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lynneth_lohse

Need advice badly! What should I do about my countertop?

12 years ago
(Copied from the "Other" category based on a poster's advice; apologies for the double-post, I'm new to Houzz. Thanks!)

The pictures below show my new installed Cambria Bradshaw countertop. I think the resin pool in three of the photos is a flaw, but the distributor says that this is just a "normal variation". The pool measures about 2x3 inches, and the fourth photo shows a picture of the next biggest "normal variation" which is only 1x1. The distributor is basically saying, "suck it up, it looks like it should"

This is my dream kitchen, and the flaw is really bothering me, especially since it is on the most visible part of the counter. Unfortunately it is also on the very largest countertop piece, which is about 8 feet long, L-shaped, and has a sink in it. It is templated beautifully, and is seamless (love quartz countertops!) and I am nervous about having it ripped up for a new top, but the flaw is really noticeable.

The distributor offered a "discount" and is telling me they will replace this piece for $1000; this does not include what I would have to pay for a plumber to uninstall/reinstall the faucets.

What is really irritating is that I was gone when the countertop was installed. Someone messed up on the scheduling (either the kitchen designer or the installer), and instead of installing it when they were supposed to, they installed it a week later, when I was on vacation, so I could not inspect the counter before installation. However when I came back from vacation this mark was one of the first things I noticed.

I really need advice. Do you think this is a flaw or a "normal variation"? Has anyone else had this problem? Has anyone else had luck complaining to Cambria? What should I do???

Thank you very much!

Comments (31)

  • 12 years ago
    I see it, but in the photos it doesn't seem bad or something I would change out. If it bothers you or it will frustrate you over time have it redone budget willing.
    Lynneth Lohse thanked Jolene
  • 12 years ago
    Ask your distributor to show you a couple of other pieces with the "normal variation". It shouldn't be too difficult if it's all that normal. If he/she can't, get heavy. Do you have a local newspaper with a consumer complaints column?
    Lynneth Lohse thanked Rina
  • 12 years ago
    Have you tried talking directly with the Cambria rep? When I look at the slabs of Bradshaw online, I see a lot of that portion, usually it seems "mixed in" or "swirled" more than your splotch.
    Lynneth Lohse thanked Carol Johnson
  • 12 years ago
    Never having ordered a countertop...do they let you pick out the actual piece you're to use??

    I have seen so many countertop problems posted on Houzz. Makes me nervous when it comes time to get one for mine. At least I'm learning what to ask!
    Lynneth Lohse thanked bungalowmo
  • PRO
    12 years ago
    last modified: 12 years ago
    It looks like a variation. Here is a picture of an entire slab. BTW, did you look at the slab before you purchased it?

    If you did not, then the piece installed is yours.

    If you did and approved the piece and do not recall these variations, then call your rep.

    I am always asked to sign off for the slab which I have viewed and approved.
    Lynneth Lohse thanked JudyG Designs
  • 12 years ago
    |'ve looked at a lot of it on line, and even in the piece above has areas that have similar markings, but not as bad as yours. That being said, I think if it were me I would contact the mfg and see what they can do. I also think it's quite a co-incidence that it was installed when you were on vacation !! Maybe they didn't want to send it back to mfg so thought they would install it and if you said nothing - ok.
    Lynneth Lohse thanked Angel 18432
  • 12 years ago
    it shows up too much - get tough if you have to.
    Lynneth Lohse thanked bgfuqua
  • 12 years ago
    Yes, it looks like a scoop of peanut butter. I would call their rep and keep on them until they fix it. If you don't like it, you shouldn't have to just deal with it after paying that much money! Keep on them! Good luck!
    Lynneth Lohse thanked tilleylove
  • 12 years ago
    @JudyG Designs: I did not look at the slab before purchasing it, but at the risk of sounding really stupid (this was my first kitchen project), a slab preview was never mentioned to me as an option. However, on the positive side, I also never signed off on the slab or the counter top and right now am withholding final payment pending resolution so at least I have some leverage.

