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International Stone Gallery Reviews (15)

This is a very busy time of year for us with the Home & Garden Show and Trade? Shows.? We? sincerely apologize for the delay in response.? Thank you for your patience.Mr [redacted] and his wife signed off on a very soft stone called [redacted] ***, on the 23rd of June 2016.? Our Office Manager , Patty [redacted] completed the stone sign off and sat with ***, ***'s wife,? ***'s? brother and ***'s sister-in-lawAll? were told by? Patty that [redacted] is a softer granite than most granites and has more? imperfections in the material.? Patty? also explained to them that because [redacted] ***? is a softer stone, there was a limited number of edge profiles that we are able to fabricate onto that stone.? ? Mrand Mrs [redacted] felt? at that time, that the beauty of the [redacted] for their Kitchen project outweighed the negative aspect of the? imperfections in the stone.? ? ? In November 2016, [redacted] expressed he was very? unhappy with the job.? We replaced the full height back splash, as referenced by the? attached letter, in which we offered to install the back splash at his convenience during the evening or on a Saturday, so ***? didn’t have to miss any work or be further inconvenienced in any way.? We installed the replacement back splash on January 19th and January 26th, 2017.? After re-installation, [redacted] ,? told our lead installer, Kyle, that they were very happy with their project.? Attached is the sign-off from [redacted] , stating that the job was complete to her satisfaction.On January 30th, International Stone Gallery received an email from [redacted] with yet another problem, this time claiming an electrical problem.? International Stone Gallery would like a? bill for the $in electrical costs and will gladly pay it immediately in full, if the? problems were caused by International Stone Gallery.? ? As a gesture of good business, we offer $for the? inconvenience of Mr [redacted] 's? time for the replacement of the full height backsplash.? In closing, thank you again for your patience in this matter and we look forward to continuing our? A+ rating with the Revdex.com.? Sincerely, Somers [redacted] ? President

This email is in regards to a complaint from Mrs [redacted] for my company International Stone Gallery Mrs [redacted] ’s statement about International Stone Gallery is close in some facts, but with a few considerable variationsFirst, when she signed off on her stone in September of 2014, she told us it would be a couple of months before the project would be starting, never once did Mrs [redacted] mention that her project would be ready the spring or summer of the following yearWhen she called us to say that the project was back on schedule, it was approximately the first or second week of August 2015, not June or July as she states Our Office Manager, Patty, did in fact say “Okay great, keep in touch.” Patty didn't mention any issues with the stone at that time, because we hadn't looked for it at that timeIt had been -months since we had heard from her We then contacted her contractor (within a few days) to see when he would need us to come to measure as we had now heard from Mrs [redacted] and he stated he would be ready in mid SeptemberIt was approximately the week of August, 17, when we tried to confirm the location of the slab she signed off on in preparation for the mid-September installation time frameWe were unable to locate the stone over the course of that weekOn Tuesday, August 25, 2015, we contacted Mrs [redacted] and explained that we could not locate her stoneWe informed Mrs [redacted] that during the harsh winter weather that year some unidentified stones were damaged and/or broken, which had since been discarded and that through our very large inventory between two locations, her stone may also have been misplaced and we still may, in fact, have it However, the fact remained we were unable to locate it at that time Mrs[redacted] was understandably upset, and as a result, we apologized numerous times and stressed to her that we would do everything in our power to make this situation right with herWe offered her another granite material that was priced higher at the original lower price of what she had We showed her numerous similar color granites, higher priced stones, but she concluded that the other options wouldn’t work for herWe also sought photos of material from our suppliers that we did not have in stock, which we would bring in just for her at no extra charge, if she requested Finally, I, Somers Sherman, never stated that it was her fault for no deposit on the stone or that she should blame her contractor I stated that the reason we had not contacted her saying we couldn’t find her stone was because we never looked for it, because we did not hear from her for 10-monthsIn conclusion, International Stone Gallery made an honest mistake and tried diligently to fix the problem by staying in contact with her regularly and by offering her any other stone including more expensive stones that we had availableMrs [redacted] stated that she received a price of over $4,from [redacted] for a similar material we priced at around $2,900.00, and [redacted] priced her project for around $3,Different companies price jobs differently and more importantly, we quoted her for a stone called Colonial Cream, and the stone Buffalo Granite & Marble quoted her for was what we believe to be Colonial Gold, (not sure if that was the exact name) but again I don't believe the name was the exact name as oursDifferent material cost different amounts We again apologize for the inconvience for an honest mistake, however we do not feel we owe her any money We are open to see how the Revdex.com suggests we should have handled this matter If anyone would like to contact me personally, please call me at ###-###-#### or on my cell phone ###-###-####Please kindly note that I am the owner of International Stone Gallery, all correspondence can be addressed to mePlease confirm you have received thisThank you in advance Sincerely, Somers Sherman-- International Stone GallerySouth Transit RoadLockport, NY 14094Ph: ###-###-####Fax: ###-###-####Mon, Tue, Wed, Fri 9AM-5PM Thursday 9AM-7PMSaturday 9AM-2PMhttp://intstonegallery.com

