Good value granite, not so lovely customer service!

We purchased a large amount of 'Star Galaxy' granite from this company in December 2010. The granite arrived and was fitted promptly by the fitters. On inspection of the granite however there appeared to be a small chink out of the surface of one of the worktops. I mentioned this to the fitter and he told me that had he seen this prior to fitting he wouldn't have fitted it. He then went on to say that he could fill it and I probably wouldn't even notice it! I told him this wasn't good enough when spending such a substantial amount and asked that one of the owners come out to view it. That evening the owner arrived and said that it was a natural fault in the granite in so much as a piece of quartz had fallen out during manufacture. He said that he would attempt to fill it. On filling, it was improved but still not invisible. When I stated this to the owner he then informed me that he could replace it but that could mean cracking the other pieces and possibly having to replace all the granite which he wasn't willing to do. He placed us in a very uncomfortable position! The matter was finally resolved by him making us a worktop saver to place over the filled chink. This experience has definitely taking the edge off my enjoyment of my new kitchen but 3 days before Christmas and after 3 weeks of no kitchen seemmed the less stressful option! Use this company with caution because their customer service, especially when a fault arises, could do with much imporvement!

Sarah Haeney - 21/12/2010 | report this review