We can’t thank TBK Tiles enough especially Jinga for always being so helpful and patient throughout the whole process. She truly went above and beyond to help us choose the perfect tiles and create... See more
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This is our third bathroom from TBK. We have always found them excellent. They stock really interesting modern stylish products of great quality. But this review is not about them as such, it's about... See more
Company replied
I have been working with Jigan for a very long time and with Akmal and I just wanted to say that regardless of what everyone has said about Jigna, she is a blessing as well as Akmal for TBK. You just... See more
Company replied
We had the pleasure of having Abdullahi help us with selecting items for our bathroom project- after searching for a long time in various showrooms we came across TBK and we were so impressed with the... See more
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Company details
Contact info
Elite House, West Hendon Broadway, NW9 7BW, London, United Kingdom
- 0203 967 7511 0
- tbktiles.co.uk
3.9
Great
72 reviews
Replied to 50% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
While the product selection and price…
While the product selection and price is worth consideration, we've experienced very poor service: store closure (when the hours stated they would be open); rude and unhelpful staff on the phone/ customer service and in-store (having placed a 4 figure order). Disappointing that the staff detract to the extent we wouldn't recommend and wouldn't revisit...
7 April 2026
Unprompted review
Worst experience with any UK tiles store
I am extremely disappointed with TBK North London. Our experience has been a series of errors and poor customer service. First, they sent the wrong kitchen tiles. When we tried to correct it, the staff (Jigna Patel) was unresponsive. They eventually sent the correct tiles without any notice, but only after our builders had already started laying the others because they couldn't wait.
To make matters worse, we have been chasing a £100 refund for two extra packs of bathroom tiles for over a month. When I went in person on a Saturday, I was told that the only person authorized to process refunds doesn't work weekends. Despite multiple calls and emails, we still haven't received our money.
It is completely unprofessional to hold onto a customer's money for this long with zero communication. At this stage, we are being forced to consider legal action/a court notice to get our refund back. Avoid this store if you value your time and money.
14 February 2026
Unprompted review
Gary despite numerous emails and calls…
Gary despite numerous emails and calls you havent got back to us. The lack of customer care or after service is not something I'm going to suffer. We are appalled that you have hid from an issue, I spent a lot of money with you you got paid immediately and now I have an issue you hide from us. I am giving you 24 hours to respond before we decide the next course of action, your choice..!
17 March 2026
Unprompted review
The sales rep is awesome
The sales rep. Mr downstairs was a fantastic sales man. He is the best
10 January 2026
Unprompted review
We had a great experience at designing…
We had a great experience at designing and managing our bathroom with Jigna Patel at Tiles and Bath Direct. She is knowledgable, patient and very professional. She provided the best choices and helped us with designing our bathroom. We would highly recommend her. Thanks.
8 November 2025
Unprompted review
Experience with TBK Tiles
Jigna was very helpful and supportive in selecting right bathroom products and designing our bathrooms. She has explained in detail the features and benefits of the products and what designs will most suitable for our bathroom with cost effective solution. We are very happy with our bathrooms and had a great experience. Thank you Jigna. We are very happy.
13 August 2025
Unprompted review
We can’t thank TBK Tiles enough…
We can’t thank TBK Tiles enough especially Jinga for always being so helpful and patient throughout the whole process.
She truly went above and beyond to help us choose the perfect tiles and create an atmosphere we absolutely love and enjoy every day. Her attention to detail and genuine care made all the difference. Highly recommend TBK Tiles for anyone who values quality and great service
9 October 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Hila,
Thank you so much for your truly wonderful review. We’re delighted to hear how happy you are with your tiles and the atmosphere you’ve created — it means the world to us. It’s especially lovely to know that Jinga’s care, patience, and attention to detail made such a difference to your experience.
At TBK, we take every review to heart, and your kind words remind us why we love what we do. We’re so grateful for your trust and support, and we look forward to welcoming you back and providing the same, if not an even better, experience next time.
With warmest regards,
Akmal Bahador
Head Of Business Development
Reply from TBK Tiles Factory Outlet
Dear Ronke,
Thank you so much for your kind words! We’re thrilled to hear that Jigna provided you with excellent service. Your feedback means a lot to us, and we look forward to welcoming you back to TBK soon.
Akmal Bahador
Head Of Business Development
Experience at TBK
Went and saw Dee. Provided a quote and followed it through to delivery. Great experience and service! Thank you Dee!
7 November 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Poonam,
Thank you so much for your wonderful feedback! We’re delighted to hear that you had such a great experience with Dee and that everything went smoothly from quotation through to delivery. Providing exceptional service and attention to detail is what we pride ourselves on at TBK, and it’s always rewarding to know our clients notice the effort.
We truly appreciate you taking the time to share your experience and look forward to welcoming you back for your next project.
Warm regards,
Akmal Bahador
Head Of Business Development
Excellent service from Dee
Excellent service from Dee. Very experienced and would shop here again. Thanks for making my experience positive
10 November 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Chandra,
Thank you for your kind words! We’re so pleased to hear that Dee provided you with excellent service and made your experience such a positive one. We truly appreciate your support and look forward to welcoming you back to TBK soon.
