Stonewise (Formerly The Stonemart) からの回答

2025年6月9日

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

Stonewise (Formerly The Stonemart) からの回答

2025年6月9日

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

Stonewise (Formerly The Stonemart) からの回答

2025年6月5日

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

Stonewise (Formerly The Stonemart) からの回答

2025年5月12日

Hi Kelly,

Thank you so much for your fantastic 5-star review! We are delighted to hear you found our Indian Sandstone to be of great quality and enjoyed our speedy delivery.

We are also happy that you found it easy to reschedule your delivery. Providing excellent customer service and making the process smooth for our customers is always our priority.

Your recommendation is highly appreciated!

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年5月12日

Hi Suresh,

Thank you so much for your fantastic 5-star review! We are delighted to hear you are impressed with the quality of the product and the timely delivery. It is also wonderful to know you experienced exceptional service. Customer satisfaction is always our top priority and we aim to make the process as smooth and hassle-free as possible for our customers.

Your high recommendation means a lot to us! We truly appreciate your business.

Kind Regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年5月8日

Hello Gaurav,

Thank you so much for your fantastic 5-star review of our Raj Blend Riven Sandstone! We are thrilled to hear you love how it looks in your garden and appreciate its pattern.

We are especially pleased you found our support team brilliant and that they were able to answer all your questions promptly. It really motivates us to excel in our customer service.

Thank you for your recommendation – we really appreciate it!

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年5月15日 に更新

Hi Bill,

We want to express our sincere gratitude for taking the time to share your experience.

We are so pleased to hear that you are now a very satisfied customer and that the replacement sandstone slabs met your expectations. It is fantastic to know that the extra effort we took to ensure a good match was successful.

Your willingness to recommend us means a lot, and we truly appreciate your understanding and patience while we resolved the initial issue.

Thank you again for your business and for your honest feedback. We hope you enjoy your sandstone slabs for many years to come!

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年5月7日

Sorry to hear that your experience wasn't as expected. Can you please advise of your order number or name so that we can look into this for you. Many thanks

Stonewise (Formerly The Stonemart) からの回答

2025年5月1日

Hi Tracy,

Thank you so much for the fantastic 5-star review! We are delighted to hear you experienced excellent communication and appreciated our secure packaging and the delivery driver's extra effort. We really appreciate your feedback!

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年4月30日

Hi Neil,

Thank you so much for your fantastic 5-star review! We are thrilled to hear you experienced great customer service from your initial call to the delivery.

We appreciate your feedback regarding the one broken tile out of 80. We always advise ordering a little extra to account for any potential breakages during transit or installation, and we are glad this didn't significantly impact your project.

We look forward to serving you again the future!

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年4月11日

Hello Clive,

That is brilliant to hear! We are so pleased you experienced prompt delivery, well-packaged goods, and an excellent product. Great service is what we aim for! Thank you for the fantastic 5-star review.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年4月11日

Hello!

Thank you for your excellent feedback! We are pleased you found our delivery fast and our customer service friendly. It is also great to know you are happy with the paving. We appreciate your 5-star rating.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年4月11日

Hello Phil,

Thank you for your excellent feedback! We are delighted to hear you had a great delivery experience. Looking forward to serving you again.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年4月2日

Hi Hock,

Thank you for your 5-star review! We are delighted to hear you found our service fast and our products of great value. Your satisfaction is our top priority, and we look forward to serving you again soon.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年4月2日

Hello!

We are deeply sorry to hear about your negative experience with your recent order. We understand your frustration regarding the delivery delays and the interaction you described. We sincerely apologise for the distress and inconvenience this has caused.

We acknowledge that your experience fell far short of the standards we strive to maintain. We are thoroughly investigating the delivery issues you described, including the communication breakdown and the handling of your order by our third-party transport partner.

As a business dealing with heavy products, we have to rely on third-party transporters for delivery. While we work closely with them, we understand we remain ultimately responsible for the customer experience. However, in the transportation of heavy goods, unforeseen circumstances can arise. While we strive for seamless delivery, last-mile situations are often beyond our direct control, resting with the driver and associated delivery staff. Even the transporter's local depot cannot always provide immediate assistance in such instances.

In this particular case, the order was placed on Wednesday, with the understanding that delivery would occur on Thursday. Unfortunately, due to a logistical issue beyond our immediate control, we had to reschedule the delivery for Friday. We promptly informed you of this change. However, it was again unfortunately delayed due to the driver's personal circumstances. We were then informed that the delivery would be completed on Monday morning as an AM delivery, and it was delivered as promised.

We would also like to remind you that it is industry-standard practice to schedule any tradespeople or builders only after receiving your order and confirming its quality. This is also stated within our Shipping & Delivery policy. This precaution helps to avoid potential costs associated with unforeseen delays or damages.

Furthermore, we wish to clarify that we directly import all our natural stone products. We have a long-standing history in the stone industry, with our promoters having family businesses in the Indian mining sector for over 40 years. This direct sourcing ensures the quality of our products and allows us to offer competitive prices.

Despite the experience you had to faced, we remain committed to resolving your concerns and ensuring your satisfaction. Therefore, we value your feedback and would like to address your concerns promptly.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年3月27日

Hi Ian,

Thank you for your wonderful feedback! We are delighted to hear that you are pleased with the quality and consistency of our stone products. Your satisfaction is our top priority, and we look forward to serving you again.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年3月31日

Hello James,

We sincerely apologise for the negative experience you had with your delivery. We understand your frustration regarding the unexpected charges and the difficulties you faced.

We are currently reviewing the circumstances of this particular case to understand why delivery was not completed on the initial attempt, considering checks should have been made to avoid delay in your delivery.

We are committed to addressing your concerns and would like to discuss this further with you.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年3月18日

Hi Jane,

Thank you for your kind words! We are delighted to hear that you appreciated our prompt delivery and the quality of our products. Your satisfaction is our top priority, and we look forward to serving you again in the future.

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年3月18日

Hello Pinder,

Thank you for your 5-star review! We are delighted to hear that you have consistently experienced great service, timely deliveries, and effective communication with us. Providing quality products at reasonable prices is our priority, and we are glad to have met your expectations.

We look forward to continuing to serve you.​

Kind regards,
Aarti, Founder

Stonewise (Formerly The Stonemart) からの回答

2025年3月14日

Hi Chistopher,

Thank you for your 5-star review and for highlighting our great service! We are thrilled to hear about your positive experience and look forward to serving you again.

Kind regards,
Aarti, Founder