Primethorpe Paving Avis 

Réponse de Primethorpe Paving

25 janv. 2026

Thank you for taking the time to leave such a detailed review, and we’re genuinely sorry for the frustration this caused.

The increase was due to a newly implemented surcharge for deliveries to Scotland by our delivery partner for certain postcodes. Unfortunately, while we were updating our website, the delivery pricing and lead-time information wasn’t displaying correctly. This is why the total continued to show as £155 and the estimated delivery time appeared shorter than it should have been. We completely understand how confusing and disappointing that was, especially after your order had already been confirmed, and we apologise that it took us longer than it should have to identify the cause.

We also acknowledge that we could have handled the communication better from the outset. We should have explained all available options straight away, including the unsealed/sawn-edge alternative, rather than initially presenting only the additional courier cost or cancellation.

We appreciate your patience and your kind comments about the team member you dealt with, and we’re very pleased to hear you’re happy with how the hearth looks. Your feedback has been taken on board, and we’re tightening our processes to ensure postcode surcharges and delivery estimates are accurately shown—particularly during site updates—so this doesn’t happen again.

We hope you can appreciate that we did fulfil your order for £155 even thought the delivery cost alone was actually £125.

Apologies once again.

Réponse de Primethorpe Paving

14 janv. 2026

Hi Mr Jones,

Thank you for taking the time to leave a review, and I’m genuinely sorry for the error with your hearth being cut 10cm too narrow. We completely accept this was our mistake.

For clarity on the timeline, your delivery was made on 27th November and we didn’t receive any report of an issue until 21st December. As soon as we received your email, we apologised and offered to manufacture and send a replacement free of charge.

Unfortunately, due to our scheduled Christmas shutdown and machinery maintenance (we closed on 22nd December and reopened in the New Year), the earliest we could produce and dispatch a replacement was after Christmas. We understand this didn’t work with your installation plans, and we’re sorry for the inconvenience this caused at such an important time of year.

When a replacement was declined, we offered a £100 partial refund as a goodwill gesture (around 35% of the product value) to help towards resolving matters which was accepted. While we appreciate you feel your costs were higher, we did our best to provide a fair resolution within the options available at the time: a free replacement at the earliest possible date, or a partial refund as an alternative.

We’re sorry again that we let you down on this order, and we do take feedback like this seriously. If you’d like us to review anything further, please contact us directly with your order details and we’ll be happy to discuss.

Réponse de Primethorpe Paving

1 déc. 2025

Thank you for your feedback, and we’re genuinely sorry for the frustration this delay caused. We completely understand how disappointing it must have been, especially after paying for an Express delivery service and arranging your day around the expected arrival.

To clarify, we received your order at 9am and had it dispatched by 3pm the same day to meet the Express service you selected. Unfortunately, the courier experienced an unexpected staff shortage due to a sickness bug, which resulted in the delivery failing on the day we had booked. This issue was entirely outside our control.

Although the courier contacted you directly, we were unaware of any problem until your email arrived at 5.55pm—after we had closed for the evening. First thing the next morning, we replied and chased the courier twice to help ensure a quick resolution. We continued chasing the courier throughout the following day, and your order was delivered at approximately 2pm.

Our email sent the following day:
Thank you for reaching out. We totally understand your frustration and disappointment. We received your order on the 24th and shipped it the same day for delivery on the 25th. I have chased the courier twice today to help ensure a quick resolution, as the delivery was expected yesterday. I believe your order should be delivered this afternoon, and your local depot should be contacting you directly. Please let me know if they do not reach out or if you experience any further delivery issues.

Tracking information:
Tracking ID: 60043467079 – track via: https://track2.palletways.com/index.php?setlang=en

We really appreciate your understanding.

We’re pleased to hear that you think the hearth itself is great. Given that the delay was due to a courier issue outside of our control, and that we did everything we could to chase the delivery until it arrived the next afternoon, we do feel that a 1-star review is a little unfair. However, we absolutely appreciate your frustration and take your feedback seriously.

Réponse de Primethorpe Paving

1 déc. 2025

Thank you for your review. We are sorry to hear that you are unhappy, but we would like to clarify the situation for anyone reading.

The product you ordered is Raj Green Sandstone copings. As stated on our website and shown clearly in our imagery, Raj Green is a natural stone that includes a mixture of green, grey, and brown shades. Variation in colour is not a fault; it is a natural and desirable feature of this material—and exactly what was supplied.

During our conversations, you repeatedly stated that you wanted all the copings to be the same colour, and we explained several times that Raj Green Sandstone cannot be supplied as a single, uniform shade. It naturally comes in a mixture of tones. You also wished to place an additional order of 50 copings, but only if we could hand-select every piece to match perfectly. Unfortunately, this is not achievable with a natural stone product, and we were transparent about this from the beginning.

Although there was no fault with the goods, we still offered to help by arranging a return and providing a refund minus the delivery cost, which is standard practice when the product received is correct but not what the customer ultimately wanted. The issue here was not the product quality, but that you were expecting a monotone concrete-style finish rather than a naturally varied stone.

We are always happy to assist customers wherever possible, but only when the request is fair and realistically achievable. Our team remained polite and professional throughout. Unfortunately, when information is shared that a customer does not want to hear, our service can sometimes be labelled as “disgusting,” which is simply not the case here.

We appreciate all feedback, but we do feel it’s important that the facts are clear for future customers.

Réponse de Primethorpe Paving

Actualisé le 11 nov. 2025

Hi Gary,

We do feel this review is rather harsh. We were more than happy to facilitate the return of the incorrect goods and even offered to arrange the collection and return on your behalf. However, after explaining that the return postage would cost £65 and the original delivery charge of £65 would also be deducted, this would have left you with only a £5 refund. We didn’t feel this made sense for you, so we suggested it might be best to keep the stone and try to sell them locally instead.

We also explained that if the product had been faulty or damaged, we would, of course, have absorbed the costs in full. However, as the items were supplied correctly and the issue was simply that the wrong size was ordered, we couldn’t reasonably absorb £130 in delivery costs on a £135 order.

We always aim to be fair and transparent, and we’re sorry you feel disappointed despite our efforts to help.