What stands out in this organisation is their level of genuine care and support for your vision. Karmen in their North London branch couldn't have been more helpful! I highly recommend Karmen and Fayr... Toon meer
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I stupidly waited too long to order a tile edge during my bathroom Reno. So I called up & asked if there was any way I could rush the order. The woman on the phone immediately spoke to someone and mad... Toon meer
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Customer service was excellent when I called with a couple of queries. It is a relief to be able to speak to a real and very helpful person. Everything arrived in good time and the company made a spe... Toon meer
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Amazing one-stop shop with Sunday support! Just finished a DIY project using the Westminster Manor tiles from Fayrouz Tile & Stone, and I couldn't be happier. The tiles are beautiful and great qual... Toon meer
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4,7
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We felt gaslit by their customer services
We needed to top up our order to complete a tricky bathroom. The tiles arrived, seemingly all was well until the tiler pointed out that they were a different size to the previous lot. This was only evident after he'd put up 4 rows.
At this point Your Tiles really let us down. They tried to blame us for not realising that different batches come in different sizes. However the honing had also changed and a standard customer orders the same product and expects them to be the same. Surely? They gave us back 100 quid in the end but they lost a customer and got this review.
21 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Keir,
We were surprised to read your review — particularly the suggestion that you felt “gaslit” by our customer service — as we did everything possible to help resolve this situation in good faith. After speaking directly with your tiler, we agreed to issue a £100 goodwill refund so that you weren’t left out of pocket, even though we were under no obligation to do so. We also took the time to liaise with your tiler at your request to ensure everyone fully understood what had happened and to offer as much support as possible.
Your first order was placed in January, with the second order made nine months later in September. As explained via email and outlined in section 6 of our Terms and Conditions, it isn’t possible to guarantee that tiles ordered at different times will be from the same production batch.
We don’t expect every customer to be familiar with the technical details of tiling, which is why we aim to show as much helpful information as possible on each product page — including details that customers most often ask about. However, it’s simply not possible to include every potential question or scenario within the product description itself. For that reason, our Terms and Conditions provide further details, including information about batch variations, sizing tolerances, and ordering advice.
As with any manufactured product, there are always small differences between batches, particularly with handmade-effect tiles that are not rectified. Slight variations in tone, texture, and size are entirely normal and are reflected in both our product information and terms. In the nine months between your two orders, we moved onto a new batch, so it would have been physically impossible to supply tiles from the original production run.
We also offered to fully refund you if you wished to return the tiles, but we understand your tiler has since completed the job. While we appreciate this was a frustrating situation, we acted transparently and in good faith — refunding part of your order, communicating clearly with both you and your tiler, and providing full information about why the variation occurred. We genuinely feel we went above and beyond to resolve this fairly and professionally.
We’ve also seen that you’ve shared this same complaint across multiple review platforms, but our position remains the same — we did everything possible to assist and resolve the matter in a fair and honest way.
Many thanks,
Your Tiles
Thank you for being so responsive
Thank you for being so responsive
Via email and tel calls! Great service
Will definitely be using them again
6 oktober 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi,
Thanks so much for the kind words! We're really glad to hear you had a great experience with our team — it’s always a pleasure to help. We look forward to assisting with your next project!
Many thanks,
Your Tiles
The tiles look great! The delivery was on time
Tiles look very nice. The delivery driver Jed was great and helpful. Everything from purchasing to delivery was good.
1 oktober 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Sandra,
Thanks so much for your kind review! We're really pleased to hear you're happy with the tiles and that everything went smoothly — great to know the driver made a good impression too!
Many thanks,
Your Tiles
Antwoord van Fayrouz Tile & Stone
Hi Pamela,
Thank you for the lovely review! We’re so glad to hear you’re happy with your tiles — we hope they look fantastic in your space.
Many thanks,
Your Tiles
Antwoord van Fayrouz Tile & Stone
Hi,
Thanks for the lovely review! We’re so glad to hear you had a positive experience with our team — we’re always here to help.
Many thanks,
Your Tiles
Excellent customer service
Excellent customer service. My Westminster victorian tiles received on time and in great condition. All my neighbours come to have a look at my front porch.
