ComplaintsforStone-Mart

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/14/2022 $13,897.56 Order# ****** Stone mart misrepresented the color of pavers we purchased. On their floor the sample is a grayish, we received a pinkish.They have not tried to resolve the problem. They said too bad we bought as is. Each paver came in individual packaging. Our home project kept getting delayed due to shortage of labor and hurricane. Once we were ready for them, we opened one up and noticed right away it was not the color shown to us in their showroom.Our builder who uses them as a source even tried to talk with Stone Mart to try to resolve but, they said no. So now they will not purchase anything from them in the future. We went into the showroom and talked to *******, brought in what we received, put it next to the sample of what it is supposed to be and he agreed it is not the same and a different color.Later another management person tried to say that they sat too long and faded. That would be impossible since they are individually wrapped in cardboard and shrink wrapped to pallets.Attached is picture of the pallets of pavers fully wrapped. A picture of the pavers color difference, the one on the left is the showroom color. The one on the right is the color we received. Originally when we were deciding on what paver company to go with, we didn't pick Stone Mart. Then they came back with a discount on the pavera because they were discontinuing them, we chose Stone Mart. We believe they knew the color was different and stuck us with them to get rid of their inventory.

  

  Business response

  08/18/2023

  This sales did not transpire between Stone-Mart and yourself, *******************  Therefore there are no contractual agreements between us.  The purchasing party is the one that agreed to the terms and conditions of the sales.
  
  One important condition that need to be considered are that the material sold was a clearance material that was noted on the contract was no exchange no return.  Now with that said, if we were notified within a reasonable time we could have considered a return of the product for another. We are reasonable after all and do not try to hide behind our policies. However in this case, the material sat on site for 7 months and was outside during a hurricane.  That is not considered reasonable to us.
  
  Additionally, it clearly states in our terms and conditions that returns must be facilitated within 30 days. 
  
  11.RESTOCKING ITEMS: All approved returns are subject to Sellers inspection. Stocking items may only be returned within thirty (30) days from the date of pick up or delivery and must be in full cartons only. The Seller will not accept picked through or leftover material. If accepted, and at Sellers sole discretion, returned stocking items require a 25% handling and re-stocking charge.
  
  While we can empathize with your situation Stone-Mart did not do anything unethical. 

   

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  Customer response

  08/24/2023

   
  Complaint: 20454791
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  Yes, we did purchase through the builder  so we will notify them to pursue this complaint.

  Yes, they were on super clearance because we believe you knew they were the wrong color respresented and going to be discontinued.

  As far as saying they faded, how can they fade when they are individually boxed.   And still boxed individually on pallets,  which did not get affected by hurricane.  We had no water or damage in the our neighborhood from a hurricane.  If they are pavers to be outside then how can you stand behind a product that can fade?

  Your company misrepresented the item and should stand behind your product.

   

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