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cmounstephen

Granite bait and switch - please help!

5 years ago

Very long story short - last October I went to a local granite supplier to select countertops for our new build. I found a fantasy brown slab that I loved. Really good veining, darker patches, not to sparkly. The salesperson told me she would tag two slabs and hold them for me. Throughout the year, she has mentioned on multiple occasions that, despite her boss questioning the long timeline, she insisted these were saved for me as it’s a multiple counter job (8 counters total + island).
I had asked if I could come and test some samples of tile against the slab and was told they couldn’t access it as it was wrapped and buried in the back. So I have been planning this entire space on the original photos from that first day.
Fast forward, install is this week. I was supposed to receive an email with a picture of the “seam” prior to them cutting. It is two slabs book edged as the island is 9’x10’ - so essentially two full slabs. I did not get one. I insisted on it yesterday, and felt instantly sick when I saw it.
This is not my slab.
When I went in this morning to question her about it, she told me that I was never getting the slab I chose, and she tagged the last two in that bundle for me (something about moving them around the warehouse). I’m sorry, what?!
So you can see in my picture to the left that there were three slabs there. So my question then becomes, how does the veining DIRECTION and colouring change so drastically on the next two stones - if they were all cut from the same spot/family. She said it’s like a loaf of bread and one slice can have a hole and then the next may not. This is not the same loaf. This is like French vs. Pumpernickel ;).
Am I crazy? This can NOT be okay. Also, and I feel most importantly, I was led to believe the stone in my pic was the actual slab 1 of 2 that I purchased.
They are laying the slabs out for me today so I can see it in person. But I feel that even if they are beautiful, it is not what I ordered or designed against for the past year.
What should I do?

Comments (20)

  • 5 years ago

    I don't know if you have other options for stone in your area, but if it were me, I'd go elsewhere. I would be so turned off by being misled that I wouldn't want to do business with these people.

  • 5 years ago

    Thanks Rachel. I agree! I just hope that the install of all my other counters goes well on Friday (same supplier). Even if I “like” the cut slabs they show me today, at the root of it, it’s not what I was sold. All the other counters are quartz/Han stone so I know what to expect. The whole point/fun of granite is that it is so personal and you get to hand select.

  • 5 years ago
    last modified: 5 years ago

    I am sure the sad truth is, Your carefully chosen, much-loved slabs are already gracing someone else's kitchen. Having them held a whole year is an awfully long time, and we're living in a time of shortages -- someone else saw /wanted those slabs, and the company took the money right then and there. No, that doesn't make it right, but it is what's happening.

    Do they have your deposit? If so, you're stuck doing business with them -- even though they're kinda scoundrels.

    Do you have pictures to prove these new slabs aren't "your slabs"? Do you have a contract that says they would hold THESE SLABS? Not that I doubt you, but knowing isn't proving in the business world.

    Realistically, you're going to have to choose another set of slabs -- probably from these people, if they have your deposit. It's the only way forward. However, they broke their word; if they weren't willing /able to hold the slab a year, they should've said, "Our time limit for holding a slab is ___." You should get a discount off your new slabs.

  • PRO
    5 years ago

    A 9' x 10' island is just poor design.

  • 5 years ago
    last modified: 5 years ago

    While I feel bad for your dilemma, I have been on this forum a long time, and have never heard of stone slabs being held for a year. And even moreso Fantasy Brown which is much in demand.

    Did you tell them on the day they tagged your slabs that you would not take them for a year?

    It is bewildering to me that you would have expected a stoneyard to hold onto slabs for a year. Is there even any seller of any type of merchandise at all that would hold onto inventory for a year? In a fast-moving market with a lot of demand?

    Bottom line is if you don’t like the slabs they have, either go to a different stoneyard, or wait for more slabs to come in. Just move on. You cannot blame this stoneyard for your expectation they would hold onto Fantasy Brown inventory for a year.

  • PRO
    5 years ago

    I am a fabricator. I won't hold slabs for a year for a very good reason. Consider a 2 or 3 slab kitchen. In the event there is a problem during fabrication (like the sink run broke on the CNC for no particular reason) it will be impossible for the fabricator to find a matching slab for stone picked a year previously. At that point the fabricator is faced will paying for TWO ot THREE new slabs that match while working with an unhappy customer who's mad she isn't getting the absolutely most perfect slabs on the planet she picked for her new kitchen. I have some high end builder customers that regularly work on 6 month plus time lines. In that event I just add an extra slab to the pricing of the job to guarantee I have enough matching stone when the times comes to fabricate. Your fabricator should never had agreed to hold stone for a year. I would go elsewhere.

