ComplaintsforGranite Galleria, LLC

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 2, 2023, I went to Granite Galleria on the recommendation of a contractor. We needed a piece of marble for a vanity top. I had measured the vanity from side to side. Since it was not large, I was shown a marble remnant that seemed to be the right size. I was working with the owner, although I didn't know that at the time. We went back to her desk, and she filled out some paperwork (I was never given a copy). I told her the size I had given her was not necessarily accurate, and I would rely on her workers to make exact measurements. She said that was fine and asked for a deposit of $852 to reserve the marble. I gave her my credit card and received a 2-inch receipt from the credit card machine. No contract.. When I got home, I realized the cabinet had a 2-inch bump out. By that time the shop was closed. I called first thing the next morning, March 3, and asked if that piece of marble would work. I was told it would not. Instead of asking for a refund, I suggested waiting until there was another remnant. I was told that would be fine. I waited two months and heard nothing. In early May, I stopped by to ask if there was anything available. The owner said there were no remnants, but she said I could buy a new slab which would cost $400+ more. I said I would prefer to wait for a remnant. She then told me that there would be a $250 restocking fee if she had to give me my money back. I thought she meant there would be no fee if I bought the marble from her. I decided to wait. In early June I went back and was shown a remnant by another salesperson. She said it was available, but she had to check with the owner. I later received a message that I could pick up a check. When my husband picked up the check, it was for $602. The owner had taken out the restocking fee and refused to sell me the remnant she had. I would like a full refund since there was not a proper measurement taken and I was not told there would be a $250 charge if the piece wouldn't work.

  Business response

  08/10/2023

  **** ******** came into our shop and asked to view remnants, she gave us rough estimates which is correct but was fully aware that if the piece did not fit she would have to pick another remnant. I sold her a remnant and agreed to cut her 4” splash out of a full slab that matched the remnant since we knew that the splash would not fit the rest of the slab was sold to another client. When she called back a month later to let us know about her bump out she was told that the remnant now does not fit, since the slab was sold to another client she could not have the rest of the slab to cut her vanity. The new “remnant” she is referring to is another half slab which we do not consider remnants especially because we had other full matching slabs, she did not want to pay more to cut into a full slab and at that point we could not find a piece she wanted. The 25 percent restocking fee is a fee we require for all of our clients to pay when the piece has sat there for 30 days and could have been sold to another client. She received a check back $639.00 which she was made aware of, her other option was to wait for another remnant which she said she was not in a hurry. She was charged $213 restocking fee which I agreed not to charge anything if she would wait. She was told this is a material we cut very often and we would keep her updated when something became available. The reason no disclaimer was signed with this client is because our contractors we deal with directly typically we do not have sign disclaimers, moving forward we have changed our policy for this reason. Please let me know if you need anything else from me!

   

  Thanks 

  ***** ******

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  There are several inaccuracies in **** ******** response. The first being, she did not sell me the remnant. I put a deposit on the remnant with the proviso that her professionals would make the proper measurements. I made this clear at the time. The second inaccuracy in her response is that I did not wait 30 days to let her know that I needed a wider piece of marble. I put down the deposit at 4 p.m. and by the time I got home, the store was closed. I called the next morning as soon as the store opened to give **** ****** the larger measurement. She said I could wait for a similar remnant to become available, and I agreed to do that. After a month passed and I heard nothing, I called to see if there was anything appropriate available. I was told there was not. After more than two months, I went in the store to get  my deposit back. An employee named ******** helped me because **** ****** was not in. She seemed apologetic for the way my husband and I had been treated. ******** took me outside and showed me a remnant that would work. I told her I would be happy to buy that remnant. It seemed like this extended ordeal would have a good outcome. The next day I received a call from another employee who said that I could pick up a check. I received no explanation. My husband went in and found that the check was far less than our deposit. Thirdly, there was no "restocking" involved at any point. When I called 16 hours (while the store was primarily closed) with new information, the marble was exactly where I had seen it. When I went in to try to find a solution to this issue, the marble had clearly been sold. It seems Granite Galleria has more than one way to profit on the sale of a piece of stone. These practices are undoubtedly illegal, especially considering at no point when I put down the deposit was I informed, either verbally or in writing, that they would be keeping $200 of my money.

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