Porcelain Superstore Bewertungen 443

More stars needed.

My order arrived on my chosen day, communication about timings and tracking were first class.
Unfortunately 4 tiles were damaged, this was due to the courier, not the packaging.
I emailed along with photos late last night and received a reply first thing this morning from Emily offering either a refund or a replacement.
Porcelain Superstore have exceeded my expectations with customer service and price.
The tiles I chose were cheaper at Porcelain Superstore than any other supplier online plus there was an Easter offer of 15% off.

Thank you very much Porcelain Superstore, fab tiles and customer service. As I said more than 5 stars is needed 🎉

Avoid at all cost. Not reliable, they only delivered part of the order and admitted they messed up the delivery. That's it, since then a week has passed and absolutely no contact. Don't buy from them, there are so many other companies that offer tiles and so much better service.

Glossy website, slick ordering system, lots of gratifying messages etc.
However when it comes to delivery it starts to go wrong.
The order was due on the Friday (disclaimers etc cover delays) no tracking, no notification of non delivery on Friday. (how do you plan for trades?)
The order arrives on Saturday with at least two boxes damaged (around 22 tiles broken) I contact customer service and get a fast reply asking for photos, I supply the photos of some broken tiles.
The tilers start the job rather than waiting for replacements by using parts of the broken tiles as cuts. At the end of the job I let Porcelain Superstore know that about 22 tiles were damaged and no need to send replacements.
Then the fun begins.
They ask for photos of every broken tile.
The broken ones have been used as cuts and have been installed.
I send some photos of remaining part tiles.

This is the email dialogue :
Hi xxx, in total there were 22 tiles broken or edge damaged. We have managed to finish the job with cuts to the broken tiles so do not need replacements Thanks

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Thanks for sending the images over, in order for accounts to process the refund they have advised they require more photos of the damaged tiles as this only shows less than 15 broken.

If you can get some more photos in i can organise a refund for you.

Thnaks,

########

Hi xxx, they were in the original photographs sent and some have been cut and used - the remnants are probably in the skip now.

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In that case we will be able to proceed with a refund of 15 only if evidence can not be provided.

You will receive confirmation via email to confirm once this has been actioned. Please note that it can take up to 10 working days for the funds to appear back in your account.

If there’s anything else I can do in the meantime, please don’t hesitate to reach out.

#############

I find that quite surprising really xxxx, you put us through the inconvenience of having damaged goods - we compromise with the tiling to get the job finished and then you ignore our estimate of how many damaged tiles there was - leaves a sour taste really. Have you heard of customer service and future goodwill ?

########

Thank you for your message.

I do appreciate your frustration and understand this hasn’t been an ideal experience for you.

That said, you’ve openly admitted that the “damaged” tiles were still used for offcuts, which indicates they were usable and not all genuinely defective.

You’ve also been unable to evidence 22 damaged tiles, the images provided show fewer than 15, with some duplicate photos attached. Based on what can actually be verified, a refund has been issued for 15 tiles only.

This refund has now been processed and should be back in your account shortly.

#########

Dear xxxxxx, what a ridiculous response.

I quote "That said, you’ve openly admitted that the “damaged” tiles were still used for offcuts, which indicates they were usable and not all genuinely defective"

If I buy 6 boxes of tiles is it reasonable to expect that they arrive intact and usable?

The tilers were already sent away on Friday when the tiles did not arrive (yes I know you have disclaimers in your order acknowledgement) but trades have to be booked in advance.

The efforts to use the damaged tiles on Monday were to progress the job rather than wait for replacements - this was to do you a favour as well

Clearly you cannot see that firstly, a late delivery with no tracking was unhelpful, the inconvenience of having damaged packs could have delayed the trades in finishing the job. This along with the ridiculous response from your company just tells me not to use you again.

Yours sincerely

I hope you show this to your three founders - Your marketing efforts have been excellent - pity about the product and service

I ordered tile samples from Porcelain Superstore at the same time as placing orders with several other well-known tile suppliers. All of the other suppliers' samples were dispatched quickly; however, a week later, I had received nothing from Porcelain Superstore.

I contacted them and was told that the parcel had been lost by Evri and that a replacement would be sent. I asked for tracking details, but more time passed, and I never heard back or received my samples.

I then carried out further research on Porcelain Superstore and came across numerous negative reviews, so I’m glad I didn’t continue waiting. We have now ordered our bathroom floor tiles from another supplier.

Everything I ordered arrived on time and was as ordered. A few of the tiles had been cracked in shipment and their customer service was amazingly good. No quibbles, I sent them photos and they sent replacements faster than was reasonable to expect, above and beyond! Thoroughly recommended.

0 stars if I could, their delivery driver was so rude and difficult, he started swearing at my wife and insisted to leave the pallet in the pathway while he had so much space to use , he's very rude , I don't need your tiles anymore.

