Porcelain Superstore Reviews 

We ordered some splashback tiles about a month before our kitchen renovation. The website said the tiles were in stock and we set a delivery date for 2 weeks before the renovation. We then received an email saying due to supply issues they will now be coming on the week our renovation was starting. We decided to stick with the tiles as this would still not delay the project. In that week we phoned everyday to find out when they would be delivered and they kept saying that the tiles will still arrive by the end of the week. When they called on the Friday and informed us that the tiles were delayed another two weeks which was completely unacceptable with our timeline. We have since cancelled the order and had to rush to buy alternative tiles which ended up costing a lot more with express delivery. After all this the website still says they have the tiles in stock. Don't order from this company.

Lovely tiles, which is why I persevered, but I wasn’t happy to have to pay £65 for ‘Highlands and Islands’ delivery to Aberdeen, which is neither on an island nor in the Highlands. It took two weeks because we’re “remote” (we’re not, and Amazon deliver in 12 hours).

To add insult to injury, my £65 delivery arrived unsecured and balanced on a broken pallet. Almost every tile was broken and half a box had ripped off and got lost.

To be fair, when I phoned customer service a very helpful lady arranged an express redelivery three working days later (almost as if we’re not remote!) with no quibbles. This arrived better packed, with only one smashed tile. This is why I’ve given 2 stars, not 0.

Overall, lovely tiles but they need to rethink their delivery company.

I submitted an order for tiles on 24/4/25
. The payment for the order was taken on 25/4/25 and the order was confirmed with an agreed delivery date. on 29/4/25 I received an email informing me that the order could not now be satisfied due to stock levels until after 12/5/25 but with no delivery date given. Once the funds for the order were taken they should have set aside the stock to fulfil the order. Now I have requested a refund as cannot wait until 12/5/25 and apparently they cannot refund the money, I have to allow up to 10 days for the refund. There is a lot of mention of customer service but my experience is that it is rubbish.

Do not waste your stress levels using this company! We have had issue after issue with them and now they aren’t responding to emails/got hung up on when I said I wanted to make a complaint! The original outdoor tiles we ordered were showing as in stock. We then get contacted a day before delivery to be told they don’t have enough stock. We contacted them for a replacement as urgently needed them the next day for the booked landscape gardener. We had to have our throes choice and although they show as in stock they actually aren’t. When the tiles were received we noticed that two pallets were completely smashed. I contacted them again to be told replacement tiles would be sent two days later. Two days later the tiles did not arrive! I contacted them again to be told they had got “stuck in the system” I have complained continuously but apparently they don’t deal with complaints! Save your time and money and use a different company.

We have used Porcelain Superstore for three of our bathrooms. From choosing samples and then placing an order for the items we chose it has been a great shopping experience. Quality items, superb customer service, who are so helpful and super fast delivery. Had to amend our orders too and nothing was too much trouble. We will definitely use this company again and have recommended to friends and family.

Terrible service 3 x unopened of tiles but they refuse refund avoid at all costs

Return guidelines seem great...100 days to return! But actually they don't accept part orders, not even complete and unopened boxes of tiles, which is ridiculous. I won't buy from these people again. Sounds great on the surface but gives you the impression that there will always be some caveat for not accepting returns.

Terrible liars, go to Claybrook or European Heritage instead- save your money, time and patience

I am so so angry! My order was supposed for tobe delivered on Friday 14th. I had to pay my tilers even though delivery never happened.

Zero communication from porcelain superstore.

Just been left this mess on my driveway! Broken pallet. All boxes wet and crumbling. Most tiles damaged, chipped or broken.

Pretty terrible customer service.

Ordered ‘in stock’ tiles for an urgent job that needed doing only to be informed that there aren’t enough in stock to fulfil my order. I queried this as the website still shows the tiles in stock available for next day delivery. Apparently if there is even one box in the warehouse they’ll show as in stock and allow you to place a larger order than the current stock they have, regardless of if they can actually fulfill your order or not.

I understand things happen but I have to say the customer service has really been lacking. The customer service manager shows no empathy and I have to constantly chase for an update. I asked for a refund of the £36 delivery charge considering I am no longer getting an express delivery and this was denied. There’s been no other attempts to resolve or rectify the issue, nor any compensation offered for the fact I’ve now had to rearrange the plumber and this has cost me time and money on my project.

