Stone & Garden Direct Reviews

Name: Stone & Garden Direct
Address: Altico Garden Products Ltd, Holme Wood Lane, Armthorpe, Doncaster
Rating: 4.62

4.6 Rating 917 Reviews

91 %

of reviewers recommend Stone & Garden Direct

4.6

Based on 917 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Phone:

01302354500

Email:

sales@stoneandgardendirect.com

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Stone & Garden Direct 5 star review on 20th April 2024

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The driver destroyed a grass verge.”

Helpful Report

Posted 6 years ago

“Waited in all day for delivery which did not turn up. I had to phone the haulage company myself to be told that the driver had run out of driving hours. Promised the next day delivery between 11 and 1 and had to wait until 2.15”

Helpful Report

Posted 6 years ago

Good afternoon Thank you for your feedback. All feedback is important to us and is taken on board to make our service a better service. Apologies for any inconvenience this may have caused. I have spoken to our delivery company and we are working hard alongside each other to reduce the risk of this happen in the future. Kind regards, The Stone and Garden Company

Posted 6 years ago

“The slate I purchased was just what I wanted, however your delivery leaves a lot to be desired. as the primary supplier the responsibility is yours to ensure I get my goods on the specified delivery day. I wasted a complete day waiting for the carrier to deliver my slate, only the be told it was arriving between 6.30 and 7.00 pm that day. It didn't arrive of course. Nobody contacted me the next day and without warning a carrier arrived with my slate. The driver knew nothing about the previous days saga. What a way to run a company, you and the carriers are absolutely useless and I wasted a complete day at your expense. I have asked for some reimbursement but that has been typically ignored. A.Greenway”

Helpful Report

Posted 7 years ago

Hi Mr Greenway, Thank you for your feedback. All feedback is important to us and is taken on board to make our service a better service. Apologies for any inconvenience this may have caused. I have spoken to our delivery company and we are working hard alongside each other to reduce the risk of this happen in the future. Kind regards, The Stone and Garden Company

Posted 7 years ago

“Where to start? What a appalling company. 5 star review for taking our money 1 raspberry for service. Initially refused to deliver to the drive despite drop kerb and easy access. Then failed to deliver the correct material. Despite phone calls no initial response, I had to phone three times before I could speak to a manager. Then a "slopey shoulder"response. No responsibility taken for the behaviour of the delivery man because he was a contractor. Denial that in incorrect delivery could be possible because "it's all computerised" Eventual recognise photographic evidence of their error but refuse to replace the goods unless the goods delivered in error were replaced on their pallet. I am 67 and do not consider this a reasonable request. No apologies, no compensation and I have paid for goods I do not want and did not order. A company characterised by appalling customer service, weak and arrogant management and an inability to undertake the simplest logistical task. A commercial joke.”

Helpful Report

Posted 7 years ago

Mr Wakefield Thank you for your comments. As a company we encourage all our customers to write reviews in order for us to develop all areas of our business. Obviously upon reading your review we would like to take the opportunity to ensure you we have taken every step to rectify any issues which have arisen. Firstly the delivery was not refused as you have stated and was completed and signed for on the date of delivery you requested, all be it with a little help as you wanted the material placed on the drive way which is not part of the delivery terms. Obviously upon inspection you had noticed that the incorrect material was delivered, you then took the material out of the packaging and then moved it else where ?. Then contacted our head office and proceeded to use foul and abusive language to one of our advisers and was told on numerous occasions if you continued using abusive language the call would be terminated. One of our managers requested photo images to ensure we could proceed with collecting the material and replacing with the material you actually ordered which is part of our company policy. Upon receiving the images our manager then called you again immediately to arrange delivery and collection at a time which was convenient to yourself, however you was not willing to return the goods in the condition they were delivered i.e. on the pallet and declined for us to arrange the swap. We are here to address any of our customers issues and do not as you say "slopey shoulder" any responsibilities. As discussed on numerous occasions this can be simply rectified by us collecting the material and re-delivering the correct material at no cost to yourself. If you would like to proceed please call our offices and we will gladly assist.

Posted 7 years ago

“I was expecting a whole day delivery so 8am-5pm - very cold (freezing conditions) no delivery but instead around 4pm very short information that a company lorry was broken??? No excuses no any compensation - the worst service I've ever experienced - very unprofessional customer service Highly non recommended for all my customers and for other traders”

Helpful Report

Posted 7 years ago

Thank you for your comments. As a company we encourage all our customers to write reviews in order for us to develop all areas of our business. Obviously upon reading your review we would like to take the opportunity to ensure you we have taken every step to rectify any issues which have arisen. Obviously as you had stated you had booked an 8-5 economy 2 to 3 day service, however unfortunately en-route to delivery the vehicle broke down, one of our advisers contacted you immediately to let you know there had been an issue with the vehicle and to apologize for any inconvenience caused and re-arrange delivery at a time which was convenient to yourself. We do endeavor to deliver at a selected time however certain instances can arise which are out of our control. The material was arranged for delivery the next day and completed as you requested. We would like to take this opportunity to say thank you for you further orders which you then placed and had delivered without issue.

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“Ordered golden stones after sending multiple photos of existing driveway stones. They sent grey stones. Asked for a return and was told to pay another £50 on top of the £100 of the wrong product they sent to me. Avoid like the plague. Awful service and terrible people.”

Helpful Report

Posted 7 years ago

Thank you for taking the time to place a review. At the time of ordering a significant amount of care and time was spent in trying to ensure that the product was suitable. We spent time to explain that the gravel shown on the images you sent to us of your existing material was potentially from a different quarry to our source and that due to the natural quarrying processes there would be some variation in colour/size. After hesitation from yourself, we strongly suggested that you ordered a sample of our gravel so you could have some assurances and peace of mind that this would be the correct item to purchase. You decided not to order the sample and went ahead with the order of the Golden Gravel which is what was sent to you, and certainly not the 'grey stones' you mentioned above. In our telephone call we did state that you could return the gravel to us at your expense (as stated in our terms and conditions), or we could arrange a collection at a fee of £50 plus VAT.

Posted 7 years ago

“Disappointing that they can't communicate with customers and won't help when things go wrong. Don't use this company as they aren't very friendly over the phone.”

Helpful Report

Posted 7 years ago

Hi, Firstly thank you for the review as every review helps us to improve our customer service. If you would like me to look into this further please do get in touch and i can investigate this issue for you. Kind Regards

Posted 7 years ago

Stone & Garden Direct is rated 4.6 based on 917 reviews