Silestone

Here’s a review on VP Sales and Marketing home inspection of our counters. On 2/9/23 the VP saw the problems with the Silestone quartz and needed the factory representative to see the issues, so a 2nd visit was scheduled on 3/2/23. During the 2nd visit the VP stated they would replace the counters or offer a cash discount. Here is the email following up the visit.

@gmail.com>

Re: Home Visit

1 message

@gmail.com> Sun, Mar 5, 2023 at 8:13 AM

To: @suburbanmarble.com>,

Thanks for bringing Patrick to evaluate the quartz, unfortunately he’s new so he didn’t bring as much value as your

first trip. We can all agree the quartz in our kitchen is not performing as it was presented. If this was normal wear

and tear companies wouldn’t sell it.

When evaluating our options, we need to consider the condition of the counters when we sell our home. If we're not

happy today, we can only imagine what the quartz will look like several years from now. If we keep these counters,

we anticipate they will become a point of negotiation when selling the house. As a result, we will want to evaluate

both options, complete replacement or cash compensation.

We have experienced great frustration in getting your company to stand behind your product, it's a shame it took so

long to get to this point.

We look forward to your written response no later than Friday 3/10.

On 3/10/23 the company sent an email stating they will not make good on the VP’s promise.

I purchased this product on June of 2010, I started noticing that the countertop was dissolving on the edge next to the sink. Chips and pieces are coming off. Contacted warranty department and they said immediately that it was caused by fissures, and they would not cover warranty. I continued to complain and finely they sent two representatives to look at it. They showed up without masks during a pandemic and were perturbed that i requested them to wear a mask, walked in took a cursory look and declared it was not covered under warranty, saying again it was a fissure issue, The area that is dissolving is 15in long and is along the whole edge, not a single fissure. The Senguard seal failed.

I remodeled my kitchen and installed Silestone ET. Bella counter tops. I had to buy 4 slabs because of my counter space. So it was very expensive for me. The counter was installed in May, 2021. So it is not even old. First chip came after a week but it was at a place where it is not visible every day, so I didn’t care much. But now second one came up last week on June 7th, 2022. It is at my main counter space.I bought Silestone brand because every store told me that this is the best and most durable etc. etc. I was happy with the pattern.

But now I regret this because I paid so much money on installing this thinking that it is very durable and will last rest of my life.

So kindly do something about it. Send someone to resolve this issue as soon as possible. Because I don’t want it to get this worse.

Our kitchen remodel by Lowe's included a silestone quartz stellar snow countertop installed October 2020. The countertop has a ten year warranty .
October 2021 noticed a crack that was on inside angle area -it was after Lowes contractor had come to de-install and reinstall cabinets above that area due to quality errors- I mention this because that's the only stress the breadbox paper towel area of countertop ever experienced.

I contacted Lowe's executive customer service
( whom I had been dealing with on complaints on cabinets that lead to reinstall and reinstall of my top kitchen cabinets) and they contacted Granitemr.com who said this should never happen the countertops need to all be replaced. Just fixing crack will not work. Then I was informed by Lowe's that they would not do repair/or replacement because Silestone said I caused stress to countertop by misuse.
I filed a BBB complaint Lowe's responded by sending an independent inspector who visited me Nov. 10. The inspector said he would file a report and the process takes about three weeks before I would hear anything back, November 20 - ten days later- I was told Lowe's will not be replacing my countertop they are sorry- cracks are not covered under warranty.

I remodeled kitchen had new cabinets and countertops put in. Silestone Helix Counter top was installed in February of 2019. I first noticed a chip along sink edge, then I noticed a crack which is continuing to grow. I contacted Lowes's they sent out an inspector who says this is the 2nd one in 1 week that he was called to and wondered if it was manufacture defect. Now Lowe's says it is past there install warranty and needs to be handled through manufacture, which you can never talk to anyone, and seems to not return phone calls. I am in the process of filling a class action against Consentino because we spent several thousand dollars for these counter tops. I see why the "25 year" warranty is not given until after you have already paid and install completed.

Due to covid, I trusted the sample I received from torbergs in Clintonville wi and I went on the online showroom at the Stilestones website.
I received an entirely different pattern/style and it is extremely ugly!
I called Torbergs and they called Stilestones and both representatives came out, took pictures and agreed:

1). It's hideous
2) it's from a discontinued style and shouldn't have left the factory -it will be replaced.

Then I get not one but TWO denials for responsibility.
Basically they said there are two designs and I got the one that I would never have chosen /the one that didn't match my choice.

