Mandarin Stone

a year ago

I ordered tumbled marble tiles for two bathrooms. As expected, there was natural variation in colour and finish, which added to the overall charm. However, one tile arrived with a noticeable sharp chip on the front—something our tiler immediately pointed out. I contacted the company requesting a refund for this single tile (worth £16) and offered to return it. Our total order exceeded £1,000. Despite explaining twice that this tile was visibly different from the others and from what was shown in the showroom, the company insisted ‘there was nothing out of the ordinary’ and suggested I use it as part of my project’s ‘wastage.’ I find this unacceptable—selling a clearly damaged tile at full price, with no willingness to offer a refund is poor practice. They also refused a return on the basis that it was outside their 7-day returns window. However, for a bathroom renovation project, it’s virtually impossible to personally inspect every single tile in advance. These items are typically ordered weeks before the work begins to ensure everything runs smoothly. This makes their strict returns policy both impractical and unfair. It’s disappointing that even after a significant order, they were unwilling to acknowledge a legitimate issue with just one tile. Regardless of their reasoning, it’s still a chipped tile, distinctly unlike the rest.

7 months ago

Great products and helpful but completely spec’d the number of tiles we needed wrongly. They had all the wall dimensions etc but we still ended up with an extra £500 to spend on one type of tile as we needed double what she said we needed. We then had a surplus of another and they charged us 20% to take them back when she told us we needed more. Shame.

2 years ago

Nice showroom and knowledgeable staff. Delivery drivers were lovely, and only 1 broken tile out of 2 big crates. Absolutely love the tiles. Will be coming back for next project. Thanks

a year ago

The tiles are beautiful and have all arrived in one piece. I price compared across several sites using Google Image search on the stock image, and they were by far the best for this tile. I appreciated their fast and friendly email response when I asked what grout colour and width they were using in their product photos. Good prices too on the Ardex grout and adhesive. They offer 7 days to check for breakages, too, when all other companies I've ordered from were 24-48 hours. Seems very fair. I would buy from again. Update - Just made a further order of a different tile and I'm very grateful for the excellent customer service from Luke Preedy at Head Office Admin. Excellent response times and friendly emails to help me make this second order. Much appreciated :)

a year ago

Fantastic advice and expertise from staff at Monmouth store today. The store stocks great products but staff really make the place. Brilliant on both visits I've made so far.