Resposta da Stonewise (Formerly The Stonemart)

17 de ago. de 2025

Hello Dean,

Thank you for the fantastic 5-star review!

We are delighted to hear that you are happy with the delivery and that everything was in good order. We are committed to providing great products and service, and we truly appreciate you taking the time to share your feedback.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

15 de ago. de 2025

Hi Cat,

Thank you for your 4-star review and for the kind words about our product quality and reasonable cost.

We sincerely apologise for the inconvenience and frustration caused by the kerbside delivery. We completely understand that moving the slabs to your back garden was a difficult task.

For large and heavy items like stone slabs, kerbside delivery is the standard procedure for carriers. This approach is taken because their equipment is designed for flat, hard surfaces like the kerb, which safely minimises risks for both the drivers and the product during offloading.

We appreciate your understanding and thank you again for choosing us.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

11 de ago. de 2025

Hi Darren,

Thank you for leaving us a 5-star!

We are thrilled to hear you had an excellent experience and are happy with the product. We really appreciate you taking the time to share your feedback, and we look forward to serving you again in the future!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

11 de ago. de 2025

Hi Day,

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

We are delighted to hear you were happy with our product, prompt delivery, and the customer service. Your recommendation means a lot to our team and is the best compliment we could receive.

We appreciate you taking the time to share your feedback!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

1 de ago. de 2025

Hi Christopher,

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

We are so happy to hear that you had such a positive experience with both our products and service, from the quality to the delivery.

Your recommendation means a lot to our team! We truly appreciate you taking the time to share your positive experience.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

28 de jul. de 2025

Hi Sarah,

Thank you so much for your "Excellent all round!" 5-star review!

We are thrilled to hear that you had such a positive experience with our communication, delivery, and pricing. It is fantastic that your stones are looking incredible now that they are laid. We would absolutely love to see how your patio turned out – perhaps you could share a photo with us?

Your recommendation means a lot to our team!

Thanks again for choosing us!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

28 de jul. de 2025

Hello,

Thank you for sharing your feedback. We are truly sorry to learn of your disappointing experience with your recent order (TS-3918) and understand your frustration regarding the non-receipt of goods and the refund process.

As soon as we became aware of the unfortunate situation with your order – we acted immediately. On July 2nd, we informed you of the issue and proactively initiated a full refund for £888 (not £880) on July 3rd at 11:34 AM. Our priority was to return your funds as quickly as possible.

We understand that you also filed a chargeback on July 4th. Please know that when a chargeback is initiated while a refund is in process, it can unfortunately cause the refund to fail and put the funds into a complex dispute resolution cycle with the banks. This is exactly what occurred in this instance, creating a delay for both parties.

We sincerely apologise for the inconvenience this process has caused you. Even after the chargeback was filed, we never wanted to cause any further delay. That's why we made multiple attempts to contact you via email and phone after July 4th. Our aim was to explain how revoking the chargeback could potentially expedite your refund, as we were keen to resolve this directly. We regret that these communications couldn't be completed between us. Consequently, we proceeded with submitting our response to the chargeback, and any subsequent delay was a result of the standard processes followed by banks and payment service providers. Please be assured, we have been proactive and quick throughout this entire situation.

Please be assured that we are committed to transparent and prompt resolution for all our customers. We understand that this experience has been frustrating, and we genuinely regret that the issue with your order and the subsequent banking process created such an unfavorable outcome for you.

We are always striving to improve our services and communication.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

24 de jul. de 2025

Hello,

Thank you so much for your "Amazing" 5-star review!

We are absolutely delighted to hear that you had such a positive experience with our delivery and packaging. Your kind words and 100% recommendation mean a lot to our team, as we strive for excellence in every aspect of our service.

We truly appreciate your positive feedback!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

22 de jul. de 2025

Hello Gary,

Thank you for this absolutely wonderful 5-star review!

We are thrilled to hear that you found our porcelain tiles to be of fantastic quality and great value. It is incredibly rewarding to know that you had such a positive experience from product to delivery.

Thank you for highly recommending us – we truly appreciate it!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

7 de jul. de 2025

Hi Jill,

Thank you for leaving a fantastic 5-star review!

We are truly delighted to hear that your experience with on-time delivery and great-looking slabs reflects the high standard we consistently aim for.

Providing excellent products with efficient service is paramount to us, and your positive feedback is truly appreciated.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

5 de jul. de 2025

Hello Susan,

Thank you for your Fantastic 5-star review!

We are so delighted to hear about your positive experience with our quick delivery and excellent communication. It truly makes us happy to know you absolutely love the slabs!

