"Had a great experience ordering with…"

Had a great experience ordering with this company, they were so helpful over the phone and responded to any queries, despite the negative comments my order arrived quickly and was just as expected:)

"Fantastic!"

Wow… I phoned up to place an order when I wasn’t entirely sure what I needed, and I was provided with so much advice and assistance from a lady from the sales team who listened to my needs and preferences and also stuck within my budget. Fantastic service, will definitely come here again if I need any more help with my garden!

"What a complete shower of a business!!!"

If you are reading this review thinking about ordering from PavingSuperstore… PLEASE JUST DONT DO IT!!!! They are a small business that portray themselves to be a larger company. They don’t have much if any stock themselves, they take you’re money and then place an order for you direct with the manufacturer in most instances. I never got any tracking details or email purchase confirmations. Ridiculous long delays & you might as well flip a coin on wether you’ll even receive what you’ve purchased. Customer service have all the answers except the ones that are helpful to you. One Word - AVOID!!!!


Update 19/12/22
Of course you’ll shy away from responding, just like you do regarding you’re obligations under the trading standards act. One item I received after one month, a second item never received at all and a third item arrived after six weeks that I refused to accept from the courier. Two PayPal disputes that Paving Superstore couldn’t even be bothered to acknowledge eventually closed in my favour. You can raise whatever you wish with Trustpilot, difference is I can provide proof of my hideous experience buying from yourselves.

"3-5 days delivery..."

Ordered online with 3-5 days delivery, over a week later after no updates I contact support. They said they will get back to me. No updates. I contact them again and say it will be most likely another week or into the next. I have builders scheduled that I have had to cancel. I figured a week gap from delivery would be enough leeway for goods to arrive before builders, I'm now out of pocket and pushed back to when builders can fit me in. Poor service, poor updates, poor delivery.

"Terrible!"

Terrible!
Do not use!
I placed an order on the 5th of august 2022 to which i was told over the phone it would be delivered on the friday the 12th.

I rang on the 11th to check it would be delivered on the 12th to be told i should have never been told that and that she would check when it will be delivered and call me back.... she never called me back but i found this email instead...

Good afternoon

As per your below order acknowledgement the items are currently out of stock, they are due in the middle of next week. As long as they arrive we will try to get your order out to you the end of that week it could possibly be the beginning of the next.

Many thanks

Alison

this would of meant the delivery would of been 19th _ 22nd .

yet again no communication , but thought id give it a few days ,30th i have to make contact again to chase up on where the delivery is.

I spoke with an amy on the phone who was helpful and got a delivery date on the friday the 2nd booked in and confirmed via email.

yet again no delivery!

Not only is the companies communication for deliveries shocking , i have been told several dates that have not been met , i have a very un happy customer that has a garden half done , it has had a massive affect on my dairy and messing alot of customers around and i then had to have to move things around again due to not knowing when these slabs are going to be delivered.

I then contacted the director of the company to which he did respond after some time once , then did not reply to my following email or my chase up regarding compensation .

This had now gone on for over 7 weeks and feel I have left enough time for him to respond.

Not happy , will be warning people and customers of this company.

"Avoid. Shocking customer services and long delays!"

Ordered "in-stock" paving slabs on 15th August 2022 with an estimated / expected delivery time of "5-7 workings days". After placing four phone calls without receiving any information on delivery, but rather fobbed off with "I'll have someone from our dispatching team call you back" (no calls back), I received an email on 1st September following an email I sent, saying "we are sorry that your order is taking longer than we would like to get to you... we're working hard to resolve delays..."

Eventually, I received the order on 21st Sept - 37 days after placing order. SHOCKING. They had the site saying "in-stock" so why would it have taken so long? "logistics" - come on.

Throughout this long process, the customer services was very poor. Little acknowledgement of any fault or responsibility for the delays, no gestures of goodwill or real apology.

First time writing a review, I just had to warn people from using this company. Avoid if you can.

(no doubt they reply to this saying the above is all false - but unfortunately for them, it's the truth and I have all the evidence of emails & phone records to prove.)

"I wished I would have listened to the negative reviews…"

I wished I would have listened to the negative reviews. We ordered paving stones for our patio and after several delivery delays finally asked to cancel the order, which the Paving Superstore refused. They gave no apologies and made no effort to refund our money, instead making excuses such as they chose the wrong delivery company. They admitted their wrong but took zero responsibility. In the end, we were forced to contact our credit card company and file a dispute.

