Communication was on the whole very good,every call answered with a positive response. Product arrived in tact,no chips or broken slabs. Delivery driver was polite and helpful. Will use again.
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Review summary
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Reviews shaping this summary
We decided to use Nustone as their website shows great examples and also a colleague recommended them. We went to visit the showroom for ideas. After measuring up at home and making our choice, Prade... See more
Company replied
Honest Review! We brought some sandstone slabs from Nustone, but changed our mind to Porcelain, and these guys were amazing throughout, Vishal in particular was so helpful and couldn't do enough for... See more
Company replied
Nustone have been great. I'm writing this as our patio stones are being laid, and neighbours are asking where we got them from because they look so good. Prescilla was friendly, helpful and wise about... See more
Company replied
Company details
About Nustone Patios Ltd
Written by the company
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Frequently Asked Questions
Delivery Information
Damages Policy
Contact Us
With over 20 years of experience in supplying high-quality Natural Stone and Porcelain Paving all across the UK, we take pride in offering you the best experience possible so you can rest assured that when you choose Nustone, you’re dealing with professionals.
Start Browsing Today!
FREE* Home Delivery! 🚚
Price Match Promise
We won’t be beaten on price, so if you’ve had a cheaper quote for the same product, we can match it!
If there is anything we can do to help, please don’t hesitate to contact us. We would be happy to hear from you.
📞 01206 700 599
💻 support@nustone.co.uk
🔍 www.nustone.co.uk
Better Patios. Better Prices.
Contact info
Dobbies Lane, Marks Tey, CO6 1EP, Essex, United Kingdom
- 01206 700 599
- support@nustone.co.uk
- nustone.co.uk
4.1
Great
4K reviews
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Replied to 91% of negative reviews
Typically replies within 1 week
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DO NOT USE THIS COMPANY
Do not use this company because once you place your order and money is taken, you’ll have no idea when it will arrive. You can call customer support as I have done daily this week and spoken to a different person each time, no one can tell you anything or calls you back with any kind of update. In contrast to the large number of reviews mentioning Jennifer, I spoke to a different t person everyday. It’s a joke. I ordered slabs of sandstone 2 weeks ago on May 6th. The website promises delivery between 4-8 days. I have called daily this week and put my own deadline of this Friday for delivery and requested a refund if this couldn’t be met. We have a bank holiday and I wanted to lay them this weekend. But I still have no idea what’s happening. Don’t go with this company. I have just read other reviews and others say they have had to take legal action to process a refund. I wish I had read #trustpilot before buying. As of today 21/5 I have just called and spoken to 3 people as was put on hold for the first two calls and had to ring off. NuSTone admited the slabs had not been in stock and were stuck at a port. They have no idea when they will arrive. I have asked for a refund and a letter in writing acknowledging it. How they are currently operate is against The Trade Descriptions Act. Anyone with a similar problem should contact their local Trading Standards and or pursue through the small claims court. Choose another company- I am still unsure if I will receive the refund.
20 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Lucy,
Thank you for taking the time to share your feedback. We completely understand why this experience has been disappointing, especially when you had planned work around the expected delivery dates.
The delay with the order was caused by unforeseen transit issues, and we were not given a confirmed arrival date. While our team remained available and did their best to answer questions, we appreciate that without a definite update this would have felt like you were not getting clear answers.
We did try to reach back out once updated information became available, although we understand that by that point it may already have been too late.
We can confirm your refund has now been processed within our standard timelines.
If there is anything further we can help with, please contact our team on our phone lines and we will be happy to assist.
Kind Regards,
The Nustone Team.
Phoned my order to Nustone for Ceramic…
Phoned my order to Nustone for Ceramic Paving Slabs. found staff very helpful, order confirmed by email. Kept informed throughout, Pallet delivered as arranged with no damage. Every slab individually wrapped, impressive. I have found Nustone well organised and the staff professional. Robert.
18 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Valued Customer,
Thank you for the 5-Star review!
It is wonderful to know that we made a positive impression. Feedback like this inspire the team to keep delivering the best service.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Terrible experience
Would strongly advise others to read recent reviews before ordering from Nustone.
We placed an order for patio slabs after being advised delivery would be within 10 working days. After ordering, we were then informed delivery would take significantly longer than originally stated, so we requested to cancel the order.
