Al-Murad Tiles Avis 

If I could give 0 stars I would. I went to the Rotherham branch and bought bathroom panels and trim to match. The man at the store told me if the trims were no good I could bring them back whenever and swap them (this was in April). Now, in June, I came to use the trims and realised we needed bigger ones which were not available in the store. As these were not available I asked for a refund and spoke to the owner/manager. He said 30 days after that no refund. Each time I tried to speak he spoke over me and just said I am in charge no refund. I was nothing but polite until he started being rude. This man is the rudest person I have ever come across. Every time I have been in that shop he has been nothing but rude and arrogant. He has 0 sense of customer service and does not offer to help or advise on anything. When I asked if he had anything like what we wanted he said go and look. For someone who runs a business he clearly is under qualified in how to deal with customers. Not one ounce of friendliness in his body nor customer service. I spent over £800 in this store and I will never ever go back again based on how he spoke and handled the situation. As someone who is doing a house renovation I will be taking my custom elsewhere and advising everyone else to avoid this store at all costs. Terrible place.

Hi bought a tiles from Murad Watford,very helpful staff specially jay and suvan help me choose the best tiles for our new home ,very happy, they are really knowledgeable with wht they do , will definitely come back , thanks guys

Avoid At All Costs: Deceptive Identity Traps, Shifting Policies, and Weaponised Deflection (Manchester Trafford branch)

Unless you are 100% certain you will not need to return a single item, I strongly recommend avoiding the Al Murad branch in Trafford. They operate under deceptive business tactics and unethical customer service standards that you would never experience with reputable retailers.

1. The "Bait-and-Switch" Return Fraud
At the point of sale, I was given an explicit verbal assurance by the staff that I had a 30-day return window. No exceptions were mentioned. However, when I rang up a mere week later to process a return, the story changed to "30 days for tiles, 2 weeks for everything else." When I physically arrived at the store with the items—just seven days after purchase—I was hit with a third contradiction: "No returns on adhesives whatsoever."When challenged, the staff dodged accountability by directing me to obscure, laminated small print near the till that no customer would ever read, especially after being given a direct verbal guarantee.

2. The Identity Shell Game: Al Murad vs. Tile Junction
The most alarming part of this business is its deliberate misrepresentation of who they actually are. They prominently trade under the household brand name Al-Murad Tiles on Google Maps and their store signage to lure customers in. However, the exact moment you challenge them on their deceptive return rules, they completely disavow any association with Al Murad or their corporate terms and conditions. Instead, they suddenly claim to be an entirely independent entity trading as Tile Junction Limited. Using a famous brand name for marketing while hiding behind a different company name to strip away consumer rights is textbook rogue trader behaviour.

3. The Cover-Up: Paperwork Manipulated at the Refund Desk
To make matters worse, when I was at the desk trying to sort out this refund, I discovered that the staff purposefully left my phone number off the official paperwork. Despite having my details, they intentionally omitted my contact information during the dispute. This feels like a calculated tactic to break the digital audit trail, making it incredibly difficult for corporate customer service to track, verify, or link the confrontation back to my original customer account. It is a deliberate setup to isolate the customer and bury the complaint.

4. Rogue Franchise Loophole
When I pushed back on these moving goalposts, the staff claimed they are a "franchise" and are allowed to make up their own rules on the spot, even implying I must have called a different branch. Hoping for a resolution, I contacted Al Murad Head Office. Shockingly, Head Office confirmed they cannot enforce corporate standards or basic customer service ethics because this specific Trafford branch operates as an independent franchise. If you buy here, you are entirely at the mercy of whatever arbitrary rules they decide to invent that day.

5. Appalling Staff Behaviour & Weaponised Deflection
The staff at this branch are incredibly unpleasant, unhelpful, and sarcastic. Most disturbingly, when I calmly challenged their shifting policies, they immediately tried to shut down the conversation by asking if I was a racist. This is a shocking, deeply manipulative, and low tactic used to intimidate customers and deflect from their own dishonest business practices. I am absolutely not a racist; I am an exploited customer asking a business to honour the verbal contract they made a week prior.

The Verdict:
This business cannot be trusted to provide normal, ethical customer service. They trade under false pretences, lie to your face to secure a sale, trap you with hidden terms, intentionally manipulate your paperwork during a dispute, and resort to malicious personal attacks if you ask them to stand by their word. Do yourself a massive favour, save yourself the hassle, and take your hard-earned money to a reputable, transparent tile merchant instead.

Great service from staff Suven and Jay and great selection of tiles

Abu at the Morley shop was excellent. Very helpful and knowledgable. Helped me with acoustic panels.
A lovely man.

I rarely leave reviews, but the service I received from Debs at Head Office/Morley Shop was so outstanding that it deserves recognition.

After a stressful situation involving a change of tiles and a leak at home, Debs went above and beyond from start to finish. What impressed me most wasn't just that she solved the problem – it was the way she took complete ownership of it. She personally coordinated with the warehouse, the store, the courier, and the returns team, keeping me updated every step of the way with clear, detailed communication.

Nothing felt like too much trouble. Debs proactively arranged collections, monitored deliveries, chased suppliers, organised refunds, and even gave me direct reference numbers so she could personally keep track of everything. Throughout the process, she was professional, knowledgeable, incredibly responsive, and genuinely cared about getting the best outcome for me.

In a world where great customer service can be hard to find, Debs is a shining example of how it should be done. Her attention to detail, sense of humour, empathy, and determination to put things right turned what could have been a very frustrating experience into one where I felt completely looked after.

A huge thank you to Debs and the team at Al-Murad. You're a credit to the company, and I genuinely can't thank you enough for all your help.

