In August we had Mirror Quartz worktops fitted by Mistermarble. After carrying out extensive research we found their price to be very reasonable.
On the day the worktops were installed the two fitters actually cut the worktops to size on the pavement outside my house. This left a huge amount of mess and my partner had to spend several hours cleaning up after them and pay for our neighbors car to be cleaned. However, despite this, we were so pleased with our new worktops, they looked stunning! However, after a month our sink that they installed fell away from it’s fixings.
However, by January we noticed that there were a large number of marks and scratches on them. Some of these were actual cup marks. I had always been very careful with my worktops, only cleaned them with water and always used chopping boards and trivets.
We contacted Mistermarble and they sent one of their representatives to visit us.
The man inspected the worktops and then advised us that he would be putting in his report that in his view the worktops should be replaced free of charge. He advised us that there had been a number of complaints about the quality of the Quartz that had been used and as a result of this Mistermarble were now installing a much higher grade of Quartz. We were satisfied with the outcome of the visit.
However, since the worktops had been installed, my partner had spent a lot of money and effort installing Mosaic Tiles above the breakfast bar and worktops. He was worried that when the worktops were replaced, the tiling could be damaged. I assured him that under the circumstances Mistermarble would have to make good any damage done. Please bear in mind that Mistermarble had already admitted that they were no longer using the Quartz that we had installed due to the amount of complaints that they had received.
However, when Mistermarble contacted us to arrange an appointment to replace the worktops, they refused to compensate us if they damaged any of the tiling work that had been done. We could not believe that their Customer Service was so poor. There were several letters going back and forth in March and they simply refused to agree to our reasonable request.
Unfortunetely, in late March I was seriously ill and had to be admitted to hospital. It took me a long time to recover and it was not until early 2010 that we asked for a Solicitor to act on our behalf. However, to avoid the cost of Litigation for both sides, I decided to contact Trading Standards. Trading Standards advised me that Mistermarble were liable to replace our worktops and make good any damage under The Sale and Supply of Goods Act 1982.in July I wrote to them stating this act and they sent me a letter stating that they would be willing to replace the worktops. When I again asked them about any damage to our tiling, they again refused to compensate us in the event that any damage was done.
Due to the illness that I suffered in March it is really important that I minimise the amount of stress that I am subjected to and I was not well enough to face the upheaval of the worktops being replaced at that time and the possibility of damage being done to my kitchen. Their offer had no expiry date so I therefore waited until last week to contact them to arrange for the replacement worktops to be fitted. I had spoken to Trading Standards and they told me that Mistermable would be legally liable for any damage done whilst the worktops were replaced. However, if their workman were careful and took their time, there was a good chance that no damage would be done. I was looking forward to finally having my kitchen looking nice again.
However, I have just received an email from their Manager Jason who has informed me that he is refusing to replace the worktops as he considers that to much time has elapsed since his offer was made. I am extremely disatisfied. My partner paid over £2500.00 for my worktops and they are inferior quality and look terrible. No time limit was put on Mistermarbles last offer and they should replace these worktops.
I would think long and hard before dealing with this company. The Customer Service and after sales care is disgraceful. All they have done with us is argue and not face up to their responsibilities.
Unless Mistermarble are willing to reconsider their position, I will have no option but to take this matter further.
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