Very poor customer service
My Review relates to Stoncraft Paving/ Mogul Stone in Halesowen which is a subsidiary company/ branch of Castacrete.
We visited on the 2nd August because there was an area in our back garden we wished to cover with slate. Based on the dimensions we provided, which were 6m x 1m, the guy that served us advised we would need 1 tonne. We paid for this up front in addition to the £10.00 delivery charge.
We postponed delivery by a week because my husband had injured his back, which was fine and they agreed to with no issue. However, when the tonne bag of slate was delivered and my husband had covered the area, we were left with what appeared to be half a bag/ half a tonne of slate. I understand that estimating isn't an exact science, however selling double the volume that we needed seemed excessive.
I telephoned to see if they would collect and refund the difference and after a number of calls they agreed to collect and arrange a refund. However, the remaining slate was collected on the 22nd August and no one from Mogul Stone contacted me afterwards. I telephoned today, the 31st August, to be advised that after the "restocking fee" and working out what we were owed, I would have a refund of between £4.00 and £5.00.
I wasn't informed that there would be any restocking fee at the time of arranging for the goods to be collected. Even if there was a restocking fee, surely it should not apply considering they advised us of the volume needed for the area dimensions we provided? We did not give inaccurate information, their estimation of our requirement was wrong. Nor was I advised of any collection fee. Again, because this was their error, I would expect them to uplift free of charge. Considering the 1 tonne cost me £80.00, I would expect a refund of £30.00 - £40.00.
It is absolutely shocking that I was not informed of any charges regarding restocking or collection. Had I known these would apply we would have either kept the surplus slate or sold it on Ebay.
Extremely poor customer service, abysmal communication and not forthcoming with additional charges, which shouldn't even apply to our situation because it was THEIR ERROR!