Communication was on the whole very good,every call answered with a positive response. Product arrived in tact,no chips or broken slabs. Delivery driver was polite and helpful. Will use again.
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Review summary
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Reviews shaping this summary
We decided to use Nustone as their website shows great examples and also a colleague recommended them. We went to visit the showroom for ideas. After measuring up at home and making our choice, Prade... See more
Company replied
Honest Review! We brought some sandstone slabs from Nustone, but changed our mind to Porcelain, and these guys were amazing throughout, Vishal in particular was so helpful and couldn't do enough for... See more
Company replied
Nustone have been great. I'm writing this as our patio stones are being laid, and neighbours are asking where we got them from because they look so good. Prescilla was friendly, helpful and wise about... See more
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Company details
About Nustone Patios Ltd
Written by the company
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With over 20 years of experience in supplying high-quality Natural Stone and Porcelain Paving all across the UK, we take pride in offering you the best experience possible so you can rest assured that when you choose Nustone, you’re dealing with professionals.
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Price Match Promise
We won’t be beaten on price, so if you’ve had a cheaper quote for the same product, we can match it!
If there is anything we can do to help, please don’t hesitate to contact us. We would be happy to hear from you.
📞 01206 700 599
💻 support@nustone.co.uk
🔍 www.nustone.co.uk
Better Patios. Better Prices.
Contact info
Dobbies Lane, Marks Tey, CO6 1EP, Essex, United Kingdom
- 01206 700 599
- support@nustone.co.uk
- nustone.co.uk
4.1
Great
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 92% of negative reviews
Typically replies within 1 week
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Poor customer communication
There were initially some delays to my order. Each time I reached out to Nustone they told me a different story, or said they would call back and didn't. In the end I decided to cancel my order, and thought that was the end of it. But 4 weeks later, still no refund. I contacted customer service again, and it was the same problem - different excuse given each time, promise of call backs that didn't happen. I ended up having to open a PayPal dispute to get this resolved, and even here their communication was really bad.
I'm pretty sure they've outsourced customer service to a 3rd party company overseas. My message to nustone is - this isn't working!
1 December 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi David,
Thank you for taking the time to share your feedback.
We sincerely apologise for the experience you had with your order. We completely understand how frustrating this must have been, especially after you decided to cancel.
Recent supply chain challenges have unfortunately affected some of our internal processes and stock availability, and we recognise that this impacted the level of service you received. Please be assured that your feedback is taken very seriously, and we are working hard to strengthen our communication and overall systems.
We have acknowledged the PayPal dispute on our end, and kindly request that you follow up with PayPal for further updates. The process may take a little time, as each team follows its own standard procedures. We appreciate your patience and hope this will be resolved for you soon from their end.
We truly value your understanding and hope we have the opportunity to provide you with the reliable service that Nustone strives to deliver in the future.
Kind Regards,
The Nustone Team.
The tiles are lovely but...
The tiles are lovely. However some had manufacturing faults (edit - not just chipped in transport as implied in their response) and although the company have agreed to give me a refund they haven't actually done so yet. Edit- I did eventually get a refund.
2 December 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Fiona,
Thank you for taking the time to leave a review.
We are glad to hear that you loved the tiles; While a few slabs were chipped in transit, we take great pride in providing quality products and supporting our customers with a fair claims policy.
We sincerely apologise for the delay in processing the refund. This should now be fully resolved, and we appreciate your patience while we sorted it out.
We hope to have the opportunity to serve you again in the future.
Kind Regards,
The Nustone Team.
Don't have Products in Stock & Took Ages to Refund. Disappointing.
The Raj Green Porcelain Paving plus some other items I ordered on 13th October (Over £2,000 worth) were never delivered, despite being shown as on 4-8 days delivery from order on their website. After querying many times when delivery could be expected without any definitive answer and having booked time off work to lay the patio, hired mixer etc etc I requested a cancellation of the order and full refund to which they agreed. This cancellation was agreed on 5/11/25 and they said that they would process the refund and I could expect to receive the funds in 5 to 10 business days. I have still not received the refund on my account now 19 days later. I contacted them last week and they claimed to be experiencing 'some issues with their payment gateway' which has delayed the refund process and asked me to wait. So are they saying they haven't been able to pay anyone for nearly three weeks? Avoid this company, they cannot be trusted. *EDIT, AFTER POSTING THE ABOVE REVIEW, NUSTONE GOT IN TOUCH, SORTED THE REFUND PROMTLY AND GAVE SOME GROUT AS COMPENSATION. A VERY FRUSTRATING EXPERIENCE ALL ROUND, DISAPPOINTING THAT IT TOOK THIS TO GET IT SORTED, BUT A SATSFACTORY RESULT IN THE END.
