1 Customer Reviews
Review from John & Debbie D
1 star21/12/2021
In May 2021 following our kitchen renovation ‘Pierre’ at Eastop offered to replace a warped island counter top at no cost to us if we retained a contractor and gave them an installation date. Due to Covid and a fractured clavicle my wife sustained during the summer we were not able to secure a contractor until November. In December they suddenly reneged on their offer by informing us they had a replacement island counter top in their warehouse for the past six months ready for us to pick up. Since it had warped as it sat too long in their warehouse they would no longer provide us with a free replacement. While Eastop’s supplier did make 3 countertops during our dealings with them, two became warped and one was measured incorrectly by the original kitchen reno. contractor. Despite this, Eastop backtracked on their word to replace the counter top at no cost and did not tell us that they had another counter top in stock until it became warped after sitting for six months. We believe they were not fair or transparent in helping to resolve the matter amicably and to our satisfaction.
Eastop Counters Inc Response
02/12/2023
Were sorry to here that you were unhappy with ** trying to help resolve your problem with your island countertop. When your contractor purchased it he was well aware of the criteria of what was required to insure the proper installation of this countertop to prevent warping. When he first brought to our attention that the countertop had warped I asked him to send us pictures so that we can have the manufacturer look into replacing it under warranty. The pictures clearly showed that theres was no brackets installed which voids the guarantee. We still offered to replace the counter but that you would need to have a contractor do the work and make sure brackets are installed. Unfortunately the replacement countertop sat to long in our warehouse and eventually also warped. I offered to order a replacement again but unfortunately we would to charge for this one at a discounted price. We do pride ourselves at helping customers as best we can and hope this explains this unfortunate situation.
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