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Silestone Complaints 20

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9:37 am EDT
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Silestone New counters or a refund.

Here’s a review on VP Sales and Marketing home inspection of our counters. On 2/9/23 the VP saw the problems with the Silestone quartz and needed the factory representative to see the issues, so a 2nd visit was scheduled on 3/2/23. During the 2nd visit the VP stated they would replace the counters or offer a cash discount. Here is the email following up the visit.

@gmail.com>

Re: Home Visit

1 message

@gmail.com> Sun, Mar 5, 2023 at 8:13 AM

To: @suburbanmarble.com>,

Thanks for bringing Patrick to evaluate the quartz, unfortunately he’s new so he didn’t bring as much value as your

first trip. We can all agree the quartz in our kitchen is not performing as it was presented. If this was normal wear

and tear companies wouldn’t sell it.

When evaluating our options, we need to consider the condition of the counters when we sell our home. If we're not

happy today, we can only imagine what the quartz will look like several years from now. If we keep these counters,

we anticipate they will become a point of negotiation when selling the house. As a result, we will want to evaluate

both options, complete replacement or cash compensation.

We have experienced great frustration in getting your company to stand behind your product, it's a shame it took so

long to get to this point.

We look forward to your written response no later than Friday 3/10.

On 3/10/23 the company sent an email stating they will not make good on the VP’s promise.

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9:39 pm EDT

Silestone Cosentino SenSa countertops

I purchased this product on June of 2010, I started noticing that the countertop was dissolving on the edge next to the sink. Chips and pieces are coming off. Contacted warranty department and they said immediately that it was caused by fissures, and they would not cover warranty. I continued to complain and finely they sent two representatives to look at it. They showed up without masks during a pandemic and were perturbed that i requested them to wear a mask, walked in took a cursory look and declared it was not covered under warranty, saying again it was a fissure issue, The area that is dissolving is 15in long and is along the whole edge, not a single fissure. The Senguard seal failed.

Desired outcome: repair or replace

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4:57 pm EDT

Silestone Quartz counter top named ET. Bella

I remodeled my kitchen and installed Silestone ET. Bella counter tops. I had to buy 4 slabs because of my counter space. So it was very expensive for me. The counter was installed in May, 2021. So it is not even old. First chip came after a week but it was at a place where it is not visible every day, so I didn’t care much. But now second one came up last week on June 7th, 2022. It is at my main counter space.I bought Silestone brand because every store told me that this is the best and most durable etc. etc. I was happy with the pattern.

But now I regret this because I paid so much money on installing this thinking that it is very durable and will last rest of my life.

So kindly do something about it. Send someone to resolve this issue as soon as possible. Because I don’t want it to get this worse.

Desired outcome: To repair it or replace it. Or give my money back.

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Is Silestone Legit?

Silestone earns a trustworthiness rating of 94%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds Silestone to be a trustworthy company. Although there's a 25% resolution rate for customer complaints, which deserves attention, Silestone is known for their high standards and safety. If you're thinking about dealing with Silestone, it's wise to check how they handle complaints.

We found clear and detailed contact information for Silestone. The company provides a physical address, 26 phone numbers, and email, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Silestoneusa.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Silestoneusa.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Silestoneusa.com you are considering visiting, which is associated with Silestone, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Silestone website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Silestone's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 25% of 0 complaints were resolved.
  • Silestone's website has revealed that it is not properly optimized for search engines. This could be a red flag indicating that the company is attempting to hide its activities from the public.
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9:03 pm EST

Silestone Quartz countertop cracked

Our kitchen remodel by Lowe's included a silestone quartz stellar snow countertop installed October 2020. The countertop has a ten year warranty .
October 2021 noticed a crack that was on inside angle area -it was after Lowes contractor had come to de-install and reinstall cabinets above that area due to quality errors- I mention this because that's the only stress the breadbox paper towel area of countertop ever experienced.

I contacted Lowe's executive customer service
( whom I had been dealing with on complaints on cabinets that lead to reinstall and reinstall of my top kitchen cabinets) and they contacted Granitemr.com who said this should never happen the countertops need to all be replaced. Just fixing crack will not work. Then I was informed by Lowe's that they would not do repair/or replacement because Silestone said I caused stress to countertop by misuse.
I filed a BBB complaint Lowe's responded by sending an independent inspector who visited me Nov. 10. The inspector said he would file a report and the process takes about three weeks before I would hear anything back, November 20 - ten days later- I was told Lowe's will not be replacing my countertop they are sorry- cracks are not covered under warranty.

Desired outcome: The Countertops Crack be fixed or replaced by Manufacturer or Lowe’s.

