Tiles DIY レビュー 145

Bounds Green shop - excellent service. Really know their stuff. Special compliments to Ibrahim!

I am sorry to say that my recent experience at Tiles DIY Hornsey was one of the most appalling customer service experiences I have had.

My partner and I purchased some tiles for our new kitchen floor. We ordered the tiles and were told they would arrive the following week. This was fine, and a date was arranged for delivery when the stock arrived at the store.

Having taken a day off work to receive the delivery, at the first attempt I discovered that both the tiles and grout delivered were in fact not the original colours ordered. The driver returned these items to the store and came back with the correct items. However, it was then clear that insufficient stock had been delivered. I contacted the store again and was told that they didn't have the remaining stock in store as they had failed to order enough and it would have to be reordered and delivered hopefully the following week. By this time, our kitchen fitters were due to start laying tiles the following day - a delay that cost us a small fortune (we had previously been told we had given more than enough warning to order tiles before the fitters were due to start!). There were then further delays when the re-ordered tiles did not arrive when expected.

Having relayed my disappointment in the delays and service to the branch manager, blame was passed to the gentleman who took the order from us in store. Regardless of whether this was true, I was astounded that the branch manager was blaming his staff rather than taking blame himself or even apologise! Additionally, when I asked if I could be compensated for the mistakes and delays, I was informed that less than 1sqm worth of tile could be refunded. When I asked if I could speak to the area manager I was warned that if I complained the driver and shop assistant would most likely be fired and the branch manager would "lose points", which I assume refers to a commission. I was once again astounded and horrified by this admission and dismayed by the poor customer service I received.

I do hope that action will be taken to promote decent customer service in the shop in future. I for one would certainly not recommend the store