Fayrouz Tile & Stone Avis 1 357

Réponse de Fayrouz Tile & Stone

10 juil. 2025

Hi Khalid,

Thank you for the great review! We’re so pleased the tiles were just as described and that you’re happy with them.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

9 juil. 2025

Hi JP,

Thank you for the fantastic review! We're so pleased to hear you love the tiles and that our team could go the extra mile for you. We truly appreciate the recommendation!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

7 juil. 2025

Hi Maxine,

Thank you so much for your lovely feedback! We’re delighted to hear you love the design and that the tiles look great in your space. Enjoy your project!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

4 juil. 2025

Hi Ian,

Thank you for your great feedback! We’re so pleased to hear the ordering process was smooth and that your tiles arrived quickly and safely. It's brilliant to know you felt they were good value too.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

26 juin 2025

Hi Vanessa,

Thank you so much for your lovely review! We’re really pleased to hear you’re happy with the quality of the tiles and that everything arrived safely and quickly.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

16 juin 2025

Hi Rebecca,

Thank you for your feedback. We’re glad to hear you liked the tiles, but we’re sorry to read your comments regarding our returns policy.

I’ve looked into our system and can’t find an order under your name, so we’re unable to check the specific details of your case. If you’d like us to take a closer look or need further assistance, please feel free to reach out via the contact page on our website or email reviews@yourtiles.com with your order number and we’ll do our best to help.

Just to clarify, our returns policy is in line with the UK Consumer Contracts Regulations and is standard across many online retailers. We offer a 28-day returns window from the date of delivery, not purchase, and we do everything we can to support customers if they find themselves just outside of that window — provided the tiles are from the same batch as we are currently on and are still in a resellable condition.

The £20 restocking fee is outlined in our returns policy, but we only apply this in cases where returned tiles arrive without original packaging or in a condition that requires manual sorting or repackaging. In most cases, we avoid applying this fee if returns are well packed and easy to process.

We always recommend that if a project is running behind or if a customer anticipates a delay with installation, they get in touch with us — we’re more than happy to make a note on the order and be flexible where possible.

If you have any questions or are still hoping to return tiles, please get in touch and we’ll do everything we can to assist.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

10 juin 2025

Hi Chris,

Thank you so much for your kind review! We’re really pleased to hear everything went smoothly in the end and that our customer service team could put your mind at ease. It's great to know the delivery arrived as expected and that you're happy with both the tiles and the service.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

9 juin 2025

Hi Claire,

Thank you so much for your lovely review! We’re so pleased to hear you were impressed with the service and happy with the quality of the tiles. Your recommendation means a lot to us!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

6 juin 2025

Hi John,

Thank you so much for your fantastic review! We’re so pleased to hear you’re happy with both the service and the quality of the tiles. Your recommendation means a lot to us, and we’re thrilled to have been part of your project!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

6 juin 2025

Hi Richard,

Thank you for your feedback. We’re sorry to hear that your experience didn’t meet expectations.

The tiles you ordered are designed to replicate the natural variation found in real marble, which means the pattern can differ slightly between tiles and across batches. In this case, the sample you received was from a different batch to your full order, which is why the pattern wasn’t identical. However, the correct tile was supplied.

That said, we understand this caused inconvenience, and we’ve arranged a full refund as requested. While we aim to provide consistent communication, we’re sorry this took longer than it should have and appreciate you bringing it to our attention.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

4 juin 2025

Hi Kalpesh,

Thank you for your feedback. We’re sorry to hear you had trouble reaching us and have requested more information so we can investigate further. We've checked all our messages, email accounts, and web chat history but unfortunately can't find any record of a message or missed contact under your name.

Our phone lines are open Monday to Friday, 8am–7pm, and during those hours they wouldn’t play a “we are closed” message—so we’re concerned there may have been a misdial or confusion with a different business. If you’re able to share the number you called or the message you left, we’d be happy to look into this further.

We take customer service seriously and want to ensure all queries are responded to promptly, so we appreciate you bringing this to our attention.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

3 juin 2025

Hi,

Thank you for your feedback. We're pleased to hear you liked the tiles, but we're sorry to read your comments about the delivery experience.

As this review was left anonymously, we haven’t been able to locate your order or email in our system to assist you directly. If you'd like us to help resolve the issue, please get in touch via reviews@yourtiles.com and we’ll be happy to look into it further.

Regarding delivery, we offer three delivery options at checkout—Standard, Express, and Priority—each with varying dispatch speeds and associated costs. Whichever option is chosen, a delivery date is always provided at checkout, in the order confirmation email, and again when dispatch is confirmed. For Standard Delivery, customers are given the option to change this date if needed.

We also make it clear throughout the ordering process that deliveries are kerbside, meaning items will be left in a safe location near the property, not necessarily handed directly to the customer.

As for packaging, no tiles are sent out “unpackaged.” All tiles are shipped securely on pallets, in boxes, and the full pallet is wrapped for transit. If your order included less than a full box, those tiles would be individually wrapped and placed on the pallet alongside boxed items. Because we use specialist logistics companies with experience handling fragile goods, the use of excessive protective inner packaging is not typically required. That said, we are sorry to hear that some tiles arrived damaged.

