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Reviews 369
B Wills
Jan 12,2022I was terrified after placing a large order with Porcelain Superstore and then reading all of the reviews on here, however it all turned out perfectly in the end. I was so panicked in fact I rang up to confirm my order was going to be delivered! I got through very quickly and spoke to someone very helpful who called the courier and then called me back to confirm the time. My order was delivered promptly in the morning on the day I booked the express delivery and all the tiles were in good condition. Just wanted to reassure anyone else that places an order that mine went seamlessly.
Rob
Jan 11,2022I ordered over £250 worth of tiles from Porcelain Superstore. At checkout I selected my delivery date, and paid the £25 delivery charge. I then heard nothing from them, until I phoned 2 days after my delivery date only to be told the order had gone through but had been missed by the warehouse. To rectify this they said they would refund shipping costs and express them to me on a next day service. A few hours later I then received an automated email informing me that the tiles I had ordered were in fact now entirely out of stock and wouldn't be available for 2 months. I cancelled my full order and requested an immediate refund. Would not use this company again especially with something as time sensitive as tiles for a bathroom build. Order no. 438515
caroline carty
Jan 07,2022I didn’t order my tiles from here as I found a local tiler - however before finding him - I asked Porcelain Superstore for lots of samples which they sent for free. They were well packaged and delivered quickly. I can’t fault the initial service I received.
Frank Hardy
Jan 04,2022Ordered tiles came on time. Exactly what you hope and expect. My order came up short so had to order a few extra boxes did an express delivery and they came within a few days before tiler moved to another job. No delays 👍.
James Halliday
Jan 02,2022I was having a loft-conversion done, where fitting was included, but I was responsible for getting all the hardware. Ordered my tiles in plenty of time from Topps, who then mailed me a fair bit later to say they couldn't fulfill my order. *Incandescent rage/panic* I ended up using Porcelain Superstore as they were the only company I could find in the UK that had the tiles I wanted and had them in stock. I was very happy to then find they were half the price Topps were selling them for. However after ordering, I realized their free delivery wouldn't get them to me in time (my fault for not reading), so I called them in a mild state of panic. A lovely person answered immediately, told me they could expedite for a small fair fee and kept me on hold whilst they went down to the warehouse to ensure my order could be expedited. Tiles arrived on time and I'm an exceptionally happy customer. #edit After my great experience last time, used them again. Then saw some of the negative reviews here and had a small panic. Their courier actually called up to say they were in the area and ask if they could deliver a day earlier (why yes, yes you can). Again, I've got nothing but praise .
HELEN O'BRIEN
Dec 28,2021So far… not so good… The tiles I’ve ordered look amazing from the sample I received in quick time. However I ordered them in November and there is still no sign of them. I’ve contacted customer services twice snd just get a standard answer of ‘they are not in stock but we will let you know when they are’ with no hint of when that might be. Are we talking another week? Month? Year? I’m really unhappy with the poor information and reading other reviews here makes me feel very uneasy.
Gavin OGrady
Dec 03,2021I feel compelled to add to the slew of terrible reviews here because I can honestly say I don't think I've ever had such a bad delivery experience from a company in my life. And it's not over yet! I'm dumbfounded that this can even happen. Tiles were due on 2nd December, at 5pm I got a call to say that the courier was behind and was not delivering today. Not ideal but I understand these things happen and I asked if I could get a specific time for the next day (3rd December). Nobody called me back to let me know what was happening. I rearranged my day so I could be home for the delivery anyway. I emailed for an update and was told that the tiles have been delivered. Ummmm no they haven't. Apparently the courier says they have been delivered but I've been in all day, nobody rang the bell and more importantly there are no tiles outside my house. That was at 12, nearly 5 hours later I am still none the wiser where these tiles are and if I will actually ever receive them. I've called customer services multiple times but they have told me the courier can't reach the delivery driver so there is nothing they can do. They shut at 5pm so it's down to me to try and locate these with the delivery man. I need these tiles for Monday and have no idea where they are. It all seems so odd and confusing. This has been incredibly stressful and if I had read the reviews on here first I would never have bought from here. I just want some urgency and some answers but all I'm hearing is "sorry there's nothing more we can do". So now my tiles costing nearly £1000 are sat somewhere and no one can help me. Save yourself the headache and order from somewhere else. Update: I eventually found the tiles, dumped at the end of my road outside somebody else's house. They'd been sat there for a couple of days, unsigned for and unchecked. I had to drive down, pick them up and unload them at my house. I did this with no help whatsoever from Porcelain Superstore who remarkably by Monday afternoon still couldn't tell me what had happened or where they were. They clocked off at 5pm on Friday and left me to worry about it over the weekend. Thankfully I have them now but with no help whatsoever. If I could have been told where they were sooner we would have avoided this. Porcelain Superstore need to urgently change their delivery service and upgrade their customer service dramatically. Avoid!
