Call Formica right now! It says on the site (Featuring a softly-textured satin surface, the Honed finish captures the essence of travertine, slate, and honed granite without the expense. Another Formica Brand Laminate Exclusive)
Fight for it! Use that sick feeling and get mad!

Its your mistake, not theirs. That said, it doesn't hurt to call and ask and maybe you get lucky. But certainly don't expect to demand them to make up for your error

I bet you the distributor will take it back, but will probably charge you a restocking fee. I hope the carpenter hasn't cut in to it.

If I understand this right, Basalt Slate 3690 is part of their "Honed Collection", so I would totally have expected it to be, in fact, honed. It seems to be described as such on their website too.

Perhaps the first thing would be to confirm with the carpenter that he got the right product?

Thanks for your responses. I called Formica and just got more riled up. They kept saying that, on another part of the website, you can choose matte or polished finishes. Fairly contentious. I do have an eddress for Formica's legal department and plan to make contact there. I don't want to get the product for free; and I don't want to play the blame game; but I don't want to spend twice the money to get something that was misrepresented (emphasis added):

3690 Basalt Slate

Availability: United States

Add To Samples
Specifications Finish Grade Sizes
Honed 10 4'x8',5'x12'
Honed 12 2.5'x8',10',12';3'x12',4'x8',12';5'x12'

Something that was misrepresented? Sorry but thats a real stretch. You yourself said

" I went back to my sample, and it says "3690-77 Basalt Slate Honed Finish."

Sorry, but you screwed up and now are trying to get the manufacturer to cover your mistake. As I said earlier - it was worth asking but now you are going to the extreme contacting their legal dept.

Admit your error and live and learn

Kompy - Sorry, missed your point somehow earlier. Yes, the carpenter already cut it. The only reason I caught it before installation, actually, was that the rim was scratched in transport.

Mlraff53 - Thanks for encouraging me to contact them sooner than later. Much better than wondering and stewing, and losing momentum.

Olga - I appreciate the validation. The carpenter followed my instructions to get the 3690. I may remember him asking me what finish I wanted and me not really caring since I thought it was inherently honed. Not sure though.

Berry - I appreciate your opinion and don't mind you saying I screwed up but wasn't thrilled about "and now are trying to get the manufacturer to cover your mistake. It feels like you're calling me dishonest and immoral. I don't care to rehash the discussion I had with the Claims Engineers on the phone; suffice it to say that it was very unpleasant, did not follow a customer-oriented model, and they offered to give me the contact for legal rather than the other way around.

I'll check back in and listen to more opinions, if offered. I am working on it still. It's so exciting to get to the counter stage, and this counter in particular. I think I saw it first in Abbeycat's kitchen...

You made a mistake, but it was a completely natural mistake given how confusing their website is, and I bet you are not the first person to make it. Contact legal, but don't go in loaded for bear, at least not at first. Remember the very wise Southern saying: you catch more flies with honey than with vinegar! Say how excited you are about your counters, how happy you are to have found this product, how glad you are they offer the honed finish, etc. etc. Also, I might call back the regular number first and see if you get a different person on the phone. Try again with the honey approach and if that doesn't work ask very sweetly for a manager....might work better than "Legal."

Also, since you did make a mistake, make it clear you don't want all your money back or a free new one (even though you do). Decide to settle for a discount on a new piece or something, and they will probably be reasonable.

Good luck!

Well now I'm mad, too! I just read all the posts here and even followed your link to the Formica page and my interpretation is exactly the same as yours (emphasis added or not, it clearly states "honed"). And based on the Cate I've come to know here on GW I know with absolute certainty that you were not trying to get something for nothing -- that's just not you!

A rational, interested party would think that Formica would be, at the least, interested to know that their website is murky and misleading. And you'd also think that they'd want to help you (customer) rectify this all-around honest mistake. (I'm assuming Formica didn't want to screw customers as I know you didn't want to screw yourself!)

Shame on them for not treating you with respect. At the least they should have said "Thank you so much for bringing this to our attention. I'll direct it to the web department [or wherever]." And then if they didn't give you any recourse with the "incorrect" product at least you would have known you were heard.

