In November I got a few local quotes on a bathroom vanity counter I didn't have enough time to custom order the material that I wanted before Christmas, so I had to find a shop who already had it in stock To start, the Graniteworx quote came in later and was a bit higher than the others but they had slabs of the quartz I wanted in stock and GUARANTEED that the product would be ready in time, so I placed the order with them
I went in and measured the slabs with one of their reps, who advised me to pick the largest one so that if an error is made, there'll be more material to work with, made sense I watched as she wrote the measurements, quartz name, and my name on a tag and put it on the slab I chose There were no other tags on it, so it was not being reserved for any other client or use The next day my partner paid the deposit and the receptionist scheduled a pidate of Dec She said that "Graniteworx is usually on schedule, don't wait for a call - just show up that afternoon, it will be ready."
So he shows up and the only reps on site inform him that our job is not done, and can't be My tag is on a slab half the size of the one I originally selected, too short to cut our counter out of, and they don't have that quartz in stock anymore They also tell us that our job date had been changed in their system to January My best guess is that they tried to cut a second order out of my large slab to maximize profit but the production team cut it the wrong way and then tried to cover things up by bumping our job back without informing us
The rep I placed the order with and manager are both on holidays, so I'm left dealing with their warranties rep who offers me options - choose another remnant from what they have in stock OR wait a week for their supplier to deliver the product (their standard shipping time [and rate])
I took home a few samples from their other available stock but none were comparable to the original product I had ordered They had a few higher quality stones, but none of them looked right Only one sample was close in appearance, but it was a poorer quality product
HERE'S THE PROBLEM:
Had they called when this mistake was made (which they clearly had discovered at some point or why would the date have been changed in the system?) we might have been able to get another shop to produce our counter in time for Christmas That option was now gone because no other shop can produce the counter in days
When I told her I wasn't happy with anything else they had in stock, she said there was nothing more she could do (and while she could "try" to reach the manager, it was clear she didn't have any interest in doing so)
The only reason I agreed to pay the Graniteworx remnant rate (which was higher than the competitions) was because they said they could meet the product and deadline requirements That was worth the added cost to me Now that they weren't fulfilling my order as promised - I asked her if they would lower the price - and we would proceed with the lesser-quality stone that looked similar She refused, and said that they can't lower the price any more on a remnant as a "standard operating procedure" I said this is not a "standard" situation, a terrible mistake was made on their end, could she please call the manager if this is beyond her authority She informed me that those were the owners instructions! I emailed him myself and received no reply
Her final response to me was simple, albeit awful:
"I'm sorry you feel this is unfair." If your job was a custom order of a group or [higher end] stone and not a group [remnant] we would have paid to have the suppliers rush the stone in and tried to meet your deadline, and probably would have discounted you for the inconvenience
BUYER BEWARE:
If you are ordering a remnant from them you will pay more than other shops and get whatever they give you Even if they guarantee you a specific product by a specific date - it means nothing if it is not a group 4+ stone They make no apologies for this either and think it should be understood by the client I think they should post what the minimum dollar amount is that you need to spend there in order to get decent customer service or expect them to fix their mistakes
Due to their response - my choice was limited to paying them a higher rate than the competition for a product I don't want, or for a delivery date that can be met just as well by a cheaper company Bad business move for them, I'll continue taking my orders (and our company's orders - did I not mention we operate a home renovation company that orders 6+ stone counters a month?) to our current supplier from now on Although they are out of town, they can be trusted to set their mistakes right with clients, regardless of the order size Good thing this happened to me and not a client or we could have been out thousands in repeat business
Graniteworx supplied quartz countertops for my kitchen renovation. They did everything on time, and did a perfect job templating and installing, including installing my undermount sink. Unfortunately there were a few small defects in the large slab on the island that no one noticed until the installation was complete.
When I reported the problem, Graniteworx sent out a technician to try to effect a repair. I was very impressed with his skill and professionalism, and he fixed the larger problem completely, but was only partially successful with the other. I was left with an area of the countertop that, only under certain lighting and low viewing angles, you could see did not have the same level of polish as the rest of the slab.
Graniteworx proposed two possible solutions: 1) They would simply replace the entire island countertop, or 2) I could keep it as it was and not pay the final invoice, which was about 30% of the total project cost. I chose the latter because the defect really was barely noticeable. But the important point here is that this company, without argument or resistance, was willing to do exactly whatever was needed to make the final result perfect, regardless of the cost to themselves. You can't ask for better than that.
