Very poor service, marked order as shipped and then did not respond to any chaser emails, calls or voicemail. Waiting to get refund. Don’t buy from this company it’s a scam!

This is my second time of ordering samples from this company the first time I waited a week for my samples but after an email I did receive my order so that’s why I ordered more samples thinking that I would receive them how very wrong was I.
I ordered samples on 28th March I waited a week no response I have telephoned serval times on one occasion I was told someone would call me back had no response I have emailed four times no response.
No customer service at all would not recommend this company

Ordered tiles to be delivered within 1-2 days and they hadn’t arrived after a week. Emailed and called with no response. Was told I’d get a call back but never did. I need the tiles replaced as I have a young son and the downstairs toilet is out of bounds. The job has now taken a lot longer than anticipated which is a real inconvenience. Feels like a very unprofessional company.

Very poor customer experience. No information on delivery. Very slow response on email without requested information. No one responds when called. No information on courier or delivery beyond 'shipped'. We are still waiting for our order. Disappointing. I don't think they are good value either.

Disappointing. Order placed for 1-2 days delivery service. Recieved delivery notification a week later for 7am to 9pm delivery! After chasing and emailing several times as builders were waiting for the tiles, I was told around 4pm 'The warehouse notified me that there was a breakage during delivery and the order must be resend. This should be delivered by latest Thursday'. Then I was told item is discontinued so the order was cancelled!

I have order Mono Hex and Gold Tiles for a very unique project and I can only recommend the outstanding quality of the products. The customer service was very helpful, in providing information on delivery and also available for me out of office hours.
Will be back soon!!!

Don’t go off the companies 1-2 day delivery! I’ve waited 1 week and still haven’t received some of my order.
The company answer emails 2-3 days after you send them - if at all, and the phone number has an answering machine which they don’t reply to so is a waste of time.
Nice tiles when they arrive, competitively priced.

I looked high and low for just the right black and white tiles for a bath renovation. Searched dozens of tile companies on the Internet. Fortunately when I landed on Luxury Tiles, I knew immediately I found what I was looking for. They offered a design that was perfect and was not offered anywhere else. Moreover, the tiles were made in Britain. Delivery was fast and they were responsive and helpful in calculating the amount needed. This is a great company with a fantastic selection of curated tiles.

I bought gold mosaic tiles for my bathroom and it looks really nice ! And delivery was very quick

Had a wonderful experience with Luxury Tiles. Thank you Adriana for helping me pick the perfect tiles!

I ordered a box of tiles on Monday because of the company’s fast delivery. I called on Tuesday to check when the item might be delivered as there is no tracking provided. They told me that once I got an email, the item would be with me the next day (if sent by 1pm) and that I’d get a text message with an hour delivery window.

so, Tuesday afternoon before 1pm I get the email and I tell my tiler the tiles will be delivered Wednesday (time TBC). Wednesday morning comes and no delivery text arrives. In the late afternoon I call LuxuryTiles, they tell me it’ll be Thursday delivery with an hour delivery window given. I tell the filer to go home and come back tomorrow (but I’m paying for his time).

It’s Thursday, there’s no delivery, no text message, no tracking info in my account. I have called LuxuryTiles 5 times, no answer. My tiler is here and I have no idea what to tell him.

Save yourself the time and stress and go to another company for your tiles.

Ordered a sample based on the photo on the website. Paid a lot to get it delivered only for it to not match the picture. Owner did not accept complaint as the description on the website is correct for the tile delivered - but the picture is for another tile. No end of back and forth asking for the tile in the picture but refuse to accept there is an error despite other retailers selling the same tile with the same description. I'll just buy them from there - shame - as have a big order.

Excellent customer service from Chris, ordered my floor and walls tiles for my bathroom highly recommend got them sent to Dubai and everything came perfectly fine

Just received my order stunning mosaics and floors tiles highly recommended quick delivery

DO NOT USE

I did try and avoid a poor review but the company missed by 5pm deadline. I sent this review to them this morning.

