Name: Stone Deals
Rating: 4.65

“Bought the Brazilian black slate "calibrated" slate hexagonal tiles. Genuinely the worst quality of tiles I have ever used each side was a different measurement making the tiling near on impossible. Incredibly badly cut, would not recommend.”

Helpful Report

Posted 5 months ago

Hello Jamie, we always appreciate customer feedback and in no way will we ever state that a product will never have any defects however, we have provided many hundreds of square meters of our Brazilian Hexagon range to our customer since it has been introduced and your review is the first reporting of any defects we have had of this range. We only feel that we have not been given the opportunity by you to deal with your complaint and do our best to ensure you are totally satisfied with your order from us. Can we kindly request that you provide any supporting photos you may have in regards to your complaint and we will certainly investigate this with the manufacturers and our suppliers. With regards

Posted 5 months ago

“Bad experience twice on one order. We had issues with the first delivery due to very poor communication which delayed it by Weeks. We then had to order more tiles and they delivered a pallet load that were wrong, the lady on the phone suggested I could drive 1 hour and 15mins to their supplier to swap them over (no mention of returning the £40 delivery) which we refused. They then organised the supplier to drop off the new tiles which were supposed to be identical ie same batch. I had a very short time to inspect them but they visually matched. We then went to use them a week later and they should have been 600x600 mm instead they were all 610x610 mm We had no option but to hire a huge wet cut tile cutter at the cost of £60 and had to cut all 12 thick tiles down which took our installer 3 hours so we had to pay him. The only other option was to wait weeks and hope the right size would be sent Totally ruined our project and cost us close to £150 for Stone Deals mistakes”

Helpful Report

Posted 5 months ago

Hello Paul We are sorry you felt the need to leave a negative review after nearly 6 months of placing your order with us, as we believe we have taken all the necessary steps to ensure your satisfaction with your order with us following the delay in dispatch and the error in item finish. As you were made aware at the time in April due to a web error, your web order had not reached our office system for processing, and you were also respectfully and apologetically informed that the small delay caused in dispatching your order was only due to us awaiting your response to our possible site restrictions information request e-mail sent to you, as often, unreported site access restrictions can result in failed deliveries which hauliers then apply a re-delivery charge before reattempting the order delivery. We were simply taking the necessary steps to avoid any possible additional charges to you. We admit and offer our sincere apology again that the manually created order, due to staff error, had the wrong finish of the item you ordered, we offered our sincere apologies at the time and arranged a swap for the correct finish of the item at the earliest possible time for you and only had suggested a collection from the warehouse as an alternative option for you. In regards to your size complaint about the item you have received. Your first order was placed with us back in September of 2020, your next order was placed in April 2023, manufacturers do on occasion change their sizing for their items which then becomes the new market standard for that item, over which we have no control. Your 2nd order was placed through our website for this item, where the size of the item 610 x 610 is stated and clearly visible, this is an item you added to your basket before any payment was processed by you. You also received your order confirmation e-mail after your payment which again clearly shows the size of the item you have placed the order for, at no point during any of our discussions regarding your order did you highlight your query in regards to then, the current size of this item and your requirement for the older size of 600 x 600 of the item therefore, respectfully, we can not be held responsible for any cutting on-site that was required for you to try and match size of tiles you have purchased from us over 2 and a half years ago. With sincere regards

Posted 5 months ago

“We ordered tiles 9 weeks ago. The timescale on website for pout of stock items is 4 - 8 weeks. Today they told us we should maybe pick another tile as they have no idea when the tiles we ordered are gonna arrive. I don't understand how they don't seem to have a communication with the warehouse they receive stock from. As a company they don't reply to emails and even when speaking on the phone they don't have a clue about when stock is arriving and any promise to call with an update is quickly forgotten. Avoid is my advice as this is causing a lot of extra stress in planning to renovate the bathroom as we cant book anything in and we keep having to shift deadlines. I would recommend a company with better customer service”