10 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi,
Thanks for the wonderful review! We’re so glad your tiles arrived safely and on time. Your front porch must look fantastic!
Many thanks,
Your Tiles
Simple & Swift
Your Tiles provided a swift, efficient service. The website was easy to navigate and it was clear and obvious as to what I was ordering. The tiles arrived promptly and I am really happy with the design/quality.
16 juli 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Leo,
Thanks so much for your fantastic review! We're really pleased to hear you found the website easy to use and that everything arrived promptly. Great to know you're happy with the design and quality too!
Many thanks,
Your Tiles
Top company
i have purchased from yourtiles several times and find the company very good to do business with.
24 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Geoff,
Thanks so much for your kind words and continued support! We’re really pleased to hear you’ve had such positive experiences with us — it’s always a pleasure to help with your projects.
Many thanks,
Your Tiles
Beautiful tiles.
Beautiful tiles.
More importantly, i had s few broken so i emailed and before long, the lady sent out replacements immediately.
Rare to recieve this kind of after sales care these days.
Usually you have a fight on your hands but Your tiles were amazing.
I will be back for more tiles.
If you need tiles.....go with this great company !
10 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Angela,
Thank you so much for your amazing review! We’re really pleased to hear you love the tiles and that our team could get the replacements sorted quickly for you. It means a lot to know you felt well looked after — we’ll be here whenever you’re ready for your next project!
Many thanks,
Your Tiles
Good quality & value
Lovely tiles : very good communication & delivery
9 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Roy,
Thanks for the great review! We're so pleased to hear you're happy with the quality, value, and service — we hope the tiles look fantastic in your space.
Many thanks,
Your Tiles
Exceptional customer service
Not only do I love the tiles I ordered (Persia flower) but I also love the terrific customer service offered by Your Tiles. My order was late, so I was refunded the delivery charge immediately. The people I spoke to were super helpful. In an age where a lot of customer service is a bit of a shambles Your Tiles really stands out. Thank you! Highly recommended.
10 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Julia,
Thank you so much for the review! We’re delighted to hear how much you love your Persia Flower tiles — and it means a lot to know our customer service stood out to you. We always aim to make things right and keep the process as smooth as possible. Your recommendation is truly appreciated!
Many thanks,
Your Tiles
Great service
Yourtiles let me know when my desired tiles were back in stock, and the ordering process was very easy. Then when they arrived, we found that a number of them had broken in transit. However, yourtiles very quickly replaced the broken ones after seeing photos. Excellent service.
10 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Adam,
Thank you for the fantastic review! We’re really pleased we could let you know when your tiles were back in stock and that the ordering process was smooth. It’s great to hear the replacements were sorted quickly too.
Many thanks,
Your Tiles
Absolutely lovely tiles
Absolutely lovely tiles, came really quickly. Wrapped well so you can reuse the material. Would highly recommend!
1 september 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Nicola,
Thanks so much for your kind review! We’re delighted to hear you’re happy with the tiles and that they arrived quickly and safely. Great to know the packaging was useful too — we really appreciate the recommendation!
Many thanks,
Your Tiles
Swift delivery
Swift delivery, and replaced the tiles which arrived broken very quickly
29 augustus 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Laura,
Thanks so much for your lovely review! We’re really glad your tiles arrived quickly and that the replacements were sorted. We hope they look fantastic once in place.
Many thanks,
Your Tiles
Little care before and after - go someone else
We ordered for the first time as other companies were out of stock on this style of tile. We ordered the pallet delivery. And at this points things turned sour. The delivery chap was ok but a bit rough with the pallet. However who ever has packaged the tiles doesn’t care. They used a pallet which is too side between the gaps so any force used shakes the tiles and like ours being small as the delivery man moved the pallet tiles fell off from underneath and into the road. Thing get worse, because you are forced to order per tile. Some one very thoughtfully has just lobbed the loose tiles in a box and popped it on the pallet. Not secure or anything like that. You might have as well used an ice cream tub, at least it would have had a lid. Contacted customer service and zero movement on any compensation. Won’t be using again others be weary, no ability to do google reviews which is odd and a bit suspicious…
Updated : Thank you for looking into this. But unfortunately the “minor” issue as your portrait is not minor to us when we have paid £40 for YOU the company to package the tiles. I don’t think paying £40 and receiving a broken open card board box on top of the pallet is acceptable. Wonderful that you have sorted that out internally. Perhaps compensating the customer irrespective if the tiles are damaged or not! The time you have spent trying to justify this is wasted I am afraid. If I could upload a photo on here I would to show others.