I'm not trying to be gauche, but do you have room in your budget to get more Formica? You can try to sell the other or donate it (and get a nice tax write-off) -- maybe either of those could help offset the added cost(s)?

On the "mid-remodel" thread I saw the pictures of your kitchen and it looks so good! I love the green on your walls and the beautiful, warm color of your cabinetry. I'm going to cross my fingers you get some resolution (whatever makes you feel better about Formica) with your countertop because Cate, it is just coming together so beautifully. I am really excited for you!

(When will your son be four? My older son will be four June 30th and my younger two June 13th. For my older son we're having a Superheroes-themed party -- he loves Spiderman, Iron Man and Silver Surfer. I never, ever thought I would know as much about Superheroes as I do! My younger son is into tools, so that's his "theme." Again, never thought this girly-girl would be so tool-savvy. What an education! An early Happy Birthday to your helpful son.)

I'm not trying to make you feel badly about your carpenter but when I searched Formica's website, there is a list of all the finishes they offer, each with its own suffix (ie. honed-77). How did he order the material with just the first 4 numbers, which only represent the color, not the finish?

Back to the website. I think it looks like its meant for professionals and not consumers. Anyone who works with the product all of the time probably knows that there is a color number, followed by a number for the finish. There's no way you'd know that visiting the site for the first time.

Because the material is cut already, I doubt you'll get anything more than a discount on a new piece, if that. If your carpenter did fill in the finish number without consulting you, maybe he can get the right stuff at cost and pass the savings on to you. I think the best you can do with the existing top is donate it to Habitat for Humanity and get the right off. You must be terribly upset. I know these special Formicas are pretty expensive and it would kill me to have to pay twice. Good Luck in your negotiations.

Just in case, print off the relevant pages on their website, so that if they decide to correct it based on your call you will still have proof of how it looked before.

cate - I am not insinuating you are dishonest. I was just responding to your post. Obviously you are the only one who had the discussion with Formica - so I don't know what was said - only what I read which came across to me as you weren't happy with the discussion and were going to contact their legal dept. Your subsequent post sheds some more light on the conversation.

As to being immoral - no, I wouldn't go that far but I do think pushing it more with legal in an attempt to get new product borders somewhat on unethical. As I said initially, it certainly wouldn't hurt to ask if they could do anything for you which you did. I see no problem with that at all. But since you rec'd no satisfaction and were talking about taking it to their legal dept, that to me is really pushing it especially since you admit you made a mistake. In fact, to Olga you say "The carpenter followed my instructions to get the 3690. I may remember him asking me what finish I wanted and me not really caring since I thought it was inherently honed. Not sure though."

Thats just my honest opinion. Not meant to be an insult. Just stating my personal belief.

I have no problem bashing companies that do wrong and asking them to make it right but in this case, I really can't see where Formica was at fault or has any obligation whatsoever. JMHO. And at this point, especially since the laminate is cut, I really don't know how you would expect them to take it back and provide new product in its place. Please put yourself in their shoes and think through this from their perspective

That website is misleading! The Basalt Slate is listed in the Honed Collection, for crying out loud. The honed collection: "Honed is a low-sheen satin finish with subtle clefts and crevices that mimic softly brushed stone. A soft and natural finish that is appropriate for travertines, slates, and river washed granites."

True, the website might be for contractors who know that an additional 2 digit code is needed. But if I were in your shoes, I would have ordered exactly the same thing! So what if the Formica rep asked your contractor which finish code? Then he should have come back to you and told you that you have 2 finish choices, right? Right?

And to put myself in Formica's shoes, I think they have enough money to make one customer (who can then praise them widely on the web) happy. I think customer satisfaction takes on a new meaning in this internet age (and I think my own counter fabricator learned that when he messed up my counter!).

Email the relevant pages to yourself, so you have copies of them. Then, if you'd like, I (and I am sure others) would be happy to contact Formica and tell them (politely, of course) that we have heard the Basalt Slate description on the website is unclear/incomplete, and that we are distressed to hear they are not doing everything they can to ensure their customers get the correct product.