It appears that this company may not directly stock tiles. Instead, they seem to place orders with suppliers once they have your payment. An examination at Companies House might shed some light on their business model, but I cannot confirm this firsthand.

I relate strongly to the one-star reviews here. I paid £10 for postage of a sample, only to receive a dispatch email without any tracking details. At that price point, one would reasonably expect the delivery to be tracked.

Unfortunately, my efforts to communicate with them have been met with silence – no responses to emails and consistently unanswered phone calls. I've chosen not to further my purchase of tiles from them, but I am adamant about retrieving my £10 postage fee.

There's evidence of some customers having satisfactory dealings. Perhaps if you choose the right product at the right time, you might fare better. But based on my experience, there's a risk of being disregarded.

Update: they called when review was published. Said they would refund me double if I took down the review. Only refunded the £9,95. Why bother calling me? Review stays !!!

12/10/23. just had this!
Luxury Tiles U.K would love to understand your experience better, so they’ve asked for more details about your review—like an order number or email.

If we don’t hear from you within 3 days, your review may be taken offline.

Ridiculous. They know exactly why

SCAM SCAM SCAM!

This company advertises tiles that it does not have and cannot fulfil the order for.

Like my case, this means that they successfully take your money, knowing full well that they cannot complete the transaction.

My experience is still going on. I paid a premium with a 'luxury' retailer, only to find a shoddy and amateurish outfit behind the scenes.

I order over £500 of tiles, with a guaranteed 48 hour delivery.

After 4 days - and incurred the expense of a cancelled tiler whilst my pregnant wife is waiting for a bathroom to be ready to use - I emailed the company. Nothing.

2 days later I emailed again - absolutely nothing.

I called. Several times, several voicemails and never even a hint of a response. Meanwhile, the company was sitting there with my money and there wasn't even the hint of an acknowledgement or a refund.

Day 8 and we finally spoke to somebody (Clare). Clare took the order number and said that 'Chris' would check the order and call back. But of course this is Luxury Tiles, so... nobody called.

So on to Day 9. We had to place a call for a 'new order' to get through to somebody. 'Janet' was who we spoke to. You'll never guess what happened....

That's right - we were promised a call back and nothing happened.

We emailed and eventually called again and were again told the order was being checked.

Despite being promised a call back - we received an email confirming that the company never had the stock in anyway... Why did it take 10 days and hours of chasing to get to this...? Well that's because you're dealing with 'Luxury Tiles' of course.

I emailed back to ask if the company would change for an in-stock tile and at a price commensurate with the experience that we had endured. But of course... this is 'Luxury Tiles'... so they didn't respond.

That was Day 10, it's now Day 13. Yesterday I finally managed to contact Janet again to action a refund. An email came through immediately to confirm this but... of course, this is Luxury Tiles... so the money is still nowhere to be seen.

If my family were being held by terrorists and were demanding '1 tile' to let them go, you know who I would call...? Not Luxury Tiles, because they are a complete waste of space.

Ordered some samples, and at first my order was rejected and refunded due to not having some of the samples in stock. I called to enquire so I could replace an order for the ones they did have available, and find out when the others would come back in stock. It's a problem that they don't have the website stocks indicated correctly on the website (from others reviews seems it isn't a new problem).

Once I did receive the samples they had in stock, I was disappointed in the quality except for one, as well as, the fact that on the back were stickers for wallsandfloors.co.uk which I found to be strange. So I go to that website, and it appears that much of what Luxury Tiles UK is selling is the same just under a different name? Really confusing, and has made me hesitant to place an order.

Was reliable and tiles came on time,
Everything was correct amount

Amazing experience, ordered quite a few other places and they always messed up my order but luxury tiles always get it right, highly recommend

I had an amazing experience with this company due to the clear customer communication and quick service with supply.