1 star remains
19 augustus 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Merlinsbeard,
Thank you for providing additional details – I have edited our response as we've now been able to locate your order and review the transcript from the webchat you had with our customer service team.
Having gone through the chat, we feel it’s important to clarify a few things. Your first message was regarding not receiving an order confirmation, which our team member explained was due to the email address not being entered when the order was placed. A copy of the confirmation was then sent to you straight away.
You also raised concerns about potential damage during delivery. Our team clearly explained the process for reporting any issues and advised that replacement tiles would be sent immediately if any were damaged. At the time of writing, we haven’t received a completed damages form or any follow-up, so we assume there were no breakages. Of course, if you have since noticed any damage, please do let us know — we’ll be happy to help.
From the images shared in the chat, the majority of your order appears to have been well packed, with full boxes securely affixed to the pallet. The pallet used was a standard format for this type of delivery. We do, however, agree that one smaller box containing loose tiles was not packaged to our usual standard. This has already been acknowledged to you by our customer service representative and fed back to the warehouse team for review. That said, it looks from the images that no tiles were damaged as a result.
As for ordering by the tile rather than by the box — this is a service we offer so customers can buy exactly what they need without the cost of excess material. Most customers appreciate being able to buy the exact amount they need, especially for smaller projects. If you had preferred to order by the box, our team would have been happy to assist with that.
We’d also like to address your comment regarding Google reviews. Customers are free to leave feedback on any platform they choose, we do not block reviews on any platform, and we respond to reviews wherever they are posted. We have nothing to hide, and constructive feedback is always welcomed.
If you do discover any damaged tiles or need further assistance, please don’t hesitate to reach out. We're more than happy to help — but in this case, we believe the order was delivered correctly and in good condition, with one minor packaging issue that’s already been addressed internally.
Many thanks,
Your Tiles
Beautiful tiles
Beautiful tiles. Quick postage and well packaged to prevent any possible damage in transit.
15 augustus 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Samantha,
Thank you for the kind review! We’re so pleased to hear your tiles arrived quickly, safely, and well packaged — we hope they look fantastic in your space.
Many thanks,
Your Tiles
Delivery cost for a few tiles to expensive
I only ordered a few tiles and the delivery cost was phenomenal and way to expensive.
14 augustus 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Martin,
Thank you for sharing your feedback. Delivery for tiles can sometimes feel costly as they are both heavy and fragile, so we work with specialised couriers to make sure they’re transported in the safest way possible. The delivery fee can also vary depending on location. We truly appreciate your comments.
Many thanks,
Your Tiles
Very prompt delivery and the tiles are…
Very prompt delivery and the tiles are excellent quality/value for money!
19 augustus 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Karen,
Thanks so much for your lovely review! We’re delighted to hear your tiles arrived quickly and that you’re pleased with both the quality and value.
Many thanks,
Your Tiles
All round great service
Easy to order, delivery was prompt and the driver was very friendly and helpful bringing the tiles to my door.
1 augustus 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi,
Thanks so much for your kind review! We’re delighted to hear you found the process easy and the delivery smooth.
Many thanks,
Your Tiles
Beautiful tiles and delivered promptly
Beautiful tiles and delivered promptly. Very pleased
12 augustus 2025
Review zonder uitnodiging
Antwoord van Fayrouz Tile & Stone
Hi Kevin,
Thanks so much for your review! We’re really pleased to hear you’re happy with the tiles and that they arrived promptly — we hope they look fantastic in your space.
Many thanks,
Your Tiles
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