"Avoid, left with a damaged product after paying out thousands of pounds"

I have recently had quartz fitted in my new kitchen, which initially I was over the moon with. After wiping down some dust that had settled on the surface of the quartz, I noticed a defect in one of the slabs, so I promptly contacted the company to rectify the issue. Mistakes happen, and I would be happy so long as the issue was rectified. They told me that the defect could be repaired but at a cost of £180. I informed them that I would not be paying to resolve the issue, as I have a guarantee and have not even lived in the house, so why would I pay for an issue that I haven’t caused. At this point they sent me pixilated images of the quartz post fitting. So I asked for clearer images which were sent again blurred. The quartz also comes with a 30 year guarantee, so I asked for the document detailing the terms. They sent through a document for a 5 year guarantee, which is clearly incorrect and shows the level of incompetency of the remedial team. They then responded blaming the trades, as I have had plug points fitted in the corner of the kitchen away from the defect. The electrician was aware that quartz is brand new and confirmed that they haven’t cause any damage. After expressing that I wasn’t happy with the outcome and the fact that they haven’t even seen the defect in person, the company booked in a fabricator to look at the damage, threatening a call out fee of £150 if the issue was confirmed to be accidental damage. The fabricator came and assumed again that it was down to the trades. He stated that there was only two options I had in terms of the defect, putting a sealant over the existing issue or damaging the slab further so that there was a big enough gap to put resin in at the cost of £500. What was such an enjoyable experience had been ruined. Following this I am afraid about using the worktop, as I am now questioning the durability of the product as a whole, with having problems without it even being used. That being said that was the main reason I went for quartz and this company for worktops was; the reputation of quartz being a highly durable product, the company offering a 30 year guarantee, indicative of quality, and durability (clearly this is not worth the paper it’s written on) and their promoting of a high quality quarts with 97% stone. As I have gone to many other companies with comparable quotes. I am absolutely livid after paying out thousands of pounds to this company.

Update:
To add to the response from the company below. The exclusions were not explained whatsoever, and are still yet to provide me with my actually warranty and what it is for, which was never explained. Still doesn’t address the fact that no one has lived in the house, and it has been confirmed that no one has damaged the worktop. Which they are happy blaming everyone else for, even though they can’t provide clear Images at point of installation. Also, the defect was only visible with dust in it, and the fabricator struggled to find it, with the counter top being clean. So this is probably why it was missed! He also confirmed that even something as simple as a rough porcelain cup can scratch and damage the quartz, which is ridiculous from a product that is a kitchen counter top! There was no confirmation that sending out the fabricator would be a gesture of goodwill until I had put this review on. Be aware, if you go ahead, and you have any issues, you won’t receive any post installation support, without accusations, blame games and high fees being threatened at every turn.

" very happy customer"

Danny and jack were very professional and very helpful and have done a brilliant job
The stone worktop looks beautiful Very happy customer

"Having recently had my work top…"

Having recently had my work top replaced I would highly recommend Stone Synergy, they have been fantastic from start to finish, and the fitting crew were very professional.

I will use them again for my next project

"Amazing service with our fitters Danny…"

Amazing service with our fitters Danny & Jack! Great attention to detail with all the sealing and caulking and cleaning! Such fun and easy to get on with lads as well! Such a beautiful and amazing worktop as well! So impressed and happy with it all! Thanks so much!!

"Top Notch Job "

Stone Synergy did an amazing job with my worktop! Danny, the fitter, was fantastic—funny, polite, and a true professional. The workmanship is outstanding, and the finish is perfect. The team was tidy, quick, and incredibly helpful. Highly recommend their services!

"Unbelievably poor"

Our initial install was in September, after 3 visits with constant mistakes and poor work, constant last minute cancellations - we are still waiting for the job to be finished. I have never dealt with such a poor company as this. I actually can't express how bad they are

"Fantastic Service from Danny & Matt"

Firstly, I’d like to say thanks to Danny & Matt. The lads were fantastic, from templating through to fitting.
They were laidback, able to have a laugh, and made the entire process worthwhile.
Danny was very knowledgeable, sorted out part of the sink unit when they came back to fit so that the under mount sink fitted perfectly (missed comms when templating meant I didn’t realise about that part…).

The worktop itself is amazing, and we are so glad we decided to go with Quartz. It looks smart & elegant.

Would highly recommended!

"I’d like to thank Danny and Matt for…"

I’d like to thank Danny and Matt for their excellent work in fitting my new quartz worktop. From start to finish, they were incredibly friendly, efficient, and professional. Their communication throughout the process was spot on, and they did a fantastic job with both the templating and fitting. My new worktop looks stunning in my kitchen, and I really appreciated their helpful and friendly approach.

As for Stone Synergy, the company behind the worktop, the overall experience was great. Communication was good, the price was competitive, and the lead times were reasonable. The quality of the worktop is impressive, apart from a minor glitch on the hob cut-out, but it’s not visible, so it’s nothing to worry about.

Overall, I’m very happy with both the service and the finished result. Thank you!

"Quartz Worktop"

Quartz Worktop: excellent service throughout, I would highly recommend Stone Synergy. Danny (fitter) was brilliant, it’s not often you come across guys like this anymore, he’s a true expert in what he does and a massive credit to the company.

"Brilliant product and excellent services"

Stone Synergy is an amazing company run by brilliant people. Very pleased with my new quartz worktop. The initial quoting, fitting and customer services are all excellent. I would recommend Stone Synergy to anyone who wants beautiful and quality worktops with the best services / experiences.