⭐⭐⭐⭐⭐

Recently we bought 55 sqm of our door porcelain paving tiles from Al Murad Watford. Suven and Jay were very helpful in selection of tiles. Suven went extra mile to move tiles around for us in different light shades.
We ordered a sample that promptly delivered. After making an order we requested a change in delivery date as our builder was running late, our request was honoured.
In receipt of tiles, we found six tiles were broken during transit, when we reported it was promptly resolved. Overall great experience. Thank you Suven and Jay.

I had such a good experience shopping at Al Murad, firstly the selection is wide and the prices are competitive. Secondly over 2 visits, Jay and Suven really helped me pick the right tiles that I needed for an enclosed porch, they were patient and helped me eliminate from the many options. Thirdly the advice provided in choosing the right groat colour etc. The customer service was impeccable and ill be recommending Al Murad to family and friends and ill definitely be a returning customer for future projects. Thank you Jay and Suven :)

A fantastic all round experience in the Preston branch.
The range of stock and quality of the tiles was exceptional.
Great service by Wasim every time we visited the store , nothing was ever too much trouble when we went in or rang up.
Wasim provided an excellent level of service that all retail employees should aspire to achieve.... Thank you
Would definitely recommend a visit

Ayaz and Abu were amazing brilliant service incredibly helpful they also made everything so much easier and less stressful 100% recommend

Would strongly advise people not to buy from this retailer.I had the bad pleasure of dealing with the Newbury park ,Essex branch and head office to raise my complaint as advised by the branch. More expensive then most shops but my wife liked a tile they had as it was matt finish for the floor.The tiles were delivered and upon opening them by the builder we found 9 in total to be chipped or cracked.A video was made whilst I opening the packaging to show it was nothing to do with us , came damaged on the pallet. Upon reporting it the store wanted photos instead which I sent them .Replacement tiles were ordered at an inconvenience as thr tiler had to be postponed. I received an email that the tiles were ready for collection from the store. I said I dont drive and I am disabled could they be sent to my house as it was their responbility.The store said it was my responsibility to collect them despite me staring they were very heavy and I was unable to collect .The store wanted £60 for delivery and gave me thr number of head office to speak to , after trying to ring them all morning to a voice mail service I again contacted the store and they gave me their email address, I sent them an email with my concerns .I received a phone call stating the tiles had to be colleted by me or for me to pay the courier cost .I said it was appaling service and to sent me their terms and conditions where it states I have to arrange to pick up the replacement tiles. I am still awaiting a reply and further postponed the tile. Its not just the £60 fraudulent charge its a matter of principle.

We purchased a large quantity of tiles from Al-Murad, including two full pallets. During installation, we discovered that 6 packs of tiles located at the bottom of a pallet were broken. The damage was not visible at the time of delivery and only became apparent when the tiler started using the tiles.

As soon as we discovered the issue, we contacted the store, but our request for replacement was refused because 15 days had passed since delivery. We would have expected better after-sales support and customer service, especially given the size of our order.

Based on this experience, we have lost confidence in both their promotional offers and their after-sales service. Customer satisfaction does not appear to be a priority, and unfortunately we cannot recommend them. Very disappointing experience. ⭐☆☆☆☆

Extremely disappointed with my experience at Al-Murad. Several tiles in my order arrived broken, which should have been identified before dispatch. What made the situation even more frustrating was the poor customer service that followed. It was difficult to get a clear response, and there seemed to be very little urgency in resolving the issue.

Customers spend a significant amount of money and expect both quality products and reliable after-sales support. Unfortunately, Al-Murad failed on both counts in my case. I would not recommend this company based on my experience and hope they take steps to improve their quality control and customer service standards.

I just wanted to write a quick review & say a special thanks to Deb. We had an order go "missing" - completely our fault as a Contractor hadn't collected the tiles. Deb quickly & efficiently found out where our order was and arranged for it to be re-shipped to store for collection. She called me back when she promised she would & went above and beyond to help. Not only that, she was very friendly.
Companies need more staff like Deb!

I had some faulty tiles arrive and upon checking it was obvious they could not be used. This then meant the tiler could not complete the job. I contacted Debs in Morley head office who was amazing. She went above and beyond to help and get the new tiles to us ASAP. The communication and transparency of timing and knowledge has been impeccable. Thank you to Debs and the coventry Al - Murad team for support in collecting and delivering a whole new set of tiles.

Great service by Nick
10:10
Helpful
Efficient
Friendly
Knowledgeable
My son said he’s a nice guy
Thanks
Highly recommended
Do try take advantage of trade discount

Had a great service experience with Debs at the great morley head office for Al Murad. She listened intently to my issue where i needed a tile exchange. Came back with a quick solution and then provided an even better solution when the tile was in stock at my local store allowing me to exchange it. This was done at pace and meant my bathroom install could stay on track.

We visited the Al-Murad showroom purely by chance. The moment we stepped in the staff were so kind, respectful and helpful. I was with my elderly aunt and they were fantastic. We dealt with ‘Suven’ who was so lovely and his service was excellent. They have a good choice of tiles - we would highly recommend a visit to this showroom 👍

Jack was great
Helped me with everything I needed

Well recommended
5 star service

We bought porcelain tiles about 4 weeks ago, spent over £1000 for few rooms, the tiler has been working for the pass 3 weeks, unfortunately 2tiles were found to be broken (£10, a tile or more) went to return them but were told there are only 3days post delivery for return of broken tiles.
The company policy is wrong and has no logic, no one could check all the tiles within that given period especially when you have ordered so much. Very disappointed that the staff can’t replace stating company policy.
Wrong policy will not be recommending anyone in future.