We were advised that refunds take 5–10 working days to process. Despite multiple follow-up calls for updates, we repeatedly received the same response that the matter had been passed to the finance team. At the time of writing, we are still waiting for the return of approximately £1000 and are now having to pursue the matter through our bank.
Communication and customer service throughout this process have been extremely poor and very frustrating.
Update: after again being assured over the phone that the refund would be processed that day, nothing was received. Following further calls, we were then told there were “technical issues” and that it could take another week.
At this stage, after weeks of delays and repeated assurances, we have lost confidence in the company’s ability to process refunds in a timely and transparent manner.
We have now commenced a chargeback through our bank.
Very disappointing experience.
30 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Customer,
Thank you for taking time to share the feedback.
We are sorry to hear about your experience and understand the frustration caused in relation to the delivery expectations and subsequent refund process.
At the time of ordering, delivery timeframes are provided as estimated working day ranges, as outlined at checkout and in our order confirmation. In some cases, delays can occur due to stock being in transit or supplier scheduling, and where this happens we aim to offer suitable alternatives where possible.
We can see that this refund has now been resolved via the relevant payment provider, and the matter is considered closed on our side.
We take customer feedback seriously and is used to continually review and improve both communication and service levels.
Kind Regards,
The Nustone Team.
2 x the large paving slabs located at…
2 x the large paving slabs located at the bottom of pallets were completely smashed upon delivery. Nustone refused to give refund or replacement. They state it is their internal policy if the loss is less than 5%, I should bear the loss. I now have a patio with a corner missing paving slab. Very unhappy customer.
15 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Juli,
Thank you for taking the time to leave your feedback.
While we take great pride in the policies we have in place to support our customers as fairly as possible, we appreciate that this was not reflected in your experience.
We have been unable to locate any order details using the information available through this review. We had also reached out through the platform requesting any order-related information so we could investigate this further and see whether we could offer any additional assistance, however we did not receive a response.
We would still like the opportunity to look into this for you, so if you require any further assistance, please contact our customer service team and we will be happy to review this with you.
Kind Regards,
The Nustone Team.
Good delivery communication from…
Good delivery communication from Jennifer. Delivery guy brought the pallet down our very steep drive.
21 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Nigel,
Thank you for the positive feedback!
Providing great service is always our top priority, it is a real pleasure to hear your experience reflected that. Jennifer is pleased to know her support made a positive impact.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Horrendous service
We ordered patio slabs advertised with an 8–10 working day delivery timeframe, which we planned our project around. By working day 10 it became clear the items had not even been dispatched. When we contacted the company, we were told the delivery times were only estimates — something that was not clearly made obvious at the point of sale.
Due to the lack of clarity and ongoing delays, we cancelled the order and requested a refund. We were told this would take 5–10 working days.
From that point onwards, we had to repeatedly chase for updates. Despite multiple phone calls, we were given no clear progress, only repeated assurances that it was being “looked into” or “chased with finance”. Each promised timeframe passed without action.
We were then told there were “technical issues” causing further delays, extending the refund process by another week.
At this stage, we have had no option but to raise a chargeback with our bank to recover the £900 owed.
The lack of communication, shifting deadlines, and repeated failure to process a refund within their own stated timeframes is unacceptable. This has caused significant stress and disruption. I would strongly advise others to avoid this company.
DISHONEST, MISLEADING, UNDERHAND should be their slogan.
30 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Customer.
Thank you for taking the time to leave your feedback.
We are sorry to hear about your experience and understand your concerns regarding delivery expectations and the refund process.
Our delivery timeframes are provided as estimates at the point of order, and while we aim to meet these wherever possible, stock availability and supply chain factors can occasionally result in delays. Where this occurs, we aim to offer alternative options when available.
We can see that this refund has now been resolved via the relevant payment provider, and the matter is considered closed on our side.
We appreciate your feedback and are sorry that the experience did not meet expectations.
Kind Regards,
The Nustone Team.
Vishal was a top man
Vishal was a top man. Sorted me some Brazilian Black at short notice for our rear patio. Great quality, super prompt. Nothing but good to say. Big recommend 👍🏾
16 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Dan,
Thanks so much for the positive feedback and recommendation.
