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Business Profile

Marble

Stone Dock Outlet

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:06/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date: 5/23/2023. Ordered specific stone tile from sample that had marine fossils in it. Salespeople pointed out that trait and sold me on this particular expensive tile. Installer picked up tile around 5/31/2023 and proceeded to install. When we inspected on the night of 6/4 the tile didnt look right so the next day we asked our installer to find the sample to compare. It was completely different with no marine fossils and it was not real stone but a knockoff copy. Texted the salesperson who asked for pics of both tiles and when he saw them he said to bring the entire order back in for a refund. I explained to him that my installer had already installed and didnt notice. I went into the store the next day and brought in both tiles and met with the Operations Manager. The salesperson came over and agreed that the tiles were different and the manager said she would bring them to the supplier to see what they could do. She claimed they could not do anything since we had installed the item. On Monday 6/5 the manager called me and told me the supplier said it is the same stone. This is not correct both my installer and his slab contractor both agreed it is not real stone and a knockoff. I told the manager it is not the same tile. They were willing to take it back knowing it wasnt the same and yet because it was installed they will not do anything. I told her I would file a complaint and she didnt seem to care. This place is fraudently baiting customers with a sample and then delivering a cheap imitation. I have attached pictures front and back that you can see it is not the same material. I would like a full refund for this product since it is installed and we have to do repairs to remove it and ruin the other tile in my shower remodel. Some of the tiles came broken, no marking on the packaging, and they are very inconsistent with splotches weird markings and no fossils. The amount is $1176.63. They even said I could bring back the 4 leftover tiles for a refund but since everything is installed, 2 of those tiles were broken upon opening, and the other two are needed to replace the two worst marked tiles to salvage our shower remodel.

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