PORCELANOSA Reviews 

We visited the Croydon branch, where Rachel Camilleri assisted us. She was very kind, helpful, and took the time to give us lots of ideas and suggestions. We really appreciated her excellent customer service and friendly approach.

I have been dealing with Ronald Kamwa on selecting and ordering tiles. It was a great experience and it was a very easy process dealing with him. He was very knowledgeable and also very easy to contact! The tiles came within the timeframe required and Ronald provided us with updates for delivery/timescales etc.

I bought 80 Prada Acero 600*600 tiles of which about 1/3 look nothing like the sample we bought before committing. The tiles look like someone smudged a sponge through a wet print, all smeary. The tiles cost £1756 total, and we sure would never have bought them had we seen, what we are told is ‚part of the design and not a manufacturing issue‘. We have now been offered to return the tiles with a 25% restocking charge and a £60 collection charge. Essentially they would make £449 pound on selling nothing, if I went for that. This is a complete rip off on poor quality product, where the sample we bought was misleading. Stay well clear of the company is my advice.

Porcelanosa sent an email following my review, askinf to get in touch, ‚wanting to help‘. I sent two emails, within the course of ~1 week. Both went unanswered. So much about their willingness to ‚help‘. Just poor lipservice.

Jack has saved the day and was so helpful. Mental note though to deal with a human in future instead of online, when the only means of communicating is by automated email and automated responses.
Well done Jack !

Fabulous service from Harry in the Battersea branch. Super friendly, helpful and informative.

Very professional service from Abby. She was very knowledgeable.

I have made a formal complaint regarding my experience as a paying customer at Porcelanosa’s Bristol warehouse.

I arrived to collect my order at approximately 10:40am. Unfortunately, no one in the warehouse was able to locate it. Around 20 minutes later, two members of staff became involved in a very loud and aggressive argument, repeatedly using foul language. Their behaviour was so confrontational that I believed it could escalate into a physical altercation. The regional manager, Daniel Pulleiro, following formally complaint in writing calls this “raised voices” - despite not being present.

I found the atmosphere extremely intimidating and overwhelming, particularly as there was still no indication of when my order would be found. I therefore left the warehouse and sat in the sales office with Isabella. I explained what we had witnessed, and she was extremely apologetic, kindly offering for me to remain with her until the situation was resolved. Had I been alone, I expect I would have left in tears by the experience.

While I remained in the sales office, my husband stayed in the warehouse for the duration of our visit, which lasted around 100 minutes. Isabella’s male co worker, whose name I unfortunately cannot remember, worked tirelessly throughout this time, making calls, searching the warehouse himself, and keeping us updated. His efforts, along with Isabella’s professionalism and empathy, were the only positive aspects of a shockingly unacceptable experience.

It was not until approximately 12:25pm that the Regional Manager instructed staff to review the CCTV footage to determine where our tiles had been allocated within the warehouse. The order was immediately found whereby the packing slip had fallen off.

This was my first experience of Porcelanosa. Having paid a substantial amount in full for what is marketed as a premium product, this was certainly not the level of service or professionalism I expected.

I would encourage you to review your CCTV footage, particularly if it records audio, as it will demonstrate the unacceptable conduct between members of staff. My husband also witnessed a second heated confrontation after I had left the warehouse for the sales office.

Disagreements and disciplinary matters should always be handled professionally and away from customers. Neither members of the public nor your own colleagues should be subjected to this type of behaviour. My husband, who is a store manager himself, was equally shocked by how unprofessional the situation was handled.

Before leaving, we explained to your sales colleague that, given the significant delay, the unacceptable conduct we witnessed, and the distress caused, we believe financial compensation is appropriate. I would appreciate this being considered as soon as possible, together with confirmation of the steps being taken to address the behaviour of the staff involved.

I have asked for a price reduction off my total order cost and the Porcelanosa regional manager, Daniel Pulleiro is unwilling to work with me on this.

The tiles are superb quality but the Bristol warehouse is the pits.

I had a great experience ordering replacement parts for our bath. James Ferguson was helpful, polite and prompt.

Rachel Camilleri was very helpful and insightful about the various product ranges. She was very knowledgeable and made great suggestions about the things that we should considered to achieve the look that we wanted.

James Ferguson has been fantastic. Really supportive and patient whilst we asked him a million questions about various things and remembered us the few times we came into the showroom. He keeps us in the loop with our order as well which is much appreciated. Thanks for all your help James.

Had another great customer experience with Lianne Veiga and John Lawrence who are available to give their expertise in matching some tiles we already had. I can always rely on them

Sophie Gosnell-Lee was amazing. Possibly the best customer service I've ever experienced! Let me e know what was going on at all stages of my query. Nothing was too small or big an ask. 5*!😎

Jack is a credit to the company providing amazing customer service and experience! Jack has helped me find exactly what I needed without any pressure, really showing genuine care and professionalism. I will definitely be a returning customer at Porcelanosa because of Jack’s great work!

We had a fantastic experience with Joanna Robertson at Porcelanosa's Croydon branch. She guided us through choosing everything for our two bathrooms and a cloakroom, combining genuine design expertise with brilliant sales and customer service. She also arranged an excellent discount for us. Joanna went above and beyond to look after us, and we wouldn't hesitate to recommend her.

I met Rachel Camilleri and she was just excellent, she took time to explain things to me. I will say I had a 5 star customer service

I did business with the Westbury, New York store. My sales person was Arti D. She is a true delight and an asset to the company! She is patient, kind, helpful and knowledgeable. Anyone going to that store should see her! If this review was based on her alone, I would give it 5 stars. Unfortunately the corporation itself lacks customer care,
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Porcelanosa's return policy is horrible. They no longer have a warehouse in Farmingdale and they do not allow small returns to be brought back to the store. Sending the items back UPS or Fedex to their warehouse in NJ is extremely costly. Couple that cost with the twenty percent restock fee and I am losing money. The fact that a customer cannot return a box of tile or a bullnose to the retail store is absurd. Another possibility to keep the cost nominal for sending back an item would be to use their UPS account, but they do not allow that either. So basically returning items, unless you live near the warehouse in NJ is not possible.

Moreover, there is also no way to contact the corporate office. That 877 number is disconnected.

I will be remodeling another bathroom in the near future and I greatly hesitate to buy tiles from Porcelanosa due to their lack of customer care in this area. They need to step up their consideration for customers.

This review pertains to a complete new kitchen with installation from Porcelanosa in Miami. we were excited to start this project but soon learned of many issues. The original designer was no longer with the company-bad sign. The kitchen island was measured wrong and had to be modified at site but new drawers with pull outs had to be ordered with obvious delays. They also charged us 1800 dollars for this. Theire pre installation inspector failed to tell us we needed additional wall support for the cabinets. after completing sheetrock replacement we had to remove sheetrock and add support. they only agreed to split the cost. The cabinets qualit are not of great quailty but I guess that is our fault. they also placed a panel backwards and put screws/holes in it so a new panel will need to be ordered-more delays.Last but not least they chipped a tile on my balcony floor and stained my grout. they failed to place protective floor covering while cutting in my balcony. last but not least they are not friendly except my direct sales person. Avoid using this company especially for kitchens.

Rachel Camilleri was wonderful, very pleasant and helpful!!

Excellent customer service! Reece always goes the extra mile for his customers 😊