Porcelain Superstore Reviews 

Over the moon with my zellige effect wall tiles. The tiles are beautiful and although my order was quite small, the customer service team were very helpful and went out their way to help. I'm one of those who asks a lot of questions and Liz in particular was great. She even sent out another set of free samples for me, to help me choose.

This is the second time I have used Porcelain Superstore and I wouldn't hesitate to recommend them. I will be needing tiles for a small bathroom later in the year.

Don’t be fooled by the reviews on their website. They only choose to show the positive ones.

Customer service is non-existent and a shambles. Constantly having to chase up for replacements for faulty items but yet over a week later nothing.

Great selection of tiles and superb customer service from Sam when went above and beyond to get an additional supply to me quickly as I hadn’t ordered enough and my tiler was 90% through the job

Our experience with Porcelain Superstore was excellent. They were honest and clear through shopping, and Emily was quick and extremely helpful sorting a delivery issue we had when some tiles arrived broken. They've been replaced very quickly with very little fuss. Thanks again!

What a great company to deal with, our tiles had changed slightly in between batches (ordered months apart) and Emily couldn't have been more helpful, she searched the warehouse for ones like ours then offered a full refund!! I wish all companies were like this .
Thank you so much and will definitely use again in the future. Delivery was always on time, tiles were great value and customer service is top notch.

Absolute disaster. Zero customer service. In fact they are laying to you especially Sam the guy that seem to care about the negative reviews. He laid to me many times promising refund that never arrived. As soon as I accepted their massive delays and cancelled credit card charge back he stopped all the communication. Buy anywhere but from them.

Messaged to order tiles, could not call as no freephone. Person didnt seem interested in my concerns. Afterwards I went to purchase the tile and they had clearly been removed from sale after I had asked for details on ordering. Could have mentioned it in the 6 hours of useless WhatsApp messages that they were going off. Nope they saw me coming and took em off sale. Shady business like all internet slop. Buy and support local, these internet 4head companies dont deserve it

Placed order on 20 March. I was informed on 23 March that they had noticed a defect with the tiles and that there would be a 2-3 week delay with delivery. I said I could wait for this time but asked to be kept updated on delivery. No communication. I was chasing throughout April, the extended delay was causing problems for my project. Was told the tiles would be delivered on Thursday 7 May.

Chased n that date and was told they would be here Friday 8th. I was then told on Friday 8th that they had found damage to the tiles. There would be a 4-5 week lead time for more tiles to be delivered. I have cancelled the order and still await the refund - which they said can take up to 10 working days!!! Absolutely disgraceful service. It has really disrupted my project as I’ve had tradesmen on standby to lay them.

I do not recommend using this company, they are completely unreliable.

Edited to respond to Sam:

Sam, you were emailing me about this so you should be aware of it. Order reference is
1395745

Will never buy from this company again...customer service is shocking!! Ordered my tiles and selected delivery day then 2 days before delivery they say they have no stock. i was happy to wait a week for stock and requested a new delivery date, I was "pencilled in" for the Monday...I emailed over the weekend asking if I was ok for the monday delivery day I also emailed the monday morning, both emails were ignored and no tiles turned up so I phoned them, the woman on the phone could barley string a sentence together and sounded completely baffled as to why I was ringing, I was told they have the tiles now and to expect them the following Thursday, I emailed on the Wednesday to confirm delivery to be told the tiles are out of stock and will be in stock w/c 20th April, I pointed out that 20th April was 16 days ago and shockingly they didn't reply. A few hrs later a got a delivery notice that they would indeed be getting delivered on the Thursday, they did i fact eventually turn up on the Thursday.
I honestly think that if I didnt keep on at them they would never have sent my order, the communication from this company is the worst ive ever experienced, when ever they did reply it seemed cocky. Once they have your money they dont want to know

I’ve been there twice now and both times physically picked up my tiles..

One lad was exceptional in the warehouse helping me out. His name is Dewi Jones.

Today he went even further than the last time but pointing out I nearly bought the wrong tiles compare to last time.

That could have been a very costly mistake. Genuinely appreciate his help and time more importantly

Excellent customer service, tiles look amazing in my kitchen

My experience with Porcelain Superstore has been entirely positive.

I initially purchased some tiles, but after delivery I decided the colour wasn’t quite right. Since the returns address was close to where I live, I chose to return them in person and collect a new order instead, which I arranged over the phone and collected when dropping off the original batch.

The whole process was handled very efficiently and thoroughly. Everyone I dealt with, particularly Kyle in the warehouse and Emily over the phone and via email, was extremely helpful. Emails were answered promptly, and it was easy to get through to someone by phone when needed.

I would definitely order from them again.

Ordered a sample tile, 3 months later made a order, when it arrived the tiles were a different shade from the sample.

Customer services have said that it's due to to variation between the batches. They will not pay for the return because I should have re-ordered another sample to check for variation immediately before ordering.

Unreasonable. Also, makes no sense, still no guarantee the sample will come from the same batch as the order.

Emily, the customer service adviser signed off her last message with smug smiley face, as if to say "got ya!"

Update: 20th May

Have had a reply from Sam. He uses a lot of flowery language but has still not accepted responsibility for the mis-match between the product and sample. They have not responded to my follow up email.

To test their 'recent sample' rebuttal, I ordered another sample of the tile which also did not match to the batch order they sent me. It was a good match to the sample they sent me 3 months ago. So who knows how old their box of samples is that they are still sending out.