Finally, we've searched across all of our inboxes and can’t find any email matching the details you've mentioned. Please do reach out to us directly so we can get this resolved for you.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

3 juin 2025

Hi Elizabeth,

Thank you so much for your kind and detailed review! We’re so glad everything came together smoothly in the end and that you’re happy with both the tiles and the service. The Fez Federal Blue tiles are a stunning choice—we’re thrilled to hear they’ve found a perfect spot in your kitchen. It was our pleasure to help, and we really appreciate your lovely feedback!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

2 juin 2025

Hi Nadia,

Thank you so much for your wonderful review! We’re thrilled to hear you’re happy with both the tiles and the service—it really means a lot to us. Wishing you all the best with your project!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

29 mai 2025

Hi Dede,

Thank you so much for your lovely review! We’re thrilled to hear you had such a great experience. We really appreciate your kind words!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

29 mai 2025

Hi,

Thank you so much for your fantastic review! We’re really pleased to hear your order arrived on time and that you were happy with everything. It’s also great to know our team was able to help with your order—your recommendation means a lot to us!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

27 mai 2025

Hi Lynne,

Thank you so much for your fantastic review! Your project sounds amazing—we’re so glad the tiles arrived safely, looked brilliant, and were just what you needed. It’s great to hear the flexibility in ordering helped too. We’d love to see the finished wall once it’s complete!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

27 mai 2025

Hi Lucy,

Thank you so much for your lovely review! We’re so glad to hear the tiles were exactly what you were expecting and arrived safely. It’s also great to know our customer service team could keep help you too!

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

27 mai 2025

Hi Rhi,

Thank you for your review. We’re pleased to hear you were happy with the tiles themselves, but we’d like to respond to the concerns you’ve raised regarding your delivery and return experience.

It’s worth noting that a second review has also been submitted under a different name at the same address, referring to the same order and return. While we understand the situation may have been frustrating, leaving multiple negative reviews for the same experience can give a misleading impression. For fairness and clarity, we’re treating this as one case.

As outlined in our previous response, your order was delivered on a kerbside service, which is clearly stated at checkout and in our terms. Kerbside delivery means the goods will be left in a safe location near the property, and unless a signature is required, it is not standard practice for drivers to ring the bell or knock. That said, we do request this where possible - but as some deliveries are handled by third-party couriers, it’s not something we can fully control. We are currently looking into why this didn’t happen in your case.

If any tiles had arrived damaged, our customer service team would have arranged replacements or a refund immediately. The nature of the delivery does not affect this process, as all issues are handled directly by our team - not the courier. Even if the driver had rung your bell and handed the delivery over, you would still have been advised to contact our customer service team, and the issue would have been resolved in exactly the same way.

Regarding the return, our team responded promptly and in line with our published returns policy. We provided a courier comparison link to help you choose a suitable service, as we are unable to recommend or arrange couriers on behalf of customers.

In response to your comment that our team were rude or unhelpful - we’ve reviewed the full email exchange. Our team remained professional, polite, and helpful throughout, providing clear and accurate information at each stage, even when the response may not have been what you were hoping for. If you believe a member of our team acted inappropriately, please share the specific details or evidence so we can investigate, as we take accusations of that nature seriously.

Many thanks,
Your Tiles

Réponse de Fayrouz Tile & Stone

27 mai 2025

Hi Rachel,

Thank you for your feedback. After reviewing this order, we’d like to provide some clarification for transparency.

It’s worth noting that while this review has been left under your name, the full order and return in question were placed under a different name at the same address. Your name appears only on a previous sample order. A very similar review has also been left under the name associated with the full order. While we understand you're frustrated, submitting multiple negative reviews for the same experience can be misleading. For fairness and clarity, we’re treating this as one case and responding accordingly.

Your order was delivered on a kerbside service, as stated at checkout and in our terms. We do request that drivers hand deliveries directly over to customers when possible, but some deliveries are fulfilled by third-party couriers and we don’t always have control over their individual processes. That said, we are looking into why the driver didn’t ring the bell in this instance.

Had we been informed about the missing tile at the time of delivery, we would have sent out a replacement straight away.

Regarding your return, our terms state that tiles should be returned in their original packaging where possible, and we advise not to write directly on the manufacturer’s boxes. We do not state anywhere you can't open the boxes, of course you would need to open the boxes to inspect the delivery. Our policy also clearly states that it’s the customer’s responsibility to ensure items are securely and appropriately packaged to avoid damage in transit. Most customers choose to protect the boxes with bubble wrap or protective outer packaging, with 'Fragile' clearly displayed on the outer packaging, which helps prevent breakage. Unfortunately, in your case, the returned tiles were not adequately packaged and arrived with significant damage, so we could only refund the tiles that were in resellable condition.

You asked us for advice on which courier to use and who we use ourselves. Our logistics partners unfortunately don’t offer services to the general public, so, to assist, we provided a link to a courier comparison site that many customers find useful. This includes options like ‘man with a van’ - where a courier collects directly from you and delivers straight to us - as well as pricing for the more common UK-wide parcel services. However, ultimately it is the customers decision to choose which courier to go with.

Unfortunately, the chosen parcel service didn't handle the parcel with care, the returned tiles weren’t packaged with sufficient protection, and many arrived damaged. The courier you selected does offer compensation for damage in transit, and we’re happy to provide any details you may need to support that process.

We always try to support our customers and act fairly, and in this case, we responded promptly to all communications and followed our terms throughout.

Many thanks,
Your Tiles