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below After reviewing the response from the owner of International Stone it is no surprise to me his continuing deflection and rewrite of the actual facts My response,it was always very clear to the Office Manager, after many visits selecting the granite, that it would be stored for a spring date - they knew my contractor and that the purchase was going thru his account At no time was I contacted regarding any concern they had with my purchase or lack of deposit from the contractor Furhter, the owner, in fact stated during my one conversation with him that I should take up my complaint with my contractor since they did not get a deposit from him Why would I even bring up my contractor in this issue if he (owner) did not address it first?When I called at the end of June or beginning of July and spoke with the Office Manager there was no concern expressed by her regarding a problem with the account or timing and she said to me when I stated my contrator would soon be doing my job "all was fine" and I received a call a month later from her stating, "don't know what happend to granite." When I called my contractor to tell him this in August he stated he had called them a few weeks earlier and heard all was well Why would he lie? My contractor then called the owner regarding the issueThe true statement made by the owner was that when I heard the news I was upset - what kind of business practice is in place within this company? Or is it just shoot by the hip, many people told me the company probably needed my piece for a larger job and believed I would just pick out another piece since "breaking" of the piece made no sense since they would have called me immediately if that had actually happened I will never knowI did try to see if another piece would work (limited since all materials for kitchen purchased based on granite I thought I had) but only two possible pieces (is two several?) and even the Office Manger knew it was iffy Not that she can admit it in order to keep her job When there were no options I went to other granite companies and selected the company that found the same granite (in another state that they got even though I was not going to purchase without seeing in front of me) and one company had granite that would work but was much more expensive I chose [redacted] which involved the $price differenceIn conclusion, I certainly strongly feel this is an owner that takes no responsibility for his "honest mistake." Lesson learned as I would never recommend this company to anyone, he never even tried to resolve the issue - could have offered half the extra cost for the sake of better business A concept clearly foreign to MrSherman [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response is unacceptable because it doesn’t answer any of the concerns other than that they’re confirming it does not match and we signed off on it so they’re not claiming responsibilityMost of the statements made in their response are untrueFor example, neither my wife or myself spoke to Patty about anything regarding the stones not matchingMy wife met her briefly without much conversation and I never met herAlso when I went to sign off on the stone the time was 4:45pmI think most would agree that isn’t “enough light” in December to see stone variations, shades, etc although I did claim to the representative that “I trusted him, they are the experts” I was never told that day that the stones did not match either, nor was I encouraged to go inspect itI was told that they were both Mantra in a tone that implied there was very little difference, but I was welcome to go look myself Our complaint is not in regards to their ability to have customers sign disclosures blindlyOur complaint is simple, they were hired to match our counter tops and failed at that jobThe colors are not “slight variations” they’re entirely differentAlso, another issue unaddressed from our original complaint is that the edges were also cut wrongWe were told someone would come fix that over a month agoWhen Sommers came to our house he immediately acknowledged that the stone and edges did not match but justified such by stating our decorations do not match the style of our home so matching isn’t perfectHe also stated that we should have done a solid color instead of trying to match it, we should have taken home a sample cut, etcwhich those are good suggestions that would have been appreciated had they been mentioned proactively, not reactivelySommers was also supposed to call me with another quote for me to pay to correct their work, which I entertainedI was never contacted again for that work estimateI have attached images of the different stonesThe pictures do not represent the whole job when seen in person and how large and different these are. Regards,
*** *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
After reviewing the response from the owner of International Stone it
is no surprise to me his continuing deflection and rewrite of the
actual facts. My response,it was always very clear to the Office
Manager, after many visits selecting the granite, that it would be
stored for a spring date - they knew my contractor and that the purchase
was going thru his account. At no time was I contacted regarding any
concern they had with my purchase or lack of deposit from the
contractor. Furhter, the owner, in fact stated during my one
conversation with him that I should take up my complaint with my
contractor since they did not get a deposit from him. Why would I even
bring up my contractor in this issue if he (owner) did not address it
first?When I called at the end of June or beginning of July and
spoke with the Office Manager there was no concern expressed by her
regarding a problem with the account or timing and she said to me when I
stated my contrator would soon be doing my job "all was fine" and I
received a call a month later from her stating, "don't know what happend
to granite." When I called my contractor to tell him this in August he
stated he had called them a few weeks earlier and heard all was well.
Why would he lie? My contractor then called the owner regarding the
issueThe true statement made by the owner was that when I heard
the news I was upset - what kind of business practice is in place within
this company? Or is it just shoot by the hip, many people told me the
company probably needed my piece for a larger job and believed I would
just pick out another piece since "breaking" of the piece made no
sense since they would have called me immediately if that had actually
happened. I will never knowI did try to see if another piece
would work (limited since all materials for kitchen purchased based on
granite I thought I had) but only two possible pieces (is two several?)
and even the Office Manger knew it was iffy. Not that she can admit it
in order to keep her job. When there were no options I went to other
granite companies and selected the company that found the same granite
(in another state that they got even though I was not going to purchase
without seeing in front of me) and one company had granite that would
work but was much more expensive. I chose *** *** which
involved the $price differenceIn conclusion, I certainly
strongly feel this is an owner that takes no responsibility for his
"honest mistake." Lesson learned as I would never recommend this
company to anyone, he never even tried to resolve the issue - could have
offered half the extra cost for the sake of better business. A concept
clearly foreign to MrSherman*** ***

