Bought a metre sample of this online …. Drove to their pickup point the same morning which is in Newcastle to collect not the showrooms ,only to discover whilst I’m there to collect said sample ,that an email had been sent to me telling me that particular tile was discontinued …, no phone call to me despite having my contact details which would have made a lot more sense!!!!!! ….what a waste of time and fuel . Just had my money returned . If discontinued a tile should not be up on the website at all !. Guy pickup point was helpful . Return of tile cost was completed . Would be wary to use the online platform again in future
Reply from Tile Merchant
Hi Avril, thank you for your feedback, and we sincerely apologize for the inconvenience caused. We fully understand your frustration, especially after traveling to our pickup point. This is not the experience we aim to provide, and we are currently reviewing our process for updating discontinued items on our website to prevent this from happening again. We are pleased to hear that our local team was helpful and that your refund was processed promptly.
