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

Stonewise (Formerly The Stonemart) からの回答

2026年4月15日

Hi,

Thank you so much for the 5-star review! We are delighted to hear that your transaction went smoothly and that the delivery arrived right on time. We also truly appreciate your understanding regarding the minor breakages. It sounds like you’re all set for a fantastic project. Happy landscaping!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年4月5日

Hi Malcolm,

Thank you so much for the 5-star rating! We truly appreciate your feedback, especially coming from a trade professional.

It’s our goal to provide reliable service and high-quality products for every project, and we are delighted that we met your expectations. We look forward to supporting your future projects and working with you again soon.

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年3月30日

Hi Hollie,

We are very sorry to hear about your experience, as we strive to provide excellent service to every customer. We take feedback like yours seriously and would like to resolve this immediately.

Unfortunately, we have been unable to locate an account or order matching your name and review details. We previously sent a request for more information through Trustpilot's "Request Information" tool, but we didn't receive a response.

Please contact us directly at support@stonewise.uk or call us at 0330 175 5295 with your order number. We are committed to looking into this and resolving it for you as quickly as possible.

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年3月20日

Hi Gwyn,

Thanks for the review! We are glad you found our service responsive and the price a great saving.

Regarding the delivery time, as we transport heavy stone products via large vehicles, schedules can occasionally be affected by traffic or logistical challenges beyond our control. We appreciate your patience with the late arrival and will continue working with our partners to improve this.

We look forward to working with you again on your future projects!

Sincerely,
Stonewise Team

Stonewise (Formerly The Stonemart) からの回答

2026年2月24日

Hi Elizabeth,

Thank you for the 5-star review!

We are delighted to hear you are happy with both the quality of our stone and the service you received. We hope you enjoy the finished result of your project!

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年2月24日

Hi Paul,

Thank you so much for the 5-star review!

We are delighted to hear that Jay was able to provide such excellent service regarding your replacements. While we aim for every delivery to arrive perfectly, we are glad our team could make things right for you quickly. We are thrilled you are happy with the stone and would love to see the finished result!

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年2月10日

Hi Tim,

Please accept our sincerest apologies for the frustration caused. We strive for 100% accuracy in our stock levels, but a technical synchronization error meant this item appeared available when it was not. We have already processed your full refund and are working hard to resolve this inventory issue to ensure it doesn't happen again.

We would welcome the opportunity to make this right for you on a future project.

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年2月9日

Hello,

Thank you for the 5-star review! We are delighted to hear that you had such a positive experience with our delivery driver. Providing a smooth and professional service is a top priority for us, and we will be sure to pass your kind words on to the team. We hope you enjoy your new stone!

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年2月7日

Hi Simon,

Thank you for the 5-star rating! We are so glad to hear everything went smoothly with your delivery and that our team kept you well-informed. We look forward to serving you again.

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月31日

Hi Stephen,

Thank you so much for the 5-star review! We are delighted to hear that you are happy with our prices, delivery, and the quality of the stone.

We strive to provide the best value in the UK, so it’s brilliant to know we hit the mark for you. We look forward to helping you with any future projects!

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月23日

Hello Keith,

We are very sorry for the frustration caused by your sample order. We recently experienced a technical synchronisation issue between our inventory levels and our fulfilment system, which we are working hard to rectify.

Regarding our email response, please be assured that the request for before/after photos is a permanent part of our team's email signature and was not intended to be dismissive of your situation. We pride ourselves on transparent communication and clearly fell short of our own expectations here. As your refund was processed immediately, we hope this goes some way to resolving the matter.

We would value the opportunity to win back your trust and demonstrate our true standards of service on a future project.

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月22日

Hi Alex,

Thank you for sharing your feedback. We sincerely apologise that your first order with us did not go as planned. We pride ourselves on our delivery standards, but unfortunately, a technical issue with our delivery equipment caused an unavoidable delay.

We also want to look into the product specification concerns you raised immediately. A member of our team will be contacting you directly to resolve this. We value your business and are committed to making this right.

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月22日

Hello,

Thank you for the fantastic feedback!

We are very pleased that you enjoyed a smooth experience with us, from ordering to delivery. We appreciate your support and look forward to working with you again in the future.

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月16日

Hello Valbona,

Many thanks for the 5-star rating! We are so glad you found our service helpful and friendly. Providing a seamless experience for our customers is our top priority, and your feedback means a lot to the whole team. We look forward to serving you again in the future!

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月13日

Hi Mr. Hodgson,

Thank you for the 4-star review and for your kind words about our ordering process and the quality of our tiles. We are glad to hear that, overall, your experience was a positive one.

We are sorry to hear that one tile got damaged in transit. Please reach out to our customer service team with a photo of the damage, and we will be happy to assist you in resolving this immediately.

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月13日

Hi Ricky,

Thank you so much for the 5-star review! We are delighted to hear that you had such a positive experience with us from start to finish. We truly appreciate your kind words and look forward to supporting you and your team with your future projects.

Sincerely,
The Stonemart Team

Stonewise (Formerly The Stonemart) からの回答

2026年1月13日

Hi Greig,

Thank you for the 5-star review! We are glad to hear that your porcelain sample arrived on time. We hope the sample helps with your project planning, and we look forward to assisting you further whenever you are ready to take the next step.

Sincerely,
The Stonemart Team