Do NOT Order from Stone Source – Customer Service Unacceptable
I am extremely frustrated with the logistics and customer service at Stone Source. My order, split into two parts (one domestic and one from Italy), has experienced delays, broken promises, and severe communication issues.
Despite repeated assurances, the tiles for the first part of my order did not arrive as promised, and no one informed me or my contractor about the delay. I had to reach out to the carrier myself, only to learn they required an appointment—unnecessary for our doorman building. This miscommunication is unacceptable, and it should not fall on me to manage delivery logistics.
As someone with a background in logistics, I am shocked by the lack of professionalism and process here. My 91-year-old mother’s apartment renovation is now halted, causing significant inconvenience. Service at Stone Source has declined sharply under the new ownership, and my attempts to contact the CEO and Logistics Director have gone unanswered.
Additionally, I was not informed of faster shipping options for the second part of my order from Italy. I later learned that air shipping was available, but I was not offered this choice initially.
I demand immediate action to provide clarity on delivery timelines and to explore expedited options for the remainder of my order. This experience has been deeply disappointing, and I expect Stone Source to address these issues promptly.