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Silestone Quartz countertop

I remodeled kitchen had new cabinets and countertops put in. Silestone Helix Counter top was installed in February of 2019. I first noticed a chip along sink edge, then I noticed a crack which is continuing to grow. I contacted Lowes's they sent out an inspector who says this is the 2nd one in 1 week that he was called to and wondered if it was manufacture defect. Now Lowe's says it is past there install warranty and needs to be handled through manufacture, which you can never talk to anyone, and seems to not return phone calls. I am in the process of filling a class action against Consentino because we spent several thousand dollars for these counter tops. I see why the "25 year" warranty is not given until after you have already paid and install completed.

Desired outcome: Replace cracked area

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9:50 pm EDT
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Silestone Quartz countertops

Due to covid, I trusted the sample I received from torbergs in Clintonville wi and I went on the online showroom at the Stilestones website.
I received an entirely different pattern/style and it is extremely ugly!
I called Torbergs and they called Stilestones and both representatives came out, took pictures and agreed:

1). It's hideous
2) it's from a discontinued style and shouldn't have left the factory -it will be replaced.

Then I get not one but TWO denials for responsibility.
Basically they said there are two designs and I got the one that I would never have chosen /the one that didn't match my choice.

I am putting these pictures on social media, and, because it's in my newly built house - EVERY single contractor from the plumber to the building contractor and even our painter is aware of Stilestones decision... and agree that these tops are hideous!
Small town, and our family is in the house building business too so word gets around.
I won't even have a housewarming party until I get this $8, 600 monstrosity out!
Disappointed is not a strong enough word for my feelings.
The customer is always right -unless you buy from Stilestones!

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5:58 pm EDT

Silestone Silestone counter top

Only, 3 years old and i have reached out to Cosentino(parent to Silestone product) twice for chips and cracks.

Answer is chips and cracks are not covered by our 25 YEAR warranty. CAN YOU believe it?

Counter top material that chips on all edges on regular use. And really unknowledgeable field reps.

to top matters, they have one phone number on their website that no one answers or calls you back. All roads lead to Rome and same local person at the end says NOOOOOOOOOOO.

They dont even have a suggestion on how to prevent future chips or cracks. Our cracks are big and getting bigger.

I am looking to sue them either in small claims court or gather enough folks to start a class action suit.

Anyone interested?

email me if interested please if interested.
[protected]@aol.com

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6:27 am EDT
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Silestone Deny all liability

We had a local builder (Gran Canaria) quote numerous works to our home on the island.
One of these projects was to supply and install a kitchen. The worktop options brought to us was purely Silestone. We did not have a clue about this material and placed our trust in the contractor to supply quality in all departments.
Two years later there was an issue with a small pot cup falling from the wall unit above. When falling onto the Silestone worktop we noticed there was two small chips taken out of the worktop from this one and only incident.
We contacted the the contractor last October to let them know about this issue, they said we had to wait for someone to be in the area to do the repairs or we would have to pay if we required repair immediately. When we were back on the island in February 2019 we tried to have the worktop repaired again but nobody turned up.
We travelled to Gran Canaria again in April, we managed to get an appointment for someone to make repairs on this occasion. Prior to anyone turning up we had an invoice sent to us for €67...we could not believe we had to pay for a worktop to be repaired due to this damage. This damage was caused in the easiest of circumstances and has caused huge concern with the product itself.
It's very easy to say now that we have the experience but we would never have bought this material had we known just how weak the properties of it's construction are, nor could we ever purchase again or recommend this to anyone.
The customer care when trying to deal with Cosentino Spain is one of deny all liability.
Cosentino was only interested in showing us and highlighting in the T&C's the exclusions to and potential claim for repairs etc.
Cosentino obviously have more experience with Silestone and it's weaknesses than a first time customer. An experience that has allowed Cosentino to draw up the necessary exclusions to their T&C's in order to aid denial to liability.
We have provided the contractor and manufacturer numerous opportunities to fix this
problem. A problem that is so obviously caused by a weakness in the properties of Silestone.
As a result of this non compliance from Cosentino we have decided to enlist the services of another contractor to remove and install a new worktop fit for the purpose.
Prior to installing a new worktop we are going to take many pictures and videos to show exactly just how easy it is to cause damage to this Silestone product.
We're well aware damage can happen in life, if the customer care afforded is second to none then this can restore your faith in a product. This did not happen with Cosentino but quite the opposite.
Please see pictures below.

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Update by Pete O'Sullivan
Apr 26, 2020 3:12 am EDT

El material de Silestone es muy débil, el silestone está fabricado con productos reciclados. Solo puede verse bien, pero luego se daña muy fácilmente, eso se debe a la falta de calidad del material. ¿Me puede decir cómo puedo llevar esta queja más allá por favor? Saludos

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SS1-Serj
sunland, US
Dec 11, 2020 4:58 pm EST
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Hello.
Has anyone had any luck in getting silestone to accept responsibility for chips and cracks?
their warranty is useless.

