Customer reviews of Comptoir du Cérame

Hello Madam, ,

We sincerely thank you for your feedback and your appreciation of the tiling. We are sorry to learn that the delivery did not meet your expectations and we take your comments very seriously.

I just checked and there is no indication of damaged goods during delivery on the delivery note.. and furthermore to say that the preparation is not careful, as a reminder your order is packed in polystyrene which protects, placed on a pallet and fully plasticized.

Satisfaction is essential for us but it is regrettable to learn through a comment that you had a problem.

Best regards,
The team at Comptoir du Cérame

Hello,

Your message is completely false, we did not make any threats, we called you time and time again because the delivery appointment was not made.. you delayed the delivery because you were not available and the carrier agreed to keep the goods in storage, but this has a cost as indicated in our general sales conditions..

We had to negotiate and take care of it ourselves, to avoid you paying these fees, and this is how we are thanked!

Regarding the thrown pallet, it is difficult to throw a 558kg pallet from a truck, and after verification, the delivery note was signed that everything was okay, without any notification of breakage problems or a careless delivery person.

Best regards

Hello Mr. Chevillotte,

Thank you for taking the time to share your experience. We are glad that you like our products, but we are sorry to hear about the inconveniences encountered with the transport.

However, to say that we do not feel concerned is completely false and unfair on your part. We have followed the delivery problem every day, waiting for answers and making follow-ups every day, contacting you by phone or email, so it is a bit disrespectful to say that we do not feel concerned! And if that had really been the case, why would you not have placed a second order despite the first issue?

Best regards,

The team at Comptoir du Cérame

Hello Brigitte,

Thank you for your feedback! We are delighted that you appreciated the speed of your transaction. Your satisfaction is our priority, and we strive every day to improve our services, but we do not understand 1 star..

Best regards,
The team at Comptoir du Cérame.

Hello Madam,

We are sorry to read such a message.

As a reminder, you unfortunately did not follow the procedure for receiving goods, as it was not verified upon delivery. You signed the delivery note without reporting any anomalies, and you contacted us almost a week later to inform us of broken tiles. We explained the procedure to you, and the last email is dated 26/08/2025 where I asked you what the damages are in order to find a solution despite everything. You did not respond to this message... so do not come and say later that customer service has been completely absent!

Have a good day.

Hello,
The package was lost by Mondial Relay, which can happen.
On our side, we have opened a claim and you have been refunded.
Best regards

Hello, Thank you for taking the time to share your opinion. We are glad that you find our navigation practical, but we would like to know how we could improve your experience. Please feel free to share your suggestions with us! Best regards. The team at comptoirducerame.com

Hello, What do you mean by missing order, as I see that you were delivered on 19/09 at 11:13? Is that not the case? We invite you to get back to us if that is not the case. Best regards, The team at comptoir du cérame

Hello, Thank you for taking the time to share your experience. We are glad that the quality of our products and the packaging met your expectations. We fully understand your frustrations regarding the delivery and we apologize for the inconveniences caused. Your feedback is valuable and we will take it into account to improve our services. Best regards. The team at comptoirducerame.com

Hello, We are sorry to read your review. To say that we did nothing to address the transporter's issues is quite mean. You could also mention, for total transparency, that indeed following problematic shipments, we systematically refunded you for the fees. We still wish you a great continuation.

Hello, We thank you for taking the time to share your experience. We are sincerely sorry to learn that your FREE sample arrived damaged and that you did not receive compensation for a free product. After checking, you exchanged on the subject with an operator via chat, asking how the cardboard orders were packaged to avoid breakage, to which she replied about the process and to check the order in the presence of the delivery person... at no point did you ask anything about the sample, such as sending a non-broken tile for example. Your satisfaction is important to us, and we appreciate your feedback which helps us improve. We strive to provide quality service and ensure that incidents like this are handled as best as possible. Best regards, The team at Comptoir du Cérame

Hello, We are sorry that you did not receive the correct sample... indeed sometimes (fortunately not often) we can make mistakes. I tried to contact you after reading your review to rectify this error, as at no time did you reach out to us to inform us. I also left you a message on your voicemail asking you to get back to me... but no response. I hope your customers have a bit more tolerance when you make mistakes, even if, like us, it doesn't happen often ;) I wish you a very nice day. Best regards, The team at comptoirducerame.com

Hello, We thank you for your feedback on your delivery experience and for your feedback regarding the packaging. We are glad that the delivery went well, but we have noted your disappointment regarding the breakage of your tiles. Please know that we take your comments very seriously. Your satisfaction is essential to us. Please contact customer service to see if we can find a solution. Best regards, The team at Comptoir du Cerame

Hello, Thank you for your detailed feedback. We completely understand that payment issues can be frustrating, and we apologize for the inconveniences encountered. However, we are pleased to learn that our customer service responded quickly to your concerns. Your satisfaction is our priority, and your comments help us improve. Best regards, The comptoirducerame.com team

Hello, Thank you for taking the time to share your experience. We are sorry to learn that the color of the tile did not meet your expectations and that our site may have lacked clarity. That is why we recommend always ordering samples to validate a choice before committing to a bulk purchase. It is also possible to call us or request information via online chat or even through the contact form to clarify certain points before a purchase. Best regards, The Comptoir du Cérame team

