Stone Forest shipped us the wrong fountain size, and wrong shape -- it doesn't begin to work in the space we had prepared. The correct shape and size was clearly specified by my contractor. This is after waiting many months for delivery. Completely unreliable company. After spending thousands of dollars, we are stuck with a fountain we do not want. read more

I would give zero stars if I could. Ordered stone basin with bamboo spout well over 2 months ago. After numerous emails with Ali and calling their office directly, I now found out that their shipper misplaced my shipment. I was originally told to expect a call from their shipper last week but that never happened. I called and spoke to a customer service person and it sounded like she was annoyed that I was asking about when I can expect the product. I was given the option of receiving the stone basin, pump and installation kit and have the bamboo spout delivered once it arrived. Obviously, I would incur another delivery charge as well as extra charges from my landscaper who I contracted to install it for me so I declined. Today I found out from an apology email from Ali that their shipper misplaced my original shipment and that they will have to wait for another shipment to recarve the water basin and asked if I'm ok to wait another 3 weeks, No thanks! I would've sourced this somewhere else had I known about the longer than expected delivery date and they weren't even honest about it from the start. I asked to speak with a manager or owner as a last ditch effort but was rudely hung up on after hearing a male voice on the other end. I called back and was told that someone would call me back......still waiting. I emailed several messages to Ali..... still waiting. This business is not accredited with the Better Business Bureau as I came to find out. Such a shame! The product was perfect for what I needed but Stone Forest did not deliver. I understand that everyone is experiencing shipping delays but it doesn't seem that they care at all. The customer service is non existent and they don't even seem to want to call their shipper on behalf of their customers. I will never buy anything from this company again! What a waste of time! read more

we bought a stone lantern and a stone stool on our visit to Santa Fe, NM. the display gardens in Santa Fe were beautiful and it was easy to make a decision on the new pieces for our garden in North Carolina. The staff arranged freight shipping to our home. The stone pieces were expertly packed and once shipped, we received it in a week. this was our second purchase with Stone Forest. We highly recommend them for special, hand crafted Japanese stone art. read more

Since I live in California, I was a bit concerned about buying stone pieces without seeing them in-person but, in the end, I wanted to write this review to let others know my overall experience couldn't have been better. After weeks of exchanging emails and phone calls with the always patient Stone Forest folks, I purchased a 30" Natural Millstone Fountain", its related Fountain Installation Reservoir and pump, and an "Antique Yukimi Lantern". Estimated delivery time was approximately 12 weeks. They worked with me to coordinate a delivery date so my landscaper could be onsite to move everything to my backyard. A few days in advance, the shipper called to confirm a specific delivery date for the two pallets. The pallets were placed on my home's driveway. My landscaper unpacked all pieces, which were very well packed and protected, and then carefully moved each piece to our backyard. After close inspection, we communicated to Stone Forest about one of the stone lantern pieces that was missing a drilled hole, had a small crack and a small chip. They are in the process of sending me a replacement piece. I couldn't be happier with the excellent workmanship of the pieces and the consistently friendly/patient interactions and responsiveness of Stone Forest personnel. I would not hesitate to make additional purchases from Stone Forest. read more

We bought a beautiful stone sink/lav for a guest bath from Stone Forest years ago. Although the drain never properly worked, it was still a fabulous piece of marble and a handsome accessory in our home. Stone Forest has amazing decorative pieces. This fall we bought a Helios fire pit from Stone Forest for our patio in Florida. We sent our contractor the specs and installation material from Stone Forest's website and had the direct gas lines installed. The shipping was expensive, as you can imagine with a 300+ pound piece of stone. The crate was left at the curb, and my four moving men barely got it to the patio. Just a word of caution: the Helios fire vessel can be a very cumbersome and expensive installation process. It's important to have knowledgeable and professional installers the first time around. The 300 pound bowl must be suspended in the air while the installation hoses from the gas kit are connected through a very small hole from the base of the pit to the bottom of the bowl. Heaven forbid the suspension failed, one would lose their hands in the collapse. After the tedious installation, our fire vessel did not work properly. We have had numerous discussions with Stone Forest's referral company who provides the gas kit. The company even sent us another a complimentary kit, thinking the original gas kit was defective. We had to, again, rent a large piece of moving/suspension equipment, and demand top-tier gas company professionals to lift the stone vessel and begin the difficult process of the re-installation with the new gas kit. It turns out that the original gas kit, which was shipped with the fire pit, was defective. We now know all there is to know about thermocouples. While I'm somewhat scarred from the initial installation, the dangling 300 pound bowl, the intermittent performance with subsequent gas leaks and mini-explosions, the fire pit is currently working beautifully and my apprehension about the long-term functionality is subsiding with each flawless operation. read more

