Urban Stone Surfaces

ordered flooring, back splash and counter tops. 5 weeks after payment made we are still waiting for the counter tops. Delays, delays, delays, with no explanation why. Unanswered calls and little communication meant we had to go back to the store several times. We were actually told by Karen that it could be "Corona Virus or rail protests" that were responsible for the delays. After checking with another kitchen company we found out that there are 16 (yes 16!!) slabs of the Caesarstone quartz counter tops we wanted sitting in a warehouse in Montreal and they have been available from the start. No train delivery required they are sent by truck. Needless to say we cancelled the contract and were refunded.

Our kitchen reno project had it's hiccups, and our dealings with Urban Stone was one of them and very much unexpected considering they provided excellent customer care at the beginning of our project.

It all went wrong after the countertops were installed and we realized that our stove did not fit as expected. We have a fitted stove where the sides overlap on top of the counters and the front of the stove wraps over the front of the counter. The stove was available both times when they came to measure everything. The sides fit perfectly, but the back of the stove left us with a 1.25 inch gap from the wall. This is due to the fact that the depth of the countertop was cut to 26.25 inches.
We were told by Urban Stone that it was a standard depth, even though numerous Google searches and other Stone makers confirmed that the standard depth is actually 25.5 inches.

Not only did Urban Stone refuse to accept responsibility and cut down the counter to the proper depth, they also blamed us for the mistake, claiming that since we signed off on the measurements that it was our fault.

They agreed on their terms to add a piece behind the stove to fill the gap. Meanwhile the lid of our pullout recycle bins hits the front of the countertop since it is deeper than standard depth.

We are still waiting on them 5 weeks later to do the repairs. Empty promises of scheduled dates that ended up cancelled due to staffing issues. We have now been pushed back to mid January for the repairs since their focus is on installing new countertops.

We also paid in full when our countertop was installed. Word to the wise, never pay in full until after you are 100% satisfied with the product.

The only reason they are receiving 2 stars from us is because they actually did a great job with the finishing, but they failed miserably in customer care after the problem was reported. In my estimate, a reputable business should never blame the customer for their mistake. And they certainly should never force the customer to accept the product as is with a workaround of their choosing without offering some form of compensation, which they refused to do as well.

We had our kitchen counters installed by Jason & Dan. They were very polite & professional . The service was quick , clean . We felt with Phil st the office and was pleasant to deal with. They also did our 3 vanities and laundry room. The house looks amazing and we highly recommend them !!!!!!!!! Great service .