Amazing experience, ordered quite a few other places and they always messed up my order but luxury tiles always get it right, highly recommend

I had an amazing experience with this company due to the clear customer communication and quick service with supply.

Really happy with the service. The tiles were great quality and arrived quickly. Couldn’t recommend more.

On 02/06/23 I ordered 2 x sample tiles at £0.99 and £0.90 each plus £8.96 delivery fee which was advertised as 2/3 days delivery which I thought was steep but I liked the look of the tiles.

On 13/06/23 one of my samples turned up 11 days later with no explanation for the missing sample or reason for the delay! To top if off it was sent via Royal Mail at a cost of £3.30.

I went with 5 different suppliers to order samples. The other 4 suppliers offered free delivery and all of them arrived within 2 working days. A waste of £10.85 as I gave up waiting and ordered them from another supplier.

On 19/06/23 I was emailed. They apologised and offered a full refund. The refund was received on 26/06/23.

The service doesn’t compare to many of their competitors and they will continue to lose business until they resolve these internal issues.

This company are an absolute joke. I ordered online on 24th May 2023 nearly £700 worth of 'in stock' tiles (which they very quickly took payment for!) to be delivered Express 1-2 days as had a tiler booked in for 30th May. By 27th May no tiles had arrived and I have now e:mailed them twice with no reply. I have called the office all of this morning (30th May - having cancelled my tiler for today) which either rings out and cuts you off or diverts to a female somewhere else who has at 9.30am this morning promised to get Chris to call me back (no call back) then when I got through a second time advised she would contact the owner Alex to call me back...we are now 2 hours past that and still no call. I have no idea where these tiles are and if they are going to arrive for my tiler who I have pushed back to tomorrow. At time of writing I have spoken to her again (after she blatantly admitted she'd saw my calls continually coming through on the machine and hadn't picked up!) and she's advised she's still trying to get a hold of the owner!

1st June - After advising that our lawyer would be in contact we have now received an e:mail advising they would cancel the order and refund our money - we shall see!

Having read the negative reviews beforehand, I still decided to give this company the benefit of the doubt. They have a beautiful range of tiles, especially if you are looking for something a little different. However, every concern noted by the other negative reviews came to fruition. Having placed an order for just under £800 for tiles which were listed on the website as 'in stock', a week passed and I had still not had any further update on the status of the order. After two emails and an online submission, I had one email back saying 'they were experiencing delivery issues' with the supplier (despite the tiles still showing as in stock on the website) and they would get back to me on the Monday. As expected, they did not get back to me, and I had to chase yet again through several emails and online queries threatening a payment investigation with PayPal. I was finally sent a general 'cancellation' email citing that the order was cancelled based on one of two scenarios: 'The item was not in stock' or 'I had placed a duplicate order'. Given that the item was still showing in stock on the website at this point, one can only surmise that they don't update their website and will actively take money for orders they cannot fulfil. I lost nearly three weeks of moving forward with my kitchen renovation, which is likely to last even longer given that they have still not refunded my money and I will likely have to engage in more chasing. I would urge you to take note of the negative reviews, check their Facebook and Google reviews, and avoid ordering with them if you want a good customer experience.

Update June 2023: As anticipated they did not follow up on any requests for my refund following their own cancellation of the order. I had to open a claim through Paypal to recover my costs which was timely. Take all the positive comments sceptically, I truly believe the negative comments outweigh any favourable experiences "people" claim to have had with this company.

I highly recommend this company, high quality tiles. Customer service friendly and helpful
Big thank you for your help

Excellent quality tiles, fantastic service and amazing staff. I'd happily recommend this company

I recently had the pleasure of working with Luxury Tiles for my bathroom renovation. The selection of tiles they offered was truly impressive, and I was able to find exactly what I was looking for. The customer service was excellent, and they were very helpful in answering all my questions and making sure I was fully satisfied with my purchase. The quality of their products is excellent and I am very pleased with the results. I would definitely recommend Luxury Tiles to anyone looking for high-quality bathroom and kitchen tiles.

Luxury Tiles are the best in business for me!

Excellent choice of products. Had excellent help and friendly advice from the staff at luxury tiles. Sorry forgot the name of the person who served me but he was very friendly and helpful with all my questions. Will definitely be recommending them to my friends and family 👌🏾

The best customer service - very responsive & such a good selection of products!

Start to finish great experience Chris was great help

My experience with these guys was amazing. I bought few bathroom tiles. Customer service was amazing and it was fast delivery. Definitely recommended

10/10 service! Just moved in to my house and needed new tiles and the service that was provided was exceptional! I was kept up to date with my order and delivery! Not a single fault! Thank you to Luxury Tiles I have a luxury house!

Great range of products & delivered with care & great attention. Products are of a very high quality at great prices. Will definitely be purchasing again

I wanted a very specific tile for a project and Luxury Tiles had them in stock. As soon as I placed an order, I received a confirmation email, and paid for the delivery, within a few days, I received the order which I could track and trace. I called up to order full to complete my project, I was amazed at the speed and response from Luxury tiles! Very glad I found you guys! Keep up the good work!

Nice customer service! They’re products are so good I’m very happy with everything. I can only recommend!!

Ordered goods showing in stock 02-05-2023 had an email on the 09-05-2023 saying the goods had been dispatched no tracking number contacted the store on the 10-05-2023 after almost an hour of calling they answered didn't have a clue promised a tracking number didn't receive one called again 11-05-2023 was told the goods didn't leave but would leave today and a tracking number would be provided ASAP called later that day and was told i would have them on the 12-05-2023 by 2pm didn't receive the tracking number so I raised a dispute with PayPal i then called 12-05-2023 they were unsure if the goods had left due to the dispute

Nothing but lies

DO NOT BUY FROM THEM

We are, ourselves, a tile specialist and I was very clear about a green mosaic tile that I ordered from Luxury Tiles as it was for a specific project. I identified your ref 00781 as being very similar or from the Spanish factory, Terratinta and this formed the basis for our enquiry and subsequent order. I was impressed that you had it in stock but, despite repeated requests for an update, we received the consignment around two weeks later and enough time had passed since that our customer cancelled our order and bought elsewhere in order to complete the project.

The tile we received is not the same as ordered as the hexagons are much bigger (6 hexagons wide (not 9) – similar to your ref 008916) and, given the time that had passed, I was quite happy to try to reuse on another project but I was tidying up at the warehouse and found an invoice from your supplier (Tiles Direct!) when I removed them from the pallet.

Given the huge cost difference, the wrong tile being sent and also the cancelled order (which I had to refund to our customer), it's safe to say that I would only advise prospective customers to shop elsewhere.