I m considering taking them to court. Anyone has any good ideas?
thx
serj

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Silestone silestone bianco zeus

We were told by Kitchenette, exclusive Thai kitchen maker, that Silestone was the ultimate surface for top kitchens, incl. commercial kitchens. I totally disagree after having spent a LOT of money on Silestone tops. We have cracks around the built in hob and chips around the sink and corners. We have had granite for 30 years - no cracks, no chips no stains. Cannot recommend Silestone!

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serj stepanian
US
Jul 30, 2020 5:18 pm EDT

Hello.
This looks exactly like our issues.

cracks and chips.

Were you successful in getting them to admit fault?

I am pretty sure they will not accept responsibility.
They say chips are not failure of their material.

Anyone tried to take them to court?

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8:43 pm EST

Silestone silestone countertop

We purchased silestone (cosentino) (roseville, ca) counter tops for our kitchen remodel from lowes (cotati ca.) on 3/4/2016. After discussing different installation options, we chose to use lowes installer which was counter fit (sacramento ca.). All 3 of these companies knowingly sold / installed an inferior countertop which came with a useless 20-year warranty.
The silestone countertops were installed by counter fit on 3/28/2016.
Fast forward to thanksgiving 2017 - yes, a mere 20 months after the installation. While cleaning the kitchen my wife noticed an approximately 6-inch crack running from the corner seam (were countertops make a 90-degree bend along wall) towards the sink. This spot of the counter top is in what we refer to as "no mans land" meaning the only thing you place in the corner were the crack is located is a picture or napkin basket. No cooking, no prepping, no washing of any items, nothing happens use-wise in this area of the kitchen and there is a visible crack. Just for the record my house was built in 1952 so I am not going to buy the "house settling" story.
No worries I thought (big mistake), we have a 20 year warranty and it has only been 20 months…. No problem - right? Absolutely wrong. This is where all three companies - silestone (cosentino), counter fit & lowes have collected their monies and now do not give two cents about the crappy product and crappy warranty they have sold and installed in your home - that's customer care at its best.
I emailed lowes kitchen design department first 11/27/2017 to report the problem, they emailed silestone (cosentino) which in turn issued a warranty claim number. Silestone (cosentino) advised that the installer - counter fit would need to come out and inspect the crack. No problem, just let me know when and I would be there. Keep in mind this was november of 2017, no one ever contacted me to come out and inspect the problem. I have over a dozen emails for exactly 1 year where I am trying to get some sort of response from any of the 3 companies that profited from this transaction and none of them have responded.

Today I sent yet another inquiry in regards to the warranty and finally received a response from counter fit that the warranty claim had been denied as it was "not a manufacture defect"….. What?…ok…what is it then is my question with no response. I guess a crack in an expensive counter top stone is normal after 20 months?
After reviewing online complaints (www.complaintboards.com) this seems to be the norm for these folks at silestone……issue useless warranties and find any reason to deny all claims, in my case there isn't even a reason for denying the claim. No one came out and inspected the crack. The claim was just denied after the silestone countertop cracked within 20 months of install. Please stay away from all 3 companies stated above as they all are dishonest companies that need to learn a lesson in customer service and honest dealings. Buyer beware.

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7:34 pm EST

Silestone silestone counter top

We purchased Silestone (Cosentino) (Roseville, Ca) counter tops for our kitchen remodel from LOWES (Cotati Ca.) on 3/4/2016. After discussing different installation options, we chose to use Lowes installer which was counter fit stone (Sacramento Ca.). All 3 of these companies knowingly sold / installed an inferior counter top which came with a useless 20-year warranty.

The Silestone countertops were installed by counter fit stone on 3/28/2016.
Fast forward to Thanksgiving 2017 - YES, a mere 20 months after the installation. While cleaning the kitchen my wife noticed an approximately 6-inch crack running from the corner seam (were counter-tops make a 90-degree bend along wall) towards the sink. This spot of the counter top is in what we refer to as "no mans land" meaning the only thing you place in the corner were the crack is located is a picture or napkin basket. No cooking, No prepping, No washing of any items, nothing happens use-wise in this area of the kitchen and there is a visible crack. Just for the record my house was built in 1952 so I am not going to buy the "house settling" story.

No worries I thought (Big Mistake), we have a 20 Year warranty and it has only been 20 Months…. No problem - Right? Absolutely Wrong. This is where all three companies - Silestone (Cosentino), counter fit stone & lowes have collected their monies and now do not give two cents about the crappy product and crappy warranty they have sold and installed in your home - That's Customer Care at its best.

