Decided to go with this company due to the "Home Show" special. A terrible mistake. Placed our order in April for a June installation and was told it would take 7-10 business days from the templating date to be installed. We set up a date for the templating, took a day off work as someone needs to be home during this time. The date came and part way through the day, we call to find out when they will arrive. We are then told that they can't make it and reschedule for the next week. We are eager to get the countertops in and want to confirm exact time and date of delivery so we call a few days later and are told that it will be on the 10th day by Leslie Esson but no time is confirmed. Another call to Stone Edge and we speak to Peter and again no confirmation of time but are reassured that installation will be on the 10th business day. Finally, it is two days until the 10th business day and we call once more and speak to Peter and are then told it will actually be 19 business days before the countertops will be installed (almost twice as long as we were told on multiple occasionts). The most frustrating part is that we had to call to find out. This company does not care about their customers and when I called to express my frustration, I was told that there are over 40 others in the same boat. In speaking with Peter, he mentioned that 40 of the 45 orders he has, the people are upset with Stone Edge. I don't know about you, but do you really want to deal with a company that upsets the majority of their customers? I will never deal with this company again and will be sure to share my experience with anyone that will listen and hopefully save them the trouble.
- Approximate cost of services:
- $2,500.00
- Company Response
Dear Mr. Chris Au-Yeung, (“Steve”),
Thank you for taking the time to write a review on Homestars.ca about our Company and your experience.
I would like to take the opportunity to address your concerns on this forum. After speaking with you in person about your dissatisfaction and refunding your deposit in full, it is unfortunate that you have decided to take your isolated incident and imply that this is a regular occurrence for Stone Edge Marble and Granite Inc.
I have apologized profusely for our miscommunication and will do so again. As owner of this business, I take our customers concerns very seriously and will continue to try and improve upon our customer service and experience. We very much care about our Customers and always have. You had placed your order for the Home Show special on May 17th, 2010. Not in April, like you have stated. On the Home Show Special paperwork, it was clearly stated that it expired on April 30th but because of a delay on your behalf, we decided to offer the special pricing regardless. Lesley had provided you a tentative template date of Friday, June 11th. The actual template occurred on Monday June 14th. Then a tentative date of June 29th was given for install. On Friday June 25th you were made aware that the install would have to be moved to July 8th, 2010, which yes, was longer than first explained. On Saturday June 26th, you came in to the showroom and talked to me directly, at which point I apologized for the delays and offered you the full refund of your initial deposit.
The Month of June has been particularly hectic for us as we experienced a much larger demand due to the HST. We were not prepared for the sudden influx and unfortunately our install and delivery times have suffered. These delays are temporary and we are confident that once this rush is over, our schedule will be back on track. Some of our customers have had their dates moved and they have all been very understanding under the circumstances. We have not upset 40 out of 45 customers as you stated, and to misquote our production manager is unfair.
We would like to apologize to you again for this unfortunate event and are sorry that you were still upset after our meeting where the above information was explained to you.Vince Marchese
Owner, Stone Edge Granite and Marble Inc.