Complaints

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• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  On 3/17/2025, my husband went to Fordham Marble to purchase two slabs of quartzite we viewed over the weekend. My husband then placed a deposit, on the same date, in the amount of $6,101.83. The purchase was executed by the salesman, Mayson. On 3/25/2025, Mario, the owner, came to our home and templated the countertops and solid backsplash in our kitchen. On 3/28/2025, my husband and I drove to *** ****** ****** in ********** to the Fordham Marble Factory. At the factory, we reviewed the template and slabs to sign off on the layout so Fordham Marble could begin processing the slab. At that time, there were several concerns 1) the quartzite we purchased was honed; the slabs we were standing before in the factory were polished, 2) the stone was a completely different marble than the one we photographed when selecting it on the weekend prior to 3/17/25, 3) the cut outs for the pop up outlets we discussed being present on the kitchen island, when estimating the project, were confirmed as executable and included on the estimate itself. The key point discussed with Mario when templating is that the area the cut out was made for the pop up would then be trimmed and utilized on the top of the pop up outlet for a seamless look. Mario confirmed this. Upon discussing this detail with Lou at the factory, Lou communicated that they would have to cut the other slab so the seamless design is not executable - and they did not have the machine to cut the cutout so it would be seamless. After all this, they claimed they had no awareness that the slabs in ********** were not the ones we purchased; essentially telling us they are the exact slabs we purchased. After debating this, AND sending the picture we have from the weekend before 3/17/25, Mayson back peddled and apologized for NEVER sending the stones to **********. They were in fact at the showroom at *** ********* ****** in ********. They confirmed refund, but have not issued. We do not trust them; they are not honest.

  Business Response

  Date: 04/29/2025

  The customer
  statement is correct up to #1, 2, and 3:
  All the slabs we sell in this material are polished when we purchase them. The honing process takes place in our shop when we are fabricating the project.
  
  The stone she saw at our shop was the same stone. However, due to the error on our part the (2) slabs they saw originally were not shipped from the showroom to the shop. Once we were informed, we checked at the showroom and realized the mistake. We told the client that we would ship the slabs up and use them.
  
  The last item may be the most ridiculous complaint I have ever heard. The job required (2) circular holes of approximately 4” diameter. These would need to be capped by (2) pieces of the same stone.
  We
  said we could not drill a 4” hole and put the piece we drilled out because the
  kerf of the cutting tool would reduce the piece remaining. We said we would
  make these (2) pieces from the same slab.
  These
  (2) pieces amount to 0.00459% of the surface of the top in question. We have
  done this type of outlet cover many times. No one has ever had an issue.
  
  After all
  of this, the client gave us two options:
  Refund their deposit of $6,101.83
  Do the job with the “wrong” slabs and the outlet cover the way we always do it and give them $2,000.00 off.
  We chose
  to refund their deposit, which we issued on 4/1/2025 back to the credit card
  used.