I received my delivery 2 days late and when I unpacked the slabs 14 were damaged, immediately emailed them and received a reply 2 days later asking me to fill in the claims form, you can only send 1 picture which was impossible to get 14 damaged slabs on one picture, so I tried to send one picture but it wouldn't upload. I emailed them and explained the form wasn't working but there IT said it is, so I sent 14 pics by email but have been ignored since. Really really poor customer service. Update thanks for the reply, I didn't just send 1 picture I sent 14 pictures of each damaged slab, but you would only accept 1 picture on the insurance claim ( which would it upload) so you had the evidence of 14 damaged slabs on 14 individual photos but wouldn't accept them as evidence.

I had a great experience with this company. I originally ordered 5 boxes but realised it wouldn't be enough so ordered 2 more . After a mix up with delivery they were very pleasant and helpful and got it sorted straight away

Quick processing of order and fast delivery. A handful of tiles were damaged in transit, but this was swiftly taken care of by Emily, without holding up the job. Great customer service and support- thanks x

More stars needed.

My order arrived on my chosen day, communication about timings and tracking were first class.
Unfortunately 4 tiles were damaged, this was due to the courier, not the packaging.
I emailed along with photos late last night and received a reply first thing this morning from Emily offering either a refund or a replacement.
Porcelain Superstore have exceeded my expectations with customer service and price.
The tiles I chose were cheaper at Porcelain Superstore than any other supplier online plus there was an Easter offer of 15% off.

Thank you very much Porcelain Superstore, fab tiles and customer service. As I said more than 5 stars is needed 🎉

Avoid at all cost. Not reliable, they only delivered part of the order and admitted they messed up the delivery. That's it, since then a week has passed and absolutely no contact. Don't buy from them, there are so many other companies that offer tiles and so much better service.

Glossy website, slick ordering system, lots of gratifying messages etc.
However when it comes to delivery it starts to go wrong.
The order was due on the Friday (disclaimers etc cover delays) no tracking, no notification of non delivery on Friday. (how do you plan for trades?)
The order arrives on Saturday with at least two boxes damaged (around 22 tiles broken) I contact customer service and get a fast reply asking for photos, I supply the photos of some broken tiles.
The tilers start the job rather than waiting for replacements by using parts of the broken tiles as cuts. At the end of the job I let Porcelain Superstore know that about 22 tiles were damaged and no need to send replacements.
Then the fun begins.
They ask for photos of every broken tile.
The broken ones have been used as cuts and have been installed.
I send some photos of remaining part tiles.

This is the email dialogue :
Hi xxx, in total there were 22 tiles broken or edge damaged. We have managed to finish the job with cuts to the broken tiles so do not need replacements Thanks

#####

Thanks for sending the images over, in order for accounts to process the refund they have advised they require more photos of the damaged tiles as this only shows less than 15 broken.

If you can get some more photos in i can organise a refund for you.

Thnaks,

########

Hi xxx, they were in the original photographs sent and some have been cut and used - the remnants are probably in the skip now.

########

In that case we will be able to proceed with a refund of 15 only if evidence can not be provided.

You will receive confirmation via email to confirm once this has been actioned. Please note that it can take up to 10 working days for the funds to appear back in your account.

If there’s anything else I can do in the meantime, please don’t hesitate to reach out.

#############

I find that quite surprising really xxxx, you put us through the inconvenience of having damaged goods - we compromise with the tiling to get the job finished and then you ignore our estimate of how many damaged tiles there was - leaves a sour taste really. Have you heard of customer service and future goodwill ?

########

Thank you for your message.

I do appreciate your frustration and understand this hasn’t been an ideal experience for you.

That said, you’ve openly admitted that the “damaged” tiles were still used for offcuts, which indicates they were usable and not all genuinely defective.

You’ve also been unable to evidence 22 damaged tiles, the images provided show fewer than 15, with some duplicate photos attached. Based on what can actually be verified, a refund has been issued for 15 tiles only.

This refund has now been processed and should be back in your account shortly.

#########

Dear xxxxxx, what a ridiculous response.

I quote "That said, you’ve openly admitted that the “damaged” tiles were still used for offcuts, which indicates they were usable and not all genuinely defective"

If I buy 6 boxes of tiles is it reasonable to expect that they arrive intact and usable?

The tilers were already sent away on Friday when the tiles did not arrive (yes I know you have disclaimers in your order acknowledgement) but trades have to be booked in advance.

The efforts to use the damaged tiles on Monday were to progress the job rather than wait for replacements - this was to do you a favour as well

Clearly you cannot see that firstly, a late delivery with no tracking was unhelpful, the inconvenience of having damaged packs could have delayed the trades in finishing the job. This along with the ridiculous response from your company just tells me not to use you again.

Yours sincerely

I hope you show this to your three founders - Your marketing efforts have been excellent - pity about the product and service

I ordered tile samples from Porcelain Superstore at the same time as placing orders with several other well-known tile suppliers. All of the other suppliers' samples were dispatched quickly; however, a week later, I had received nothing from Porcelain Superstore.

I contacted them and was told that the parcel had been lost by Evri and that a replacement would be sent. I asked for tracking details, but more time passed, and I never heard back or received my samples.

I then carried out further research on Porcelain Superstore and came across numerous negative reviews, so I’m glad I didn’t continue waiting. We have now ordered our bathroom floor tiles from another supplier.