Our experience with Romancing the Stone was disappointing, particularly when it came to…read morecommunication and the handling of an issue with our countertops.
On March 12, 2026, we met with Marie Pelosi to select new countertops. We chose our material, arranged payment, and were told we would be contacted regarding the next step. The templating was completed on April 11, and the original installation took place on May 5.
We want to make it clear that the original installers did an excellent job. They were professional, knowledgeable, and the countertops fit perfectly. The only cutting and drilling required was for the sink faucets. Unfortunately, after the installation was completed, the installers noticed imperfections in two areas of the countertop material and said they would notify Romancing the Stone.
The following day, Kit contacted us and acknowledged that there was an issue. However, it took several additional phone calls before we were contacted by a Daltile representative on June 8. Daltile inspected the countertops and attempted to correct the imperfections, but was unsuccessful. We were subsequently informed that Daltile would warranty the countertops and that replacement material would be delivered to Romancing the Stone.
We then went through the process of having the countertops re-templated and eventually had the replacement countertops installed. The second installation was more complicated because the countertops had to be removed and cut to fit properly. This meant additional disruption and the need to deal with plumbing and other work a second time--something we certainly had not anticipated when purchasing new countertops.
One part of the experience that particularly concerned us was receiving a call from Marie on July 20 asking whether we wanted a technician to make another attempt at repairing the original imperfections. At that point, we had already been told that the countertops had been warranted and replacement material was being delivered. We had already gone through the process of waiting for the replacement and having the new countertops templated. Naturally, we questioned what would have happened to the warrantied replacement material if we had agreed to another repair attempt.
Most importantly, after the final installation, neither Kit nor Marie contacted us to ask whether we were satisfied with the completed work or how the overall experience had gone. Given the amount of time, inconvenience, and additional work involved, we would have expected at least a follow-up call.
To be fair, the installers we dealt with were professional and did good work. Our disappointment is primarily with the communication, delays, and lack of follow-through from the company during the warranty and replacement process.
We hope Romancing the Stone takes this feedback seriously. Better communication, clearer coordination, and simply following up with the customer after a significant warranty replacement would have made a big difference in our overall experience.
Regards,
Cindy and Paul Roy