Stone Traders Opiniões 

Resposta da Stone Traders

Actualizada a 5/02/2025

Hi Jill

I am sorry to learn that you are unhappy with your recent experience. We fully appreciate and take on board your concerns and frustrations regarding the delivery of your Indian sandstone.

I would like to address a few points to clarify the situation, following our telephone conversation yesterday afternoon.

As soon as we received your order, it was immediately dispatched for delivery via the pallet network, and an attempt was promptly made to delivery your Indian sandstone. Upon arrival to the narrow, single track lane where your home is located, the delivery driver immediately realised there are access and turning restrictions, resulting in a failure to deliver your order.

Without hesitation, we covered the cost of the second delivery. We did not consider asking you to pay or contribute towards the cost, even though the initial failure to deliver was to due restrictive access to your home. When ordering online, we find almost all of our customers notify us, via the dedicated field, should they live in a location with restrictive access, such as your narrow, single-track lane. At which point, we will always discuss all other possible options, of which there are many, for delivering, depending on the individual merits of access to the property/site.

On this occasion, we discussed the possibility of supplying a suitable and appropriate sized vehicle for the delivery, loading the paving slabs into smaller pallets and utilising a manual pallet truck. We even offer deliveries by Stone Traders employees who will manually unload the vehicle and hand drop to your specified location within the property.

All of these options and more were proposed to Richard, however I understand Richard was polite, but adamant that the delivery must be the next day, and that the driver was to leave the Indian sandstone slabs at the top of the narrow lane. Despite our best advice, we of course accepted your clear instructions. This urgency was not due to a need to lay the paving slabs that day, as when we spoke over the telephone only yesterday, you mentioned the slabs are of a high quality, but you intend to inspect them further once you are ready to have them laid.

You also mentioned that despite your frustration with the delivery, your overall experience with Stone Traders is worth 5-stars. You requested an apology from the third party delivery company and to be financially compensated. As promised, I spoke with the local courier and given the access restrictions, they felt they did all that they could to successfully complete your delivery. They apologised that they were unsuccessful in their attempt, and we are passing that apology on to you. However, they felt compensation is not due to you as the failure to initially deliver was due to restrictive access to your property. If access was possible, of course, they would have made the delivery.

I believe it is worth noting we have 100s of 5-star reviews from other Stone Trader’s customer, reflecting the positive experiences of countless customers. We strive to provide high-quality natural stone and porcelain paving, together with a first-rate service, which includes delivery, and on the rare occasion we fall short, we always do everything we can, promptly, to make it right. On this occasion, we were not successful. For this, I sincerely apologise.

I understand that this situation has caused you frustration, and we never want our customers to feel this way. Given the Trustpilot reviews you have left for other companies ALL relate to deliveries, I would therefore like to politely suggest notifying any future deliveries, which require a vehicle larger than a van, that the lane you reside in is a narrow, single track lane, and an appropriate vehicle must be supplied to successfully complete the delivery.

We are glad that you were pleased with the Raj Blend Indian Sandstone and thank you for taking the time to leave some feedback.

Stone Traders

Resposta da Stone Traders

28/01/2025

Hi Mike

Thank you for taking the time to review our company, it is very much appreciated. We are glad you have been happy with your purchase & the journey you had doing so. Hope to see you again in the future.

Karen Taylor
Office Manager
karen@stonetraders.co.uk

Resposta da Stone Traders

28/01/2025

Thank you Steve for your review, we are happy you have had a good experience with us.

Karen Taylor
Manager
karen@stonetraders.co.uk

Resposta da Stone Traders

28/01/2025

Hi Mr Walton

Thank you for taking the time to review our company. I'm sure this review will help any new customers to see that we are doing a good job & they will be safe ordering the right product with us. We are glad you were happy with everything & hope to see you again.

Regards

Karen Taylor
Manager
karen@stonetraders.co.uk

Resposta da Stone Traders

26/10/2024

Dear customer

We are happy that you have a good service & pleased with your product.

Regards

Karen Taylor
Office Manager
karen@stonetraders.co.uk

Resposta da Stone Traders

26/10/2024

Hi Laurence
We appreciate your feedback & thank you for your review today. We hope you come back again.

Regards

Karen Taylor
Office Manager
karen@stonetraders.co.uk

Resposta da Stone Traders

26/10/2024

Dear Customer

Thank you for taking the time to review our company. We are happy you had a good experience with us & returned to use us again.
Very much appreciated.

Regards

Karen Taylor
Office Manager
karen@stonetraders.co.uk