ComplaintsforStone West, Inc

• Initial Complaint

  09/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased one 95” by 46” slab of sodalite stone material on December 28, 2021 from this firm. It was one of a bundle of six slabs, arranged horizontally with one finished face showing. We selected the top slab, that is, the one with the finished face showing. The sales staff moved some of the other slabs around but the one with the finished face showing was in our opinion the best suited of the lot for our purposes, and we chose to buy that slab. We took a few photos of that slab showing the majority of the slab in situ to document our choice. We paid $5,330.39 for the product with an initial deposit of 50% and the balance paid within 30 days. We were given a copy of Seller’s Terms of Sale, which provides “Seller is not responsible for any products left on Seller’s premises for more that 15 days after purchase” We informed the sale agent, Lance Garcia, that we could not take possession of the slab for a number of months. Mr. Garcia and assured us orally that Stone West would provide storage of the slab at no cost to us for up to one year after purchase. He also said that if it turned out that we did not want that slab, Stone West would exchange that slab for other slabs that we might want. We made an appointment for our fabricator to pick up our slab. As mutually agreed by telephone, we and the fabricator arrived at Stone West at approximately 3:00 PM on September 22, 2022 to pick up the slab. There were two slabs left of the stack of six, and it was clear that neither was the slab we purchased. Stone West apparently does not have possession of the slab we purchased, thus cannot deliver the slab to us. There is no issue that our slab has been damaged, nor is there is any provision in their Terms of Sale for payment of storage fees, or any other damages Stone West might claim We ask for return of our payment in full

  

  Business response

  11/08/2022

  The client’s claim that we do not have the slab he chose is false. Due to Covid disruptions, we held the slab for him out of courtesy for almost a year, and it is still provably here in our warehouse. We have nevertheless tried to make accommodations and resolve the issue favorably to both parties. We offered to let him choose a different product and apply his payment towards that. But since he no longer wants or possibly no longer does needs the slab he chose, he refused this offer and proceeded with this complaint to the BBB. It seems he is only interested in a complete refund, and since our terms clearly state this is a non-refundable purchase, he has launched this false claim that we do not have his slab.
  

  Customer response

  11/08/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18148543, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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