ComplaintsforThe Warehouse

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I needed new cabinets and countertop.It was recommended that I go to The Warehouse, Wholesale Home Improvement Warehouse. April 4th, 2023, I went there and met ***********************. She told me about her history in the industry and brought up photos of the check she received for one week of sales at a competitor. She recommended a countertop and cabinets.April 6th: I paid for and placed an order for cabinets , assembly, delivery and the countertop April 17th: The cabinets were delivered as described, and installed by a handyman I have used extensively.April 19:The countertop I ordered was a *************************** by ************** Stone warehouse in *****, **. **** ************************* of Hands of Stone and his team came to measure the space.April 25: When the team arrived, (**** plus two other workers), they set up outside to create the opening for the sink. They installed the countertop, glued it in place and left. I did not receive a copy of a warranty or the lot number for the counter.May 27: (32 days after install) I woke to find a chip on the edge of the counter. I texted ***** who said I must have dropped something and terminated communication with me when I asked about the warranty. I went to the store and talked to ****, brought pictures and asked him about the warranty. He told me that I had to get that from the manufacturer. He sent the pictures to two distribution lists and said they would get back to me.May 30: ***** texted to me that "**** will come over and reattach and polish but it will be ******". When I called her back, my call was forwarded to voicemail.May 30 and June 2: Called Quantum Quartz Stone for warranty, no reply.I don't trust that I received the countertop that I paid for. I have no proof ie no receipt from the installers or the sales person. I am concerned that the whole counter is defective and multiple cracks will appear over time. The business has distanced itself from any responsibility for a resolution, except that I pay.

  Business response

  06/15/2023

  To whom it may concern.

  This customer is trying to get something done for free/warrantied for damage she/someone had to have caused. This countertop is quartz which is the hardest stone material, it doesn't chip in the middle of the night for no reason. It had to have been hit very hard with a blunt object to create that damage. We never terminated communication with her, she terminated communication with us once she found out the stone installer would not fix it for free. As for as her claims that she doesn't trust she received the correct countertop we have provided her with the company name it was purchased from (The Stone Warehouse *** in *****) the lot# (****) as well as the website to register/warranty the countertop (quantumquartz.com). We are a small family business that has been in business at the same location since 2012 and strive ourselves on customer service. We strongly refute these claims and hope the bbb does not allow this to tarnish our clean standing.

   

  Thanks,

   

  ***********

  Customer response

  06/15/2023

   
  Complaint: 20141816
  
  I am rejecting this response because:

  they insist that I dropped something on the counter. I absolutely did not drop anything on the counter. In fact, I have a pad on the counter where the chip occurred because I keep my glasses above that section of the counter and I wanted to decrease any risk for any damage. 

  i have discovered from other reputable countertop sales establishments that this kind of chip can often be a result of some banging of the countertop before it is installed by the fabricator.  I have also learned that many, not all, but many other establishments would have paid for the repair without question, especially considering that it happened within 32 days of installation.
  

  I am not trying to get something for nothing. If I dropped something and caused the chip, I would be happy to pay for the repair. If I dropped something, I would have said that I did.  But I did not. And I feel quite upset that the blame is on me for something that I did not do.

  My personal experience in dealing with this business is that they are happy to take your money, but it anything happens, youre on your own. 
  
  Sincerely,
  
  ***********************************

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