24 November 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Phil,
Thank you for taking the time to update the review. We sincerely apologize for the inconvenience and frustration caused during your experience.
While we did encounter a few internal issues that unfortunately delayed the process, we are pleased that these have been fully resolved and that the refund was subsequently processed. Our team also ensured a proactive callback was made to keep you informed once everything was cleared.
We understand how important accurate delivery information and timely communication are, and we are continuously working towards improvement.
We appreciate your patience throughout this process and are glad that the matter is now settled to your satisfaction.
We look forward to the opportunity to demonstrate the level of service we always strive to provide.
Kind Regards,
The Nustone Team.
Jennifer was very helpful and confirmed…
Jennifer was very helpful and confirmed all details related to the paving slabs quickly.
21 November 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Christopher,
Thank you for the 5-star review!
We are so pleased to hear that Jennifer was able to provide the service we always aim for. Your kind comments have been shared with her, and she is delighted to know his efforts were appreciated.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Waste of time and inflexible company
Put an order in for 2 patio packs as the price was way better than anyone else. Downside is the transport part and inflexible on where they will deliver it to despite me sending pics and numerous messages they couldn’t guarantee where they would off load it to and that really matters. Reluctantly I had to cancel and still haven’t refunded me nearly 2 weeks later. Outrageous!! Whilst Juliet was polite on the phone, they are not so straightforward to deal with so please beware. If you need a refund then be prepared to wait substantially longer than you should have to. Shame
Having received a reply today Friday 28th November the reply simply isn’t true. I did send lots of pics to prove the delivery was possible but their transport department was so uncooperative. They agreed and I paid then changed their minds. It was ME who cancelled. Just beware with your ordering arriving as the prices offered are very competitive but be prepared to have your stuff dumped anywhere the driver chooses. Yes it did take over two weeks to receive a refund and I stand by that being an outrageous amount of time.
They are polite but I believe if you’re not careful the saying
« Cheap is expensive and expensive is cheap » is a good saying to take on board
Just beware ……
5 November 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Elizabeth,
Thank you for taking the time to leave a review.
Regarding the delivery, the order had to be cancelled as our courier partner was unable to complete the delivery due to tight access at the location. Despite the photos and information provided, we could not safely guarantee an offload point without risking damage to your goods or property, and we always prioritise safety and care.
We would like to clarify that the refund has already been processed, and we hope it is already reflecting.
We appreciate your kind words about Juliet, and we are sorry that the overall experience did not meet your expectations. Your feedback is valuable and helps us improve our service and communication.
If any further assistance is required, please feel free to reach out.
Kind Regards,
The Nustone Team.
Updated Review. I placed an order with Nustone for…
***Updated Review*** Since placing a review on trust pilot(see below) Nustone have been in contact with me, resolved all the issues I had and got my money returned to me as well as a 5% refund on a previous purchase. Some of the best customer service iv received. That's said all of the below did still happen.
I placed an order with Nustone for two pallets of Mint Indian Sandstone for a landscaping job. After being told they could not provide the product, I was promised a full refund. This was four weeks ago, and I have still not had my money returned. The lack of accountability from Nunstone has been appalling; not only has my job been held up, but I have also had to pay for the slabs a second time at a different company just to keep the project moving.
I have spent weeks chasing this refund. After calling multiple times and being fobbed off, I was told last week that the money had finally been sent. Fast forward a week, and still no money. When I called again, I was told that "system updates" were the issue and they would manually attempt to process the refund. Despite these promises, I am still waiting for the money. The call centre staff clearly have no idea what is going on, reading the same scripted responses to me call after call.
The entire situation, from start to finish, has been awful. As a small business (SBT Construction), we are dependent on cash flow, and this delay has made finishing this job incredibly difficult for us. I strongly advise everyone to AVOID Nustone Paving at all costs!
18 November 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Mr Fountain,
Thank you for taking the time to update your experience.
It is great to have been able to reach out, resolve the issues, and restore your confidence in our service. We appreciate your patience throughout the process and are pleased that the refund was successfully completed along with the 5% discount applied through the trade account. Thank you for giving us another chance to demonstrate the level of service we always aim to provide.
