Cornerstone Mantels & FireReviews of cornerstonemantels.com

Product in stock when ordered. After waiting one week for tracking, I emailed for status with no response. I then left message on site contact form with no response. I then called and had to leave message which was returned at 7 pm that night and was told product was out of stock and would not be back in stock until next month. No attempt to inform me of delays or issues and it took three attempts to get status. I immediately canceled order and went to their competitor who had exact same product in my hands two days later. It goes without saying I will never use this company and I repeat my experience every chance I get. Consider yourself lucky for the second star.

most competitive price -- but total lack of communication about order progress; unreachable customer service; long delays on shipping even after credit card was charged.

Still have not received out wind guard!

The first email thanked me for my order. The 2nd email cancelled the order and I was refunded my money. The product I ordered you apparently don't sell. It was Louisiana Grill Seasonings.

We placed an order for a fire pit bowl insert for a client's landscaping project, and initially everything seemed fine. We'd received an order confirmation email after placing the order, but afterward communication of the order/shipping process was severely lacking. We were given an 8-12 business day window for our order to arrive; about halfway into that period, after not hearing anything regarding the order being shipped or an update on the status (but after already being billed), we tried to reach out to Cornerstone. We tried using the contact form on their website, but after not hearing anything for a few days, we called their customer service line. We were put on hold briefly and then the call was transferred to voicemail. We left a message asking to be contacted with the status of the order, but again, did not hear anything back. We called, again, the next day, this time trying both of the phone menu options (customer service and sales); not surprisingly, the call was sent to voicemail, where we again left a message. Why bother advertising your phone number and the ability to "talk to an expert" if there's never anyone to answer the phone or respond to emails. After "googling" the company, we found other reviewers with similar experiences to ours, which was concerning. Finally, after becoming worried that this was all a big scam, we received an email from Cornerstone; it didn't acknowledge any of our other attempts to reach them, it just let us know that the order had been shipped. It didn't include any way to track the order, and we were surprised when a large truck pulled up in the evening, a few days later, to deliver the product (luckily we were home to accept it). Again, it would have been nice to receive some communication as to when we should have expected the order to arrive. All-in-all, the product was as described, we were happy with the purchase, and it arrived within the delivery window, but we won't be using this company again. If they'd have simply kept us updated or been responsive to any of our numerous attempts to reach them, it would have been a much different experience. But, it all boils down to customer service and having confidence in the company - we received none of the former, so we have none of the latter.

I have been trying to get a key valve replaced that was labeled correctly in the manufactures box but contained product made with two different finishes the exposed Flange being the wrong color. They are treating this as returned product request. The first customer service person said it would take two days to get an answer from the manufacturer I said there is nothing to be answered and offered to email a photo to show the two different finishes. She said they may request that, but we will get back to you. A week goes by and no response I call again, get voice mail , we are too busy please leave a message. I leave a very detailed message explaining the problem. Two more days go by no response, I call again and explain the issue. CS person says I remember you, sorry the manufacturer never did back to me I will try again and will get back to you in two days. I said no I need to install this part in new masonry work which should be done in a few days, just send a new valve I will send back the old one. Now CS person says hold on let me call them right now, they usually answer right away. I hold, CS gets back on sorry no luck only got manufacturers voice mail, I will get back to you in two days. I said you have 3 mores hours left today can't call them again until they answer. CS I will try but if not I will get back in two days Later this same day Tech Services responds and but has to leave me a voice mail. TS- your part is not defective, the valve body which is not visible when installed will not be the same finish as rest of the part. If that is not the problem please call back. My voice mail and both calls to CS explained it was the visible Flange not the valve body. I call TS number and get CS again new person. I ask for Ray in Tech Service. CS person sorry I can't get you to TS but we can help and very slowly asks me for my first name, last name, order number, phone number.... I say you have all that info with the order number. CS Person I just need to verify, can I have your email, the date order was placed, what address was this shipped to....Stop I say I can't stay on the line any longer I need to leave, you have all that info with the order number just tell Ray in TS that the flange is wrong color not the valve so send new part please CS person sorry I need to complete this info, can you tell me the product name, what day did you receive order......... I said, I have to go sorry, I hung up and have no idea if I will ever get the right part

I purchased here because there was a 2 day guarantee on time shipping but it was 7 days before the shipped received it therefore causing me to reschedule my install.No one even contacted me to to let me know it was going to be late no apologizes nothing not a good experience.

Ordered on 12/17, shipped on 12/29. It was a direct ship from manufacturer but I received the request for feedback email before it even shipped. Looking forward to a great product but disappointed on the slow ship and lack of communication by the company.