Stonewise (Formerly The Stonemart) からの回答

3日前

Hello,

Thank you for your feedback and for the 4-star rating.

We are sorry that the incorrect product was initially delivered, but we are pleased to hear that our customer support team was able to step in and resolve the situation to your satisfaction. We work hard to ensure any issues are handled promptly and professionally, so it's great to see that reflected in your experience.

It is wonderful to know that you are happy with the quality of your new paving. Thank you for your patience and for choosing Stonewise.

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

3日前

Hello Paul,

Thank you so much for the 5-star review!

We are delighted to hear that you were pleased with our competitive pricing and the quality of our delivery service. We work hard to ensure that every order arrives safely and on time, so it’s wonderful to see that effort reflected in your experience.

Thank you for choosing Stonewise, and we look forward to assisting you again in the future!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

3日前

Hello Leon,

Thank you for the 5-star review! We are so glad to hear that you are happy with your Indian Flagstones. While we always aim for every delivery to arrive on time, we believe in taking responsibility when things don't go perfectly. We are pleased that the delivery refund went some way toward making up for the delay.

Thank you for choosing Stonewise, and we hope you enjoy your new patio!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

3日前

Hello Andrew,

Thank you so much for the 5-star review!

We are thrilled to hear that you found our team helpful over the phone. We know that ordering heavy stone products can involve a lot of questions, and we take great pride in making sure our customers feel supported and informed every step of the way.

We really appreciate your feedback and look forward to working with you again in the future!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

3日前

Hello Dariusz,

Thank you for the 5-star rating! We are glad to hear that both your products and the delivery met your expectations. Providing a smooth, reliable experience from the warehouse to your door is exactly what we aim for at Stonewise.

We look forward to helping you with your next project!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

4日前

Hi James,

Thank you for your feedback. We sincerely apologise for the frustration caused by the condition of the pallet upon arrival and the subsequent delay in your refund.

We understand that time is critical on a job site. While it is rare, transit damage can occasionally occur when transporting heavy stone products through third-party pallet networks. When the delivery arrived in a damaged state, we initially offered to redeliver the pallet at our own expense and provide a full pro-rata refund for any damaged slabs found inside, as we always stand by the quality of our products. However, we respect your decision to refuse the delivery and source materials elsewhere.

Regarding the refund, we must hold our hands up - due to an internal oversight, the return was not processed as quickly as it should have been once the pallet was back in transit. This is not our usual standard, and as soon as this was brought to our attention, we initiated the full refund immediately.

We have reached out to you personally to apologise for this delay and to confirm that the funds are on their way back to you. While we understand your disappointment, we hope the fact that we waived all return charges and processed the full refund shows our commitment to making things right.

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年5月2日

Hi Sarah,

Thank you so much for taking the time to leave this 5-star review!

We are absolutely delighted to hear that you are happy with the pricing and communication from our team. Our Black Granite Cobbles are a fantastic choice, and we have no doubt they will make a stunning, durable addition to your project.

Your feedback means a lot to our team at Stonewise. We look forward to helping you with any future landscaping needs!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年5月1日

Hi Bernie,

Thank you so much for the 5-star review! We are delighted to hear that everything went exactly as planned and that your stones arrived on time. We appreciate your support and hope you enjoy your new project!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年5月1日

Hello Laura,

Thank you for the 4-star review and for your recommendation! We are delighted to hear that you are pleased with the quality of your limestone setts.

We are very sorry to hear that the delivery didn't go as smoothly as planned. While our last-mile deliveries are handled by a third-party pallet network - meaning certain local conditions and delivery times can occasionally fall beyond our direct control. We still want every part of your experience to be excellent.

Please be assured that we take your feedback seriously. We will be raising this with our delivery partner to ensure their drivers take more care with drop-off placement and time slots in the future.

We truly appreciate your support and look forward to working with you again on your next project!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月28日

Hello Girish,

Thank you so much for the 5-star review! We are very happy to hear that you had a positive experience with our team. Providing great customer service is at the heart of what we do. We look forward to helping you again in the future!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月27日

Hello,

Thank you for the 5-star review! We are so glad you are happy with the price, the product, and our delivery service. We aim to offer the best value possible, so it’s great to see that recognized. Enjoy your new paving!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月27日

Hello Tony,

Thank you for the 5-star rating! We truly appreciate your support and are happy to hear that everything met your expectations. Thanks for choosing Stonewise!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月23日

Hello,

Many thanks for your kind words! It is wonderful to hear that the product met your expectations and that our team was able to answer your questions and get your delivery arranged quickly. Providing excellent product quality and a seamless service is always our goal.

Thank you for choosing us for your project!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月21日

Hello Stewart,

Thank you so much for the 5-star review! We are delighted that our sandstone was the perfect fit for your fireplace hearth. It’s always great to hear about the different ways our stone is used, and we're glad our team could make the collection process easy for you.

We truly appreciate the recommendation and hope you enjoy the finished result!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月21日

Hello Charles,

Thank you for your feedback. We understand how the difference between quarry names and marketing names can be confusing, and we appreciate you speaking with our team so we could clarify this. 'Sahara Beige' is our commercial name for this beautiful limestone, whereas 'Sunny Menia' is the technical name used at the source. We aim to choose names that best describe the stone's appearance for our customers.

Regarding the variation from the sample, natural stone is unique to the specific block it is cut from, and shades can vary between batches. Furthermore, a small 100x150mm sample cannot always represent the full tonal range or characteristics of an entire lot, especially with stones that feature natural colour variations.

We are glad you were able to proceed with your project, and we will certainly take your feedback on board regarding making these naming discrepancies clearer on our website to help future customers.

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月20日 に更新

Hi Kevin,

Thank you so much for the 5-star review! We are thrilled to hear that you had an excellent experience from start to finish. We take great pride in our communication and delivery process, so it’s wonderful to know the tracking updates and our delivery driver met your expectations.

We are glad you're happy with the quality of your Indian stone. Enjoy your new project!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月20日

Hello,

Many thanks for your review! It’s wonderful to hear that the product met your expectations and that you're pleased with the final look of your project. We appreciate you bringing the packaging issues to our attention; feedback like yours helps us improve our service and delivery standards.

While we aim for every slab to arrive perfectly, the transit of natural stone can be challenging, and it is exactly why we recommend having a few spares on hand. We are so glad those spares allowed you to finish without delay. We hope you enjoy your new patio for many years to come!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月20日

Hi Richard,

Thank you for your feedback. We are sorry to hear that your experience did not meet your expectations.

While we always aim to maintain consistent stock levels of our natural stone ranges, natural stone is subject to international shipping schedules which can lead to temporary shortages. We regret any frustration this caused during your project. We appreciate your initial business and are glad to hear you were able to complete your project. Your comments are valuable to us as we continue to improve our communication and service.

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月20日

Hello Rosario,

Thank you for your feedback. Please accept our sincere apologies for the upset caused by the stock delay and the cost of your replacements. While we strive to maintain high stock levels of our porcelain ranges, unforeseen shifts in demand can sometimes leave us temporarily short. We clearly missed the mark in keeping you updated on the restock date, and we are taking your feedback seriously to improve our service. Thank you for your patience.

Sincerely,
Stonewise Team