You never buy any counter material from a tiny sample you always want to see the slabs.It was really up to you to see the slabs since you did not go with the builders options.

Thanks for your feedback albeit quite patronizing and rather unhelpful at this point. I was not presented with the option to “see the slab” from the company nor were we informed of dramatic variation from the sample being a possibility. For heaven’s sake we couldn’t even get a price estimate from the consultant up front. Not to mention the choices of quartz from the builder were “tiny samples” as well.

I’m asking for people to weigh in on whether they agree it is very different from the sample agreed to in our contract as well as the manufacturer’s description and photos.

I would saynit doesnt look the same. Is there anywhere you can see the back if the slab, maybe theres a mark that deignates what model it is?

I tried to look but didn’t see anything. Personally, I’m wondering if the wrong material was ordered, or maybe an old slab from a prior design? But I’ve scoured the MSI website and could not find one style that even comes close to what was installed. The thickness of the lines and how straight they are… so Im doubtful that it’s even an MSI product.

That is MSI for you. They are a reseller, not a manufacturer. Totally not the same product.

So sorry. Not remotely the same. Not unattractive. But definitely not what you paid for.

I am not a pro but fortunately I discovered these forums before I actually started my remodel so I learned about how even theoretically man-made solid surfacing will have different slabs just like marble and granite do. I would not have known this if I hadn't haunted this forum because I don't think it is general knowledge for a lay person.

Unfortunately your *design* team did not really educate you or help you with the process. Even if I hadn't known about it, my designer took me to the stone yard - actually two stone yards - where we looked at a bunch of slabs and when we mutually agreed on the slab it was marked and set aside for my fabricator to pick up.

In terms of the actual slab you got, I agree (as a lay person) that it doesn't resemble the samples or your photos memoralizing the sample. It actually isn't horrendous looking and will probably look fine once you have everything in place. It is a given of remodeling for non-professionals that there are things that are installed that freak us - I know when my Calacatta marble floors were installed without anything else to surround them, I thought they were horrendous and my designer talked me off the ledge and told me that it would all work when everything was finished - and she was right as I now love it. I am having a rug I designed delivered tomorrow and I am getting ready for a melt down when it is rolled out 😱😂

That said, there is nothing wrong with registered strong complaints. I would contact the manufacturer and of course your builder and the designer because it was egregious that no one warned you that you couldn't rely on a sample. The sample doesn't in any way resemble any of the samples you posted. I am not sure what portion of the slab you actually had installed would look like the subtle pattern of the counter you actually selected.

This is MSI Calacatta Ultra from a few years ago. MSI may have changed their supplier/factory for this top and the color changed from when the sample was originally produced. In a perfect world, all distributors would be notified of any changes, but... If you can get the original sample, you can compare it to see if it would be considered within normal tolerance, but given the sample was not labeled, it doesn't seem like this is a possibility. I would appeal to the distributor by showing them these photos and hopefully they will be fair and agree that the slab deviates too far from the sample you wanted.

Another thing a buyer can do, once you select a quartz/color you like, is ask the fabricator to get a current/new sample from the local rep. Offer to pay for it if you have to. The samples come dated and it will give you a better idea of what the current slabs will look like. Some brands will let you buy samples from their websites.

Not even close to the sample, Ive been to MSI many many times in Orange CA, and I have never seen such a descrpancy in a man made product! It is the designers responsibility to check the product you said you wanted and the one that she ordered for you were one and the same!!! I feel so bad for you, what a disappointment! Why have a designer working with you if they don't know the product!

I would not be happy with that either. is it possible to go to a slab yard somewhere just to check the difference?

No, not the same.

Unanimous vote not the same. The last photo really makes it look beige but the far away ones do look proper white. Besides that the lines are so dark and defined In your sample they are light grey and blurred. Fight fight fight I’m so sorry

Pull all the drawers and start searching the bottom of the slab for some sort of manufacturer's logo. If you can verify it's not MSI, they'll owe you new tops.

Good idea Joseph and I am sorry if i am a bit patronizing but this is the type of issue I see so often . A tiny sample of anything is never going to prepare you for a slab No this looks nothing like the sample BTW

I'm so sorry. It doesn't look the same and the veining looks like tiger stripes.

