REVIEWS
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Consumer Complaints and Reviews
19th Jul 2023
I ordered 850kg 20mm polar white.
1. The bag is 3/4 full. I spotted right away that it was less than 850kg as I ordered in the past and can twll this was less. Then I check the label and it says 750kg. I discussed this with the delivery guy and he confirmed it does not look full. And that they are usually more in the bag. But he is only deliver guy.
Spoke to cutomer service and they replied ''The weight on the label indicates the weight category for our haulier to safely distribute goods onto the lorry''.
When asked about complaint department they dont have one.
2. 60% of the stones are less than 20mm with large amount of white sand.
I would pay extra and get what I order from somewhere else.
12th Jun 2023
Shocking service. Booked to have a ton of gravel delivered today (12th June). Didn't show up and when I called them, I was told "delivery was attempted at 12pm but there was no where to park". Funny that when there's not one, but two big massive car parks outside my house which huge bin lorries turn round in. The car parks were also empty as all my neighbours were at work, WHERE I SHOULD HAVE BEEN had these imbociles not wasted a days holiday of mine. I also have CCTV covering every inch of my road. They never came any where near my road. I said I wanted to cancel it and get it from somewhere else and was told there would be an admin fee! The absolute nerve. They're not only useless, they're also liars. I'll be putting this review every where I can to warn others not to bother wasting their time.
See photo for "the tiny road with cars double parked ALL the way down". Absolute jokers.
25th May 2023
Absolute nightmare company don’t respond to emails just a ridiculous automatic reply saying a human will get back to you ?????mollie is possibly a robot because she says the same lie to hundreds of customers that she is going to look into it then you never hear from mollie again.Read all the terrible reviews there is hundreds of them and go else where trading standards seriously need to close this rip off company down
1st Mar 2023
Delivery on Friday. By 4pm no delivery. Called up. ‘Be here by 5’ didn’t arrive. Monday will be here today. Not here. Tuesday will be there by 4. Never arrived. Today be here by 12.30. No delivery. The sales team are taught to lie. Do not purchase from them. The member of staff called To a loves a good lie.
17th Feb 2023
I ordered 3 (850kg) bags of Black Basalt. The delivery paperwork clearly stated that only 2250 KG was delivered, instead of 2550kg (300kg short). On complaining, they made some strange excuse and did not provide me the 300kg short. BEWARE DOMESTIC DIY CUSTOMERS! I have now informed them I have no option but to claim for Breach of Contract in the Small Claims Court. Buyer Beware as they say!
23rd Nov 2022
Beware when you order bulk bags! The only lorries they use for this are large curtain-sided lorries and are not able to drop the bags in your garden with a crane arm. My delivery was cancelled because the lorry was too big and didn't have a crane arm and was charged £100 to return them. The information on not having the 'Hi-Ab' crane vehicle is only in the order confirmation email, which is both too late and can easily be missed
13th Jul 2022
I use these guys fairly regularly. Mainly because the price is so competitive.
This is the last time I will use them, and it's purely down to their inability to deliver on the day they said they would.
I do a fair amount of landscaping in my business and for the second time they offered a delivery date, I arranged my job around this date, including extra labour, and they delivered 2 days late.
The amount that they saved me with their good value has easily been eaten up with the £250.00 I have lost paying my labourer and losing the income from the job that I couldn't complete.
In short - if you're doing a project at home and you don't mind when the product is being delivered, use these guys. If you are on a schedule, steer clear and pay the extra money to a company who will deliver it when they say they will.
They use a 3rd party courier who they have no control over, and it simply doesn't work reliably enough - as per many other reviews.
24th Jan 2022
Highly recommend Gravel Master. Quick and efficient service, really competitively priced and great quality product. I would definitely use again.
24th Jan 2022
Really good company to deal with, delivery was quick, product great quality! Will be using gain in the summer
24th Jan 2022
Easily comparable in price to local company's and the quality was excellent
24th Jan 2022
24th Jan 2022
Easy to order, quick and professional service. Nothing was too much trouble for the driver. Excellent
24th Jan 2022
21st Jan 2022
Had to change my delivery date due to family emergency and the company couldn't be more helpful. The Cotswold gravel was fantastic quality too
21st Jan 2022
Their driver went above and beyond, big thanks to him! Hassle free company with great products
21st Jan 2022
21st Jan 2022
21st Jan 2022
Gravel arrived on time and is beautiful, finishes my garden off perfectly. Well done guys!
21st Jan 2022
21st Jan 2022
Service is great, products great quality and reasonably priced...what more can you say?!
21st Jan 2022
Ordered several times with Gravel Master, prices have always been competitive even with local suppliers, delivery quick and the quality always superb
21st Jan 2022
Brilliant to deal with, always on hand to help. Fast 5 star delivery service and product exactly what was needed
21st Jan 2022
Product is fantastic quality, the delivery drivers are really helpful - this is our second bag. Very happy with the service and price each time
21st Jan 2022
Trust these guys! their products are as described, delivered quickly and when promised.. excellent service and great value, very happy!
14th Jan 2022
14th Jan 2022
14th Jan 2022
Was kept updated throughout the delivery process, product was high quality - overall a great experience
14th Jan 2022
14th Jan 2022
14th Jan 2022
Great price and product, driver went above and beyond when delivering, thank you!
14th Jan 2022
14th Jan 2022
13th Jan 2022
The order process is easy, stock always available at a reasonable price and delivery was speedy and very efficient.
13th Jan 2022
13th Jan 2022
Excellent customer service, arrived bang on time! Will definitely use again if/when required
13th Jan 2022
13th Jan 2022
Helpful driver, good quality and on time!
13th Jan 2022
13th Jan 2022
Great and easy to use website. My order arrived on time and was as stated it would be. I will be using them again.
13th Jan 2022
Great service. Stones arrived on time and are really nice! Will be using Gravel master in the future for further orders.
10th Jan 2022
10th Jan 2022
10th Jan 2022
Needed to top up my driveway from a previous order, once again fast delivery and great quality
10th Jan 2022
Lots to choose from and great quality. delivery was quick and delivered by friendly driver
10th Jan 2022
10th Jan 2022
10th Jan 2022
10th Jan 2022
10th Jan 2022
10th Jan 2022
10th Jan 2022
10th Jan 2022
Great company to deal with, nothing too much trouble and products are excellent quality
10th Jan 2022
10th Jan 2022
6th Jan 2022
The ordering process was straightforward and easy, delivery was on time. Everybody I have dealt with in the company was helpful and courteous from customer services to the lorry driver delivering. Product is good!
6th Jan 2022
6th Jan 2022
Expensive range and good customer service, easy to contact them when needed. Would trust them and would use again.
6th Jan 2022
Can't fault the initial ordering service. Stones exactly like web photos, really pleased.
6th Jan 2022
6th Jan 2022
This is the third time using Gravel Master for the same product. Each occasion we were contacted by the driver to give us an expected time of arrival. Thanks again Gravel Master . We would have no hesitation recommending you to friends and family.
6th Jan 2022
Free, fast delivery and the gravel is great and as described. I will use this company again.
6th Jan 2022
6th Jan 2022
6th Jan 2022
Fantastic service. Great price and overall brilliant product (Scottish cobbles) Cheaper then other suppliers.
6th Jan 2022
Fab product and reasonable price. Delivery driver very helpful, and very pleased with the product .
6th Jan 2022
Delivered on time by a very nice driver. Good price and free delivery. This was our first order. We would use again. The panda gravel is like the picture on website.
6th Jan 2022
Ordered 850Kg bulk bag of Cotswold chippings which was delivered on time by a very helpful local driver. Quality/colour of the gravel was very good, far better than anyone else I could find. Based on my experience, I would be happy to recommend Gravel Master, and would certainly use them again
6th Jan 2022
6th Jan 2022
Recently ordered the same again and once again their service was as efficient as before. Arrived on the day selected and in the morning I asked for an approximate delivery time and was given a 2 hour window which the driver arrived within. Highly recommended, I wouldn't hesitate in using either company again.
6th Jan 2022
Ordered two pallets of topsoil for ease of moving and storage. Arrived on time with good communication from their team. Nice quality soil and exactly as I was expecting. Have used the company before and would definitely use again in the future
6th Jan 2022
Excellent value products and unbelievably quick delivery. Good and regular communication, and delivered by a helpful driver who went out of his way to provide a great end to a first class experience
6th Jan 2022
Excellent service, email and call updates on status of order. Customer focused and no hassle delivery on time. Very pleased with my polar white chippings!
6th Jan 2022
Great product and great service as always, even through recent difficult times. Great communication. Would highly recommend.
6th Jan 2022
5th Jan 2022
5th Jan 2022
I've been ordering Play Sand with Gravel Master for the last few years for use in our local primary school. Always an efficient delivery and brilliant quality sand.
