Fayrouz Tile & Stone Opiniones 

Respuesta de Fayrouz Tile & Stone

15 oct 2025

Hi Sarah,

Thank you so much for your kind review. We’re really glad to hear you were happy with both the tiles and the service — and that the replacements arrived quickly so you could finish your project without delay. We really appreciate your recommendation!

Many thanks,
Your Tiles

Respuesta de Fayrouz Tile & Stone

13 oct 2025

Hi Emily,

Thanks so much for your kind review! We’re really glad to hear you love the tiles and that they arrived safely — even a day early! We appreciate your feedback on the packaging and will pass it along.

Many thanks,
Your Tiles

Respuesta de Fayrouz Tile & Stone

7 oct 2025

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

Respuesta de Fayrouz Tile & Stone

Actualizada el 7 oct 2025

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

Respuesta de Fayrouz Tile & Stone

6 oct 2025

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

Respuesta de Fayrouz Tile & Stone

6 oct 2025

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

Respuesta de Fayrouz Tile & Stone

2 oct 2025

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

Respuesta de Fayrouz Tile & Stone

29 sept 2025

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

Respuesta de Fayrouz Tile & Stone

29 sept 2025

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

Respuesta de Fayrouz Tile & Stone

25 sept 2025

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

Respuesta de Fayrouz Tile & Stone

18 sept 2025

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

Respuesta de Fayrouz Tile & Stone

17 sept 2025

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

Respuesta de Fayrouz Tile & Stone

17 sept 2025

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

Respuesta de Fayrouz Tile & Stone

15 sept 2025

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

Respuesta de Fayrouz Tile & Stone

4 sept 2025

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

Respuesta de Fayrouz Tile & Stone

1 sept 2025

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

Respuesta de Fayrouz Tile & Stone

Actualizada el 22 ago 2025

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

Respuesta de Fayrouz Tile & Stone

21 ago 2025

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

Respuesta de Fayrouz Tile & Stone

20 ago 2025

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

Respuesta de Fayrouz Tile & Stone

20 ago 2025

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