Brilliant service and delivery. The tiles arrived on the day and time as specified in the comms sent by the company, and in perfect condition. I am very happy with their website, the variety of tile... Leggi di più
L'azienda ha risposto
Anche se non controlliamo le affermazioni specifiche, trattandosi di opinioni personali, etichettiamo le recensioni come “Verificate” quando riusciamo a confermare che c'è stata un'interazione commerciale effettiva. Leggi di più
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The tiles are incredibly beautiful, especially when you see them in real life, rather than online. The ordering process was very easy and efficient, keeping me informed at each stage of delivery.... Leggi di più
L'azienda ha risposto
Friendly helpful staff. Happy to let me browse, no ‘hard sales’ patter Knowledgable Made order over phone to collect - v efficient and quick
Everything was top notch, until I needed more Grout and 1 more tile, I rang the number for ever, then had to go to the shop only to be told there is no phone line, it is ridiculous that you have to go... Leggi di più
Dettagli dell'azienda
Scritti dall'azienda
Fayrouz Tile & Stone is a design-led tile brand shaped by the people who use our products every day. From the beginning, our customers have played a central role in how the business has grown. Feedback, real projects, and lived spaces continue to influence how we curate our collections, refine our service, and improve the overall experience — without changing the quality or reliability our customers expect. Customer service is a key part of who we are. Our team is known for being approachable, knowledgeable, and genuinely helpful, whether that’s supporting customers with product choices, technical questions, or order queries. We take pride in offering clear advice, honest guidance, and support at every stage of a project. The move to Fayrouz Tile & Stone reflects a more considered, design-focused approach, while remaining the same team, offering the same tiles and the same level of care.
Informazioni di contatto
London, Regno Unito
- 02078707632
- reviews@fayrouztileandstone.com
- yourtiles.com
4,7
Eccellente
1K recensioni
Ha risposto al 100% delle recensioni negative ricevute
Solitamente risponde entro 24 ore
Come questa azienda usa Trustpilot
Scopri come vengono raccolte, valutate e moderate le loro recensioni e valutazioni.
Beautiful tiles and great service
So on 23rd April I gave a poor review for lack of communication from the company. The company immediately responded and couldn’t have been more apologetic, helpful and understanding and so on 25th ApriI I reviewed my star score and stated that I would do a final review when I had the tiles and my project was completed.
That time is here.
The tiles arrived from back order into the UK in the timeframe I was given in May and I was notified of this as promised by the company. I ordered and the delivery person arrived on schedule and was so helpful as my husband’s mobility is limited, so he actually took the tiles up the drive and into the garage where they were neatly stacked for us.
We have had a delay with starting our bathroom project and it is only just completed. The tiled floor is absolutely beautiful and really sets off the bathroom. I am so pleased with it.
One small thing to note:
These tiles are made in Spain and are not smooth, so in my view need a little extra care when cleaning. Any scuff marks require a gentle action with a damp toothbrush to easily remove and all will be well.
17 luglio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Anne,
Thank you so much for updating your review — we really appreciate it, and we’re so pleased to hear everything went smoothly in the end. I’m glad the tiles arrived back into stock as expected and that your delivery driver was able to go the extra mile to help — we always try to assist wherever we can.
Yes, these tiles do have a matt finish with an anti-slip rating, so we’d always recommend avoiding abrasive cleaners. As you’ve discovered, a gentle clean with a damp cloth and a little washing-up liquid or specialist tile cleaner works perfectly.
We’re so happy to hear the bathroom is finished and that the tiles set it off beautifully!
Best wishes,
Your Tiles
Fabulous tiles
Fabulous tiles. Great quality. Will use this company again
4 luglio 2025
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Risposta di Fayrouz Tile & Stone
Hi Craig,
Thanks so much for the kind words! We're delighted you’re happy with the quality of the tiles. We look forward to helping with your next project!
Many thanks,
Your Tiles
Risposta di Fayrouz Tile & Stone
Hi Khalid,
Thank you for the great review! We’re so pleased the tiles were just as described and that you’re happy with them.
Many thanks,
Your Tiles
Amazing tiles
Amazing tiles. The company went above and beyond for us. Great and very friendly customer service. Would definitely recommend.
3 luglio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi JP,
Thank you for the fantastic review! We're so pleased to hear you love the tiles and that our team could go the extra mile for you. We truly appreciate the recommendation!
Many thanks,
Your Tiles
Lovely made tiles
Lovely made tiles. Love the design. They look great.
4 luglio 2025
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Risposta di Fayrouz Tile & Stone
Hi Maxine,
Thank you so much for your lovely feedback! We’re delighted to hear you love the design and that the tiles look great in your space. Enjoy your project!
Many thanks,
Your Tiles
Easy to order
Easy to order, fast delivery, well packaged, good price
27 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Ian,
Thank you for your great feedback! We’re so pleased to hear the ordering process was smooth and that your tiles arrived quickly and safely. It's brilliant to know you felt they were good value too.