5th Jan 2022
5th Jan 2022
Delivery was was quick from ordering and the product looks great. Will be ordering again in the summer
5th Jan 2022
Ordering easy, delivery was quick and I love the gravel - Panda Gravel, looks amazing down
5th Jan 2022
5th Jan 2022
Have used before for different gardening projects and always delivered excellent quality products quickly. Can't ask for more
5th Jan 2022
5th Jan 2022
The play bark was just what we needed for our grandchildren's play area, they love it! Great quality and delivered quickly by a friendly driver
5th Jan 2022
Will definitely use Gravel Master again! Order arrived quickly and really happy with our order
5th Jan 2022
5th Jan 2022
We needed gravel to finish off the borders in our garden and chose the Flamenco, perfect! Website is easy to use, they delivered quickly and the lady on the phone was really helpful and friendly.
5th Jan 2022
From start to finish the ordering was easy, delivery quick and their team kept me well updated on the progress of my order. Fantastic!
5th Jan 2022
Spent ages looking for the gravel we wanted and found it on Gravel Master website. Prices are competitive and delivery was quick! Very happy with the quality too!
4th Jan 2022
Short delivery time, delivery driver helpful and great quality product. Couldn't ask more!
4th Jan 2022
Arrived on the date specified and in great condition. Will be using again in the summer for my next project
4th Jan 2022
4th Jan 2022
4th Jan 2022
We use Gravel Master time and time again for our projects. The quality is always excellent and delivery on time, never had an unhappy client.
4th Jan 2022
Excellent prices, product and service, will definitely be ordering again
4th Jan 2022
Delivered very quickly, no fuss. No problems at all with my order. Will definitely use again
4th Jan 2022
Ordered Cotswold for the paths in the garden from Gravel Master. We were very pleased with the quality of the stones and the price was the best I could see on the internet. The delivery driver was also very friendly and placed the stones where I requested. I've ordered twice so far and would again.
4th Jan 2022
4th Jan 2022
4th Jan 2022
Brilliant service ,great price and the delivery was done to very high standard. I'd definitely use again
4th Jan 2022
4th Jan 2022
Great online service with friendly, helpful staff who you can call for an ETA on the day. Products are very good. Bought Black Basalt Gravel and Plum Slate and are very pleased
4th Jan 2022
Had quite a big order of 8 bulk bags, driver went above and beyond to make the delivery as easy as possible. The product was exactly as described, really happy with it.
4th Jan 2022
Chose the Dove Grey Derbyshire Peakstone for my pathways and am so pleased with how its turned out. Everything was easy, simple and delivered quickly and professionally
4th Jan 2022
Have ordered with Gravel Master before and prompt delivery as ever. Excellent service from both office staff and delivery driver.
4th Jan 2022
Great communication and perfect delivery, thank you! Still a bit to go but will look amazing once finished.
4th Jan 2022
Great products and great prices with no problems ordering what I needed and delivery arrived exactly when it said it would . Will need some more so will be using again in a couple of weeks
4th Jan 2022
4th Jan 2022
4th Jan 2022
4th Jan 2022
Stone quality is excellent, no gritty or dusty pieces and consistent size and colouring throughout the bag. Happy landscaper, happy client.
4th Jan 2022
Second order and again couldn't fault the service or the gravel. Needed a little more than to top up from my first order and the two batches of flamenco matched up almost perfectly! 10/10 company to deal with
4th Jan 2022
Love the pebbles and great pricing/delivery. Product delivered - was as described.
4th Jan 2022
4th Jan 2022
Easy to use website, clear details and excellent delivery schedules, delivered on time and full updates provided. Also delivered by a courteous delivery driver. Very happy with our new graveled area.
4th Jan 2022
4th Jan 2022
Good quality and speedy delivery process, will be using again for my next project.
4th Jan 2022
Found the company online, ordering was easy and we were surprised at how great the service and quality was. Chose the Cotswold and it looks fantastic!
4th Jan 2022
Great website and choice of products, found what we needed no problem! Delivery was quick and kept well informed.
4th Jan 2022
24th Sep 2021
This company is using sub grade weak wood pallets for heavy weight gravel delivery. The wood breaks and causes an accident spillage all over our road. They delivered kerb side and blocked the road on a bin collection day meaning the bin Lorrie could not pass. The delivery driver didn’t give a toss and drove off. We are waiting for compensation still 3 weeks on..
UPDATE: We’ve just had the 2nd delivery and they supplied the WRONG COLOUR. The label says it’s the same colour as our first delivery which is what we chose, the 2nd delivery pallet is labelled the same colour but it’s darker??
15th Sep 2021
Used company for second time despite appalling service before, thought it must get better. No it didn't. Ordering is easy, payment is easy then it all goes downhill. Delivery day was agreed and we waited in. No delivery. Spoke to company. No idea why not delivered & promised it was on list for tomorrow. Waited in but no delivery. More promises but no delivery. Cancelled Family visit as had to stay home. Delivery promised for pm so we popped out but delivery arrived as were out. Luckily the only positive point in this whole fiasco was the delivery driver who was very helpful & dropped load exactly where we wanted it.
Company very good at taking order & money & making empty promises but absolutely useless at delivering.
12th Sep 2021
Awful company to deal with, you can never get through to Customer Services, they do not keep you informed when your delivery does not arrive on the due date. We will never use this company again and will warn others from using using them too. Also it is outrageous they charge £50 per pallet (our total cancellation fee was £250) when you have to cancel the order due to their incapabilities to deliver.
A terrible and unprofessional company. Steer clear.
4th Sep 2021
Product was as described but after that all down hill, customer service does not exist, missed delivery dates on both occasions. No communication to explain why. No one answers the phone when you ring customer service , I waited 40 minutes being told how important my call was but no one picked up. Rang sales, funnily they do answer, if you are lucky you will get someone who will chase your order, if you are unlucky and Abbey answers you will be put back on hold waiting for non existent customer services. My first tonne bag was delivered a day late, my second delivery was two days late even though i was told it was on the wagon and would be delivered a day late.
31st Aug 2021
Latest order was scheduled for a Friday before bank holiday weekend. Due to a previous delivery no show from Gravelmaster, I phoned to confirm the order was in fact coming, which I was assured it was. Of course it didn't turn up leaving me without the gravel over the long weekend when I was planning to do the work.
This is the second failed delivery from Gravelmaster out of three orders. Either time a courtesy call would have helped as they don't answer their phones leaving you on hold for ages with nobody actually there. They just don't seem to care and then quote their T's & C's which basically states they can deliver whenever they like and unless you cancel the order within 4 hours of making it, you are liable for cancellation costs.
If you want cheap gravel and don't mind if / when it shows up then Gravelmaster is for you. If you have a work schedule to keep then look elsewhere. This is the last time I will be ordering from Gravelmaster.
30th Aug 2021
Never again: Everest Blue looks like old charcoal
Don’t expect too much from this company either in quality of aggregate delivered or their customer service.
I took a chance and, believing the photo on their website, ordered a bag of Everest Blue which they promised would ‘brighten’ my garden. I expected a reasonable blend of light, dark and mid grey stones. My expectation turned to horror when I received a dodgy batch. After washing the stones, they came up darker as there is very little white stone in the bag. It looked like someone’s old charcoal from a BBQ the night before. Not decorative and certainly didn’t brighten up my garden. In fact, in places , it looked rather like the sub base that my gardeners had used under the patio. In addition, there was a lot of grit in its composition - not expected in 20mm stone.
A quick ring to Customer Service to check it was the right delivery should have put it right but after a wasted morning waiting on hold, I gave up. I contacted them by email and they directed me to a non-existent Live Chat on their website. I felt fobbed off and disrespected as a customer.
While I was waiting on hold, I finally read Trustpilot reviews and found out that many customers wait up to half a day for a response to their call. In addition, other reviewers said that their order was, like mine, different to the photo and when they complained with actual photos in situ, customer service disregarded them. I experienced the same.
My order fell way below any reasonable expectation and to send it back would have cost me £50 so it was easier to keep it. I am so glad that I only ordered a single bag so I ended up using it as a sub base as it was too embarrassing to lay on top. I have ordered stone from another supplier and hopefully others will learn their lesson secondhand by reading reviews first.