Your wonderful feedback is greatly appreciated and truly motivates us to continuously excel in our services.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

1 de jul. de 2025

Dear Andrew,

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

We are really pleased to hear that each of your deliveries went smoothly and that you experienced no issues at all. It is great to know we could provide a seamless and reliable service, which is the standard we always strive to maintain for every customer.

We truly appreciate your feedback!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

1 de jul. de 2025

Dear Darren,

Thank you so much for your "Excellent" 5-star review! We are thrilled to hear that you found our service helpful, efficient, and timely, and that you are pleased with the high quality of our products.

Your kind words and high recommendation are truly appreciated!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

14 de jun. de 2025

Dear Ben,

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

We truly appreciate you choosing The Stonemart after your challenging experience elsewhere. We are incredibly pleased we could provide an efficient service and deliver your paving slabs timely. It is wonderful to hear you are very happy with the product and our customer service.

Your feedback means a lot to us!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

13 de jun. de 2025

Hello Andrea,

Thank you for your fantastic 5-star review!

We are absolutely delighted to hear you had such a great experience with our customer service and quick delivery. Your positive feedback is greatly appreciated and reinforces our commitment to providing seamless service with no issues.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

11 de jun. de 2025

Hello Mrs. Hempseed,

Thank you for your fantastic 5-star review! We are delighted to hear that we were able to resolve your order issue effectively and find a solution for you. We truly appreciate your kind words!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

9 de jun. de 2025

Hello Mark,

Thank you so much for your fantastic 5-star review! We are absolutely delighted to hear you are extremely happy with the product. Your satisfaction is our greatest reward!

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

9 de jun. de 2025

Hello,

Thank you for taking the time to share your feedback. We are very sorry to hear about your concern regarding the three slabs. We understand that discovering unexpected marks can be worrying, and we appreciate you sending us photos for review.

Upon checking the images and our communication with you, the marks you observed on the underside of the slabs are actually calibration marks. These are standard features for natural stone slabs like those you received. Calibration is a crucial process performed on the back of the slabs to ensure a consistent thickness, making them much easier to lay and providing a level finish for your project. This side of the slab is always intended to face downwards during installation, making these marks invisible once laid. We ensure this is clearly mentioned as "Calibrated" along with the thickness in the description on the product pages.

As we explained in our email to you, these are not defects, and they do not impact the structural integrity or the visible face of the slabs once installed. We pride ourselves on the quality of our products and have a clear, transparent policy for genuine defects, which we always honor with immediate refunds.

We want all our customers to be happy. Since we haven't heard from you since our last email, we would like you to contact us directly at support@thestonemart.co.uk or 03301755295.

Thank you for your understanding.

Sincerely,
Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

9 de jun. de 2025

Dear Anthony,

I am truly sorry to read about your extremely disappointing experience with your recent order. Please accept my sincerest apologies for the frustration it has caused. This is absolutely not the experience we want for any customer.

We acknowledge the issues you faced with the slabs you received. We did our best to rectify the situation by sending new slabs at no additional charge, and later issued a refund of £112.64 for the final number of affected slabs to help compensate for the inconvenience. We genuinely understand that a refund doesn't undo the disruption caused to your project.

Regarding the "Happy Landscaping" message, this is a standard closing line in our emails, intended as a positive wish for all our customers. We are truly sorry that, in your specific and frustrating situation, it was perceived otherwise.

This was a very rare and unfortunate instance, and we assure you it does not reflect the commitment to quality and exceptional customer service we strive for. We always aim to go the extra mile to make things right.

We remain committed to learning from every experience to refine our processes. If you wish to discuss this further, please do not hesitate to contact our customer service team directly.

Sincerely,

Aarti, Founder

Resposta da Stonewise (Formerly The Stonemart)

5 de jun. de 2025

Dear Luke,

Thank you so much for taking the time to leave such a detailed and positive review! We genuinely appreciate your honesty and are incredibly happy to hear that your slabs arrived safely and that you were ultimately delighted with the outcome.

We are particularly pleased to know that our customer service team was able to support you effectively when you called in. Jay's dedication and proactive approach truly represent the level of service we strive to provide to all our customers. We are very proud of our team's commitment!

We also sincerely apologize for the initial lack of communication regarding your delivery status and the anxiety this caused. You have highlighted crucial areas for improvement, and we are actively reviewing our pre-delivery communication processes to ensure customers are always kept well-informed.

Regarding the tracking issue, thank you for bringing this to our attention. This is valuable technical feedback, and we will certainly be investigating alternative tracking solutions and improving our user experience.

Your trust and satisfaction are our top priorities, and we are thrilled we could turn your initial anxiety into a 5-star experience.

Thank you again for your business and this incredibly helpful feedback.

Kind regards,
Aarti, Founder