Cornerstone Mantels & Fire Reviews | Read Customer Reviews of cornerstonemantels.com

Cornerstone Mantels & Fire Reviews | Read Customer Reviews of cornerstonemantels.com

Cornerstone Mantels & Fire reviews

Showing 23 reviews with 1 star · Clear filters

Toli S.
Jun 24, 2019
EXTREMELY CONCERNED WITH RECEIPT OF MY…
EXTREMELY CONCERNED WITH RECEIPT OF MY PURCHASE FROM THIS GROUP!! Invoice# CS-19760 I have been waiting now for the past couple of months to be contacted by someone at your place of business with an update on the delivery of my purchased BBQ Island. I have not received a response email, message or phone call in regards to any of my recent contact attempts I also made. When will I receive the bbq island I purchased!! As I have stated over and over again in my emails, live chat requests, instant messages, and my phone messages, contact me ASAP! Toli
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Darius
Mar 10, 2019
DO NOT DO BUSINESS WITH THIS COMPANY!!!
DO NOT DO BUSINESS WITH THIS COMPANY!!! They are not an honest business and They send you used and refurbished items.
Response from Cornerstone Mantels & FireMar 11, 2019
We are sorry you feel it necessary to post innacurate information about our company. All of the products we sell are new and come direct from the manufacturer. We are aware of your order and know that you were not happy with the quality. We replaced the product twice and you still were not satisfied. At that time we provided you with a return label and offered a full refund. Instead, you filed a charge back against Paypal at which time PayPal sent your refund back to your credit card company and charged us for the refund. You still have the product in hand and Paypal has refunded your payment to your credit card company. We were advised by Paypal to file a consumer fraud claim in regards to this order. However, we wrote the order off as a loss. Please contact Paypal with any further questions. And, you still have valid return labels if you should choose to return our product back to us.
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awful E.
Jul 29, 2016
if I could give a negative number I would
after ordering a week had lapsed and tried to get in touch w customer service. if you try, you get the voicemail box so i tried the order desk. they gave the standard line they read "due to high call volume they are busy, etc. can i take a message?" with no response back from customer svc. i tried this about 4 or 5 times, the only way i was able to communicate directly was through chat. finally after 2+ weeks i asked to cancel my order and by miracle the order was shipped out already. terrible customer service and response. by the way the order desk were simply outsourced call center employees, not their own employees so i finally figured out why it sounded like they were reading from a script when i asked to speak to customer service.
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. 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.
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Dustin
Jul 28, 2016
29 days and still no product. No customer service
I have called 21 times and sent 4 emails and no call back. I would use Amazon over this place at least you will get what you pay for as I still do not have my product that I paid for. And now has cost me more to pay my contractor to wait and Install when it finally shows up.
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.
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Kelly
Jul 24, 2016
Terrible customer service
We ordered 2 tempest torches a month ago and still have not received them. We have emailed twice, and called 3 times. You can never get a hold of a customer service rep so my husband finally pressed ext to tech dept hoping they could get him to a real person. The tech guy was extremely rude and asked what my husband would like him to do about our problem. This is still not resolved as I write this.
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.
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THOMAS
Jul 21, 2016
I question if you even have a customer service department
The wrong size wind guard was sent and for a month now I've been leaving messages with your customer service department because nobody ever answers the phone.
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.
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chuxk
Jul 9, 2016
your shipping is terrible
It was nice to find the product i needed but when a customer needs something they shouldnt have to wait 10 days. You really should have better shipping options, i would have loved to pay more money to get it faster.
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.
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Matthew
Jun 20, 2016
Terrible customer service
After waiting 2 weeks for my product, which I was entirely ok with, it never arrived. I Then called to inquire about the delay. With no answer, I left a message explaining the situation and asking that a rep please call me back. The following day with no notification my order was cancelled and refunded. I then called again, now annoyed that after waiting 2 weeks my order was just cancelled without notification or warning. The rep then explained they no longer have the item in stock. I should have been notified and not had to reach out on my own. What if I didn't call, would they have just held my $1,000 purchase...
Response from Cornerstone Mantels & FireJul 20, 2016
Hi Matthew, We apologize for your frustration on your order. We do show that our customer service team reached out to you via email multiple times with notification that the item was no longer available and alternative options. However, we did not have any response so we had to cancel the order and refund your purchase. Again our apologies that the product was no longer available.
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