Colonial Marble and Granite

Terrible poor quality granite rough spots all over looks real bad and they won’t fix it they say it’s normal

I wish my countertop and backsplash looked like the photos on their website but instead, I can't get anyone to come out to finish the job and I have been waiting three weeks with excuse after excuse. I can never get a person on the phone and they only call if they want money. I have had people come out four times to take the same measurements in the past month and then, after the last visit, the day before they were to come out to install, the CAD department sent an email saying the cost went up by over $2,000 and they wanted payment immediately. The email said they would try to call me, if they had the time. Of course, I have tried to call several times in the last two days with no call-back. So, they have moved installation three times, left my walls a mess, cannot get the measurements right, and want full payment. This is what the full length of my countertops have looked like for the past three weeks while they are "trying" to get the measurements right.

Our counters were supposed to be installed last Tuesday, March 8. Our order consisted of 6 pieces of quartz: one island, 4 perimeter counters and one bathroom vanity counter. The truck arrived on Tuesday morning and they only had the island. I called the office and Donna told me they only had the templates for the island, which is not true. I ask to speak to supervisor (1st time), and she says she will have someone call me back. In the meantime, the installers bring the island counter in from the truck and IT IS 3/4" TOO SMALL. They are holding the template which states that it should be 56 3/4" wide and it is 56". The island abuts a column with the back edge up agains the column, the front edge of the counter at 56" barely passes the face frame of the cabinets, meaning when drawers are put in the drawer fronts will stick out past the counter edge. I tell them to put it back on the truck, it is not being installed like that. Donna calls back and says they "found" the templates for the other 5 counter pieces and they can be installed Saturday. I let her know the new issue with the island and ask them to please speak to a supervisor (2nd time). Donna says someone will call me. No call. A few hours later I call again and ask to speak to Victoria, our sales representative. I am told she is not in today. I am transferred to Wendy's voicemail, where I leave a voicemail. Finally I am so pissed I go into Colonials KoP office. I ask to speak with someone to help me with my problem. After 1/2 hour Wendy comes and tells me the island was cut to those dimensions because the dimensions templated were larger than the slab. WHAT? Problem #1: why would no one call us to tell us that there was an issue? Problem #2: when we were installing the base cabinets for the island with our contractor, I called Victoria and made sure our dimensions, with the overhang we had laid out would fit on the slab before the cabinets were bolted to the floor. She said yes, the slab was 72 inches wide. I ask Wendy if this is how they normally do business, just cut it willy nilly and hope it works out?? I ask to speak to a supervisor (3rd time) and that a new slab needs to be cut with the stool overhang side made smaller to accommodate the size of the slab. And I say that I want a discount. She tells me that she is not authorized to give discounts, so I say have someone call me who is. Days go by of me calling Wendy 2-3 times per day to get a solution. Leaving voicemails, Wendy calling back and saying give me a sec I have to call you back after I review the notes, never calling back. Finally Friday morning, Wendy calls and says the solution is to put a 3/4 backsplash piece around the column and use the island that has already been cut. NO NO NO ABSOLUTELY NOT. I tell her that is by no means an acceptable solution. The island counter cost over $5000 and I am not taking the incorrectly cut piece you sent out so you can save a few dollars.

We went to Colonial Marble And Granite mid August to purchase quartz counter tops for our kitchen. The process in the show room was easy. We picked out our desired slab, paid 1/2 the cost, and set the date for them to come measure our kitchen to ensure that all the slabs were cut properly. Installation was scheduled for 8/31/21 and we had to pay our bill in its ENTIRETY prior to installation (I now understand why that is their company policy and so will you after reading the remainder of this review). Our total bill for our kitchen was $5500 (that was for about 40 sqft of quartz). 8/31/21 (original installation): -two long pieces of quartz by the sink were cut incorrectly and could not be installed -the piece installed by the oven was cut incorrectly and was installed incorrectly (lifted right off the cabinet when we checked) -island slab had chip/imperfection at the top -all our plumbing and sink was disconnected and we were unable to use our sink or kitchen until they returned four days later with new slabs of quartz 9/3/21: -pieces by the sink were once again cut incorrectly. The technician on site had to cut the quartz and out wall trim in order to install the new slabs -they were able to fix the slab by the oven and install it correctly -technician attempted to fix the island chip and was unable to do so. wrote on his report that it will not be able to be fixed 9/8/21: -technician was sent to fix the chip in the island and was unable to do so 9/17/21: -there was a scheduled technician that was supposed to come to the house to once again fix the island chip and we were informed the day before that no one was going to come. We only found this out because we called to ask what time the technician was coming the next day. 9/28/21: -sent another technician to repair the island chip and he was unable to do so. Once again wrote in his report that it can not be fixed 10/7/21: -manager was sent to inspect the chip (we were told we could not get another slab until a manager came and saw it for whatever reason) 10/12/21: -island slab was picked up and taken to the shop to be evaluated for repair or replacement 10/14/21: -installer came to place new island slab since it was unable to be fixed. After installation realized that the island was cut incorrectly and had to remove it and take it back to the shop -Told they would come to reinstall the new island slab on 10/19/21 after 5:30 pm so that my husband did not have to miss work 10/19/21: -New island was delivered at 8:00 am and my husband was late to work During this entire process we were mainly dealing with someone named Wendy. My husband or I would talk to her every week, sometimes several times a week, in order to attempt to rectify that issues that we were experiencing. She was doing her best to get answers from management, but no one from management reached out to us until over a month after all these issues began.

