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  • Unique situation. I did a whole house remodel with the assistance of a designer and a contractor. I purchased two types of quartz for countertops. One was a new product that I used in the kitchen and all bathrooms. The day that it was installed in my home I noticed several "dimples" throughout the slabs measuring anywhere from 1 to 3 centimeters in circumference and several millimeters in depth. The imperfect surface marks that were expected were present, however, these depressions clearly looked "unnatural". When the designer (who has done business at this store for many years) approached the store manager, Jason, he referred the matter to a VP. The answer back was that any depressions should be expected in this product. The company did offer to replace the kitchen island with another slab, however, the cost to me of finishing the product as well as removing and replacing the slab was prohibitive. I spoke to Jason myself and explained that I was looking for no compensation. However, I believed that a quality issue had arisen because these depressions were present in no 12 x 12 sample in the store, nor were they present in any smaller sample that I had looked at. I would have selected a different product had I seen it on a sample. Also, no employee made my designer aware. Also, when the contractor purchased the slabs, it was not necessary for him to sign off on the product noting that any irregularities should be expected. I simply told Jason that I refused to bear the additional cost of replacement, however, I would expect that in future, buyers should be shown samples more indicative of the product and be made aware of what to expect. Jason told me that he would prefer to speak to the company VP again. Although I refuse to give detail on this social media, the company responded by making the situation right and retaining me as a customer.
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