In November I got a few local quotes on a bathroom vanity counter I didn't have enough time to custom order the material that I wanted before Christmas, so I had to find a shop who already had it in stock To start, the Graniteworx quote came in later and was a bit higher than the others but they had slabs of the quartz I wanted in stock and GUARANTEED that the product would be ready in time, so I placed the order with them
I went in and measured the slabs with one of their reps, who advised me to pick the largest one so that if an error is made, there'll be more material to work with, made sense I watched as she wrote the measurements, quartz name, and my name on a tag and put it on the slab I chose There were no other tags on it, so it was not being reserved for any other client or use The next day my partner paid the deposit and the receptionist scheduled a pidate of Dec She said that "Graniteworx is usually on schedule, don't wait for a call - just show up that afternoon, it will be ready."
So he shows up and the only reps on site inform him that our job is not done, and can't be My tag is on a slab half the size of the one I originally selected, too short to cut our counter out of, and they don't have that quartz in stock anymore They also tell us that our job date had been changed in their system to January My best guess is that they tried to cut a second order out of my large slab to maximize profit but the production team cut it the wrong way and then tried to cover things up by bumping our job back without informing us
The rep I placed the order with and manager are both on holidays, so I'm left dealing with their warranties rep who offers me options - choose another remnant from what they have in stock OR wait a week for their supplier to deliver the product (their standard shipping time [and rate])
I took home a few samples from their other available stock but none were comparable to the original product I had ordered They had a few higher quality stones, but none of them looked right Only one sample was close in appearance, but it was a poorer quality product
HERE'S THE PROBLEM:
Had they called when this mistake was made (which they clearly had discovered at some point or why would the date have been changed in the system?) we might have been able to get another shop to produce our counter in time for Christmas That option was now gone because no other shop can produce the counter in days
When I told her I wasn't happy with anything else they had in stock, she said there was nothing more she could do (and while she could "try" to reach the manager, it was clear she didn't have any interest in doing so)
The only reason I agreed to pay the Graniteworx remnant rate (which was higher than the competitions) was because they said they could meet the product and deadline requirements That was worth the added cost to me Now that they weren't fulfilling my order as promised - I asked her if they would lower the price - and we would proceed with the lesser-quality stone that looked similar She refused, and said that they can't lower the price any more on a remnant as a "standard operating procedure" I said this is not a "standard" situation, a terrible mistake was made on their end, could she please call the manager if this is beyond her authority She informed me that those were the owners instructions! I emailed him myself and received no reply
Her final response to me was simple, albeit awful:
"I'm sorry you feel this is unfair." If your job was a custom order of a group or [higher end] stone and not a group [remnant] we would have paid to have the suppliers rush the stone in and tried to meet your deadline, and probably would have discounted you for the inconvenience
BUYER BEWARE:
If you are ordering a remnant from them you will pay more than other shops and get whatever they give you Even if they guarantee you a specific product by a specific date - it means nothing if it is not a group 4+ stone They make no apologies for this either and think it should be understood by the client I think they should post what the minimum dollar amount is that you need to spend there in order to get decent customer service or expect them to fix their mistakes
Due to their response - my choice was limited to paying them a higher rate than the competition for a product I don't want, or for a delivery date that can be met just as well by a cheaper company Bad business move for them, I'll continue taking my orders (and our company's orders - did I not mention we operate a home renovation company that orders 6+ stone counters a month?) to our current supplier from now on Although they are out of town, they can be trusted to set their mistakes right with clients, regardless of the order size Good thing this happened to me and not a client or we could have been out thousands in repeat business
Graniteworx supplied quartz countertops for my kitchen renovation. They did everything on time, and did a perfect job templating and installing, including installing my undermount sink. Unfortunately there were a few small defects in the large slab on the island that no one noticed until the installation was complete.
When I reported the problem, Graniteworx sent out a technician to try to effect a repair. I was very impressed with his skill and professionalism, and he fixed the larger problem completely, but was only partially successful with the other. I was left with an area of the countertop that, only under certain lighting and low viewing angles, you could see did not have the same level of polish as the rest of the slab.
Graniteworx proposed two possible solutions: 1) They would simply replace the entire island countertop, or 2) I could keep it as it was and not pay the final invoice, which was about 30% of the total project cost. I chose the latter because the defect really was barely noticeable. But the important point here is that this company, without argument or resistance, was willing to do exactly whatever was needed to make the final result perfect, regardless of the cost to themselves. You can't ask for better than that.