"Order Number 22464"

After ordering roughly 46m of black granite 900x600 slabs, at a cost of £1700, 26 slabs have turned up broken or chipped

The worse bit about this is despite notifying the company that the crates had turned up smashed to bits I am now being called a liar!

On arrival I ran customer services and was told by Heather to open the packs to ascertain how many slabs were damaged. Photographic evidence was sent to prove that state of delivery

After unpacking circa 80 slabs 26 are either broken or at least chipped at the corners (these being slick crisp edges so any dog ears don’t work)

Photographic evidence was again sent to update the company and a call to customer service followed. Trish then promised that having seen the photos 26 replacements would be sent

A week later nothing so a further call has been made only to be told that they don’t obviously believe the evidence and would like me to repack the crates, bearing in mind these arrived broken, and send back the 26 admittedly at their cost. This is so they can assess my claim despite being told from the start the order was a mess and having received photos of the damage

In short don’t order for this firm as the quality of their product is poor and their customer service even worse. I have transparent from when I received the order, notified them from the outset of the damage and followed instructions only to be told that basically they don’t accept such a large number could be damaged

Not acceptable

"After an initial mix up with my order…"

After an initial mix up with my order due to the haulage contractor I received my new order within a day. I am really pleased with the product kandla grey porcelain.
And my delivery driver was very accommodating 👍👍

"Product as advertised"

Product as advertised, great service and granite setts delivered securely in a crate, delivery company very helpful, in all highly delighted with my purchase

"7 days on and still no sign of my…"

7 days on and still no sign of my samples.
No correspondence ..., no explanation and this is just for samples .... can you imagine if I’d placed a full order!!!!
Already looking elsewhere !!

"Anthracite Black 20mm Vitrified Porcelain Paving 22m2 Patio Pack"

My purchase was handled swiftly with good communication, allowing me to know exactly where my order was in the system. The delivery was first class. the company phoned me to arrange a delivery day and the driver phoned me an hour before to ensure I could be there to sign for it.
The whole process took less than a week.
The porcelain slabs were well packed, with corner guards to help protect them. Very good quality and lovely looking.
I would not hesitate to order again from this company.

"Absolutely shocking service! Delivery much longer than stated on website!"

Absolutely shocking service and delivery is not in the 5-7 business days they state on their website!
I placed my order on the 6th April as the website clearly stated (even with the Covid notes) 5-7 business days for delivery from the date the order is received. On the 9th April I emailed to enquire about a delivery date - no date was given. I then received an automated email that said my order was being despatched on Monday 12th April and once the local delivering depot has my goods, they will call to arrange delivery. On the 16th April I had still heard nothing so I called them to be told that the our order didn’t get despatched until the 14th, not the 12th as originally advised and that it was now at the delivering depot and they would call me to arrange delivery. Again no one called. I called again on the 21st April to be told the delivering depot tried calling the day before but no-one answered - however they did not leave a voicemail either for us to call back. Buy Garden Paving would not give me the contact details of the delivery company so that I could track down the delivery myself! Anyway, I finally managed to find out who was delivering and called them directly, I was advised the delivery was then booked for the next day - 22nd April! Mid-afternoon on the 22nd I called again as our delivery had not yet arrived and was told that the lorry driver had walked off with the keys to the lorry and so it was not going to be delivered. After further calls to Buy Garden Paving, I was then informed that they would deliver the next day and the lady would call just after 9am to give me an ETA. I was called at 9.37am and advised ours was the second delivery and so it would be early afternoon. By 1.30pm nothing had arrived so I called Buy Garden Paving again - they contacted the delivery depot and came back to me advising delivery would now be between 3pm-5pm! Not early afternoon at all and not within the 5-7 business days their website states for delivery either...it was 13 business days! At 4.30pm I then called again to check on the ETA - I then got a call then to advise it would be between 5-6pm! I would not recommend this company at all! We will be invoicing Buy Garden Paving for the time we have lost on site! Also when the delivery did finally arrive the drivers pallet truck did not fit underneath the pallet they were delivering on which caused problems too.
Update - I have emailed a formal complaint and am awaiting a reply.
Update - 27/04/21 - still waiting for someone to reply to my complaint letter sent yesterday morning!

"It’s good to talk or in this case not Order 21433"

Ordered tiles online after speaking to person to confirm they was in stock and asking about delivery and was told you will get within a few days
Ordered on the Thursday and had email saying they was dispatched on the Friday to the delivery company and was on way to my local hub
So far so good I thought

Heard nothing for the following week which I was surprised about as I was trying to sort builder,skip hire etc to get all sorted
Emailed on the Thursday and asked for a update but had no response at all so decided to phone on Friday morning.

Was told it will take at least 3-5 days for delivery but I was already at 5 days which I pointed out

Explained I get that it’s not a normal delivery and the timings on the website .
My number was again taken and was promised that I would receive a call after speaking to my local hub with a update

No call all Friday and nothing Saturday

I have no issue with waiting and get it can’t be next day due to size and weight but they at least could have the common decency to ring with a estimated date so I can get organised

The stones may turn up and be amazing but this is not the customer experience I expect in 2021 and the 3rd party delivery company has let them and me down

Thought would order through smaller business as so many are struggling instead of the big boys but wishing I hadn’t if honest now

Update the flags turned up 11 days after dispatch

I have fitted them now and was very happy with the packaging and had only a couple of small chips.

The stones are lovely and are of good quality just a shame the communication and delivery was not good enough

"Ordered a garden tea-sofa set with…"

Ordered a garden tea-sofa set with tea-table from this site. Next day the product came to my door without any delay. It's increases the beauty of my garden more.. it's really as beautiful as picture. Such a lovely service indeed.

"First class service having been let…"

First class service having been let down by one of the largest sandstone suppliers at the last minute. Buy Garden Paving couldn’t have been more helpful coming to the rescue and saving the day. I would not hesitate to recommend them to my friend. Also my contractor said best quality sandstone slabs he’s ever worked with.so first class company and first class slabs.

"Great service"

Great service.
Paving is lovely not one broken!