No it's not the same, I'd be upset too the veins are so dark. Do some digging. Check the bottoms like Joseph said. Show up at the place that sold it to you and ask for the receipt or proof that says what the slab name is. Then take it up with MSI if nothing comes of that.

Thanks everyone. I appreciate it. We are going back tonight to look at it again and take some better pictures. I’ll pull the drawers out and bring a flashlight, that’s a great tip, thank you Joseph.
Unfortunately, the tile was already set to be done this week and there was no way I could stop it. So I’ll get to see it with the backsplash but I’m still really unhappy with the whole look. The irony of this whole thing is that my husband and I really aren’t that picky, but we know what we like, and we are pissed that we didn’t get what we paid for. This is our fist home and after years of bouncing around with military service and numerous crappy rentals we just wanted to splurge on something nice to make the house feel special and our own.

I’ll update on the results. I’m hoping the sales company we went through won’t try to argue and just gets on with fixing it. But boy does it feel like a whopper of a mess to replace! Not what you really want to be messing with 4 weeks before closing.

MSI has changed some of their designs...we had their Calacatta Gold picked out for months which looked amazing from photos and samples... however I knew they had changed it simply from looking on their website it looked COMPLETELY different from any photos I saw.

When I went to the stone yard it was very clear and the owners confirmed it had changed. I ended up with a brand new design that I don't think is on their site yet.

All that to say...they DO change their designs/recipes or whatever without telling people. I hope you get your issue resolved as I would be unhappy as well.

Update 1: as expected the tile backsplash tones down the dramas from the veins, but it also shows how not white the counters really are. We have emailed the design/sales company and waiting their feedback. Here is a couple photos against the tile.
At this point we feel like replacing it won’t be an option because won’t they have to rip up all the backsplash? Ugh, just sad because it’s just not want we wanted and feel STUCK.

Looks like a great job on the backsplash, post a picture from further back. I would do anything to change out the counters. It's doable even with the backsplash on and they can replace some tiles if need be after install of the new counter.

I couldn’t get a good photo from further back because there was quite a lot of stuff on the counters left over from the installation of the tile/cabinet trim. Also there are no lights yet and it was a little dark.
I would like to replace the counters with something cool/white. I’m waiting on pins and needles to see the response from the designer.

Honestly, the grout color pulls it all together. From my understanding, unless you can prove it's not the right style, it falls within their definition of minor variances. Looking at your original picture, you can see the tile looks whiter than the countertop already. Whites are very difficult to match.

I'm not sure if this was resolved, but I was at MSI today and they had a slab of Calacatta Ultra and it seems to look like your sample, not like what was installed.

Kristin Petro Interiors: that looks completely different from what was installed. A lot more like the sample! Thanks for taking a picture for me!

Such great news! Your perserverance paid off, what a relief. Congratulations! : )

Great news!!! So happy for you!! Now, imagine if you hadn’t said anything :( always good to at least try! Woot woot

This experience and incredible outcome should be permanently bookmarked as an example of what can happen when things don't go as planned... when a distraught homeowner, up against a builder, fabricator and manufacturer, is seeking persective, support and sound advice from the Houzz community.

@Szasta awesome news! Can't wait to see the new one!

Good news! AND…kudos to the designer and supplier for their acknowledgement that the slab was defective and would be replaced.

@Szasta Hi! Did you get the new countertop installed yet? I JUST got back from the stone yard and picked Calacatta Ultra for our new kitchen counters. What you went through was awful and I was scared for a second reading all the posts in the thread but it sounds like yours was a special mistake situation and I am glad they are fixing it for you - and I'm gonna try and not worry about my kitchen counters :))) BTW - I saw the slabs in person and it is STILL difficult to know if it truly the pure white I want. The slab was partially covered in film and was dirty. So annoying. Keeping fingers crossed it all works out. Please post a pic of the corrected stone/countertop if you have had it installed!

@hellonasty and @Szasta Any updates on the Calacatta Ultra? It is my favorite pattern from MSI and I've seen slabs. Do you like it?

Hi, we wound up w something else in the end - it had nothing to do with the Calcutta ultra itself. It was more a situation where the housebuilder did not want to deal with the stone yard that had it anymore so I had to choose something else. I can’t tell you the name of what we wound up with because I don’t know but we like it so it’s OK. Good luck! Sorry I couldn’t be of any help.

@EW