Reviews

Review Details

• Review fromEric C

  Date: 08/31/2022

  2 stars
  Our initial experience with Stone **** was positive: the salesperson we worked with devoted an exceptional amount of time with us, and we were extremely happy with the product we selected. However, most of our subsequent experience has been disappointing. First, it was extremely hard to get updates on the delivery of our order. Stone **** apparently doesn't have a centralized ordering system, so getting an update would require whoever we spoke with to check with others by email, so it would take time. We had booked our installer based on the expected delivery time, so when delivery slid out I had to make several calls to get clarity on how and when I could get the product. I ended up having to drive to their warehouse, where their employee griped to me about how much time he'd had to spend dealing with our order. We wound up with a spare box of tile, so I brought it to the store in late July. The salesperson told us that she couldn't process the return, so she would need to wait till their accountant returned to the office. More than five weeks have lapsed since we were told that, and we haven't heard anything. Finally, I want to ****** on the store itself. They have an amazing selection of tile samples from which to choose, but in all my visits to the store I have yet to see another customer there. Maybe as a result, it's normal to come into the store and see no one at counter -- usually someone eventually descends the stairs to the showroom from an upstairs office. One morning I came entered the store ***** minutes after they opened -- again, no one was at the counter, but there was a man about 30-years old who was sleeping on the showroom floor. He roused himself, dashed out, and only then did a salesperson come to the counter. While we are pleased with the products we bought at Stone ****, we were disappointed by the lack of professionalism and especially the delay in processing our return.