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Business Profile

Countertop Fabrication

Caesarstone USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Countertop Fabrication.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 5 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/01/2024

    Type:Product 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.
    I've placed 3 different samples order within the last 2 months and I'm missing pieces from each order. I've emailed the email you get after you order ************************************* and *********************************** 3 different times to give them time to answer my follow *** and no answer. I've filled out the contact me form on the website. No answer. I've called the number listed ************ and gone through all the options only to be able to leave a voicemail for nobody to get back to me. Order # ***** was on 8/19/24, Order #***** was on 8/19/24, and Order #***** was on 9/3/24. All incomplete orders delaying projects because they can't contact people or get samples out on time.

    Business Response

    Date: 10/30/2024

    We apologize for the delays in getting samples out to the homeowner.  We have delivered the samples to the homeowner and believe that this has been resolved.  We thank you for your patience!

  • Initial Complaint

    Date:08/13/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    My wife ordered four "free" Caesarstone quartz samples on 5/26/24 and paid $30 for shipping. It is now August 13th and we've receive one sample. Over the past 80 days there have been no updates from Caesarstone US on the remaining samples. We've tried email, no response. We've tried calling and have been put on extended hold each time ("You are the next customer in line") only to have the call terminated by Caesartone. We'd like to be reimbursed the $30 that we paid for shipping. The order # is: **********

    Business Response

    Date: 09/03/2024

    We are refunding the money for the homeowner.  

    Customer Answer

    Date: 09/03/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:07/10/2024

    Type:Delivery 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.
    I ordered 4 countertop samples and was charged $60 through CaesarstoneUS' website. The website indicates that samples usually ship between 3-5 days. It has been several weeks since I placed my order and only 1 of the 4 samples has arrived. I have tried calling Caesarstone's customer service line but am kept on hold and am never put through to an agent. I also emailed Caesarstone's customer service department through an online from their website. Again, no response. At this point, I am running out of time to receive the samples because I have an active renovation underway. Moreover, I should not be charged $60 for something I did not receive.

    Business Response

    Date: 10/30/2024

    We apologize for the issues with our sample deliveries and any communication issues that occurred.  We processed the refund for the customer for the sample order.  Thank you for your patience.  

  • Initial Complaint

    Date:05/07/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    I work for Designer Caseworks a **************** that specializes in apartment clubhouses which feature a lot of professional counter tops. I've now paid Caesarstone 3 separate times for samples of stone that i have yet to receive. I've emailed from my work email 5 separate times asking where this sample is or if i can get a refund. No answer. I've filled out the contact me on their website. No contact. I've called their phone number ************ (9) times and left voicemails for me to always be the next caller in line for me to never get picked up and forced to leave a voicemail. I've called their distribution center in ******* ************ and can't get anyone to pick up that phone. I have emails and phone receipts if needed. If needed its order number #*****, #*****, #*****

    Business Response

    Date: 05/23/2024

    Dear *************************,

    Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration you have experienced.We understand how important it is for you to receive timely samples for your projects, and we regret the delays and lack of communication on our part.

    We have reviewed your order numbers #*****, #*****, and #***** and will contact you to confirm that you have now received the samples.Additionally, we are processing a full refund of $90.00 to compensate for the inconvenience caused by the delays.

    Our response times are of the utmost importance, we are investigating the cause of the communication breakdown and implementing measures to improve our response times and customer service operations.

    We are committed to resolving this matter to your satisfaction. A member of our customer service team will contact you directly to confirm these details and the refund process. Should you have any further questions or concerns, please feel free to reach out to us directly via email at ********************************************  


    Thank you for your patience and understanding. We value your business and look forward to continuing to serve you in the future.

    Sincerely,
    Caesarstone ****************

    Customer Answer

    Date: 05/24/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:04/15/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    I placed an order for some Caesarstone samples on Oct 18, 2023, and my **** statement confirms that I was charged. The samples were shipped but never arrived. If you look at the *** tracking (see below) you will see that the package got lost. I first contacted Caesarstone via email, and they said they would refund the order. Weeks passed w/o a refund, and when I contacted them again in December, they said the office was temporarily closed due to construction, and that I needed to wait a little while more. More weeks passed, and still no refund. I have tried contacting them several more times in 2024 - through direct email, and also through a form on their website. They did not respondto any of these further messages.I did not get the product I ordered, and I just want a refund.Price spent: $30.00 Order Number: ********** *** tracking: 1Z59F3X40335566198

    Business Response

    Date: 10/30/2024

    We apologize for any issues with the sample ordering process and appreciate the customer's patience throughout.  We have processed the refund for the customer.  

