Rock Unique Ltd

Decent enough product, bit expensive but TERRIBLE customer service. I think in short, if you can buy it somewhere else then do! The full story if you're interested...

I regret buying from Rock Unique, not because of the product (they've got a decent selection) but because of the awful service. I was undertaking laying my own patio and needed some advice and ordered with Rock Unique. Main issue was they missed the wastage off my order - even though I asked 4 times during ordering to confirm it was added and they confirmed it was - I waited 6 weeks for delivery to then discover the error. Rock Unique then blamed me - I should of "checked the invoice more throughly" (which is true & fair enough, but you presume they've been accurate after you've asked 4 times and when you've placed your trust in a company for advice, as a newbie to the patio laying world. Then get dismissed like that its bad form!). Due to this delay, I missed a slot with a builder on something related which cost me time and £££. Rock Unique then told me they had some of the stone in stock (no apology at this point) and would get it delivered on the next delivery in my area - they'd "let me know". Then when nothing happened. I call and the guy "wasn't aware" of ever agreeing to that. Great, more weeks wasted. So I drive over there and expect some level of apology, nope, maybe some type of goodwill gesture to make up for the poor experience? a few complimentary tiles, a discount? nope. I expressed how frustrating dealing with them was and the guy basically didn't care. I needed to prompt him to make an apology for how inconvenient everything had been. Their only offer was to take the tiles back ....but I'd have to pay again for the £80 delivery back to them and a 15% restocking charge! Great customer service.

I decided to walk away at this point, I've kept the tiles with a bitter aftertaste. Legally etc I know I don't have a case, they "delivered what was on the invoice" - Rock Unique quote...but purely from a customer service point of view they stink.

So if you buy from Rock Unique, you make sure it's right and don't rely on their advice ....or just go somewhere else. :-)

Thanks!

EDIT: following below response from owner
To the owner of Rock Unique, you have clearly been misinformed by your staff as to what happened. I was very willing to pay for ALL materials - it would be insane to expect wastage for free! The person who took my order DID NOT add it to my order, even though I repeatedly asked them whether my total included the requested 5% wastage. So I DID NOT IGNORE ADVICE. This then led to the series of unfortunate responses and lack of competency by your team - as described above.

Also, it's great that you can respond to a bad review, but you couldn't ever pick up the phone even though I repeatedly asked to speak to the owner of the business, when I wasn't happy with the indifference shown by your team. You have my number (it's on the order form that Rock Unique got wrong) CALL ME!

Finally, it might be worth mentioning that when a customer is making a constructive complaint to not have someone in the back office laughing & chuckling along - when it was their incompetency that caused the issue in the first place.

When you visit Rock Unique it has really great displays to help you see exactly what everything looks like before you decide to buy. Wide selection and they offer that little bit extra in choice. Love the peperino stone from Italy!! Great staff and it is even open on a Sunday!!! 👍🏼

Great displays of paving and worth the distance we travelled. I'd say prices are possibly slightly above online retailers, but if you want to deal person to person worth a visit. We didn't buy anything or speak to staff so can't comment on that side of things. Bear in mind displayed prices are plus VAT, although this is clearly shown some may not notice ;-)

Avoid this company!
I run a gardening company and ordered some paving from Rock Unique for a client job. It was expensive compared to my usual supplier but I was assured they had the required stone in stock and delivery could be made the following week.

It didn't arrive as scheduled costing me significant disruption and extra labour charges etc. The stone was poor quality with some pavers significantly thinner than advertised and as a result there were more breakages than normal.

It turns out that an administrative error at their end had resulted in the delayed delivery. Customer service was shockingly bad and they refused to make any gesture of goodwill for their failure.

My advise is to avoid using this company at all costs - you will be disappointed and out of pocket.

Yet again they had what I wanted, as a good price.

The staff at Rock Unique Ltd are extremely knowledgeable and helpful. As a wood-burner stove installer I have bought about 8 hearths from these guys recently. The slate / granite / stone hearths are great quality and reasonably priced.

Waited 2 months for a Stone circle, finally arrived and paid for. Arrived to pick them up and was told was too late for collection. Absolutely Fuming. Asked for refund and will definately not be using this company again.

A great place to go for patio slabs. Been able to extend my patio twice over the last 6 years matching stone that has been down for 20+ years. Would recommend!