23rd Aug 2021
23rd Aug 2021
23rd Aug 2021
23rd Aug 2021
Delivered on time and quality of playbark as good as previous orders
23rd Aug 2021
23rd Aug 2021
A company that keeps ahead of the times, well organised
23rd Aug 2021
15th Aug 2021
Ordered gravel 3 weeks ago ... No money not gravel only excuses and no one even bother call me with any information. And when I'm calling they promised send it in next working day ... Never received
27th Jun 2021
Dreadful company, do not use them. With 6 weeks notice they delivered my gravel 8 days late. They did not contact me to let me know, they did not address the issues I raised when I complained. I spent over 1 hour 45 minutes on hold with customer services to be told they should have called me and my gravel may or may not be with me in 3-6 days. Took my money quick enough though. 3 weeks later I am still waiting for a response to my complaint that they have not met their own terms and conditions. The delivery driver had my contact information on another customers paperwork and called me for directions, the positive to this was at least I knew he was delivering to me that day, no contact had been made to let me know prior to his call. This is by far the worst company I have ever had the misfortune to use and I guarantee I won't use them again. What is really annoying is they are not even the cheapest. I ordered two more bags of gravel from another company, this was delivered early after discussing it with me and it was £15 per bag less. Gravelmaster are certainly no master. If I could give a minus rating I would. They are a total disgrace
22nd Jun 2021
Ordered 2 pallets with one ton of pebbles each on 9 June 21 for delivery on Friday 18 June 21. Needless to say, that there was neither a delivery nor any notification to that effect from Gravelmaster. They obviously assume that during Covid 19 we are now all sitting at home anyway with nothing better to do than to wait for their delivery.
I then followed it up with the delivery company and found out that only 1 pallet / 1 ton of pebbles was 'in transit' and that they intended to drop this off outside our house in the 'next few days'.
Again no communication regarding the intended partial delivery from Gravelmaster.
When I finally managed to get in through to 'Danny' at Gravelmaster I was informed that they had run out of stock and that there was no reliable date for the new stock - 'could be back in 1 to 2 weeks, but that is not guaranteed'.
I then requested that the order to be cancelled and a full refund to be issued. Gravelmaster declined that on the grounds that they were within their rights to fulfil any order over as many partial deliveries as they saw fit (which btw is not backed up by the Gravelmaster T&Cs).
They obviously think that is OK to wait for an unspecified number of days for half of the ordered goods, then get your guys in to work with only have of what is needed for your garden project, then wait for an unspecified number of weeks for the rest of your goods and if you finally get it then pay your guys again for finishing the job. - Really??
I cancelled the order this morning and will be charged a £50 penalty for this 'privilege'.
My conclusions:
If you like being messed about like this or in a similar way then Gravelmaster is right for you, as their prices and range of products look good on their website.
If you however have basic expectations regarding communication, quality and reliability of service then I strongly suggest to look somewhere else.
3rd Jun 2021
No communications no one answers phone the online chat service r no help they can't find anything out so just tell you to ring and no one answers. Email them and they say to ring as well. No delivery and no answers been on phone all day. AVOID THIS COMPANY
2nd Jun 2021
This company is a joke the service is ludicrous and will never use again.
Took my payment and failed to deliver to my address twice
They said my payment have not gone through which is rubbish I have proof
From PayPal my payment has been taken.
Waiting on the call over 1hr for someone to answer
I was told oh yea we have located you payment do you want a new delivery slot or refund
I’ve been waiting 2 weeks and had nothing.
With my experience I will rate this company ⭐️Star
23rd May 2021
Gravel Master. Product delivered to wrong house. 4 weeks and it is still there. Advised several times would sort it. Please come and pick it up and return our money. I'm going via the ombudsman as it is useless at the present location. Ref 3112246.
It is too large for us to move it.
I'm also contacting the bank to have the money returned. Waste of space company. Dont answer calls. Don't return emails. Don't return calls.
Do NOT buy from this company.
Regards
Rachael
21st May 2021
21st May 2021
The ordering process was simple and easy to do . The communication to keep me updated on my order was very good , I knew at every stage where my order was and when it was coming. The delivery driver was very polite and put my delivery exactly where I wanted it . Overall a very pleasant experience.
21st May 2021
Very good value for money. More than we actually thought. Although the delivery man wasn’t the most customer friendly (a little grumpy) we managed to get him to drop the stones on our path instead of leaving them on the pavement outside our house
21st May 2021
Two bags of good quality topsoil purchased at a great price and delivered when scheduled. What more can you ask for?
17th May 2021
17th May 2021
We ordered some 20mm slate from gravel master last year and it was delivered smoothly and was exactly what we wanted. I ordered some 40mm of the same description which arrived a week ago. Unfortunately, the colour of the slate was not what we expected and too different from the slate bought the previous year. I emailed customer services to raise a complaint and after sending some photos and explaining the situation in detail, I have been very pleased as to how this has been resolved. The colour difference appears to be due to a change of supplier. I realise that some reviews have said how poor the customer service has been but I feel that the situation has been resolved more than satisfactorily.
17th May 2021
Delivery received on day promised and the gravel looks great in its final location.
Would have been useful to have had an approximate delivery time slot from the courier on the day but apart from that all good. The driver was very helpful.
17th May 2021
I’ve used Gravelmaster several times now, for various quantities of Cotswold chippings. On all occasions the communication has been excellent, the delivery has occurred on the selected day, the deliver driver was polite and helpful, and the product exactly as described. I have absolutely nothing even remotely negative to say about Gravelmaster. They’re a excellent outfit.
17th May 2021
Great shopping , ordered online , arrived on the day I asked for and informed at every stage . The black basalt gravel is great reall happy thank you
17th May 2021
Delivery was as expected and driver was friendly. Good quality soil with very few stones.
17th May 2021
14th May 2021
I’ve had 3 different orders with gravelmaster and cannot fault the quality of the goods and always delivered on time
14th May 2021
Ordered online so no human interaction. Regular e-mail updates regarding despatch and position in supply chain culminating with delivery bang on time by a very pleasant and helpful driver from R T Page, the local Pallet Network delivery partner. Can't fault the process.
14th May 2021
14th May 2021
Easy to order and good delivery, wasn’t in and they just put it where I wanted
14th May 2021
Excellent, only thing we found was that we couldn’t find out delivery time, etc Morning or afternoon which would have been helpful. 40mm slate chippings are just what we wanted. Excellent service also.
14th May 2021
14th May 2021
There was a little confusing email sent out saying it would be delayed as it wasn't in stock, but the delivery actually came when it was supposed to. Just a little glitch, the bark seems fab.
14th May 2021
Stones arrived and I was pleased with the quality. Well priced and good service.
14th May 2021
Great product delivered on time. Will definitely use gravelmaster again and highly recommend 👌
11th May 2021
Order didn't arrive I've tried unsuccessfully to get in touch with the company for 3 days. Had to open a case with PayPal to get my money back. Went with another company got next day delivery and cheaper save your time and money and go with a company that actually delivers your good not poor service
10th May 2021
Very helpful and knowledgeable customer service. Driver fantastic helped onto drive. Very friendly. Definitely recommend.
10th May 2021
Up to date information passed about order and delivery,
just perfect, well organised company. I will deal with them again.
10th May 2021
Amazing service and delivery have recommended and would use again
7th May 2021
My topsoil took a little longer to arrive than ideal, but good product and good price.
Overall very happy (as is my lawn).
7th May 2021
Just as described, quick delivery and great communication!
7th May 2021
Excellent service , communication and delivered on time as per the agreed date.
This was the second year have ordered from Gravel Master. Look forward to repeating the process next year.
7th May 2021
Excellent customer service and delivery was prompt and on time.
7th May 2021
Compared to my first delivery from gravelmaster.This delivery was first rate,was surprised by a phone call from delivery man early this morning,because although it was due today wasn't expecting it to turn up because of our previous delivery was even left where I asked it to be,instead of just looking like it had been tipped of the lorry as previously done
7th May 2021
I ordered my black basalt on line which was very easy and was kept informed regularly by gravel master where my goods were during each process of delivery and it arrived exactly on time. Very good company to deal with. Will order from them again
7th May 2021
Great product but only 3 out of 4 bulk bags arrived and no real explanation as to why or when the missing item would be delivered. This is holding the whole garden project up.
7th May 2021
7th May 2021
Easy to order online, and delivery on time with no hassle. Product delivered (3 bulk bags) as ordered. Recommended
7th May 2021
SSome lead time involved but well communicatedome lead time involved but well communicated
7th May 2021
Product delivered on day and time expected, company kept me updated on delivery progress and delivery driver kept to the rules and put it where I wanted it, I would recommend this company.
7th May 2021
Had three deliveries now. Drivers very helpful and friendly. Slight issues with delivery date on second order. On the whole. Great value for money. Would order again.
7th May 2021
This was my second order and apart from the understandable delay in delivery due to the pandemic, still arrived when they said, it was a smooth and easy transaction. I slightly under ordered so will be placing a third order soon.
27th Apr 2021
DO NOT USE THIS COMPANY! THEY WITHELD MY ORDER AND REFUSED TO RESPOND TO ANY ATTEMPTS TO CONTACT THEM. The company failed to deliver the product (playground bark) I had ordered on two seperate occasions on the date stated (13th April), resulting in vulnerable elderly relatives doing the pick-up from nursery, thus putting them at risk for absolutely no reason. At no point did the company notify me that there was going to be a delay with delivery. With the most recent order I have repeatedly attempted to contact the company to request information on my order. I had no response either by phone (I have spent over 3 hours on hold), email or via the chat feature. Out of the blue the order turned up today (2 weeks late). By now I just wanted a refund but was afraid that if I refused delivery I would never get my money back. I cannot stress strongly enough - AVOID THIS COMPANY!