Great to hear that Vishal was a real help, he truly is a gem. Providing the best prices and great service is exactly what we aim for.
We look forward to working with you again soon.
Kind Regards,
The Nustone Team.
Great service received and working…
Great service received from an Chrizzele and working through products to help best understand.
15 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Valued Customer,
Thank you for the positive feedback!
Providing great service is always our top priority, it is a real pleasure to hear your experience reflected that. Chrizzele is pleased to know her support made a positive impact.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Avoid avoid avoid
Avoid avoid avoid. Con artists!!! Take money no item in stock and do not return money!!! Hard to contact bank to retrieve money after numerous emails about a refund being on its way and not arriving
19 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Leanne,
Thank you for your feedback.
We are sorry to hear that your experience did not meet expectations.
While we always aim to meet the stated delivery window, this can sometimes be affected by supply chain factors outside our control. In this case, this led to delays and uncertainty regarding a confirmed delivery date.
Regarding the refund, once the dispute was raised it was promptly accepted from our side and processed accordingly. Refund times can also vary depending on banking providers and processing procedures.
We appreciate all customer feedback, as it helps us identify areas where communication and service can continue to improve.
Kind Regards,
The Nustone Team.
Hi placed an order totay JENNIFER was…
Hi placed an order totay JENNIFER was very helpful and guided me through tithe process
13 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi John,
Thank you for the 5-Star review!
We are pleased to hear that you are happy with the overall experience. It is great to know that Jennifer was able to support you throughout.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Excellent customer service from Nustone
Excellent customer service from Jennifer and the tech team at Nustone. We needed some advice re the treatment of our slate patio slabs. Jennifer and the tech team organised for some sample products to be sent to us via a specialist company. These have worked a treat. Definitely above and beyond from the Nustone team, and much appreciated.
20 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Felicity,
Thank you for the 5-Star review!
We are so pleased to hear that you had a positive experience. After-sales service is something we take pride in, and we strive to help all our customers care for their patios without any hassle. We are delighted that we were able to meet your expectations.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
If I could have left no stars I would!
If I could have left no stars I would!
DO NOT ORDER FROM HERE THEIR CUSTOMER SERVICE IS APPALLING.
We ordered from this awful company on 18/04/2026 received an email stating they had our order and would be dispatched within 5-8 working days and we would hear from the delivery company. Didn’t hear anything by the 24/04/2026 so gave a quick call to check and was told it had been dispatched and should hear from the delivery company on the Monday. Low and behold nothing so again rang to chase it up, to be told sorry it has not been dispatched the porcelain tiles we have in stock are damaged you need to wait another week for them to be delivered to our depot then we can dispatch to you. We politely declined this and were told we’d receive a refund within 5-10 working days. We are now on working day number 11, still no refund and being told we have to wait another 2-3 working days for it. There is no communication in this company as they will all tell you different things to keep you happy when in reality you want the truth a your money back.
A company who is happy to take the money but not return it over 1k down. Will we get this refund? Most likely not
18 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Customer,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience and understand the frustration caused.
We aim to keep our stock information as accurate as possible however, on this occasion, there was an unexpected delay with incoming stock held in transit, which unfortunately led to the delay. Whilst we were constantly available on our phone lines all 7 days to answer calls and provide the information available.
Once the cancellation was requested, it was acknowledged and confirmed promptly. We understand that you have since confirmed receipt of your refund last week, and we hope our follow-up call helped improve the situation, even if it did not completely change the experience.
Should you ever consider giving us another chance, we would welcome the opportunity to serve you better.
Kind Regards,
The Nustone Team.
Order adjusted with ease
I needed an order adjusted. Jennifer helped me in an efficient and friendly manner. Could not have done better.
9 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Valued Customer,
Thank you for the positive feedback!
Providing great service is always our top priority, it is a real pleasure to hear your experience reflected that. Jennifer is pleased to know her support made a positive impact.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Great price and order arrived well…
Great price and order arrived well within time quoted.
Unfortunately, several of the slabs arrived broken, but this was resolved straight away and replacements were received quickly. Overall very happy!
7 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Karen,
Thank you for the 5-Star review!
