Lilley Tile and Stone Reviews 

Would recommend Lilly tile and Stone 💯 Website so easy to navigate and a fantastic range of products at competitive prices.
Thomas, member of the sales team, phoned minutes after we had placed order to check our postal address. He also wanted to confirm if it ok to send four 1.5kg tubs instead of 2 x 3kg same price as larger out of stock. We were happy with this, also customer service, his professionalism and assurance of delivery time. We also delighted total cost of order to include postage to NI. We had only gone online late Wednesday before closing and Thomas confirmed by telephone that we should receive it by Saturday or Monday at the latest.
Delivery was in fact on the Saturday and we so impressed by the high standard of packaging. Much appreciated as goods like metal trims can be fragile and bags of grout securely wrapped individually and boxed. All obviously handled with care by their carrier during transit to Northern Ireland. We will be recommending Lilly tiles and Thomas to everyone.
We choose our own grout and trims, rather than limited colours and quality from ones in our local stores in NI.
Took a chance with products posted in Kent, but no worries -everything carefully packed and we received the goods intact three days later.
Absolutely delighted with our Mapei trims, grout and especially kerapoxy, as the exact colours we wanted match our walls, floors and glass mosaics.
Was a pleasure to deal with Lilly Tile and Thomas, a credit to them as efficient and true to his word. Also Colin, who briefly dealt with a little query I had by return email and passed on to Thomas who got back asap. . .
I do hope our next project here not too long and we can do business again.

The initial delivery was on time and the ordering process was straightforward, so I was happy with the service at first.

Unfortunately, I accidentally ordered far too much grout. Within the 28-day return period, I emailed to ask if I could return the unused bags, and I was happy to pay any applicable restocking fee. I didn't receive a response for a few weeks, so I forwarded my original email to follow up.

The response I received was that I was now outside the 28-day return window. However, the email I forwarded clearly shows that my original return request was sent well within the 28-day period. Saying the email was never received is not an acceptable response when the email thread clearly shows when it was sent.

When I asked them to review the situation, I was told they had checked their inboxes and couldn't find my original email, and that their terms and conditions are available on their website. While I understand companies have return policies, I don't think it's fair for a customer to be penalised because an email wasn't received on their end, especially when I can provide evidence that I contacted them within the required timeframe.

Very disappointing customer service after what had initially been a positive experience.

Ordered a few pieces of tile trim. Arrived really quickly and was well packaged. No issues at all.

We were let down with service, had issues with our delivery but no assistance provided, blaming us for the shortage. Would not deal with them again.

Really disappointed with the service and that our accounts team had to pay for an order that was incomplete, we have spent a large amount of money with this company historically and were hoping they could resolve the issue of incomplete delivery. We did not receive any supporting delivery note documents with our package which is a standard requirement.

we order 2 items, when the deliver arrived without invoice i noticed, only one was inside the box, the driver already left , when i call them they refuse to help and solve the problem, they just said the problem is on my end and nothing they can do about.
definitely i don't recommend this people.

This situation has been extremely disappointing, particularly given the length of time we’ve been buying from this supplier. We ordered two items but only received one. Since it’s common for companies to ship what they have in stock and send the rest later, we didn’t raise any concerns initially and simply waited for the remaining item. When the delay continued, we finally reported the issue and provided the delivery proof, which clearly showed just one box was delivered. A member of their own team also confirmed that only a single item had been dispatched.

Instead of acknowledging the mistake or offering a reasonable solution, the supplier insisted that both products were sent and suggested the missing item must have been misplaced on our end. Despite multiple attempts to resolve the matter calmly and professionally, they declined to issue a refund, send a replacement, or offer any real assistance.

If you plan to order from this company, be cautious. They require full payment upfront, and based on our experience, there’s a real possibility you won’t receive your complete order.

As long-standing customers, we found dealing with this company frustrating. We placed an order but they did not complete it. We reported the issue, supported by proof of delivery from the courier showing that it was only partly delivered. No delivery note was included in the package sent to us. A member of the suppliers own team even confirmed that only part of the order was dispatched.

Instead of recognising the mistake or offering a fair solution they implied that the missing product must have gone astray on our side. Despite our efforts to resolve the matter politely and professionally they refused to offer any help, refund, or replacement.

We would adviseto avoid purchasing from this company. They insist on upfront payment and there is a real risk you will not get your complete order.

Reply to Lilleys comments:
I can see that they are claiming that reviews are being duplicated by the same person but this is a false claim as I have only submitted my personal experience with this company, no other reviews have been submitted by myself.

I have never used this company before but have been really impressed with the service. I placed my order early in the morning and was informed the delivery would be 3/5 days, this was fine as it was free delivery anyway. The order arrived before lunch the following day. Excellent service and product was very reasonable too. Thanks 👍

Terrible. I paid for next working day delivery before midday. I did so on Saturday morning and received my item Tuesday afternoon after constant chasing and after being told it had already been delivered when it hadn’t.

I complained and asked for a full refund on the £55 pound delivery charge for an £8 part. I really needed that part. So almost all the cost was the delivery service, and yet I did not receive the service I paid for.

I had asked for a full refund - although said not to bother if they made a wording change on their misleading website Terms and Conditions. Thinking I’m helping improve things for others. That suggestion was refused - it’s beneficial to them to have a misleading claim on their website.

Since then they have refused to give me a full refund. Unfortunately I am having to take them to the small claims court for breach of the Consumer Rights Act 2015 to get reimbursed and hopefully get their website changed. Be warned…

Quick delivery, items arrived in perfect condition. Issue with first delivery (not the company’s fault) very quickly rectified.

We ordered from many suppliers whilst we were renovating our bathroom. We ordered twice from Lilley and were really impressed. They are really helpful and quick to respond to queries and to check items with suppliers and ring back. The delivery service was also really good. They are one of the best companies we’ve dealt with during the renovation and I wouldn’t hesitate to recommend them.

I made an order from their website (and 2 sample orders prior to this) of Schluter trim.

It was the best price I could find across the internet, along with the best range of colours, sizes and lengths of trim available. Each order arrived very quickly and in perfect condition - no faults at all and carefully handled by the delivery company.

I was so pleased. After a small error on my end, I also contacted the company via email for some help. The service I received (from Roberto Baddiley) was nothing short of outstanding - understanding, efficient and helpful. I would use this company again without hesitation, thanks so much.

Sometimes you find out more about a company when you hit an unforeseen problem, for us it was ordering something our bathroom installer said we needed. It then became apparent we didn't! No quibble, product was still saleable so full refund on the spot. That is top service! And we'll be back!

Ordered on Friday, delivered on Monday, goods in good state, no complaints

Don't order from this company. I ordered 3x tubs of mapei wood floor adhesive and the glue had gone off. Because I didn't open 3x sealed tubs of adhesive as soon as it was delivered I've got to swallow the cost. Joke of a company

Excellent customer service and the whole range of tiles on offer is really good; we were spoiled for choice.

My second order from this company. Very quick and efficient communications, ordering and delivery. Was able to order for the following week using 3-5 day delivery and still specify the day i wanted my items to arrive, which they did with no problems.

Excellent. Great customer service. Fast delivery.

I was looking for a hard-to-get adhesive (for sticking Karndean tiles to walls - there really is one, and it is really good), and the Lilley Tile and Stone site said they had it in stock. A quick phone call and they confirmed yes it is the right thing, and yes they had it in stock (just like the website said). I ordered it online at 11:39, got shipping confirmation at 11:55, and tracking reference and link at the end of the day. It was delivered at 08:56 the next day, sensibly packed. Totally perfect in every way.