ComplaintsforThe Stone Collection LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ceramic tiles paid in full and shipped to my address where installation started. Half way down I noticed the irregularities top and bottom of on each and every single tile. I called the sales person and told him the problem, he said that that will go away after installation. I am an engineer and told him not to insult my intelligence molded and BAKED porcelain will not level in timeI sent (guy name was *****) the pictures of irregularities. He asked me to e mail to his boss which I did. Of course there is no response at all.I cannot live with these tiles feels like walking on ocean and getting tile sickI dont know what you can do, but these people showed me a tile and shipped me defective ones.Now I have to remove all the tiles and install new ones.

  Business response

  04/26/2024

  We are a company who stands behind our material. We contacted the tile manufacturer and opened a case in order to investigate the complaint from the customer. The investigation concluded that the material provided to the customer is Not defective as it passed all the quality metrics required. We are attaching a letter from the manufacturer stating his findings, as well as the quality control report and  the specification sheet for this material. We would also like to clarify that we indeed responded to the customer email  (he claims we never did) attached is the response email we sent to him. When the customer visited our store, he liked the tile and took a sample with him in order to make a decision at home. Later he came and made the purchase which we delivered. Unfortunately  it seems that after the full installation was made,  he changed his mind and "did not like how the tile looked" however this is a matter of personal preference But has nothing to do with the quality of the material. The customer had the option to stop the installation at any point and return the uninstalled material but he did not.

  Customer response

  04/26/2024

   
  Complaint: 21552939
  
  I am rejecting this response because:

  What quality control?
  Pictures clearly show that tiles are DEFECTIVE. this is not a persons personel preference issue. Any person who sees these pictures will see that THEY ARE FAULTY.. 
  
  Please take a look at the pictures. The irregularities are NOT normal. They are DEFECTIVELY manufactured

   

  
  
  Sincerely,
  
  *******************

  Business response

  04/26/2024

  I have very  simple question, 

  in your previous **mplaint, you mentioned we have not reply your email, as submitted which we did reply to your emails why did you not return the material when we gave you the green light to return them?

   

  and also

  why did you **ntinue the installation if you had noticed some irregularities with the tile in the middle of the installation as you refer. You **uld have stop the installation in the middle of the job as soon as you found out there is something wrong, if there was anything wrong!

  Why did you **ntinue?

  why did not you send us the material back the way we delivered to you?

  ************, it is very easy to manipulate your situation and leave negative **mments here, however it will not change the fact that Stone Collection has always been very fair and ** operative with its customers throughout long years. Over ****** happy customers say a lot about our **mpany & its customer satisfaction policies.

  There is NO tile **mpany in *** would take any material back after it is **mpletely installed.

   

  as it clearly indicates on your invoice, there will be no claims accepted after the installation made.

  regards 

  Customer response

  04/29/2024

   
  Complaint: 21552939
  
  I am rejecting this response because:

  that Is not True.

  Sunday, March 31 the day installation started. I noticed the defects and because of being Sunday I texted ************* at 12:43PM at ************ and told him if I can call him. And I also sent him the pictures. His response was I will talk to the distributor in details and get back to you.  I also TEXED him  that mean time  I WILL STOP THE INSTALLATION. His TEXETED RESPONSE was OKAY DO NOT WORRY.

  On April 1 at 1:47 PM he asked him if he would call me. He did. I was told that after installation it will go away..???????

  at this point my response was please tell the distributor that baked stone/ceramic WILL NOT level out in time. I am an ENGINEER and do not insult my intelligence.

  He called me the following day and said that it is now over my head send an email to ******************************* or ******************************** which I did. He emailed me back saying that he will forward my email to his boss.

  since than I called ************* a few times he DID NOT answered NOR I RECEIVED EMAIL FROM THEM.

  Mean time installation stopped and we couldnt stay in the house it wasnt livable in  and moved to my sons house which I have the pictures what the whole house looked like. As you can imagine looked like a war zone.

  days passed I had no response from them and didnt have any other choice and completed the installation. what were we supposed to do? 

  in conclusion, I HAVE STOPPED THE INSTALLATION..BUT NO ONE WOULD CONTACT ME BACK TO TELL ME WHAT TO DO. BECAUSE THEY GOT MY MONEY AND DID NOT CARE AT ALL.

  
  EVERYTHING I SAID IS TRUE AND I CAN PROVE THEM. I STILL HAVE THE **** MESSAGES. PICTURES OF THE HOUSE 

  Untill today I HAD NO RESPONSE NOR CONTACT FROM THEM.

  Installers are the witnesses. 

   

   

   

  
  Sincerely,
  
  *******************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I visited the showroom store and had the negotiation with the salesman Mr. **** (he said he is part of the family owned business). he offered me a marble tiles that they have at the showroom hanging on the wall to the public.He offers me a lot of marble sizes 36"x36" and 18"x36" that they want to liquidate for a reasonable price $4.50/**, in a condition that I have to buy all the stock left in their warehouse.Mr. Eyup take me to their warehouse to show me the stock, but they were inside Palettes stocked high and couldn't see any quality, just boxes.I agreed to buy in a condition that i'll get the same as the model in the showroom, it was promised to deliver quality tiles same as in the showroom, they even gave me a 12"x24" tile sample to take with me as reference.In the first invoice they wrote As-Is sale, but I refused to get it in as-is condition, I requested to have a quality tiles as the samples, finally they agreed and email me a new invoice with "no return", it was ok for me because I didn't planned to return.I ***** ***** transfer) the funds to their account and confirmed of delivery day.The Stone Collection company delivered to me 7 Palettes with their truck and put them curb side of the building, I received the pallets and signed the receiving to their driver.I hired 4 guys to lift them up to the condo (Paid $1000), and left for my work, when I returned to the condo, I couldn't believe what I see.I received the tile we agreed but completely not the quality promised, many of them broken, many with crack, many glued, completely not the one in the showroom or the sample they gave me.

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