Concrete Collaborative

Concrete Collaborative derailed my project with their incompetence and horrible customer service. I waited nearly double the lead time for an order that was incorrect and for which I was grossly overcharged. The replacement order took more than double the promised lead time. It was consistently a major challenge to get any scrap information about the status of my orders and the information was never reliable. This caused considerable hardship and aggravation for my contractor, as you can well imagine. When the replacement slabs finally arrived, both were cracked. My fabricator is working to cobble together a countertop with multiple seams, out of the broken pieces. Far from ideal, but preferable to dealing with this company, in an attempt to either get my money back or a third set of slabs. I don't ever want to deal with them again. This will be easy enough, as the company has made no effort to contact me to find out if the damaged slabs were usable, or to see if there was anything at all they could do to be of help. PHOTOS: A close up of sample tile I ordered (LEFT) VS what I received (RIGHT) in the first shipment. One of the cracked slabs.

I am a residential architect and used Concrete Collaborative for an ADU project at my home in San Diego. I love their products, and once I chose a terrazzo tile and concrete slab I was determined to use it. However, after working with them I would recommend finding product elsewhere. Every step of the way from answering questions about installation and finish options to ordering and delivery was vexing. They virtually never answer the phone, and only seldom return a phone call. Email is no better. There is no sense in trying to work a schedule with their materials, as their information is vague and delivery dates are meaningless. I tried every way I could to cajole basic information from them and failed completely. Fortunately, more terrazzo and concrete slab options are becoming available with other vendors.

Poor quality product and appalling customer service. We ordered a Pacifica slab that arrived in good condition but cracked once it was placed on the table to cut. The fabricator (with 25+ years experience) followed their meticulous instructions to the letter on every front and CC would still not stand behind their product. They offered to send a replacement slab at our expense ($1350) and, before taking another financial risk with this product, I requested contact info of any entity who had received and successfully installed this product. We are still awaiting a response. It's been over 3 weeks since we reported this issue. This has been the most discouraging, expensive and time-consuming experience I've had with any company in my 20+ years in the industry. Specifier and buyer beware.

They make beautiful terrazzo but have shifted the dates of delivery multiple times and are affecting our entire timeline because of this.

We recently moved into an apartment in which Concrete Collaborative counters were installed in the kitchen by the developer. Beautiful looking material, but... The countertop developed a crack near the sink cutout, from the sink edge, to the front of the counter. I reached out to CC about it, and got what felt like a canned reply stating that it "had to" have been because of a poor installation, and that there's no way to patch or repair it, but we'd be happy to sell you another one! (Exclamation point theirs) I replied that i'd prefer to do business with a company that stands by their product, which they clearly do not. Design - 10. Durability - 1. Customer service - 0. The only reason that durability gets a 1 rating rather than a 0 is that the opposite counter of the same material is fine. No cracks. That one must have been "installed correctly." I will avoid this company like the plague going forward.

I bought a countertop from them and when it got to the fabricator it was all warped and when the fabricator went to flatten it based on the info the company gives you (they wouldn't be bothered to call him and explain the process) the countertop cracked down the middle. This company doesn't realize that you order your order countertops ahead of time when you doing a kitchen remodel so you can keep the project on time. So when we informed them of the crack they were like you told us to late. Actually we told you about the warping on time they just didn't want to deal with it when it came time to actually flatten and it cracked in half. I should have listened to my friends when they also told me that the customer service at this company sucks but I continued anyways because I like the colors of the Countertop.

My contractor and architect ordered tiles in June 2022. They quoted us a delivery in mid or late September 2022. They’ve been telling us for weeks that it’s “en route” and it wasn’t until this week, late October, that they told us there was a production error with our order and they don’t have it. It has been fully paid for, since they demanded payment before shipping. We can’t move into our apartment because this is bathroom floor tile, and so the bathrooms are all waiting on it. Unbelievable, incredibly poor customer service, not even apologetic. The only thing they’ve offered to do is ship us the correct tile in a month — an extra month of paying NYC rent on two apartments — and probably more than that, given their track record.

Concrete Collaborative did an amazing job at bringing our vision to life in our new office. Their skills combined with their professionalism makes them a joy to work with. Highly recommend working with their team!

If I could give less than one star I would as well. Ordered and paid for their product 13 weeks ago and still no delivery date and no calls back. Have a finished bathroom with no floors.

If I could give less than one star I would. Absolutely terrible. Their flooring material had to be torn up twice and then they abandoned the job - and were fully paid for their defective materials. My GC, installer, and designer all tried to work towards a remedy with them and multiple contacts by my lawyer have simply been ignored by Kate Balsis. Their total lack of professionalism and ineptitude delayed my project months and their complete lack of any responsiveness or customer service is unlike anything I've ever seen before. Please look for someone else - this company is terrible. When my lawyer finally got in touch with Kate she pretended to not know about my problem despite responding to a google review and getting two notices from my lawyer. She said she would call him back and never did. Ignoring the problem is only making it worse.

CC makes nice concrete, but working with them took several years off my life. My partner & I went to their showroom in SF on a day they were advertised as open, to find them closed. We window shopped, and not being terribly fussy, we decided on something. I emailed them, and was immediately in contact with two lovely people who helped us pick out our second choice. (Our first choice was going to take too long to show up.) I paid, filled out the delivery form, and was going to put it all to bed, until Hailey stepped in. Apparently she did not like the fact that the GC in charge of our house renovation asked to have it delivered to our ... house. So Hailey asked many, many times, to the point of being offensive & saying things like "do you understand that concrete is heavy", if I was absolutely certain that I wanted it delivered to the residence. She was such a pain that we finally just asked her to deliver it to the fabricator, and then when her delivery driver used the wrong equipment to deliver, instead of saying sorry, she had the nerve to ask if he was an "actual fabricator", again blaming me, super offensive. Long story short, after weeks of silence from her on a delivery date, lots of client-blaming for our "unconventional" request to have the concrete delivered to our house, and 120 unnecessary emails back & forth, they managed to deliver it, 12 weeks after I'd put in an order that I was told would take 2-3 weeks. Enormously difficult to work with.

Expanding/converting a guest bedroom into a cozy lounge TV room. I connected with CC for a sample of the Lasso tile to confirm colors and received it in 9 days. They supported with calculating the qty of tiles and the timing from production to at home delivery was 9.5 weeks. They arrived in perfect condition! Their production updates, customer service, instructional pdfs for install and supplies are on point. Appreciate the entire team!