Risposta di Stonewise (Formerly The Stonemart)

8 lug 2026

Hi Jonathan,

Thank you so much for the fantastic 5-star review! We are delighted to hear that you found the delivery scheduling convenient, the product to your liking, and the pricing competitive. We truly appreciate your support!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

8 lug 2026

Hi Louise,

Thank you so much for the wonderful review! We are absolutely thrilled to hear that your new tiles arrived early and that your front utility area now looks fabulous. We truly appreciate your kind words and your support!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

26 giu 2026

Hi Tina,

Thank you for your feedback. We are pleased to hear that your ordering experience and delivery went smoothly, but we would like to clarify the misunderstanding regarding the product material.

We take product transparency very seriously. The item you purchased is clearly titled "Rustic Slate 600x900 Outdoor Porcelain Paving" in a prominent, large font at the very top of the product page. It is also clearly mentioned in the product description given on the product page itself. This exact specification "Porcelain" was also explicitly stated in your order confirmation email, shipping confirmation email, the label pasted on the crate, and printed in a large font on the protective corrugated cover of each individual tile.

The note you referred to below the photo gallery is a standard disclaimer note. This note serves as a general reminder on our website regarding material variations and why the colour of the stone may vary from what you see in the photographs. It does not have any relation to specific product information. In general, the product title and the description are the authentic, binding sources for that information, both of which clearly state what the product is.

Furthermore, because these slabs have already been laid, we are unable to help at this post-installation stage.

Regarding the broken slabs, we have a clear policy to immediately provide refunds or replacements for transit damage when reported within the specified timelines. Had we been notified within this timeframe, this would have been resolved for you straight away. Nevertheless, you can still send us the details of the damaged slabs along with photographs to support@stonewise.uk, and our team will contact you to take this further.

Our goal is always to provide clear and accurate information at every stage of the purchase, and we assure you there was never any intention to mislead.

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

8 lug 2026

Hi Lee,

Thank you so much for the fantastic feedback! We're thrilled to hear you had a great experience with Stonewise and wish you all the best with your project.

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

21 giu 2026

Hi Nick, thank you for taking the time to leave a review, and I'm sorry to hear four slabs arrived broken, that's never the experience we want you to have. Stone pallets can be handled as many as eight times moving through the pallet network, and a single knock at any one of those points can chip or crack a few pieces, so even with great care a 100% damage-free delivery is hard to guarantee. That said, we've now located your order and our trade support team will be in touch to put things right. Thanks again for flagging it.

Aarti
Stonewise

Risposta di Stonewise (Formerly The Stonemart)

21 giu 2026

Hi Chloe, thank you for your feedback, and I'm sorry that some of your tiles arrived damaged and that getting it resolved felt harder than it should have. Since your review we've been in touch and refunded you for the damaged tiles, and I hope that's gone some way towards putting things right. If there's anything still outstanding, please do get in touch with me directly and I'll make sure it's sorted.

Aarti
Stonewise

Risposta di Stonewise (Formerly The Stonemart)

17 giu 2026

Hi Sarah,

Thank you for sharing your feedback. We are very glad to hear that you were pleased with the great condition and quality of your product, but we are incredibly sorry that the delivery experience let you down.

In the natural stone industry, we rely heavily on third-party logistics and pallet networks to deliver such heavy products. On rare occasions, they miss connecting schedules, which can lead to delivery delays. We always want to be transparent about how we handle these situations. When the transport company notified us that your Express Delivery (scheduled for June 2nd) would be delayed by a day, our team immediately contacted you to update you and proactively initiated a full refund of your express delivery charges on June 3rd - before the order was even delivered.

Depending on your bank and payment processor, refunds generally take 3–5 business days to reflect in your account. While it may have appeared as though there was a delay on our end, we processed this on our system instantly.

We are also deeply sorry for the frustrating communication you experienced with the tracking call. We will investigate this further and share your feedback with the respective logistics partners to ensure this is addressed.

Thank you again for your business and your honest review.

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi Mrs Mcgreavey,

Thank you for the fantastic 5-star feedback! Delivering high-quality products swiftly is exactly what we aim for, and we are so glad to know they have made a beautiful addition to your garden.

