Fayrouz Tile & Stone レビュー 1,367

Fayrouz Tile & Stone からの回答

2025年6月4日

Hi Kalpesh,

Thank you for your feedback. We’re sorry to hear you had trouble reaching us and have requested more information so we can investigate further. We've checked all our messages, email accounts, and web chat history but unfortunately can't find any record of a message or missed contact under your name.

Our phone lines are open Monday to Friday, 8am–7pm, and during those hours they wouldn’t play a “we are closed” message—so we’re concerned there may have been a misdial or confusion with a different business. If you’re able to share the number you called or the message you left, we’d be happy to look into this further.

We take customer service seriously and want to ensure all queries are responded to promptly, so we appreciate you bringing this to our attention.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年6月3日

Hi,

Thank you for your feedback. We're pleased to hear you liked the tiles, but we're sorry to read your comments about the delivery experience.

As this review was left anonymously, we haven’t been able to locate your order or email in our system to assist you directly. If you'd like us to help resolve the issue, please get in touch via reviews@yourtiles.com and we’ll be happy to look into it further.

Regarding delivery, we offer three delivery options at checkout—Standard, Express, and Priority—each with varying dispatch speeds and associated costs. Whichever option is chosen, a delivery date is always provided at checkout, in the order confirmation email, and again when dispatch is confirmed. For Standard Delivery, customers are given the option to change this date if needed.

We also make it clear throughout the ordering process that deliveries are kerbside, meaning items will be left in a safe location near the property, not necessarily handed directly to the customer.

As for packaging, no tiles are sent out “unpackaged.” All tiles are shipped securely on pallets, in boxes, and the full pallet is wrapped for transit. If your order included less than a full box, those tiles would be individually wrapped and placed on the pallet alongside boxed items. Because we use specialist logistics companies with experience handling fragile goods, the use of excessive protective inner packaging is not typically required. That said, we are sorry to hear that some tiles arrived damaged.

Finally, we've searched across all of our inboxes and can’t find any email matching the details you've mentioned. Please do reach out to us directly so we can get this resolved for you.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年6月3日

Hi Elizabeth,

Thank you so much for your kind and detailed review! We’re so glad everything came together smoothly in the end and that you’re happy with both the tiles and the service. The Fez Federal Blue tiles are a stunning choice—we’re thrilled to hear they’ve found a perfect spot in your kitchen. It was our pleasure to help, and we really appreciate your lovely feedback!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年6月2日

Hi Nadia,

Thank you so much for your wonderful review! We’re thrilled to hear you’re happy with both the tiles and the service—it really means a lot to us. Wishing you all the best with your project!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年5月29日

Hi Dede,

Thank you so much for your lovely review! We’re thrilled to hear you had such a great experience. We really appreciate your kind words!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年5月29日

Hi,

Thank you so much for your fantastic review! We’re really pleased to hear your order arrived on time and that you were happy with everything. It’s also great to know our team was able to help with your order—your recommendation means a lot to us!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年5月27日

Hi Lynne,

Thank you so much for your fantastic review! Your project sounds amazing—we’re so glad the tiles arrived safely, looked brilliant, and were just what you needed. It’s great to hear the flexibility in ordering helped too. We’d love to see the finished wall once it’s complete!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年5月27日

Hi Lucy,

Thank you so much for your lovely review! We’re so glad to hear the tiles were exactly what you were expecting and arrived safely. It’s also great to know our customer service team could keep help you too!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年5月27日

Hi Rhi,

Thank you for your review. We’re pleased to hear you were happy with the tiles themselves, but we’d like to respond to the concerns you’ve raised regarding your delivery and return experience.

It’s worth noting that a second review has also been submitted under a different name at the same address, referring to the same order and return. While we understand the situation may have been frustrating, leaving multiple negative reviews for the same experience can give a misleading impression. For fairness and clarity, we’re treating this as one case.

As outlined in our previous response, your order was delivered on a kerbside service, which is clearly stated at checkout and in our terms. Kerbside delivery means the goods will be left in a safe location near the property, and unless a signature is required, it is not standard practice for drivers to ring the bell or knock. That said, we do request this where possible - but as some deliveries are handled by third-party couriers, it’s not something we can fully control. We are currently looking into why this didn’t happen in your case.

If any tiles had arrived damaged, our customer service team would have arranged replacements or a refund immediately. The nature of the delivery does not affect this process, as all issues are handled directly by our team - not the courier. Even if the driver had rung your bell and handed the delivery over, you would still have been advised to contact our customer service team, and the issue would have been resolved in exactly the same way.

Regarding the return, our team responded promptly and in line with our published returns policy. We provided a courier comparison link to help you choose a suitable service, as we are unable to recommend or arrange couriers on behalf of customers.

