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Business Profile

Tile and Marble

KB Factory Outlet

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for KB Factory Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see

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KB Factory Outlet has 5 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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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    • Initial Complaint

      Date:02/13/2025

      Type:Service or Repair 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.
      We purchased a rare and highly desirable granite slab from KB Countertops for our newly remodeled bathroom. KB Countertops was responsible for fabricating and cutting the granite to fit our space, ensuring a seamless and premium look that aligned with our design vision. Unfortunately, their mishandling and poor craftsmanship resulted in significant issues that disrupted our project, caused financial loss, and compromised the final outcome.During the installation process, the installer identified a noticeable gap along the backside piece due to an uneven cut made during fabrication. The installer took the slab back to the warehouse to correct the error. However, while at the warehouse, KB Countertops dropped and broke the ******* this point, we had already installed the main slab, and our sinks had been permanently attached. The breakage forced us into a difficult decision: either select a new slab (which would delay our project by weeks and require repurchasing two sinks at an additional cost of $1,000) or accept a replacement piece from the remaining slab that no longer maintained the wallpaper effect that was essential to our design.We spent an entire day visiting multiple granite yards and KB Countertops locations searching for a suitable replacement, but due to the rarity of our stone, no acceptable match was available. With no viable alternative, we had no choice but to accept a piece from the original slab that did not maintain the intended visual continuity.After weeks of waiting for the fabrication of the replacement piece, the newly cut piece was delivered and installed, only to find that it had been miscut again, leaving a significant gapclose to inch, which was far worse than the original fabrication error. Additionally, the side pieces were miscut from the wrong end, further disrupting the wallpaper effect. We are requesting a 50% refund of the granite costs due to delays, fabrication errors, and loss of intended design quality.

      Business Response

      Date: 02/14/2025

       Thank you for reaching out and sharing your experience. We sincerely regret the challenges you have encountered with your project and understand how frustrating and disruptive these issues have been.
      At KB Countertops, we strive to uphold the highest standards of craftsmanship and customer satisfaction, and we take your concerns seriously. We deeply regret the fabrication errors and installation challenges that affected your design vision and caused delays.
      We would like to discuss your request for a 50% refund on the granite costs further to find a fair resolution. Our team is reviewing the details of your project, and we will be in touch shortly to explore potential solutions. Please let us know a convenient time for a call or meeting to address this matter.
      Again, we sincerely apologize for the inconvenience and appreciate the opportunity to work toward a resolution. We value your business and will do our best to make this right....

      ZIshan 

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

       

    KB Factory Outlet is NOT a BBB Accredited Business.

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