This is a very busy time of year for us with the Home & Garden Show and Trade Shows. We sincerely apologize for the delay in response. Thank you for your patience.Mr*** and his wife signed off on a very soft stone called *** ***, on the 23rd of June 2016.
Our Office Manager , Patty *** completed the stone sign off and sat with ***, ***'s wife, ***'s brother and ***'s sister-in-lawAll were told by Patty that *** *** *** is a softer granite than most granites and has more imperfections in the material. Patty also explained to them that because *** *** is a softer stone, there was a limited number of edge profiles that we are able to fabricate onto that stone. Mrand Mrs *** felt at that time, that the beauty of the *** *** for their Kitchen project outweighed the negative aspect of the imperfections in the stone. In November 2016, *** expressed he was very unhappy with the job. We replaced the full height back splash, as referenced by the attached letter, in which we offered to install the back splash at his convenience during the evening or on a Saturday, so *** didn’t have to miss any work or be further inconvenienced in any way. We installed the replacement back splash on January 19th and January 26th, 2017. After re-installation, ***, told our lead installer, Kyle, that they were very happy with their project. Attached is the sign-off from ***, stating that the job was complete to her satisfaction.On January 30th, International Stone Gallery received an email from *** with yet another problem, this time claiming an electrical problem. International Stone Gallery would like a bill for the $in electrical costs and will gladly pay it immediately in full, if the problems were caused by International Stone Gallery. As a gesture of good business, we offer $for the inconvenience of Mr***'s time for the replacement of the full height backsplash. In closing, thank you again for your patience in this matter and we look forward to continuing our A+ rating with the Revdex.com. Sincerely, Somers ** *** President