Warm regards,
Akmal Bahador
Head Of Business Development
Dee is an excellent advisor
Dee is an excellent advisor, he’s knowledgeable and professional and made sure my order was followed through to delivery. Would highly recommend him and TBK
11 November 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Tania,
Thank you so much for taking the time to share your feedback. We truly appreciate your kind words and are delighted to hear about your positive experience with us. It was a pleasure assisting you, and we look forward to welcoming you back to TBK soon.
Warm regards,
Akmal Bahador
Head Of Business Development
I have been working with Jigan for a…
I have been working with Jigan for a very long time and with Akmal and I just wanted to say that regardless of what everyone has said about Jigna, she is a blessing as well as Akmal for TBK. You just need to come and see them both to experience the service and standards. Absolutely amazing.
23 October 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Manuela,
Your words truly moved us. Thank you for taking the time to share such a sincere and powerful message. Jigna and Akmal are indeed the heart of TBK, and your recognition of their dedication, warmth, and unwavering standards means the world to us — and to them.
It’s rare to find relationships built on trust and consistency over time, and we’re honoured to have shared that journey with you. Your loyalty and kindness are a reflection of everything we strive for. We’ll make sure Jigna sees your message — it will mean more than you know.
From all of us at TBK, thank you for being part of our story. We look forward to many more amazing moments together.
Warmest regards,
Akmal Bahador
Head Of Business Development
We were really looked after by Dee who…
We were really looked after by Dee who was so knowledgeable and really professional
18 October 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Thank you so much for your lovely review! We're delighted to hear that Dee looked after you so well — he's a true professional with a wealth of knowledge, and it’s fantastic to see that shine through in your experience. We’ll make sure he sees your kind words — they’ll mean a lot. Hope to welcome you back again soon!
Jigna was very helpful
Jigna was very helpful. She was very accommodating and helped me choose the tiles I wanted. She also provided me with a quotation and helped me arrange the delivery.
9 October 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Hi Marv,
Thank you so much for taking the time to share your kind words! We’re delighted to hear that Jigna was able to assist you and make your experience a pleasant one. It would be our absolute pleasure to welcome you back soon for more beautiful tiles and bathroom essentials.
Warm regards,
Akmal Bahador
Head Of Business Development
Great experience and excellent service
We had a great experience with Fiaque Ahmed. We had not intended on purchasing that many items from TBK, but Fiaque went above and beyond in terms of servicing us. He was professional, patient, knowledgeable and importantly, came up with solutions that met our requirements. Thank you Fiaque! Best wishes, Yin
24 July 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Hi Yin,
Wow — what an amazing review! Thank you for the 5⭐ rating and for sharing your experience. Knowing that our service made such an impression means everything to us, and it motivates us to raise the bar even higher.
We can’t wait to see you again at TBK!
Best regards,
Akmal Bahador
Head of Business Development
Waiting a month for a quote - they're just not interested
I went into the showroom on 22 Aug 2025, and drew up a design. Abdullahi said he would translate the design into a quote....and I am still waiting, nearly a month later, despite having rung and spoken to him multiple times. The last time I spoke to him was today, and he said he would send me the quote in 10 minutes....NADA. Usually sales people have commissions and targets, and fall over themselves to sign up customers. From my experience and other reviews, it seems this is not the case at TBK. If the sales people are not interested in selling bathrooms (let alone installing them), then it does raise questions as to what the whole showroom is doing there. Are there any genuine customers out there who have actually bought a bathroom and received good service? I am now officially giving up and going to find a different supplier.
22 August 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Nicole,
I want to start by offering my sincerest apologies for your experience. Waiting so long for a quote, especially after taking the time to design your bathroom with us, is completely unacceptable. You deserved much better, and I am truly sorry that we let you down.
Even though you have understandably chosen to buy elsewhere, I would still very much like the chance to make this right for you. I kindly invite you to reach out to me directly or come back into the showroom as my guest. I want to personally take care of you, go over your design again, and show you how we can provide the level of service and attention you should have received from the very beginning.
At TBK, we do not leave any stone unturned when it comes to customer care. When someone has a negative experience, our commitment is not only to fix it — but to turn it into something positive and memorable. That is how much we value every single customer who walks through our doors.
Nicole, I hope you will give us another opportunity to prove ourselves to you. And to anyone reading this, please know that we take feedback like this to heart and will do everything in our power to ensure such an experience does not happen again.
With deepest regret, but also with hope,
Akmal Bahador
Head Of Business Development
DO NOT GO TO JIGNA !!!
Our experience was met by the most delusional and rudest person we have ever come across Jigna Patel. She has a massive ego and thinks she knows it all. If you scroll to the bottom of the page and see the true reviews about her then you know what I mean.
