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Business Profile

Countertops

Countertop Guides

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Countertops.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/21/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Order # ***** Tenax Granite Polishing Powder $23.90 and Aged Color Enhancing Stone Sealer $24.90 with a shipping charge of $18.95. I ordered these products on Ju!y 22, 2023. Have never received after multiple attempts of emails and calling, no response. I want my money back of $67.75 that was charged to my credit card.

    Customer Answer

    Date: 09/06/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *********************

     

  • Initial Complaint

    Date:03/22/2023

    Type:Product Issues
    Status:
    Answered
    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 ordered from countertop guides material to use on my granite counter on March 14, 2023 I have yet to receive my order. I have attempted 10 time by email to have the issue corrected. However, in all my attempts to resolve the issue not once has anyone every gotten back we me. I would call but no phone number is given on their website. I would like to have the items purchased and paid for or have my money returned.

    Business Response

    Date: 04/03/2023

    Hi ***** & BBB,


    Please be advised your order has been shipped, please see tracking here: ********************************************************************************************


    Thanks!

    ***

    Countertopguides.com

  • Initial Complaint

    Date:11/22/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 have ordered polishing compound and pad (Order #*****). I received a confirmation email that order was placed. I have attempted to contact them multiple times by phone, email, and through website without any response. I would like them to resolve the matter by actually receiving what I ordered or getting complete refund.Thank you to the BBB for helping resolve this matter

    Business Response

    Date: 11/30/2022

    Dear **** and BBB,

     

    Please be advised that the order was shipped and delivered on 11/28 for tracking please click here: https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9400111206213571194731

     

    Thank you,

    ***

    Customer Answer

    Date: 12/02/2022


    Better Business Bureau:

    I have received order in full. Thank you! 
    Regards,

    **********************

     

  • Initial Complaint

    Date:10/25/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered online via countertopguides.com on Tuesday 10/18/22 for a total $91.75 including $18.95 for ******** priority shipping.Their website shipping policy states that if ordered on a weekday (not Friday or inclusive of a holiday) the order will ship with ***** hours.On Friday 10/21/22 at 10:30am EST, I sent an email requesting information shipping/tracking as I have received no communication regarding my order being shipped. I requested a response by the end of the day as the weekend was coming (worker coming to do the work and have to reschedule as I dont know where the materials are).I forward the email to the support email they have in their website as well as use the contact form in the website to cover all bases. I received no response.I sent an email Sunday 10/23 again requesting an update and asking why I hadnt received any level of communication back. I again also used their website contact us form to ensure my emails werent going to spam. No response.2 days later 10/25 and still no response. So I send another email requesting confirmation of cancellation of order and full refund as they had not fulfilled their stated shipping timelines (and likely STILL has not shipped) and stating their lack of update or communication is unprofessional. I stated I would like this confirmed by 5pm EST. Again no response to emails or contact us via website.This companys online presence at www.countertopguides.com is scamming people out of money by not shipping orders as well as not responding to requests as to where the ordered product is at.

    Business Response

    Date: 11/08/2022

    Dear Customer & ********************,

    Please be advised that we canceled an refunded order 31186, please allow 2-3 business days to see the refund posted to your account.

    Thank you,

    countertopguides.com

     

Countertop Guides is NOT a BBB Accredited Business.

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