Primethorpe Paving Arvostelua 

Vastaus yritykseltä Primethorpe Paving

19.5.2026

Hi Andrew,

Thank you for your feedback.

We have located your order from January 2026 and we are genuinely sorry to hear that you were disappointed with some of the coping stones received.

What has surprised us most from your review is the suggestion that your concerns were ignored. Following your review, we have carried out a full search of our email system using the email address linked to your order, along with a review of our inbound call recordings, and unfortunately we cannot locate any previous contact from yourself regarding these issues.

I can promise that we will always respond to customer concerns if we are made aware of them, and had we been contacted directly at the time we would absolutely have reviewed the photographs and discussed the matter with you.

Natural stone coping is, by its nature, a hand-finished product and some variation, minor chipping and occasional imperfections can occur, particularly with hand bullnosed materials. However, we do appreciate your comments and are sorry to hear that you felt the level of wastage was higher than expected on this occasion.

We are always happy to review issues directly with customers where concerns are raised promptly and with supporting images.

Please accept our apology.

Vastaus yritykseltä Primethorpe Paving

18.5.2026

We’re very sorry that your original delivery arrived damaged. Following your report, we immediately arranged a completely free replacement with the courier company, which was delivered within 2 working days of the original order arriving.

For clarity, the order consisted of 22m² of paving — an 18m² full pack plus an additional 4m² supplied separately on a pallet. Unfortunately, the courier dropped the additional pallet during transit, which caused significant damage. We did not hesitate to resolve this and organised a full replacement of the additional 4m² free of charge.

With the replacement delivery, there were 2 damaged paving slabs but from from a total of 72 slabs supplied, meaning less than 3% of the overall order was affected. While we completely understand that no customer wants to receive even a single damaged paver, unfortunately as a business we cannot send replacement deliveries for 2 individual slabs due to the extremely high transport costs involved with shipping heavy paving products.

We always strongly recommend ordering a small amount extra for cuts, wastage, and the unlikely event of minor transit damage. In this instance, the 2 affected slabs could still have been used for cuts around the project.

As paving is a fragile product transported nationwide on pallets, a very small amount of damage is considered within normal industry tolerance levels for heavy goods transport. Nonetheless, we acted quickly to resolve the original issue and are disappointed that this has resulted in such a negative review.

Vastaus yritykseltä Primethorpe Paving

3.5.2026

Thank you for your review. We’d like to provide some additional context regarding this order.

The delivery was made to the exact address entered by the customer at the time of placing the order on our website, it was not dispatched to a random location 50 miles away on our part.

The order was also collected by the courier on the same day it was placed to ensure prompt processing.

The day before the scheduled delivery, the customer contacted us requesting a change of delivery address. We immediately passed this request on to the courier company. Unfortunately, as the consignment was already in transit, the requested amendment was not actioned in time by the courier.

In this situation, the standard procedure would have been to refuse the delivery upon arrival, stating that the address was incorrect, and request redelivery to the updated address. The courier would then have arranged this accordingly. However, the delivery was accepted, and the customer chose to transport the goods to the new address independently, after which a request for compensation was made.

Regarding the damaged items, we did request photographs so that we could assess the issue properly and take appropriate action, as is standard practice for damage claims.

We would kindly advise all customers to double-check delivery details at checkout, and if any issues arise with delivery, to refuse the goods rather than accept them, so that we can work with the courier to resolve the matter efficiently.

We regret any inconvenience caused but maintain that the situation arose from circumstances outside of our direct control and the customer has to take some responsibility for not enter the correct address at checkout.

Vastaus yritykseltä Primethorpe Paving

29.4.2026

We’re sorry to hear about your experience and understand how frustrating this must have been.

We would like to clarify that your order was delivered on 24th March, and the issue was raised with us on 29th April—just over 5 weeks later. Unfortunately, this length of time makes it very difficult for us to investigate or verify what may have happened at the point of delivery.

All of our orders are carefully picked, weighed, and checked before dispatch, and the records for your order matched the expected quantities. As the issue was reported some time after delivery, and without any photographs of the original delivery, we were unable to assess the situation fully—particularly as some of the materials had already been used.

We always recommend checking all items upon delivery and reporting any discrepancies as soon as possible so we can resolve matters quickly.

While we weren’t able to take further action in this instance, we do take all feedback seriously and are always happy to discuss any concerns directly.