Tiles-direct.com Reviews 3,848

appalling customer service. no one to speak to

Tried to contact numerous times regarding damaged stock, but not received a response to emails.

I ordered tiles from this business and received acknowledgement of my order on 30 December. I was later informed the tiles were no longer available and a refund would be made. It is now 24 January and I'm still waiting despite writing to the business a week ago. I tried phoning today but could not get through to anyone. This is really poor service.

Would give -5 if I could. From beginning to end my experience with this company has been terrible. And no, they never did keep their promise to 'try and put this right.' FYI I am not posting this on the original thread as one is not able to respond to their (the company's) replies but the whole episode has been so shabby that my conscience won't let me be if I don't take this opportunity to warn others: save yourselves. Tiles Direct are the flooring equivalent of Kitchen Magic & Pimlico Plumbers. Thankfully I have been able to find other companies (like The Water Man) & even friends who have put right the unnecessary chaos and confusion caused by companies named here. Right. Stick a fork in me as I'm now done.

Needed some more tiles after I'd delayed for a year only to find the original had been discontinued. They supplied a similar product at the original price - top service!!

Excellent customer service from Abu, he sorted out replacement of some tiles damaged in transit very quickly and efficiently. I would recommend this company purely based on its superb aftersales service.

Awful experience and customer service. We purchased 7 boxes of Como Blue (a dusty blue colour as per photos) tiles which looks lovely online. They were delivered and when we opened them, the tiles were bright turquoise, nothing like the photo. I felt very mislead that the colour could be so different. I reported this and requested a return, only for concealed terms and conditions to be relayed saying I would need to sort and pay the courier return, pay the company a 10% restocking fee to return them and my original extortionate delivery fee would not be refunded either, so I would be around £150 down to return the tiles that were nothing like the ones advertised. I was basically told it’s my fault for not ordering a sample, but a sample was not boldly recommended with a warning such as “beware, the real colour is nothing like what you see online”, how could the actual product be so different from the one shown on the website?! It’s crazy! I wish I could attach a photo! Clearly the company doesn’t care about client satisfaction and experience, only to make money and churn out products that are sub-par to what is shown online. I wouldn’t recommend them to anyone. Disgusting. I hope that Tiles direct will reconsider their stance on this totally unjust situation.

Ordered 3 lots of tiles and paid online. Sadly one type was out of stock but a suitable alternative was quickly found. Delivery was quick, but most unfortunately one lot of tiles was not what I had ordered.

TileDirect (Sam in particular) quickly apologised and we made arrangements for me to drive to their premises and swap in order to speed up the process. They then paid me for my fuel without being asked which was a pleasant surprise.

Obviously I can’t give the full 5 stars in view of the issues, but they do deserve the next best 4 stars in view of their efforts to resolve them. I would use them again.

Great service and delivery. Tiles arrived in one piece and are exactly as described.

⭐ Very disappointing – misleading images and unreasonable returns process

I would strongly advise people to stay clear of Tiles-direct.com.

The tiles delivered looked nothing like the images shown on the website. The photos are extremely misleading, and the product descriptions are poorly explained, which makes it impossible to accurately judge what you’re actually buying.

To make matters worse, the cost of returning the tiles was £145 — which is almost half the original cost of the tiles themselves. That is completely unreasonable, especially when the return was due to the product not matching the advertised images.

The experience didn’t improve after that. I had to chase the company several times for a refund, and it genuinely felt as though the refund was not going to be issued unless I kept pushing. This added unnecessary stress and wasted time.

Overall, this has been a very frustrating experience from start to finish. Between the misleading visuals, poor explanations, excessive return costs, and the difficulty in obtaining a refund, I would not recommend this company to anyone.

Save yourself the hassle and look elsewhere.

Great website, best price for expensive Norwegian Rose marble tiles, perfect comms and delivery in quick time by a helpful courier. Excellent experience, just started putting them up, they look amazing

Sent off for a Tile to see how it looks and got one delivered with all the correct information on it; yet it looks nothing like the Tile on the website, not even the same colour. If they can't get that right then im not trusting them.

At all costs find a supplier local to you!
We placed a substantial order online to cover almost 100sqm and had the worse experience of our entire remodel and extension build.

Tiles did not arrive within the 3-5 days implied on order form.
Delivery was then re attempted when no one was home! All of this came after multiple phone calls to confirm delivery day as we work shifts and no option to select date online.

We attempted to cancel the whole order. However after speaking with ‘Ish’ who assured us that delivery would be by HiAb as our drive was unfinished we arranged delivery for a third time.

We now know that ‘Ish’ would literally tell us anything to get us off the phone.

Come delivery day, late Friday evening and almost dark!

Driver unloaded 5 pallets of tiles which were soaking wet and not on a HiAb vehicle as ‘Ish’ promised.
We then unpacked tiles as they were blocking drive and road. Sadly discovered that over 30 tiles were either broken or chipped!
They suggest ordering an extra 10% for breakages. What they don’t tell you is that you need another 20% to survive delivery!

We submitted a complaint within 24hrs and emailed photos of all damaged tiles. A refund was processed eventually however this too involved multiple calls and emails.

This is a shoddy company, who literally do not care once they have you money. I would leave no stars if this was an option.

It’s worth noting there are several websites all with the same trading address (British Ceramic Tiles,
Al-Murad tiles, Tiles Direct).

Great help in confirming stock and providing extra help with shipping.

Have ordered from here three times now for different projects. Good price, good communication and always well packaged with barely any breakages.

We ordered tiles from Tiles Direct and have been waiting for two weeks. They keep delaying delivery and do not answer phone calls. Very poor communication and service. I would strongly advise staying away.

Easy ordering ,fast delivery, lovely tiles

These were the tiles I originally wanted but would have cost more than £500 for a tiny space and I couldn't justify that. Waited because honestly couldn't find anything else I liked.

The tiles went on sale (massively discounted) for Black Friday /Cyber Monday and arrived the next day.

I'm really happy with them and the quick delivery.

Ordered tiles on a Monday that were in stock on the website for delivery later in the week. Was told on Wednesday that they weren’t in fact in stock. Called to query when they would be available and it would have been too late for the bathroom to be fitted. The man on the phone was extremely unhelpful and actually said “I don’t really know what to tell you”.

I ended up finding alternative tiles that would arrive in time so cancelled the order and despite a 3-5 day refund policy I’m still waiting for this to be refunded. I’ve chased by email as this is over £1000 but still yet to receive any money back. Absolutely atrocious service.