Helpful Report

Posted 7 months ago

Dear Ms Boualaxai Our apologies for any delay in receiving items back in stock however, we always inform our customers at the time of placing an "awaiting stock" order that expected times for items can vary and delays are always possible. Unfortunately, importing goods from other countries can be delayed at any point during manufacturing, hauliers, shipping and warehouse arrival, on rare occasions we ourselves are not informed of delays until a few days prior to the estimated arrival date. I will personally look into your comment regarding e-mail responses as we always aim to provide the most recent information regarding stock arrival as soon as we have new information. With your comment of "don't have a clue" If you are referring to our sales team not being able to provide you with a date of arrival on an item due to us not being given dates by the manufacturers, with respect please kindly note that our sales team are trained NOT to mislead our customers with made up dates for stock arrival and only provide dates that we ourselves are provided with by the manufacturers, shipping companies and hauliers. Stay safe and well.

Posted 7 months ago

“I had to cancel one delivery, before I got it to my house. The delivery cost was 87 pounds. As the delivery was already sent from the warehouse to the delivery company, I understand there were some delivery costs. But they charged me not only the full 87 pounds of the delivery, but also another 87 to move the tiles back to the warehouse. So, I paid 450 pounds, I canceled the order before it was delivery to my address, and they charged me 174 pounds. It is an abuse, really.”

Helpful Report

Posted 10 months ago

Dear Mr Duberti We can understand your frustration however, the charges had been informed to you before you instructed us to cancel and return your order that was already shipped using a 3rd party haulier. On any occasion if an order is cancelled, we take into consideration the reason for cancellation and where possible, though we are still charged by the hauliers, we do not deduct the returns charge from a refund however, on this occasion, it was yourselves simply cancelling an order for reasons that did not involve our services or your items being shipped to you, but for on-site issues. We hope you can appreciate Mr Duberti that not only we are charged for the services the hauliers provide us with for our customers, but the items you have returned are also extremely fragile items that are at risk of being damaged during any part of the haulage process, and more often than not, when such items are being moved around for many more days within the pallet track haulage system for cancelled orders whilst being uplifted and set down many more number of times before being received back at our warehouse, we do often receive pallets with many number of damaged items, although we do not think such damages should be deducted from a customer refund in this case, we also do not think it is fair on us as the supplying company to take on board the haulage charges for an order that was cancelled for reasons beyond our control. We hope again this confirms the reasons for the charges to you Mr Duberti. With regards

Posted 10 months ago

“Waited 15 days for sample tile to arrive eventually cancelled order. Couldn't take a chance to order tiles and then having to wait for months for delivery.”

Helpful Report

Posted 11 months ago

Dear Yvonne, first of all, thank you for your interest in our product. We use Royal Mail for all our sample orders, therefore, heavily rely on the level of service they are able to provide. We would also kindly like to highlight that you had placed your sample order just prior to the long Easter weekend, with the processing of a backlog of 4 days of samples after the break, this sometimes can mean a slight delay with a few of our sample orders by Royal Mail. As we are sure you will be aware, we do not use Royal Mail to deliver pallet orders and use a specialist 3rd party haulier that honours our 3-5 working days promise for economies and the next working day for next-day orders received before our cut-off time for on the day shipping. With regards

Posted 11 months ago

“I still haven’t received 2 samples that were ordered about 2 weeks ago”

Helpful Report

Posted 11 months ago

Dear Mr Young, we are sorry that you have not received your samples yet, we use Royal Mail for all our sample orders and rely on Royal Mail to make our samples deliveries within the guided period, however, on rare occasions, sample deliveries can be slightly delayed and even more rare occasions sometimes even get lost in the post. For delayed sample deliveries, we hope that our customers do contact us so that we can enquire about the progress of the sample delivery with Royal Mail, and even maybe resend the requested samples if required.

Posted 11 months ago

“Very poor qualitymarble. no reply to emails.”

Helpful Report

Posted 1 year ago

Dear Mr Karza, you sent in your e-mail on bank holiday Monday the 10th, our offices commenced work on Tuesday the 11th, and you were sent an e-mail reply on Wednesday the 12th providing you with our returns procedures. We would like to take this opportunity to remind you that the so-called defect you mentioned in your e-mail is a natural occurrence of the stone you have purchased, natural veining and patterns on such items can not be dictated or designed by suppliers like us or manufacturers as they would be for man-made porcelain materials.

