Nustone Reviews

Name: Nustone
Rating: 4.10

4.1 Rating 131 Reviews

77 %

of reviewers recommend Nustone

Company Reviews

Metrics

Info

4.1

Based on 131 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 78%
Accurate And Undamaged Orders	Greater than 57%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour

About Nustone:

Trusted by the trade and budding DIYers across the UK, we are a one-stop-shop for quality exterior and interior Natural Stone Paving and Porcelain Paving.

We have come a long way since our humble beginnings back in 2007 and, with over 100,000 customers across the UK, we love to help create unique spaces! All members of our customer service management team hold years of experience in the homes and gardens industry, meaning that, when you choose Nustone, you’re dealing with professionals.

“Brilliant”, “helpful”, “polite”, “value for money”, “quality product” … We don’t want to toot our own horn but these are just a handful of phrases our customers have muttered that left a smile on our face! Here at Nustone, providing a quality product at competitive prices has always been a focus because a beautiful home doesn’t have to cost the earth!

Better Paving. Better Prices!

Visit Website

Phone:

1206 700 599

Email:

vinnie@nustone.co.uk

Location:

Dobbies Lane, Marks Tey, Essex
CO6 1EP

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Ashley

Jamie Hayward

Paul Smith

Anonymous

Anonymous // 01/01/2019

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“Really happy with the slabs we purchased,. They were delivered on time, and no damages. These were the cheapest we found that we wanted, and have really made a difference to our garden. Great Service, Great products.”

Helpful Report

Hi Louise, Thank you for your order with us! It's great to hear that we could provide you with the best price possible as well as great customer service. :) If there is anything else we can do for you, please don't hesitate to contact us again! You can reach us on 01206 700 599 or via email at support@nustone.co.uk. Kind regards, The Nustone Team

“Avoid NuStone—and if you do order, Protect Your Consumer Rights! ⚠️ Warning to all consumers: Always mark your delivery as DAMAGED, regardless of appearance, when accepting goods from NuStone. If you don’t, expect serious difficulties with returns and refunds. Thankfully I did mark my substandard sandstone slabs as damaged but despite this the whole return and refund process was laborious. Also ensure you check EVERY item sent within their timescale of 72-hrs, as my belief (supported by my experience and other reviews) is that in some cases they are knowingly supplying substandard goods and do not expect customers to follow their processes such that they end up having to keep the goods. In our case because I explicitly followed their processes I was able to secure a full refund, however not after spending significant time in the resolution process and encountering poor customer service in the process. Also, please be aware that NuStone operates against Consumer Rights by dismissing legitimate claims for faulty goods (there are plenty of other reviews that state this) and in my case, refusing to honour reasonable & legitimate compensation for the excessive time spent resolving the issue and additional costs incurred. They will also make false claims such that replacement goods will be checked and will be satisfactory; they were not, so we had to return them again. After a lengthy dispute, which remains unresolved, I’ve found their handling of my case to be evasive and unprofessional; I even escalated my concerns to the Managing Director who was dismissive and didn’t even take the time to understand my complaint properly before replying. In summary - make sure you know your rights under the Consumer Rights Act 2015 and pursue them vigorously to protect yourself from this company. Please also be aware of potential data breaches as highlighted by a TrustPilot reviewer.”

Helpful Report

“I did my research to find a supplier of mint fossil sandstone for our landscaping project. Nustone appeared to have good reviews but I obviously did not dig deep enough. I was contacted by the courier and I gave them information about the route to our new build. On the day of delivery we were notified that delivery had failed due to access issues. This was ridiculous, we are a new build, we’ve had so many deliveries including one being a kit house that required a crane. We’d also had multiple pallets of bricks. The courier and Nustone were extremely unhelpful and would not re attempt delivery. After lots of calls we had to collect the pallet ourself from a distribution centre. Out of 33 slabs, 2 were broken and another had a natural hole in it. We reported this and initially they refused to refund the 3 slabs because we had collected them but on threatening to claim through our credit card, they did refund for 3 slabs. We will not use Nustone again. We require many more pallets but will go elsewhere.”

Helpful Report

“Awful company. You only have 72 hours to check the goods, so if you have a large order and the weather is against you then you have no chance unless you fancy peeling wet cardboard from porcelain slabs in the pouring rain. I found many broken slabs once I started to work my way through the crates but Nustone simply weren’t interested. Avoid.”

