Cornerstone Mantels & Fire Avis 154

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

DO NOT DO BUSINESS WITH THIS COMPANY!!!
They are not an honest business and They send you used and refurbished items.

I'm a first time customer with this company and I am very impressed! The customer service was truly notable as they were in contact with me every step of the way, and they worked hard to make sure I was satisfied with the product from start to finish. The product I purchased ended up "selling out" at the sale price, and they made it clear to the manufacturer that I did purchase it well within the sale. Their communication and customer relation style was extremely impressive and I do think many other companies should take note of this wonderful company! George was awesome in helping ensure that I receive my item with excellent communication every step of the way. Even when he hadn't heard back from manufacturer he wrote me an email and informed me he was working on it. So impressed! Christine was so awesome as well when there was a granite issue-she was fantastic in communication and stood behind me when having to contact the manufacturer. I could go on and on, but I'm so impressed! These two: George and Christine are definitely assets to this company, and many other companies would benefit from having employee's like George and Christine who go the extra mile for the customer! So happy with my product. I will definitely be a customer again!

Order was incomplete. I did not realize they were closed for the Holiday and was upset for not being able to speak with someone.
I received a call today and was very happy to hear that the missing parts will be shipped to me promptly!

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.

Great company to do business. Great order feedback and excellent customer support. Would order from them in a heartbeat.

Wind screen works perfectly

The buying experience was painless and price very good. The delivery experience needs some work. There was no notice that the order had shipped nor expected delivery date. Overall it was a positive experience.

This penta-burner was literally $75 more expensive elsewhere. Awesome product, excellent prices, fast shipping, and good customer service. Thank you very much!

Very pleased with service. Will keep you in mind if needed in future. Thank you.

Cornerstone really went out of their way to pull and ship my order.

Fast shipping, great customer service and great prices. Highly recommend!

I mistakenly thought my Modern Flames remote control was broken and bought a new one. Once I realized it was only the batteries I was allowed to cancel the order and get a full refund! Great and very professional customer Service!

My contractor had recommended getting fireballs for our outdoor fireplace instead of glass for a more modern look. I had no idea what I needed to achieve the look I found online and cornerstone's customer service team was incredible. I worked with Spero (a customer service guru) on the phone and by email over the course of a couple of weeks spitballing ideas and finalizing what I would need as I kept asking questions. He was so patient with me, even contacting the maker of the fireballs to get his input. I would absolutely recommend them.

UPDATE ON THIS REVIEW 08/05/16.
The owner of this company saw my review and immediately contacted me via email. This is what I received from him:

"Hi Timothy
I am the owner of Cornerstone and i want to personally apologize for the experience you had with your order. 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.
Can you let us know what you received in your order that you would like to return or replace? We will make sure to pay for all shipping costs and reasonable change order costs.
Please keep my contact info and this email for your records and we will make sure to give you the lowest wholesale discount on your next order."

Thank you for your understanding.

AFTER MY REPLY:

"Thanks for your understanding Timothy. My number one goal as an owner is that our customers are happy. I've literally dedicated my life to it. So, I'm in the biggest challenge of my life. But, I can assure you that it is an opportunity for me to reach out to our customers and let them know we do care and I will go above and beyond to make it right.
You can keep the fire glass you received in error. And, we will ship you out the Azuria Reflective 1/2" at no charge. (You can use the extra fire glass as filler underneath if needed or for something else)
Once you receive the new fire glass and this issue is resolved I am also going to offer you a $100 gift certificate that you can use on your next order or give to a friend to use as well if you post that we resolved the issue to your satisfaction.
Again, my apologies for the inconvenience.
Thank you,
My personal contact info is below. Contact me anytime"

THIS WAS WAY ABOVE AND BEYOND WHAT I WOULD EXPECT FROM ANY COMPANY! I received the fire glass I wanted already, today. I also received the $100 credit and just used it to order something else.

ORIGINAL REVIEW:
Placed order online. A day or two later I tried to call to change color of fire glass. There was no answer, only voicemail so I left a message to call me back. No one called me back. I also emailed online that I wanted to change the color of the glass. No one responded. Then I called again and no one answered so I left another message. No one called me back. Then I went online and emailed again to just cancel the fire glass from my order. Nothing, crickets.... They just ended up shipping me my fire pit and the original fire glass in the color that I no longer wanted but paid $90.00 for. Oh well. Just make sure you order EXACTLY what you want and don't even think of trying to change it. Fire pit is nice and a good price.

That is customer service at it's finest! I will now totally recommend this company to anyone. We all have our issues, it's how we deal with them that makes us stand out!

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.

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.

Awesome experience I received exactly what I needed to fix the fire pit at my property

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.

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