Avoid this company if they employ people like him

⭐⭐⭐⭐⭐ Great Experience!

Excellent service from Porcelain Superstore. Sam Yousef was very polite, helpful, and professional. They have top-quality porcelain tiles in stock at very reasonable prices. The whole team is great, and the boss Mehdi runs a fantastic business.

Highly recommended to anyone looking for high-quality porcelain tiles!

We combed the Internet looking for the exact tiles we needed for our farmhouse kitchen. Porcelain Superstore had the best range of tiles and we we selected some porcelain tiles that resemble stone, but will be non-porous and thus truly cleanable. The free samples turned up very quickly. We ordered the selection we liked best and they too arrived very speedily on a large pallet. It was a while until we could lay them. When they went down we were delighted with their appearance and the irregular style. Unfortunately a couple of tiles right at the bottom had cracked. I notified Porcelain Superstore and they replaced them immediately, despite it being way beyond their policy that customers should check all tiles within 24 hours of receipt. Highly recommended, and many thanks to Liz and her team.

Just a beware, DO NOT order small quantities. Anything weighing over 18kg attracts a minimum delivery charge of £40. I inadvertently ordered 3 boxes of small tiles costing £85 and was charged £40 for a kerbside delivery but Emily was kind enough to credit me with the £25 “first order discount” that I’d missed making it more reasonable. The driver was very helpful by using his powered pallet truck to deliver right to my door. I started out grumpy but in the end I was very happy.

We regularly source tiles from Porcelain Superstore for a wide range of our design schemes, and we’ve been working with them for several years now. In that time, we’ve always found them reliable and helpful, and have never had cause for concern.

Most recently we worked with Emily to secure some end-of-run tiles for upcoming projects, and the service was genuinely fantastic. Emily was an absolute pleasure to deal with. She has a natural gift for taking an interest in what her customers are trying to achieve and really listening to their ethos and what is behind the order.

She worked incredibly hard to secure the tiles, hold them for us, and make sure everything was organised and ready for collection. When you’re managing multiple projects and tight timelines, that level of care and communication makes a huge difference.

I know there are a few mixed reviews online, but our experience over the years has been consistently positive — and this most recent interaction with Emily was particularly excellent.

Thank you Emily and the Porcelain Superstore team. We really appreciate the support and look forward to working with you again.

I would just like to say a big thank you to Emily for all her help and support with choosing our tiles selection whilst doing our bathroom renovations, her product knowledge was second to none, she went above and beyond in helping us, I would definitely recommend this wonderful company and we absolutely will be using them again on our next project. Once again Thank you Emily

I had a very good experience with Porcelain Superstore, despite some of the reviews. I checked to make sure they had enough stock of the tiles I wanted and placed the order. They arrived quickly, the tiles were lovely and just as described. There was a slight issue which they resolved really quickly and the
customer service was brilliant.

Porcelain Superstore have supplied the tiles and underfloor heating for three of my bathrooms and my kitchen / utility room. The selection of tiles is second to none, the prices competitive and the customer service I received was exemplary throughout. I will definitely use PS again and recommend them to friends.

Delivery arrived today and every box was soaking wet. Really disappointed because now I have to remove all the cardboard otherwise it was create mould if left for to long.

1000% recommend. this company. I bought tiles from them. 90x90. 1000% recommend

Awful service - stock never matches what they say on the website and their 'Customer Service' is terrible. Dismissive and make no efforts to try resolve issues. They left me with an en-suite with a few tiles missing and just said they couldn't help after 'dropping the pallet' when loading it for delivery. 2nd time they've had 'issues' with this tile so probably just never had it in stock and leave it until the last minute to make up an excuse.

Also don't publish anything less that 3 stars on the reviews on their website...wish I'd come here before placing orders with them!!

This isn't just disinterested employees either, had 'communications' with one of the founders who is 'obsessed with epic customer service' who required endless chasing and never followed through on his promises of refunds for damages.

Order fulfilled promptly.
Some tiles delivered damaged, owing to transit.

Emily, at PS immediately and unquestioningly responded to emails and photos and initiated full refund for an entire box.
Excellent customer service !

I made the mistake of using this company . They made the original delivery one week late which was not complete. The second delivery has failed three times in two weeks we have wasted funds on wages for tradesmen and labour which amounts to more than the tiles cost in the first places
So you will find this is a very expensive company to use

They make price matching too difficult. Seems like they will do anything to get out of it. May as well go with the original company which I will look to do

I received my boxes of Casablanca tiles today having previously purchased the incredible Saigon pattern tiles from the same company. I must say having scanned the internet for the correct tiles for my kitchen I am more than pleased. Believe me these tiles are a work of art + I can't stop looking at them. Great service too...thank you !