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
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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
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My tiles did not arrive
My tiles did not arrive. Your courier claimed to have delivered them on Thursday February 20th but this was not so. I then was told that they had been delivered on Friday February 21st but no tiles were received.
I had asked for a phone call to let me know when delivery was to happen but Received no phone calls at all. When questioned I was sent a photo of someones garden(definitely not ours) where the package was supposed to have been left. It was impossible to deliver to a garden as we live right on the street and there is no access to our garden at all. It had all the hallmarks of a complete scam. You didn't supply a name of your courier even when asked. You did not provide tracking either so the parcel whereabouts could not be traced. I asked that my tile order be delivered or a full refund of my money paid to you . So far I have been told a refund has been made but nothing has been received. I am horrified at such negligent service and if I do not receive a total refund to my original bank I will consider this matter extremely serious and take it further until this matter has been resolved. Very upsetting circumstances all round.
26 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Robin,
We want to clarify what happened with your order. The tiles were delivered on Thursday, but unfortunately, the courier made a mistake and delivered them to the wrong address. When you got in touch, we provided a delivery proof photo, which confirmed this error. We investigated and found that when your address is entered into a navigation system, it incorrectly directs to a different property, which is how the mistake occurred. As soon as we were made aware, we worked quickly to resolve the issue, offering a refund and apologising for any inconvenience caused.
We do ask drivers to call ahead when possible, but as they are often alone in the vehicle, they can only do so when it’s safe. In rural areas, signal issues can also prevent this. Regarding tracking, because we use specialist couriers for heavy, fragile items, the level of tracking isn’t the same as we have all come to expect with local parcel services, but our customer service team always does their best to assist.
We processed your refund as soon as possible, and as we explained, business transactions can take up to 72 hours to appear in your account. You have since confirmed that the refund has been received.
What’s particularly surprising is that after leaving this review, you contacted us to reorder the same tiles. Given the way our staff were spoken to throughout this process, we declined. We always strive to provide great service and assist customers as much as possible, but we also expect our team to be treated with respect.
Many thanks,
Your Tiles
fabulous Spanish tiles
fabulous Spanish tiles that I've found difficult to source, they look amazing, soo happy, delivered quickly and wrapped well
18 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Claire,
Thank you for your wonderful review! We're so glad you found the perfect tiles with us. It’s great to hear you’re happy with them and that everything arrived quickly and safely. Wishing you all the best with your project!
Many thanks,
Your Tiles
Delivery just dumped outside - didn't let me know
Tiles were delivered on the scheduled day but just abandoned outside the house leaning against the porch in full view of the road. DID NOT EVEN RING THE BELL.
There was one loose tile with no packaging for protection, stood on it's end with just one layer of clingfilm.
I phoned to complain but girl did not seem to think there was anything wrong with how it was delivered. I asked to speak to someone who might give a toss and she assured me that I would get a call back.
Unsurprisingly, no one called me back.
So if you are looking for a supplier with a decent delivery service and caring customer service .. look elsewhere.
I don't expect to pay £40 for delivery and just have it dumped outside where it could be stolen and without the opportunity to check for damage.
Since receiving a reply to the above review TWO MONTHS AGO, I still haven't been contacted by this company. So the customer service is just as efficient and caring as their delivery service.
The best way to further piss off a pissed off customer is to say you will be in touch to smooth things over and then not do it.
21 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Mr. Di Lisio,
We’re very sorry to hear about your delivery experience. This is not the level of service we expect from our couriers, and we will be looking into this with them to understand why the tiles were left in that way.
Regarding your call, your request was passed on to a manager on Friday, but unfortunately, they were unable to get back to you before the end of the day. They will be in touch with you this week to discuss the issue further.
We appreciate your patience and will do our best to resolve this for you.
Many thanks,
Your Tiles
Want something different! !!
Easy to pick and buy , a lovely selection to choose from if you are looking for something different and we have ,
Only needed 35 for doorway around bathroom and 16 for a splash back above cooker , where very well wrapped up in bubble wrap, all arrived safely, I just thought the price of £ 35 delivered was a lot for not a lot of tiles !
20 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Sandra,
Thank you for your review! We’re so pleased you found the perfect tiles for your space and that they arrived safely.
Regarding delivery costs, we completely understand that they can seem high for smaller orders. We use specialist couriers who handle heavy and fragile items to ensure everything arrives in perfect condition. We don’t add anything to these fees—they are passed on directly at cost from the courier.
We really appreciate your order and hope the tiles look fantastic in your home!
