In March 2014, after months of searching for marble flooring for our new home, my wife and I found what we believed was what we had been looking for at Atlantic Stone. We were taken into the warehouse to see the material, but of the 12 crates we purchased (over 2300 Sq Ft) we were only allowed to see 2-3 pieces from 2 crates (company policy). Being uneducated as to what to look for regarding quality of material, we trusted Atlantic Stone to deliver a quality product. The material was paid for in full. Because we did not need the material for several months, we were hesitant to purchase so far in advance. However, Atlantic Stone agreed to hold the material in their warehouse until it was needed. After 6 weeks, however, we were told they could no longer hold the material and it had to be delivered. We argued that we were told otherwise, but Atlantic Stone refused to hold the material any longer without charging a ridiculous storage fee. My wife and I relented and the material was delivered to our installer's warehouse (Atlantic Stone recommended and referred) where it was held for another six weeks. Two weeks ago, the material was delivered to our home. After opening over half of the crates of material and laying approximately 70 pieces, the installers (again, Atlantic Stone recommended and referred) advise my wife and I that the material was defective; more than half of the material pulled from the first crates were damaged (cracked at the edges, chipped along the sides, ect). The installer went on to say that there was no point in continuing to lay the material as he would never have enough "good material" to work with. I immediately called our sales person from Atlantic Stone and advised him of the issue. This was on a Monday. Meanwhile, the renovation on my home was at a standstill because everything was waiting on the floor. My salesperson said that they would take care of the problem. However, as the week went on, I was put off and delayed. I was told they had more material coming in that week to replace the old, defective material but it never did. I was told that the owner's were out of town in Turkey and "unreachable" but that I could speak with the manager and he could resolve the issue. I took the morning off work to go to their store and speak with the manager. After waiting 30 minutes I was told by the manager, Ozzie, that he could not issue any refunds or credits or make any decisions without speaking to the owners....who were in Turkey. I had now been run around and delayed for a full week. The progress of work at my home had stopped for a full week. I don't know why a company the size of Atlantic Stone has managers in place incapable of resolving this type of issue or why in this day and age of technology, they are unable to communicate with the owners in Turkey. It is now 10 days later and I have not been contacted back by anyone. I have had pay to have the old, defective material chiseled up and removed. I have also had to pay to have the old, defective material re-crated. Finally, I have had to find and buy all new material to be installed. I have tried over and over again to resolve this issue with the owners. They are not cooperating. Because the material sat crated for 3 months, I was not aware of the defect until just 2 weeks ago. I have been told by three separate professional marble installers that this was not an issue in transportation. They all agree that his issue has to do with the material itself and that the material is defective. read more