27th Apr 2021
Do not use this company. I ordered over 4 weeks ago, still haven't received my order, and have no idea if or when it may come. Totally impossible to get through to the company, have tried phone, email, so called 'live chat', all several times over the last week, no response from anyone. I actually just want to cancel, but can't even do that. I'm thinking about ringing the police, as basically the company has taken my money and not provided any goods, or even an estimate of when they might arrive. I don't believe any of the 5 star ratings are real. The company is shocking! !
20th Apr 2021
Great product delivered quickly.
Driver went above and beyond for helping getting the stuff closer to the garden
20th Apr 2021
Easy website to navigate with precise information about product. Delivered on time. Quality of gravels is good and they look perfect on my front garden. so I am one happy customer.
20th Apr 2021
Delivered on time and quality of playbark as good as previous orders
20th Apr 2021
20th Apr 2021
20th Apr 2021
20th Apr 2021
20th Apr 2021
Ordered a 1m3 bag of bark for a playarea. Website was easy to use, order process straightforward. Delivery arrived within a few days. Even after leaving bag untouched for 6 months, when came to lay the bark it was all still in very good condition, looked like it had been newly chipped. Would recommend GravelMaster and use again.
20th Apr 2021
14th Apr 2021
14th Apr 2021
The top soil was good quality and competitively priced. Delivery was prompt and the delivery driver was extremely helpful and happy!
14th Apr 2021
14th Apr 2021
9th Apr 2021
9th Apr 2021
20mm blue slate . Delivered to kerbside but good quality slate and reasonable price
9th Apr 2021
Good experience and product - and very jovial abs accommodating delivery driver
9th Apr 2021
Fabulous product easy to order and delivery driver was pleasant to deal with have reordered twice from
This company.
9th Apr 2021
8th Apr 2021
Best price I could find. Good quality Cotswolds chippings. I have ordered four big bulk bags now to complete a driveway and part of a garden. Free delivery and driver offered to put the bulk bags in place of choice (subject to accessibility and able to etc). No problems at all - would recommend.
8th Apr 2021
Topsoil arrived on scheduled date, excellent quality.
8th Apr 2021
8th Apr 2021
8th Apr 2021
Great experience. The customer service was excellent and the delivery was fast and efficient. The stones area exactly what I needed.
8th Apr 2021
8th Apr 2021
8th Apr 2021
8th Apr 2021
Delivered on time and quality of playbark as good as previous orders
8th Apr 2021
Good quality soil : delivery man placed it just where I wanted it 👍
8th Apr 2021
8th Apr 2021
This is the second time of ordering from Gravelmaster, and as before I received excellent service. Delivered on time by a very helpful and polite driver.
8th Apr 2021
Delivered on time and with good updates. Delivery driver very friendly and helpful and product was exactly what we needed.
8th Apr 2021
Delivered on time and with good updates. Delivery driver very friendly and helpful and product was exactly what we needed.
8th Apr 2021
Ordered some play bark. Really pleased with it. Delivery was great. Thank you
8th Apr 2021
Gravel as ordered and 5 stars as the delivery man was really nice polite and helpful
8th Apr 2021
8th Apr 2021
Only order if you do not care when you receive your items and enjoy incredibly poor service. The website does not make it clear that the delivery date you pick is not guaranteed, even if you order weeks in advance. No up date is given to let you know that your delivery will not be made on the date selected, if fact 3 days later we were still getting emails saying estimated delivery 1st April. Bad tracking system does not advise when delivery is likely and the online chat is rarely answered. Should make it clear on your website that delivery on guaranteed rather than hiding in your terms and conditions. Will not be using again - giving one star as can't give none
6th Apr 2021
order did not arrive on the 1st of April. Nobody answers the phone or the chat system. Took a day off work to do my garden, lost a days wages. Still can’t get through on phone or chat. Customer service is the worst. Extremely unhappy customer
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
Easy, quick and delivered fast. Would highly recommend.
1st Apr 2021
We ordered two tonnes of decorative stone and from using Gravel Master's website to the delivery of our items we did not experience any problems at all. The stone was exactly as described and the delivery lead time was very good.
Will definitely use them again.
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
Best price I could find. Good quality Cotswolds chippings. I have ordered four big bulk bags now to complete a driveway and part of a garden. Free delivery and driver offered to put the bulk bags in place of choice (subject to accessibility and able to etc). No problems at all - would recommend.
1st Apr 2021
I was kept well informed the delivery was on time and the driver friendly and helpful
1st Apr 2021
Very easy to use web site and payment good communication, very good price and lead time.
Delivery driver was helpful and friendly. Will use again.
1st Apr 2021
1st Apr 2021
Delivered on the day they advised, rang to let me know when arrived as I requested
1st Apr 2021
1st Apr 2021
Good communication, the gravel we needed arrived at a great price when we needed it.
1st Apr 2021
Fab service and product. Cant fault. Will use again
1st Apr 2021
The driver rang a head, which is always useful, He was very pleasant and put our topsoil where we wanted it. Good quality soil and a great price. Would recommend them
1st Apr 2021
Good service, good product, competitive price, delivered on expected date. Quicker delivery would have been nice but presume this is owing to high demand.
1st Apr 2021
1st Apr 2021
1st Apr 2021
Great product and delivery. The bark if fab for our needs and it was delivered on the correct day as advertised. Thank you gravel master.
1st Apr 2021
Very happy with the service and quality of items. Delivery on a date to suit us. Product looks great. Would definitely use again.
1st Apr 2021
Very happy with the service and quality of items. Delivery on a date to suit us. Product looks great. Would definitely use again.
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
Great product and friendly service. Will definitely use gravelmaster again 😀
1st Apr 2021
smooth trasaction, this is my second order with gravelmaster, i will use them again 5stars
1st Apr 2021
We ordered two tonnes of decorative stone and from using Gravel Master's website to the delivery of our items we did not experience any problems at all. The stone was exactly as described and the delivery lead time was very good.
Will definitely use them again.
1st Apr 2021
Simple order process. Easy to pick a delivery date and time. The driver delivering was lovely and pleasant. Good prices too.
1st Apr 2021
1st Apr 2021
1st Apr 2021
Good quality product with no sticks or stones. Delivered on the date promised by a cheerful driver
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
Excellent product and value for money. Delivery was simple and driver was really helpful
1st Apr 2021
1st Apr 2021
1st Apr 2021
I live in Scotland and like anyone, I try to buy local to encourage local businesses. I went to a local supplier of gravel and chips, and was quoted £196.00 +vat for a bulk bag of cotswold chips, I thought this was a bit pricey, I went online and found "Gravelmaster", the product was less than half price Inc vat and delivery. The order arrived as stated in the confirmatory email, the driver was very friendly and helpful and the product was first class. Thank you very much for the outstanding service and customer care.
Ian Barclay
Scotland...
1st Apr 2021
Easy to order. Good selection. Communication throughout and delivered as expected.
The soil is great quality too.
1st Apr 2021
Great product, delivered on time.. front garden now looks amazing.
1st Apr 2021
Couldn’t fault gravel master.
Ordering was easy, I got to choose a date that suited me. And delivery was on time. Driver was friendly and helpful.
Will use again.
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
1st Apr 2021
I was kept well informed the delivery was on time and the driver friendly and helpful
1st Apr 2021
1st Apr 2021
Couldn’t fault gravel master.
Ordering was easy, I got to choose a date that suited me. And delivery was on time. Driver was friendly and helpful.
Will use again.
1st Apr 2021
Exactly as ordered. Very helpful and obliging delivery driver left bulk bag precisely where asked. Gravel good quality. Would use again.
1st Apr 2021
Fantastic value for money on Cotswold Stone - everything they said they’d do they did. Superb.
1st Apr 2021
1st Apr 2021
Great price and great delivery. Very happy to recommend Gravel master to friends and family.
1st Apr 2021
First class service from point of placing my gravel order to the delivery of it. At all times I was kept up to date with when my order will be dispatched.
The quality of the gravels provided for the price is outstanding value and I highly recommend this company for the best place to purchase gravels.
1st Apr 2021
Came on time, the delivery guy was very helpful and polite . Really nice experience
1st Apr 2021
Simple to navigate website and no fuss ordering process. Whilst the delivery took 10 days or so to arrive, it was seamless from start to finish. Good value and great product (Cotswold Buff stone builders bag.
1st Apr 2021
I ordered a bulk bag of play bark. It was delivered as per the order on time. The size of the bark is great for around the playarea in the back garden. Coverage wasn't as large as the calculator suggested, but that could be due to the way I spread it out. Overall fantastic process from start to finish includingthe delivery driver.