I emailed Lowes kitchen design department first 11/27/2017 to report the problem, they emailed Silestone (Cosentino) which in turn issued a warranty claim number. Silestone (Cosentino) advised that the installer - counter fit stone would need to come out and inspect the crack. No problem, just let me know when and I would be there. Keep in mind this was November of 2017, No one ever contacted me to come out and inspect the problem. I have over a dozen emails for exactly 1 year where I am trying to get some sort of response from any of the 3 companies that profited from this transaction and NONE of them have responded. Today I sent yet another inquiry in regards to the warranty and finally received a response from counter fit stone that the warranty claim had been denied as it was "Not a Manufacture Defect"….. What?…OK…what is it then is my question with no response. I guess a crack in an expensive counter top stone is normal after 20 months?

After reviewing online complaints (www.complaintboards.com) this seems to be the norm for these folks at Silestone (Cosentino)……Issue useless warranties and find any reason to deny all claims, in my case there isn't even a reason for denying the claim. No one came out and inspected the crack. The claim was just denied after the Silestone (Cosentino) countertop cracked within 20 Months of install. Please stay away from all 3 companies stated above as they all are dishonest companies that need to learn a lesson in customer service and honest dealings.

Buyer beware stay away from the silestone counter top.

Thank you,

KIley Olson

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James W. Fowler
US
Jun 22, 2022 8:19 pm EDT

Do not buy from this company. They do not honor their warranties. My countertop is dissolving. And they refuse to fix it. Came out looked at it, didn't want to wear a mask in my house, total customer support failure. They're sealant is worthless, they blame it on fishers when they're sealer fails. Lowe's offers no support tells you to contact them even though the warranty still under effect do not buy from them.

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DRosenow
Clintonville, US
Apr 13, 2021 9:40 pm EDT
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My complaint is different... I received a different pattern/style than the sample and online showroom... and it’s UGLY! They say my choice actually had two patterns and I apparently got the ugly one! $8, 600 and I’m now saving up to get rid of them. This was in my newly built house. I won’t even have a housewarming party because I’m so embarrassed.
I sent two complaints and basically it’s “You get what you get and don’t throw a fit”.
And yes, putting my silverware away has caused three chips above the silverware drawer - but it’s supposed to be tough!

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serj stepanian
US
Jul 30, 2020 3:38 pm EDT

Hello all,
Is anyone else having issues with this company's products chipping, cracking?

they do not own up to their product and i believe pitting out a product that is not suited for kitchen countertops. Curios to hear about other people's experience?

thx

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Silestone countertops

Cosentino employs false advertising claiming that the company’s quartz countertops are harder and more reliable than granite. This is false advertising. After three years of light use, one section of the countertop cracked from underneath the edge and through the surface, right between the posts that the countertop was put on. We did not apply force or heat to achieve such a result.

We ordered the countertops from the Home Depot on April 13, 2013. Stone Systems of Houston installed the countertops in four weeks. We were never given any warranty information on the product. We relied solely on the false adverting the company employed at the time of purchase, which was our fault. Still, the company was not truthful about its product and warranty.

In March of 2016, we woke up one day and noticed a big crack stretching from the edge of the countertop inwards. It has grown since. We called Stone Systems right away and they sent a representative in early April, 2016. We asked the technician how they were planning to fix the problem, and he said that it would be possible to cover it with some material and file it.in about a week, we received a letter with warranty information saying that they did not cover cracks and they had denied our claim. We called them and asked what the warranty actually covered. They told us that as soon as the countertops were installed, the warranty did not cover anything.

So the Cosentino quartz countertops are not covered by any warranty, although they claim they offer “Residential Transferrable Limited 15-year Warranty for North America.”

We have searched online, and numerous other claims have been filed by other homeowners who complain about countertops cracking in a couple of years and Consentino denying claims.

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Silestone quartz countertop

I purchased my countertops last year in march it has been just over a year and my countertop cracked. I have never done anything to crack it. I had to call multiple times to get a person to talk to me about the warranty and was finally told that the warranty would not cover cracks. This is so frustrating clearly there is a defect and the warranty is just garbage because they won't cover anything. My cabinets were in place for 3 months prior to the countertop going in and my house is 50 years old so its settled. This is clearly an inferior product and i too have experienced some clouding as others have said. They came and "repaired" the crack which they wanted to charge me for but thankfully didn't and it still looks like crap and I am just angry and heartbroken, We worked so hard on saving for our kitchen only to have our countertop break a year in!?!?!?!? I will never buy this type of product again and will be wary of any warranty promise . This company will find any reason to try and make the issue consumer fault. I am a seasoned cook and know what thermal shock is this was not the case nor was it a case of settling. What crap.

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Kiley8955
US
Dec 27, 2018 9:35 pm EST

Silestone also denied my warranty claim for a crack 20 months after install. Warranty is crap and does not cover anything. Stay away from this dishonest company. Buyer Beware.