Colonial Marble & Granite kept me in the loop every step of the process, always calling the day before, and then before arriving. Technicians Elvis and Semual were professional, personable and did a stellar job. Everything fit perfectly and no obvious seams. The plumber, Justin, was also a delight to work with. He cam a day later to allow the silicone for the under mount sink to cure. Both days, the workers cleaned up and left everything spotless. Thank you for the great experience and the beautiful new countertops.

Terrible experience! I'm currently two weeks late on the completion of my project and this is solely because my countertops are incomplete. My clients are currently waiting to move but cannot do so. I am trying to be patient but this is way too much. Save yourself the headache and go with someone else who cares about the customer!!!! I will never use them again,

My real rating is ZERO stars. I have never had such a horrendous experience with a company as with Colonial. They may have done good work in the past, but they certainly are not doing it now. The sales team does not know their product, the marble cutting team is inept, the customer service reps are unresponsive, and upper management is invisible and completely unreachable. We are in the middle of an $18,000 kitchen counter install that is a colossal screw up. We’ve been living with a half installed job for over a month. We met with a salesperson in January to move forward on a job we had previously put a deposit on as part of a whole house renovation that had been delayed. The salesperson was completely clueless about the stones on display, but we put together a plan and left expecting to hear back on an install date. After 3 weeks of continual calling to and unresponsive salesperson, we discovered that the salesperson was no longer with the company and one of the stones had cracked during cutting. After another 2 weeks of calls we were given a new salesperson who helped us select a different stone. This person at least seemed to have some knowledge of the stones and how they might perform for our job. After yet more calls, an install date was set. The installers got half of the stones installed and went to put the final 2 in place. They were cut wrong. More calls, more delays and they sent someone to cut a template rather than use the laser. In the meantime we began using the one sink and found that, even after 4 applications of sealant, even water was soaking in and staining one of the stones. The response from Colonial was that we were the first to use this new product. So we were involuntarily their “test kitchen”... The installers came again with the newly cut stones but as they went to install found it was the same incorrectly cut pieces from the first install. Back to more excruciating calls trying to get service. We finally got a sales manager to deal with us and went back AGAIN to find a solution. By now it was evident the stone selected was not going to perform as the staining issue was serious. The sales manager offered to replace the stone “as a courtesy”. They were willing to replace the stone with our island stone for almost double our total cost ($27,000), replace it with a stone of equivalent value, or replace it with a less expensive stone without a rebate of the difference. The conversation was beyond frustrating. The next day we got a call from installers on the way to install our remaining countertops. But we hadn’t yet made a decision on the stone...so what were they coming to install? The same incorrectly cut pieces of stone from the first two install attempts. It is now the second week of April. We still have a half finished countertop and no resolution. I have asked for the owner to call us at least a dozen times over the past month. We are still waiting for a call. Do not waste your money or time with Colonial.