In response to your comment that our team were rude or unhelpful - we’ve reviewed the full email exchange. Our team remained professional, polite, and helpful throughout, providing clear and accurate information at each stage, even when the response may not have been what you were hoping for. If you believe a member of our team acted inappropriately, please share the specific details or evidence so we can investigate, as we take accusations of that nature seriously.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年5月27日

Hi Rachel,

Thank you for your feedback. After reviewing this order, we’d like to provide some clarification for transparency.

It’s worth noting that while this review has been left under your name, the full order and return in question were placed under a different name at the same address. Your name appears only on a previous sample order. A very similar review has also been left under the name associated with the full order. While we understand you're frustrated, submitting multiple negative reviews for the same experience can be misleading. For fairness and clarity, we’re treating this as one case and responding accordingly.

Your order was delivered on a kerbside service, as stated at checkout and in our terms. We do request that drivers hand deliveries directly over to customers when possible, but some deliveries are fulfilled by third-party couriers and we don’t always have control over their individual processes. That said, we are looking into why the driver didn’t ring the bell in this instance.

Had we been informed about the missing tile at the time of delivery, we would have sent out a replacement straight away.

Regarding your return, our terms state that tiles should be returned in their original packaging where possible, and we advise not to write directly on the manufacturer’s boxes. We do not state anywhere you can't open the boxes, of course you would need to open the boxes to inspect the delivery. Our policy also clearly states that it’s the customer’s responsibility to ensure items are securely and appropriately packaged to avoid damage in transit. Most customers choose to protect the boxes with bubble wrap or protective outer packaging, with 'Fragile' clearly displayed on the outer packaging, which helps prevent breakage. Unfortunately, in your case, the returned tiles were not adequately packaged and arrived with significant damage, so we could only refund the tiles that were in resellable condition.

You asked us for advice on which courier to use and who we use ourselves. Our logistics partners unfortunately don’t offer services to the general public, so, to assist, we provided a link to a courier comparison site that many customers find useful. This includes options like ‘man with a van’ - where a courier collects directly from you and delivers straight to us - as well as pricing for the more common UK-wide parcel services. However, ultimately it is the customers decision to choose which courier to go with.

Unfortunately, the chosen parcel service didn't handle the parcel with care, the returned tiles weren’t packaged with sufficient protection, and many arrived damaged. The courier you selected does offer compensation for damage in transit, and we’re happy to provide any details you may need to support that process.

We always try to support our customers and act fairly, and in this case, we responded promptly to all communications and followed our terms throughout.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年5月12日

Hi Bridget Ann,

Thank you so much for your kind review! We’re really glad to hear the tiles arrived safely and that you’re delighted with them—they must look beautiful in your space. We’d be more than happy to help again for your next project!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年4月28日

Hi,

Thank you so much for such a fantastic review! We’re absolutely thrilled to hear how happy you are with the whole experience. We hope your project turns out beautifully!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年4月22日

Hi Mark,

What a heartwarming review—thank you! We're so glad to hear our driver made such a positive impression. We’ll definitely pass this on to him—he’ll be chuffed to hear your kind words. It really means a lot.

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年4月22日

Hi June,

Thank you so much for your lovely review! We're really glad the flexible delivery worked well for you—and even better to hear the tiles arrived safely and look beautiful in person. It means a lot to know you'd choose us again!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年4月22日

Hi Louise,

Thanks so much for your kind words! We’re really happy to hear you loved the tiles and had a great experience with our service and delivery. We can’t wait to welcome you back when you’re ready for your next project!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年4月14日 に更新

Hi Mark,

Thank you for your great review! We're so pleased to hear you were happy with the quality of the tiles and the service from the delivery team. We really appreciate the recommendation and hope the tiles look fantastic in your space!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年4月4日

Hi Matt,

Thanks for the great review! We’re really pleased to hear your tiles arrived on time and well packaged. Wishing you all the best with your project!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年4月2日

Hi Claire,

Thanks so much for your lovely review! We’re really happy to hear the tiles are perfect and that delivery went smoothly. Hope the finished space looks amazing!

Many thanks,
Planet Tiles

Fayrouz Tile & Stone からの回答

2025年3月26日

Hi,

Thank you for the fantastic review! We’re so glad you found the perfect tiles and that everything went smoothly from ordering to laying them. We really appreciate you recommending us to others—that means a lot!

Many thanks,
Your Tiles

Fayrouz Tile & Stone からの回答

2025年3月24日

Hi Stu,

Thanks so much for the fantastic feedback! We’re really glad to hear everything went smoothly with your order and that the tiles were consistent and easy to work with. The green Moroccan pattern is a stunning choice!

Many thanks,
Your Tiles