February 16, 2018To whom it may concern,Towards the end of October *** *** called the Transit Road location to see if we had any Mantra GraniteShe was adding a island to their kitchenI told her we did have Mantra Granite but it was not the same lot that she already had in her kitchenShe
said she would come down and take a look at it. November 1, *** came to the Transit Road location and *** *** took *** out to view the slab of MantraWhen she came back in the showroom she told *** & Patty that the piece would workOnce again I told her it was not from the same lot that she had in her kitchenShe said it was close enough and the piece did not go next to their existing countertopsSo she had *** put the stone on hold until she could send us a layout for pricing. November 10, 2017*** was sent a estimate for the MantraI called her to follow up on the quoteShe said she would come to Transit Road to sign off on the slab of Mantra. December 5, 2017*** ***'s husband came in to sign off on the MantraWe have our customers view the stone one more time before they do the sign offWhen *** *** asked him to go outside to view the stone *** told him he did not need to see it *** already didWhen *** was here it was still light enough to view the stone In addition I have attached the sign off from the first time we put granite in their house a year ago and the second time we put granite in their houseBoth *** and *** are aware that natural stone can varyThat is why are policy is to do a sign off. Somers Sherman, the owner of International Stone Gallery has reviewed this letter with the documentation of the events. Sincerely,Patricia ***Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response is unacceptable because it doesn’t answer any of the concerns other than that they’re confirming it does not match and we signed off on it so they’re not claiming responsibilityMost of the statements made in their response are untrueFor example, neither my wife or myself spoke to Patty about anything regarding the stones not matchingMy wife met her briefly without much conversation and I never met herAlso when I went to sign off on the stone the time was 4:45pmI think most would agree that isn’t “enough light” in December to see stone variations, shades, etc although I did claim to the representative that “I trusted him, they are the experts” I was never told that day that the stones did not match either, nor was I encouraged to go inspect itI was told that they were both Mantra in a tone that implied there was very little difference, but I was welcome to go look myself Our complaint is not in regards to their ability to have customers sign disclosures blindlyOur complaint is simple, they were hired to match our counter tops and failed at that jobThe colors are not “slight variations” they’re entirely differentAlso, another issue unaddressed from our original complaint is that the edges were also cut wrongWe were told someone would come fix that over a month agoWhen Sommers came to our house he immediately acknowledged that the stone and edges did not match but justified such by stating our decorations do not match the style of our home so matching isn’t perfectHe also stated that we should have done a solid color instead of trying to match it, we should have taken home a sample cut, etcwhich those are good suggestions that would have been appreciated had they been mentioned proactively, not reactivelySommers was also supposed to call me with another quote for me to pay to correct their work, which I entertainedI was never contacted again for that work estimateI have attached images of the different stonesThe pictures do not represent the whole job when seen in person and how large and different these are. Regards,
*** *** ***

This is a very busy time of year for us with the Home & Garden Show and Trade Shows. We sincerely apologize for the delay in response. Thank you for your patience.Mr*** and his wife signed off on a very soft stone called *** ***, on the 23rd of June 2016.
Our Office Manager , Patty *** completed the stone sign off and sat with ***, ***'s wife, ***'s brother and ***'s sister-in-lawAll were told by Patty that *** *** *** is a softer granite than most granites and has more imperfections in the material. Patty also explained to them that because *** *** is a softer stone, there was a limited number of edge profiles that we are able to fabricate onto that stone. Mrand Mrs *** felt at that time, that the beauty of the *** *** for their Kitchen project outweighed the negative aspect of the imperfections in the stone. In November 2016, *** expressed he was very unhappy with the job. We replaced the full height back splash, as referenced by the attached letter, in which we offered to install the back splash at his convenience during the evening or on a Saturday, so *** didn’t have to miss any work or be further inconvenienced in any way. We installed the replacement back splash on January 19th and January 26th, 2017. After re-installation, ***, told our lead installer, Kyle, that they were very happy with their project. Attached is the sign-off from ***, stating that the job was complete to her satisfaction.On January 30th, International Stone Gallery received an email from *** with yet another problem, this time claiming an electrical problem. International Stone Gallery would like a bill for the $in electrical costs and will gladly pay it immediately in full, if the problems were caused by International Stone Gallery. As a gesture of good business, we offer $for the inconvenience of Mr***'s time for the replacement of the full height backsplash. In closing, thank you again for your patience in this matter and we look forward to continuing our A+ rating with the Revdex.com. Sincerely, Somers ** *** President

