Company Details

Great price. Well organised delivery. A no hassle purchase

The team have been helpful and understanding with the issues I had, looking forward to seeing the results, when the paving has been laid.

The service was great and I got exactly what I ordered. Overall, I am happy with the customer service because the delivery was simple, on time, and fuss-free.

Quality of the porcelain is great and colour is stunning. Great price for the quality

Delivery on time, put where we wanted, perfect

Having taken some time to consider and reflect on our experience with Nustone we feel it is important to share this with others. In July 2023 we purchased three crates (120) of outdoor Porcelain slabs for our garden project. The unique selling points being they were advertised as being non porous, hard wearing and extremely weather hardy. Following delivery in August 2023, we started our project, however, due to constant wet weather we postponed the completion of the project until after winter. Near to the end of winter we noticed that some of the laid slabs were "pitting" and the top surface seemed to be "flaking off" in small patches. When restarting the project in April, we also noticed that the remainder of the slabs, which had been stored outside in their original packaging, also showed signs of this same defect. On contacting Nustone customer services, we were continually quoted their standard 72 hours from delivery time frame for inspecting and reporting any issues and we were furthermore reminded by Nustone that their products come with no warranty or guarantee!! Other reviews reiterate that 72 hours to complete a project from delivery to installation is an impossible task. That said, we were convinced that this was a defective batch and not damage, therefore, we continued to pursue this via our reviews. We would add that on showing this evidence to local building merchants, who supply the same product, they all confirmed that whilst they had never seen this happen before, they suggested it was "delamination" of the top surface which could only happen due to a fault occurring during the manufacturing process. Porcelain, which is nonporous, appeared to have had moisture absorbed into the manufactured surface during winter and then the freezing of the small droplets had caused the delamination. After several exchanges with Nustone, via our public reviews of their woeful Customer Service and potentially defective products, we were eventually contacted by their General Manager, who initially appeared very supportive and keen to fully resolve our issue to our satisfaction. The General Manager impressed on us that Nustone buy their stock in very large bulk and that ours was the only complaint they had received of this nature. He also implied that the damage could be attributed to how the product was handled, laid and stored post delivery. After providing the requested photographic and video evidence of both the defective laid slabs and the slabs that were still in their original wrapping, he agreed to refer this to their supplier as also agreed this was a defective batch. To prevent us being further delayed whist they took this up with their supplier, he offered to swap out our order for another or the same product immediately. This was indeed a great result and we assumed he meant the whole order. After consideration of this offer, we decided a full refund was the better option for us, having lost faith in Nustone's products. Our issue now is that the GM subsequently only agreed to refund 80 slabs out of the 120 received. We are extremely disappointed by this turnaround and at a loss to understand it. His stance being that he would only refund the unlaid slabs, which were returned to them at their request. We were told that they did not want the laid slabs back and as they had been laid then they would not be refunded. Despite having received a partial refund, which is more than we ever expected following the Customer Service stonewalling experience at the start of our complaint, we still find ourselves significantly financially disadvantaged as a result of being sold a defective product by Nustone and their continued refusal to accept full liability for this, despite the undeniable evidence provided and the assurances initially given by their General Manager to resolve to our satisfaction. This defect affected all of our order, therefore, we should be compensated in full via full replacement or refund as we are sure Nustone will be by their Supplier, once they conclude their investigations. We would have rated higher had our claim and evidence of a defective product been fully accepted by Nustone and a full refund received as per industry standard.

Speedy delivery, package very well 10/10

Excellent service! We found some patio tiles online that looked perfect for our garden project at a good price and the service from Nustone did not disappoint! The communication was excellent throughout, the product arrived on time and was really well packaged. The tiles are excellent quality and we are really happy with the end result.

Awesome to deal with and great product my patio looks amazing

Good service.

I'm currently trying to get replacements for 3 broken 300 X 300 pavings, which I found opening the packaging. The reason for the delay in reporting the breakage, was I hurt my back moving the pavings from the front of the property to the rear. The team have been great in helping me replacing the broken items.

The process was easy from start to finish. Communication was good and they responded relatively quickly and kept me informed at all times. Price and very competitive. I could fault them.

Good communication and quick easy delivery. This is the second purchase from NUSTONE and on both occasions everything went very smoothly. The product said in stock and it was! Would definitely recommend them

Tiles were good quality and easy to cut. Customer service very helpful when ordering a few more.

First time attempting grouting on a patio and the Joint It Simple was very easy to use. The instructions are crystal clear and the video guide shows exactly how to use the product. The results are perfect.

Quick and efficient delivery. Great product at good price.

Excellent products excellent service value for money 1st class all round

Good fast efficient service

Again lorry delivery gave us a date we waited and waited then get a call to say slabs delayed again will be with you next day by 10 am they finally arrived at 1 pm that’s 2 days wasted again .thats second time with 2 orders .slabs are great the system fails terribly

Great fast service as usual. No damages, great looking slabs again.