“Sent wrong nozzles for epoxy resin tubes.
Porcelain Epoxy Resin stains tiles if they have the slightest textured finish. ProTiler then wanted to charge for cleaning solvent to try to remove the stains, when it states it can be used on any porcelain tile . Only suitable for smooth/ shiny tiles otherwise beware”
“Purchased Titan grout and delivery was shipped accordingly, the incorrect colour was sent after finding out by my contractor who already laid the grout. Informed customer services and was informed on the next order a £5 discount will be applied with free shipping. True to there word the discount was given. 2nd batch was delivered very fast. The product is amazing so far let’s see in a year how it holds up. Overall happy”
“The original order arrived on time but was damaged. Easy to happen in transit and the team were happy to send out a replacement for the following morning. But the second delivery was 110 volts not the model I had ordered. Again, team were helpful and eventually on the third delivery the correct item was received undamaged. Added a few extra unpaid days to my job, was particularly annoyed about the wrong voltage model being sent out as that was just sloppy work.”
Hi Adam,
Thank you for taking the time to leave a review and apologies for your negative experience.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We charge delivery costs on orders up to the £250 threshold as stated in our terms, which your order unfortunately just fell short of. Please be assured we charge the courier costs directly without adding any additional fee.
Our team have attempted contact with you in an attempt to find resolution. Please call us back when you get the chance.
Sorry again for the courier prices being steeper than you'd like.
Kind Regards,
The PTT Group
Hi Ian,
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us as we place a real emphasis on service here at Pro Tiler Tools. We really hope you'll give us another chance to impress you in the future.
Many Thanks
Niamh- Pro Tiler Tools
“Protiler tools have great stock levels and good prices, the deliveries are their weak point, different rates for different deliveries times, been charged for next day am delivery and the goods are often late or delivered to the wrong addresses, it's a shame as they are being let down by couriers but it's a situation that has gone on for several years and never seems to get resolved, to the point now where even though the prices are good I try to avoid buying from them unless it's something not available from other vendors”
Hi,
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us as we place a real emphasis on service here at Pro Tiler Tools. We really hope you'll give us another chance to impress you in the future.
Many Thanks
Niamh- Pro Tiler Tools
Hi Jamie,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about your experience with us. At PTT, we have one of the latest dispatch times in the industry of 6pm. We do not make profit from delivery charges and is what we are charged by our couriers. We would love to charge less but unfortunately this is out of our hands. When completing purchase you will see the delivery charges for the order.We have looked at your order and can see you paid £6.99 for a standard 1-3 working day delivery service and this was delivered on the 2nd working day.
Hi Andrzej,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about your experience with us. I can see that a refund has been processed for your return. We have tried to call and email you regarding this, however have not been able to reach you. If you ever have issues with your order, please contact our customer service team and we can look to resolve this.
“Delivery was a day late having paid for next day delivery
I was refunded the cost of next day delivery and I’m sure it was FedEx’s fault
But it did mess up our schedule for getting a job finished.”
Hello,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. At PTT, we strive to provide a prompt and efficient service throughout so that our customers receive their orders on time. Unfortunately, on this occasion our courier service has let us down. We will raise this issue with our account holder at Fedex.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
A member of our team has been in touch to resolve this with you, I can see you have been refunded for the shipping, if you get in touch with us when placing future order we can assist further. We are sorry for any delays and inconvenience that has been caused.
Pro Tiler Tools
“my order was wrong there was one rubi rubber bucket missing and when i called it wasn’t a case of yes your order was wrong it was a case of we will come back to you and say yes it was our fault, , maybe if the staff were at the game the situation would not have happened”
Hello,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience with us. At PTT, our dedicated team strive to provide exceptional customer service throughout. Unfortunately, on this occasion we have fallen short. We do apologise for the inconvenience this has caused and we will be speaking to the relevant parties to find out what has happened and to stop this from happening again.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. I can see the customer service team has been in touch and the issue has now been resolved. If you need any further support. Please reach out to the customer service team
Pro Tiler Tools
Hi Gill,
Thank you for bringing this matter to our attention. We have tried multiple times to reach out to you to discuss this further and to get the matter resolved, but unfortunately we have not heard back from you
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs. At Pro Tiler Tools we strive to provide exceptional service to all our customers, and we are disappointed that we did not meet your expectations.
