Customer reviews of 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, 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, 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 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?

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, 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, 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.

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, 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.

Very good, fast delivery

clear, detailed, comfortable navigation

Hello Madam, We are sorry for your feelings. We offer a sampling service to satisfy our clientele. We insist that the reference you chose does not have any defects, as we told you. We have a quality control service that checks all orders before shipping. As we indicated, we immediately sent a box, 4 tiles, to replace the broken piece. If, however, despite our customer service, the quality of these tiles does not satisfy you, we suggest you contact us to return your order. Best regards, the COMPTOIR DU CERAME Team

Hello, As indicated on the site, there are always shipping fees calculated based on the cart amount. We are very sorry, but there was a computer error in your purchasing process and we communicated it to you. Best regards, the COMPTOIR DU CERAME Team.

Hello, Thank you for your message. We emailed you at the beginning of the week, asking for the number of damaged pieces to be replaced. Please get back to us so we can send them to you as soon as possible. Best regards, the COMPTOIR DU CERAME Team

Hello, Thank you for your comment. Please contact our customer service to explain your experience. We will make sure to provide feedback to the carrier. Best regards, the COMPTOIR DU CERAME team

Hello Madam,
Despite all the care we take with the quality of our providers/transports, we are sorry to learn about the delivery error and we have done everything possible to resend your order as quickly as possible.
We will now look internally, with the Logistics Team, to see what happened and will escalate the information to the carrier.
We remain at your disposal,
The Comptoir du Cérame Team

Hello,
We take note of your comment. As we indicated by email, the sampling service offers 1 piece/tile as a sample and not a box.
Moreover, the sample corresponds exactly to the product proposed on the site.
We wish you a good day,
The COMPTOIR DU CERAME Team

Hello Madam,
As we indicated by email, we are sorry for this delivery problem.
We have taken the necessary steps with our transport provider and will not fail to inform you of their response.
We remain at your disposal.
Sincerely
The COMPTOIR DU CERAME Team

Hello, Thank you for your message, we strive daily to meet the expectations of our customers. We would like to clarify as indicated on the site and in the general sales conditions: 'orders [are delivered] in front of the garden entrance or at the door of the building'. We are very committed to the quality of the delivery service we offer, but unfortunately, we do not have control over the personnel of our service providers. We have also reported this failure to the carrier for a thorough investigation to be conducted. Best regards, The Comptoir du Cérame team

Hello,
We truly regret your feelings. The communication of the desired date was indeed indicated to the carrier twice who, in your case, unfortunately did not take this information into account.
The carrier is the last link in the ordering process and we strive to ensure a service of constant quality until the correct delivery of the tiles. We have indeed made a complaint to the transport company.
As for the complaint that went unanswered, we are in the middle of changing the site and your email did not reach us. Thanks to you, we have detected the flaw. Thank you very much.
Best regards,
The Comptoir du Cerame team

Hello,
Customer satisfaction being our priority, we invite you to get back to us. The feedback you can provide us will undoubtedly help us improve our services.

Best regards,

The sales service

Hello,
Customer satisfaction is our priority.
We are truly sorry for the situation you are reporting to us.
This does not happen every day and it is indeed very rare.
The transport took place during the lockdown which is not a normal state and made working difficult.
Of course, we have processed a full refund of the order.
Our team is at your disposal.
Comptoir du cérame

Hello Madam,
Sorry to hear that you did not receive what you were expecting.
Please contact us to see together what happened with the preparation of your package. Please note that the shipping costs for the sample order are always refunded at the time of the firm order if it exceeds €120 of product purchase.
We remain at your disposal.
Best regards,
The Comptoir du Cérame team

Hello,
We regret the feeling you have shared with us, however, we only received one call from you on 26/06 to which we responded by email.
Your sample arrived at your place on 28/06, three days after the order.
The shipping costs for samples are refunded in case of a firm order, as indicated on the site.
We remain at your disposal.
Commercial Department

Following the factory's shipping error, we asked them to deliver the correct product directly to you.
The box with the Good Vibes was sent on 20/05.

Hello Mr. Janneau,
Please believe that we regret this. However, the order was sent on a pallet and we do not know when this pallet was removed. There was incorrect handling independent of our will. We will send you a new box as soon as possible.
Best regards

Hello Sir,
Thank you for your information over the phone. We have resent your sample order.
Best wishes.
The Comptoir du Cérame team