ComplaintsforStewiacke Hardware & Building Supplies Ltd.

• Initial Complaint

  20/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  COUNTERTOP • ORDERED COUNTERTOP ON MAY 22, 2024. ********* BRAND. • ***** WENT TO PICK UP THE COUNTERTOP ON JUNE 30, 2024. BARTOP WAS NOT FINISHED ON BOTH SIDES SO HE LEFT ALL 4 PIECES THERE. • BARTOP WAS REORDERED. • HOME HARDWARE RECEIVED THE NEW COUNTERTOP. IT WAS THERE FOR ABOUT A MONTH. • CALLED ON AUGUST 14, 2024 TO PAY FOR DELIVERY. • AUGUST 30, 2024COUNTERTOP WAS DELIVERED. • BARTOP, TOO WIDE SINK, TOO SHORT STOVE+FRIDGE, TOO LONG • COUNTERTOP WAS REORDERED ON SEPTEMBER 2, 2024 • SEPTEMBER 20, 2024- CPUNTERTOP WAS DELIEVERED & INSTALLED BY *******. ******* WAS HIRED BY HOME HARDWARE TO INSTALL THE COUNTERTOP FOR THE INCONVENIENCE FROM THE PREVIOUS ISSUES. • PENINSULA TOP IS NOT CUT TO FIT SQUARE SO THE CABINET IS TWISTED TO GET THE COUNTERTOP LINED UP. ******* CUT THE FLOOR AND PUSHED THE CABINET OVER (DESTROYED, STILL NOT LINED UP) • ALL OF THE 90% CUTS ARE NOT 90%. • CUT A HOLE IN THE EXTERIOR WALL + VAPOUR BARRIER TO STICK THE COUNTERTOP THROUGH BECAUSE IT WAS CUT TOO LONG. • OVERHANG IN THE FRONT IS NOT CONSISTANT ALL THE WAY AROUND. • THE COUNTERTOPS ARE GLUED DOWN AND WHEN THEY GET RIPPED UP THE CABINETS ARE GOING TO BE DAMAGED FURTHER. • THE WHOLE BOTTOM CABINETS HAVE TO BE REDONE AND WE ARE WITHOUT A KITCHEN WITH A ONE YEAR OLD RUNNING AROUND. • DRAWERS WON’T GO BACK IN THE CABINETS. • THIS IS THE THIRD TIME THE COUNTERTOPS WERE CUT WRONG.

  Business response

  01/10/2024

  I have been and still am working with ******* and ***** to resolve the issues,  As per my e-mail sent to the customer  August 30th I am covering the costs of installation to cover off the inconvenience of the first top that they ordered being cut wrong by the fabricator.    Then unfortunately the replacement top came from the fabricator cut incorrectly as well, I was at the clients home the evening of the September 20th after work, with the installer, ensuring there was no permanent  damage done to the clients cabinets and setting up their kitchen,  this top has been installed temporarily to allow them a functioning kitchen in the mean time, as we wait for a 3rd top to be fabricated.  ******* also wanted to change colors after having the previous tops in her home, which I have accommodated and allowed the change as I am now reordering the top from a different fabricator due to the issues with the previous one. I am now putting in place to have the third top installed on Monday the 7th of October,  using a different fabricator and a different installer to complete the work.  The unfortunate problem with counter top being so custom it takes two to three weeks every time it is ordered for the product to arrive and be fabricated.
  

  I am really puzzled by this complaint as I have been working with clients and in contact with them thru this whole process,   taking on the extra effort and expense of arranging installation for the product they were going to install themselves.  At no point had I said "no" to them, or walked away or ignored them.  In fact the first notice came on my email as I was returning from the clients home going over things with the client, so I figured it was in error as I was still working with the client on a resolve.   ******* has been heightened, belligerent, and threatening with me, but I stand behind my company, our products and services and have taken the verbal abuse in my quest to provide product and service to the client.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