Steph Arnold
Dec 03,2021Ordered tiles on the 28th paid for express delivery as needed urgently, tiles were due on the 2nd December got to 4.30pm and I called Porcelain Superstore to chase, they stated they would call the courier and get back to me, no one bothered calling back. Toilet had been disconnected on the 2nd ready for the tiler to fit behind the pipes, elderly 80 year old mother was prepared to have to use a bucket over night as she is unable to manage stairs to use upstairs bathroom. Continually chased today, told would be called back but nothing, called again and spoke to Liz who was to be fair very helpful, as opposed to the others I had spoken to. I called the courier direct and was told that the tiles were not due to be delivered until Monday, they only received the instructions on the 1st December and Porcelain Superstore had requested ECONOMY delivery as opposed to the EXPRESS I had requested and paid for. Liz then kindly called me back and said there had been a delay and confirmed what I already knew from the courier that . they would arrive Monday, explained I had already spoken to the courier and the reason they were coming Monday was because Porcelain Superstore had requested economy despite taking my money for express delivery. Nice little scam going there, and likely the reason for the massive amount of poor reviews due to late delivery. 80 year old Mum now having to manage doing her business on the bucket for the foreseeable. Currently trying to find a van so I can get to the local haulier where the tiles are currently sitting, to pick them up tomorrow morning myself. I've ordered further tiles since this lot that are supposed to be delivered on Monday as well, pretty sure that's not going to happen either. No honesty or transparency.
Drusilla Cherry
Nov 19,2021As with lots of these other reviews, it has to be said that whoever this company uses to deliver your goods, seriously lets the side down. Whilst the range and prices are ok, don't be fooled into thinking that when you order, and choose a delivery date, that you will actually see your purchases when expected. Had I not needed additional tiles I would not have used this company again as turning up 24 hours later than advised without an apology or explanation is just ridiculous. And you're supposed to be grateful. When I paid for second lot of tiles I hadn't a choice as the next delivery date was a week after my order was placed. However that does not appear to he adequate time for a firm specialising in logistics to organise getting two tiny boxes of tiles to you on the day agreed. And for 25 quid!! It's got absolutely nothing to do with Covid, it's just the usual lame excuse for poor management. I am still waiting for my tiles, no one answers your calls or lets you know why you've wasted another day off work . If this company valued it's customers it would change courier as clearly they are inexplicably late with every delivery!!
Joey
Nov 16,2021Ordered tiles on 12th October. 4 week wait. Fine no issues. Rang today for an update as they should be with us already. Passed from pillar to post and promised phonecalls back but nothing all day. Had to phone back again just before closing to be told at the earliest it would be end of December. So at least 10 weeks from ordering. No one bothered to ring to let us know this would be the case so my ensuite is now going to be out of action for a substantial amount of extra time and we can't move on with it without tiles laid. The female who finally told us there would be a delay was not apologetic at all, did not give two hoots that we had not been informed about the delay or that we had been promised phonecalls today that didn't occur. Requested refund. Let's see if I have to chase that as well! You might be okay if they are in stock. Who knows. I won't be ordering again to find out. I appreciate we have delays at the minute with the situation but the way it has been dealt with is unacceptable when paying a business for a service.
Brett Halliday
Nov 08,2021OK, so I know I only paid for kerbside delivery but when the delivery man came , he had the tiles stacked on a little electric hand driven fork lift truck. He drove this six feet onto my drive, and stopped in the middle of the entrance of the drive, thereby blocking it I asked him politely if he could drive his little truck an extra 20 feet up the drive towards the garage door, so the tiles would be out of the wayn n(this would have taken him zero effort and about 60 seconds of his time), but he refused: a) because I had not paid for this service b) because he was not insured I think that was pretty pathetic. I have heard of "elf and safety" issues preventing people from acting sensibly but I have never experienced it in person before. I had to carry 11 packs of tiles, at 25 kg per pack, myself, which was not at al easy.
n/a
Oct 29,2021AVOID THIS COMPANY AT ALL COSTS. I paid for express delivery and contacted customer service directly to confirm. I was assured the tiles 'were with the courier' and yet the delivery date came and went. It's been impossible trying to get anyone on the phone. Terrible customer service, bordering on fraudulent.
Kandy
Oct 27,2021I received my small tile order today and am so impressed with the company. Liz and Sophie were kind, helpful and professional. I am disabled and the attention to delivery detail was fantastic. I cannot recommend this company and its amazing staff more highly. Thank You!
Mitch
Oct 22,2021Delivery driver very aggressive towards my heavily pregnant girlfriend when she asked if he could move the pallets to a better position, other than the kerb outside our house as they would get stolen. She called me down from a work meeting to discuss with him and he wouldn't even acknowledge my existence. Completely ignoring me every time I tried to reason with him. Without dialogue moved them to a slanted path, so that now my pregnant girlfriend had to physically hold the whole weight of the pallet to stop them falling over, whilst they were unloaded by myself. I've never met anyone quite like this person.
