This month, we visited a selection of stores across Milton Keynes, Cambridgeshire and Peterborough. Although we usually assess the stores in one specific location, sometimes it can be useful to compare and contrast between different areas to see if shoppers across the UK are getting a consistent experience. But of the three shops we visited this month, which came out on top? Our Mystery Shopper investigates…
Freshwater Bathrooms & Tiles
From the outside, Freshwater Bathrooms & Tiles had something of a warehouse appearance, although its clear, attractive signage made it easy to identify. On entering, our shopper was startled by a loud buzzer, prompting a shared joke with the owner and sole staff member. It was an unexpectedly warm start to the visit, setting the tone for an enjoyable experience.
Inside, the store was clean, well organised and presentable, with products arranged neatly for browsing. After allowing our shopper a few minutes to look around, the staff member approached to offer assistance and quickly began providing thoughtful, tailored advice.
Our shopper expressed an interest in darker tiles for a kitchen, but the staff member immediately asked about the colour of the kitchen cabinets. They explained that the contrast could make the room feel narrower, then showed our shopper a similar combination in store to demonstrate the potential issue. Having considered this advice, our shopper decided to explore something lighter while retaining a rustic appearance.
The staff member then selected five or six large tile samples, talking through how each might work alongside different cabinet colours and styles. This considered approach helped our shopper narrow the options to two favourites. When asked about prices, the staff member initially provided the information verbally but promptly printed a quote on request, giving our shopper something to refer back to.
The overall experience was relaxed, informative and enjoyable. Our shopper particularly appreciated the staff member’s friendly, open manner and willingness to offer honest advice rather than simply endorse the first choice. There was little to criticise, although the absence of displayed prices made it harder to compare products independently.
Cut Price Tiles
Cut Price Tiles was easy to find, situated in an area whose artisan-style shops helped make the warehouse setting feel welcoming. Parking arrangements were not entirely clear, but there was ample space available. Inside, the store was bright, well stocked and free of clutter, with displays that helped customers visualise potential combinations.
The staff member acknowledged our shopper’s arrival before allowing time to browse independently. Assistance was not offered immediately, but our shopper appreciated being able to look around without pressure and was helped promptly when an enquiry was made.
Our shopper asked whether a patterned tile would be suitable for a bathroom floor and sought advice on complementary wall tiles. The staff member initially suggested an option that did not quite fit the brief, followed by another that also missed the mark. However, rather than settling for an unsuitable recommendation, they listened to the feedback and continued exploring alternatives, eventually identifying a marble-effect tile that worked particularly well.
When asked about costs, the staff member used our shopper’s measurements to calculate a price for the floor tiles there and then. Although the store did not offer fitting services, they offered to provide contact details for local tradespeople who could help. They were equally understanding when our shopper explained that budget constraints might mean postponing the wall tiling.
Overall, the visit was positive. The service was helpful and responsive without being pushy, and the clean, well-presented displays made it easier to imagine how the products could work at home. The staff member’s willingness to keep refining the recommendations in response to our shopper’s preferences was a particular strength.
Topps Tiles Milton Keynes
Topps Tiles provided an inviting first impression, with clean, organised displays covering a range of flooring materials. Several customers were browsing, and staff at the till greeted our shopper on arrival.
Our shopper approached the counter for assistance and was impressed by the response. The staff member quickly grasped the requirements, asked relevant questions and explained suitable products, including popular alternatives to the tile initially under consideration.
Importantly, the advice went beyond the immediate product enquiry. The staff member recommended additional materials that could help bring the proposed bathroom installation in line with current building standards, demonstrating an understanding of the wider requirements involved in the project.
A quotation was prepared without hesitation, despite the visit taking place towards the end of the day. Throughout the process, our shopper was given time to explain their needs and raise concerns, with suggestions adapted accordingly rather than the conversation being steered towards a predetermined solution..
The staff member was patient and accommodating throughout, addressing concerns without making our shopper feel rushed or pressured. They also recommended fitters who might be able to assist, going beyond simply pricing the requested products to help with the wider project.
This willingness to explain technical considerations and offer practical alternatives earned a Spotlight nomination. Our shopper particularly appreciated the way the staff member explained the relevant building standards and suggested ways to meet them, rather than focusing solely on the initial enquiry.
The only suggested improvement was to have more staff available on the shop floor, rather than concentrated around the till. Nevertheless, the quality of the assistance once requested made for a strong overall experience.
And the winner is…
All three stores delivered positive experiences, with friendly staff and useful advice helping our shopper navigate the choices available. However, Topps Tiles stood out for the breadth of its support. By explaining building standards, exploring alternative installation solutions and recommending suitable tradespeople, the staff member helped our shopper look beyond the tiles themselves to the practicalities of completing the project. This combination of product knowledge, patience and genuine problem-solving made it the strongest overall experience.
