Name: Nustone
Rating: 4.10

“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

Posted 7 months ago

“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

Posted 8 months ago

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

Helpful Report

Posted 9 months ago

“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

Posted 11 months ago

“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

Posted 11 months ago

“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

Posted 1 year ago

“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

Posted 2 years ago

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

Posted 2 years ago

“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

Posted 2 years ago

“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

Posted 2 years ago

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

Posted 2 years ago

“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

Posted 3 years ago

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

Posted 2 years ago

“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

Posted 3 years ago

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

Posted 2 years ago

“Missing 10 slabs.”

Helpful Report

Posted 4 years ago

Hi Avni, We're sorry to hear that you've had this issue. We advise checking over your order once you receive the delivery so that anything like this can be rectified ASAP and although anything such as this is extremely rare, we are always happy to resolve any issues for you in good time! I can see that we have contacted you previously via email for some further information so that we can look into this further but we've not heard back from you yet. Please be sure to contact us with all the necessary information so that we can arrange for refunds or replacements or anything that we can verify is missing from your order. If there is anything else we can do to help, you'll be able to reach us on 01206 700 599 or via email at support@nustone.co.uk. Kind regards, The Nustone Team

Posted 4 years ago

“I managed to find someone to do my garden. When we sat down to see what would look good etc...we noticed 10 slabs missing.”

Helpful Report

Posted 4 years ago

Hi Avni, We're sorry to hear that you've had this issue. We advise checking over your order once you receive the delivery so that anything like this can be rectified ASAP and although anything such as this is extremely rare, we are always happy to resolve any issues for you in good time! I can see that we have contacted you previously via email for some further information so that we can look into this further but we've not heard back from you yet. Please be sure to contact us with all the necessary information so that we can arrange for refunds or replacements or anything that we can verify is missing from your order. If there is anything else we can do to help, you'll be able to reach us on 01206 700 599 or via email at support@nustone.co.uk. Kind regards, The Nustone Team

Posted 4 years ago

“Over 10 percent of slabs were broken. Delivered late and as they were delivered late I was unable to check the tiles and by the time I could do that I was told nothing could be done as it was past the timeframe you allow for even though you didn’t deliver to your time frame. I will actively encourage others to not order with you!”

Helpful Report

Posted 4 years ago

Hi Kerone, We're sorry to hear that you had some breakages in transit and we have a simple claims procedure to follow for this so that we can refund or replace anything affected. I can see that we got your goods delivered in 3 working days and we are always happy to chase up our couriers on any deliveries which are a little behind. If there is anything else we can do for you in the future, please don't hesitate to contact us again. We would be happy to help. Kind regards, The Nustone Team

Posted 4 years ago

“We spent £2000 on porcelain paving which at present looks awful. The cement has left white marks all over the slabs which we have spent hours jet washing and trying to scrub off but it still looks awful. We are now waiting for a special cleaning solution which you actually sell to help remove this film. You also sell a porcelain tile sealer to use prior to laying the slabs to help prevent this problem. Thanks a bunch for not telling us all this, we would never have bought porcelain slabs if we knew about this problem and would have bought natural stone which we have used many times before without any problems of cement and grout residue clinging to the slabs!!!!”

Helpful Report

Posted 4 years ago

Hi Janet, We've called a few times and left a message but we've not been able to reach you. We are sorry to hear that you've had some issues with cement marks on your stone. We've have been selling our Porcelain Paving for a long time now and we have never had anybody with this issue before. When laying the stone, it's important to keep the slabs as clean as possible and ensure that any cement is removed before it has time to dry to avoid any like this. There are products available to help remove any residue and these are readily available from our website. These are not always necessary to buy along with the stone as it is always the customer's decision to assess whether to seal or treat the stone. We hope that you are able to remove the marks and if there is anything else we can do, please feel free to contact us directly on 01206 700 599 or support@nustone.co.uk. Kind regards, The Nustone Team