Many thanks,
Your Tiles
edging tiles
I ordered 12 edging tiles, they arrived in good time in a small box, exremely well packed, identical colour as shown and very prompt delivery. Perfect service. thank you.
8 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Angela,
Thank you for your lovely review! We’re so pleased to hear your tiles arrived quickly, safely, and exactly as expected. And it’s great to know you were happy with the service.
Many thanks,
Your Tiles
Very easy to order my tiles - delivered with care
Very easy to order my tiles which were delivered quickly and with care. Great that you can order per tile and not by box... means there's not a surplus pile of tiles. Also very easy to order a few extra if the order was shortfall in the original order.
3 gennaio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Judith,
Thank you for your lovely review! We’re so glad you found the ordering process easy and that your tiles arrived quickly and safely.
We are always working on ways to make our customers orders easier, so were glad that being able to order single tiles worked well for you. We hope they look great in your space!
Many thanks,
Your Tiles
Great value glossy green tiles
Great value glossy green tiles.
Packaged well
3 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Karen,
Thank you for your review! We’re so pleased to hear you’re happy with the value and quality of the tiles. Glad they arrived well packaged too!
Many thanks,
Your Tiles
Good quality tiles at a really…
Good quality tiles at a really reasonable price! Would highly recommend and use this company again.
1 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Gill,
Thank you for your kind review! We’re so pleased to hear you’re happy with the quality and value of our tiles. We really appreciate your recommendation and would love to help with any future projects!
Many thanks,
Your Tiles
As I said in my previous review-still…
As I said in my previous review-still no communication from this company! Terrible service.
8 febbraio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Farha,
As mentioned in our previous response, we sent you an email on February 2nd at 13:43 to the email address you provided, with full details on your return, including the return address and instructions. Please check your inbox, including your spam or junk folder.
If the email address you provided was incorrect or you can’t find our response, please email us at sales@yourtiles.com, and we’ll be happy to forward the original email again so you can arrange your return.
Many thanks,
Your Tiles
lovely tiles and prompt delivery
lovely tiles and prompt delivery, thanks!
16 gennaio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Jackie,
Thank you for your review! We're so pleased to hear you love the tiles and that delivery was quick. We hope they look fantastic in your space!
Many thanks,
Your Tiles
when searching for tin (metal) tiles…
when searching for tin (metal) tiles your site popped up and they looked exactly what we wanted, unfortunately when they arrived although lovely they are ceramic!! the description is highly misleading as it says "regency tin white embossed wall panel tiles" I appreciate that further on in the text it does mention ceramic but i do think you need to mention that in the main headline, even when you put tin tiles into google your tiles pop up with other real tin tile products
24 gennaio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Terry,
We regret to hear that our tin-effect tiles didn’t match your expectations. However, we want to clarify that tin-effect tiles, like the ones we sell, are an industry standard and designed to provide the aesthetic of traditional tin while offering the durability and practicality of ceramic or porcelain.
Authentic tin tiles are typically produced by specialist manufacturers and are mainly used for decorative ceilings and wall panels. They are not commonly stocked by standard tile retailers due to their impracticality in wet areas and on floors. Many mainstream tile retailers, including those appearing in searches for "tin tiles," offer tin-effect tiles made from materials like ceramic, porcelain, or stone because they are more durable, water-resistant, and easier to maintain.
We strongly disagree that our description is misleading. The product listing clearly states that these tiles are made from ceramic, ensuring full transparency for customers reading the details before purchasing. If you were specifically looking for specialist solid tin tiles, we wish you had reached out before ordering so we could have clarified this for you.
I understand that you have sent in a request for a return and our team are currently processing this. We wish you the best for your renovation and hope you find the tiles you are looking for.
Many thanks,
Your Tiles
I made a bit of a mix up and ordered…
I made a bit of a mix up and ordered the wrong tiles, but I got in touch with customer service, and they were brilliant at sort it out for me. The tiles I ended up with are spot on great quality and they look fab I will order in future again !!
23 gennaio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Amelia,
Thank you for your lovely review! Mistakes happen, and we’re so glad our customer service team could help you sort it out. It’s fantastic to hear you’re happy with the tiles—they sound like the perfect choice! We’d be delighted to help with any future projects.
Many thanks,
Your Tiles
Don’t order the squared oyster tiles!
I ordered these tiles twice from your tiles.
The first time they were perfect, the second time the colour and the texture totally different.
I reached out to your tiles, had to chase up my email then was asked to call them to elaborate. My email was well in depth with order number proof and photos to show the clear difference.
I have still not received a reply or any form of apology for totally ruining my kitchen.