I am putting these pictures on social media, and, because it's in my newly built house - EVERY single contractor from the plumber to the building contractor and even our painter is aware of Stilestones decision... and agree that these tops are hideous!
Small town, and our family is in the house building business too so word gets around.
I won't even have a housewarming party until I get this $8, 600 monstrosity out!
Disappointed is not a strong enough word for my feelings.
The customer is always right -unless you buy from Stilestones!

Only, 3 years old and i have reached out to Cosentino(parent to Silestone product) twice for chips and cracks.

Answer is chips and cracks are not covered by our 25 YEAR warranty. CAN YOU believe it?

Counter top material that chips on all edges on regular use. And really unknowledgeable field reps.

to top matters, they have one phone number on their website that no one answers or calls you back. All roads lead to Rome and same local person at the end says NOOOOOOOOOOO.

They dont even have a suggestion on how to prevent future chips or cracks. Our cracks are big and getting bigger.

I am looking to sue them either in small claims court or gather enough folks to start a class action suit.

Anyone interested?

email me if interested please if interested.
[protected]@aol.com

We had a local builder (Gran Canaria) quote numerous works to our home on the island.
One of these projects was to supply and install a kitchen. The worktop options brought to us was purely Silestone. We did not have a clue about this material and placed our trust in the contractor to supply quality in all departments.
Two years later there was an issue with a small pot cup falling from the wall unit above. When falling onto the Silestone worktop we noticed there was two small chips taken out of the worktop from this one and only incident.
We contacted the the contractor last October to let them know about this issue, they said we had to wait for someone to be in the area to do the repairs or we would have to pay if we required repair immediately. When we were back on the island in February 2019 we tried to have the worktop repaired again but nobody turned up.
We travelled to Gran Canaria again in April, we managed to get an appointment for someone to make repairs on this occasion. Prior to anyone turning up we had an invoice sent to us for €67...we could not believe we had to pay for a worktop to be repaired due to this damage. This damage was caused in the easiest of circumstances and has caused huge concern with the product itself.
It's very easy to say now that we have the experience but we would never have bought this material had we known just how weak the properties of it's construction are, nor could we ever purchase again or recommend this to anyone.
The customer care when trying to deal with Cosentino Spain is one of deny all liability.
Cosentino was only interested in showing us and highlighting in the T&C's the exclusions to and potential claim for repairs etc.
Cosentino obviously have more experience with Silestone and it's weaknesses than a first time customer. An experience that has allowed Cosentino to draw up the necessary exclusions to their T&C's in order to aid denial to liability.
We have provided the contractor and manufacturer numerous opportunities to fix this
problem. A problem that is so obviously caused by a weakness in the properties of Silestone.
As a result of this non compliance from Cosentino we have decided to enlist the services of another contractor to remove and install a new worktop fit for the purpose.
Prior to installing a new worktop we are going to take many pictures and videos to show exactly just how easy it is to cause damage to this Silestone product.
We're well aware damage can happen in life, if the customer care afforded is second to none then this can restore your faith in a product. This did not happen with Cosentino but quite the opposite.
Please see pictures below.

We were told by Kitchenette, exclusive Thai kitchen maker, that Silestone was the ultimate surface for top kitchens, incl. commercial kitchens. I totally disagree after having spent a LOT of money on Silestone tops. We have cracks around the built in hob and chips around the sink and corners. We have had granite for 30 years - no cracks, no chips no stains. Cannot recommend Silestone!

We purchased silestone (cosentino) (roseville, ca) counter tops for our kitchen remodel from lowes (cotati ca.) on 3/4/2016. After discussing different installation options, we chose to use lowes installer which was counter fit (sacramento ca.). All 3 of these companies knowingly sold / installed an inferior countertop which came with a useless 20-year warranty.
The silestone countertops were installed by counter fit on 3/28/2016.
Fast forward to thanksgiving 2017 - yes, a mere 20 months after the installation. While cleaning the kitchen my wife noticed an approximately 6-inch crack running from the corner seam (were countertops make a 90-degree bend along wall) towards the sink. This spot of the counter top is in what we refer to as "no mans land" meaning the only thing you place in the corner were the crack is located is a picture or napkin basket. No cooking, no prepping, no washing of any items, nothing happens use-wise in this area of the kitchen and there is a visible crack. Just for the record my house was built in 1952 so I am not going to buy the "house settling" story.
No worries I thought (big mistake), we have a 20 year warranty and it has only been 20 months…. No problem - right? Absolutely wrong. This is where all three companies - silestone (cosentino), counter fit & lowes have collected their monies and now do not give two cents about the crappy product and crappy warranty they have sold and installed in your home - that's customer care at its best.
I emailed lowes kitchen design department first 11/27/2017 to report the problem, they emailed silestone (cosentino) which in turn issued a warranty claim number. Silestone (cosentino) advised that the installer - counter fit would need to come out and inspect the crack. No problem, just let me know when and I would be there. Keep in mind this was november of 2017, no one ever contacted me to come out and inspect the problem. I have over a dozen emails for exactly 1 year where I am trying to get some sort of response from any of the 3 companies that profited from this transaction and none of them have responded.

