Extremely Unhappy with Service

[Unhappy_NJ]

For those considering using marble.com, particularly the Ridgefield Park location, I would recommend choosing a different granite supplier. I went to the yard and picked my slab and laid it out as I wanted it. I particularly said to cut it, such that a dark streak in the granite was not part of the cut slab, and it was laid out accordingly by the salesperson. Upon arriving for installation the slab was cut incorrectly with this dark streak present. Rather than help resolve the issue, I was told I would have to wait an additional two days until the salesperson who laid it out could determine if he screwed up or not. They said they may or may not have pictures of the lay-out, essentially telling me it would be my word against their salesman's word. Now my plumber and contractor are held at bay for two days while this is resolved, and if they decide that I am lying (by taking the salesman's word) they have told me they will just return with the slab they already cut. This is completely unacceptable to me, particularly since they already have a 50% deposit. I have no reason to lie about the issue, I just want it resolved. Further, if they determine they are in error, then I will have to lay out another slab, and will have to wait an additional 3 days to have it installed. This is also completely unacceptable to me. I strongly recommend anyone considering using this site or the Ridgefield Park location for purchasing granite to reconsider.

[Unhappy_NJ]

I would like to note that the Ridgefield Park location of marble.com admitted their mistake in cutting my slab and worked with me to correct the issue. The situation was resolved satisfactorily and they were able to have installers out rapidly to install the slab for me. I am happy with the quality of the installation and the look of the granite. Given their willingness to help resolve the issue when they realized they were in error, I would consider using them again for any other granite needs I may have in my house.

[Derek]

I'm happy that the issues you've had were resolved to your satisfaction and want to again apologize on behalf of the company for any inconvenience we have caused you. Efficient management and an unrivaled passion for stone have allowed us expand into the largest countertop fabricator in the country, therefore we cannot afford to provide less than perfect service at any aspect of the order process. We take each and every complaint very seriously as our hard earned reputation is on the line, therefore we always strive to take all reasonable steps to resolve any complaint to the customer's full satisfaction.

[Also extremely unhappy]

We just had an extremely bad experience with the Danbury franchise. They installed our granite countertops today, and they made a mistake with two pieces around the sink. They were cut incorrectly, not according to how the templates were set up, in such a way that the seam was more than 2 inches off-center (meaning, not aligned with the window and cabinet frames).

The day before, one of their sale reps called us to tell us that the slab we had picked was a bit cracked during processing and they wanted to move the frame we selected by a couple of inches. That didn't seem like a problem to us at all since it doesn't really matter if they entire piece moves. He never mentioned anything about moving the seam. But what they did was to shorten the piece by two inches, instead of moving it. To make a long story short, when they installers came, the first thing they demanded was payment in full before they would even bring granite into our house. We paid before we could verify that all the pieces were cut correctly and in order, so at this point they had all our money, and since they don't take credit cards or personal checks (only certified or bank checks) we had no recourse. The next two hours were spent on the phone with various people at their office who were very unprofessional, rude, lying to us, claiming that they had it on tape that we had agreed on the phone (isn't it illegal to be recording without permission, anyway?), they day before, to the change. They kept saying it was all our fault. When I asked for the conversation in which we allegedly agreed to the alterations to be played back, they refused, saying that it was confidential. (Of course, we would've never agreed to the seam to be off center, and by so much!) Since they already had all our money, and their installer refused to return our check, we had no choice but to proceed with this installation.

And as soon as installers left, we also found a chip on one of the pieces, but I'm sure that if I were to call the office, they would claim that we chipped it ourselves.

I cannot do anything about our installation now, but I can make sure that as many people as possible know about this place, including the Better Business Bureau, the State Dept of Consumer Affairs, and the Attorney General's office. We got taken, but I'm at least hoping that I'll be able to get the word out so that others do not.

[Also extremely unhappy]

After my previous post, we were contacted by the management of marble.com in Danbury who offered to replace, at no extra cost to us, the two defective pieces. The installers, with a manager, came to our house today. They were very professional and courteous, and did a very good job with the installation. We're very happy with the results.

[Derek]

I'm glad that the issues were resolved to your full satisfaction. As one of the largest countertop fabricators in the country, we cannot afford to have unhappy customers as our brand name and prestige in the stone industry is on the line, therefore we will always strive to fully resolve any reasonable complaint to make the customer happy and satisfied. We're very sorry for any inconvenience and headache we have caused you, and want you to be aware that this is not the norm but unfortunately mistakes do sometimes happen. You can view our testimonials page to read the reviews people have sent us over the years. Now it's time to enjoy your new kitchen!