![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforParamount Home & Design
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
29/11/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The business was untruthful regarding the brand, maker, and material of their product. They sold me fake Italian furniture and claimed the material was marble stone but neither was true. When confronted, the store owner denied responsibility and ********** ** ********** **** **.Customer response
29/11/2021
Purchase date: Jan 5 2018 ,
Tables delivery date: Jun 2018,Most recent interaction date: 11/27/2021
Warranty: 10 years
I was told that I was purchasing Stone International ****** **** Authentic Marble Dining table and Coffee table, but it was just some cheap fake marble knockoff.
Hope this clarifies everything.
Please let me know if you have any questions.
Business response
13/12/2021
The tables purchased by the customer are in fact ****** **** marble manufactured by Stone International of Italy. Last week we visited the customer's home to investigate. We are sending her a letter in response, which is duplicated below (except for redactions for personal information):
With reference to the ****** **** table tops delivered January 15, 2018 on your order ******,
we have examined the tables as you requested and can confirm the tables you have received do not show any anomalies. What you perceive as ‘cracks’ are completely natural and a part of almost every stone. Though you or your friends may have just noticed them recently, be assured they have always been there.
****** ****, like all natural marbles, is a type of stone that presents “natural fissures” which are filled in with clear resin at the time of cutting. Once the slabs are cut, these fissures, which are inherent to the stone itself, will still be visible and for the most part, they will be felt at the touch if you pass your fingers over them. ****** **** will present mineral deposits that show themselves in the form of coloured veins running through the slab. These deposits, which for the most part are mineral intrusions that were present at the time when the marble was formed and are the reasons for the formation of the natural veins and fissures. Every slab of marble has them; there is no way around it. They are part of the stone itself and entirely natural. For these reasons they are not considered defects. Of course, this also the reason for its beauty and uniqueness.
With regard to the accidental damage on the table top, we can recommend two local companies to make repairs to the surfaceIf you require further information regarding this BBB complaint, please do not hesitate to call me at (604) 273-0155 or email me at [email protected].
Oren S*****, Owner
Customer response
13/12/2021
Complaint: ********
I am rejecting this response because:Hi ***,
Thanks for the response. There are still a few questions that I did not receive response to.
According to the salesperson Christine, the tables are from Stone International Italy. When I ordered the table, she did not show me any information regarding the brand tag and product manual. When I ask her about this, she said that she will provide that to me, but I have yet to receive these documentations. Please send them at your earliest convenience. I am very concerned that the lack of response from her meant that I have purchased counterfeit products.You have explained the cracks on the table is natural. However, these cracks are supposed to be fully covered by the resin during manufacturing to prevent further cracking after purchase. The fact that the cracks develop after purchase should be a manufacturing defect. One of the many small cracks on my coffee table is now enlarged to the point that it is splitting the table in half. I fear that soon, the table will be covered in spider-web of cracks.
The chip on my dining table is summarized as accidental damage, so can you please elaborate how you have come up with this conclusion? Furthermore, the coloration of the surface under the chipped area is entirely different from the table itself, which means that the table itself was not fully marble, but only a thin layer of marble wrap. This is not what I paid for.
When I was choosing the tables, I clearly stated that I require my tables to be low maintenance, longevity, and easy to clean. The salesperson Christine recommended these table stating that marble tables are befitting of my requirements. However, none of these are true. From the time I purchased the table to now, I have reached out to Christine many times, but she was not able to help me in any way. The things you mentioned now in your letter are first time information to me. Had I known that these table do not last, and are so delicate, fragile, and full of problems, I would have never ordered them.
I have spent over $100,000 worth of furniture, yet none of them have product manual, brand tag, warranty which any authentic furniture store would have no problem giving me. When I was receiving the first shipment, I requested these missing documents from Christine. She promised that your company will manage all these documents and that I can contact her for any problem I have. However, what she said was clearly not true. I truly question the legitimacy of your business and will pursue legal action as necessary as this is no small amount.
Thank you very much for your time,
******
Sincerely,
****** *****Business response
22/12/2021
We are completely truthful regarding the brand, maker and material of the product. All products were made by Stone International in Italy and are real ****** **** marble and not counterfeit or a marble wrap as alleged by the complainant. We have retrieved the attached Order Confirmation from Stone International and Bill of Lading from our freight company as proof of the authenticity of these products ordered and received by us in 2017.Customer response
27/12/2021
Complaint: ********
I am rejecting this response because:The documentation that you have provided does not match the actual order payment and delivery date. You clearly used a fake document. Additionally, ****** is my English alias. When I made payment, it was my Chinese name that was used, further showing what you provided to me is fake. I request the follow items to show the authenticity of the furniture.
1. Furniture product manual from original manufacture
2. Warranty documents from original manufacture
3. Serial numbers associated with the furniture that I can use to track via original manufacture
Since the purchase of the furniture, I have been reporting issues with the furniture to your representative Christine, but she has not taken any action in addressing these issues. These issues are well within warranty time frame, and I would require refund or replacement on them.
Sincerely,
****** *****Business response
30/12/2021
Stone International does not provide product manuals, written warranties or serial numbers for their tables.
The documents we provided are not fake and are consistent with sales order 07326 (copy attached) which was signed by *** *****. This order was written on August 31, 2017 and entered into our computer system on September 6. Stone International confirmed the order on September 12 (document previously provided). The tables were thereafter manufactured in Italy and the bill of lading dated December 5 (previously provided) shows they were picked up by our carrier from Stone International's North Carolina warehouse on December 11. They would have been received by us within a few weeks and were delivered to the customer on January 11, 2018.
The attached sales order has the name of the customer as ****** ***** and all documentation for this and her other orders was in this name. It is for this reason that the order confirmation and bill of lading from Stone International references ****** *****.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.