Posted 4 years ago

“Absolute shocking service. I ordered 3 ton of slabs on the 20/04/2020 and received confirmation the next day saying that my order was confirmed. I then received an email from Palletways stating that the order had been accepted for delivery. I have now received an email today from Nustone saying. Good Evening Wayne, I hope all is well at your end. We regret to inform you that we are no longer able to service your order as we do not have the stock on the ground due to a counting error in the warehouse. I am extremely sorry for any inconvenience that this may cause and will, of course, get a refund processed ASAP. During these troublesome times, resources have inevitably been stretched thin and so we're having to do our best to manage stock remotely with help, where possible, from the Warehouse Staff who aren't normally apart of the stock management. If there is anything at all that I can do to help, please don't think twice about asking. Have a lovely evening! Kind Regards Jack Nash Customer Experience T. 01206 700 599 Now I will have to cancel the garden people from coming in on Monday to fit the slabs and I can't order any other slabs until I get my refund that will take weeks to get back. They could have contacted me the day after my order was placed or offered me another alternative for the fact that they obviously can't count stock properly. Shocking way to run a company, selling stock that they don't have, and take people's money.”

Helpful Report

Posted 5 years ago

Hi Wayne, We apologise that we are not able to fulfil your order at this time. As promised, your refund has been processed ASAP and will typically appear back in your account in just a few working days. Rest assured that under no circumstances would we knowingly sell any products that we do not have available. We have made sure to notify you immediately and we do advise not to book in any trade until goods have arrived on-site, just in case of any unforeseen circumstances. We are consistently reviewing the way that we operate during the COVID-19 pandemic to ensure that we can continue to run efficiently while resources are stretched and further steps have been taken to ensure that any such errors are eliminated. If there is any way that we can assist you further, please don't hesitate to contact us on 01206 700 599 or by email at support@nustone.co.uk. Kind regards, The Nustone Team

Posted 4 years ago

“Awful from start to finish, poor service, poor delivery and poor products. Avoid at all costs.”

Helpful Report

Posted 5 years ago

Good afternoon, Sorry to hear that you've had an issue, but we're not able to find an order on the system with the email address provided. If you contact us directly with your order number we can look into this for you! Kind regards, The Nustone Team

Posted 5 years ago

“no after sales support do not want to know once they have your money”

Helpful Report

Posted 5 years ago

Hi John, We're sorry to hear that you've had some issues with your order. If this was not able to be resolved, please don't hesitate to contact us on 01206 700 599 or via email at support@nustone.co.uk. We would be happy to help. Kind regards, The Nustone Team

Posted 5 years ago

“DO NOT buy from Nustone. Bought paving slabs which cost over £2200 of my hard earned money. Over 15% of my paving slabs were cracked or had halrline cracks. I contacted Nustone, they refused to give me a replacement for the cracked paving slabs, as I didn't check the slabs when delivered and contact Nustone immediately. I will definitely won’t be recommending Nustone to my friends or purchasing any further orders. Poor customer service, rip off company.”

Helpful Report

Posted 5 years ago

Hi Rav, We're sorry to hear that you've had a few breakages in transit. We have a simple claims procedure for this. Customers are asked to sign for the goods as 'Unchecked On Delivery', which opens up a 7 day period in which to report anything to us. We are always happy to issue replacements or refunds when this is followed. In the event that our claims procedure is not followed, it becomes very difficult for us to verify at which point these damages may have occurred. All of this information can be found on our website and if you have any further questions, please don't hesitate to contact us. You can reach us on 01206 700 599 or via email at support@nustone.co.uk. Kind regards, The Nustone Team

Posted 5 years ago

“Terrible customer service, kept promising delivery, which never happened, i took several days off to ensure i was in on delivery day, which never happened. Asked to speak to a manager, apparently no one manages the team, both members of the team were exceptionally unhelpful. Palletways the third party that delivers called me personally to let me know yet again that Nustone hadn't sent them any goods, but yet Nustone keep denying there is a problem their end. So i'm currently £500 out of pocket, i've used up several days of annual leave & i have no paving slabs, and no email confirming future delivery. So at the moment in just seems like theft. DO NOT USE.”

Helpful Report

Posted 6 years ago

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

Nustone Reviews