Posted 1 year ago

“Had a very bad experience with this company. Everything was going fine until I had a problem tried to resolve the problem by calling customer service. They didn’t want to know blaming someone else when I kept on asking they got Tom to call me. He was very aggressive argumentative told me there’s nothing he could do and said that’s the end of the matter fill totally ripped off would never recommend this company you’ve been warned remember Tom recommendations and return business is good for business will use reputable tile company. Next time I will not have all this stress.”

Helpful Report

Posted 1 year ago

We have had a very strange experience with the customer. The customer ordered 2 boxes on our website including the pallet service delivery charge with no hidden costs. When the delivery arrived to site, because the order was only 2 boxes, the driver took these 2 boxes himself and delivered to the customer's house by hand, thinking that it would be a good gesture. However, we received phone call after delivery, with the customer arguing, because the goods were not delivered on pallet as ordered, we have not provided the service and he threatened us with calling his bank for a chargeback. It seems like the customer was not happy with the delivery charge for 2 boxes, but he could have always arranged his own collection from our warehouse.

Posted 1 year ago

“Ordered tiles next day delivery at high additional cost, tiles did not arrive until day later. Was told that delivery would be refunded but no refund has been sent. Absolute scam company, claim it is not their fault but blame haulage firm.”

Helpful Report

Posted 1 year ago

Dear Mr Clarke It is unfortunate that your delivery was delayed with the 3rd party hauliers due to circumstances beyond our control, we have also apologised on behalf of the hauliers when dealing with the delay for you and agreed on a refund for the next day part of your delivery charge and only apply the economy delivery charge for the 3-5 working day service for an order received on the 2nd day of dispatch. As you are already aware Mr Clarke, all of the evidence had been provided to PayPal for the case you had opened regarding this unfortunate delay with your order delivery where you requested a full refund of your delivery charge for an order which was delivered to you within a day delay, with the case being awarded in our favour by PayPal, we are, however, happy to still refund you the difference for the next day part of your delivery charge. Again, please accept our sincere apologies for the delay and your refund for the next day part of your delivery charge has been processed for you. With regards,

Posted 1 year ago

“I placed an order for samples on 28/9 and by 26/10 they still haven't arrived. I have contacted the company numerous times and received placatory replies. It doesn't inspire confidence as to delivery if I put an order through. They look like beautiful tiles but it looks like I'm going to have to go elsewhere if I can't even receive some samples with 4 weeks. Very disappointed.”

Helpful Report

Posted 1 year ago

Hello Ms Rowland We hope you now have received your samples via a courier service. Unfortunately, we could not track your sample order via Royal Mail as they seem to be heavily effected by their recent strike actions. Again, our apologies. With regards

Posted 1 year ago

“Customer service was very good. I ordeeed a sample of the carrara marble erringbone mosaic and was disappointed with the quality of the product.”

Helpful Report

Posted 1 year ago

Dear Customer, Thank you for your review, can you please advise what is wrong with the quality of the sample tile, as the herringbone mosaic you have mentioned in your review is one of our best selling materials.

Posted 1 year ago

“Well, considering I emailed for information about one of your products THREE times, and never got a reply...”

Helpful Report

Posted 1 year ago

Hi We have checked our emails and you sent us a query about delivery charges on 02/08/2022 10:28 AM We sent reply back on: Aug 2, 2022 at 10:49 AM And finally you emailed us on: 2 Aug 2022 10:57 AM We don't agree with your comments that you never got a reply. Please see above. For those reading this review, the customer wants to buy £100 worth of tiles and is not happy with the delivery charges. For the delivery charges, they are what they are and it is a service that we have to charge to keep our prices so low.