Tom Carroll
Oct 16,2021We are in the process of having a new kitchen and we were looking for something unique in the type of wall tile we wanted, we viewed the Artiste Verde mix on the porcelain superstore Web site and sent for a sample, which arrived within 48 hours of us ordering it, (the quality of tile is superb) I duly measured up and placed my order last Saturday, the booked a normal delivery and I was given a delivery date of Monday the 18th of October, to my delight I received an email on the 14th to say my tiles had been despatched and we're going to be delivered on Friday the 15th, I was told it would be between 8am and 6pm, the email I received, also outlined in detail, what to do on the arrival of my order, the tiles arrived at 1pm, they were carefully shrink-wrapped on a pallet, the driver was extremely polite and courteous, and put them exactly where I wanted them. The tiles are fabulous, thank you to all at porcelain superstore, I will certainly recommend this company.
Caroline D. B Luft
Sep 26,2021We bought some pattern tiles and paid £50 for “express” delivery as we had to do it urgently. Luckily we read the email saying that they wouldn’t refund any damage if they weren’t noted at the time of delivery, which meant we had to insist with the driver (who was clearly trying to run away as fast as possible) to stay waiting until we opened all boxes (so they can write “damaged” on the receipt). Nearly HALF of our tiles were broken. They only gave the option of refund the broken ones OR replace (bear in mind that even the express deliveries take 4 days to get to you once you order and I’m not sure how long the replacement ones would take), but we did not have an option of a full refund (because according to their own rules, we could only get a refund if we did not open the boxes… which is impossible since this would be the only way to check them at delivery). They refunded only the damaged ones and now we cannot use the remaining because we had to do the job urgently as the tilers weren’t available later (had to buy from a local shop, which I definitely recommend, don’t bother buying online, they’re not very accountable). Their refund policy is a lie (since you must open the boxes to check damage but cannot return tiles if the boxes were opened!).
Sam Murphy
Sep 26,2021Fantastic quality and service - would highly recommend
Frank Alexander
Sep 21,2021Delivery guaranteed for delivery Friday 17th. Didn't turn up. £50 for express, named day delivery refunded. Was told shipment prioritised for delivery Monday 20th, but told to ring and check. Rang at 9.15am and after a long hold while they rang the courier, was told the goods were "being loaded onto the truck right now," but was now due for delivery before 3pm. If not delivered, ring back after 3pm. Didn't turn up of course, so I rang back. While on hold the courier called me directly and said the truck hadn't turned up, so was assured it would be delivered next day. How were the goods being loaded onto a truck that morning...if the truck had never turned up???? Someone was lieing through their teeth, that's for sure. Liars. This morning have been told by Porcelain Superstore "they're just planning their routes now but "should" be delivered between 1 and 2pm. Called courier directly and they also said "should." Said I could check in with them at noon to ensure goods had genuinely been loaded onto a truck and had left the depot. Looks like after the lies and failures they finally decided to stop using the words "guaranteed" and "prioritised." Sure, deliveries are delayed elsewhere, but both Total Tiles and Victorian Plumbing managed to deliver on time last week. Ref: 554306
Sophie
Sep 10,2021Excellent service from start to finish. Great customer service, quick, helpful and had all the answers I needed. Spoke to a few ladies in the office that have all been polite and very cheerful. Considering there is a huge national shortages of drivers across the UK they have been open and honest about deliveries not being guaranteed which is understandable and in no way shape or form Porcelains fault. Will be using in the future. Bravo Porcelain, keep up the good work.
Unit 7 Millbrook Industrial Estate, M23 9WT, Manchester, GB
http://www.porcelainsuperstore.co.uk
Cindy
Jan 14,2022Ordered just 1 box of tiles from this business because for some reason our tiler ended up wasting the tiles we’d previously ordered although we bought the amount the builders recommended. Order placed on Friday and paid £50 express for delivery on Tuesday. The tiles were cheaper than shipping. No tracking number given, no calls made. On Wednesday, I got a voice mail from FedEx saying they couldn’t deliver a package to me because of an “incorrect address”. I didn’t know then that these were the tiles because FedEx did not indicate the sender in their voice mail. I returned FedEx’s call and corrected my address on Wednesday and they said it would be delivered on Thursday. But also, feeling stupid, I checked my order confirmation from Porcelain Superstore to see if I did make a mistake… and I didn’t. I wrote the CORRECT address. I don’t know how this business managed to screw up the delivery address. Their logistics system is clearly so unsophisticated that they could make this mistake. I’ve seen smaller businesses do better than this. To make matters worse, FedEx is still not delivering my tiles, despite having corrected my address. Incompetent business + logistics failure = frustration and delays Advice to Porcelain Superstore: > Be honest. Don’t claim you don’t have a tracking number for my order. You clearly do because it was sent through FedEx > Empower your support team to find out the issue with the delay. I found out the cause of delay through FedEx, not you. > Will it hurt you to just send me another box of tiles a-sap? You can eventually recover that 1 box of tiles from FedEx with minimal impact to your business. What kind of cheapskates are you? Also, don’t let customers pay for the mistake you’ve made. Had I been the cause of the wrong address issue, I would have just ordered another box of tiles, and returned the spare one eventually. Their support team isn’t so bad because they do follow up. But the business just doesn’t put them to good use by empowering them to make a meaningful difference in the customer’s problem.