"Refund outstanding, have had to raise a dispute"

Update post supplier’s response: No refund has been received and PayPal are reviewing information the supplier has provided as part of the case resolution. I will add your response to the case online and they can then explain why it’s not back in my account if you are saying you have actioned. Customer services have not confirmed via any of my chaser emails that the refund was processed so I am at a loss…

Original review: Ordered stone for my garden paving, expected in the timescale quoted which is why I choose the company. The date passed with no update. I chased and was told there was a supplier issue. Ordered and paid in May, due to receive early July, it was then going to be late Sep early October. I called to cancel and was told to put in writing which I duly did. They tried to give me other choices but the value was higher or the amount of stone was more than I needed. I again asked to cancel and they said they would arrange the refund. Should take 3-5 days I was told in emails. Didn’t happen. I have had to raise a dispute with PayPal for the £1k plus I am out, where my money has not been returned and I have purchased from an alternate provider who has delivered the product so I really need my refund promised. Chased customer services with no reply.

"Should have read the reviews before ordering"

What can I say, i too have fallen foul to poor service from this company. I paid for and placed an order at beginning of July expecting the quoted delivery of around 5-7 days. Once payment was made I was informed the delivery company would be in touch to arrange a date. 5 weeks later not any form of contact from the delivery company at all. Numerous e-mails sent to sales to chase but again nothing. I requested cancellation which Sam kindly did and I requested a full refund. I am still chasing my refund .... oh by the way if anybody is reading this from Paving Superstore is reading this could I please suggest you revise your delivery dates as it is false advertising. I have just this minute tried to order the items direct from Marshalls who inform me there is a delay on orders of 16 weeks.

Edit as this is the only way I can respond. See my comments in **( )**

Reply from Paving Superstore

Updated 5 days ago
Hi Alex,

I have checked the information in this review, and unfortunately it does not really follow the events.

I can see you originally paid your order on the evening of 7th of July (it was processed the following morning) after many emails providing you lots of product information.

When you placed your order we did have an expected delivery date of 5-7 days (although we do state in some circumstances this can take up to 30 days) **(You informed me that item was in stock. Why should this take up to 30 days?)**. As you know the delivery was delayed **(Incorrect I was not informed delivery was delayed, read your corresponding e-mails. I got no information on a delivery date from either Sam nor the delivery company)** , however on the 26th of August (13 working days after the order was placed - not 5 weeks as you have stated) (**Apolgies I miss-typed it was 3 weeks)** we advised you that we would have a date for you as soon as possible. We then spoke again on the 1st August to advise that the order was scheduled to be delivered that same week (within 20 working days of ordering). **(Again misleading comment. I was informed on the 1st of August you were awaiting to hear from the delivery company that week. Please read your e-mails again)** You advised you wanted to cancel the order at this point even though you could have had the goods within a few days. **(Again misleading comment. What do you class as a "few days"?? 3, 15, 30??)**

It is a shame you decided to cancel so close to delivery because as you have now found out the lead time with Marshalls is now 16 weeks - and your order has now been reassigned to another customer who has already received the goods. **(Contradicting statement to previous paragraph. You said I had to wait a few days yet as soon as I cancelled you tell me my order was re-assinged to another customer who has alread received the goods". All this within hours of me cancelling?. And you say my version doesn't follow events?)**

As advised your refund will be carried out in accordance with the terms you agreed to in placing your order with us. **(This took 6 working days. And I only got a response after a complaint to the MD but you fulfilled a full refund so I cannot falter you on this)**

**(Note I do not have any grievance with Sam the sales person who did her best and I thank Bruce for interviening speeding up my refund)**

"Great experience from start to finish..."

Great experience from start to finish. Nice website which made everything clear and easy to follow (love the split the pack feature!) and they were really helpful on the phone when I called to clarify stock availability. Everyone knows how tough things are right now on this front but they didn't over-promise on the date and sure enough, it arrived even earlier than proposed. Delivery was efficient and smooth, and some of their online guides even gave me the confidence to lay the paving myself...(Well, with the help of an experienced friend!) .The paving itself looks amazing and is clearly top quality stuff, but their prices came out very well after I had researched their competitors.....Excellent company, highly recommended! Thanks again...