Posted 1 year ago

“Poor review as when I contacted them to explain I wasn’t happy with quality and lots of tiles had blade cuts on the face where I provided pics they ignored my complaint and just relayed I had to pay to return products Not impressed with service”

Helpful Report

Posted 1 year ago

Dear Customer, Many thanks for your order & review. In regards to this issue, we are re-sending our original reply which explains why this stone has more holes and variation than usual: "We understand you are dissatisfied with the items delivered to you, please kindly find attached image of the Antique Travertine Tile which we have done our best to represent the stone on our website, if you scroll through you can see the extensive air pockets and patterns and cuts on the stone, these are natural parts of the stone. We call it antique classic, which reflects on its pricing of the tile. However, if you check the Ivory Tumbled tiles you can see they are a premium range with less air pockets". If you have any more queries, please do not hesitate to contact us.

Posted 1 year ago

“Lots of damaged tiles in the delivery, they constantly trying to push the responsibility to the courier, but in reality it’s their fault. The refund process is slow and not responsive, still no words from them after sending them the photo proof. The tiles are thinner than usual, hence more prone to crack, and that’s why they are cheap. Quality are average.”

Helpful Report

Posted 2 years ago

Hi, Thank you again for your order with us. Natural stones are very fragile items and unfortunately during the haulage process damages can sometimes occur, we do our best to then handle all cases as swiftly as possible. Your order included 129 tiles of which 4 was reported damaged to us on arrival, however, your statement that there were "lots of damaged tiles on delivery" we feel is not an accurate statement in this case. Your full refund for the 4 damaged tiles was agreed and has already been processed. All our items are accurately described on our website and you have received the described tile with the measurements of both size and thickness with the industry standard tolerance in any variation therefore, your tiles on your order were as thin/thick as described on our website.

Posted 2 years ago

“I ordered white Carrara marble tiles for my hallway as well as some basket weave tiles. The whole experience has been a nightmare. Firstly I was told my order could not be delivered to my house , even tho I paid £70 for delivery. After many phone calls I had to get it delivered to a nearby address and transport the tiles myself. The company suggested it was due to overhanging trees on my road, where the lorry would be too large. This was odd as if this was the case, they could provide a smaller van, as with other deliveries as I only ordered around 10 sqm. The tiles arrived and I have noticed the tiles are cracked in many places , I rang them and spoke to Faye. I have been told I should have told the delivery driver to wait and checked each tile on the pallet ( the driver didn’t even get a signature and drove off dumping the heavy pallet on my driveway). I have now been told I can get a replacement for the damaged tiles if I pay delivery. No refund for them, no suggestion they will pay for delivery. Please go elsewhere”

Helpful Report

Posted 2 years ago

"Dear Ms Kaur, we thank you again for your order with us. We would kindly like to remind you that upon checking your initial delivery address, we respectfully informed yourself that the third party haulier driver will not go into your lane due to over hanging trees, we then offered yourself a full refund for your order as these kind of driver decisions is out of our control. The delivery address change was requested by yourself and not a suggestion by us. In regards to damage reporting, we did kindly explain before dispatching your order that hauliers do not (understandably) take responsibility for any damages after they leave any delivery site, this is because of the highly fragile nature of the items being delivered and it can not be determined by them that the damages occurred during the delivery process and not after delivery when being handled therefore, they do apply delivery charges for the replacements, which was agreed to be sent out to yourself free of charge even though we will not be able to put in a claim for them ourselves."

Posted 2 years ago

“Stone slab at bottom of pallet arrived cracked. Very thin compressible material between each layer so a breakage was not surprising. Delivery driver left pallet on pavement and walked off without getting signature. I was informed that as the damage was not mentioned on the delivery note I should take it from the 10% extra I was advised to order for "trimming and breakages". I expected 100% of the order to arrive. Not impressed and will go elsewhere next time. I do not recommend this company nor their automated customer service.”

Helpful Report

Posted 2 years ago

Dear Customer, We are again sorry that you have received 1 damaged tile within your order. Regardless of how well we package all our orders, unfortunately due to the highly fragile nature of natural stones, damages do sometimes occur during the haulage process. In such cases where the damaged number of items are so small which does not affect the actual installations, we do offer a refund, which was also the case here, this is something you have not mentioned in your review. You will receive your full refund for the damaged tile back into the payment method used to pay for your order. For any questions, please do not hesitate to contact us.

