www.stone4life.co.uk

I contacted this company via their…website and email

I contacted this company via their website. I was told the complete the online form to arrange a visit to the showroom. Nothing happened. I called they said oh no you just show up once you have called us to notify but can you send email of requirments and photo. I arranged a meeting and sent email requestedWent to showroom at appointed time - and no one knew about me or my project. I asked about stone, timings and cost. I was told a couple of days before required give us a call, will be templated and stone delivered couple of days later. Wow impressive!! Called to be told no no no - it is a 5 days, unfortunately builder called in sick - they said this caused them delays- however, no template done, only appt booked - anyway - asked to book appt then told a week. template done - templater said 7 to 14 days - when I challenged that they said well that is what it is. I then got an invoice where it is stated pay 72 hours before fitting or risk installation being cancelled - I had a phone call BEFORE the invoice to say they were coming the next day, despite asking for a little notice. I got 3 calls about the payment - 2 on the evening before and one on the day of the arrival - one was not very polite - insisting I pay immediately but I was not at home so this could not be done. The call on the day of fitting, person sounded interested in all the misinformation and apologetic and said she would forward my issues to the management but could I pay ahahahahYes - I paid.Stone arrived. it is ok Would I recommend this company - probably not admin is chaotic, you get conflicting information. All this made worse as I had builder issues, not this companies fault - but they must surely face issues in projects large or small. Very disappointing that from the get go I was never told the same information on delivery, timings, payment - fortunately the stone appears good. I dont know but perhaps they are better at large projects. Price is ok for the quality - just all felt - a bit superficial and chaotic on the customer service side. With different information each time I contacted them - and appointments for installation preceeding payment arrangements which became a real issue and I got nagged - which really leaves a nasty taste - I pay for all goods and services if they are executed as promised, the company made the mistake making the appointment before sending terms and conditions and request for payment which became awful - need to get admin sorted, wording on quotation and invoice could be less aggressive but as I said stone is good, price is acceptable. If you are using this company, get everything in writing and check dates, timings and be aware on small projects there is no flexibility and if you make changes subsequent delays will be on your shoulders, despite the fact that delay is linked only to templating as that and preparation are two different activities and will depend on how busy they are not whether you changed the date. Overall - stone and price ok customer service, precision of information and follow up very poor with a strong focus on you getting the invoice paid which comes across as quite aggressive - they need to get these in the correct order. Follow up on complaints which they didnt once I had paid - SILENCE! Disappointing on that side of things and create frustration as customer is blamed

Date of experience: Aug 01, 2023