This 5 star reviews about her are inaccurate. Either these people had a gun pointed to their heads to do a 5 star review for her because she is very unpleasant. Her customer service skills are zero and she also follows you around the showroom like a little puppy dog not letting you look around in peace. and when you ask her a question she starts shouting at you for no apparent reason, If you were looking to do your bathroom, TBK is a good place they have lots of choices and the showroom is amazing, but please go to another person that works there and not Jigna otherwise you will have regrets! We would have bought from TBK if we dealt with somebody else but the whole experience was ruined by Jigna, so we are buying elsewhere.
30 August 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Incog,
We are very sorry to hear about your experience and, in particular, the way you felt when dealing with Jigna. Please accept our deepest apologies — no customer should ever leave our showroom feeling frustrated, upset, or unheard.
While it is painful to read your words, your feedback is extremely important to us. We take concerns like this very seriously, and we want to assure you (and anyone reading this) that we are addressing this matter internally. Our team’s role is to provide guidance and support — never to overwhelm or cause discomfort.
It saddens us that this interaction led you to take your business elsewhere, especially as you appreciated our showroom and product range. We would very much like the chance to put this right for you. If you are open to it, I would personally invite you back to the showroom to meet with me so that we can give you the experience you truly deserve.
At TBK, we value every single customer, and we will do everything possible to ensure situations like this do not happen again. Thank you for bringing this to our attention — it gives us the opportunity to learn and improve.
Warmest regards,
Akmal Bahador
Head of Business Development
Couldn’t have been more happier with…
Couldn’t have been more happier with the service from Jigna & Fiaque at TBK.
First class service, I would highly recommend TBK to anyone looking to do a there bathroom or purchasing tiles
3 September 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Mishti,
Wow — what an amazing review! Thank you for the 5⭐ rating and for sharing your experience. Knowing that our service made such an impression means everything to us, and it motivates us to raise the bar even higher.
We can’t wait to see you again at TBK!
Best regards,
Akmal Bahador
Head of Business Development
Ive been using TBK for many years and i…
I've been using TBK for many years and i just wanted to say that its been an incredible honour working with Jigna. She is a true asset to TBK. I will be using this company for many more years to come and will recommend many friends and family to you. May I also give a shout out to Gabby who is so helpful and goes that extra mile to help out.
3 September 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Agnes,
Wow — thank you so much for your glowing 5⭐ review! We’re over the moon to hear about your experience with our team. Your kind words mean the world to us, and it’s feedback like this that drives us to keep delivering the very best service, every single time.
We truly appreciate you taking the time to share your experience, and we look forward to welcoming you back to TBK whenever you need us. Customers like you are the heart of what we do! 💫
With gratitude,
Akmal Bahador
Head of Business Development
Customer service 0/5
⭐☆☆☆☆
Earlier this year, our experience with TBK Tiles was extremely disappointing. At first, Gary was quick to take our money and process the order, but once payment was made, he simply stopped caring about customer service.
We had an issue with two of the tiles being rough, which Gary brushed off, saying “the tiles are just like that.” After visiting their showroom, I confirmed this wasn’t true—it was just the top two tiles in the crate that were defective, however he instructed not to open the rest of the crate to check, so this was only confirmed later. Trying to return them was an exhausting process. Gary ignored all of my texts and emails. To this date he hasnt replied to a single email, including an initial email simply asking for a digital version of my receipt. Initially, he insisted we return the entire heavy crate. When the driver came, the lift wasn’t even strong enough to move it. Only after calling customer service with the driver did I get told I could return just the top two tiles. Even then, it took far too long to receive the credit.
In the middle of this frustrating process, TBK had the audacity to ring me asking for a 5-star review, praising Gary’s “extensive experience.” Clearly they are desparate to improve upon their sub-standard reviews without addressing the service itself. When I asked them about my ongoing issue, they provided no solution at all. Gary’s so-called years of experience only translated into arrogance and dismissiveness.
We had five bathrooms to do in our house including fittings and thank goodness we only trialed TBK on one. Despite having a nice showroom, they are not worth the stress. You’re far better off going to one of the many other tile showrooms in the Park Royal / Acton area, where customer service actually exists.
20 March 2025
Unprompted review
Reply from TBK Tiles Factory Outlet
Dear Keval,
I want to start by personally apologising for the experience you had with us earlier this year. Reading your review was very difficult, and I am truly sorry that you were left feeling dismissed and let down. This is not the way we want any of our customers to feel, and I take full responsibility for the shortcomings in the way your situation was handled.
Please allow me the chance to put this right for you. I would very much appreciate it if you could either give me a call directly or come into the showroom at a time that suits you. I want to sit down with you, listen to your concerns in full, and do whatever it takes to make it up to you.
It is never acceptable for a customer to feel ignored, and I regret that this was your experience. Moving forward, I am committed to ensuring that not only your issue is resolved, but that we also learn from this so it never happens again.
I hope you will consider giving me the opportunity to turn this around. I will personally ensure that the solution we agree on leaves you feeling valued and respected as a customer.
Thank you for sharing your honest feedback — while it is painful to read, it is also a chance for us to improve.
Warmest regards,
Akmal Bahador
Head Of Business Development
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