Avoid this company.
17 gennaio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi,
Thank you for your feedback. We’re sorry to hear about your experience and have requested more details through Trustpilot so we can look into your order.
Tiles can sometimes vary in shade and texture between batches, which is why we always recommend ordering 10% extra to allow for cuts and wastage. Any unused tiles can be returned if they’re no longer needed. Please note, we can’t guarantee that tiles from different orders will come from the same batch, which is why ordering enough to complete your project in one go is so important.
If the tiles you received haven’t been installed, please get in touch with our team, and we’d be happy to organise a return or discuss a resolution.
Many thanks,
Your Tiles
Great tiles - poor communication.
Was given a delivery date but tiles didn't arrive. Had to call to be told the courier couldn't make the delivery due to the bad weather - which was understandable. However, I don't think I should have had to call to find out where my tiles were. Tiles are absolutely lovely.
6 gennaio 2025
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Natasha,
Thank you for your review! We sincerely apologise for the inconvenience caused by the delay in your delivery. Under normal circumstances, we would always inform customers if a delivery is delayed or needs to be rescheduled. Unfortunately, on your original delivery date, the snow prevented several team members from getting to the office, which meant we weren’t able to provide our usual level of communication.
Please rest assured this isn’t the standard of service we aim to provide, and we really appreciate your understanding. We’re so pleased to hear you love the tiles and hope they look fantastic in your space!
Many thanks,
Your Tiles
Customer service is amazing - beautiful range of tiles
Customer service is amazing - we needed just 5 more tiles and Mandie not only helped by sending us a photo of what was available of the low stock but got them sent out the same day. Wish all companies had a Mandie!
20 dicembre 2024
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi,
Thank you for your wonderful review! It’s great to hear that Mandie was able to help you out so quickly and efficiently—she really is fantastic! We’ll be sure to pass on your kind words to her. If you need anything else in the future, we’d be happy to help.
Many thanks,
Your Tiles
Risposta di Fayrouz Tile & Stone
Hi Sami,
Thank you for taking the time to leave us a review! We’re so glad to hear your order arrived on time. If you need any help with future projects, we’d be happy to assist.
Many thanks,
Your Tiles
New look hallway
Marvellous - delivered on time and the perfect choice as they look fabulous in our new hallway
Very pleased with them, thank you
24 dicembre 2024
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Suzanne,
Thank you for your lovely review! We’re so pleased to hear the tiles were the perfect choice and that they look fabulous in your new hallway. It’s great to know you’re happy with them—we hope you enjoy your beautiful new space!
Many thanks,
Your Tiles
Beware delivery charges!
Beautiful tiles and good communication but very high delivery charges for a relatively small order!
13 dicembre 2024
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Flossy,
Thank you for your review! We're so pleased to hear you love the tiles and were happy with the communication.
Regarding delivery charges, we completely understand they can seem high. Unfortunately, due to the weight and fragility of tiles, we use specialist couriers to ensure your order arrives safely and intact. We don’t add anything to these fees—they’re passed on at cost to keep them as low as possible for our customers.
We hope the tiles look fantastic in your space and would love to help with any future projects!
Many thanks,
Your Tiles
Beautiful designs and excellent customer service
Me and my partner loved the unique designs that were on offer at Yourtiles.com. we ordered samples which came well wrapped and within a few days of ordering them, we placed our order and the the tiles came on our chosen day and the tiles are really amazing. My wife is over the moon with them and we also have to say we had an issue where we under ordered and so called up customer services and spoke to Sam who amended our order and made sure the extra tiles were sent out with our original order and so saved us two delivery charges..Brilliant service and will definitely be using them again for our en-suite and kitchen.
23 dicembre 2024
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi James,
Thank you so much for your lovely review! We’re glad you and your partner loved the unique designs and that everything arrived smoothly. It’s great to hear Sam was able to help with your order—that’s exactly the level of service we aim for! We’d love to help with your en-suite and kitchen projects when the time comes 😊
Many thanks,
Your Tiles
High quality tiles
High quality tiles - packed extremely well ensuring no breakage - quick delivery, would buy from them again ! Plus my tiles look amazing 😻
19 dicembre 2024
Non scritta su invito
Risposta di Fayrouz Tile & Stone
Hi Paula,
Thank you so much for your kind review! We're really pleased to hear you're happy with the quality of the tiles and that they arrived safely—our team works hard to make sure everything is packed securely. It’s great to know they look amazing in your space, and we’d be happy to help with any future projects!
Many thanks,
Your Tiles
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