This email is in regards to a complaint from Mrs*** for my company International Stone Gallery. Mrs***’s statement about International Stone Gallery is close in some facts, but with a few considerable variationsFirst, when she signed off on her stone in September
of 2014, she told us it would be a couple of months before the project would be starting, never once did Mrs*** mention that her project would be ready the spring or summer of the following yearWhen she called us to say that the project was back on schedule, it was approximately the first or second week of August 2015, not June or July as she states. Our Office Manager, Patty, did in fact say “Okay great, keep in touch.” Patty didn't mention any issues with the stone at that time, because we hadn't looked for it at that timeIt had been -months since we had heard from her. We then contacted her contractor (within a few days) to see when he would need us to come to measure as we had now heard from Mrs*** and he stated he would be ready in mid SeptemberIt was approximately the week of August, 17, when we tried to confirm the location of the slab she signed off on in preparation for the mid-September installation time frameWe were unable to locate the stone over the course of that weekOn Tuesday, August 25, 2015, we contacted Mrs*** and explained that we could not locate her stoneWe informed Mrs*** that during the harsh winter weather that year some unidentified stones were damaged and/or broken, which had since been discarded and that through our very large inventory between two locations, her stone may also have been misplaced and we still may, in fact, have it. However, the fact remained we were unable to locate it at that time. Mrs.*** was understandably upset, and as a result, we apologized numerous times and stressed to her that we would do everything in our power to make this situation right with herWe offered her another granite material that was priced higher at the original lower price of what she had. We showed her numerous similar color granites, higher priced stones, but she concluded that the other options wouldn’t work for herWe also sought photos of material from our suppliers that we did not have in stock, which we would bring in just for her at no extra charge, if she requested. Finally, I, Somers Sherman, never stated that it was her fault for no deposit on the stone or that she should blame her contractor. I stated that the reason we had not contacted her saying we couldn’t find her stone was because we never looked for it, because we did not hear from her for 10-monthsIn conclusion, International Stone Gallery made an honest mistake and tried diligently to fix the problem by staying in contact with her regularly and by offering her any other stone including more expensive stones that we had availableMrs*** stated that she received a price of over $4,from *** *** * *** for a similar material we priced at around $2,900.00, and *** *** * *** priced her project for around $3,Different companies price jobs differently and more importantly, we quoted her for a stone called Colonial Cream, and the stone Buffalo Granite & Marble quoted her for was what we believe to be Colonial Gold, (not sure if that was the exact name) but again I don't believe the name was the exact name as oursDifferent material cost different amounts. We again apologize for the inconvience for an honest mistake, however we do not feel we owe her any money. We are open to see how the Revdex.com suggests we should have handled this matter. If anyone would like to contact me personally, please call me at ###-###-#### or on my cell phone ###-###-####Please kindly note that I am the owner of International Stone Gallery, all correspondence can be addressed to mePlease confirm you have received thisThank you in advance. Sincerely, Somers Sherman-- International Stone GallerySouth Transit RoadLockport, NY 14094Ph: ###-###-####Fax: ###-###-####Mon, Tue, Wed, Fri 9AM-5PM Thursday 9AM-7PMSaturday 9AM-2PMhttp://intstonegallery.com