We sincerely apologise for the earlier delays you experienced. Recent supply chain challenges and the transition to our new website unfortunately impacted some of our internal processes, and we understand how frustrating this must have been especially while managing ongoing projects. We truly acknowledge the experience, and feedback like yours helps us strengthen and enhance the customer experience.
We look forward to serving you again in the future and wish you the very best with your project.
Kind Regards,
The Nustone Team.
Tiles look great
I got the Ivory ceramic tiles for my patio and they look great.
I had some issues with a delivery arriving late and a broken tile but the customer support team was able to address the issue.
10 November 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi,
Thank you for taking the time to leave a review.
It is wonderful to know that we were able to regain your trust. Feedback like this motivates us to continue delivering the best for the customers.
Wishing you great success with the project and we look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Avoid this company
Avoid this company.
Order placed 26th Sept for 4 pallets of white porcelain which were advertised as being in stock and available for delivery in 4-8 working days. Chased every other day for a delivery date but simply told 4-8working days. After 4 weeks of chasing I was told that these were not in stock and a delivery was expected but couldn’t give a date!
Refund requested and told that it had been initiated, 2 weeks later still not received after chasing multiple times. Just been told the system is down so they are unable to return the money to my account but will ‘try’ to do a manual transfer.
Thankfully these were purchased on a credit card so have initiated a formal complaint / claim to recover the cost.
Alternative paving purchased from a builders merchants at a better price and next day delivery.
7 November 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Mr Simpson,
Thank you for taking the time to share the feedback.
We are truly sorry to hear about your experience, and we completely understand the frustration caused by the delay.
While we do our best to provide accurate lead times, unexpected stock and supply chain issues can sometimes occur. In such situations, we always aim to keep customers informed and offer alternative products as quickly as possible.
We hope that our follow-up communication and resolution efforts have gone some way toward restoring your confidence in our service.
We value your understanding and look forward to the opportunity to provide you with the level of service we always strive to deliver.
Kind Regards,
The Nustone Team.
Honest advice, great customer service
Salma Shaik Abdul made me feel welcome in the showroom and gave great advice on the choice of granite slabs. There was no pressure, she gave me several options and with the additional information she provided it was easy to decide about the order. The tiles were delivered today, from beginning to end I really enjoyed doing business with Nustone. A deserved five stars!!
5 November 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Paco,
Thanks so much for the lovely review!
We are really pleased to hear that Salma was able to provide such great service. Keeping customers well-informed is something we value deeply, and it is great to know that came through in your experience.
Wishing you good luck with patio project, we look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Great product and service
Great product and service. Thank you Harry.
18 September 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Anna-Marie,
Thank you for the 5-star review!
We are delighted to hear that you are pleased with our products and service. Your kind words have been shared with Harry, and he really appreciated the recognition.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Excellent service from Salma
Excellent service from Salma — she was professional, efficient, and a pleasure to deal with. Highly recommend
21 October 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi James,
Thank you for the fantastic review!
Customer satisfaction is at the heart of what we do, and we are pleased that Salma was able to coordinate effectively. She is delighted to know her efforts were appreciated.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Very impressive online.
Very impressive online.
Lynne Heal in Blaby Leicester.
12 October 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Lynne,
Thank you for the 5-star review!
We are really pleased to hear you were happy with the service provided. It is always rewarding to hear from satisfied customers.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
Sandstone mixed sizes
Saw the website and prices were competitive so got a sample sent. Called into yard and ordered 5 crates via Pradeep who was very helpful. Stone arrived as stated and all ok. I would definitely use Nustone again. Thanks for all the help.
30 September 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Simon,
Thank you for the positive feedback!
It is wonderful to know that we made a positive impression. Your kind feedback has been shared with Pradeep, comments like this inspire the team to keep delivering the best service.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
White Porcelain at Nustone….
We found Nustone online while looking for white porcelain slabs for our front steps . We popped in to their depot on the A12 to look at the product before placing an order . Harry showed us the product and was then with us every step of the way from sample to order . Nothing was too much trouble and his communication on WhatsApp was brilliant . When we needed a few more slabs to get our steps finished he couldn’t have been more helpful . We will definitely be going back and be recommending Harry at Nustone to our friends . 🌟🌟🌟🌟🌟
2 October 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Vicki,
Thank you for your fantastic review and recommendation!
We are so pleased to hear that Harry was able to provide the service we always aim for. Your kind comments have been shared with him, and he is delighted to know his efforts were appreciated.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Fantastic ordering and delivery experience.