We are so pleased to hear that tou had a positive experience. After sales service is something which we take pride in and help all our customers to fulfill their patios without any hassle and we are glad that we could meet your expectations.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Problem solving
I ordered some sandstone patio slabs for delivery this week but due to quality issues picked up by the company they were concerned that delivery would be weeks late. I asked them to investigate if they could expedite and today Chrizzele phoned to say they had located a suitable consignment and it would be delivered on Monday. I asked if could be changed to Tuesday and she investigated and made that change.
The mark of a good company is when a problem occurs (as they often do) it is resolved quickly and efficiently, and Nustone did that.
7 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Neil,
Thank you for taking the time to leave such detailed feedback — it truly means a lot to us.
We are delighted to hear that you had such a positive experience with both our service and products. It is especially great to know that Chrizzele was able to support you throughout and make the process smooth.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Good service and product
I did all my communication with Nustone through Lidiya to purchase 3 crates of pavers. She was extremely efficient, thorough and accommodating in responding to my many questions which I compiled through looking at all the reviews on trustpilot. The delivery of pavers sent across the country arrived within the time stipulated and in good new condition bar one broken slab. Great service from Lidiya and good quality product and I would use again for sure. Buyers should just pay attention to delivery conditions and breakage terms so that you know and avoid issues because you might not have reviewed. They are very considered in my view.
5 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Peter,
Thank you for your fantastic feedback.
It is great to hear that the products are making such a positive impression. We are especially pleased to know that Lidiya was able to offer helpful guidance and support along the way.
We wish you good luck with the patio project and look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Excellent service
Excellent service. Communicative staff. Prompt delivery and quality product.
15 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Dear Valued Customer,
Thank you for your kind feedback.
We are pleased to hear that your experience with us has been positive. It is great to know the service and products met your expectations.
We look forward to assisting you again.
Kind Regards,
The Nustone Team.
Unacceptable trading standards.
As mentioned in other reviews, they are selling materials they don't have in stock. Their customer support ir poor, person on the phone doesn't know any answers, they say they will call you back, but don't. Company is quick to take your money, but extremely slow to return it, i went through my bank to claim my money back. I wasted 3 weeks dealing with them.
27 March 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Rai,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience and understand the frustration caused.
We aim to keep our stock information as accurate as possible; however, on this occasion there was an unexpected delay with incoming stock held in transit, which unfortunately led to the delay. We did contact you and offered an alternative product that could be dispatched immediately, but we understood that this was not feasible for you.
Once the cancellation was requested, it was acknowledged and confirmed promptly. Following the cancellation, the chargeback was raised well within the refund timeframe, and we accepted this promptly from our end to avoid any further delays.
We take all feedback seriously and continually strive to improve our services.
Kind Regards,
The Nustone Team.
Good resolutiom
I am updating my review below after prompt resolution and i had Salma as a dedicated team member to support.
After my initial review, my issue was resolved within a week and my tiles arrived on the day agreed with Salma and are of very good quality.
I have since updated the star rating to 4 as a result.
I am leaving my initial review so you have complete context.
Do not buy, i wish i had read the reviews before placing my order. i placed the order on the 20th April with a lead time of 8 days. I did not hear anything further until i followed up on teh 8th day to find sorry we are out of stock.
At present no date for delivery, no date for stock to arrive with Nustone, my options i can cancel but they have a fee, it will take upto 10 days to get back in my account.
How can a company operate without knowing stock limits, i can still order on the website today with the same lead time
1 May 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Sajid,
Thank you for taking the time to reflecting the updated experience.
We are pleased that we were able to resolve the matter and that Salma was able to support you throughout the process. It is great to hear that your order arrived as agreed and that you are happy with the quality of your tiles.
We sincerely apologise for the initial frustration caused by the stock availability and communication issues.
Your feedback is valuable to us and helps us continue improving our customer experience.
Kind Regards,
The Nustone Team.
Spoke with Jennifer,she was very…
Spoke with Jennifer,she was very helpful and pleasant,sorted out order for collection
Will definitely use Nustone again
30 April 2026
Unprompted review
Reply from Nustone Patios Ltd
Hi Neil,
Thank you for the positive feedback!
Providing great service is always our top priority, it is a real pleasure to hear your experience reflected that. Jennifer is pleased to know her support made a positive impact.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
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