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| - I originally ordered my granite countertops from Moscone because of all of the places I looked they had by far the best selection of granites, plus they promised a 3 week turnaround time.
I dealt with a salesperson named Ian. He was professional, courteous and answered questions before, during and after my purchase.
A few days after I selected my granite and gave a deposit, the company sent someone to my house to do the site measurements. This person was quick, professional and made recommendations to enlarge my kitchen island. We took his suggestions and measurements were finalized.
As I was responsible for ensuring the base would support the weight of the granite counter tops, I fired an e-mail to Ian asking for the measurements taken during the site inspections as they had changed from what I had originally provided. He sent them back within a day and I completed what was required of me.
After the dates on the contract had come and gone, I sent an e-mail to Ian asking when I could expect installation. At that time I was told that fabrication of the granite had not even started and I was looking at a further delay.
Upset by this news (imagine having no countertops in your kitchen for 3 1/2 weeks) I advised Ian that I was coming in to speak to someone, as I felt they were in breach of contract. He gave me a date and time to come in and a contact name of Suzy.
The person who this issue was passed to was, in a word, a B. She was rude, condescending and tried to blame me for the delay. When I produced the e-mail that was sent to Moscone as well as a copy of the contract, Suzy tried to argue that I tried to amend the measurements. When I then read the e-mail to her (which asked for the measurements their employee took, with no mention of a change) she started to back pedal. For my inconvenience, she offered to throw in a granite cutting board (a $200 "gift" as she called it, on a $6,000 order) for the misunderstanding and told me that they would commence fabrication the following Monday, with installation shortly thereafter.
I told her I needed time to think about it...went and had a tea at a nearby Tim's and pondered their offer. I decided, due specifically to the attitude of the manager, that I wanted nothing to do with this company. I went back to the store and asked for a refund of my deposit, which they did.
I would have probably waited the extra week and still proceeded with the order had it not been for the defensive nature of the manager. Had Suzy said that an error was made on their end and apologized, I would have been satisfied.
Found another company around the corner from Moscone, a placed called Gem Stones who put Moscone's service to shame.
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