I ordered two tiles to see if we liked them before ordering more this was over a month ago. I had a notification from DHL saying they couldn’t deliver when I had been in, contacted luxury tiles who said the tiles were broken so they were sending more (tricky to break mosaic tiles I’d say!) a week later I received two samples not the full tiles I had ordered. Contacted luxury tiles again was told they would replace and usually 1-2 days, nearly two weeks on from that still no tiles. The samples came from Germany so not UK so were unlikely to arrive in 1-2 days! Company ignoring emails and phone messages. I have now requested my money back due to appalling service and failure to deliver. I don’t like to leave bad reviews but the company has been given numerous opportunities to rectify this and have failed to do so.

I am having a similar experience to the last reviewer. I ordered tiles which the website claims are usually delivered next day. A week later they had not arrived and I had not had any of the usual updates from the couriers. I contacted the company and was told they had been sent the day before. Four or five days later, I enquired again by email and got an email reply saying they were awaiting stock from their supplier, to which I naturally replied that they previously told me they had been despatched, to which they then replied that they had indeed been dispatched as stated, and that the last message was a typo! Another week on, I still have no tiles, no contact from couriers, and can not contact anyone to get any information by phone. I suppose I will have to contact my credit card company to initiate a chargeback but this is totally unacceptable and disappointing customer service.

The delivery of tiles was delayed; what was meant to be 'express 1-2 days delivery' took 1 week. Initially, communication with Luxury Tiles was difficult, as calls went unanswered. However, once I reached Alex, he was helpful and responsive, and the tiles were ultimately delivered on the day he promised.

First class service from a brilliant company.
Tiles excellent, sadly courier damaged a few, but Chris promptly had theme replaced for me.
so nice to experience good customer service.
Thank you.

This is a second review. Not only didn't I receive the samples I ordered, but I've been charged 3 times the delivery for one order of 3 samples.. contacted luxury tiles to query and been told I will get a refund. This was a week ago. No refund received.

So disappointed - what is advertised and what has been received are completely different tiles. The tiles we wanted and ordered we have found out have been discontinued but still they are being advertised on this website. The tiles received are a different colour - cheaper tile than ordered and paid for. None responsive to emails and telephone calls. I will be contacting Trading Standards as they should not be in business.

I didn't even get to the sample stage... Having paid £4.45 for delivery, I received anything but the three samples have ordered. After many attempts to speak the the sales team, eventually I could explain what was wrong, being promised to receive the right samples the following day. This should have been confirmed by email. If luxury tiles isn't able to send the right samples or address the issue. I certainly won't buy anything from them... What a disgrace

I’m giving this company a 5* review, not because everything went swimmingly, but because they were very responsive and provided excellent customer service.

Ordered on the 6th December, order dispatched on the 12th. On the 17th I rang them as there had been no update. I spoke to a nice man named Chris who sent me the tracking number, and also rang me later to inform me of the expected delivery date as well.

The tiles arrived a day later. Unfortunately, a few were broken and so I re-contacted the company. And I received another box 2 days later!

The tiles themselves are wonderful quality, they are self-adhesive but made of marble and are very difficult to remove once stuck (seeing as I had to do so after a couple of mistakes!)

I would definitely order again, but expect to wait some time for your tiles. Mine were well worth the wait though!

Website advised 1-2 days delivery. Called company after 3 days as tiles had not been delivered, informed that they are out of stock and new batch being delivered to them the next Monday. Called again on the Monday to be advised that the delivery was 'delayed' and they had no idea when the tiles would arrive that week and couldn't give me an indication of delivery date. I had to cancel the order which has delayed fitting tiles to bathroom floor with builder. Website is not honest about delivery times and you have to do all the chasing so customer service poor.

Received my tiles and they look perfect in my hallway. Highly recommend this company

Found the right mosaics tiles I was looking for with luxury tiles. They were premium quality and got it delivered the very next day.

Best quality tiles for our new place in London.
Highly recommended tile company many thanks for your help

Very good customer service. ordered mosaics for my bathroom. arrived within 2 days. quality is amazing and the service was perfect. they were very helpful with meeting my budget needs and will definitely come back.

This company is now offering bribes in the form of a 10.00 credit to pay pal if I remove a negative review from 2022, shocking and desperate, please read the following:

I hope this Email finds you well.

I am writing about your Trustpilot review you left us about our company, Luxury Tiles U.K.

We sincerely apologise for your experience with our company. We are determined to address all our customers’ complaints and satisfy all their needs. Since the review was written a while ago, we would kindly ask you if it could be removed as a goodwill gesture, we would offer you £10 to your Paypal or as a BACS payment and would be happy to be of improved service the next time. I believe my colleague called you up a while ago about this.

I choose this company because they said they deliver in 1-2 days, and the prices were good. I made my order on the 14th Oct, I waited until the 21st but nothing arrived, despite receiving an email on the 16th to say they had been dispatched. I called on the 21st (from a phone not associated to the order) and was told that DHL had lost the order. They said they would resend the order and I should receive it on the 23rd, they would let me know when the order was picked up and that it would be tracked so that I knew when to expect it. It is now the 23rd and I have heard nothing further. I have tried to phone (10 or 12 times) and no answer. I think they check the phone number ringing them & don't answer if the phone number corresponds to an order that hasn't been delivered!
Note that this company has the same contact details as Tiles Decor !!
Addendum 26th Oct - Since posting this review I have had no problem when phoning them. After a further 3 calls my order is still in Germany and will probably arrive in 4 or 5 days, but no guarantees. I've cancelled the order with their agreement and should receive a full refund, plus an additional £10 if I remove the review from Trustpilot!!
If you do want to order from Luxury Tiles UK or from Tiles Decor then I suggest ringing them first to see if the items you want are in stock.

Zero stars!. Customer service is hopeless; don't do what they were supposed to do. 1 pack of tiles all smashed so asked for a full refund. This has been twice I've rung them to tell them to come and fetch them. Won't refund until had tiles back. Wanted to refund for 1 pack; what's the point in doing that if you've ordered right amount to do the job!! Will never use these again.

This company deserves zero stars - this is the worst experience I've had buying anything online - I cannot even begin to explain the amount of distress and upset buying from this company has caused myself and my husband. I don't even know where to begin with the saga but to summarise - delivery dates changed, tiles missing from my order, lies told about the whereabouts of my Tiles, broken tiles in my order, missing Tiles finally delivered from a completely different company which I could have bought directly from at £10 per square metre cheaper, said Tiles were a completely different batch number ( not noticed by my tiler and look awful on the wall ), company refusing to do anything about this, another set of tiles in the order were nothing like the photograph on the website. They were supposed to have a white background. I checked with the company by phone they assured me they were white ( they are a pale grey/yellow ), constant lies and fobbing off when we phone up to try and sort out the problems which they dragged out and then threw at us that we were out of our 28 day returns date !! The manager Alex is the worst he called my husband 'mate'. Very unprofessional.!! If you want to buy good quality Tiles which are represented correctly on the company website do not use this company !! Do your homework and research this company before you go any further with any purchase !

Just received our swimming pool mosaic tiles for our new spa project in London. We are very satisfied with the outcome and customer service of luxury tiles.

Really pleased with how the mosaic came out, had a really positive experience with the staff.

Just received our mosaic tile sample and they are stunning and very high quality!
Will order my mosaics and very excited to get this project going.
thanks