stonesaver.co.uk

This is by far the worst company I have…

****MY REPLY TO STONE SAVER AND WARNING TO CUSTOMERS*****Thank you for your response. Unfortunately, it does not address the fundamental issue raised in my review, which is misleading presentation and lack of transparency at the point of purchase.While you state that your website provides “standard kerbside delivery,” this information is not made sufficiently clear or prominent during the checkout process, particularly for large multi-pallet orders such as mine. Critical delivery limitations are only discoverable after navigating away from the ordering journey or after payment has been made, which is not acceptable from a consumer-protection or best-practice standpoint.Key points you have not addressed:1. No mandatory prompt at checkoutAt no stage during checkout was I required to confirm driveway type or access constraints. For an order of this size, that omission is significant.2. “Order notes” are not explainedThere is no clear explanation that failing to include specific driveway information could materially affect delivery. A reasonable customer would not understand that this free-text field carries such operational importance.3. Disclosure after purchase is not adequateReferencing a tracking email issued after the order was placed does not resolve the issue. Essential delivery limitations must be disclosed before payment is taken, not retrospectively.4. Industry norms ignored for bulk ordersAs a property developer ordering four pallets, it is entirely reasonable and common industry practice to expect that mechanical offload would either be:o automatically applied, oro clearly flagged as excluded during checkoutMany reputable suppliers do this as standard. Your website does not.5. Misleading by implicationWhile information may technically exist elsewhere on your site, it is not presented at the decision point. This creates a misleading customer journey by implying suitability for bulk professional orders without making delivery constraints clear.Why this mattersFrom a consumer perspective, the website creates a false sense of certainty around delivery suitability for large orders. Had the limitations been clearly and prominently disclosed during checkout, I would have made a different decision.That is the core issue not the capability of pallet trucks, and not whether an email was sent later.Final positionI maintain that the website, as currently designed, is misleading by omission and does not meet the standard expected of a professional supplier serving trade and developer customers.I will not be using your company again and will be advising other developers in my network to avoid doing so unless delivery terms are made explicit at checkout.I strongly recommend a full review of your checkout flow, including mandatory access questions and clear delivery method disclosures, to prevent future customers experiencing the same issue.*MY ACTUAL REVIEW BELOW**** This is by far the worst company I have ever made a purchase from. I ordered porcelain tiles and the company chose to use The Pallet Network Limited for delivery. I ordered four pallets of porcelain tiles, and on delivery the driver informed me that he was not allowed to deliver onto my driveway, only outside my driveway gate on the road.This is completely unacceptable. I explained that I had previously received deliveries where drivers had no issue driving onto the driveway, but this was ignored. As a result, I was left having to manually move over 150 pieces of heavy porcelain tiles myself, despite having paid for delivery.Buyers need to be aware: if you order from this company, your delivery will be left on the road, not on your driveway, regardless of access. The service provided by their delivery partner is extremely poor, and I will not be using this company again.

Date of experience: Jan 21, 2026