Complaints

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• Initial Complaint

  Date:06/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The marble countertop that was installed is not the counter I choose at Cosmos Granite. On Apr 12th, I choose what I wanted which had specified to the lady while looking I did not want green/brown in my counters. I found what I wanted took a picture of it with my cabinet door in front of it and the employee that was working with me went to the side of that specific slab and wrote down whatever it is they write down when you make your selection. I then chose a fabricator and things were in process, the fabricator did the template and a couple weeks later on May 31st did the install. It was quickly noticed that this was not what I had chosen on Apr12th. I called Cosmos immediately to make sure the fabricator had the right lot number for the stone I wanted, Mont Blanco lot # XXXXX. Cosmos said that is what they were given, I then emailed a girl named Kate at Cosmos showing the difference in the stone that I chose on Apr 12 and what is now sitting on my cabinets in my kitchen. She said "ya, that does look different. There are 3 patterns to that lot number that is why it looks different." I was never told anything about "patterns". I am aware that stone that comes out of the earth, no two slabs look the same and there are variations... but not this different. The fabricator and Cosmos have discussed this, I have also gone to Cosmos to discuss this at this point, and Cosmos says its my fault for not "hand selecting" my slab. Well, in my eyes on April 12th when I took that picture and she went to the side of that "Pattern" slab, that was me selecting the "pattern" that I wanted. I am being expected to pay an additional $1115 to get this fixed on top of the $6043 I have already paid. I refuse to do this because this is NOT my fault and is not just a slight variation of this stone. 3 days now without a stove to cook on for food because this incorrect slab is on my island, not cut because I do not want it, which will not allow me to put my gas stove back in place to use.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 8, 2022/06/13) */ MS. ******** did in fact visit our location on multiple days not just April 12th. On the day mentioned specifically she worked with one of our associates. Our associate took her around and showed her multiple slabs. Ms. ******** did take a picture of the slab she liked however she never requested the slab to be placed on hold. She had our associate write on her customer sheet. The customer sheet is the form all of our customers fill out with their slab selections and that is what we send to their fabricator of choice. Ms. ******** actually had us send her selections to two different fabricators before settling on the one she used. She again never placed any slab on hold with us. She then ordered through her contractor. From our knowledge the contractor called her fabricator and said they needed to order the Mont Blanc Honed Lot# XXXXX. The contractor did not give any specific slab numbers. The fabricator sent a purchase order with solely the lot # written and no slab number. We delivered the top slab that was viewable from that lot. When Ms. ******** contacted our associate Kate she called and explained the situation. Kate had her email the pictures so we could see exactly what she was talking about. Kate did agree with her that they looked different and said she would look into what happened. Kate found the slab that Ms. ******** had taken a picture of and found that the slab had been on hold for another customer for over a month. There also was only one slab that looked like that. Ms. ******** would have known this if she had attempted to place her slab on hold. Kate explained to MS. ******** about with it being a natural stone it can vary in color and design. Kate went another step and called the other customer and got the hold released so she could get the slab Ms. ******** wanted. Cosmos Immediately scheduled delivery of the slab for the next day. We got in touch with the fabricator and let them know we can find out where the ball dropped later, lets get this customer taken care of. The fabricator asked us to hold off sending the slab over. We canceled the delivery at their request and kept the slab on hold for her. Ms. ******** came to Cosmos and spoke to our Assistant Regional Manager. Ms. ******** informed us that she had been told it was her fault and we were the ones who said that. We let Ms. ******** know that was NOT true and we NEVER said it was her fault. We showed her where we were prepared to send the slab the next day no questions asked. We informed her that we had let the fabricator know we would do whatever we could to help this situation and take care of the customer. Cosmos never placed blame on anyone and simply stated it was a miscommunication on many different ends. We explained to her that our hands are tied until the fabricator orders the material. As far as what she is being asked to pay we do not see how that has anything to do with us. We do not do the fabrication or installation. We also don't do any of the pricing the customer sees. We do not sell directly to the public nor do we provide any pricing to homeowners. We deal directly with fabricators. We simply help choose the color and deliver the material. The rest of the project falls on the fabricator not us. We are a wholesaler. As for the variation in the stones we can't control that either. They come from nature and we don't always know how different each block will be from container or lot to lot,. It i a natural stone. As for her being without a stove or anything like that, again that is between her and her fabricator. Cosmos has nothing to do with that. WE did offer to deliver the slab quickly so her fabricator could get her job fixed. Once Cosmos was made aware of any issues what so ever we immediately started to make any and all arrangements to do what ever we could on our end. This was all explained to Ms. ******** when she came to our office Ms. ******** will need to get intouch with her fabricator to schedule her project to be complete. Again we are the wholesaler. We simply handle the material. Side note - we have all emails and paperwork to back what we have said concerning the placing of the slab on hold and what was ordered from the fabricator.