Deco Stones

Dear Sharon,

we are really upset to see you left a 1-star review here, after all the support you have received from us in this matter. We feel we need to respond to this and explain to other Houzz users what really happened, as we believe this negative review is truly unjust.

Sharon ordered 2 boxes of Reclaimed Brick from us on the 20st October 2017. We added 0.5m2 of brick slips as a bonus (FREE). A month later, on the 21st November 2017, we have received an email from Sharon stating she just opened the boxes and some of the brick tiles (the top layer of the box content) were damaged, and so she would like to receive a full refund.

Our store policy available on our website clearly states:
a) Please inspect the packages before signing off with the delivery driver.
b) A customer can claim a refund within 14 days of the purchase.
Sharon contacted us over a MONTH later. We had every right to simply say NO to this request but because we truly want to keep all our customers happy, we offered to send a full box of reclaimed bricks to her FREE of charge.

Sharon refused our kind offer and argued she did not read the terms and conditions on our website before placing the order, and so she was not aware of them. She again demanded the refund.

At that point we decided to approve her request. Of course, Sharon would have to send us back the products she received from us, as well as cover the delivery cost. Again, we offered to send the previously mentioned box of reclaimed bricks if she prefers a replacement for the damaged tiles rather than the refund (again - FREE of charge!). Sharon replied by email: 'So are you saying there is nothing you can do for me? '. And then she proceeded to write this negative review here on Houzz.

Dear Sharon, our Deco Stones' team have been working really hard to build and maintain our excellent reputation. As much as we understand your frustration, we do not understand why you decided to publish this review in an attempt to harm our reputation - despite the fact we did a lot more than we had to to resolve the issue. Our team is trained to provide exceptional customer service and your case is an excellent example of how caring our staff is (taking extra time to respond to your emails & phone calls, as well as convincing managers to send replacement products for free to keep you, our dear customer, happy). Please remember that giving us a 1-star review may help you feel better for a moment but can potentially harm our company (REAL hard working and caring people) in a long term. We do not agree with this review.

We wish you all the best.

Best Regards,
Deco Stones Team