Bert & May Reviews 1.154

Visiting the show room twice, emailed and called many times to discuss, then placing an order 6 weeks in advance for tiles with a 4 week lead should mean everything is fine.

I called the week before simply add an extra box of white (we had patterned and plain white) and was told ‘not a problem’.

That evening I received an email saying ‘sorry we don’t have your tiles’. I figured it must be the extra box.

No. They simply hadn’t ordered them. They knew we were tilling the following week… this was wed evening — we were to start Monday.

DO NOT EXPECT this company to deliver. Tiles were the worst part of our build mainly due to this company. They were sorry but it didn’t really help us in the middle of a renovation when deposits are paid and builders are working to a schedule. Really they should compensate you for the misery and pain of having to find a quick alternative that’s in stock. No. We did get a refund … but that’s not really the point. If we were going for in stock tiles we could have saved a lot of time, not bothering to design around their tiles — the basin and fixtures were all designed around these ‘designer’ tiles.

Pretty as their tiles are — don’t put your renovation in jeopardy — steer clear.

My tiles are wonderful. Every day they bring me joy when I look at them.
Only four stars as delivery cost so much.

We chose Bornos tiles from Bert & May for our new bathroom because they were marketed as handmade, reclaimed, and suitable for high-traffic areas such as bathrooms. We purchased them through a local supplier and ensured they were installed exactly according to Bert & May’s detailed instructions.

Despite this, the tiles have performed extremely poorly. From the first few uses of our brand-new bathroom, they began to crack and stain, and they now look consistently grubby and worn. This is despite being sealed, primed, and cleaned strictly with the products recommended by Bert & May.

Given the price point and the claims about durability and performance, this has been hugely disappointing.

When we contacted Bert & May, the initial response was to suggest the issue must be due to installation - which it was not. After we sent photographs, we were then told that this is simply how the tiles are supposed to look. We were offered no practical support, remedy, or goodwill gesture - just the message that this was the product we had purchased.

I waited 11 months before writing this review, hoping that resealing and thorough cleaning (again using recommended products) would improve matters. Unfortunately, they have not. The tiles remain cracked, stained, and unattractive.

I would not recommend these tiles for bathroom use, and based on our experience, I would also caution others about the level of aftercare and customer support if problems arise.

Did not have the best experience, unfortunately. The tiles are beautiful, but the customer service experience was very poor. I bought sample tiles to be delivered to Denmark, and it was not clear to me from their website that the did not have any EU stock. I completed my purchase in danish kroner and got a nice email from the shop in Clifton to follow up.
Then I got a message from UPS with an extra £30 charge (mainly admin fees) from customs as Bert & May had not declared the content. They had informed me it was DPD who were going to make a delivery and when I emailed Bert & May to ask about the process I got no response (for a week).
As soon as I picked up the delivery, which had three out of 7 tiles broken, I got an email from the shop, asking if I wanted advice on style.
I answered back sharing my experience and got no response, again. They pretty much ghosted me.
How can I choose a company that offers no support or accountability for their delivery process. I never needed any design advice, I work with this and knew what I wanted, I just needed to make sure that the tiles arrived on time and that I could have some sort of cost estimate, if I were to place an order.
Overall, I am disappointed, not only for the poor treatment but also that I can’t use their tiles in the project.

I have been ordering tiles from Ella who manages Bert and May’s Clifton showroom for several months and am hugely impressed and grateful for her fantastic service. Cheerful, polite, pro active and solutions orientated, Ella has helped me choose the best tiles for my bedroom, kitchen, balcony and fireplace. Ella models how to deliver top quality customer services, so coupled with their range of beautiful, diverse tiles, why wouldn’t you choose Bert and May?

Emma
London

Brilliant communication, very helpful and quick delivery, very well packaged.

Product was delivery within time and great quality really happy with the end result.

I've had such fantastic service with Bert & May. They're so helpful both on the chat and also via email/the phone. I've had a few queries relating to the installation of the tiles as well as aftercare and they've been totally brilliant. I would definitely use them again for future projects. Such nice people! Yes, actual humans!

A very unpleasant company which I will never use again. We chose Bert and May for our bathroom remodel, paying for their design service since we needed help with tile selection. While the service was somewhat good for visualisation, we didn’t find the staff very helpful. In contrast, the staff at Fired Earth, where we bought our wall tiles, offered far better personalised advice based on our preferences, which was free.
After we selected our tiles from Bert and May, they underestimated the quantity needed. Our tiler later found we were short by about 15 tiles. Bert and May suggested we buy a full box of 20 and then tried to charge a £30 postage fee plus VAT.
I raised the issue with customer services, as if the design team had correctly estimated the amount to begin with we would not be faced with the extra postage charge, but the representative was rude, refusing to take responsibility and blaming our measurements. Without any evidence Phillip asked me why I thought that Bert and May should be financially responsible for my mistake. I later discovered the design team had actually failed to account for the tiles needed around our freestanding bath, even though it was on the floor plan. This was their mistake, but they never admitted it.
The customer service was appalling—unprofessional and unapologetic. It wasn't until I threatened a bad review that they offered to refund the postage, by which point I was exhausted and upset by the fight I had faced.
The entire experience was frustrating and upsetting. While the tiles are fine, I would never use Bert and May again.

Everybody at Bert & May have been so helpful and lovely to work with. From helping me find the perfect tiles, checking stock and keeping me informed, they are the best to do business with! Looking forward to working on more projects with them in the future!

Incredible speedy service
Beautiful time

Bert and May supply a 1st class product and are always willing to go to the extreme to assist

Many Thanks Keith
KMB Stone Services

Happily helpful with every part of the process for selecting tiles.
Even if it meant adjusting order when it meant having to have a conversation in different department. Offering design support and sending images of ideas for space to my email . Generous with samples to help visualise. It’s a premium product but worth it with this service

Of the different providers of tile samples I've requested, this has been the best. Everything packed nicely, and the product was exactly as specified.

Quick service and quality tiles. Arrived well packaged so no damage.

Very helpful friendly service

Turned the tiles super matt finish.

Design consultant was great, had fab ideas and was quick with communication and sending out the samples!

Great customer service and comms. 👍😊

Exceptional customer service. Beautiful tiles.