    Everyone else, thank you for your input, thoughts and opinions. The Cambria rep did come by and he definitely saw the problem ("It looks like a deep pool into infinity" were his exact words!) but the only offer so far is to replace the counter top pretty much at cost with a very minor discount.

    I am standing polite but firm, because this does seem to be a cosmetic manufacturing flaw that never should have gone past the factory doors. Surely Cambria has quality specs about how big a "blob" is allowed for these mixed surfaces, and I would think an unmixed blob measuring 2"x3" would be unacceptable.

    Again, thank you all for the comments, and I will keep this thread updated as the Great Cambria Bradshaw Countertop Saga unfolds. (p.s. except for that blob, the rest of the counter is gorgeous and I have gotten a lot of compliments! I tend to keep towels or potholders over the blobbed part :)
  • 12 years ago
    On the slab issue I didn't think you viewed slabs with quartz since it's not supposed to have the same type of variation as natural stone (which is why you're seeing the slab). Maybe I am wrong? We have quartz and did not see a slab but ours is a solid color.
    Lynneth Lohse thanked intown123
  • 12 years ago
    Lynneth - not sure if you saw the other discussion going by disgruntled cambria customers. Interesting because I see that brand recommended by pros the most often.
    Lynneth Lohse thanked intown123
  • 12 years ago
    I wasn't given an option of viewing the "slab" either with my quartz so was under the impression that it's not something that may "change" from samples. I guess we should all be aware that there could be a problem.
    Lynneth Lohse thanked Angel 18432
  • 12 years ago
    Everyone, thank you again for your feedback and opinions, it is helpful to hear others say that I'm not crazy and that the blob pushes the edge of what could be considered a "variation". I will keep you all posted on what happens. For the record, except for the blob, I do love the Cambria Bradshaw so far. I would just caution future quartz buyers to inspect the actual piece before and after templating - even if you are not asked to do so - and specifically look for any non-blended material spots bigger than a silver dollar.
  • 12 years ago
    HI -- You can either consider it a flaw or a unique feature . If it really bothers you or you just will never like it , then see what the supplier will do for you. The supplier is of course going to make it sound like it's nothing and you should just except it because they don't want to replace it . It's your money and your choice and they should make you happy with the finished product .
    Lynneth Lohse thanked lefty47
  • 12 years ago
    last modified: 12 years ago
    I just redid my kitchen with two different quartz types. Never even thought to ask to view it as, unlike granite, it is manufactured and should not have big variations! If I were you I would be climbing the wall!

    One possible fix for now: Put a good looking trivet there. It is next to the stove so it sort of makes sense. Small cutting board would work also.
    Lynneth Lohse thanked pcmom1
  • 12 years ago
    It's to manufacturere's specs. It's stated on their website that resin pools are a normal part of the manufacturing process for the colors that have movement. It's like a fractal. No two slabs are alike, just like granite. Variation and different amounts of color are normal.
    Lynneth Lohse thanked User
  • 12 years ago
    Does anyone have the url for Cambria's specs? I've looked and cannot find the acceptable tolerances for the size of a resin pool in Cambria. Mine is 6 square inches (2x3) which is over twice as large as any other blotch on my counter top. Even the Cambria rep didn't try to tell me that was normal.

    More than one poster has said that Cambria states that resin pools are a normal part of manufacturing, but that specific language is nowhere in the warranty. The warranty states: "Color blotches are intended and designed into many designs to enhance the natural beauty...Product will not be replaced due to these variations." Everyone seems to agree the blob is a "variation" but I have yet to hear anyone say that it "...enhances the natural beauty" of my counter top.