This email is in regards to a complaint from Mrs*** for my company International Stone Gallery. Mrs***’s statement about
International Stone Gallery is close in some facts, but with a few considerable variationsFirst, when she signed off on her stone in September of 2014, she told us it would be a couple of months before the project would be starting, never once did Mrs*** mention that her project would be ready the spring or summer of the following yearWhen she called us to say that the project was back on schedule, it was approximately the first or second week of August 2015, not June or July as she states. Our Office Manager, Patty, did in fact say “Okay great, keep in touch.” Patty didn't mention any issues with the stone at that time, because we hadn't looked for it at that timeIt had been -months since we had heard from her. We then contacted her contractor (within a few days) to see when he would need us to come to measure as we had now heard from Mrs*** and he stated he would be ready in mid SeptemberIt was approximately the week of August, 17, when we tried to confirm the location of the slab she signed off on in preparation for the mid-September installation time frameWe were unable to locate the stone over the course of that weekOn Tuesday, August 25, 2015, we contacted Mrs*** and explained that we could not locate her stoneWe informed Mrs*** that during the harsh winter weather that year some unidentified stones were damaged and/or broken, which had since been discarded and that through our very large inventory between two locations, her stone may also have been misplaced and we still may, in fact, have it. However, the fact remained we were unable to locate it at that time. Mrs.*** was understandably upset, and as a result, we apologized numerous times and stressed to her that we would do everything in our power to make this situation right with herWe offered her another granite material that was priced higher at the original lower price of what she had. We showed her numerous similar color granites, higher priced stones, but she concluded that the other options wouldn’t work for herWe also sought photos of material from our suppliers that we did not have in stock, which we would bring in just for her at no extra charge, if she requested. Finally, I, Somers Sherman, never stated that it was her fault for no deposit on the stone or that she should blame her contractor. I stated that the reason we had not contacted her saying we couldn’t find her stone was because we never looked for it, because we did not hear from her for 10-monthsIn conclusion, International Stone Gallery made an honest mistake and tried diligently to fix the problem by staying in contact with her regularly and by offering her any other stone including more expensive stones that we had availableMrs*** stated that she received a price of over $4,from *** *** * *** for a similar material we priced at around $2,900.00, and *** *** * *** priced her project for around $3,Different companies price jobs differently and more importantly, we quoted her for a stone called Colonial Cream, and the stone Buffalo Granite & Marble quoted her for was what we believe to be Colonial Gold, (not sure if that was the exact name) but again I don't believe the name was the exact name as oursDifferent material cost different amounts. We again apologize for the inconvience for an honest mistake, however we do not feel we owe her any money. We are open to see how the Revdex.com suggests we should have handled this matter. If anyone would like to contact me personally, please call me at ###-###-#### or on my cell phone ###-###-####Please kindly note that I am the owner of International Stone Gallery, all correspondence can be addressed to mePlease confirm you have received thisThank you in advance. Sincerely, Somers Sherman
--
International Stone Gallery
South Transit Road
Lockport, NY Ph: ###-###-####
Fax: ###-###-####
Mon, Tue, Wed, Fri 9AM-5PM
Thursday 9AM-7PM
Saturday 9AM-2PM
http://intstonegallery.com

February 16, 2018To whom it may concern,Towards the end of October [redacted] called the Transit Road location to see if we had any Mantra Granite. She was adding a island to their kitchen. I told her we did have Mantra Granite but it was not the same lot that she already had in her kitchen. She...

said she would come down and take a look at it. November 1, 2017 [redacted] came to the Transit Road location and [redacted] took [redacted] out to view the slab of Mantra. When she came back in the showroom she told [redacted] & Patty that the piece would work. Once again I told her it was not from the same lot that she had in her kitchen. She said it was close enough and the piece did not go next to their existing countertops. So she had [redacted] put the stone on hold until she could send us a layout for pricing. November 10, 2017[redacted] was sent a estimate for the Mantra. I called her to follow up on the quote. She said she would come to Transit Road to sign off on the slab of Mantra. December 5, 2017[redacted]'s husband came in to sign off on the Mantra. We have our customers view the stone one more time before they do the sign off. When [redacted] asked him to go outside to view the stone [redacted] told him he did not need to see it [redacted] already did. When [redacted] was here it was still light enough to view the stone.  In addition I have attached the sign off from the first time we put granite in their house a year ago and the second time we put granite in their house. Both [redacted] and [redacted] are aware that natural stone can vary. That is why are policy is to do a sign off. Somers Sherman, the owner of International Stone Gallery has reviewed this letter with the documentation of the events. Sincerely,Patricia [redacted]Office Manager

This email is in regards to a complaint from Mrs. [redacted] for my company International Stone Gallery.  Mrs. [redacted]’s statement about International Stone Gallery is close in some facts, but with a few considerable variations. First, when she signed off on her stone in September...