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Silestone does not stand behind product

We installed a new kitchen in our 15 year old house. We chose SILESTONE "TAO" countertops. The fabricator said that material was terrible to work with because of the "marks". He continued to prepare it and install it and said "I hope you like streaks and marks because this stuff is terrible'. The next day we set some cool, wet dishes on the counter and it STAINED THE SILESTONE! Water caused stains! We immediately called both the fabricator and kitchen company. They came right out to see these stains and brought chemicals to try to remove it. With highly toxic chemicals and more elbow grease than a normal person has, they rubbed them out. But, before they left the house, the stains were back. The unanimous decision was that the TAO colour of this quartz is fautly.
The Rep named Rex for Silestone was called. It has been nearly a month now and he has still not come to inspect this mess. His specialty is giving the run around. He states that the slab isn't registered yet. Our fabricator registered the slab 2 days after he installed it. Their method of operation is holding onto reg's to delay having to remove their faulty product. DO NOT BUY SILESTONE ! I cannot stress it enough. They are unprofessional, sneaky and unreliable. I have MS and they know this and they are still leaving my kitchen in a state of limbo with no plumbing, faulty and embarrassing counters and no back splash. I'm living in a reno-zone and walking to the laundry room for running water with no end in sight all thanks to SILESTONE. I had granite in my last house and loved it. All the shop owners are raving about quartz so I tried it. What a mistake.
Also, the stains are accumulating like crazy as the days pass by. Everything that touches it stains it. If you must have quartz try Cambria or another company and look into complaints about the company first. I wish I had.

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JackRussell22
US
Aug 18, 2017 1:18 pm EDT

I had Silestone countertops installed less than two years ago and I, too, have rings from leaving dishes wet with just water on the counter. Can't believe it! I was told by my installer that all quartz was the same; just different patterns from different companies. I would never recommend quartz to anyone. New countertops are really expensive, and it seems unfair these counters are billed as if they are the best when they stain the same as a cheap composite. What a ripoff!

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Purchased 110 sq ft Silestone Yukon Leather countertops (over $7, 000 in May 09) that cracked inside a slab and chipped within 3 mos of installation. ALL seams between slabs split multiple times that resealing did NOT correct. (Blue painters tape remains on my counters still, over ONE YEAR later.) Additionally and concurrently, little black spots appeared...

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I purchased a silestone countertop several years ago from Home Depot and have been trying to get my problem fixed on and off since then. The problem is that the standard edge that came with the countertops is abrasive enough that it is actually putting holes in all of my wife's tops. As she leans against the counter while working in the kitchen, the edge...

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We found Acc Surface online. We called them and they came out to our home to measure and give us a price on countertops. Ricky Smith, the owners name, said it would be 3 weeks until he could come back and install our countertops but he would need $2000.00 deposit so he could buy his supplies. We agreed. 3 weeks go by and Ricky Smith emails us and says he...

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Silestone overcharging and dishonest business practice

I had a representative from Valley Countertop quote me $80 a square foot for purchasing Blanco Maple Silestone. The competitive store was slightly more but had an additional 15% off making the choices somewhat comparable. When the contract was sent I made the foolish assumption that the sales rep would charge me $80 a square foot.

After providing my VISA and paying for both installments, I became suspicious that I was being overcharged. In fact the sales rep ended up charging me $82.99 a square foot, charged me for a part I never received, and the actual invoice was off by $20. They refused to do anything about this after repeated phone calls and e-mails.

In addition, the sales rep used my personal e-mail address to solicit me into her online chat group for professional women without my authorization or consent.

Be aware of this company's lack of transparency and questionable business practices!

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We purchased a Silestone quartz surface countertop in 2002 with a ten year warranty. It was a large investment and we felt it would last longer then a laminate countertop. However, we found a defect in the stone (chip) within six months and now we have two cracks and a seam that is easily noted. The installer said not to worry about the initial chip in...

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Silestone bad way to run a business

Silestone Stone Systems of Atlanta - www.silestoneofatlanta.com

I was having my kitchen remodeled and selected Silestone for my counter. The cabinet salesperson contacted their local Silestone installer to call me so they could measure and cut the stone, they never called me even after several phone calls from the cabinet store. Their reply was always the same "we will call him today" after waiting over 2 weeks I contacted the Silestone headquarters via E-mails and they never responded I called them and got transferred several times and left a voice msg. I received a call back and he provided me a phone number to another distributor I called them and left a voice msg, guess what no return call. I called the co. representative again and he called them to find out why they weren't responding only to be told they don't sell to retail customers and they provided another co., even their national representative doesn't know who can sell their products. I called the third co. and they came out to take measurements and scheduled another co. to come out and make a template. I told them of my difficulties and they told me they had my style in stock. I paid a 50% deposit and after the template was made they said they would contact me the next day to confirm when they would have it ready. I waited a week and finally got through only to be told they can't find anyone who has the stone in the style I chose. This co. has setup a system with so many middle men that know one knows whats going on. Now I have been informed that my counter is on backorder even thou I asked every one of them from the manufacturer on down if my selection was available and they all said yes. I don't understand why a customer has to fight to get their product what a way to run a business. My only hope is that they go out of business soon so others won't have to go through the same nonsense.