We always love seeing our products in their new homes and would love to see the finished result if you have any photos to share! Thank you for your business and your kind recommendation.

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi Melanie,

Thank you so much for the outstanding 5-star review! Delivering heavy products can often present unique delivery challenges, and we are incredibly proud of our team for going over and above to arrange a dedicated van delivery for your project.

We are thrilled to hear that everything went smoothly and that you are very pleased with your items. Thank you for choosing us, and enjoy your new paving!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi Neil,

Thank you for sharing your experience! We are thrilled that you found our cobbles to be a brilliant product and that the delivery and communication met your expectations. We truly appreciate your business and hope you enjoy the finished look!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hello Murpho,

Thank you so much for the wonderful 5-star review! We are absolutely delighted to hear that you are really pleased with the quality and value of our black limestone slabs. Delivering premium products quickly is exactly what we aim for, so it’s fantastic to know we hit the mark for your project. Thank you for choosing us!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi Mary,

Wow, thank you so much for this amazing feedback! We are absolutely thrilled to hear that everything went perfectly from start to finish. Our team works incredibly hard on our communication and quality, so your kind words truly mean the world to us.

Thank you for your business, and we look forward to working with you again on your next project!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi Paul,

Thank you so much for the fantastic feedback! We are absolutely thrilled to hear that you had an excellent experience and that the granite cobbles made the installation process nice and smooth.

We truly appreciate your business and hope you enjoy the finished look!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi David,

Thank you for the 5-star review! We are glad to hear your delivery arrived right on time. We appreciate your business!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi Violetta,

Hello, thank you for sharing your feedback. As a returning customer, we truly appreciate your past business and are sorry to hear about your frustration regarding the split-pack handling fee.

While many sellers in our industry do not offer split packs at all and only sell full pallets, we try to offer loose quantities on most of our products to give our customers more flexibility.

However, our items are standardly stored in pre-sealed, full crates. When a smaller quantity is needed, our warehouse team must manually break open a crate, hand-select the items, and safely repackage them onto a new pallet with extra strapping to prevent damage during transit. The handling fee simply covers this additional manual labor and packaging material.

We completely understand that extra fees are frustrating, but we hope this explains why it is necessary for smaller orders. We wish you the best with the completion of your path.

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

16 giu 2026

Hi Martyn,

Thank you so much for the fantastic 5-star review! We are thrilled to hear you enjoyed our speedy service and that the edging stone arrived safely. We will be sure to pass your kind words on to the delivery driver. Thank you for choosing us, and enjoy your project! 👍

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

11 giu 2026

Hi Thomas,

Thank you so much for the fantastic 5-star review!

We are delighted to hear that you are pleased with the quality, color mix, and consistent calibration of our 18mm sandstone paving. It is also great to know our delivery team got them to you so quickly. We appreciate your business and hope you enjoy your newly transformed outdoor space for many years to come!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

11 giu 2026

Hi Bashar,

Thank you so much for the fantastic 5-star review! We are delighted that you are happy with both our porcelain tiles and the speed of our delivery.

We truly appreciate the high recommendation and look forward to serving you again in the future!

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

11 giu 2026

Hi Marc,

Hello, thank you for your feedback. We are truly sorry to hear that your slabs arrived damaged. While our standard policy is to issue a prompt pro-rata refund for any transit damages, it appears our team missed following up on your ticket to finalise this for you.

We have just instructed our senior customer care team to contact you directly as a matter of urgency to get this completely sorted out. Thank you for bringing this to our attention so we can make it right.

Sincerely,
Stonewise Team

Risposta di Stonewise (Formerly The Stonemart)

11 giu 2026

Hello Matt,

Thank you for your updated feedback. We are sincerely sorry for the frustration caused by your delivery delay. We want to clarify that our reminder regarding redelivery fees is a standard communication we send to all customers as a precaution, as failed deliveries unfortunately incur substantial freight costs for redelivery of such a heavy products.

Regarding our follow-up, our team reached out to offer compensation as a goodwill gesture for the service failure you experienced with the delay, not to compromise your integrity. We deeply value honest feedback as it helps us improve. We apologise if this gesture was misunderstood, and we will review our internal communication to ensure our intentions are always completely clear.

Sincerely,
Stonewise Team