Hello and thank you for your review. We are delighted that you find our large tiles beautiful! Regarding the discount voucher, it is nominative, sent by email, and must be filled in by the customer at the time of the order. In your case, you ordered a sample with one customer account and ordered your tiles with another account. We are reachable by phone or chat to help our customers place their orders if needed, or if the discount voucher has not been received or has been lost. Regarding the breakage, I have apologized for this inconvenience and then to resolve this small issue, I asked if you had verified the order with the delivery person to note the breakage on the delivery slip as we recommend doing with the various emails we send at the time of the order. Unfortunately, you did not do this, so from our side we cannot request compensation from the carrier. Nevertheless, always with the aim of satisfying our customers, I made you a proposal by email to which you have not yet responded. Best regards, The Comptoir du Cérame team

Hello and thank you for taking the time to share your opinion. We are glad that you received your order on time, but we are sorry to learn that some tiles arrived damaged. After checking, there is no mention of these broken tiles on the delivery note and we have not received any email or call stating this damage. It is unfortunate to learn of such an incident through a review when we know that our goal is to have satisfied customers with their purchases. The team at Comptoir du Cérame

Hello, you chose vintage tiles, or aged effect... on stoneware and stoneware ceramic, it's a digital impression, certainly of quality... but it will never replace the look of a real cement tile that ages and patinas over time. You will never have the same result, but we are also not in the same price range, nor in the same daily maintenance of the tile. Don't hesitate to come back to us for exchange and so we can advise you. Have a nice day.

Hello Sir, as can happen, your goods arrived damaged. We indicated the procedure for an immediate replacement of it.... since then no response. What more can we do to satisfy you?

Thank you for your message. The tiles according to production have color variations, and the photo of the tile you ordered is indeed a photo of a tile where the "bath" brought out brighter colors than the current colors. These are things we happily explain to customers who contact us by phone or chat when they ask for advice on colors. It remains a very beautiful tile that is part of our best sellers and that our customers love! Have a nice day, The team at Comptoir du Cérame

Hello Madam, as indicated several times by phone and by email, we cannot cover all transport costs related to AN ERROR ON YOUR PART, for not having been able to read the technical sheet of the product VERY CLEARLY MENTIONED ON THE PRODUCT'S WEBSITE. A solution was proposed to you, as an exceptional gesture on our part, which you refused. At no time was it said that we had sent the wrong sample, because that is not the case. We sent you a sample without the anti-slip treatment that you requested, clearly indicating on the tile that it was the same product WITHOUT the anti-slip. YOU made a mistake by ordering an anti-slip instead of a smooth one; WE cannot assume your error. Best wishes to you.

Hello, During your first order, you received the correct tiles ordered. It turns out that you were not a "fan" of the green tiles received.. the green did not match your search. My colleague therefore sent you the same tile in gray/black tones. But apparently you received the green again.. we have sent you the correct reference this time in black/gray. We remain available if needed The team at Comptoir du Cérame.

Hello, we take great care in packaging our products to ensure they travel in the best conditions. Despite this, sometimes breakage can occur during transport. We have no record of any issues or complaints regarding your order. Please feel free to contact us again. I take this opportunity to remind you that for any order delivery, it is necessary to check the products before signing the delivery note. In case of breakage, the merchandise is replaced by our services as soon as possible.

Hello, As indicated in our email exchanges, you ordered the navy blue reference as shown in the photos and the color swatch, thinking it was black. You also did not order a sample to judge the color. Following your email, we offered you 2 options: return the box for an exchange, with return shipping at your expense as with any merchandise return, or keep the box and receive an exceptional discount on a new box order. You simply did not respond to our offer. It is therefore unfortunate to leave a comment of this type when we do our utmost to solve a problem. We remain at your disposal for any further information. Have a good day.

Hello, sorry for this mishap... Unfortunately, the proper conduct of deliveries depends on the 'final' delivery people, and some do not always have great professionalism, and this is the case in all companies. Glad that you liked the products, that's the main thing. Have a nice day!

Hello, We are really very surprised by your message! This is the first time we have this type of complaint about one of our tiles! This model is one of our best sellers and comes from one of our loyal partner manufacturers for many years. We contacted you as soon as we saw your review, since you did not even contact our customer service to discuss the quality of the tiles, which is regrettable, because we care about satisfying our customers. Our customer service therefore contacted you following the publication of this review to understand the problem, and to be able to report it to the quality service and especially to find a solution with you, and you simply refused any help from us. It's a shame! The team at Comptoir du Cérame.

Hello Yes indeed we are working on our site for a color search. We hope to be able to do it during the month Best regards

We take note of your dissatisfaction; however, we would like to address your comment: Under no circumstances do we send "waste" tiles as samples out of respect for our customers and also for our products. As noted on our website, for certain items with larger dimensions that constrain packaging, we send a part of the tile. In your case, you ordered among other things patchworks of different patterns and large format mosaics with patterns. Therefore, you received mosaic tiles and not the entire slab and a tile from the patchwork collection so that you could judge the color and material. Concerned about satisfying you as best as possible, we attempted to contact you by phone without success. As a reminder, we refund shipping costs of €15 in the form of a voucher for any order of materials of €120 including tax minimum, and for professionals, the sending of samples is free. We are at your disposal. The Comptoir du Cérame team.

Hello, we only have one sample order concerning you?? Regarding the breakage, as indicated in the order confirmation email, just indicate it on the delivery note, and we will replace the breakage right away. Moreover, the delivery costs incurred when ordering samples are completely deducted from your final tile order. I wish you a pleasant day.

Hello, sorry that the tiles do not please you... but to say that they are tiles of poor quality!!! Regarding the return, as indicated in our general sales conditions, we take back the material without any problem, but the return is at your expense... like any material seller. I wish you a nice day.

Hello Madam. As indicated on our website when you placed your order, for packaging reasons for fast shipping (so that the samples arrive within 3-5 days), large pieces are cut. Have a nice day.