This has been the most horrible experience I have ever had with an onine company. We ordered granite tile for our countertops. The ordering process was smooth and the shipment arrived in half the time expected (5 days).in their policy it states to inspect shipment prior to the freight comany leaving. We along with the delivery man notced the broken granite when we first opened the box. The granite was not packaged correctly. The frst two tiles were broken and the next two tiles were cracked. We along with the delivey man finshed unpacking and noticed that we did not recieve one of the large cuts of granite.
After inspection we immediately contacted Lazy Granite. They advised us to take photos of the damage and send them in for review. We took over 12 photos and they advised that they could only see one. They treated us as if we did something wrong. The said that they would take our word for it after three days of bickering and no results. We assummed that they woud replace the four broken ones and send out the one that they left out. Wrong. They sent us the one they left out and it has been more than 5 days with no tile...
I spoke with a guy named Dustin who advised that they are not giving us free tile and that we could salvage the tile they sent out. They went on to say that we already got a free tile and they had to cough up the shipping. They treated us as if we did somethinf wrong. They told us that the four broken tile would have to be dealt with by the freight company and they are not resposible, he then stated that it would take 2-6 months if we filled a claim with the freight company and that they may only give us 20 bucks because the tile is likely salvageable. We tried to explain that we do not want the broken tile and we can send them back, we simply wanted our order to reflect the order we made online.
Dustin in sales was very rude! He advsed for the 8th time that he would have the supervisor contact me. Never happened. I am led to believe that two individuals run this company as sales, shipping and management. Poor organizational culture. Customer service should always be a top priority. He then advised that he could not release the name or number for the supervisor. I feel cheated...
I feel like they should have made us whole and sent out the 5 tiles and filed a claim themselves to the freight company. Lazy Granite packages their own product and they have their own freight company they use, so why are we being punished. Worse customer experience ever. I WARN you to not use this company!!! I know it cost less and initially seems like a good idea but it has been a nightmare and our biggest regret. Go with a credible company who respects you as a consumer, and more importantly a person.
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