Complaintsfor1 Stop Kitchen and Countertops

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approx. 6-7 weeks ago my daughter & I went to 1 Stop Kitchens in Fredericton to order a countertop. We spoke to a lady & she showed us samples (attached) & one small display board. The display board looked like a larger version of the small sample but when the countertop was delivered it was different. I also believe it was unintentional, she said she had just started working there a week or 2 before. I feel like I was mislead because the counter top that was delivered does not reflect what I had picked out. I contacted the company on multiple occasions to state it was not the correct countertop but they were not willing to help. They would not take any responsibility for showing us an incorrect sample. I do believe it was not the correct one because they have a large display in the showroom of the countertop that was delivered but I was not shown that when I placed the order or when I went in to say I received the wrong one. When I was in to let them know it was the incorrect product they did show my daughter & I a sample board that had a note to show the larger sample on display, we were not shown that when placing the order almost 2 months ago. I feel the showroom display should have been shown to me when I ordered the countertop so I could see the full effect of the design, the small sample does not show any rust and the board that was shown did not have that either. Had I have been shown the correct display I would not have ordered that countertop. I would like a replacement, I feel there was an error made in store when showing me samples. The one delivered has multiple rust style stains like old cans had been sitting on it for a long time. No samples I was provided showed these, nor was I told it would have that look. I should have been shown the floor display if the employee knew that was the sample I had selected, I believe she showed me the incorrect board which is the one I originally wanted. Pictures of the uninstalled countertop are attached.

  Business response

  06/02/2024

  We are sorry that Ms ****** is not happy with her choice.

  
  The smaller chip samples that she took to make her final decision represent a 1.5” X 2” portion of the over all 8, 10, and 12 foot length. Laminates have a wide variety of pattern and design. Unfortunately a sample that size can only show a tiny portion of the overall appearance.

  We always offer larger 5” x7” board samples ( we have two ). Ms ****** choose not to borrow the boards, taking a couple of tiny samples to aide her selection.The boards better represent the overall pattern. We also have a 6 ft x 3 ft example of this particular colour on display in our showroom . We prioritize showing it to customers so they get the best representation of the material.

  This customer was in five months ago, and we cannot remember if she was shown the display but most certainly would have been offered the board samples.

  We can only offer recommendations but ultimately the customer makes and purchases their personal choice. The colour that Mrs ****** ordered is exactly what was selected. 

  Customer response

  10/02/2024

   I am rejecting this response because: It wasn't 5 months ago that I was there it was November 15. I was not shown the large show room counter top with the rust stains. If I had been shown that I would not have ordered that one. The employee waiting on me that day did not offer to show the large show room piece. All that was shown to me was what I put in my original complaint, the small samples.
  
  
  

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