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Thomas C. Evatt
Huntsville, US
Jan 22, 2011 12:32 am EST

I had a good experience with Silestone when I lived in TX. The Silestone certified installer did an outstanding job. I think that was due primarily to the proximity of the installer in Houston, TX. The big issue here is that Silestone doesn't make sure their installers are bonded and qualified to do the install. Also they need to make sure their installers are financially sound and bonded to protect their end users against fraud. Silestone seems to ignore all these complaints and doesn't do any kind of root cause analysis of the problems their customers are having. I just received a message from Silestone on the nearest location of the machining contractor for the Huntsville area. Its Stone Systems of Atlanta--if you read the messages above you'll find that they deny that they actually had an order for my Silestone. Silestone is Sleastone...don't buy from them or use their product. I used Home Depot on my TX install; apparently they hold their installers accountable...not Silestone.

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matsays
Hender, US
Apr 07, 2010 11:30 am EDT

I wanted to comment on the complaints here. I too had Silestone installed on a kitchen that I remodeled and I had exactly the opposite experience...barring one minor glitch concerning the backsplash, the measurements and the installation was flawless and I am extremely happy with it to the point that I am now moving into a new house and we are having the granite removed and the Silestone put in!

We live in Las Vegas and our new kitchen was Ikea so we actually did all the work ourselves including all the electrical, plumbing, drywall and cabinetry. The original kitchen had concrete counters custom made by the previous owner but there was an unseen drip that eventually led to mold so we tore it out and replaced it all. The counters were the only thing we did not do ourselves.

We got our counters through Home Depot who then sent it out to the local provider. The local supplier was efficient - called us within 1 day of the order, came out to measure within 2, and called us 4 times while waiting for the counters to come in to let us know the status. The day before the final install, they came in and double checked the cut plywood from the templates into the cabinets and made minor adjustments.

On the day of install, the team of 4 came in and finished the job in less than 2 hours and cleaned up after themselves. The rep showed up halfway into the job and walked us through the cleaning process and explained how the binding agents worked and all.

I have rarely had such a good experience with any contractor/supplier so I feel terrible that some people had such a bad experience because I would highly recommend Silestone. Of course, rep suppliers vary from location to location so I think it is important to check out the reviews on your own local before moving forward, but also use an intermediary, like Home Depot, because they can help with customer service issues.

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Thomas C. Evatt
Huntsville, US
Oct 22, 2009 11:02 pm EDT

I have read the complaint by Mr. Evatt, and have responded by e-mail directly to him this morning. i can certainly sympathize with Mr. Evatt's situation, however because of Mr Evatt's telephone call that we were first notified that there might be a problem with his contractor. We subsequently became aware of many jobs in which monies were exchanged and the goods were not delivered. Mr. Evatt was a victim of fraud. He paid for services and goods from a contractor and did not receive what he paid for from the contractor Mr. Smith.

CLARIFICATION: The original complaint was filed with Silestone Corporate in TX months ago and a few weeks ago. Corporate told me to call Mr. Oehmsen directly -- gave me his phone number and extension. I had no idea that this company had supported Mr. Smith credit line for the Silestone. This was according to Mr. Oehmsen the second time this CSI defrauded his company. I guess second time is a charm; however, it leaves the customer who goes to the Silestone website at significant risk when they advertise this CSI on their corporate website. Once Mr. Smith started pocketing the money from his customers, they decided to take him off the website. Thats how I found out that Mr. Smith was having "problems". This behavior has been going on for quite some time. Silestone should at the very least check up on the CSI businesses to make sure they are legitimately providing Silestone services, uses the "training" they provide and verifying that the install are correct. Remember Silestone warrants the material, not the install. Sounds like the company learned alot from the banking industry. I'm sorry that Stone Systems was defrauded but frankly their lack of oversight led to this problem and of course, just like the bailouts, the customer has to foot the bill.

The two problems we face as a company is we have no record of Mr. Evatt receiving any material from our facility. The second one is that a contract exists between Mr. Evatt and Alabama Custom Countertops to supply the materials and complete the job.

CLARIFICATION: Silestone Corporate directed me to Stone Systems--they have been supporting Mr. Smith's credit line for some time for his customer base. I never even knew Stone Systems existed as a company. The Business card I was given by Mr. Smith said Silestone and even shows "an authorized dealer". Mr. Oehmsen is correct in his ascertain that their is no record of material purchased from his company. Just another broke process in their CSI approach. Nonetheless, when I talked to the corporate office, they told me that Mr. Smith manufactured all his material out of Stone Systems. I guess they should know ?