Today I sent yet another inquiry in regards to the warranty and finally received a response from counter fit that the warranty claim had been denied as it was "not a manufacture defect"….. What?…ok…what is it then is my question with no response. I guess a crack in an expensive counter top stone is normal after 20 months?
After reviewing online complaints (www.complaintboards.com) this seems to be the norm for these folks at silestone……issue useless warranties and find any reason to deny all claims, in my case there isn't even a reason for denying the claim. No one came out and inspected the crack. The claim was just denied after the silestone countertop cracked within 20 months of install. Please stay away from all 3 companies stated above as they all are dishonest companies that need to learn a lesson in customer service and honest dealings. Buyer beware.

We purchased Silestone (Cosentino) (Roseville, Ca) counter tops for our kitchen remodel from LOWES (Cotati Ca.) on 3/4/2016. After discussing different installation options, we chose to use Lowes installer which was counter fit stone (Sacramento Ca.). All 3 of these companies knowingly sold / installed an inferior counter top which came with a useless 20-year warranty.

The Silestone countertops were installed by counter fit stone on 3/28/2016.
Fast forward to Thanksgiving 2017 - YES, a mere 20 months after the installation. While cleaning the kitchen my wife noticed an approximately 6-inch crack running from the corner seam (were counter-tops make a 90-degree bend along wall) towards the sink. This spot of the counter top is in what we refer to as "no mans land" meaning the only thing you place in the corner were the crack is located is a picture or napkin basket. No cooking, No prepping, No washing of any items, nothing happens use-wise in this area of the kitchen and there is a visible crack. Just for the record my house was built in 1952 so I am not going to buy the "house settling" story.

No worries I thought (Big Mistake), we have a 20 Year warranty and it has only been 20 Months…. No problem - Right? Absolutely Wrong. This is where all three companies - Silestone (Cosentino), counter fit stone & lowes have collected their monies and now do not give two cents about the crappy product and crappy warranty they have sold and installed in your home - That's Customer Care at its best.

I emailed Lowes kitchen design department first 11/27/2017 to report the problem, they emailed Silestone (Cosentino) which in turn issued a warranty claim number. Silestone (Cosentino) advised that the installer - counter fit stone would need to come out and inspect the crack. No problem, just let me know when and I would be there. Keep in mind this was November of 2017, No one ever contacted me to come out and inspect the problem. I have over a dozen emails for exactly 1 year where I am trying to get some sort of response from any of the 3 companies that profited from this transaction and NONE of them have responded. Today I sent yet another inquiry in regards to the warranty and finally received a response from counter fit stone that the warranty claim had been denied as it was "Not a Manufacture Defect"….. What?…OK…what is it then is my question with no response. I guess a crack in an expensive counter top stone is normal after 20 months?

After reviewing online complaints (www.complaintboards.com) this seems to be the norm for these folks at Silestone (Cosentino)……Issue useless warranties and find any reason to deny all claims, in my case there isn't even a reason for denying the claim. No one came out and inspected the crack. The claim was just denied after the Silestone (Cosentino) countertop cracked within 20 Months of install. Please stay away from all 3 companies stated above as they all are dishonest companies that need to learn a lesson in customer service and honest dealings.

Buyer beware stay away from the silestone counter top.

Thank you,

KIley Olson

Cosentino employs false advertising claiming that the company’s quartz countertops are harder and more reliable than granite. This is false advertising. After three years of light use, one section of the countertop cracked from underneath the edge and through the surface, right between the posts that the countertop was put on. We did not apply force or heat to achieve such a result.

We ordered the countertops from the Home Depot on April 13, 2013. Stone Systems of Houston installed the countertops in four weeks. We were never given any warranty information on the product. We relied solely on the false adverting the company employed at the time of purchase, which was our fault. Still, the company was not truthful about its product and warranty.

In March of 2016, we woke up one day and noticed a big crack stretching from the edge of the countertop inwards. It has grown since. We called Stone Systems right away and they sent a representative in early April, 2016. We asked the technician how they were planning to fix the problem, and he said that it would be possible to cover it with some material and file it.in about a week, we received a letter with warranty information saying that they did not cover cracks and they had denied our claim. We called them and asked what the warranty actually covered. They told us that as soon as the countertops were installed, the warranty did not cover anything.

