend doing business with this company again.”

Helpful Report

Posted 1 year ago

Hello, Thank you for the one-star review, we appreciate the honest feedback from our customers. I am pleased we managed to work on a solution to get the delivery issue sorted for you, again if you have any other issues then please let us know. You can contact us via email (Customersupport@totaltiles.co.uk) or telephone (01473 805959). Kind Regards Joshua Partridge

Posted 1 year ago

“Do not buy from Total tiles we bought many boxes and there was stained ink on the tiles as you can see in the photo and we contacted them and they told us it was dust which you can clearly see is not in the photo. We complained and they would not do anything about it and were rude. They ripped us off and will not return the tiles that are faulty so I am extremely dissatisfied with this service.”

Helpful Report

Posted 1 year ago

Hi Rania Thank you for leaving your review The Tiles were purchased 7 weeks ago, and after your floor was completely tiled you emailed us to enquire if we would collect the 4 boxes you have as surplus from Scotland, after explaining that we do not offer a collection service and whilst you were over the 30-day returns policy we would still honour a full refund, however, you would need to arrange this yourself and cover the cost for sending your surplus tiles back. You then explained there is a mark which runs along some of the tiles, after investigating this and explaining that this is a dust mark on the top of each box which is simply wiped off. You also confirmed that you had successfully removed the marks? I'm also very confused about why the marks in the image appear to be a lot darker in the image now? however, as the floor will be washed before grouting can commence I'm very confident that the marks will simply disappear. At Total Tiles customer service and the satisfaction of our customers is at the centre of everything that we do, should you or your tiler have deemed any or all of your tiles unacceptable following the required pre-installation inspection of your tiles, Total Tiles would have been happy to immediately exchange or refund any or all of your tiles, unfortunately, this did not occur prior to the completion of your tiling. The fixing of your tiles by your tiler implies that you or your tiler has accepted them. As mentioned, you're more than welcome to send the 4 boxes left over from your project for a full refund, however, you will need to arrange this yourself. If you need anything else please feel free to get in touch Kind regards Ashley

Posted 1 year ago

“Beautiful floor tiles for our kitchen Great customer service A small issue was resolved quickly”

Helpful Report

Posted 1 year ago

Hello Jayne, Thank you for bringing this to our attention. We appreciate all the feedback we get from our customers. Thank you for taking the time to speak with us this morning and letting us find a solution. As agreed, we will replace the damaged adhesive and refund some of the delivery charges from your order. If you require any further assistance, contact us via the telephone on 01473 805959 or via our customer support email (customersupport@totaltiles.co.uk Thank you once again for shopping with us and we hope that we will see you again in the future.

Posted 1 year ago

“Bought tiles for next day delivery and first delivery date available was four days later. Received confirmation of order and even received an email stating the tiles were with the courier and would be delivered on my chosen date. The following day I received a voicemail message telling me that my tiles weren’t in stock and would take another four days to arrive I had to cancel as I had a landscaper booked for specific days to fit with original delivery date Certainly not good customer service”

Helpful Report

Posted 1 year ago

Hello Dawn Thank you for bringing this to our attention, we appreciate all the feedback we get from our customers. We can arrange a call at your earliest convenience, otherwise, you can contact us via the telephone on 01473 805959 or via our customer support email (customersupport@totaltiles.co.uk Please let us know how you would like to proceed.

Posted 1 year ago

“Not happy Goods still not received.”

Helpful Report

Posted 2 years ago

Hello Mark, Thank you for the two-star review, we appreciate the honest feedback from our customers. I am pleased we managed to work on a solution to get the delivery issue sorted for you, again if you have any other issues then please let us know. You can contact us via email (Customersupport@totaltiles.co.uk) or telephone (01473 805959).

Posted 2 years ago

“Shocking service 0-10 not recommended”

Helpful Report

Posted 2 years ago

Hello, Thank you for bringing this to our attention. We have tried to make contact with you so we can look into this further. We can arrange a call at your earliest convenience, otherwise, you can contact us via the telephone on 01473 805959 or via our customer support email (customersupport@totaltiles.co.uk Please let us know how you would like to proceed.