1st Apr 2021
I was kept well informed the delivery was on time and the driver friendly and helpful
1st Apr 2021
Driver went over and beyond what he should have done made it so mkuch more easier for me
1st Apr 2021
29th Mar 2021
17th Oct 2020
Started brilliantly - delivered on time, right day and the delivery driver was fantastic - putting the gravel bags sensibly right at the back of the drive...HOWEVER I ordered horticultural grit which was SUPPOSEDLY screened to 1-5mm. What came was NOT this!!! I needed this to be small - Could’ve bought pea gravel elsewhere much cheaper but didn’t because this had supposedly been screened - maybe the odd one or two would fall out this range...Nope! A good third of the bags were much bigger - some were bloody huge!! After photos were sent back and forth to customer services and numerous phone calls I was told that I’d received the right product - well maybe but it’s NOT AS DESCRIBED!! This is much bigger than sizes stated so BEWARE! I was told by customer service that there is a
DISCLAIMER that basically enables them the send ANY CRAP THEY WANT!! No offers were made re: replacement or refund/partial refund so I’m entirely screwed. Paid well over the odds for pea gravel I could’ve bought elsewhere - customer service is crap!! LOOK AT EARLIER REVIEWS - THEY SEND WHAT THEY WANT - NOT AS DESCRIBED. AVOID!!!
14th Oct 2020
Ordered 5 bulk bags of gravel from these "professionals". Delivery was scheduled for Friday, 2nd of October. I arranged local workers to help me to lay it down on Saturday, paid the deposit, but nothing was delivered. Called them on the 2nd just to learn that nothing was scheduled for the 2nd! Re-arranged the delivery to the next Friday, 9th of October. Asked for confirmation on Monday, got confirmation, but guess what? Correct, nothing was delivered on Friday! Called them just to learn that nothing was re-scheduled, despite an e-mail from customer service saying it was. Asked for re-schedule to Saturday, got confirmation it was re-scheduled, and... here we go, nothing was delivered on Saturday either. Long story short, after 14 e-mails and 5 or 6 phone calls finally got my order delivered on the 13 of October. Liars and rough traiders. Avoid!
18th Sep 2020
They did not deliver on the agreed date after I waited in all day for them. Do not use this unreliable company.
4th Sep 2020
shocking service. Delivery not on the date paid extra for. Custmer service is horrendous. Driver who liked to use the f word abd describes the delivery as 'sh***ty f***ing gravel'. In short its the worst service I have ever had and advise anyone to go elsewhere as the stress of dealing with this outfit isn't worth iti
2nd Sep 2020
I can only echo so many of the other one star reviews on here, this company has no shame, no standards and no scruples. I ordered 5 bags of topsoil to be delivered on 18th August. They delivered 4 bags on 17th August and they had no idea where the 5th bag was. I ended up making do with the 4 bags as i had to get it down due to fit the programme of the other works in my garden which were booked in. On the 29th they contacted me to say the 5th bag was now ready for delivery (even though i emailed them on the 17th to inform them that i no longer required the 5th bag)
Since then i have been in endless discussions trying to recover a £50 "restocking charge" for a product they never even delivered
26th Aug 2020
AVOID THIS COMPANY LIKE COVID-19!!!
Our experience mirrors all of the 1* reviews and I suspect many of the 5* reviews are bogus. The topsoil we ordered eventually arrived 6 DAYS LATER THAN PROMISED. We would gladly have accepted it despite the delays, misinformation and lack of communication. HOWEVER, we refused delivery and asked for it to be returned because the product was SIGNIFICANTLY NOT AS DESCRIBED. The Pro-blend Fruit and Garden soil is described as a fertile soil that is rich in organic matter and natural nutrients. What was delivered was a low grade mixture of sand and dust which bore no resemblance to the description and photographs on the company's website. Even the delivery driver found it embarrassing! We attached a photograph of the inferior product that was delivered but the company replied that this was the correct product which had dried out due to the extreme hot weather! If we no longer wanted the item THIS WILL INCUR £50 per pallet RETURN FEE. I replied citing numerous poor reviews about Gravelmaster on Trustpilot, Trustmeter, Trustmamma and Trustalyze. I also sent them collated reviews of their topsoil, all posted within the previous 10 days and all of which said basically the same thing about the product. Are we all lying?
If your experience is similar then please report them to Trading Standards, as we have done. They are making a fortune from return fees. We also let ITV know that they are using their logo and Alan Titchmarsh's name to promote their product.
Happily PayPal found in our favour and refunded the full amount we had paid, but this company should be ashamed of themselves!
17th Aug 2020
Ordered for a client to be delivered on 11/8/2020 for a 7-12am slot. Never showed up. Then randomly turned up a week later with the wrong product!!!!!!! Customer service is non existent called, emailed countless times. Had 1 response saying there’s a £50 charge if I cancel even though it was late and with the wrong product. Asked the driver to take it back and have still been trying to contact with no luck. £170 out of pocket with a very disappointed customer
16th Aug 2020
I ordered 950kg of gravel, it was not only 6 weeks late with me having to chase constantly, it was also 100kg short. I emailed with photo evidence back in May 2020 when it was delivered, have emailed their customer service and sales teams constantly with no acknowledgment of my email! This is theft! I am owed a refund for the product I paid for and never sent!
15th Aug 2020
I orders 2 cubic meters of play bark for a play area I installed for a customer and I paid for 2 cubic meter but only received 1.5 cubic meters. I have asked for a refund as I only want to pay for materials that I received but my emails have been ignored but when I was in the process of purchasing the bark they would reply to emails on a Sunday. Quick enough to be good to deal with to take your money but they will try to rip you off and ignore any emails in regards to complaint and gaining a refund. I had phoned and spoken to the sales team and they said I need 1.5 cubic meters so I asked for one and a half bags but they said they didn’t do have bags but what they did is take out the equivalent of half a bag but divided the half a bag over two bags..... clearly ripped me off while thinking they were clever which is even worse!! If you do use gravel master then please check your order up on arrival as I think they do this on a regular basis. I will not use gravelmaster ever again.
14th Aug 2020
The so called premium gold topsoil is little more than sand. It is actually water repellant and our plants are dying. Do not buy as this is 'not fit for the purpose they describe on website.
We tried to get a refund and after several emails their customer services deny any problems. We are now taking this up with Trading Standards, as we cannot get a refund from the company for a product we now have to dig out and dispose of somehow.
Dreadful product and even more dreadful customer services.
They also didn't deliver on the day promised.
14th Aug 2020
Given the option to choose the day of delivery for an 850Kg bag of slate chippings I opted for Friday 7th August, which would enable me to get the job done over the weekend before my other deliveries arrived from elsewhere the following week. It failed to arrive. At 5.30pm a telephone call to them resulted in a recorded message telling me they were closed for the weekend, contrary to their website indicating saturday/sunday opening hours. Being unable to accept delivery the following week I sent an email requesting cancellation and a full refund. I had not received any contact informing me of dispatch so am entitled to do so. A further telephone call to them Monday morning was frustrating, waiting 20 minutes for the call to be answered and then put on hold. I was eventually told cancellation would incur a £50 penalty, deductable from my refund of £130. As i had not been informed of dispatch there is no need to enforce a penalty. All she kept saying was... it has been dispatched and therefore incurs a penalty, but could offer no proof. She also told me all emails were automated and could find my email in their system but could offer no explanation as to why there was no confirmation of dispatch email from them. I used their tracking facility to find the consignment number and courier. The courier then informed me there was no such item with them, meaning my order had not been dispatched at all. The phone call to gravel master was fruitless and they refused to budge. In order to register a complaint I was told to email customer services, which I did. Two hours after sending my email of complaint on the morning of Monday 10th - which included me telling them I had no record of any dispatch - I finally received an email telling me my order had been dispatched. Do they really think I am that stupid? This complaint resulted in an email from them to say they were recalling the order and offering a full refund, but this didn't happen. While away from home on Wednesday 12th I received an email telling me the 850Kg bag of slate had been delivered. I returned home to find it blocking my drive and preventing access. Now I wait for them to remove it. Customer service is a joke. There are hundreds of bad reviews around the internet for this company, I wish I'd read them before ordering. This company has the same address as Aggregates R Us, the directors of which are the same ones listed for gravel master. I won't be using that company either.
Update Friday 14th August: Yesterday I was put on hold for over an hour before someone could tell me they would come that day (Thursday 13th) and remove the bag of slate blocking my drive. That didn't happen either. Another phone call today with similar results: Friday 14th put on hold for over an hour before someone eventually offered yet another empty apology and said it would be removed today. Let's see.
13th Aug 2020
So, the stone has finally arrived today (August 13th).....not before trying to call them again twice without success (phone just kept ringing for around 15 minutes each time).
The product is fine (the bag dumped on the side of the road as promised).
A nice product let down by everything else then.
Would I use or recommend Gravelmaster to anyone......most definitely not.