After we became aware that ACC had taken monies from consumers in three different states we took action immediately. He was already on credit hold since he owed us over 100k. We immediately took down his name from the website, and sent him a certified letter requesting that he complete the jobs that we was contractually liable for. We took away his CSI (Certified Silestone Installer ) number. Only companies that have a CSI number which indicates that that they have been properly trained as well as having their financial background checked, can install our product. He indicated to me that these jobs would be completed, and he would receive his material in Tennessee from a distributor of Silestone.

CLARIFICATION: Wow, three different states. Guess my BBB and State Attorney General letters expressing my dismay at Silestone corporate quick response to pull his from their site. My situation has been going on for well over a year. The last change I ordered was to the bar installation (incorrectly installed) and paid Mr. Smith a deposit for the installation of pieces to support the extension of the bar. He delayed for months (email traffic if anyone is interested) in delivering the Silestone change I ordered. He first said that 1. his mother was ill, 2. his truck was not working, 3. I think he or someone in his family was sick and 4. Silestone had to order from their somewhere in Italy or Israel...thats when I called Silestone in TX for help. They directed me to Mr. Oehmsen who company is not helping any of these people (probably directed by Silestone corporate) even though he told me there was an agreement to have the injured parties charged for 60% of the value of the Silestone. I really don't blame Mr. Oehmsen--he is just doing his job.

As of this date Mr. Smith has taken care of and completed (4) four jobs that I am aware of. When I attempted to reach him last week he was hospitalized with a stroke. Unfortunately I do not know any further information about Mr. Smith. Our Corporate office is aware of Mr. Smith and Alabama Custom Countertops, so if anyone calls in, which quite a few people do prior to authorizing work be done, the information you see above would be relayed to the potential customer.

CLARIFICATION: Mr. Oehmsen did tell me that Mr. Smith had taken care of some jobs. Apparently he is hospitalized with a stroke. Typically if an installation contractor is a Certified Silestone Installer, who would ask if their legitimate when they put their websites on the Silestone corporate web site? Hmm...wouldn't you think that the CSI means they are certified by Silestone.

I have indicated to Mr. Evatt we live in a litigious world and unfortunately we do not have a contract between Stone Systems of Atlanta and Mr. Evatt. We have never received any monies from Mr. Evatt to our firm, nor do we show we ever fabricated Mr. Evatt's previous Silestone work. Mr. Smith utilized several facilities to obtain materials. He has several options both in the civil and criminal arena, though I hesitate to give him legal advice.

CLARIFICATION: This is almost funny. They know I'm out about $800. Why would I sue Mr. Smith..it would cost me more to even file. If Silestone had any real care for their customers, they would sue Mr. Smith directly which they probably will do..don't know. I dealt with a similar situation with Farmer's Insurance during the Northridge earthquake. Long Story. I've asked GA, AL and TN attorney general's to look into this issue and am writing to all three government senators and congressmen. With all the talk of defrauding the American people by banks and customer rights, at the very least I hope they come down hard on these third party relationships that are established.

We do care about our name as well as our customers. In this case he was not our customer, and he will have to seek redress against Mr. Smith for his money as well as his material.

CLARIFICATION: When is a customer not a customer..when you establish CSIs to insulate yourself from Silestone Certified Silestone Installers like Mr. Smith. I guess as a former customer of Silestone in TX..installed Silestone in my kitchen, I was expecting the same level of customer support. Guess thats changed with the bad economic times. I know that Adams Homes won't use Silestone..had a discussion with my builder here in AL.

Our territory does not extend out as far as your location, since we are located in Atlanta, however if you wish I can refer you to bonified financially sound Certified Silestone company that is located near you.

This is confusing? If you didn't manufacture my Silestone, who did? Its a simple question..why won't you answer? Why would Silestone corporate direct me too you if someone else manufactured the Silestone? I would like a bonded CSI company. Mr. Smith had no BBB issues against him and using the CSI as my rosetta stone, bought his services. Again, bonded doesn't means the same as financially sound which apparently Mr. Smith hadn't been for some time..however he was listed as a CSI on their corporate website. I should have gone to Home Depot to purchase the Silestone..they told me that this kind of problem has happened...and typically they don't use CSIs for the installs; they use trusted bonded installers in the area. And if there is a problem, Home Depot will fix it. Of course, the CSI I hired lied about that issue as well since he told me numerous times "he would make things right"...guess never trust a flim flam man or Silestone.

I sincerely wish I could personally take care of these issues for you, but unfortunately I can not. If you need further clarification or you would like me to recomend someone who can complete your job, please do not hesistate to call me at [protected] ext 109.

EASY FIX--find out who the manufacturer was for my Silestone. Was it a company in AL, TN? If your company did not do it, which one did? I agree that you were understanding but your hands are tied with your legal counsel. I understand and sympathize. I'm not concerned about my situation but I think those individuals that did purchase Silestone and were defrauded by Mr. Smith need Silestone's help..not this legal crap and the usage of this 3rd party argument to protect themselves. Silestone's reputation is at stake. Ethics well thats another argument.

