Mandarin Stone | Tile Showroom in Cambridge

The staff here have a good understanding of the products, very friendly and helpful and I would be recommending them to friends and family in the future. The lady running the store has a flare for customer service and I would be happy doing more business together in the future.

This is the first 1 star review I leave - all my other reviews are 5 starts, but I am incredibly disappointed with the customer service from Mandarin Stone in Cambridge.We ordered our tiles a little over a year ago and had them fitted year-end 2021. When the tiles initially arrived, all were fine except the macru tumbled marble tiles, they are supposed to be 'worn' looking but these had completely rugged and/or missing edges and even the surface wasn't smooth as in the samples/store. Despite an incredibly tight timeline of 48 hours to raise any concerns upon delivery (given these were delivered to a building site, we did not have the chance to immediately inspect), we still managed to get them checked by builders and raised the concerns in this window. We were told the tiles are like this and it should be fine once fitted.We moved back into our flat in January 2022, and over time these tiles have cracked, and parts in the middle of the tiles have just chipped off - nothing has fallen on them, they're fitted on the floor in two bathrooms, one of which is not used much.I contacted Mandarin Stone a few weeks back to try and get some help to find what may have been the cause and how we could resolve. I was asked several questions about how the tiles were installed so I reached out to our builder and answered the questions. After all the questions, I was then told that they would need to reach my builder directly to ask the same questions (they advised that the cracks were because of movement on the sub floor and nothing to do with the tiles themselves). Since my builder did not come back to them, they didn't bother to keep me informed, and when I asked I was simply told he wasn't responding. How can helping me be dependent on my builder answering or not their questions?I was then told the same thing by the manager, Iain Kirkpatrick. Once again, there was not even an ounce of consideration that there could potentially have been an issue with that batch of tiles, simply that would be inconceivable and the issue is only to do with installation (despite all the answered installation questions were as they expected the installation of the tiles to be!).He then said that the only way to assist would be to get a tiling contractor to lift a tile and see how the flooring was installed - and instead of offering this assistance, he said 'but no point as the cracks are because of movement in the sub floor'!! So this person knows why the tiles are cracked despite never coming over to have a look or help us find a resolution. Above all, these claims stand, despite the fact other tiles - fitted by exactly the same method on exactly the same subfloor - are absolutely fine and not a single crack in sight.Incredibly disappointed.Once you buy, don't expect absolutely anything from this company. I would've wanted to but cannot recommend.

Positive,professional and proactive manager Jolene who works perfect.This lady correctly judges when to consult and when to make a decision.The staff are fully trained to discharge their duties.Best manager,a real Treasure for this company.A leader with a strong background of sales,capable of running a busy showroom facility.Jolene is able to successfully represent the company's core values of great customer service demonstrating great knowledge of product.Thank you,Jolene!

Very friendly and knowledgeable team who are always willing to put in the extra effort. I will definitely be recommending them in the future

Great Product absolute love it but unlikely to order from them again. They let themselves down with their delivery service, which taints the whole product.I wouldn’t touch their fabrication department which is appalling. Lack of communication and 10 weeks to cut a simple piece of worktop.

Excellent

We are only at the selecting and buying tiles" stage of our build

Each time we have ordered from Mandarin stone we have been disappointed. Average quality, dimensions a few mm out so tiles don't line up, plus the recent fusion tiles were all significantly warped. Just finished bathroom with tiles from Procelanosa, no warped tiles, top quality and comparable price.