It is also worth noting that people should read the reviews on another review site too before committing themselves to an order (it would be unfair to mention the site on here but just type in Gravelmaster UK reviews).
13th Aug 2020
As in the reviews below; which I wish with all my heart I had read before using this appalling company; I paid the £15 extra for a times delivery of two 850kg topsoil, gave accurate access sites for my allotment plot, which is frequently accessed by large flat bed trailers and has a parking/turning circle next to it and took the day off work to wait in the sun for my promised midday delivery; which did not arrive. On finally getting through to the bored customer services "agent" I was told the delivery would not now take place as it had not arrived at the Hub; I responded by explaining I had 2 emails confirming my order was being checked at the hub and then loaded ready for delivery that day. She said not only would my delivery would now arrive tomorrow between 7 and 7 (no time could be guaranteed) but that one bag would not arrive until "Thursday or Friday". She was completely un-phased my my explaining I had to work these days so the delivery could not take place without me being there to unlock the allotment gates(as specified on the dleivery note I completed). I again waited for my delivery the following day; to no avail. The third day, the delivery arrived; but the haulier said he was driving a truck "bigger than a refuse truck" so could not access the site; nor could he arrange a smaller truck. I asked for a refund; and was told Gravelmaster would claim £50 per pallet for returned goods and are covered by their terms and conditions; which I now realise are a complete get out of everything that could possibly happen farce. I have turned over to Barclaycard and sincerely hope a full refund materialises; however, I would beg anyone NOT to use this sharp practice company under any circumstances.
13th Aug 2020
Given the option to choose the day of delivery for an 850Kg bag of slate chippings I opted for Friday 7th August, which would enable me to get the job done over the weekend before my other deliveries arrived from elsewhere the following week. It failed to arrive. At 5.30pm a telephone call to them resulted in a recorded message telling me they were closed for the weekend, contrary to their website indicating saturday/sunday opening hours. Being unable to accept delivery the following week I sent an email requesting cancellation and a full refund. I had not received any contact informing me of dispatch so am entitled to do so. A further telephone call to them Monday morning was frustrating, waiting 20 minutes for the call to be answered and then put on hold. I was eventually told cancellation would incur a £50 penalty, deductable from my refund of £130. As i had not been informed of dispatch there is no need to enforce a penalty. All she kept saying was... it has been dispatched and therefore incurs a penalty, but could offer no proof. She also told me all emails were automated and could find my email in their system but could offer no explanation as to why there was no confirmation of dispatch email from them. I used their tracking facility to find the consignment number and courier. The courier then informed me there was no such item with them, meaning my order had not been dispatched at all. The phone call to gravel master was fruitless and they refused to budge. In order to register a complaint I was told to email customer services, which I did. Two hours after sending my email of complaint on the morning of Monday 10th - which included me telling them I had no record of any dispatch - I finally received an email telling me my order had been dispatched. Do they really think I am that stupid? This complaint resulted in an email from them to say they were recalling the order and offering a full refund, but this didn't happen. While away from home on Wednesday 12th I received an email telling me the 850Kg bag of slate had been delivered. I returned home to find it blocking my drive and preventing access. Now I wait for them to remove it. Customer service is a joke. There are hundreds of bad reviews around the internet for this company, I wish I'd read them before ordering.
12th Aug 2020
No surprise that I didn't get a phone call today (12th August) from a manager as I requested when I was lucky enough to speak to someone on the 11th.
I tried to call them three times during the course of the afternoon even selecting 'Sales' & 'Customer Service' to no avail, the phone just ringing for around fifteen minutes each time!
It is abundantly clear then that this company will gladly take your order & your money while blatantly making false promises but if you have a problem (like myself & so many), don't expect to be helped.
What they will do is hide behind their terms & conditions which I was informed I should have read word for word before placing the order.
This is despite the fact that when you visit their website & scroll to the bottom where it says "why choose gravelmaster?" They proudly say "enjoy your superfast free 48hr delivery.......".
I see this as misleading/misrepresentation because in fact, it is only when you do read their terms & conditions, you realise they have a 'get out clause' for just about anything!!
In particular, under the Delivery section, pay attention to:
4:1: Gravel master will make every effort to deliver products on the agreed date, but if for any reason the company is unable to deliver then no liability whether in damages or otherwise for delay of whole or any part of the goods ordered arising from any cause whatsoever. The date chosen is a desired delivery date not a guaranteed one orders cannot be cancelled because of any failed deliveries.
&
4.8: The Company will not accept any liability for late delivery of the goods and delivery time will not be of the essence of the contract.
Interestingly, when I spoke to the person at Gravelmaster on the 11th August & suggested that they had breached the contract because they had not fulfilled the order on the agreed date of the 11th August, her words were "there is no contract"!!! of course I disputed this.
So in reality, this company will quite happily take your money & quite proudly tell you that you can 'enjoy free 48hr delivery' or you can expect it on your 'desired' delivery date but......Don't expect delivery when promised, don't expect to be able to speak to anyone & don't expect any phone call back because this will not happen.
I am still waiting for the stones to arrive & let's see if they appear the same as on their website...........that is, if they ever arrive.
11th Aug 2020
Placed an order on 6th August for a 850kg bulk bag of Cotswold Buff chippings.
Selected delivery on 11th August between 8:00am & 6:00pm.
They had a box that you could type in 'special instructions' so I requested that the driver park in the road outside the house & lift the bulk bag over the fence into the garden (easy access).
They took immediate payment.
Made sure someone was around all day to accept delivery (the very person who is going to lay the chippings).
I received an email at 11:27am to say that it had been delivered to the local hub & delivery would be completed within 24hrs (I thought that was a little odd but then thought maybe it was just a standard notification & I was working so could not act on it anyway).
Delivery had not taken place by 4:45pm so I thought I would give them a call to find out if it was going to be delivered by 6:00pm on the 11th August (Tuesday).
After explaining my concern that time was running out, the female at customer services said, there has been a delay & it will be delivered on Thursday (13th August)! I then asked why I wasn't notified & she replied "You would have notified via email that it had reached the hub" to which I replied that it had at 11:27am & said that it would be delivered within 24hrs. She then said "yes, on Thursday" to which I replied, but that's more than 24hrs anyway but more to the point, why was I not notified that it would not be delivered as specified at point of order & payment. She then replied "there are delays due to covid". Now, whilst I can appreciate possible delays, they should not have allowed me to choose a specific delivery date in my opinion & they have no excuse for lack of contact.
I then requested to cancel the order as they had failed to deliver on time, she that there would be a cancellation fee of £50.00 (could even have been plus VAT). I then said "but surely you have breached the contract"? she then replied "there is no contract" to which I replied "I think you'll find we entered into a contract the moment you accepted my online order & took immediate payment". She was quite adamant that no contract has been entered into (I need to look into this). She then said that it would also just be a kerbside delivery as the lorries sent out do not have cranes. I then asked what is the point of allowing customers to type in special instructions & once again, why wasn't I contacted with regards to this to which she had no real answer. When I referred back to the non-delivery on the specified date, she then replied "that is your desired date but delivery on this date is not guaranteed"!!! She then threw up the terms & conditions saying that the delivery date is not guaranteed, kerbside delivery only & an order cancellation charge is all stated in the terms & conditions which I agreed to when I placed the order!!!!
I have requested a phone call from a manager tomorrow (12th August) because they were all 'in a meeting today' (yes of course they were).
All I can say is avoid, avoid, avoid.
10th Aug 2020
Unfortunately I am unable to give any recommendation for this company. Their stock photographs of the soil they display on their web page is totally fictitious, what appears to be twice graded soil turned out to be a dumpy bag of sand with a trace element of soil. Being desperate to complete the garden I was persuaded to purchase a second bag from them of their top gold blend top soil what a mistake that was as we were misinformed about the delivery dates and then when it did turn up it was a duplicate of the first bag of sh1t. Avoid this company like Corvid 19.
10th Aug 2020
Took money
Delivery promised for 07/08/20
Waited in all day
Didn't deliver
No call
no email
Don't answer phone (Due COVID-19 Ha Ha)
Don't answer emails
I'll give them 2 days and then see what we can do legally.
I had planned to do a lot more business with this company - now no way
10th Aug 2020
I had initially problems with delivery not coming day was booked however I spoke to the brilliant manager Leanne who rearranged the delivery for the following day. However when gravel was being laid by gardener he found the bag was full of dusk halfway down due to this there was not enough gravel to finish my side garden. I contacted Gravel Master customer service and spoke to manager Leanne again who apologised and sent me another bag of the gravel by express delivery.
I know there are a lot of bad reviews about Gravel Master but I am extremely happy with the service I have received and would definitely order from them again
29th Jul 2020
Gravel hasnt arrived 2 weeks after delivery date. I've now received an email advising they are out of stock, although still taking orders!!! Still waiting for my refund 2 weeks later!!!