    If my predicament helps someone else prevent this problem by previewing their quartz, then at least it's done some good. I do love the counters otherwise, they are very beautiful.
  • 12 years ago
    Could you have a trivet made out of the same material to sit on top?
    Lynneth Lohse thanked pcmom1
  • 12 years ago
    I would do what I could to get satisfaction, but if that won't bear fruit, my solution would be to cover the area with a decorative cutting or cheese board. Yeah, it's not ideal, but having lived in pretty awful places where I would have killed to have a countertop anywhere near as nice as yours, I learned to make do with things that seem decorative, but actually cover up what I hate.
    Lynneth Lohse thanked wl606
  • 12 years ago
    As quartz counters are mimicking granite patterns more & more, we will have more of this problem. The produced slabs will vary from slab to slab. Unfortunately there usually is not the same opportunity to select slabs & do layouts that we usually do with granite slabs.
    Lynneth Lohse thanked Carol Johnson
  • 12 years ago
    I like the idea of getting a trivet made out of the material. The truth is that nothing is ever perfect. I'm not certain I'd pay to have it replaced. If their warranty mentions variations and that it is not a flaw I doubt you will get them to replace it for free, unfortunately. If they set that precedent they would be opening the door to other claims that would be expensive. Good luck I hope you come to a resolution you can live with.
    Lynneth Lohse thanked jh77
  • PRO
    12 years ago
    last modified: 12 years ago
    I use Cambria quite often for my clients and I always have to inspect it and sign off after install. Did anyone sign off on it? Not sure if your supplier has that policy or not.. either way I like the idea of having a cutting board made for that spot. It would look quite normal sitting beside the stove. I think you would be best to find a solution like this as opposed to replacing it. I am sure Cambria would supply you with that.
    Lynneth Lohse thanked donna o'brien designs Inc.
  • 12 years ago
    I have "flaws" in my granite that vary from the surrounding granite. Cambria isn't the same but it's sort of the same concept. Your kitchen will be beautiful and the spot will fade into the background.
    Lynneth Lohse thanked leelee
  • 12 years ago
    I can see why you are not happy with this Lynneth. It does look like a blob of peanut butter or butter scotch. Sounds like the Cambria rep agrees with you also. I wish you the best of luck with a resolution.
    Lynneth Lohse thanked wantsideas
  • 12 years ago
    It's not good. They should fix it. Good luck, seriously :)
    Lynneth Lohse thanked inabunker
  • 12 years ago
    Call them direct: 1-866-CAMBRIA. They have all your info on file and they will send someone within a week or two. You have a great product and they will stand behind it 100%!
    Lynneth Lohse thanked Stuart Bollock
  • PRO
    11 years ago

    Not really helpful now, but in the future, ask to meet your fabricator and have them lay out your templates (either physically or digitally) so inclusions or beauty marks like this can be cut around or at least put in an area that is less visible.

    Any reputable fabricator will be glad to do that for you, natural stone or otherwise. Take photos at that point. Have them mark areas that you want left out. There is a difference between getting your countertops done at a Pro vs. a "less-than-pro."


  • 10 years ago
    last modified: 10 years ago

    I have the same exact counter from Cambria. Mine has variations all through it. But,,,,,,,,,,,,,, when my installer came to the house to install it, he advised he personally checked the slabs before taking them. He turned away the first two slabs, explaining they were not "busy enough". I think it was up to the installer or contractor or whoever you had picking them up and okaying them to choose the best ones. Also, I think my installer (who cut the slab per spec) used certain a part of the slab for certain places in the counter. I had two slabs to begin with. I have a very large island and the slab used is beautiful. I thank the selector for that. You are not seeing a flaw. You are seeing what I have all over my counter. It isn't Cambria's issue. It is the issue of who selected the slabs. I am curious what you ended up doing since this was back in 2014.. By the way, Cambria was excellent with me. It took me two minutes to choose my counter and six weeks to choose my cabinets! Cambria is one of the few companies that has hand made quartz that looks like granite. I think your counter is beautiful.

  • PRO
    10 years ago

    Very OLD OLD post

  • 10 years ago

    2014