Let me preface this by saying that I have never left a bad review for a company before. I pride myself in being a very understanding and compassionate individual, as I have worked in retail and I am all too familiar with unrealistic expectations of customers. But, this experience with Colonial Marble was so, so bad. I believe it’s my due diligence to let others know of the very poor customer service so that they do not make the same mistake that I did in using them for my counter installation. DO NOT USE THIS COMPANY FOR YOUR COUNTER INSTALLATION!!!!!! I would give Colonial Marble and Granite 0 stars if I could. This was the absolute WORST customer service experience that I have ever encountered. Colonial Marble is unresponsive and apathetic toward the needs and satisfaction of its customers. I would not recommend them to anyone. In December, we went to the showroom to pick out a countertop. We selected the River White Granite option. We had our counters installed on January 6th. The counter tops that were installed were not River White. Instead, they installed Gray countertops. After searching on their website, it looks like they installed the S F Real Granite. Of course, we called the company. They admitted to us that they tagged the incorrect counters when we were in the showroom and that they installed the wrong counters. They openly admitted their mistake to us over the phone. We paid $3,000 for our granite countertops. You would think that a company that knowingly committed an error would do everything in their power to right their wrong and leave their customers happy and content. Nope. First of all, my husband must have tried to call them four or five times before he got a call back (this was only after threatening legal action – what else could we do?! They weren’t calling us back!) Once we FINALLY got a hold of someone, they offered us 1/4 of our money back. They did not offer to install the correct counters. As a customer paying good money for granite countertops, we declined their offer and asked for at least 50% - which should have been the bare minimum. Again, we waited about a month for a call back. After two months of attempting to call them and not hearing a response, we finally got a hold of them. They compromised with a partial refund (1/3 of our payment). On February 8th, I signed an acknowledgment settlement in order for our refund to be processed. It is now March 22nd and our money was JUST issued this morning. I emailed them twice last week and have called four times this week. I FINALLY got a hold of someone today. But we are still waiting on our resolution to this several month-long process. I realize that we are in the middle of a global pandemic and that businesses are under pressure. I realize that people make mistakes. But what has bothered me more than anything is their utter apathy and lack of response to their paying customers. It is incredibly rude and disrespectful to blatantly IGNORE the consumers of your

I DO NOT RECOMMEND COLONIAL MARBLE AND GRANITE. They have a great selection and we found a gorgeous quartzite. The sales person was attentive and helpful. He gave us the date for the measurement. I called to confirm two days before that date and they had no record of it. The installation was horrible and they had to take back stone to re-cut again. The 2nd attempt at installation went better, but we’re not happy with seam in island and cut around sink. I expected better craftsmanship when spending $7,300. I wish we had went to another store.

Cannot recommend enough against using this vendor. If I could post a review with no stars, I would. While our initial sales/purchase experience was fine, the installation was entirely disappointing (in every way) and it took Colonial FOUR TIMES to properly install a tub countertop, resulting in re-work by our contractor ($$$) and months of delay. The installation delayed our bathroom project by 3 months (it's still not done because we "lost" our contractor's time and it created subsequent delays with other orders/installations). Some of the installers/templaters sent to our house were rude and slammed doors constantly going in and out of our house for hours as they attempted to correct their mistakes. The manager working with us at Colonial's facility was hard to track down and continued to approve and schedule improperly cut materials brought to our house that had to be corrected/re-installed AGAIN at later dates. Colonial ended up costing us thousands of additional dollars with contractors and we are still battling with them to compensate us for the impact of their terrible work. While their sales team might be pleasant enough (not surprising!), their on-site cutters and managers are beyond sub-par. You'd think for what they charge for their stone that they'd treat it with a bit more respect, but they honesty don't seem to care and aren't concerned with how their shoddy work will impact you or what additional costs you will incur. DO NOT USE.

Very poor craftsmanship on installs and will not fix mistakes. Save your money and go elsewhere. Nothing but a headache dragged out for months. Chips in countertop and will not replace.

I left this review for KOP location since that is the corporate location but wanted to share it here as well. Where do I even begin. I would suggest you do not go to Colonial for any of your counter needs. While i am happy with the product we picked out, the hassle and poor customer service left a bad impression on me. , I don't think i would be eager to recommend Colonial to anyone. As a matter of fact, I won't recommend Colonial to anyone. Once you finalize your selection with your salesperson, dont expect him or her to be of any more of assistance. I exchanged about 46 emails with our salesperson regarding our sinks and it was nothing but a mess. I regret not cancelling my order at that time, even though deposit was put down. Low and behold, day of installation, the cutout for the kitchen sink was 10" off. Ten inches people. The installers told me that it happens "once a year and that i happened to be the unlucky one" However, reading all these reviews now, it seems to be a comm