Posted 2 years ago

“Delivery and breakages Shocking service over 20 tiles broke but that not the end of the world as I over order but I live at 93 the pallet got put on 91 drive a neighbour I don’t get on with and I was working 2h away when I got a phone call from my next door neighbour telling me to move the tiles of there drive right away I then had to drive 2h back from London to frome to move tiles what been put on the wrong drive meaning I could not book a days work in for that day meaning I lost £200 in wages then £45 in fuel driving up there then having to turn right around to come home to move tiles I then had to buy the neighbour a bottle of whisk and his wife a bottle of gin to say sorry for total tile and the delivery company they use mistakes as you can imagine the neighbour was fuming 😡 considering we don’t get on anyway so that mistake cost me close to £300 total shocking worked out very dear tiles in the end Order #1002225919 But must say it very fast delivery Shame it was not put on the right drive and delivered to the right address now £300 out of pocket Phone you back got told you was on the other line and you would phone back that was 11.10am it now 3.26pm and no phone call back finally got a call back at 3.50pm £300 out of pocket and got only the cost of the delivery back of £35 and so called a old lady said it was ok to put them on next door drive that funny as there is no old people who live here kids are 18 and 22 and that the only people in yesterday so very strange not happy at all considering how much I’m out of pocket would not recommend a big Fat 0-10. go to topps tiles a lot easier to deal with a bit more dearer but worth the cost due to the hassle you get with this company As said £300 out of pocket thanks to this company and a £35 delivery charge refund shocking considering this is there fault”

Helpful Report

Posted 2 years ago

“**warning before making large orders** No warning of curbside delivery until we had 0.94 tonne dumped on the end of a shared driveway. Driver stating we were lucky that it wasn't on the road as its a standard curbside delivery. While customer services were empathetic, there was an overall 'sorry but you're on your own' attitude. This issue caused no access for our elderly neighbours son to pick her up from outside her home and blocked our car from leaving. This caused issues on a Monday morning as unable to work until they were moved by hand by us.”

Helpful Report

Posted 2 years ago

“I put in an order after receiving a sample I liked, and spoke to a helpful agent who made good recommendations about the amount to order, grout, adhesives etc. However, the delivery could not be made to my property despite the agent liaising with the delivery company. The reason being that as a pallet delivery they would not deliver onto my drive (despite my having numerous deliveries made by other companies this year) and would leave the delivery on the road (not feasible as there is no pavement, this is a rural property). Therefore the order was canceled, a lot of time wasted and one very frustrated customer lost to an alternative firm with a better delivery company.”

Helpful Report

Posted 2 years ago

“No phone call prior to delivery as it states on confirmation in fact no email to confirm delivery had even left let alone a time. Tiles arrived on pallet which I had paid £35 there was no need for a pallet I had 4 packs and managed to carry them easily. Tiles not as described so wanted to send them back but apparently they do not arrange for tiles to be returned to them so I had to get a quote to do this but the two couriers they gave me said no quotes were available so how am i supposed to return the goods if their own couriers won’t pick them up? This company have taken away my consumer rights as a customer by doing this and I will be taking it further as I now have unwanted tiles which they say I can return but I actually can’t because their couriers won’t get them, it’s a con!”

Helpful Report

Posted 2 years ago

Hi Thank you for taking the time and leaving your review. We offer free postage & packaging on all samples, this allows customers to ensure their happy with the product before placing an actual order, unfortunately, I can see you didn't use this service and placed your order directly on our website without a sample. All deliveries are classed as " Kerbside " and delivered on a pallet like every other tile supplier, this is because tiles are very fragile in transit, whether it's 4 large boxes or 40 boxes, strapping and wrapping the tiles to a wooden pallet is the safest way to ensure customers receive their goods undamaged. Looking into your order I can see the tiles were delivered on the day you selected, also, as we use a third party courier we state that we ask the courier to call you approximately 1 hour before, however, this is not guaranteed although we can retrieve an estimated time of arrival if you call us on the day. Each delivery is also subsidised by Total tiles, although you paid £35 to have your tiles delivered, the true cost is approximately £60. however, as per our terms and conditions, you will receive a full refund for the tiles including your original £35 delivery charge once the tiles have been returned. However, it is your responsibility to ensure the tiles are returned in a resalable condition. Kind regards Ashley

Posted 2 years ago

“Could not believe the amount of bubble wrap - 7 metres?!? to pack a floor tile sample is beyond mad! The rest of the world is reducing plastic use but total tiles seem to be all but! Please Please just pack with paper and it will be just as protected”

Helpful Report

Posted 2 years ago

SAMPLE PACKAGING Although initially our sample packages may appear to use an excessive amount of packaging, many years of experience, trial and error have lead to our current solution. As sample packages are delivered by parcel courier companies, they travel through networks which include sorting machinery, shoots and a number of manual handling stages. In order to ensure the sample package reaches it's destination in the same perfect condition it is dispatched in, the packaging we apply is necessary to avoid the need for us to send replacements which is far more wasteful of resources. We have trialed many different packaging methods and found our current solution to be by far the most successful, although we continue to investigate new technologies to seek an improved alternative solution. All materials used are recyclable and Total Tiles supports The National Forest tree planting program to offset the carbon footprint of the bubble wrap used. Whilst we would love to simply wrap the samples in " Paper " unfortunately this would simply result in hundreds of customers every week receiving broken samples. I would also imagine that a 1 star review would have still been left if your sample arrived wrapped in paper but broken. https://totaltiles.co.uk/help-center/do-you-care-for-the-environment/ Kind regards Ashley

Posted 2 years ago

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