24th Jul 2020
A V O I D
Absolutely appalling company! Not only do they fail to deliver the goods on the date of delivery, meaning I wasted a days annual leave, they fail to answer the telephone and actually hang up on your when you do call! This happened 3 times! After getting so fed up with this ridiculous company and asking for a refund, they called back within 2 minutes and told me the delivery is on its way, it has magically turned up, when the delivery came it was completely the WRONG colour slate and the pallet that it turned up on was a complete joke and could not hold the weight of the slate and broke into pieces. Even the delivery guy (seperate company) said how appalling Gravel Master are and that their products are below par.
A V O I D
22nd Jul 2020
Didnt realise they were so bad after reading all this. I travelled 150 miles today to a job to receive a delivery from them which just failed to show up, I did some digging around and found that the company works out of the same office as Aggregates R Us 01302 770918 and has the same Directors (persons with significant control) If you ring that company your call gets answered straight away but dont be fobbed off with them telling you they are different companies.... its the same office.
I have sent a complaint so will see what happens tomorrow but looks like nothing but I am happy to go and sit in their reception with a flask of tea and good magazine until some ones deals with things..... anyone want to join me?!!!
22nd Jul 2020
Purchased bulk bag order online 17th June, selected 19th June am delivery as i had morning booked off work. Goods didn't show up, after 44 days, many emails and unanswered phone calls still no goods. AVOID AVOID AVOID these scammers, i will driving to there facility to confront them face to face very soon and will not be leaving without my refund.
14th Jul 2020
Gravelmaster will take your money, and if you are lucky they will deliver half of your order. Then Gravelmaster will lie to you about when your order will arrive and use some lame excuse about how the pandemic is causing them delivery issues (even though they were able to deliver half of your order). DO NOT USE. THEY ARE COWBOYS AT BEST.
14th Jul 2020
Placed an order on 16th June, delivery for following week. Date arrived day off work booked and help in place... no delivery. Emailed company no response. Checked reviews realised company was not a reliable one and looked into charge back via bank, after speaking to the bank we gave gravel master the benefit of the doubt and agreed to wait a while longer. An email response from the company vane 3 days later saying the gravel had left depot and to give them 7 working days, my issues here are that they have 0 customer service skills.. no apology or anything. At this point gravel master we’re still offering next day deliver on same
Product but we had now been waiting close to 3 weeks! Fast forward to today and we have given them the 7 extra working days.. 1 final
Email asking for info and speedy response says they are actually out of stock and we can have a refund in.. you guessed it 7-10 days!!! Incompetent is an understatement. Time will tell if we get our money back but please please stay away from a company that says they can deliver a product they don’t actually have!! Useless cowboys. Oh after a tiny bit of research it appears the positive reviews on them
Come from people who just so happen to work for for businesses owned by the gravel master managing director!
13th Jul 2020
Ordered decorative stones, paid £399 on 1st July and still waiting 12 days later. Finally got email response 10 days later, from sales person to say stones were at local depot and would arrive on 10th July so waited in all day again - no delivery! Now can't get through on the phone, no response to my email requesting a refund. I have an unusable garden as all dug up ready for stones to be laid and I can't afford to pay for more. Kids can't use the garden and I've one with special needs. Totally horrendous. Don't know who to contact to get my money back. Reading the other reviews, I'm now worried I've been scammed and lost £399!
9th Jul 2020
Ordered early June, received order confirmation and delivery date. No delivery and no contact from company informing us of a delayed delivery. Delivery eventually turned up 2 days later, however delivery driver refused to put on our driveway - said that he could only put in the street. Unfortunately that would cause a hazard in the road so we couldn't accept the order. A month later they refuse to give me a refund and instead say I will be charged 43% of my order total. I have today written to Mr Sam Robinson the Managing Director of Gravel Master Limited (Company number 07336680). Awaiting a response. Unfortunately I didn't check out this company before buying. They have 2.5 average google rating out of 5. Extremely poor reviews on here and on Trust Pilot. I wish I had checked them out beforehand.
9th Jul 2020
Shocking service. Ordered pebbles for delivery on 6th July, nothing. No response to emails, no response to phone calls (you’ll be queued with a “your important to us” message but never actually answered). We are left now with money gone (they seem very able to charge you for goods they don’t deliver), wasted days off work, cost of a gardener booked to lay pebbles and absolutely no response at all from Gravel Master. Do NOT buy from this company, utterly disgusting.
9th Jul 2020
Your order will not arrive on specified date. Your order may not arrive at all. They will not inform you of new delivery date. It's a surprise. They only deliver to the side of the kerb. They will not respond to calls or emails.
DO NOT USE THIS COMPANY!!!!!
8th Jul 2020
An update from previous review. After having placed the order in May, and delivery dates being pushed further and further, we finally got our money back. That's after more than a month and after the bank got involved.
I really hope this business get stopped. I have reported them several places, also to Doncaster trading standards. On twitter : @DoncasterTSS
8th Jul 2020
Ordered 40*25kg poly bags of a decorative aggregate, ie 1 tonne, as I don’t have the space or facility to handle a bulk bag. Paid a premium for this. Delivery didn’t turn up on the day it was supposed to and when I queried this with the company all I got was automated emails. When the order did turn up they were trying to deliver an 850kg bulk bag, some 15% short of the amount I’d ordered and paid for. The product was also very poor, it looked more like standard concrete aggregate than a decorative one. I refused to accept the delivery. The following day they tried to deliver the same stuff again and I again refused to accept delivery on the basis that it was not what I ordered. Tried to get in contact with the company by phone and email with no success. I then received an automated email stating that the status of my order had been changed to “order complete” . When I looked on the order tracking on the website I found a delivery note saying the order had been delivered with a signature that wasn’t mine! Have started a dispute procedure with the credit card company and will be reporting them to South Yorkshire trading standards.
8th Jul 2020
Absolutely appalling customer service. We placed a order 2 weeks prior To our job starting, we had the choice for delivery a day or 2 after placing the order. The order should have been with us on the Friday so the stone could be laid on the Saturday, Friday no stone, I emailed gravelmaster asking where is the delivery I get a email stating there is a hold up! This email was from the director himself Sam Robinson, He said to me that it would be with me Monday morning. Monday came no delivery, I phoned 13 times no answer, I have sent over 6 emails with no reply.
This company is a shambles and is poorly run, they have made my company look unprofessional as we haven’t been able to complete the job, they haven’t apologised or even offered a good Will gesture for the inconvenience.
I will be posting on all landscaping and gardening forums to let people know that gravelmaster are a poorly run business with no customer service.
2nd Jul 2020
Sad to read so many bad reviews. I ordered on 26/6/20 for a delivery on 1/7/20 and it arrived on the specified day, with no problems at all. The delivery lads couldn't have been more helpful too. Can't make any comment regarding the customer service department, as I didn't need to contact them. Hopefully any previous errors from the company can be rectified, because from my experience I had absolutely nothing to complain about and our lockdown garden is finally finished :-)
30th Jun 2020
Was given a 2 fay delivery 4 days ago been on the phone in hold for 2 hours for last 3 days and no one answers
Quick enough to take payment but does not deliver
I have builders waiting in a product!! Disgusting service
30th Jun 2020
I like others on here wish I had read reviews before ordering, order was supposed to be on 24th June, when this did not arrive attempted to phone but phone not answered, emailed and received an automated email back, then another at 2.30am on the 25th to say order was now at my local depot, no information as to where my local depot is, delivery would be within 24 working hours, now 30th June, emails not being responded to, phones unanswered, no idea if I will ever receive delivery, unless I receive correspondence today, looks like I will have to go up the legal route
30th Jun 2020
Ordered stones 1st date nothing turned up, tried ringing no one answers emailed them all you get is a auto email, managed to get through on phone and given a 2nd date guess what nothing turned up, waited nearly 2 hours on phone and mabaged to speak to someone, was told refund 3 to 5 days nearly 10 days later nothing, have tried email and phone calls over last 4 days and no one answers, have sent another email and if no reply will dispute with bank. Rubbish company
27th Jun 2020
Update: Interestingly they can read my review and dispute it but cannot reply to emails or answer their phones. After putting my review on I finally received an email to say it is out for delivery today. They deliver until 6pm so if they do arrive I will come back and update again. Everything in the review was factual and correct, I am very disappointed with their lack of customer care.
We ordered on the 19th for a product that showed as in stock. We were given several choices for a delivery date and chose the 25th June. I rang several times prior to this date to ask if the delivery would be am or pm. I got no reply on any day I rang. I emailed and got an automated response but no reply from any other email I have sent. My problem with this is that during the 5 days between my ordering and delivery they could have made contact with me and explained they were having problems and offered me an alternative (more honest) date or my money back. Essentially they have fraudulently taken my money for a product cannot supply. I am very unimpressed with the lack of communication and customer service. As a foot note we left the phone connected for 1 hour and 45 mins last night with no response!
