Direct Tile Warehouse Anmeldelser 175

Awful service from the Swansea store.
No one will help you in the shop. Sometimes there was only me in the showroom and all the workers would disappear out the back office.
I changed my floor tile after realising how slippery they were even though they were floor tiles. They only had 2 non-slip black tiles on show and after a stock check, only one of them was in stock for collection the next day. Luckily it was the tile I wanted. This was at 4.30 on a Tuesday afternoon and my plumber visited on Wednesday morning as they opened to collect them. When I got home from work, i realised that they were the other tile.
At the store, the manager admitted that they had made a mistake on the stock check and he said he'd ask his manager if they could replace the tiles. However after that call, they decided to blame the plumber.
I wrote a lengthy complaint, explaining that Id spent over £700 on tiles and the mistake they'd made had ruined a 9k renovation. They didnt care. They responded again blaming the plumber and said they wouldn't be responding again.
In addition, the tile quality is awful. They again are blaming the plumber for this but I chose a plumber with 30 years experience so this doesnt make sense. Even he has said that the tiles shouldnt look like they do. They said that theyd exoect more complaints if there was a quality issus but as they've already lied to me about the mistake they made, I dont believe this is the only quality issue.
I just wish I'd read the reviews before handing over my money.
Contacting trading standards tomorrow.
Dont expect any customer service when things go south!
Avoid!!

Fantastic service and friendly staff at Cardiff branch Luke and Tim and all the team are always on had to help with anything , nothing is too much trouble for them all … I’ve used them several times and would highly recommend… the tiles are fantastic quality and always the best prices around !

Poor quality of tiles. Tiler had an absolute nightmare fitting tiles from yourselves. The quality was shocking.
Chips on tiles, faults on at least 4/5 boxes in which a whole pack of
Tiles simply broke on every straight cut, tiles not square, not the same size the list goes on. Looks like they came from India from the packaging stamps.
I will be raising a complaint as this were extremely poor quality for what I paid for them.

We attended the Direct Tile Warehouse to look for flooring for the hallway. The staff were very accommodating and we found the perfect tiles to suit our needs.

thank you Direct Tile Warehouse if we are in need again we will return.

I wanted to add some character to my hallway as my house has quite a modern interior. The staff were very helpful in advising me which tiles would suit the area best and which grout to use. I am thrilled with the tiles and my experience here. So much so, I have just purchased tiles for my kitchen too.

Poor, poor customer service, they are generally fine until they have your money. Supplied 6 loose tiles as part of a much larger order that did not match the others 4 of the tiles had bevelled edges, despite contacting them twice about their error they just completely ignored it. I would not recommend them as after sales service has been extremely poor and will avoid using them in the future, lesson learned keep your business local.

The tiles we ordered were of excellent quality and have really completed out bathroom. They were delivered quickly with no breakages. The tiles were well priced, especially considering the quality of them. I needed to check something with the order and the team were quick to provide me with an update.

Firstly, I would like to mention that this is a genuine review. I know sometimes it can come across just a bit too much or you think they must be related; in this case not true. We (my wife and i) have no hesitation in saying what an excellent company this is. Having tried for ages to find a tile that we both liked we were either not finding one or the delivery charge was just too much. What a relief to find the website for DTW. Not only a great site, but easy to follow everything. On trying to checkout we were advised to make contact to discuss our location and delivery charge. We thought this was the end of another attempt. Smashing surprise when we rang, staff were brilliant! Really helpful, sorted the delivery charge and in no time at all we had our tiles booked. Within a few days (we live in Scotland) we had our tiles delivered as promised. Well wrapped and no breakages! Having been concerned about our location for delivery Caledonian Logistics were also extremely good. The driver was very helpful, professional and friendly, we couldn't ask for better treatment. As OAPs we delighted that such great driver arrived.
Well, a bit of a story but in case anybody else goes through the same difficulties trying to select a tile and worrying about delivery we are sure DTW will be able to help. A very special thank you to all at DTW and Caledonian Logistics.