Helpful Report

“Ordered 4 pallets and few slabs was damage. Customer service refused refund or replacement as there was lesss then 10 % of order.”

Helpful Report

“My first experience with Nustone and will not be using again or reccommding them to anyone. Looks like there is a pattern of damaged slabs being delivered. I ordered nearly £1000 of slabs, my contractor wasn't starting work until a couple of days after delivery. When unwrapped the wooden pallet was wrotten and collapsed breaking some slabs and damaging others. I sent photos to Nustone customer services who were so unhelpful and just said claims had to be made within 72hrs of delivery and unrealistically you should check the slabs before signing on delivery of goods. BEWARE this company do not look after their customers”

Helpful Report

“Beware the excessive restocking fees. Most online tile shops charge a 10-20% restocking fee whilst Nustone charge £200 per pallet, which can be closer to a 40% restocking fee.”

Helpful Report

“Pradeep. Was more than helpful. Perfect service”

Helpful Report

“Useless website and couple of items I put in my basket were showing free with my order but these guys started asking me for money by saying it was website glitch, so they asked me to pay extra for those items. Again I was short of slabs so I order same ones again with express delivery. Firstly delivery was delayed and then they sent me the wrong stuff. I reported it and they collect the wrong ones but delayed delivery of my original items. I guess nothing perfectly works in this company. The worst experience I had with gardening material company.”

Helpful Report

“New customer, claimed a £10 discount online but they were out of stock at the local depot for collection, spoke direct to the local depot and they honoured the online price but had to get it delivered, which we had to pay for, from Colchester, when arrived, went to collect with the agreed sum, but, they then no longer honoured the discount and also put the price up! very dishonest practices on pricing which would put me off using them again; cost and extra £40 which might not seem a lot but it is when you've agreed a price”

Helpful Report

“Beware of buying anything from Nustone! Do not waste your money buying from Nustone! We ordered several crates of sawn mint sandstone paving stones from Nustone back in August. When our builder started to unpack these he was extremely disappointed with the poor quality of stones and advised us that he had never seen such bad chips, breaks and stains in paving stones. He is highly experienced in this type of work and did not want to lay the pavers as it would reflect badly on his workmanship. Out of 175 paving stones we ordered - 199 of them had defects!! Nustone say on their website that they have a clear claims procedure. In reality, Nustone will only deal with you via email and you cannot get hold of anyone to speak to about it on the phone. Nustone do not answer emails despite follow up emails. Despite sending them clear photos of the defective stones at the beginning of September, it is now late October and noone has responded to our claim (apart from one email to ask if the stone cleaner they send worked - no funnily enough, it did not work on the deep set stains and does not fix broken stones). The only reason they replied to us at all was because we were forced to comment on their Instagram account as noone was communicating with us through normal channels. Nustone then deleted our comments off Instagram. Do not waste your money on Nustone!!”

Helpful Report

Hi, Thank you for your order with us and please accept our apologies for the issues you have had. There was some delay in the response until we had the authority from the named customer to speak to you regarding this and we can see that we have offered to collect the order and issue a full refund for you. We appreciate your patience in dealing with the matter and if the return is still required, please contact us directly on 01206 700 599 or support@nustone.co.uk to continue with this. Kind regards, The Nustone Team

“Great service and fast delivery”

Helpful Report

“Deliveries and quality of my orders are always first class as too is their customer service. Highly recommend”

Helpful Report

“I'd done a lot of research before 50sqm of paving including local suppliers. Nustone had great reviews, the product I wanted and delivered. Most importantly the price was spot on. Paving arrived, no issues and updated. No issues at all. Recommended.”

Helpful Report

“Having spoken to the sales team I received a good deal for 2 pallets of Kandla Grey Indian stone, which were delivered by express delivery to the address I was working at. The delivery driver was very helpful and put the pallets where I wanted them. Although it was difficult to check at the time to see if anything was wrong with them, there proved to be no issues and the stone was a good quality and uniform thickness. In the pallets that I received there were no broken slabs at all. I was very pleased with my purchase.”

