“I placed an order with Stone & Garden Company for goods totalling over £300.00. Soon after placing my order, I realised I would not need one item (polar white stones) and called them to ask if it were possible to cancel this part. Unfortunately, I was told the shipment had already gone and it was too late. Fortunately, I have a large garden and decided I could easily adjust the design and use them anyway.
When my order arrived, the pebbles I received were covered in mud, the ton of bark I received was in one jumbo bag and nowhere near the weight advertised at the time and it was evident that the polar white stones I received were substandard grey ones.
I contacted them almost immediately and asked to return the polar white stones. AND THE SAGA BEGINS. I and was asked to send photos and for comparison I sent a photo of a sample of the existing 2 tons of polar white stones I had purchased online from Decorative Aggregates and the individual sacks I had purchased locally from B&M and B&Q alongside a sample of their stones. I also discussed the lack of bark and the dirty pebbles; the former they agreed to collect from me and the latter, I agreed to keep.
When I called regarding the photograph of the polar white stones, I was informed the colour of stones differed between quarries which surprised me as I had already purchased from 3 different sources and all of them were white except these. I was told that irrespective, I would have to pay another £50 + VAT (on top of the £119 already paid for the inferior product they sent me) before they would collect them.
I tried to negotiate with them offering to pay £25 towards the cost of collection but they would not budge, neither would they pick them up alongside the bark.
A third party contacted the company on my behalf and a representative of Stone & Garden Company claimed I had put the stones down and lifted them back up which made them grey. A great trick for me to achieve in less than an hour especially as I am disabled!!!
Obviously, I would never order from this company again; neither would I advise anyone else to do so.
Thank goodness I paid on my credit card and received a full refund.”
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