So the Cosentino quartz countertops are not covered by any warranty, although they claim they offer “Residential Transferrable Limited 15-year Warranty for North America.”

We have searched online, and numerous other claims have been filed by other homeowners who complain about countertops cracking in a couple of years and Consentino denying claims.

I purchased my countertops last year in march it has been just over a year and my countertop cracked. I have never done anything to crack it. I had to call multiple times to get a person to talk to me about the warranty and was finally told that the warranty would not cover cracks. This is so frustrating clearly there is a defect and the warranty is just garbage because they won't cover anything. My cabinets were in place for 3 months prior to the countertop going in and my house is 50 years old so its settled. This is clearly an inferior product and i too have experienced some clouding as others have said. They came and "repaired" the crack which they wanted to charge me for but thankfully didn't and it still looks like crap and I am just angry and heartbroken, We worked so hard on saving for our kitchen only to have our countertop break a year in!?!?!?!? I will never buy this type of product again and will be wary of any warranty promise . This company will find any reason to try and make the issue consumer fault. I am a seasoned cook and know what thermal shock is this was not the case nor was it a case of settling. What crap.

We installed a new kitchen in our 15 year old house. We chose SILESTONE "TAO" countertops. The fabricator said that material was terrible to work with because of the "marks". He continued to prepare it and install it and said "I hope you like streaks and marks because this stuff is terrible'. The next day we set some cool, wet dishes on the counter and it STAINED THE SILESTONE! Water caused stains! We immediately called both the fabricator and kitchen company. They came right out to see these stains and brought chemicals to try to remove it. With highly toxic chemicals and more elbow grease than a normal person has, they rubbed them out. But, before they left the house, the stains were back. The unanimous decision was that the TAO colour of this quartz is fautly.
The Rep named Rex for Silestone was called. It has been nearly a month now and he has still not come to inspect this mess. His specialty is giving the run around. He states that the slab isn't registered yet. Our fabricator registered the slab 2 days after he installed it. Their method of operation is holding onto reg's to delay having to remove their faulty product. DO NOT BUY SILESTONE ! I cannot stress it enough. They are unprofessional, sneaky and unreliable. I have MS and they know this and they are still leaving my kitchen in a state of limbo with no plumbing, faulty and embarrassing counters and no back splash. I'm living in a reno-zone and walking to the laundry room for running water with no end in sight all thanks to SILESTONE. I had granite in my last house and loved it. All the shop owners are raving about quartz so I tried it. What a mistake.
Also, the stains are accumulating like crazy as the days pass by. Everything that touches it stains it. If you must have quartz try Cambria or another company and look into complaints about the company first. I wish I had.

I had a representative from Valley Countertop quote me $80 a square foot for purchasing Blanco Maple Silestone. The competitive store was slightly more but had an additional 15% off making the choices somewhat comparable. When the contract was sent I made the foolish assumption that the sales rep would charge me $80 a square foot.

After providing my VISA and paying for both installments, I became suspicious that I was being overcharged. In fact the sales rep ended up charging me $82.99 a square foot, charged me for a part I never received, and the actual invoice was off by $20. They refused to do anything about this after repeated phone calls and e-mails.

In addition, the sales rep used my personal e-mail address to solicit me into her online chat group for professional women without my authorization or consent.

Be aware of this company's lack of transparency and questionable business practices!

Silestone Stone Systems of Atlanta - www.silestoneofatlanta.com

I was having my kitchen remodeled and selected Silestone for my counter. The cabinet salesperson contacted their local Silestone installer to call me so they could measure and cut the stone, they never called me even after several phone calls from the cabinet store. Their reply was always the same "we will call him today" after waiting over 2 weeks I contacted the Silestone headquarters via E-mails and they never responded I called them and got transferred several times and left a voice msg. I received a call back and he provided me a phone number to another distributor I called them and left a voice msg, guess what no return call. I called the co. representative again and he called them to find out why they weren't responding only to be told they don't sell to retail customers and they provided another co., even their national representative doesn't know who can sell their products. I called the third co. and they came out to take measurements and scheduled another co. to come out and make a template. I told them of my difficulties and they told me they had my style in stock. I paid a 50% deposit and after the template was made they said they would contact me the next day to confirm when they would have it ready. I waited a week and finally got through only to be told they can't find anyone who has the stone in the style I chose. This co. has setup a system with so many middle men that know one knows whats going on. Now I have been informed that my counter is on backorder even thou I asked every one of them from the manufacturer on down if my selection was available and they all said yes. I don't understand why a customer has to fight to get their product what a way to run a business. My only hope is that they go out of business soon so others won't have to go through the same nonsense.