Take care and good luck Mr. Oehmsen. Just hope Silestone will learn a valuable lesson.

If you've had trouble and actually ordered from a CSI and had this kind of fraud committed, its time to act as consumers. Write me on this website or contact me at Facebook, etc. Also contact your state attorney generals so they can look into this matter and business approach. Don't hesitate to call your congressman or Senator..they need to know.

I guess I was a Silestone customer...don't really know for sure anymore. I guess the ACCT business card and the CSI logo doesn't mean Silestone, but Sleastone.

Tom

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Thomas C. Evatt
Huntsville, US
Oct 14, 2009 5:05 pm EDT

Since April of 2008, I have been waiting for a proper install of the Silestone product. Ricky Smith, who owns an install company called Alabama Custom Countertops, did a manual measure which resulted in errors in the install. Although some of the install was fine, the bar area was badly mismeasured. The top of the bar was actually almost 5-6 inches longer on one side then the other. Also he removed all the facing on the bar (which wasn't really necessary) and told me that the refacing could be done after the install was complete...well thats of course not true. It gets worse. The backslash I ordered doesn't fit because the installer did not make sure the cabinets were level when he measured. So I've got a backslash that doesn't connect at the seam across the oven. Oh Mr. Evatt, we can fix that. Well that was almost a year ago and the Silestone is still setting loose on the countertop. Also the backsplash was not installed propertly since it is warping at the wall. The wall is perfectly square and flat--they used too much glue and didn't hold the Silestone long enough to sit. So its now October 08. I decide to extend the bar. My call but since the Silestone didn't fit originally, Smith told me he'd make it "right'...well now its October 09 and my bar is still bare and I have no idea where the Silestone is located. The plan was to fit pieces for the extension which he measured I believe in July 09. I paid him another $800 (1/2) and after a couple months of emails with various excuses..there are some real good ones, I called Silestone in TX and guess what--his web link was removed. Oh yes, I called Silestone multiple times during the year and they returned my call once and never helped at all--they don't seem to care since they just supply material so screw you, Mr. consumer. Smith had apparently pocketed the money from customer orders placed and stuck Stone Systems with the bill...so where does that leave me. I was told that I would have to pay for 60% of the value of the new Silestone..I'd already paid $7000 so far for the Silestone that wasn't installed property, plus another $1000 for the cabinet refacing (within any countertops). This is apparently the second time Mr. Smith has put this company in a bad position. Well after three weeks I"m still waiting for a phone call back from Mr. Oehmsen who actually is a nice guy and seemed to want this resolved. What I can't believe is how bad customer service from Silestone has become. They should be ashamed of not working to resolve these issues quickly. I honestly would NEVER recommend Silestone for anyone. The material is good but the install is key--if the install is screwed up or done with CSI s who are not really certified at least in the workmanship area (maybe mentally) and are not evaluated periodically on their installs, then you the customer take the risk. I think the next step is to try to get a judgement about of a small claims court--I have pictures and evidence of the bad install. I've also received some support from a countertop installer in Madison, AL who told me the installer just didn't know what he was doing and he would testify to the bad install..guess CSI doesn't mean much to Silestone. I hope I hear from Mr. Oehmsen..I'm surprised he hasn't returned my call ;-).

Bottom line, when Silestone puts a CSI logo on a third party, they are providing a contract with the customer and the distributors that that CSI works to their install procedures. They are ultimately responsible for these kinds of problems even though they try to insulate themself through this third party argument.

Thanks,

Tom

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David S. Oehmsen
Atlanta, US
Oct 30, 2007 11:20 am EDT

I received this complaint a few minutes ago, and I apologize for this individual's problems in obtaining a counter top. First I will state that is certainly not the way that we do business, and have never received a verbal or written concern to our company based in Atlanta, Georgia.

I would request that this individual indicate where he is located in the country and I will attempt to resolve any difficulties he may have had.

Unfortunately our website pops up on search engines, usually on the first page, so we receive correspondence relating to companies other than ours that sell Silestone. Any concerns are usually handled with a telephone call. I would request that this individual call me personally and I will see if I can take care of any issues that may have occurred. My direct telephone number is [protected] ext 109.

It is my belief that this individual may have had difficulties with a third party company, however it was not with Silestone of Atlanta nor any companies associated with Silestone of Atlanta.
I look forward to your prompt reply.

Sincerely,
David S. Oehmsen
Silestone of Atlanta

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Overview of Silestone complaint handling

Silestone reviews first appeared on Complaints Board on Oct 27, 2007. The latest review New counters or a refund. was posted on Mar 18, 2023. The latest complaint failure to honor warranty was resolved on Nov 09, 2010. Silestone has an average consumer rating of 2 stars from 20 reviews. Silestone has resolved 5 complaints.
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