Cornerstone Mantels & FireReviews of cornerstonemantels.com

Response from Cornerstone Mantels & FireAug 10, 2016

We can't apologize enough for the confusion on your order. We rolled out a new CRM system to improve on our customer service at the beginning of last month and the company that set it up somehow eliminated our incoming emails and voicemail from our old customer service platform. It's a huge mess and we're literally digging out of the trenches to try and save face with our customers not thinking we're a crackpot operation. We do show that this order was fulfilled and delivered. As a courtesy for the experience you received, we are happy to give you a full refund, and pay for shipping back. Or we can give you a gift certificate for $25 off your next order. Please email us at [email protected] or call 888-520-3473 and we will be happy to help resolve.

Response from Cornerstone Mantels & FireAug 10, 2016

The items in your order were custom order tempest torch heads. We do show they were delivered and that your contractor contacted us after they were delivered to inform us that the wrong ignition type was ordered. So, we helped him process a new order for the correct units. It looks like a return authorization was approved and we are awaiting the return of the units that were ordered by mistake. Once they are received in our warehouse you will be receiving a full refund for the units that were ordered in error. We can't apologize enough for the confusion on your order. We rolled out a new CRM system to improve on our customer service at the beginning of last month and the company that set it up somehow eliminated our incoming emails and voicemail from our old customer service platform. It's a huge mess and we're literally digging out of the trenches to try and save face with our customers not thinking we're a crackpot operation.

Response from Cornerstone Mantels & FireAug 10, 2016

We can't apologize enough for the confusion on your order. We rolled out a new CRM system to improve on our customer service at the beginning of last month and the company that set it up somehow eliminated our incoming emails and voicemail from our old customer service platform. Hopefully, the price and product quality made up for it. Contact us direct and we will give you a $25 coupon on your next order. Mention this review when you contact us.

Response from Cornerstone Mantels & FireAug 10, 2016

We can't apologize enough for the confusion on your order. We rolled out a new CRM system to improve on our customer service at the beginning of last month and the company that set it up somehow eliminated our incoming emails and voicemail from our old customer service platform. It is back up and running to normal and we urge you to review the positive feedback from our customers prior to the month of July 2016. We would really appreciate the opportunity to earn your business back. So, we would like to offer you $25 off your next order. Just contact us and mention this review when placing your order.

Response from Cornerstone Mantels & FireJul 20, 2016

Hi ChuxK, We pulled your order and found that your order was placed on Friday 7/8/16 at 9pm which was outside of our normal business hours. Your order was processed the following business day Monday 7/11/16. As outlined in our shipping terms we have a minimum 3-5 day lead time to ship on all of our orders with Free Shipping. (This is also outlined in the invoice confirmation we emailed to you) The order shipped on Thursday 7/14/16 which is well within our normal lead time. (and we are in peak season right now) We ship manufacturer direct. And, the items in your order ship direct from the manufacturer in Ohio. So, the ground time to you is 5 days. We do offer expedited shipping to all of our customers So, if you need your order faster in the future please request an expedited shipping quote and we can get the product to you as soon as next day. Keep in mind, we are not a big box company. We are a small business of licensed contractors and professionals that are experts in the products we sell. We do not advertise Fast Shipping. Our feature benefits are 100% product satisfaction, Free Shipping and Expert Tech Support. If you are not happy with your order you are welcome to return your order for a 100% refund.