Received damaged tiles upon delivery (driver rushed off without taking signature or giving me an opportunity to inform him).

I immediately called the company to let them know. They said to email in images for a refund etc. I did this three times but did not receive a reply, leaving me with broken tiles.

Also their website reviews will not allow you to post 1 star, so reviews are distorted and deceptive, which I will be notifying Trading Standards about.

Great selection of tiles on the website. Ordered 4 different samples for free that came really quickly. Very happy with the quality ! I have tiled around the fireplace and will order again when I redo the bathroom.

Very poor company, I ordered my tiles and then was told that they had been discontinued and they could not supply. They pushed me to try and buy an alternative. I asked them to tiles I had originally ordered off the website and they are still in there over 1 month later. They continue to blame this on the website team. We all know it is because they want to take an order even if they can’t fulfil it. Very poor - avoid.

They also collect reviews just for a tile sample. This is how they seem to have a decent review in Google. Avoid.

I can't tell you how much I regret ordering tiles with this company. Ordered the Orson Classic Patterned Tile after seeing a sample that we were happy with. Once we received the full order of the tiles, we realised that there is a 'distressed' look to the tile that makes it look continually dirty and smeared in mud. Contacted their customer service department who provided a very disappointing response as (1) didn't acknowledge that the sample didn't match the actual tile (2) wouldn't allow us to return the tiles as their policy is you can only return the complete order and not part of the order (3) wouldn't provide a link to leave a product review of the tiles so I'm not able to leave a product review on their website to warn other customers. They offered us £25 as a 'goodwill gesture' but this seems paltry in comparison to spending over £450 on tiles we don't want. I really don't understand how this company has so many 5 star reviews. This product alone seemingly has 46 reviews with an average rating of 4.8. It doesn't make sense. I wouldn't trust any of the reviews on their site or ever order from them again. Hope this helps other people who are considering ordering from them.

Brilliant service, great price and good range of tiles. The website insisted on charging me £35 for a pallet delivery which was clearly not needed for my order. However, I sent them a quick email and a frienly person rang me up and fixed everything in an instant. Highly recommended.

Thank you for my order of Casablanca Mix they are beautiful and look wonderful in place in my new extension.
Absolutely thrilled

Really good service and great choice of tiles.
I ordered a sample which arrived in about 2 days, even over the Xmas period.
I then went on to order the tiles for my bathroom. I could pick up for free or pay for delivery; I wouldn’t expect free delivery on such a heavy item so whilst an annoying additional cost it’s got to be expensive. And the overall cost was still compatible to local tile retailers with less to chose from. They were delivered on the day requested even in the snow! And the deliver driver was brilliant. I would recommend.

AVOID AVOID AVOID!!!!

Absolutely shocking... DO NOT TRUST THE PHOTOS OR SAMPLES.. As many other reviews on here, when the tiles arrived they look nothing like the tiles in the photos or THE SAMPLE!!!

Got a photo and ordered a sample (broken bit of tile arrived). Ordered the tiles, and what turned up looks NOTHING like the photo or the sample.

Asked for a refund and for the tiles to be picked up, as they're nothing like what we ordered. Told that we could have a refund (or 10% off the price), but WE would have to organise the return delivery... What sort of company are you? Oh wait, did someone hear spurs and a pistol?

AVOID AVOID AVOID

Outstanding !!!

Ordered 30m2 floor tiles 3 days ago. 8am this morning they arrived. The panic I’ve had ( phoned Customer Services too) about ‘ kerbside delivery’ was completely alleviated, the delivery man brought them up to my door. I had previously explained the access to another company before placing an order and they had a shocking attitude. I’m on my own, so this morning was a perfect delivery, they’re all inside the house within an hour.
Not one mark on any boxes, well wrapped on a waterproof pallet. Really a fab experience, thank you.

I needed to match some silicone sealant for the bathroom and wasn't sure which colour it was. Lesley was really helpful and arranged for me to visit and check before purchase. Very friendly professional service.