Do not be fooled by this company’s website
This company is not what it appears, you could be forgiven for thinking it was a large professional business supplying tiles in the UK - the reality is somewhat different. It states the following on its website;
‘Welcome to Stonecera! A name that has become synonymous with quality, trust, and timeless stone solutions. Stonecera is a respected supplier in the UK, just like other natural and engineered stone businesses’.
The company was only formed on 22nd May 2023, it has nominal share capital of £100 & minimal net worth, so basically a shell company. It has one director of the UK business, but he is an Indian gentleman and based in India. The UK accounts state that the company has zero employees. It turns out that they are operating the business directly from India and have no staff in the UK, apart from using warehouse staff in a rented Southampton storage facility. The registered office was changed in December 2024, from Abacus House, Southampton Docks to Harrow on the Hill, Middlesex. This address is the office of RDH Accountants, and they pay a fee to use this facility. There is no trading office or showroom, so you can only order goods via the website and pay up front, which is dangerous as I have found out to my cost. The Southampton premises appear to be a rented storage facility in Southampton Docks, operated by a Haulage company which has no direct connection with the Stonecera business. All deliveries in the UK are actioned from India via whatever contacts they have in the UK.
I ordered two pallets of porcelain tiles from them on 22nd August and was told delivery would be in 4-5 days from the date of order. I opted to pay for the goods by credit card in order to make sure I had section 75 protection, but was told they did not currently have this facility (although their website states that Visa, Mastercard, Applepay, Amex and Skrill payment options are available). Not sure if this is illegal to state these facilities are available if they are not. Obviously all part of their plan to try and up the profile of the business. Against my better judgement I did make a bank payment in order to get the goods ordered. To cut a long story short 4-5 days elapsed no sign of delivery, was told they were experiencing long delays in the container port in Southampton. Didn’t believe them & eventually phoned Southampton docks myself and the hauliers in an effort to get the tiles moving (so much for customer service). Tiles eventually delivered on 11th September, which was the date the job should have been finished. Given what I have subsequently discovered about the business being operated from India, explains why they are unable to offer card payment facilities, as the banks would consider it a very high a risk.
Within two hours of delivery I had to phone them & text them photos as some tiles in the delivery were broken. Their website states that all breakages are to be notified within 24-48 hours, with supporting photographic evidence, in order to be eligible for a refund. To date no refund has been forthcoming, they keep saying they are referring to the team, as they have no autonomy to make decisions in the UK. They initially came back to me and said as tiles are fragile items occasionally some get broken whilst being transported & given the small amount broken in relation to the total delivery most landscapers accept this. I won’t print my response to that comment, but suffice it to say I pushed back on it and have now claimed for delays on delivery as well as breakages. I fully intend to take them to trading standards if they continue to avoid refunding or replacing the broken tiles, but would urge anyone reading this review to avoid them like the plague. Order from a local supplier where you can view the product and also return breakages for a refund or replacement in case of need. These guys are cowboys and should be avoided at all costs. This is a genuine review rather than the fictitious ones shown on their website. It says on the website they are synonymous with quality and trust - for that read poor customer service and totally untrustworthy. Timeless stone solutions - absolutely achieved this in the form of long delays!
After initially refusing to refund the cost of the broken tiles, they have finally agreed and the refund has been made.
Still not worth the aggravation of dealing with them.
11 settembre 2025
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