"So far, I am very disappointed with the customer service I have NOT received. I rarely post a negative review and have ordered hundreds of items off of the internet throughout the years but have always been able to get in touch with the company and resolve issues. I ordered my electric wall fireplace on July 12 with an advertised 2 to 3 day shipping expectation. I have yet to hear from cornerstone. I called three times yesterday and got their standard, "due to large all volume" recording. I even tried going through the sales section of their phone system and still got the exact same recording. I left messages but did not receive a call back. I am fine if a company needs to call me back but do expect a call at least the same day. I would rather be allowed to stay on the line and actually talk to someone eventually. I also emailed the company through their system and, again, no response. At this point, I am seriously wondering about the efficacy of this company. I have noticed that the charges went through on my credit card in a timely manner. I had many other options when ordering this product and now regret that I didn't use another company. At least I could have spoken to an actual person to resolve problems. Had someone actually called me back, I would not be writing this negative review. Shame on you, cornerstone, for such extremely poor customer service. I will be glad to update this review if I actually hear from the company and/or receive my product."
"I ordered a product on 6/15/14 and still do not have any idea when it will be shipped. I have tried several times to call as well as email/message to get the status and responses are delayed sometimes having to send in another request. I called and left messages to Customer Service with no luck or call back. I then had to select sales before I got a hold of someone. I was advised on or about 6/18 they were waiting on an ignition and should have a in day or so. Still waiting. I have been upfront telling them I had a contractor out to install this and some other work and the contractor is now wrapping up, so it will cost me more to get him to come back out...frustrating to say the least. I choice cornerstone based on reviews as well as product was advertised in stock. In stock to me did not mean shipped by manufacturer, rather they had it and could get it out. Many other sites sell this same product at comparable prices and the lack of response and/or urgency for a $400.00+ product is not good. I am a Vice President of a Customer Service Team and would not find this behavior acceptable and would certainly try to make this right with the client. At this point, I just need to get this shipped asap. It was for a party this Saturday; however, unless it is overnighted that is going to be almost impossible. I will be making another call after this survey as nobody has followed up since Tuesday 4pm EST to advise they would expedite this and let me know. Still waiting..... I am almost at a point of cancellation and reorder elsewhere as I am becoming skeptical if this is really going to come! Please do what you can...... ***-***-**** or ***-***-**** I can be reached at.
Thanks."
"I ordered 20lbs of Cobalt Reflective fire glass and received 20lbs of Copper Reflective fire glass......I called customer service, but got a message stating that the call volume is too high and to leave a message (still no response). I also sent an online inquiry about my order, no feedback from that either. Hopefully something will change, and if it does I will change my satisfaction outlook."
"The product I ordered was actually unavailable to ship at time I purchased. Had I known this, I may have purchased from another supplier. I sent an email to question shipping information...and at least they did a good job of responding to my correspondence."
"Online ordering was very easy. I received a partial shipment with in two days and the balance of the order from the manufacturer within a week of placing the order."
"I have not received my package. It's been 2 weeks and not even a tracking number"
"I called and emailed and never got an answer. You can't get anyone on the phone. I got the package today and one of the items was slightly broken."
"I have yet to receive my order, although the web site shows my order was awaiting shipment on 02.05.2014. I have attempted to call many times for three days starting at 10am EST through 10pm EST, but only get messages saying that "due to high call volume" I should leave a message. Do they really have high call volmer before they even open? No one has returned any of my messages. No one has returned my email, either. If there was a score of less than one star, that would really be closer to the level of dissatisfaction that I have. This is some of the worst customer service I have seen."
"Item we ordered arrived in perfect condition. Shipping was very fast & we would highly recommend Cornerstone Mantels."
"Ordering was very easy. The pictures on the website were extremely accurate, right down to the color. I am so happy with my purchase. This is the ONLY electric stove I would have....now, to order the door front, whenever we decide on which one we want. Thanks"
"Ordered 12/8/2013 and still no product. Where are the items I purchased that were supposed to be here already!?!?! It is now Jan 2nd and still no items!!!
Where is my tracking number?!?!"
"Order sent out right away and the shipping company that they hired was very accommodating to a delivery time that worked for us."
"We ordered chairs, but before receiving them, received an email saying they no longer carried that item and they would refund our money. They did do that, but the chairs are still on the website."
"very smooth transaction. fast shipping. satisfied new customer."
"Excellent people to work with regarding custom orders!!!!"