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Question form Silestone customers

Hello all, has anyone gotten anywhere getting them to cover their chips and cracks? mine is getting worse by the day. anyone who likes to share info and try to get resolution, please send me an email and lets discuss. thx serjs@***.com
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ID
#2332032 Review #2332032 is a subjective opinion of poster.
Location
Sylmar, California
Loss
$10
Preferred solution
Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Horrible product/horrible customer service

Update by user Aug 14, 2020

no update yet

Original review posted by user Aug 13, 2020
Only, 3 years old and i have reached out to Cosentino(parent to Silestone product) twice for chips and cracks. Answer is chips and cracks are not covered by our 25 YEAR warranty. CAN YOU believe it? Counter top material that chips on all edges on regular use. And really unknowledgeable field reps. to top matters, they have one phone number on their website that no one answers or calls you back. All roads lead to Rome and same local person at the end says NOOOOOOOOOOO. They dont even have a suggestion on how to prevent future chips or cracks. Our cracks are big and getting bigger. I am looking to sue them either in small claims court or gather enough folks to start a class action suit. Anyone interested? email me if interested please. Serj serjs@***.com

User's recommendation: dont deal with this company under any circumstance.

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ID
#2115205 Review #2115205 is a subjective opinion of poster.
Product
Silestone Countertop
Pros
  • Beautiful
Cons
  • Unpractical breaks chips
Loss
$15000
Preferred solution
Full refund
New Reviewer

Silestone will NOT honor warranty !!!!!

Silestone will NOT honor warranty !!!!!
Silestone will NOT honor warranty !!!!!
Silestone will NOT honor warranty !!!!!
Silestone will NOT honor warranty !!!!!
We purchased SILESTONE (COSENTINO) (Roseville, Ca) counter tops for our kitchen remodel from LOWES (Cotati Ca.) on 3/4/2016. After discussing different installation options, we chose to use Lowes installer which was COUNTER FIT STONE (Sacramento Ca.). All 3 of these companies knowingly sold / installed an inferior countertop which came with a useless 20-year warranty. The SILESTONE countertops were installed by COUNTER FIT STONE on 3/28/2016. Fast forward to Thanksgiving 2017 – YES, a mere 20 MONTHS after the installation. While cleaning the kitchen my wife noticed an approximately 6-inch crack running from the corner seam (were countertops make a 90-degree bend along wall) towards the sink. This spot of the counter top is in what we refer to as “no mans land” meaning the only thing you place in the corner were the crack is located is a picture or napkin basket. No cooking, No prepping, No washing of any items, nothing happens use-wise in this area of the kitchen and there is a visible crack. Just for the record my house was built in 1952 so I am not going to buy the “house settling” story. No worries I thought (Big Mistake), we have a 20 Year warranty and it has only been 20 Months…. No problem – Right? Absolutely Wrong. This is where all three companies – SILESTONE (COSENTINO), COUNTER FIT STONE & LOWES have collected their monies and now do not give two cents about the *** product and *** warranty they have sold and installed in your home – That’s Customer Care at its best. I emailed Lowes kitchen design department first 11/27/2017 to report the problem, they emailed SILESTONE (COSENTINO) which in turn issued a warranty claim number. SILESTONE (COSENTINO) advised that the installer - COUNTER FIT STONE would need to come out and inspect the crack. No problem, just let me know when and I would be there. Keep in mind this was November of 2017, No one ever contacted me to come out and inspect the problem. I have over a dozen emails for exactly 1 year where I am trying to get some sort of response from any of the 3 companies that profited from this transaction and NONE of them have responded. Today I sent yet another inquiry in regards to the warranty and finally received a response from COUNTER FIT STONE that the warranty claim had been denied as it was “Not a Manufacture Defect”…..What?…OK…what is it then is my question with no response. I guess a crack in an expensive counter top stone is normal after 20 months? After reviewing online complaints (www.complaintboards.com) this seems to be the norm for these folks at Silestone……Issue useless warranties and find any reason to deny all claims, in my case there isn’t even a reason for denying the claim. No one came out and inspected the crack. The claim was just denied after the Silestone countertop cracked within 20 Months of install. Please stay away from all 3 companies stated above as they all are dishonest companies that need to learn a lesson in CUSTOMER SERVICE and HONEST DEALINGS. BUYER BEWARE.
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2 comments
#2057342

To Kiley, I would take that wooden napkin holder off the counter. I found that wood will scratch Silestone very easily.

#2057344
@PissedConsumer2057342

Agreed. Thinking that maybe the weight of napkin holder might have caused the stone to crack.

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ID
#1431393 Review #1431393 is a subjective opinion of poster.
Location
Cupertino, California
Product
Silestone Countertop
Cons
  • Anything about this company
Reason of review
Bad quality
Loss
$4000
Preferred solution
Full refund

Silestone

I have had Silestone counter tops for less than a year. Now there is a chip in the stone by my sink. There was no big impact. Simply doing dishes I guess because it wasn't there before dinner, and it was noticed after dinner. It is not covered under the warranty. So what is? When I called customer service she was very curt with me. "Chips are not covered under the warranty." I was told to go to their website if I wanted more information. She in no way was willing to help me nor hear me out. Silestone is a bad product, and their customer service was worse. Please save yourself the heartache and do not purchase this product.
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1 comment
#1903119

Hello all, Has anyone had any luck with this company? They deny most claims against their 25 year warranty.

Anyone tried to take them to small claims court? thx

ID
#802100 Review #802100 is a subjective opinion of poster.
Location
Minneapolis, Minnesota
Pros
  • That i was told i would never have to worry about it
  • Beauty of the product
Cons
  • Customer service
  • Pseudo warranty
Reason of review
Bad quality

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