of 2014, she told us it would be a couple of months before the project would be starting, never once did Mrs. [redacted] mention that her project would be ready the spring or summer of the following year. When she called us to say that the project was back on schedule, it was approximately the first or second week of August 2015, not June or July as she states.  Our Office Manager, Patty, did in fact say “Okay great, keep in touch.”  Patty didn't mention any issues with the stone at that time, because we hadn't looked for it at that time. It had been 10 -11 months since we had heard from her.  We then contacted her contractor (within a few days) to see when he would need us to come to measure as we had now heard from Mrs. [redacted] and he stated he would be ready in mid September. It was approximately the week of August, 17, 2015 when we tried to confirm the location of the slab she signed off on in preparation for the mid-September installation time frame. We were unable to locate the stone over the course of that week. On Tuesday, August 25, 2015, we contacted Mrs. [redacted] and explained that we could not locate her stone. We informed Mrs. [redacted] that during the harsh winter weather that year some unidentified stones were damaged and/or broken, which had since been discarded and that through our very large inventory between two locations, her stone may also have been misplaced and we still may, in fact, have it.  However, the fact remained we were unable to locate it at that time.  Mrs.[redacted] was understandably upset, and as a result, we apologized numerous times and stressed to her that we would do everything in our power to make this situation right with her. We offered her another granite material that was priced higher at the original lower price of what she had.  We showed her numerous similar color granites, higher priced stones, but she concluded that the other options wouldn’t work for her. We also sought photos of material from our suppliers that we did not have in stock, which we would bring in just for her at no extra charge, if she requested.  Finally, I, Somers Sherman, never stated that it was her fault for no deposit on the stone or that she should blame her contractor.  I stated that the reason we had not contacted her saying we couldn’t find her stone was because we never looked for it, because we did not hear from her for 10-11 months. In conclusion, International Stone Gallery made an honest mistake and tried diligently to fix the problem by staying in contact with her regularly and by offering her any other stone including more expensive stones that we had available. Mrs. [redacted] stated that she received a price of over $4,000.00 from [redacted] [redacted] for a similar material we priced at around $2,900.00, and [redacted] [redacted] priced her project for around $3,300.00. Different companies price jobs differently and more importantly, we quoted her for a stone called Colonial Cream, and the stone Buffalo Granite & Marble quoted her for was what we believe to be Colonial Gold, (not sure if that was the exact name) but again I don't believe the name was the exact name as ours. Different material cost different amounts.  We again apologize for the inconvience for an honest mistake, however we do not feel we owe her any money.  We are open to see how the Revdex.com suggests we should have handled this matter.  If anyone would like to contact me personally, please call me at ###-###-#### or on my cell phone ###-###-####. Please kindly note that I am the owner of International Stone Gallery, all correspondence can be addressed to me. Please confirm you have received this. Thank you in advance.  Sincerely, Somers Sherman-- International Stone Gallery6251 South Transit RoadLockport, NY 14094Ph: ###-###-####Fax: ###-###-####Mon, Tue, Wed, Fri  9AM-5PM Thursday 9AM-7PMSaturday 9AM-2PMhttp://intstonegallery.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After reviewing the response from the owner of International Stone it
is no surprise to me his continuing deflection and rewrite of the
actual facts.  My response,it was always very clear to the Office
Manager, after many visits selecting the granite, that it would be
stored for a spring date - they knew my contractor and that the purchase
was going thru his account.  At no time was I contacted regarding any
concern they had with my purchase or lack of deposit from the
contractor.  Furhter, the owner, in fact stated during my one
conversation with him that I should take up my complaint with my
contractor since they did not get a deposit from him.  Why would I even
bring up my contractor in this issue if he (owner) did not address it
first?When I called at the end of June or beginning of July and
spoke with the Office Manager there was no concern expressed by her
regarding a problem with the account or timing and she said to me when I
stated my contrator would soon be doing my job "all was fine" and I
received a call a month later from her stating, "don't know what happend
to granite."  When I called my contractor to tell him this in August he
stated he had called them a few weeks earlier and heard all was well. 
Why would he lie?  My contractor then called the owner regarding the
issue. The true statement made by the owner was that when I heard
the news I was upset - what kind of business practice is in place within
this company?  Or is it just shoot by the hip, many people told me the
company probably needed my piece for a larger job and believed I would
just pick out another piece  since  "breaking" of the piece made no
sense since they would have called me immediately if that had actually
happened.  I will never know. I did try to see if another piece
would work (limited since all materials for kitchen purchased based on
granite I thought I had) but only two possible pieces (is two several?)
and even the Office Manger knew it was iffy.  Not that she can admit it
in order to keep her job.  When there were no options I went to other
granite companies and selected the company that found the same granite
(in another state that they got even though I was not going to purchase
without seeing in front of me) and one company had granite that would
work but was much more expensive.  I chose [redacted] which
involved the $345. price difference. In conclusion, I certainly
strongly feel this is an owner that takes no responsibility for his
"honest mistake."  Lesson learned as I would never recommend this
company to anyone, he never even tried to resolve the issue - could have
offered half the extra cost for the sake of better business.  A concept
clearly foreign to Mr. Sherman. [redacted]