    Customer Answer

    Date: 11/01/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:09/11/2023

    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.
    In June 2023, we had a Caesarstone quartz countertop installed in our kitchen. It does not match the sample either in color or finish. We brought this to the attention of Caesarstone, ************ (fabricator), and Rojohns Home Improvement of **********. Stone Vision and ******* agree that it is indeed different. ******* suggested I ask Caesarstone, ************ (*************************) stated that perhaps their "formula" had changed, but no one offered reimbursement or resolution. In addition, we were not offered a choice of cut edge on the countertop, the simply cut it and installed. Also, we were not giving any care, cleaning instructions, or warranty at that time. I had to ask my contractor 3 times, and it took a week, for Stone Visions (****) to come over with some care instructions. I still do not know if my warranty is registered. I have emails from Caesarstone that I can forward to you. I don't know how to save them to a file and upload.

    Business Response

    Date: 10/30/2024

    We apologize for the late response to this.  Quartz is a man made product that can have variation from slab to sample.  We do everything we can to advertise this to our customers but as the manufacturer, it can be difficult to let customers know.  Our samples to have this on the back that it can vary from the slab.  We believe nothing is wrong with the material that was installed but understand why the homeowner was upset with the difference is variation.  We stand by our decision and thank the customer for their patience.  

    Customer Answer

    Date: 11/01/2024

     
    I am rejecting this response because:

    I sent this complaint last year. There is no reason stated for the extremely late response.

    Caesarstone has never sent a representative to view the difference between the countertop and the sample.  Even though variations do occur, in this case the sample is not at all a good representation of the countertop pattern, or the finish on the countertop. 1. This was shown to the seller as well, and he stated that perhaps they "changed their formula", but did not offer a replacement. 2. My contractor agreed that there is indeed a marked difference between the product and the sample. 

    I am still not satisfied with Caesarstone product, customer service, or response time. I request a reimbursement of $4,000 or a replacement with a new countertop.

    Sincerely,

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

     

     

    Business Response

    Date: 11/04/2024

    We apologize for any disappointment regarding this claim.  There is nothing wrong with the material and our warranty does not cover variations.  We do everything we can to express this to customer's if they view our website.  Again, we understand the homeowner is disappointed and we apologize that this resulted into this claim.  

    1. All of our samples state on the back that they vary from the large slab.  Our samples are much smaller than a large slab.

    2. Quartz is man made so there are variations from slab to slab.  Our website had more information regarding this color and variations.  We do not hide the fact that it can look slightly different.  

    3. The purchased was not direct from Caesarstone.  We always ask customers to speak with whomever they purchased the material from to discuss variations and to look at our website to see our slabs prior to purchase.  

  • Initial Complaint

    Date:08/06/2022

    Type:Customer Service 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.
    I installed black Caesarstone in my house kitchen. I have made complaints about it losing its color since installation with my contractor and fabricator as well as installer. During Covid past two years I have had visits from contractor and fabricator and they have agreed that the stone is no good. I have contacted Caesarstone multiple complaints and finally they agreed to have territorial manger make a visit. It is now 4-5 years of no assistance. the stone looks worse every year. I have multiple homes and have lots of this product with never this kind of problem. Please help me.

    Business Response

    Date: 08/29/2022

    Thank you for your feedback and we appreciate your patience.  We want to make sure all of our customers have a great experience and apologize for any issues you might have had.  We did communicate with *** in January of 2022 regarding their claim.  We sent a 3rd party team out to clean and inspect the countertop.  From that feedback, we did provide ways to solve the issue *** was having with the countertop.  We sent a letter with the explanation as well.  We believe this was resolved and we thank *** again for her feedback.  

Caesarstone USA, Inc. is NOT a BBB Accredited Business.

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