Ordered just 1 box of tiles from this business because for some reason our tiler ended up wasting the tiles we’d previously ordered although we bought the amount the builders recommended. Order placed on Friday and paid £50 express for delivery on Tuesday. The tiles were cheaper than shipping. No tracking number given, no calls made. On Wednesday, I got a voice mail from FedEx saying they couldn’t deliver a package to me because of an “incorrect address”. I didn’t know then that these were the tiles because FedEx did not indicate the sender in their voice mail. I returned FedEx’s call and corrected my address on Wednesday and they said it would be delivered on Thursday. But also, feeling stupid, I checked my order confirmation from Porcelain Superstore to see if I did make a mistake… and I didn’t. I wrote the CORRECT address. I don’t know how this business managed to screw up the delivery address. Their logistics system is clearly so unsophisticated that they could make this mistake. I’ve seen smaller businesses do better than this. To make matters worse, FedEx is still not delivering my tiles, despite having corrected my address. Incompetent business + logistics failure = frustration and delays Advice to Porcelain Superstore: > Be honest. Don’t claim you don’t have a tracking number for my order. You clearly do because it was sent through FedEx > Empower your support team to find out the issue with the delay. I found out the cause of delay through FedEx, not you. > Will it hurt you to just send me another box of tiles a-sap? You can eventually recover that 1 box of tiles from FedEx with minimal impact to your business. What kind of cheapskates are you? Also, don’t let customers pay for the mistake you’ve made. Had I been the cause of the wrong address issue, I would have just ordered another box of tiles, and returned the spare one eventually. Their support team isn’t so bad because they do follow up. But the business just doesn’t put them to good use by empowering them to make a meaningful difference in the customer’s problem.

I was terrified after placing a large order with Porcelain Superstore and then reading all of the reviews on here, however it all turned out perfectly in the end. I was so panicked in fact I rang up to confirm my order was going to be delivered! I got through very quickly and spoke to someone very helpful who called the courier and then called me back to confirm the time. My order was delivered promptly in the morning on the day I booked the express delivery and all the tiles were in good condition. Just wanted to reassure anyone else that places an order that mine went seamlessly.

I ordered over £250 worth of tiles from Porcelain Superstore. At checkout I selected my delivery date, and paid the £25 delivery charge. I then heard nothing from them, until I phoned 2 days after my delivery date only to be told the order had gone through but had been missed by the warehouse. To rectify this they said they would refund shipping costs and express them to me on a next day service. A few hours later I then received an automated email informing me that the tiles I had ordered were in fact now entirely out of stock and wouldn't be available for 2 months. I cancelled my full order and requested an immediate refund. Would not use this company again especially with something as time sensitive as tiles for a bathroom build. Order no. 438515

I didn’t order my tiles from here as I found a local tiler - however before finding him - I asked Porcelain Superstore for lots of samples which they sent for free. They were well packaged and delivered quickly. I can’t fault the initial service I received.

Ordered tiles came on time. Exactly what you hope and expect. My order came up short so had to order a few extra boxes did an express delivery and they came within a few days before tiler moved to another job. No delays 👍.

I was having a loft-conversion done, where fitting was included, but I was responsible for getting all the hardware. Ordered my tiles in plenty of time from Topps, who then mailed me a fair bit later to say they couldn't fulfill my order. *Incandescent rage/panic* I ended up using Porcelain Superstore as they were the only company I could find in the UK that had the tiles I wanted and had them in stock. I was very happy to then find they were half the price Topps were selling them for. However after ordering, I realized their free delivery wouldn't get them to me in time (my fault for not reading), so I called them in a mild state of panic. A lovely person answered immediately, told me they could expedite for a small fair fee and kept me on hold whilst they went down to the warehouse to ensure my order could be expedited. Tiles arrived on time and I'm an exceptionally happy customer. #edit After my great experience last time, used them again. Then saw some of the negative reviews here and had a small panic. Their courier actually called up to say they were in the area and ask if they could deliver a day earlier (why yes, yes you can). Again, I've got nothing but praise .

So far… not so good… The tiles I’ve ordered look amazing from the sample I received in quick time. However I ordered them in November and there is still no sign of them. I’ve contacted customer services twice snd just get a standard answer of ‘they are not in stock but we will let you know when they are’ with no hint of when that might be. Are we talking another week? Month? Year? I’m really unhappy with the poor information and reading other reviews here makes me feel very uneasy.

