We wanted to get to buy some tiles from the Harrow on the Hill branch of Topps Tiles. I left work early as did my partner. We took a detour to get to this shop which said that it was open until 6pm tonight. We got there at 5.40pm. Lights on, doors locked. I phoned the number. It rang and rang and rang. I tried to phone customer service - but it closed at 5pm. Utterly disgusting - costs us a tenner to get to a store that is closed and has no way to contact them out of core business hours. Dreadful. Avoid. like. the. plague
I went into branch in St Leonards-on-Sea, East Sussex, and ordered and paid for tiles to value of £150. Staff picked boxes out and placed on trolley to be loaded into my car. It turned out the five boxes had two different 'Shade' numbers on them, which was only realised when my tiler was fitting them. 'Shade' number difference was not so much 'shade' as in size. The different 'shade' number was almost 2mm shorter which, although not much, is a lot if tiling a long run. My tiler got around it but it took him extra time (and me money) by removing some of the tiles he had tiled and doing some jiggling. When I wrote to HQ I was quoted 'Terms and Conditions' and that it was up to customer to make sure all goods were perfect, etc. I was offered 10% off next order, which is what they offer anyway if they can get your email address off you. A complete cheek.....
(I also bought a separate box of 150 x 150cm tiles to replace bottom three rows of my shower cubicle. These turned out to be 148 x 148cm so now my shower tiles are out of synch - but that is another story which they dismissed).
I also wrote to Chairman of company who operates out of his ivory tower in London but did not get the courtesy of a reply.
I am not sure I trust this site as they are keen to get companies to pay and will probably delete this.
We are very happy with our tiles and delivery time. We bought expensive "special order tiles" , however not pay a fortune because we were able to pay part of the amount with Tesco vouchers . The final price was fantastic
After a recent flood I had to replace some laminate flooring I had got from the Topps Tiles Abingdon store. I was told that the laminate I had was now discontinued but another store had some (in Wales I think) but it would take a week to get to Abingdon. I got a call 2 days later off the manger saying they had it and the manager even dropped it off to my house and took it up 2 flights of stairs for me as I am disabled. I have to say the staff there were polite, helpful and always had a smile when we came in. Really good to see good old fashioned service now days and I would 10 out of 10 to these chaps and will be tell anyone who needs tiles or laminate to guy to them!
Please avoid buying online from topps tiles. The order isn't actually processed online, but by the local store (in my case it was the Ruislip store). Having purchased online, the order showed as pending for several days (actually, 2 weeks after delivery it is still showing as pending), so I rang the fulfilling store to find out what was happening. They claimed the shipment had just arrived and they would call me to arrange delivery. The delivery arrived at the agreed time, but 4 tiles were defective.
I emailed the website and wanted replacements. I received no reply so emailed them again a couple of days later. Again I received no reply, so I had to ring the store. They agreed to order new tiles and send them. Instead of sending 4 new tiles, they sent a small sample. Now I rang the customer services website number to get some results. What a mistake that was. The online customer services are useless. They said I had to call the store and there was nothing they could do. I had to call the store again and demand they send me the product I had paid for. I did finally receive the replacement tiles.
So much bother for such a simple thing. Once they have your money, they just don't care. Do not buy online. Incidentally, I posted a bad review on their website and they removed it after a couple of days.
Actual service from their shops is great but online was awful. Bought and money was taken from my account but when the delivery timeframe had come and gone I called to chase up delivery and was told that the items were discontinued. I was shocked as I couldn't understand how they could sell items that didn't exist and take my money for it. They didn't even call or contact me to tell me they were discontinued, I only fund out when I chased the delivery. Took a month to get a refund for items that were never in stock. Stressful and awful time as builders got fed up of waiting for tiles too. Bought better quality tiles that were delivered promptly from their main competitor.
These guys are a joke. I successfully placed an order online and was given a delivery date. I was having my bathroom redecorated and had booked some guys to do the work around that date, so wanted to make sure everything happened in the correct order.
I'm not going to list every single exchange I had with this company but I will tell you that their customer service / web support team are worse than useless. The order never came in time for the job to start, I had to visit 3 stores to fulfill the order and purchase a SECOND set of tiles to enable to people I employed to do the job to keep things moving forward... instead of them sitting on their hands waiting for a delivery that turned up on day 4 of a 5 day job.
These jokers were unable to track a simple order within their systems and give me a direct answer as to where my tiles were in the delivery process. They lost my confidence and trust and I will never use them again. They also failed to accept responsibility when I wrote a letter of complaint. If ever anyone asks me for a recommendation for purchasing tiles, I'll be sure to make them aware of my story when it comes to the Jokers that are Topps Tiles.