Had fantastic service from Pradeep in the office at Nustone, who took me through the ordering process, looking at various options available. He was very knowledgeable and liaised with his logistics/delivery team to make sure our wonderful ivory porcelain slabs were delivered when promised, and exactly on time. Great service from Pradeep throughout!
The location of our property is at the end of a small dead end road with limited space to turn around. However, this proved no problem for Ian, the very skilled delivery driver from Nustone, who reversed all the way down to drop our slabs exactly where we needed them. Can’t praise Ian enough - a competent driver and brilliant service.
All in all, a great, professional service, especially from the two guys mentioned - Pradeep and Ian - and I’m more than happy to recommend them and Nustone, for a hassle free experience!
2 October 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi,
Thank you for the recommendation and a lovely review.
We are so pleased to hear you felt supported throughout. Pradeep and Ian were delighted to know that the service made a difference. It is always rewarding to receive such positive feedback from customers.
Good luck with your patio project; we look forward to serving you again in the future!
Kind Regards,
The Nustone Team.
Spoke with Jennifer a few times and…
Spoke with Jennifer a few times and found her very professional and helpful. the product i brought on 2 occasions was teak decking and its an excellent product. delivery was very fast and the delivery drivers were excellent. only gripe was 780.00 GBP for it to be delivered, i found this charge was hidden till the end of the transaction and even then i missed it( my fault) its a shame as its the only thing that lets an excellent company down
30 September 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi K Adams,
Thanks so much for the review and kind words about Jennifer — we have passed them on to her. We are glad that you are happy with the decking and our delivery service.
We understand your point about the handling charge. The decking boards are sourced and stored in bulk at our warehouse, and each order goes through careful packing and a two-man delivery service.
That said, we know how important transparency is. The handling fee is now displayed both in the cart page and at checkout, but we have taken your feedback on board. We are also in the process of launching a new website very soon where all costs will be even clearer upfront.
We look forward to serving you again.
Kind Regards,
The Nustone Team.
I have been very happy with the service…
I have been very happy with the service by Nustone.
Was lucky to have received a patio seating set of a sofa and two chairs along with a coffee table as a gift.
Unfortunately the glass to the coffee table arrived broken and I was quite happy to replace it myself, but did mention it to Jennifer at Nustone, who has been extremely helpful during the entire ordering process.
However I was absolutely amazed, this morning when the glass for the table arrived THIS morning!!
A very high level of Customer service not experienced before!
Thank you Nustone !
Bravo.
Nadira Kurtha
25 September 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Nadira,
Congratulations once again on winning the Nustone Grand Giveaway prize! Thank you so much for taking the time to leave such a kind and detailed review.
We always strive to go above and beyond to ensure our customers are completely satisfied, and it brings us tremendous pride to read your feedback. Of course, a special bravo to Jennifer for assisting you throughout the process and sorting out the replacement glass so promptly!
We look forward to continuing to serve you in the future.
Kind Regards,
The Nustone Team.
Good quality tiles with excellent after…
Good quality tiles with excellent after sales support. We had chosen a type of granite tiles that our builder hadn’t used before. All questions on method to lay the tiles, products to use etc were answered patiently and accurately by Harry - the sales rep. I would definitely recommend Nustone
15 September 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Prashanth,
Thank you for your fantastic review and recommendation!
We are delighted to hear that you are pleased with our products and service. Your kind words have been shared with Harry, and he really appreciated the recognition.
We look forward to assisting you again in the future.
Kind Regards,
The Nustone Team.
Cheep paving terrible delivery second…
Cheep paving terrible delivery second time now in a row 100% never recommend
24 September 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Hallum,
Thank you for taking the time to leave a review.
We are glad that we were able to get in touch with you and the order has now been delivered. However, we sincerely apologise for the slight delay and the inconvenience this caused.
We hope the concerns you raised have been fully resolved following our conversation.
Your business means a great deal to us, and we remain committed to continually improving our service. We look forward to your next order.
Kind Regards,
The Nustone Team.
Good products sensibly priced and…
Good products sensibly priced and helpful polite service throughout from Pradeep. Will use again which is the best recommendation I can give.
14 July 2025
Unprompted review
Reply from Nustone Patios Ltd
Hi Stephen,
Thank you for the positive feedback!
It is wonderful to know that we made a positive impression. Your kind feedback has been shared with Pradeep, comments like this inspire the team to keep delivering the best service.
We look forward to serving you again in the future.
Kind Regards,
The Nustone Team.
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