Called Stone Forest three weeks ago regarding two travertine benches for a residential construction project. Spoke with Ali asking if we could get photos of the benches. Ali indicated she 'would try to do so'. Three weeks later, no photos, no follow up, no feedback. Called Ali today to follow up. She acknowledged my prior call and informed me that a) they had not taken the photos b) the benches they have are not in sufficient condition to be sold...but maybe one is' and c) if I wanted two benches, it would 'take several months'. The courtesy of a timely follow up by Stone Forest would have been appreciated. Notwithstanding having my phone number, email address and clear understanding of the time sensitive nature of project, Stone Forest did nothing to follow up on their commitment to provide photos, etc. pretty worthless response. Frustrated. read more

My first experience with Stone Forest was buying online. It was a great experience and reasonable time frame for delivery. While on a trip to Santa Fe, I made sure to visit the store. They were already almost closing but Linda Weston took the time to show us around and was so helpful that we purchased a Kasuga Lantern and A bird bath that was delivered in a timely manner. I am in the process of special ordering 3 Buddha statues to replicate the Nara statues I saw in Japan. Robert, with custom design gave an immediate answer and asked questions for specifics based on the photo I sent. Very pleased with the service and highly recommend Stone Forest. The showroom garden was a delight. read more

Beautiful products, great service, excellent customer communications. What more do you want? I ordered a Japanese style stone basin. The photos on their beautiful website looked wonderful, but when the basin arrived it was even better looking than the photo. It was carefully packaged, quickly delivered (for a hand carved stone vessel) and looks so beautiful in our Japanese garden. It's always nice to find great products, but especially from a company that clearly cares about both is goods and its clientele. UPDATE - a new experience with STONE FOREST.... I recently ordered another Japanese water basin. When it arrived, fully crated, the delivery man was rude and unhelpful and refused to allow me to open the crate to inspect the item - he actually said you have to sign for it first. I said, "but if I sign for it, I'm accepting delivery and acknowledging that the piece is in good condition without actually having inspected it." He said, "those are the rules" and threatened to take the crate away. My landscapers - 50 years in the business - were there to place the basin, and were appalled by the delivery man.... Having no choice, I signed. I opened the crate and the basin looked fine. But when I put water in the basin, it revealed a hairline fracture and a leak - not much good as a water basin. I sent Stone Forest an email explaining the situation and the next day received a wonderful response apologizing for the delivery man's behaviour (he is an employee of an independent freight company, NOT Stone Forest's) and offering to replace the basin within the week. Now, THAT'S great customer service. read more

Ordered a very substantial amount of products from them in the past. Product support has always been weak when attempting to solve real world problems concerning installation. Called recently to obtain replacement wood windows for several stone lanterns I had purchased. Explained that they tend to rot out after a few winters. First, I was astonished to learn they do not stock these items nor had the intention of doing so. They suggested I find a local woodworker to make replacements but would inquire about special order cost for replacements. The stone lanterns, with four wooden windows, lenses, stone, etc costs $410 each. The special order price for each window was quoted at $40 or $180 for all four to replace each lanterns windows or nearly half the cost of the entire unit price! Given I ordered seven lanterns this is a substantial cost! Note these wooden windows arrived unfinished when i initially ordered the lanterns. Frankly I will take the initial advice and make the replacement windows myself and never order anything from them again. read more

We bought a Helix fountain from Stone Forest and had it shipped across country with all parts necessary for installation. We had great service on-site from Linda Weston while we were in Santa Fe considering purchase, then excellent follow-up help as we were arranging the details and installing. We are extremely happy with the result and are enjoying the fountain daily. I especially appreciate the communication and commitment to service. read more

Stone Forest has the most beautiful and unique products and the staff is knowledgable, friendly and courteous. The Santa Fe showroom and garden is a must see! read more