Complaints

This profile includes complaints for Stone on the Go's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stone on the Go has 2 locations, listed below.

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  Stone on the Go

  C1 - 1170 Rymal Rd E Hamilton, ON L8W 3N7

• 

  Stone on the Go

  48 - 7 Sirente Dr Hamilton, ON L9A 0B4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/03/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Product was purchased -1/16/25 and installed 01/29/25. On 01/30/25, I called Stone on the Go (*******) to complain about several issues regarding the install. Issues included: couldn't open drawers as countertop installed too low, countertop not sized correctly in one other spot (aesthetic issue), wall tile caulking cracked and not repaired, pronounced white edging unexpected and not acceptable (not a "natural looking slab" as promised on website of ****** ****** manufacturer). On 02/04, I advised countertop height had been rectified and inquired about the status of other issues, most notably the white edging. ******* advised me that she had brought up the problem with ******. I continued to follow up with *******. On 02/07/25, she advised me to call ****** ****** directly which I did several times. Finally on 02/14/25, I received an email from ***** **** reiterating my issues but with no offer of any assistance in solving the problem. I then tried several times to contact the president (***** ****). I received no response to these messages. I discussed the issue with the receptionist (****) who agreed to ask ***** and ******* to work on the problem together to see if they could come up with a solution. Followed up with **** on 03/11/25. Was advised that she had discussed with *****. Left message for ***** on 03/11/25. No response to date

• Initial Complaint

  Date:01/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I purchased a quartz countertop with Stone on the Go, which was installed in December of 2021. In early July we noticed a large crack in the corner after my young daughter pulled up with her hands on the counter to look to see the pancakes on top. (Did not get on the counter) I reached out to Stone on the Go who stated that the Quartz manufacturer, ********* would not honour their warranty because of pressure. She offered to have her technician fill the crack but I was told it would be noticeable and wouldn't fix it. I personally reached out to ********* because I couldn't believe that they wouldn't honour their warranty seeing as it was barely any weight applied by a small child. They sent a representative out, who during the consultation stated that the sort of crack we have in our counter he's seen several times before and it happens over time when the installers (Stone on the Go, in this situation) don't put a seem for support in the corner and that there was a larger than normal gap under the area where the crack occurred, as well as issues with how the edge was put together. ** ******* ***** ** *********** *** ******* *** *** *** ******* *** *** *********** **** *** ********* ** ******* The Rep then spoke of the potential of compensation because the backsplash is at risk with replacement or replacement. He went away and discussed the matter with his manager and Stone on the Go and came back with the insulting offer of 50% off the cost of new quartz and Stone on the Go their cost on install. They stated they would not cover the entire cost of the quartz since pressure was the cause. I find this insulting as a grown adult could apply more pressure by simply leaning on the counter than was applied by my daughter pulling up to look on top of the counter. This was not her fault. This was clearly a manufacturing defect or an installation issue. Families deserve to have products that last and companies that will take accountability when the mistake is their fault.