Helpful Report

“This has got to be the worst company i have ever dealt with. I ordered 3 pallets of sandstone that took far longer to deliver than expected, then more delays as they apparently forgot to send some of them out. when they arrived some were broken in 2 and more than half had large chips and or pot marks all over them. These were honed slabs for a square pation in 4 sizes. When i reported this their reply was to say chips were acceptable and would some how dissapear when pointed and the broken ones could be used as offcuts. I have been in the trade for years and have never known any company take this stance before. I told them to have them all collected to which they said there would be a restocking fee, so in other words they would sell them again to someone else. and if even 1 more was damaged sending them back they would charge me £200. Talk about double standards. Anyway My bank and possibly the courts will deal with them now. I am hoping that people reading this will have a google search for better companies that are out there.”

Helpful Report

“Some items came damaged, but Nustone resolved the issue”

Helpful Report

“Was meant to have 2 packs of slabs delivered last Friday only 1 turned up emailed tried calling had no contact from anybody”

Helpful Report

Hi Gary, Thank you for your order with us and for your patience with the delay. It seems that part of your order was held up within the pallet network and this took a few days to locate and rectify but we are pleased to see that they could get this done for you. We apologise that you were unable to reach us and have since expanded our team in order to be able to take more enquires and improve the level of customer service support that we offer. We hope that the project went well once the goods were with you and if there is ever anything else that we can do to help, we would be keen to restore your faith in us. Kind regards, The Nustone Team

“Don't bother with this set of cowboys. For the minimum money you save, the hassle just isn't worth it. They subcontract everything out, manufacturing, packaging, delivery and don't actually have a clue what's going on and really couldn't care less about the customer experience. We paid extra for a specific delivery date, yet still don't have our delivery a week after we should have, and the 'manager' has no idea where it is and can't get hold of the delivery company. His advise? "Just sit on your hands"....eh?! I have stayed home for 3 separate days that they promised delivery so far. We'll be cancelling the order and will have wasted 2 weeks of our time in the process.”

Helpful Report

Hi Craig, Please accept our apologies for the delay with your order. We work with a third-party courier to offer deliveries through the pallet network and rely on the information that they provide in order to keep you up to date. It seems on this occasion that there was some confusion surrounding your order and we apologise for this. Typically, our couriers are very reliable and have a high success rate in meeting delivery deadlines, however, unforeseen circumstances can arise along the way and we always aim to have things resolved as quickly as possible. We look forward to offering delivery using our own vehicles very soon in order to help improve the experience for our customers and we appreciate your patience whilst the matter was being resolved. If there is anything that we can assist with, please don't hesitate to contact us directly at support@nustone.co.uk with your order details. We would be happy to help and are keen to restore your faith in us. Kind regards, The Nustone Team

“Terrible customer service £980 worth of Indian paving stones ordered. I wasn't told they were to be delivered on the Wednesday until they were outside my home and was at work. After a phone call , I was told the two pallets had been split and were to be delivered separately. I said this wasn't an option and would accept the full order I called to see when it woykd be delivered. Thursday...wonderful. the driver was great. He placed the flags close to where I needed them. Took a photo and drove off! My builder then began to remove the flags, instantly he coykdvtell after removing the initial flag that there was major damage to 8 flags. I called nustone within 5 minutes. I was asked to take photos and send, which I did. I then had an email saying that they would take this no further as I had not signed to say they were damaged! The driver dropped and left AND the damage could not be seen until the initial flags were moved. I called again and was told that the details would be sent again to the claims team. I am still waiting. I paid Nustone for 30m2 of flagstones. I have not recieved my order and their customer service is disgracefull. I will await another email. In the mean time Nustone ...look into your delivery provider! And look after your customers.”

Helpful Report

Hi Jo, Thank you for your order with us and please accept our apologies for the confusion with the delivery and that a few of the slabs arrived damaged. We do everything we can to pack the goods as safely as possible for delivery but some damage can occur in transit and we have a simple policy to cover our customers in this situation. We are pleased to have been able to offer you some replacement slabs on this occasion as a gesture of goodwill for the original confusion regarding the delivery and we hope that the project turned out just as planned. If there is ever anything that we can be of assistance with in the future, please don't hesitate to ask. We are always happy to help. Kind regards, The Nustone Team

“Initial delivery and payment was ok, however some slabs were damaged.. emailed and rang several times with no response. Quick enough to take your money but forget trying to resolve any issues you may have.. disappointing.”

Helpful Report

Nustone is rated 4.1 based on 131 reviews