Fayrouz Tile & Stone Opiniões 1365

Resposta da Fayrouz Tile & Stone

13/03/2025

Hi Tony,

Thank you for your fantastic review! We’re so pleased everything went smoothly with your order and that you had a great experience with us. Your recommendation means a lot! 😊

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

12/03/2025

Hi Carrie,

We’re sorry to hear you weren’t expecting the protective adhesive on your tiles, but we want to reassure you that this is completely normal and is actually there to prevent scratching during transit. It’s a thin, removable layer that comes off easily with a wipe or even just your finger.

We assure you this is standard across most tiles and won’t cause any delays to your project, as tiles are typically cleaned multiple times during installation and grouting, at which point any remaining residue will come away naturally.

We hope this helps, but if you have any further questions, feel free to reach out!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

11/03/2025

Hi Karen,

Thank you for your lovely review! We're so pleased you had a great experience with us and that you love your tiles.
Enjoy your new tiles!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

10/03/2025

Hi Ross,

Thanks so much for your review! We’re delighted to hear you’re happy with both the tiles and our service. Wishing you all the best with your project!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

3/03/2025

Hi Mary,

We’re so glad you love your tiles! Thanks for your patience while we got the replacement sorted—our team is always happy to help. We really appreciate you choosing us for your project and hope your space looks amazing!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

27/02/2025

Hi Sarah,

Thank you so much for your kind words! We're thrilled to hear you're happy with your tiles and our service. It’s wonderful to know you’d recommend us, and we hope your new space looks amazing! If you ever need more tiles for another project, we’d love to help.

Many thanks, Your Tiles

Resposta da Fayrouz Tile & Stone

27/02/2025

Hi Robin,

We want to clarify what happened with your order. The tiles were delivered on Thursday, but unfortunately, the courier made a mistake and delivered them to the wrong address. When you got in touch, we provided a delivery proof photo, which confirmed this error. We investigated and found that when your address is entered into a navigation system, it incorrectly directs to a different property, which is how the mistake occurred. As soon as we were made aware, we worked quickly to resolve the issue, offering a refund and apologising for any inconvenience caused.

We do ask drivers to call ahead when possible, but as they are often alone in the vehicle, they can only do so when it’s safe. In rural areas, signal issues can also prevent this. Regarding tracking, because we use specialist couriers for heavy, fragile items, the level of tracking isn’t the same as we have all come to expect with local parcel services, but our customer service team always does their best to assist.

We processed your refund as soon as possible, and as we explained, business transactions can take up to 72 hours to appear in your account. You have since confirmed that the refund has been received.

What’s particularly surprising is that after leaving this review, you contacted us to reorder the same tiles. Given the way our staff were spoken to throughout this process, we declined. We always strive to provide great service and assist customers as much as possible, but we also expect our team to be treated with respect.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

26/02/2025

Hi Claire,

Thank you for your wonderful review! We're so glad you found the perfect tiles with us. It’s great to hear you’re happy with them and that everything arrived quickly and safely. Wishing you all the best with your project!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

24/02/2025

Hi Mr. Di Lisio,

We’re very sorry to hear about your delivery experience. This is not the level of service we expect from our couriers, and we will be looking into this with them to understand why the tiles were left in that way.

Regarding your call, your request was passed on to a manager on Friday, but unfortunately, they were unable to get back to you before the end of the day. They will be in touch with you this week to discuss the issue further.

We appreciate your patience and will do our best to resolve this for you.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

24/02/2025

Hi Sandra,

Thank you for your review! We’re so pleased you found the perfect tiles for your space and that they arrived safely.

Regarding delivery costs, we completely understand that they can seem high for smaller orders. We use specialist couriers who handle heavy and fragile items to ensure everything arrives in perfect condition. We don’t add anything to these fees—they are passed on directly at cost from the courier.

We really appreciate your order and hope the tiles look fantastic in your home!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

19/02/2025

Hi Angela,

Thank you for your lovely review! We’re so pleased to hear your tiles arrived quickly, safely, and exactly as expected. And it’s great to know you were happy with the service.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

17/02/2025

Hi Judith,

Thank you for your lovely review! We’re so glad you found the ordering process easy and that your tiles arrived quickly and safely.

We are always working on ways to make our customers orders easier, so were glad that being able to order single tiles worked well for you. We hope they look great in your space!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

17/02/2025

Hi Karen,

Thank you for your review! We’re so pleased to hear you’re happy with the value and quality of the tiles. Glad they arrived well packaged too!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

12/02/2025

Hi Gill,

Thank you for your kind review! We’re so pleased to hear you’re happy with the quality and value of our tiles. We really appreciate your recommendation and would love to help with any future projects!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

10/02/2025

Hi Farha,

As mentioned in our previous response, we sent you an email on February 2nd at 13:43 to the email address you provided, with full details on your return, including the return address and instructions. Please check your inbox, including your spam or junk folder.

If the email address you provided was incorrect or you can’t find our response, please email us at sales@yourtiles.com, and we’ll be happy to forward the original email again so you can arrange your return.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

30/01/2025

Hi Jackie,

Thank you for your review! We're so pleased to hear you love the tiles and that delivery was quick. We hope they look fantastic in your space!

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

30/01/2025

Hi Terry,

We regret to hear that our tin-effect tiles didn’t match your expectations. However, we want to clarify that tin-effect tiles, like the ones we sell, are an industry standard and designed to provide the aesthetic of traditional tin while offering the durability and practicality of ceramic or porcelain.

Authentic tin tiles are typically produced by specialist manufacturers and are mainly used for decorative ceilings and wall panels. They are not commonly stocked by standard tile retailers due to their impracticality in wet areas and on floors. Many mainstream tile retailers, including those appearing in searches for "tin tiles," offer tin-effect tiles made from materials like ceramic, porcelain, or stone because they are more durable, water-resistant, and easier to maintain.

We strongly disagree that our description is misleading. The product listing clearly states that these tiles are made from ceramic, ensuring full transparency for customers reading the details before purchasing. If you were specifically looking for specialist solid tin tiles, we wish you had reached out before ordering so we could have clarified this for you.

I understand that you have sent in a request for a return and our team are currently processing this. We wish you the best for your renovation and hope you find the tiles you are looking for.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

27/01/2025

Hi Amelia,

Thank you for your lovely review! Mistakes happen, and we’re so glad our customer service team could help you sort it out. It’s fantastic to hear you’re happy with the tiles—they sound like the perfect choice! We’d be delighted to help with any future projects.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

20/01/2025

Hi,

Thank you for your feedback. We’re sorry to hear about your experience and have requested more details through Trustpilot so we can look into your order.

Tiles can sometimes vary in shade and texture between batches, which is why we always recommend ordering 10% extra to allow for cuts and wastage. Any unused tiles can be returned if they’re no longer needed. Please note, we can’t guarantee that tiles from different orders will come from the same batch, which is why ordering enough to complete your project in one go is so important.

If the tiles you received haven’t been installed, please get in touch with our team, and we’d be happy to organise a return or discuss a resolution.

Many thanks,
Your Tiles

Resposta da Fayrouz Tile & Stone

13/01/2025

Hi Natasha,

Thank you for your review! We sincerely apologise for the inconvenience caused by the delay in your delivery. Under normal circumstances, we would always inform customers if a delivery is delayed or needs to be rescheduled. Unfortunately, on your original delivery date, the snow prevented several team members from getting to the office, which meant we weren’t able to provide our usual level of communication.

Please rest assured this isn’t the standard of service we aim to provide, and we really appreciate your understanding. We’re so pleased to hear you love the tiles and hope they look fantastic in your space!

Many thanks,
Your Tiles