Complaints

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:05/03/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Transaction took a place 04/18/2023, I ordered two pieces of absolute black granite for $250.00 . Week later I come to pick up, worker bring pieces but granite was not absolute black, mostly was brown and green. I request right product or *************** tried tell me this is right stone, I refused pick up. Later owner denied my request and left me massage my pieces will be outside and I can pick them up any time and business is not responsible what happened to them.

  Business Response

  Date: 05/04/2023

  Granite Emporium is not responsible for the dissatisfaction the customer is experiencing based on his own selection.  The customer viewed and choose a color and then in different lighting after the work had been completed, decided he did not like the color.  And because he doesnt like it, he insists that we did not provide him with what he choose and that we are giving him a different product.  This accusation is unfounded, and ridiculous.  All pieces are custom selected and custom cut.  We did offer him the chance to choose another piece that we would produce at no additional charge, he did not take advantage of this.  We are the granite professionals and experts, however he is trying to get ** to understand that what we are selling is not correct.  The customer has alot of knowledge to gain about natural stone and its variations.  Granite Emporium did what we were commissioned to do.  Custom products are not refunded.  The offer to sit the pieces outside was to accomodate any time constraints with pickups.  Many people have agreed to have their pieces left in a specific location so that they can pickup late in the evening.  He had no obligation to have his pieces left outside, this was only on option.  We have successfully completed projects with this customer in the past.  At this time, ********************** no longer wants to conduct business with this customer and wishes him well. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20014136
  
  I am rejecting this response because:

  I chose and paid for absolute black granite as it on the bill. This stone is well known and cant be confused with other granite, only total amateur doesnt know characteristics of absolute black granite (Absolute Black Granite is a solid black granite with a very consistent color and texture, stone is pure black with no variations and mineral deposits or imperfections that can be seen). The photo proves that the stone provided by Granite Emporium doesnt even have one inch of black color. Manager offered recut from scrap pieces laying down outside but none of them were black. If business cant provide right product then should do refund, not give me miscellanies scrap.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2022

  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.

  GRANITE EMPORIUM IS A CABINET COMPANY /STONE FABRICATOR THAT MY CONTRACTOR HAD A BUSINESS RELATIONSHIP WITH FOR SEVERAL YEARS. I *****ED "MEDALLION" KITCHEN CUSTOM CABINETS for $10,600 FOR THE REMODEL OF MY KITCHEN. UNFORTUNELY I WAS GIVEN A CABINET BRAND NAME "FOREVERMARK" WHICH HAS AN "F" RATING WITH THE BBB. THE ***** ****, REFUSED TO EXCHANGE THE CABINETS. THIS ERROR WAS MADE BY ****'S EMPLOYEE, *** PARA. THE *****, ****, ALSO REFUSED TO GIVE ME A FULL REFUND. HE OFFERED ME A REFUND LESS A RESTOCKING FEE. I REFUSED. WHY SHOULD I LOSE MONEY BECAUSE OF AN EMPLOYEE MISTAKE. I CONTACTED THE ***** A SHORT TIME LATER TO ASK IF THE REFUND LESS THE RESTOCKING FEE OFFER WAS STILL AVAILABLE. THE ***** REFUSED. I AM SEEKING A FULL REFUND AT THIS TIME. MY RECEIPTS DO NOT INDICATE THE NAME OF THE CABINET. WHEN I QUESTIONED THE ***** ABOUT THIS ISSUE, HE ASSURED ME THE ***** WAS CORRECT. I DIDN'T DISCOVER THAT I HAD BEEN GIVEN THE WRONG ***** UNTIL MY CONTRACTORS BEGAN TO INSTALL THEM. THE CABINETS WERE DELIVERED AROUND APRIL 15, 2020 BOXED UP UNTIL JULY 5 WHEN MY CONTRACTOR BEGAN TO INSTALL THEM.