Dear Revdex.com,
In March 2014 I received a message phone and text from [redacted] about supplying granite for her new cafe adjacent to her insurance office(in the same building). An office which we had previously supplied granite counter tops for. She informed me a contractor named [redacted] would...

be contacting me for scheduling to measure for the counter tops in the new cafe. [redacted] asked if I would come by her office and look at a photo of the kind of granite she was looking for from a magazine. I did, after explaining that photos from books were hard to see exactly , that she should come to our showroom and warehouse and look at over 600 full slabs of granite and see them in person and she would be able to make a better choice. She never came out but sent an assistant (employee) from her office and that person made a few choices-we quoted [redacted] and her assistant advised my office of that decision on which stone. After we measured and installed in 2 phases the counter tops, at the 2nd measure [redacted] asked ([redacted]) from our company(who has enclosed his own letter of what his experience on the project was.) to measure an extra piece by the fireplace, which [redacted] did. At the second install when installing the remaining  original granite tops and the additional piece by the fireplace. At that time [redacted] told my installer [redacted] that the piece was the wrong size she wanted it bigger. [redacted] remeasured the area we remade the piece and at job completion we sent a bill for that new piece along with original estimate. We never  charged [redacted] for the first fireplace piece that was 39" wide. We simply sent a bill for the larger piece, by all rights we should have charged  her for both because her contractor told [redacted] (my employee) to make the original fireplace piece 39" wide. But we didn't in the interest of previous supporting business ([redacted]'s insurance office) and in the interest of future potential business. On April 25th in the morning of 7:30-8am [redacted] called my cell and wanted to know who authorized the remake and why was she being billed for it. I tried to explain we didn't send a charge forthe piece that was the wrong size only the one that she wanted in the larger size. We were only billing her for the (1) piece that she was keeping..... in mid  sentence she exploded and said" don't talk to me like that I'm the customer and I said "talk to you how, I'm just explaining what we did",she c ontinued to yell at me saying "I'm your customer you should do what I want" I said  "We were" then I said just forget it I will take it off the bill.
After that call I received a text from her cell  which I can show the Revdex.com it's dated and on my phone form [redacted]'s cell that said my contractor said wall to wall for the fireplace piece not 39". I replied which you can see on my  as well. We will leave it (free of charge) and send original invoice . Which I resent that day. I have copied of both invoices and our email (sent email) can confirm to the Revdex.com that we resent it that day with the charge (all of it) removed. not only did we not charge for the mistake piece we didn't even charge for the second piece which is still at her  cafe.  Lastly, after the complaint from the Revdex.com I called her contractor and recorded him(all legal by law) which I can produce  for the Revdex.com where I explained that [redacted] called and blew up on me. He said "it might have been my fault" not sure what I told your employee [redacted]. Please allow me to let the Revdex.com hear this.  In closing.... 1. I have copies of my texts I will show the Revdex.com including my final text saying" sorry for the confusion I will resend original bill today."  2. Copies of statements my employees will swear to. 3. A legal recording of her contractor stating the whole issue (of size of the piece)might be his fault. 4. We have not had a complaint in 9 years of business our entire time in business. I apologize for the delay in this response. We are a small company and this took almost 2 hours for me to handwrite. My cell is [redacted]  Pls don't hesitate to call me directly with any other questions you may have.

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Address: 6251 S Transit Rd, Lockport, New York, United States, 14094-6332

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