Francy

I went through this on a much smaller scale....I was ordering a door mount kit for my trash pullout. The company that I ordered the pullout from didn't carry the kit, but they were happy to add it to the system so I could order it from them.

After a couple days, on the webpage, it had two kits listed (both new additions to thier webpage) and one picture in between them. They use their own part numbers, not revashelfs model numbers. I chose the kit above the picture, but apparently I was supposed to choose the one below the picture. Grr. I called and complained, and they tried to tell me it wasn't their fault. After getting transferred to the supervisor and explaining that I was the one that REQUESTED the kit in the first place we reached a compromise. They would exchange it without the heavy restocking fee if I paid the $7 to ship it back. I did it but wasn't pleased. At least they fixed the page right after that....

So I'm crossing my fingers for you!

The website is only confusing if you're not in the trade. It's targeted to trade customers, but with the ability for consumers to order samples. Many of Formica's colors come in different finishes, not just Matte and Honed. You can get Etchings and Gloss as well in some. Every laminate order to a distributor has to have a specific suffix code, and if that isn't attached, then the default is matte. You are acting as the GC in this remodel and instructed the carpenter to order a particular color, and did not supply the finish code, and therefore received the default. This is one of the things that it's time to suck up the mistake that you made and move on. If you're gonna act like a GC and direct the ordering of your own materials, then you take the risk ordering them incorrectly due to your lack of knowledge about the subject. It's the same as if you ordered a faucet yourself, but forgot to order the handles or valves that are also required for it's installation. It's a learning experience, but hardly one to get that hot and bothered about. You're over reacting by quite a bit.

Since the carpenter is ordering through a distributor, I don't think you'll get anywhere with Formica head office- their website is not set up for consumers to order directly through it.

When I searched for your number and color, it says "finish number" and the list gives your words like matte, honed, etc... not numbers, so that is really weak as far as clarity goes, at least if it would say, honed 77, you'd know you need this number to get honed.

Your carpenter had to give a finish code to place his order, I would turn to him to plead your case with the distributor, I would think they'll offer him a discount for the reorder, thinking he's eating the mistake with his own money.

good luck and let us know how this turns out. We've all made mistakes and assumptions, and paid the price at times.

Since Formica's website is not set up for ordering the actual material, I can see why they are not too sympathetic to your quest- although they should listen to you and always write 77 next to the color, when they describe the honed. How easy would that be.

any updates ?

On my way out the door - I'll check in later today. No updates, Mitch; but thank you for asking. I sent a letter to my contact Wednesday evening.

I was in my local Home Depot yesterday. In stock, post formed Formica Basalt Slate (3690-77 Honed Finish) premade countertops were priced at around $2.50 a square foot.

I also vote for calling back nicely like it's the first time you called. When we had some difficulties with a special order on a car (ordered it, and three months later found out that the order was never placed) I got the run around from the first two people on the customer service line. The third person I talked to knew exactly what to do and was very helpful. You never know, you might get someone that finally knows what their doing and is really ready to service the customer.

It is a little confusing, however I myself recall shopping for the honed finish formica before I ultimately decided to go with granite. It was my understanding, from researching the options carefully, and talking with various kd's about the different options, that the "Honed Collection" colors could come in any finish, including matte or honed, but specialty finishes, such as the honed finish, would cost extra. The language in your link describes the "finish", not the "collection." Though this might be confusing for a layperson, it should have been fairly obvious for a professional, i.e., your contractor or kd. If you made it clear to your contractor that you wanted the honed finish, he should have ordered the honed finish. I might even go so far as to say he should have made sure with you, by checking with you and explaining the differences between the finishes for you, before ordering. If you didn't make it clear to him what you wanted as far as finish goes, I think it was, unfortunately, your mistake. Not sure what formica might do for you on this, but the responsibility appears to rest with either you or your contractor, so it doesn't seem reasonable to expect anything from formica.

I agree with live wire oak -- if you act like a GC/KD and take part in ordering your own materials, you take on a certain amount of risk based on your lack of expertise in this area. Sometimes, it works out, and sometimes it doesn't. I sympathize with you as I GC'd my own project. There is definitely a learning curve.