  • 5 years ago

    "it’s a multiple counter job (8 counters total + island)...the actual slab 1 of 2 that I purchased"

    I feel that there is info missing from the OP story. You purchased just 2 slabs for 8 counters + island? That does not add up. Or did you need more slabs for the 8 counters + island and they do not have them available a year later? And did you purchase the 2 slabs paid in full a year earlier? And it sounds like 2 of the available slabs do match, is that correct? I do not understand then, if you purchased 2 slabs, and they held 2 matching slabs for a year (which is amazing), why you are accusing the place of a bait and switch. That is a serious accusation, and from what you said, it does not appear to be the case.

  • 5 years ago

    The way I am reading the OP, it was 8 slabs for the entire new build. Not just the kitchen.


    I certainly understand your disapointment. The original slab was more interesting. Won't repeat questions asked by others.

  • 5 years ago
    last modified: 5 years ago

    You need 2 new slabs, just for the unusable continent. So, for 8 counters, there needed to be a LOT more stone on hold than just 2 slabs. But unless you had fully paid the costs for the slabs, and you were paying a monthly storage rental, and you visited them once a month when you dropped off the storage fees, holding 2 slabs for a year isn’t a reasonable expectation at all. There’s obviously no knowledgeable kitchen designer involved here, to guide you to the realities of the construction industry.

    Good thing that FB is very common. It is EVERYWHERE, and easily found at any distributor. There are more slabs out there than any builder knows what to do with. It’s the new Uba Tuba. You’ll have thousands of new choices available. Now, fix the continent mistake in the middle of the kitchen before you go buy new stone.

  • 5 years ago

    All the other counters are quartz/Han stone so I know what to expect.--OP's second post


    Are we sure the 9' x 10' is not a typo? I can't imagine an island that size.

  • 5 years ago
    last modified: 5 years ago

    I was thinking the same thing - hopefully 9X10 is indeed a typo! That's the size of my first dining room that I had in my first home!


    The slabs are all beautiful to me - lovely stone.

  • PRO
    5 years ago

    From the original post:

    It is two slabs book edged as the island is 9’x10’ - so essentially two full slabs.

    I don't think it's a typo.

  • PRO
    5 years ago

    Probably an L-shaped island!!!

  • PRO
    5 years ago

    The photo in the original post shows two bookmatched slabs in a square shape. I don't think it's l-shaped, but I could be wrong.

  • PRO
    5 years ago

    Wow, you're right Kristin. Hoping 9x10 was a typo.

  • 5 years ago

    The other counters are Hanstone, as she mentioned.


    (CMSteph, do yourself a favor and check the Hanstone before installation. They can vary a bit too from one batch to another and even so, I wouldn't put it past these guys to sell you one color and deliver a different one saying the original was discontinued.)


    It is not your fault that they said they'd hold the slabs and that they would continue to hold them even after it became a long time. You are not the one at fault. You were misinformed and treated badly. It might not have been intentional but it's not cool. You should have been told when it grew too late that it was too late. I bet Oldryder would have told you that instead of selling your slabs!


    Well, the new slabs are nice, too. If you're stuck with them, it won't be bad. I'm not sure I liked the uterus you were getting with the original slabs anyway. :)

  • 5 years ago

    That's a big island. It'll make the major statement in your space. I'd begin fresh. Look at everything available. I would not just look at the two slabs they have. You wouldn't have done that a year ago. Find two slabs that, when bookmatched, make the picture you'll be happy with for time going forward. And I believe doing that can get you something you'll really like. Plus no year wait this time.

  • 5 years ago

    Thank you all for your feedback. It is indeed a very large island, in a very large kitchen, and I am extremely happy with my decision.
    The fabricator did indeed make an error and tagged the wrong slabs. They are correcting the error, I have chosen a new set of slabs.

  • 5 years ago

    Good to know there is a satisfactory resolution. I hope you'll share pics of the finished kitchen--I want to see the island!

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