Many thanks,
Your Tiles
Good quality tiles
Good quality tiles - well packaged and arrived quickly
24 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Vanessa,
Thank you so much for your lovely review! We’re really pleased to hear you’re happy with the quality of the tiles and that everything arrived safely and quickly.
Many thanks,
Your Tiles
Terrible returns policy!
Tiles are nice, but the returns policy is terrible! 14 days notification window from purchase (which anyone who is doing tiling knows is impossible to adhere to), you must arrange your own courier and a £20 restocking fee! For an online company, I think that’s awful. I will not be ordering from them again for that reason.
15 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Rebecca,
Thank you for your feedback. We’re glad to hear you liked the tiles, but we’re sorry to read your comments regarding our returns policy.
I’ve looked into our system and can’t find an order under your name, so we’re unable to check the specific details of your case. If you’d like us to take a closer look or need further assistance, please feel free to reach out via the contact page on our website or email reviews@yourtiles.com with your order number and we’ll do our best to help.
Just to clarify, our returns policy is in line with the UK Consumer Contracts Regulations and is standard across many online retailers. We offer a 28-day returns window from the date of delivery, not purchase, and we do everything we can to support customers if they find themselves just outside of that window — provided the tiles are from the same batch as we are currently on and are still in a resellable condition.
The £20 restocking fee is outlined in our returns policy, but we only apply this in cases where returned tiles arrive without original packaging or in a condition that requires manual sorting or repackaging. In most cases, we avoid applying this fee if returns are well packed and easy to process.
We always recommend that if a project is running behind or if a customer anticipates a delay with installation, they get in touch with us — we’re more than happy to make a note on the order and be flexible where possible.
If you have any questions or are still hoping to return tiles, please get in touch and we’ll do everything we can to assist.
Many thanks,
Your Tiles
Delivery service was fine…
I was a little concerned about the delivery of the tiles once the order had been made given some previous comments, however, through contact with customer services who were very helpful the delivery arrived as expected and the driver was very helpful. I’m very pleased with the tiles and the overall service. Thank you.
5 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Chris,
Thank you so much for your kind review! We’re really pleased to hear everything went smoothly in the end and that our customer service team could put your mind at ease. It's great to know the delivery arrived as expected and that you're happy with both the tiles and the service.
Many thanks,
Your Tiles
Super impressed
Very impressed with the service. Great quality tiles. Would highly recommend.
4 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Claire,
Thank you so much for your lovely review! We’re so pleased to hear you were impressed with the service and happy with the quality of the tiles. Your recommendation means a lot to us!
Many thanks,
Your Tiles
Excellent quality!
We’ve been delighted with the service we’ve received and the quality of the tiles. Would highly recommend!
3 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi John,
Thank you so much for your fantastic review! We’re so pleased to hear you’re happy with both the service and the quality of the tiles. Your recommendation means a lot to us, and we’re thrilled to have been part of your project!
Many thanks,
Your Tiles
Wrong tiles shipped - no resolution after 4 working days
Wrong tiles shipped and called immediately to explain. Initially told on the phone they are correct but photos show they clearly are not. Was asked if I took a sample. A sample is meant to be for deciding if you like them not if they are the same tile! Pattern and colours are completely different. Was told that someone would get back to me but after several calls and two emails there has been no response or resolution. I have had to delay my tile fitter and lost my slot for 2 months.
30 maggio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Richard,
Thank you for your feedback. We’re sorry to hear that your experience didn’t meet expectations.
The tiles you ordered are designed to replicate the natural variation found in real marble, which means the pattern can differ slightly between tiles and across batches. In this case, the sample you received was from a different batch to your full order, which is why the pattern wasn’t identical. However, the correct tile was supplied.
That said, we understand this caused inconvenience, and we’ve arranged a full refund as requested. While we aim to provide consistent communication, we’re sorry this took longer than it should have and appreciate you bringing it to our attention.
Many thanks,
Your Tiles
Lack of any communication
Left a message to discuss a product on website, no feedback or call back to discuss, it been 4 days. Then tried calling with customer services open from 08:00 onwards, called through to 10:00am and no pickup and then a message “ we are closed, but please call back”.
Given up using another company to supply tiles, if the first interaction is so bad, and reading the other reviews of how bad the post trade transaction, particularly the delivery of the tiles.
Needs improvement
2 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Kalpesh,
Thank you for your feedback. We’re sorry to hear you had trouble reaching us and have requested more information so we can investigate further. We've checked all our messages, email accounts, and web chat history but unfortunately can't find any record of a message or missed contact under your name.
Our phone lines are open Monday to Friday, 8am–7pm, and during those hours they wouldn’t play a “we are closed” message—so we’re concerned there may have been a misdial or confusion with a different business. If you’re able to share the number you called or the message you left, we’d be happy to look into this further.