We would like to sincerely apologise that you had a poor experience with us as we place a real emphasis on service here at Pro Tiler Tools. We really hope you'll give us another chance to impress you in the future.
Many Thanks
Joanne- Pro Tiler Tools
Hi,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about your experience with us. We have forwarded an email to Fedex accounts manager regarding this as this is not the experience with strive to provide. We are sorry again for the inconvenience caused.
“From ordering to delivering was literally at matter of days, pro tiler kept me up to date with the delivery and progress. Their prices are competitive compared to most other retailers.
What let them down on this occasion was I ordered Webi boards direct, they sent them with out any protective plastic on the corners resulting in most the boards being damaged. This will now add quite a lot of time on my job, also could result in me not having enough material to finish it off.”
Hi Aurimas,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about your experience with us. In regards to packaging all our orders are packaged efficiently to make sure our customers orders arrived undamaged. We can see that you ordered a wooden poll, grout and a squeegee. This would require packaging sufficient for this order. We are however pleased you had good service and a quick response.
“Product came a day later Then expected date given, & when paying shipping you expect a more accurate date of delivery How ever when un packing yesterday it appears both bags delivered are actually expired in June, we are now in July!? Still yet to use product to review its capabilities & finish.”
Hi luke,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about your experience with us. I can see that you placed your order on Saturday 29th June at 14.16pm on a standard 1-3 working day delivery service.
As we were shut then on the Saturday and also on Sunday, this was then picked up on Monday 1ST July and delivered on the 4th July on the 3rd working day in the delivery time frame.
At PTT, we only dispatch Monday- Friday. All orders placed over the weekend will be dispatched on Monday.
Regarding the dates on the bag. The dates on the bag are dates of manufacturer from the supplier and they have a 12-month shelf life.
“Product was very good, can’t fault it. However I paid extra for next day delivery, courier claimed they attempted to deliver however the camera proved them wrong, contacted customer services and was basically told that there was nothing they could do. Lost labour wages as we couldn’t do anything without these items. Shame really”
Hi Richard,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about your experience with us. We can see that you order on the 9/5/24 and Fedex attempted delivery on the 10/5/24, however no one was available. This was then delivered on Monday 13/5/24. We are sorry to hear about the issues you have had and will forward this review onto our account holder at Fedex.
“Didn't do quite what I expected, even putting it on undiluted I still had to use a scraper, scrubbing the tiles with a hard bristle brush wouldn't hack it.”
Hi Jack,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about your experience with us. We have tried to contact you regarding this issue, however we have not heard back from you. We will pass on this review regarding the product to our manufacturer. If you need any further help please contact us at Pro Tiler Tools.
“Unfortunately my first order with pro tiler hasn't gone as smoothly as expected. My order wasn't complete but after some emails to them and calls from them the issues have been rectified. Customer services have been very good eventually resolving my problem and I will most likely order again.”
Hi Terry,
Thank you for taking the time to leave a review.
We are sorry to hear about the inconvenience this has caused.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
Hi Michael,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about the experience you have had with us. We have tried to contact you to speak to you regarding finding products cheaper elsewhere. Unfortunately we have not been able to get in touch with you. At PTT, we offer a price match guaranteed and if any of our customers are able to find prices cheaper elsewhere we can match.
“Upto the point of ordering the experience was very good - however from that point it was anything but..
Paid an additional £30 for next day delivery (which is not an inconsiderable amount) but next day came and went without any goods received. Then when the goods were delivered, only part of the order showed up. I had to then wait until 7:30pm the following day to get the balance of the order - so 3more days than what was scheduled.
I’m sure FedEx play their part in this but nonetheless I’ve paid for a service I simply didn’t get. I’m sure a refund for not getting what I paid for will be forthcoming.
No complaints about the quality of the products - just very poor delivery and distribution.”
Hi Simon,
Thank you for taking the time to leave a review.
As a business, all reviews are important to us, as we continue to adapt and evolve to meet our customer's needs.
We are sorry to hear about the experience you have had with us. I can see that you ordered on Saturday 30th March at 21.22pm on a next working day. Unfortunately due to the bank holidays this would have left us on Tuesday 2nd May. I can see that the you received half of your order on the Wednesday 3rd April and the rest on the 4th April. I do apologise for the delays and we will raise this issue with our accounts manager at FedEX. I can see that my colleague has refunded you the next working day and that will be with you shortly.
