Fayrouz Tile & Stone レビュー 1,367

Fayrouz Tile & Stone からの回答

2025年1月20日

Hi,

Thank you for your feedback. We’re sorry to hear about your experience and have requested more details through Trustpilot so we can look into your order.

Tiles can sometimes vary in shade and texture between batches, which is why we always recommend ordering 10% extra to allow for cuts and wastage. Any unused tiles can be returned if they’re no longer needed. Please note, we can’t guarantee that tiles from different orders will come from the same batch, which is why ordering enough to complete your project in one go is so important.

If the tiles you received haven’t been installed, please get in touch with our team, and we’d be happy to organise a return or discuss a resolution.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年1月13日

Hi Natasha,

Thank you for your review! We sincerely apologise for the inconvenience caused by the delay in your delivery. Under normal circumstances, we would always inform customers if a delivery is delayed or needs to be rescheduled. Unfortunately, on your original delivery date, the snow prevented several team members from getting to the office, which meant we weren’t able to provide our usual level of communication.

Please rest assured this isn’t the standard of service we aim to provide, and we really appreciate your understanding. We’re so pleased to hear you love the tiles and hope they look fantastic in your space!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年1月2日

Hi,

Thank you for your wonderful review! It’s great to hear that Mandie was able to help you out so quickly and efficiently—she really is fantastic! We’ll be sure to pass on your kind words to her. If you need anything else in the future, we’d be happy to help.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月31日

Hi Sami,

Thank you for taking the time to leave us a review! We’re so glad to hear your order arrived on time. If you need any help with future projects, we’d be happy to assist.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月31日

Hi Suzanne,

Thank you for your lovely review! We’re so pleased to hear the tiles were the perfect choice and that they look fabulous in your new hallway. It’s great to know you’re happy with them—we hope you enjoy your beautiful new space!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月31日

Hi Flossy,

Thank you for your review! We're so pleased to hear you love the tiles and were happy with the communication.

Regarding delivery charges, we completely understand they can seem high. Unfortunately, due to the weight and fragility of tiles, we use specialist couriers to ensure your order arrives safely and intact. We don’t add anything to these fees—they’re passed on at cost to keep them as low as possible for our customers.

We hope the tiles look fantastic in your space and would love to help with any future projects!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月31日

Hi James,

Thank you so much for your lovely review! We’re glad you and your partner loved the unique designs and that everything arrived smoothly. It’s great to hear Sam was able to help with your order—that’s exactly the level of service we aim for! We’d love to help with your en-suite and kitchen projects when the time comes 😊

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月23日

Hi Paula,

Thank you so much for your kind review! We're really pleased to hear you're happy with the quality of the tiles and that they arrived safely—our team works hard to make sure everything is packed securely. It’s great to know they look amazing in your space, and we’d be happy to help with any future projects!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月18日

Hi Tony,

Thank you for the fantastic review! We're so glad to hear the ordering process was smooth and that the tile calculator worked out perfectly! We’re so pleased you’re happy with the results.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月16日

Hi Ross,

Thank you for such a glowing review! We’re delighted that you’re happy with both the service and the tiles—it means a lot to us. We’d be thrilled to help with any future projects. Thanks for the encouragement, too!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月9日

Hi Daniel,

Thank you for your kind review! We’re so pleased to hear you’re happy with our service. We look forward to helping you again in the future!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月9日

Hi Mike,

We’re sorry to hear about the issues with your order and wanted to address your concerns.

It appears there was a rare system error that allowed your order to be processed even though the tiles were out of stock. We apologise for this oversight and contacted you as soon as we became aware of the issue to inform you.

I can confirm that you were refunded for the out-of-stock items as well as the delivery charge for the remaining items in your order.

Regarding your comments about Artisan Tile Company, we’d like to clarify that Your Tiles and Artisan Tile Company are entirely separate businesses, and it’s not accurate to suggest the two companies are the same.

As for any refund provided by Artisan Tile Company, we are unable to comment on that, as they operate independently.

We’re disappointed your experience with us wasn’t as smooth as we’d like, but we’re glad to hear you were satisfied with the tiles themselves.

Kind regards,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月9日

Hi Ben,

Thank you for your fantastic review! We’re so glad you found our sample service helpful—it’s great to know it made choosing tiles easier for you. We’re so pleased that you’re happy with the beautiful tiles, our range, and the service you received. Best of luck with your new conservatory—we’re sure it will look amazing once the tiles are installed!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月3日

Hi Peter,

Thank you for your review. It seems this feedback may have been intended for T W Thomas, and we have no connection to their business. However, we hope your new bathroom brings you lots of joy!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月3日

Hi Rashmi,

Thank you for your lovely review! We’re so pleased to hear you’re happy with the quality of the tiles and the variety we offer. It’s also great to know you found our customer service team helpful and friendly.

Regarding delivery, as tiles are heavy and fragile, we use specialist logistics partners to ensure they arrive safely and in perfect condition. These services are more costly than standard courier options, but we pass the delivery charges directly from the couriers without adding any extra fees or making any profit from them. We also offer priority delivery for customers who need their tiles urgently, which is why this service incurs an additional charge.

We really appreciate your feedback and are delighted that you’re happy with the tiles. If there’s anything else we can help with, don’t hesitate to get in touch!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月3日

Hi Sharon,

Thank you for your fantastic review! We’re so pleased to hear you love the tiles and that your kitchen looks gorgeous! 😊 It’s also wonderful to know our team could be of help. If you need anything else, we’re always here for you!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月3日

Hi Debbie,

Thank you for your feedback! We're so glad to hear that you're happy with your tiles and that they arrived on time. It looks like the 1-star rating might have been a mistake, but if there’s anything we can assist with, please don’t hesitate to let us know!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年12月3日

Hi Andy,

Thank you for the fantastic review! We’re so glad to hear everything arrived safely and that the delivery driver went the extra mile! 😊 Best of luck with your tiling project in the new year, and if you need anything else, don’t hesitate to get in touch.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年11月29日

Hi Karan,

Thank you for your feedback. We’re pleased to hear that you’re happy with the tiles, but we’d like to take this opportunity to address your concerns regarding the delivery.

As the tiles were large format, they were sent via one of our specialist haulage companies. These companies are specifically chosen because they are better equipped to handle heavy and fragile items safely, ensuring the tiles arrive in good condition. However, unlike local couriers, they unfortunately don’t offer the same level of tracking or timed delivery slots that many of us have come to expect.

It is outlined in our terms and conditions that:

- The delivery will take place on a specified day, but we cannot supply a time for delivery.

- Drivers are not insured to go into any property or take items off a pallet. It is the customer’s responsibility to arrange for products to be taken into the property once the driver has brought the pallet as close to the entrance as possible.

Regarding the delivery time, delays can occasionally happen due to traffic or road conditions. While this can sometimes result in deliveries outside of regular hours, we always prioritise getting orders to our customers on the day promised to avoid project delays.

If customers need updates on their delivery, we encourage them to contact our team, and we will always do our best to provide assistance and support.

We hope you are happy with your tiles and the final outcome of your project!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2024年11月29日

Hi Carol,

Thank you for the lovely review! We’re so glad to hear that you’re happy with the communication, delivery, and most importantly, the beautiful tiles. If you need anything else, don’t hesitate to reach out.

Many thanks,
Your Tiles