Primethorpe Paving Avis 

Réponse de Primethorpe Paving

17 juin 2026

We're sorry you feel this way.

For clarity, we offered replacements immediately.

The customer chose to use the damaged goods instead.

When the damage was reported, we offered to replace the 3 damaged coping stones immediately, despite the value being below our published damage claim threshold, or alternatively collect all 7 coping stones for a full refund.

The customer advised that the damaged coping stones had already been used and that they did not want replacements, only a refund.

Once materials have been used, they are no longer available for inspection, collection or replacement through the normal courier claims process. This is a courier insurance requirement and not something Primethorpe has any control over.

The issue was never that assistance was refused. Replacement materials or a full return were offered from the outset, but the customer chose to proceed with the materials supplied and then requested a refund for the damaged items after they had been used.

Whilst the discussion became lengthy, our position remained the same throughout and unfortunately there was no resolution available once the damaged materials had been incorporated into the completed project.

We were not rude at all, but as the customer was not getting the outcome they wanted they are saying we were which is not true.

Réponse de Primethorpe Paving

Actualisé le 29 mai 2026

Thank you for your review.

Having investigated this matter, I believe there may be some confusion regarding both the order history and the events described.

Firstly, we only dispatched a single order to you. Whilst there was a larger order placed at the start of May, this was cancelled and refunded before dispatch at your request. No goods were ever sent against that order.

The only order we supplied was a small £55 cobblestone order which was delivered on Friday 29th at approximately 11:00am. Our estimated delivery date at checkout was Thursday 28th, meaning the delivery arrived the following morning rather than "a few days late" as suggested in the review.

We fully appreciate that delays are frustrating. Nobody wants a delivery to arrive later than estimated, including ourselves. However, pallet and heavy goods deliveries are not the same as parcel deliveries and, on occasion, delays of a working day can occur within the courier network despite everyone's best efforts.

You also mention contacting us regarding the delay. Having reviewed the call recording from that conversation, I feel it is important to point out that our team were attempting to assist and locate the order and find the reason for the delay and to re-assure you it was coming, however they were repeatedly provided with a reference number that did not relate any format we provide. We also struggled to identify the order because basic information such as the delivery postcode was not provided when requested as you told our customer service member you find the order as that is what we are getting paid to do

During the same conversation, references were made to sand and cement deliveries, which further added to the confusion as we dont stock or supply sand

Our team are always happy to help and investigate delivery issues, but they can only do so with the correct information. Shouting at staff, speaking over them, or refusing to provide identifying information does not help resolve matters and simply makes it harder for everyone involved to get to the bottom of the issue.

We will always accept responsibility where we have fallen short. However, in this case, the order in question was a £55 cobblestone order that arrived one working day later than the estimated delivery date. Whilst we appreciate the inconvenience caused, we do not believe this fairly reflects the one-star review left here.

Réponse de Primethorpe Paving

21 mai 2026

Thank you for your feedback. We’re pleased to hear that the ordering and online process went smoothly, although we are sorry to hear you were disappointed with aspects of the product.

That said, we do feel that a 1-star review is quite harsh in this instance. We fully respect that customers are entitled to leave feedback based on their experience, however there also needs to be a realistic level of expectation when purchasing hand-finished natural stone products at this price point.

These are hand bullnosed natural stone coping stones priced at £7.30 + VAT each. As with all natural stone, variations such as quartz lines, pyrite markings, tonal differences and occasional minor edge chips are part of the character and charm of the material itself. These are not machine-made concrete copings manufactured to an identical finish, but rather a hand-finished natural product.

Importantly, none of the coping stones supplied were structurally damaged or cracked in half. The photographs provided showed only minor edge chips and natural markings, all of which could be resolved with very minor trimming or sanding during installation. Furthermore, this only affected 4 out of the 34 items delivered.

As a business shipping heavy goods nationwide, it is unfortunately not commercially viable for us to spend approximately £55 on transport costs to replace products with a value of less than £30 where the concerns relate purely to cosmetic variation or very minor imperfections associated with natural stone.

We also clearly outline product expectations on our website prior to purchase, including that due to the way natural stone is packed and transported, some minor edge chipping can occur in transit, particularly on sawn-edge products such as limestone. These small imperfections are typically hidden once installed or can easily be positioned in less visible areas by the installer.

Additionally, black limestone products are commonly sealed after installation using a colour-enhancing sealer such as Tennax Black Cera G, which significantly reduces the visibility of minor colour variation and natural markings.

Whilst we would love for every coping stone to be immediately ready to lay straight from the crate, some level of selection, finishing or minor adjustment during fitting is entirely normal when working with natural stone products and is common practice within the industry.

We are sorry that on this occasion the product did not meet your expectations, however we hope this review also helps future customers better understand the expectations associated with purchasing natural stone products.

We do appreciate your feedback and wish you all the best with the remainder of your project.