We take customer service seriously and want to ensure all queries are responded to promptly, so we appreciate you bringing this to our attention.
Many thanks,
Your Tiles
Nice tiles, bad company
I like the tiles. I don’t like the company after my experience with delivery.
With the amount charged for delivery you would expect protective packaging, fast dispatch and a named delivery date. I got none of those things.
The delivery driver left my unpackaged tiles outside my front door then rang me to say so! They were left visible from the street and not placed in my parcel caddy.
I will be buying the rest of my bathroom tiles elsewhere. Due to the lack of packaging several tiles arrived damaged and I have not had any reply to my emails.
2 giugno 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi,
Thank you for your feedback. We're pleased to hear you liked the tiles, but we're sorry to read your comments about the delivery experience.
As this review was left anonymously, we haven’t been able to locate your order or email in our system to assist you directly. If you'd like us to help resolve the issue, please get in touch via reviews@yourtiles.com and we’ll be happy to look into it further.
Regarding delivery, we offer three delivery options at checkout—Standard, Express, and Priority—each with varying dispatch speeds and associated costs. Whichever option is chosen, a delivery date is always provided at checkout, in the order confirmation email, and again when dispatch is confirmed. For Standard Delivery, customers are given the option to change this date if needed.
We also make it clear throughout the ordering process that deliveries are kerbside, meaning items will be left in a safe location near the property, not necessarily handed directly to the customer.
As for packaging, no tiles are sent out “unpackaged.” All tiles are shipped securely on pallets, in boxes, and the full pallet is wrapped for transit. If your order included less than a full box, those tiles would be individually wrapped and placed on the pallet alongside boxed items. Because we use specialist logistics companies with experience handling fragile goods, the use of excessive protective inner packaging is not typically required. That said, we are sorry to hear that some tiles arrived damaged.
Finally, we've searched across all of our inboxes and can’t find any email matching the details you've mentioned. Please do reach out to us directly so we can get this resolved for you.
Many thanks,
Your Tiles
Excellent Service gorgeous tiles
The tiles were out of stock when I first needed them however I was notified when stock was available and I ordered straight away. I didn’t order enough and quickly ordered the extras but was charged delivery twice. Without even asking Your Tiles refunded one of the delivery charges. The tiles arrived on time and packaged perfectly so none were damaged. The Fez Federal Blue Moroccan tiles are now safely installed on my kitchen wall and look gorgeous.
23 maggio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Elizabeth,
Thank you so much for your kind and detailed review! We’re so glad everything came together smoothly in the end and that you’re happy with both the tiles and the service. The Fez Federal Blue tiles are a stunning choice—we’re thrilled to hear they’ve found a perfect spot in your kitchen. It was our pleasure to help, and we really appreciate your lovely feedback!
Many thanks,
Your Tiles
Great quality tiles
Great quality tiles, great customer service. Couldn’t be happier!
31 maggio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Nadia,
Thank you so much for your wonderful review! We’re thrilled to hear you’re happy with both the tiles and the service—it really means a lot to us. Wishing you all the best with your project!
Many thanks,
Your Tiles
Love this company...beautiful tiles…
Love this company...beautiful tiles ordered and delivered so quick
28 maggio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Dede,
Thank you so much for your lovely review! We’re thrilled to hear you had such a great experience. We really appreciate your kind words!
Many thanks,
Your Tiles
Victorian tiles
Great service order came on day when they said, good quality tiles and adhesive and accessories, very helpful at helping ordering tiles, would recommend anyone wanting to buy tiles.
16 maggio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi,
Thank you so much for your fantastic review! We’re really pleased to hear your order arrived on time and that you were happy with everything. It’s also great to know our team was able to help with your order—your recommendation means a lot to us!
Many thanks,
Your Tiles
The selection of tiles was great
The selection of tiles was great, we decided to create a tiled wall in our garden as a backdrop to a bar area. The tiles we bought were brilliant and all intact, delivery was on time and I found the tiles were reasonably priced. As we were 40 tiles short it was great to be able to order that number.
19 maggio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Lynne,
Thank you so much for your fantastic review! Your project sounds amazing—we’re so glad the tiles arrived safely, looked brilliant, and were just what you needed. It’s great to hear the flexibility in ordering helped too. We’d love to see the finished wall once it’s complete!
Many thanks,
Your Tiles
Good quality very pretty tiles
The tiles arrived within five working days and were exactly as advertised and well packaged with no damage. The tiles were out of stock when I initially enquired but the customer service was extremely helpful and they called me back when they said they would and kept me up to date.
24 marzo 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Lucy,
Thank you so much for your lovely review! We’re so glad to hear the tiles were exactly what you were expecting and arrived safely. It’s also great to know our customer service team could keep help you too!
Many thanks,
Your Tiles
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