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:02/09/2024

  Type:Service or Repair 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.

  We placed 2 Fusion Blue Quartzite slabs that are BOOK MATCH on hold on 11/17/23. We visited the ******* showroom numerous times and have pictures of the 2 slabs together as we matched our cabinet colors etc with these 2 slabs. We found out at the end of our project on 2/8/24 that our own sales rep ******** sold one of our book match slabs to someone else just this past week. There is no replacement for that as it must be book match for our waterfall island. They did not handle it well and while they eventually admitted it was their fault for selling something that already belonged to us, they did not even try to make amends. They didn't offer to make it right by sending us any other slabs in that same pattern and color and design that are bookmatch from any of their various warehouses. No discounts or anything at all if we were to end up purchasing from them. They ruined our kitchen work that we have spent $200K on and displaced our family for. There should be something we are offered for this but they have been dismissive and sent us pics of totally different colored and patterned slabs. They truly don't care about their customers and have very poor professionalism and management. Sales there is a joke. Our own salesman sold our slab to someone else. They should have to at least pay for whatever 2 slabs we end up settling for from anywhere we find something that hopefully matches everything we already installed.

  Customer Answer

  Date: 02/22/2024

  I have not heard from the business in response to my complaint. From the beginning, they said they would not offer any reparations for their mistake. They simply said we could just purchase 2 other slabs from them. They denied our request for any discounts or anything to make it right. I submitted a ****** Review explaining what happened, and they did not respond to that review. I dropped a comment in Stone Basyx ********* and they never responded. It truly feels like they do not care about their customers.

  
  

  

  Business Response

  Date: 04/18/2024

  Dear Ms. ************ style="color: black; background: white; font-size: 11pt; font-family: Calibri, sans-serif;">************************;************ style="color: black;">

   

  Thank you for bringing the complaint details of Mr/************* ********* #********. This is an isolated incident which we truly apologize any inconvenience that ******* family went through.

   

  Before we detail the timeline of events, please note that Stone Basyx is a wholesaler therefore we do not sell or price our products to home-owners but to Fabricators, Fabricators are the companies contracted by the home-owners to purchase the stones, and then cut and install. In this particular case, the Fabricator dealing directly with ******* family was:

   

  AKI ************** LLC - 52 ****************** GA - *****

  Delivery Address - **********************************************************************

  Owner - *************************;

   

  Here below the timeline of events:************ style="color: black; font-family: Calibri, sans-serif;">

   

  1.            ************ style="color: rgb(36, 36, 36); background: white; font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">***********************;came to our Atlanta warehouse on 11-16-2023 and Reserve Fusion bundle ***** slabs 26 and 27************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">

  2.            ************ style="color: rgb(36, 36, 36); background: white; font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">*********************** came to our Atlanta warehouse on 11-17-2023 and Reserved Fusion bundle ***** slabs 27 and 28************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">

  3.            ************ style="color: black; background: white; font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">On 11-16-2023 an email was sent to the Fabricator requesting confirmation of the reserved material. At this date, all three slabs were reserved, 26, 27, 28. Fabricator replied as per below:************ style="color: black; font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">

  "Good morning, yes I need the 2 slabs Ill be making the payment next week."  "************ style="color: black; font-size: 11.5pt; font-family: "Segoe UI", sans-serif;"> Thank you Ill be calling on Tuesday to make the payment !!".************ style="color: black; font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">

  4.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">On 12-19-2023 our sales representative *************************** exchanged text messages with the Fabricator - ****** Fluents requiring details of the slabs needed and information on delivery dates and place. Below is the summary of the order sent to the Fabricator with slabs 26 and 27. The date and time of the document is printed on the bottom left corner. ********** then replied to ******** confirming the two slabs and that payment would be done soon.

   

  See attachment

   

  5.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">On 01-15-2024 an email requesting payment was sent to the Fabricator.

  6.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">On 02-08-2024 an automatic invoice was issued with the listed products agreed, slabs 26 and 27, to the Fabricator informing products details, date and time of delivery.

  7.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">On 02-09-2024 delivery was done, payment should be collected at the delivery date, payment by check

  8.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">On 02-09-2024 the Fabricator called ******** to inform that the slabs were wrong.

  9.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">During the next days we receive pictures from the Fabricator and subsequently from the Home Owner by email of slabs 27 and 28, and that was a surprise to us as back on 12-19-2023 slabs 26 and 27 were confirmed to be right ones. 

  10.          ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">On the same period Stone Basyx managers decided to:

  a.             ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">Search for slab 28 already sold - unfortunately that slab was already cut and installed by another Fabricator.

  b.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">Blocked to sell all potential slabs that could solve the Home Owner issue.

  c.             ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">Waited for days and weeks for their visit, that never happened.

  d.            ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">Additionally, our CSO ***************************, proposed to the Fabricator (via phone) two free slabs to solve what we understood to be a communication problem between the Home Owner and the Fabricator.

  e.             ************ style="color: rgb(36, 36, 36); font-size: 11.5pt; font-family: "Segoe UI", sans-serif;">We tried also and once more through the Fabricator a call to the Patels' however the Fabricator informed us that they decided at that point to go elsewhere for products and services.

   

  We hope the above clarifies, if you have any questions please let us know.

   

   

   

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