I hear what many of you are saying (Cheri, Live_wire_oak, Amsunshine) about the website being targeted to the trade. Usually I pick up on that; in this case, I apparently completely missed it. Right now, I'm still waiting to hear back from Formica. I found a phone number for the legal contact. His voice mail last week said that he was out of the office until this week, so it's time to try again.

Mitch - If it is an issue for the distributor to resolve, hopefully Formica can facilitate that discussion. Certainly, though, the website is their responsibility, as is their customer service. Adding the -77, as you said, should be very easy.

I actually do have a GC, but he didn't have anything to do with the counter. I thought it was a normal purchase, like the faucet or knobs, wysiwyg (or is it wizzywig?). (Thank goodness, live_wire_oak, my faucet came with its handles!)

I actually did authorize my carpenter to order another sheet last week, when I first figured out I didn't have the right one. He said he'd just charge me for the material cost, which was a bit over $100. (In the grand scheme of things, that's not much; but, as a good friend says, "only" and "money" don't go together.) He'd peel up the original layer and replace it with the honed sheet.

Ironically, he was in a car accident last Thursday, when someone drove into the trailer he uses for his materials and tools. Everyone's okay, but our counter was in the trailer and now has to be completely redone.

-------

Holly - I did ask for a manager, got the legal contact. Oh well. That wouldn't have been my preference. The Southern charm advice is good. One of my favorite phrases is "Bless her heart." Took me years to figure out what that really meant.

Francy - Thank you. Once I talk to someone who listens, I'll point out that I'm not the only one who finds the site confusing. This shouldn't be the kind of issue to mount a campaign over. Good grief, I just need to talk to someone helpful over there. It's so sweet of you to offer to help.

Olga - Done!

Alku - I'm glad to hear your problems were resolved, although it sounds frustrating. DH likes to say that the best compromise leaves everyone unhappy. That's all I want! (okay, lol, if I'm going to be unhappy, I want to choose the road)

Ci_lantro - Thank you for thinking of me.

Kristen - That sounds like a nightmare. I hope everything's okay now and you like the car?

Brooke - Thanks for the support. I made room in the budget (don't know how the government possibly can afford these tax breaks, but thank goodness). I know going ahead and ordering another sheet makes any discount problematic; but, as you said, the customer service is just as irksome as the confusing website... I'm thrilled about the green on our walls. It just doesn't come through in pictures the way it does in person. It's got a good vibe...DS will be 4 on June 10th. This week, he's into dragons, along with the everpresent firefighters and trains themes. He's finally learned our address and does some great pretending with calling 911. He's doing some neat social stuff - the other day, he went to our temporary kitchen to get a snack bowl of cereal and came back with 3 bowls of cereal: 1 for him, 1 for DD, and one for me. DD was 2 on March 14th. She's a firecracker, independent, likes the active games and taking care of stuffed animals and dolls. She was diagnosed with asthma in December and is finally responding well to the medications, although she still doesn't sleep well. Last night she only slept about half the night. Add to that, she's obsessed with my DH; so he's the one up with her.

Sorry, but your friend is wrong, sometimes "it's only money" makes perfect sense. Remeber, there's another phrase "time is money". I know different people have different budgets but $100 mistake is really not worth getting sick to your stomach over or spending a lot of time making phone calls and fighting over. Of course, out of good will formica could make this right - their cost is probably a lot less than the $100.

Sorry, if I'm not sympathetic but in the grand scheme of things that really is a small mistake.

Sorry, I meant to post this sooner...but we are just so swamped at work. :-) I have a kitchen showroom and we have decided to dissuade people from the Formica honed finishes. They just scratch too easily. We have had nothing but problems with the few that we have done....getting damaged even before they're installed. So, the owner said no more honed unless customers wish to pick up their own tops at the fabricators....or if our fabricator does the install.

You might consider KEEPING the matte finish tops in storage.....instead of wasting the tops that are aready made. So, you'll have two sets. A fresh set for down the road.