Ordered the tiles and had to call them for an invoice and a delivery date as I had no response when paid for, was told the would be delivered on the Friday but no sign of them! I rang the company and was told they had been lost in the warehouse! I got a call back in Monday saying still couldn’t find them so they would dispatch a new lot which arrived on the Tuesday morning. The tiles are great and there was only one damaged where it had been on the bottom of the pallet, they look super and even though there was a hiccup in the delivery it was sorted for me with speed and I would use them again. 👍

Extremely happy with service and prompt delivery of sample and tile order.

very quick response and delivery, our customer was delighted with the product and quick turnaround, staff were really helpful and knowledgeable.

Placed an order 12 days ago for almost £500 worth of tiles, The order has shown as processing since and not received any paid invoices or explanation as to what is happening with our order.

I was really disappointed with my experience at Direct Tile Warehouse. The tiles I received looked noticeably different in colour compared to what was shown on the website. I contacted them the same day to arrange a return and was told I’d have to pay £67 for return shipping – even though delivery to me only cost £25.
I explained several times that I believe the images on their website are misleading and offered to split the return cost 50/50 as a fair solution. Unfortunately, my messages were ignored and the company showed no willingness to compromise.
In the end, I had to cover the full return cost, despite feeling that the issue was caused by inaccurate product representation. I found the customer service unhelpful and disappointing, and sadly I cannot recommend this company.

Update (29/04/2025):
The fact that the company has not responded to my review only confirms the poor quality of their customer service. It clearly shows that they do not treat their customers fairly or take responsibility for their actions.

I recently placed an order. I received the wrong tiles, but it was corrected within 2 days. The customer service was great. I would recommend Direct tiles to anyone.

Great service and great tiles. Very good price too. I run out of tiles needed another 10 they phoned to get the batch number, both orders dispatched within a few days. Highly recommended

Disappointed that the tiles received did not include all the colours illustrated.
Did send a comment but no reply!

We ordered some white ceramic tiles for our bathroom, that were exceptionally poor quality overall.
There were no broken ones in the boxes, so we didn't report them but once the tiling started we could see on close inspection that the glazing of most tiles had dust in them and odd rust-like marks, black scratch marks that wouldn't wash off, cracks in the actual glazing. Some of the tiles were oddly also covered in something blue (like ink). It would only wash off with alcohol and stained absolutely everything. Out of the whole order, about 3 boxes didn't even make the 'cut' pile as the marks were too bad. I'm aware that ceramic tiles are softer than porcelain, but did not realise they would be as fragile as these ones and the edges chip just from moving them around.
I appreciate these were really cheap tiles, but I'd have rather spent more if I knew it was due to bad quality!
It's a real shame as the tiles arrived very promptly and the person on the phone was very helpful when I first enquired.

Really good quality tiles. Staff were very helpful when I contacted them. Convenient time for delivery arranged. Tiles were well packaged and no damage. Really pleased with the results.

I’m really happy with my tiles… they look beautiful in our shower room. Many thanks to Direct Tile Warehouse… good company to buy from.
Thanks.
M. Palmer

I purchased tiles from Direct Tile Warehouse, it took over 6 weeks for the tiles to arrive, there was numerous chips and damage to the tiles already but we wanted to carry on with the job, I have had numerous problems with the tiles, they are chipping when cut, flaking off yet these are supposed to be porcliean tiles therefore should not flake, they crack they are terrible when cleaning they are porus and the are impossible to keep clean, they feel like there is a defect in their process of being made.

They advised that they would replace the tiles but now told me it would 6 weeks more to for delivery which is basically end of summer.

We have been using a wet cutter on these and also angle grinder for shape, I have been now told that the manufacturer has cut a tile from my batch and there is nothing wrong with me and I was using a blunt cutter, I have purchased 6 blades which are replaced as the tile blade blunts, I refuse to accept their statement and do not believe them.

I have now said that I am rejecting the tiles and wish to return the damaged ones, and will not be held liable for them, so they can either take them back or return them to Spain.

They have refused, therefore I have no choice but to commence legal action and raise it with my credit card company.

Under the sale of goods act I am entitles to a refund or replacement, as I have lost faith in this product I refuse to accept a replacement.

The company have been helpful albet its taken weeks to get to some point and also they have rarely responded to any of my emails.

on this basis I would not recommend them nor would I recommend their suppliers.

i will review the video evidence of them cutting the tile and advise my legal team from there.