Customer ReviewsforStone Warehouse, Inc.

Had a pallet of travertine stone (French pattern) delivered via freight and noticed damage before unloading - had to reduce deck size accordingly but will still may be short as many of the 16x24" large stones were damaged that are needed to finish the pattern. I will have to modify the pattern to complete the project - very disappointing considering the order of 1 pallet was over $1,400! As instructed, I listed damage on the delivery receipt and sent pictures. I soon noticed the lack of response from the sales rep ******************* that processed the original order. I even questioned him originally about damaged material as when my pool was built, damaged material caused delays as well from Stone Warehouse - that's the main reason I ordered from them was to match the tile previously installed by the pool company. After 3 weeks (told original claim process was ***** days), I managed to call and got *** on the phone after repeated texts and emails with no response. He proceeded to tell me the claim was denied (never bothered to let me know). He claimed the pictures I sent showed damages less than the 7% in his opinion - their terms and conditions specify as the minimum to file a claim. I explained that the damage was closer to 20 ft2 as many of the corners were chipped off but the main problem was with the larger stones being cracked or chipped and that I needed them to finish the pattern. What I got was a lot of double talk. Be aware before ordering that if material arrives damaged, Stone Warehouse will do their best to wiggle out of resolution. Not to mention delayed shipping as the shipping company could not offload the material on the first attempt. It is obvious at this point most of their work must be with contractors with heavy machinery to offload and not homeowners. I found several similar complaints about Stone Warehouse online after the fact so I wasn't the first person to go through this with them. So disappointed