Fayrouz Tile & Stone Opiniões 1363

Resposta da Fayrouz Tile & Stone

7/11/2025

Hi Tracey,

Thank you for the fantastic review! We’re so pleased to hear the tiles arrived ahead of schedule, matched your sample perfectly, and that you’re happy with the quality and service. It’s always lovely to know everything came together just right.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

3/11/2025

Hi,

Thank you for the lovely review! We're so pleased to hear you had a smooth experience from start to finish. It's great to know everything arrived safely and at a good price too.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

31/10/2025

Hi Sarah,

Thanks for your review! We're really pleased to hear you’re happy with the tiles and packaging. Delivery can seem high even on small orders, as tiles are heavy and fragile. We really appreciate your feedback and will pass it on to the team.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

27/10/2025

Hi,

Thanks for the kind review! We’re so pleased to hear you’re happy with the design and quality — we hope the tiles look fantastic in your space.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

27/10/2025

Hi Kate,

Thanks so much for your lovely review! We’re really glad the tiles arrived safely and that the driver was helpful — it’s always great to hear when everything goes smoothly.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

22/10/2025

Hi,

Thank you for the fantastic review! We're so pleased you found what you were looking for. Great to hear the tiles arrived safely and that our team could assist along the way. We hope they look great in your kitchen!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

21/10/2025

Hi Aaronn,

Thank you for your kind words! We’re so pleased we could get the tiles you were looking for.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

20/10/2025

Hi Julie,

Thank you for the lovely review! We’re so glad to hear your tiles arrived quickly and safely, and that you’re happy with the quality — we’re sure they’ll look fantastic once in place.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

15/10/2025

Hi Sarah,

Thank you so much for your kind review. We’re really glad to hear you were happy with both the tiles and the service — and that the replacements arrived quickly so you could finish your project without delay. We really appreciate your recommendation!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

13/10/2025

Hi Emily,

Thanks so much for your kind review! We’re really glad to hear you love the tiles and that they arrived safely — even a day early! We appreciate your feedback on the packaging and will pass it along.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

7/10/2025

Hi Keir,

We were surprised to read your review — particularly the suggestion that you felt “gaslit” by our customer service — as we did everything possible to help resolve this situation in good faith. After speaking directly with your tiler, we agreed to issue a £100 goodwill refund so that you weren’t left out of pocket, even though we were under no obligation to do so. We also took the time to liaise with your tiler at your request to ensure everyone fully understood what had happened and to offer as much support as possible.

Your first order was placed in January, with the second order made nine months later in September. As explained via email and outlined in section 6 of our Terms and Conditions, it isn’t possible to guarantee that tiles ordered at different times will be from the same production batch.

We don’t expect every customer to be familiar with the technical details of tiling, which is why we aim to show as much helpful information as possible on each product page — including details that customers most often ask about. However, it’s simply not possible to include every potential question or scenario within the product description itself. For that reason, our Terms and Conditions provide further details, including information about batch variations, sizing tolerances, and ordering advice.

As with any manufactured product, there are always small differences between batches, particularly with handmade-effect tiles that are not rectified. Slight variations in tone, texture, and size are entirely normal and are reflected in both our product information and terms. In the nine months between your two orders, we moved onto a new batch, so it would have been physically impossible to supply tiles from the original production run.

We also offered to fully refund you if you wished to return the tiles, but we understand your tiler has since completed the job. While we appreciate this was a frustrating situation, we acted transparently and in good faith — refunding part of your order, communicating clearly with both you and your tiler, and providing full information about why the variation occurred. We genuinely feel we went above and beyond to resolve this fairly and professionally.

We’ve also seen that you’ve shared this same complaint across multiple review platforms, but our position remains the same — we did everything possible to assist and resolve the matter in a fair and honest way.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

Actualizada a 7/10/2025

Hi,

Thanks so much for the kind words! We're really glad to hear you had a great experience with our team — it’s always a pleasure to help. We look forward to assisting with your next project!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

6/10/2025

Hi Sandra,

Thanks so much for your kind review! We're really pleased to hear you're happy with the tiles and that everything went smoothly — great to know the driver made a good impression too!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

6/10/2025

Hi Pamela,

Thank you for the lovely review! We’re so glad to hear you’re happy with your tiles — we hope they look fantastic in your space.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

2/10/2025

Hi,

Thanks for the lovely review! We’re so glad to hear you had a positive experience with our team — we’re always here to help.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

29/09/2025

Hi,

Thanks for the wonderful review! We’re so glad your tiles arrived safely and on time. Your front porch must look fantastic!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

29/09/2025

Hi Leo,

Thanks so much for your fantastic review! We're really pleased to hear you found the website easy to use and that everything arrived promptly. Great to know you're happy with the design and quality too!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

25/09/2025

Hi Geoff,

Thanks so much for your kind words and continued support! We’re really pleased to hear you’ve had such positive experiences with us — it’s always a pleasure to help with your projects.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

18/09/2025

Hi Angela,

Thank you so much for your amazing review! We’re really pleased to hear you love the tiles and that our team could get the replacements sorted quickly for you. It means a lot to know you felt well looked after — we’ll be here whenever you’re ready for your next project!

Many thanks,
Your Tiles