27th Jun 2020
Delivery not recurved on date arranged. No customer services via phone and emails not answered , issues getting refund, had to resort to taking legal advice to get them to refund me
27th Jun 2020
Absolutely horrible service and product.
I ordered an 850kg bag of play sand, was given a delivery date of two weeks out, which given the current circumstances was understandable. That was the end of things being straightforward.
Just to summarise:
No communication until midday on the due date to say the delivery would be ‘slightly late’.
No response to 5 follow up emails to get a due date.
Finally decided to cancel the order, no response to that email.
Fortunately I paid via PayPal, so contacted them to cancel. They contacted Gravelmaster and suddenly a response from them arrived in my inbox.
I was told it would be a further 5 working days for delivery and I would be emailed on the day of delivery. Which I was 2 hours AFTER the delivery.
The delivery was in the end 4 weeks late making a total of 6 weeks after I ordered the sand.
After having piled the sand into the sand pit for my children to play in they came out absolutely filthy...terrible product.
I have since been chasing gravelmaster for a response to that problem, but am not holding my breath.
Terrible product, terrible communication, terrible company. Avoid at all costs.
26th Jun 2020
Ordered 15th June. Needed 2 weeks notice for delivery but understood due to COVID. Taken today off work but nothing has arrived. I have emailed (as there is no point ringing) got some sob story email back about been patient. Well I think two week to deliver 10 miles is patients enough. ***** knows when my order will arrive but if it does I suppose like others on here I will just be grateful. They could just contact you and tell you they are not able to deliver but they must take pleasure in having you waiting around. Trying to blame COVID for poor customer service is an insult to a front line key worker. Trust meter should check the email address of positive reviews as I, like others on here don't belive them. It is NOT too much to ask for goods you have paid for to arrive on time and this is just not good enough. If they spent nearly as much time on their customer care as they do appealing negative reviews on here they may get better reviews. AVOID LIKE A COUGH IN A LIFT.
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26th Jun 2020
Better not use them. Waiting now for a 2.5 seems overdue delivery. 3 hour s of phone call not yet manage to speak to anyone.
Delivery company found request within 10 seconds, great service, and they have not received anything from gravel master. Are they out of business or are they a scam?
25th Jun 2020
Oh how I wish I had read the reviews here before making my order and pity I cant give zero stars. I took a day off work (unpaid) and waited in for my delivery of bulk bags of gravel -but like so many others the order never arrived. I had no correspondence from the company to say it wasnt coming so a complete day wasted. I contacted the 3rd party company who were delivering the items and they said they had not even recieved it for delivery. I cannot contact gravelmaster as they do not answer the phones (even tho I have left it ringing for over 2 hours before giving up) and all emails also go unanswered. I prepared my garden ready so now I have a very dangerous garden that has been dug out, so in this lovely weather I cannot even let my children out to play as its unsafe. I dont know if and when I will even get my gravel now and I am unable to take another day off work to wait in for it anyway. All I can say is avoid this company like the plague. Their website states (and I quote) "Whatever the product, wherever the place, we guarantee a professional and reliable service throughout. Our fantastic nationwide distribution facilities provide a service that you will be proud to recommend." Well that couldnt be further from the truth if they tried!!! I certainly wouldnt recommend them to any buyer. Luckily I paid via paypal so have some hopes of getting a refund if the order doesnt eventually arrive. Why keep taking orders when you cant even deliver the ones you have already - shocking service!!
23rd Jun 2020
SHOCKINGLY BAD COMPANY- DO NOT PLACE AN ORDER WITH THEM.
Like all other bad reviews, this company should be shut down.
Have reported to government website who are investigating. Local trading standards also made aware. The company take your money and don’t fulfill the order/delivery.
Part order received after an extended delay. No communication re outstanding delivery. Have given up trying to call as no one answers the phone. Numerous emails sent and generic replies received if at all, most emails are not responded to.
Now in the process of credit card company retrieving £578 back from this sham of a business.
I will do everything possible to highlight this truly awful company so others are not left out of pocket.
23rd Jun 2020
Take note of the good reviews in trust pilot. They are clearly fake, probably written from staff, or friends. Most are invited. To make it looks real, they now have some invited ones complaining a little. But common for them are that they have had some sort of contact, or partly deliveries.
How can some say the communication are very good when there only are automated emails, and nobody answer the phone??
It is a scam company, which I am in the progress to report every place possible.
I advice others to do the same
23rd Jun 2020
They keep your money and their product. Should be pursued by Trading Standards. Not worth a personal civil case, but avoid at all costs! Zero stars!!!
22nd Jun 2020
DO NOT TURN AND LEAVE YOU OUT OF POCKET.
BE WARNED - BUY FROM SOMEWHERE THAT DESERVES YOUR BUSINESS
THESE STINK
22nd Jun 2020
First, it does not work as another reviewer suggested. I contacted pallet network and there was nothing to track, because Gravelmaster had not delivered!
We ordered a bag of stones several weeks ago. Got a delivery date, when nothing arrived. Got a new date, and same thing happen. And so it go on and on.
No reply to several emails. Nobody answer the phone. After many tries we had a email saying within 5 days, which also was a lie!
We wrote a polite letter giving them time to react before we reported them to trading standards, coronavirus business complaint, police etc. But still silence.
They delete bad reviews on Trust pilot , and seem to have got a lot of fake good invited reviews lately. With all who are in same situation as us, it is quite clear they get someone to write the good ones.
I believe it is a scam company, and people should use social media to warn people.
We will now do what we have to, to get our money back
22nd Jun 2020
They have real issues with delivery now.
I used the website as I'd previously had (a couple of years ago) a good service from them but I wish I'd checked as it couldn't be further from the case now!
They take your money, if you're lucky enough to get through will lie about when your product is going to arrive and just constantly blame the hauliers.
If this was my business, I'd be sourcing other delivery methods because its ruining the reputation!
Wonder if I'll ever actually receive my product. 🤷♂️
22nd Jun 2020
I had the same problems as everyone else I ordered on 03/06/20 for a delivery to be delivered on 19/06/20 but it didn't arrive. I couldn't get through on the phones using all 3 options so I emailed gravel master and received a generated email saying due to CV19 they had limited staff in their office (understandable) and to be patient and the item would arrive. However what I did do was to enter my invoice number in to their tracking on their website and hold and behold the pallet of gravel was picked up from Gravel master on the 16th and it was delivered from the courier's national hub to my local depot on the 17th the fault was with my local depot for none delivery and not with Gravel master. I contacted the Pallet network who gave me the phone number of my local depot (YDL) and they adviced me that the delivery would be today. I suggest you enter your tracking number on the gravel master website and it will bring up the Pallet network delivery information if it has been picked up by them. Pallet network will have their own invoice number on there which is the one to use if you need to contact them. The contact information for pallet network is 0121 131 4000 or [email protected]
Good luck and I hope this is useful.
18th Jun 2020
I was expecting my delivery on 28th May but received an email a couple of days before to say there was a small delay. I occasionally received emails after that informing me that my delivery would be arriving by 6pm the next day. It never happened. I sent emails asking for updates and sometimes I received replies asking for my continued patience in these “difficult times”. When I finally managed to reach someone by phone (17th June) I was told the delivery firm weren’t able to deliver due to the location of my property. I had to arrange for someone to collect my order from the delivery company which took around 3 hours to complete. We discovered that the delivery firm had had my order for 17 days but we had not been informed that they could not deliver it. Gravel Master will not refund delivery costs so I paid Gravel Master to deliver then had to pay out again to collect my goods. Total disgrace!
16th Jun 2020
Email sent to Gravel Master following eventual delivery of the bark I had ordered.
_________
You committed to delivering my two pallets of bark on 12th June.
On 11th June you emailed to say it was at depot and would be with me in 24 hours.
On 12th June I emailed after 4pm to ask where the delivery was to be told it was not going to be delivered for a further 48 hrs.
On Sat 13th June you emailed me twice after 2pm to say it would be delivered that day. Nothing received by close.
On Monday 15th June your delivery arrived at 11am. 1 full pallet and 1 incomplete pallet. Noted to driver and took photos.
Called cust services, waited for 6mins being told every 5 secs how important my call was.
Hung up, now sat on hold to sales line, hoping it would be covered more promptly. Still being told how important my call is.
If you aren’t going to cover your phone lines, update your messages or close them. It makes you appear utterly hopeless.
What are you going to do to fix my short delivery? I will take either a new delivery of 1/2 a bag or a refund of 1/2 a bag. Up to you.
________
I eventually gave up waiting on hold. It was clear to me no one was going to answer the phone.
Since sending this email I have received 5 automated emails confirming my delivery was successful. Nothing received in response to the mail above. Photo showing the two bags I received is below. Same price paid for both. Clear that one bag is considerably less full than the other.
Awful company, avoid.