Posted 2 years ago

“sent wrong items”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for your review. After checking photos, we are certain that the correct items have been shipped. Please get in touch with us with more information.

Posted 3 years ago

“I was left rather shocked by the lack of business acumen, professionalism and customer care when dealing with this company. I was interested in placing a rather large order and was advised, after calling, to send an email with my requirements. I also inquired whether discounts would be available and I was assured that would be the case after checking with their third party suppliers. I dutifully sent my email and waited. I promptly received an automated email saying that the covid crisis does not affect their service levels. After 4 days of silence, I asked again and received a response requesting more information. I promptly responded and waited again. After 10 days, I had to chase again and finally received a quote, immediately after my email. The quote was for 50p less per sq metre plus a whopping £200 delivery charge. So, after having been made to wait for 10 days, I received a discount of some £60 for some 120 sq metres compared to the website and a £200 delivery charge which is not stated on the website. By getting in touch with them I lost 10 days and had to pay an extra £140 compared to my assessment via the website. I cannot accept that I wasted 10 days and that literally nothing happened without my chasing. Also, if no discounts are available, why not say that on the initial call? If this is the discount that every customer gets (as I was told on the final call), why not say that on the initial call? If covid affects the service levels (as I was told on the last call), why send an automated message saying it does not? The person I dealt with (Faye) was also disrespectful, uncaring, unfriendly and lacking any sort of enthusiasm, which I do not expect from a specialist tiling company. I was also told that my business is not required, they still receive plenty of orders. Never ever have I had such a ridiculous interaction with any company I dealt with. Never have I had to literally slam the phone down. Horrid. If I have to crawl to Italy and chisel the marble with my bare hands, I will never order from or recommend this company. Also, as a minor aside, all samples I ever received were pretty much crumbled to dust.”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for your review. We have taken your comments very seriously and spoken to the relevant team in regards to what may have possibly gone wrong that led to this poor review. As all the other companies around the world, we are also trying to adapt to the new normal and trying our best in terms of quality of products & level of service we provide. The sales team has confirmed that their intention has never been treat anyone disrespectfully, although sometimes due to work load & conditions, there may be miscommunications and misunderstandings between parties. If we have fell short on our service levels or if our actions led to any misunderstandings, we do apologise and will make sure not to repeat these again.

Posted 3 years ago

“i would i gave this -5 really bad service they delivered my items and had 3 boxes missing of tiled phoned them on tuesday, wednesday and thursday and they said they still looking into it cost me more money as the tiler is working and is going to finish the job today as it would have delayed my work waiting for this company to get back to me. really poor DO NOT USE THEM”

Helpful Report

Posted 3 years ago

Dear customer, Thank you for your feedback. The number of missing boxes were reported after 8 days of delivery. After our investigation we have concluded that correct number of boxes were delivered. We have spoken to the delivery driver, who handed the boxes himself, checked the photos of the goods prior to dispatch which shows the correct number of boxes. Stock levels are also what they should be. We have now concluded that the correct number of boxes was sent and delivered to yourselves and think that a possible misplacement of the 3 boxes mentioned is the more probable reason for your concern in regards to the missing boxes.

Posted 3 years ago

“Recently placed order for current project. Transaction went through and money taken from account. Builder contacted and booked to fit patio in light of pending order. We were then contacted 4days later to say tiles not available. No goodwill offer inspite of my cost of rebooking a builder and unsatisfactory response with regard to £650 deduction from my account with no available product! Shocking procedure!”

Helpful Report

Posted 6 years ago

Customer placed an order with us on our website on Thursday 29th March 2018 around 9.00pm, while we were closed until Tuesday morning for Easter Break. The customer apparently booked builders even though the stock info on our website displayed as "Low Stock". On Tuesday morning, we advised the customer that the product is not enough for the order as it is low in stock, offered alternatives however customer requested unreasonable compensation and discount requests for more expensive products, which we could not accept. Finally a full refund has been initiated today. We always advise our customers not to book any builders until the goods are delivered to their door. We are publicly replying to this review, as it does not reflect on our services in a fair way.

Posted 6 years ago


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

Stone Deals Reviews