Fayrouz Tile & Stone Opiniões 

Resposta da Fayrouz Tile & Stone

Actualizada a 22/08/2025

Hi Merlinsbeard,

Thank you for providing additional details – I have edited our response as we've now been able to locate your order and review the transcript from the webchat you had with our customer service team.

Having gone through the chat, we feel it’s important to clarify a few things. Your first message was regarding not receiving an order confirmation, which our team member explained was due to the email address not being entered when the order was placed. A copy of the confirmation was then sent to you straight away.

You also raised concerns about potential damage during delivery. Our team clearly explained the process for reporting any issues and advised that replacement tiles would be sent immediately if any were damaged. At the time of writing, we haven’t received a completed damages form or any follow-up, so we assume there were no breakages. Of course, if you have since noticed any damage, please do let us know — we’ll be happy to help.

From the images shared in the chat, the majority of your order appears to have been well packed, with full boxes securely affixed to the pallet. The pallet used was a standard format for this type of delivery. We do, however, agree that one smaller box containing loose tiles was not packaged to our usual standard. This has already been acknowledged to you by our customer service representative and fed back to the warehouse team for review. That said, it looks from the images that no tiles were damaged as a result.

As for ordering by the tile rather than by the box — this is a service we offer so customers can buy exactly what they need without the cost of excess material. Most customers appreciate being able to buy the exact amount they need, especially for smaller projects. If you had preferred to order by the box, our team would have been happy to assist with that.

We’d also like to address your comment regarding Google reviews. Customers are free to leave feedback on any platform they choose, we do not block reviews on any platform, and we respond to reviews wherever they are posted. We have nothing to hide, and constructive feedback is always welcomed.

If you do discover any damaged tiles or need further assistance, please don’t hesitate to reach out. We're more than happy to help — but in this case, we believe the order was delivered correctly and in good condition, with one minor packaging issue that’s already been addressed internally.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

21/08/2025

Hi Samantha,

Thank you for the kind review! We’re so pleased to hear your tiles arrived quickly, safely, and well packaged — we hope they look fantastic in your space.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

20/08/2025

Hi Martin,

Thank you for sharing your feedback. Delivery for tiles can sometimes feel costly as they are both heavy and fragile, so we work with specialised couriers to make sure they’re transported in the safest way possible. The delivery fee can also vary depending on location. We truly appreciate your comments.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

20/08/2025

Hi Karen,

Thanks so much for your lovely review! We’re delighted to hear your tiles arrived quickly and that you’re pleased with both the quality and value.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

14/08/2025

Hi,

Thanks so much for your kind review! We’re delighted to hear you found the process easy and the delivery smooth.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

13/08/2025

Hi Kevin,

Thanks so much for your review! We’re really pleased to hear you’re happy with the tiles and that they arrived promptly — we hope they look fantastic in your space.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

13/08/2025

Hi,

Thanks for the lovely review! We’re so pleased your tiles arrived ahead of schedule and hope they make a beautiful splashback once your new kitchen is finished.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

13/08/2025

Hi Michelle,

Thanks so much for your wonderful review! We’re thrilled to hear the tiles have transformed your front porch and that you found our team easy to reach and helpful. It’s great to know you’re so happy with your purchase.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

11/08/2025

Hi Lynne,

Thank you so much for the glowing review! We’re thrilled to hear you were happy with both the range of tiles and the support from our team — it’s always our goal to make the process as smooth as possible. We’re so pleased everything came together and that your tiles look gorgeous in place!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

5/08/2025

Hi Isabel,

Thank you for the lovely review! We're so happy to hear the tiles arrived safely and look brilliant in your fireplace — it sounds like a stunning feature.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

4/08/2025

Hi Lisa,

Thanks so much for your lovely review! We’re thrilled to hear the tiles arrived just as expected and look fantastic in your kitchen.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

4/08/2025

Hi,

Thanks for the great review! We're glad to hear the process was smooth and the delivery quick — it’s always nice when everything falls into place easily.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

1/08/2025

Hi,

Thank you so much for the glowing review! We’re absolutely delighted to hear how happy you are with the tiles, delivery, and service. It’s wonderful to know everything lived up to your expectations — and we truly appreciate the recommendation!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

1/08/2025

Hi Amy,

Thank you for your review. We're sorry to hear you're frustrated and we'd like to clarify a few points so we can help where possible.

Your order shows 53 tiles were dispatched — this would be two full boxes (25 tiles per box) and three 'loose' tiles. If you received only two boxes, the maximum you would be missing is three tiles, not a full box. We’ve looked through our email inbox, webchat system, and phone logs and can't find any record of a message or call from you or anyone else regarding missing tiles, or asking for stock information on these tiles. If you would like to contact us, we would be happy to look into this and resolve it straight away.

In terms of the tile calculator, it gives a rough estimate based on a simple rectangular shape and includes standard wastage based on the measurements you input. As we mention on the calculator, it doesn’t account for complex shapes, corners or edge cuts, so while it gives a helpful estimate, it’s not exact unless your space is a perfect rectangle. That said, we’re actively working on ways to improve its accuracy.

Lastly, the tiles you ordered are one of our most popular ranges, and we’ve no plans to discontinue them. If you want to get in touch with us with your measurements or let us know how many you’re short, we’ll see what we can do and give you the latest stock update.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

31/07/2025

Hi Jason,

Thanks for the great review! We're so glad to hear everything arrived safely and that you're happy with the service. Hope the fireplace looks fantastic!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

31/07/2025

Hi Cassie,

Thanks so much for the lovely review! We're really pleased to hear everything arrived safely and on time — and even happier that you’re loving the tiles. It’s great to know you had such a positive experience with us!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

29/07/2025

Hi Lucinda,

Thank you for the lovely review! We’re so pleased you’re happy with your tiles — we hope they bring a beautiful finishing touch to your space.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

28/07/2025

Hi Kathryn,

Thanks so much for the amazing review! We're thrilled to hear the tiles exceeded your expectations — we can't wait for you to see them in place either!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

21/07/2025

Hi Alan,

Thanks so much for the fantastic review! We're really glad to hear everything went well and that you're pleased with the tiles. Wishing you all the best with your project!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

18/07/2025

Hi Anne,

Thank you so much for updating your review — we really appreciate it, and we’re so pleased to hear everything went smoothly in the end. I’m glad the tiles arrived back into stock as expected and that your delivery driver was able to go the extra mile to help — we always try to assist wherever we can.

Yes, these tiles do have a matt finish with an anti-slip rating, so we’d always recommend avoiding abrasive cleaners. As you’ve discovered, a gentle clean with a damp cloth and a little washing-up liquid or specialist tile cleaner works perfectly.

We’re so happy to hear the bathroom is finished and that the tiles set it off beautifully!

Best wishes,
Your Tiles