I feel compelled to add to the slew of terrible reviews here because I can honestly say I don't think I've ever had such a bad delivery experience from a company in my life. And it's not over yet! I'm dumbfounded that this can even happen. Tiles were due on 2nd December, at 5pm I got a call to say that the courier was behind and was not delivering today. Not ideal but I understand these things happen and I asked if I could get a specific time for the next day (3rd December). Nobody called me back to let me know what was happening. I rearranged my day so I could be home for the delivery anyway. I emailed for an update and was told that the tiles have been delivered. Ummmm no they haven't. Apparently the courier says they have been delivered but I've been in all day, nobody rang the bell and more importantly there are no tiles outside my house. That was at 12, nearly 5 hours later I am still none the wiser where these tiles are and if I will actually ever receive them. I've called customer services multiple times but they have told me the courier can't reach the delivery driver so there is nothing they can do. They shut at 5pm so it's down to me to try and locate these with the delivery man. I need these tiles for Monday and have no idea where they are. It all seems so odd and confusing. This has been incredibly stressful and if I had read the reviews on here first I would never have bought from here. I just want some urgency and some answers but all I'm hearing is "sorry there's nothing more we can do". So now my tiles costing nearly £1000 are sat somewhere and no one can help me. Save yourself the headache and order from somewhere else. Update: I eventually found the tiles, dumped at the end of my road outside somebody else's house. They'd been sat there for a couple of days, unsigned for and unchecked. I had to drive down, pick them up and unload them at my house. I did this with no help whatsoever from Porcelain Superstore who remarkably by Monday afternoon still couldn't tell me what had happened or where they were. They clocked off at 5pm on Friday and left me to worry about it over the weekend. Thankfully I have them now but with no help whatsoever. If I could have been told where they were sooner we would have avoided this. Porcelain Superstore need to urgently change their delivery service and upgrade their customer service dramatically. Avoid!

Ordered tiles on the 28th paid for express delivery as needed urgently, tiles were due on the 2nd December got to 4.30pm and I called Porcelain Superstore to chase, they stated they would call the courier and get back to me, no one bothered calling back. Toilet had been disconnected on the 2nd ready for the tiler to fit behind the pipes, elderly 80 year old mother was prepared to have to use a bucket over night as she is unable to manage stairs to use upstairs bathroom. Continually chased today, told would be called back but nothing, called again and spoke to Liz who was to be fair very helpful, as opposed to the others I had spoken to. I called the courier direct and was told that the tiles were not due to be delivered until Monday, they only received the instructions on the 1st December and Porcelain Superstore had requested ECONOMY delivery as opposed to the EXPRESS I had requested and paid for. Liz then kindly called me back and said there had been a delay and confirmed what I already knew from the courier that . they would arrive Monday, explained I had already spoken to the courier and the reason they were coming Monday was because Porcelain Superstore had requested economy despite taking my money for express delivery. Nice little scam going there, and likely the reason for the massive amount of poor reviews due to late delivery. 80 year old Mum now having to manage doing her business on the bucket for the foreseeable. Currently trying to find a van so I can get to the local haulier where the tiles are currently sitting, to pick them up tomorrow morning myself. I've ordered further tiles since this lot that are supposed to be delivered on Monday as well, pretty sure that's not going to happen either. No honesty or transparency.

As with lots of these other reviews, it has to be said that whoever this company uses to deliver your goods, seriously lets the side down. Whilst the range and prices are ok, don't be fooled into thinking that when you order, and choose a delivery date, that you will actually see your purchases when expected. Had I not needed additional tiles I would not have used this company again as turning up 24 hours later than advised without an apology or explanation is just ridiculous. And you're supposed to be grateful. When I paid for second lot of tiles I hadn't a choice as the next delivery date was a week after my order was placed. However that does not appear to he adequate time for a firm specialising in logistics to organise getting two tiny boxes of tiles to you on the day agreed. And for 25 quid!! It's got absolutely nothing to do with Covid, it's just the usual lame excuse for poor management. I am still waiting for my tiles, no one answers your calls or lets you know why you've wasted another day off work . If this company valued it's customers it would change courier as clearly they are inexplicably late with every delivery!!