Granite supplier sold our fantasy brown slab...what to do?!

Zippy Dudar

last year

last modified: last year

Photo: shows 6 slabs of the lot we were assured our counters would be cut from 2 of these slabs

hi - if you're going to answer in a snide or snarky way, please just don't.

My Mom is turning 93 on Tuesday. For the first time in 30+ years her kitchen is being redone.

She and I have planned it over a whole year. We took our time in finding precisely what we wanted and getting good workers (hard to find in rural New Hampshire).

Cabinets were backordered 5.5 months, but arrived in perfect shape--even more gorgeous than we remembered and dreamed--they have been installed beautifully, and the fabricator was here Monday doing templating for the countertops. Counters scheduled to be installed 11/21, with plumbing hooked back up 11/22 (Mom's bday)--right in time for Thanksgiving.

This spring I had traveled through 2 states to lab yards and stone suppliers to find exactly the Fantasy Brown slabs right for us. We even waited until we had found the perfect exact stone before finalizing cabinet vendor, colors, styles, lighting fixtures, etc. for the kitchen.

We paid 50% back in June for the slabs--there were 6 available at the time. At the time we told the vendor we had selected them and these slabs because the Fantasy Brown was very light, that we do NOT like nor want dark browns in our kitchen, and has greenish blue waves that we adored (which we matched not only exactly with our new island, but also we have painted that color below the chair rail in an adjoining dining room). In June when we said that--prior to buying--the woman told us this would be no problem because they would be cutting from 2 slabs, which she said were identical, like cutting a loaf of bread, and that we were not charged by the slab but the square foot, and would likely be using 2 slabs to get the light colors for our needs.

This summer and early fall I called 2x - just to make sure the slabs were still there--and was assured they were. I even went by after hours (given how completely wonky everything has been during and post COVID) and saw for myself that 2 slabs marked "SOLD" were there in the yard, and even took pictures for my Mom and me to admire and excitedly await the cabs coming in and getting these beautiful Fantasy Brown counters!

Wednesday (yesterday), as planned, we went to lay out the templates on the actual slabs. The blase, bored, patronizing young woman in minidress and thigh high boots drawled that the sink and adjoining part would have to be cut from X location. My Mom and I both said, actually, let's scoot it down a foot (and I showed her) to get the light colors and patterns. She rolled her eyes and said, Well, then you couldn't get all the rest of the stone you need for the other cabinets and island. I said "I guess we'll have to do some of that from the other slab, as you'd mentioned this summer." "Oh...if I said that...I don't remember. We're sold out of this lot. There's nothing left except this one slab."

Are there other Fantasy Brown slabs available then? we ask.

My Mom--in good shape, but 93 and it's sleeting outside in the dwindling light--and I follow the young woman who stomps out into the yard striding 30 feet in front of us, talking to the air and pointing at dark slabs after dark slabs. Nothing remotely like our gorgeous slab.

She says "Well, there's nothing I can do....this is what we have for you," flat-voiced and shrugging, looking at the clock.

I said we would need to talk to someone else to help us figure out how to solve this. She said no one else was there but the sales manager would be in Thursday/today. I remember the sales manager and she was a clone of the supercilious unpleasant girl who petulantly "helped" us Wednesday. We are pretty sure he will say the same thing. "Oh, no one should have told you we'd cut your counters from 2 slabs. We already sold the others." (Shrug)

What should we do? What do we say? Whom do we talk to or ask for? What leverage do we have? What recourse? or what can we ask them to do for us?

I already looked at the online inventory of the 2 suppliers they use (2 hours away, in Massachusetts). If their websites are current and updated (which they may not be) all the Fantasy Brown at both suppliers is dark.

We do NOT want dark Fantasy Brown--the slab we love had only the bottom 20% dark We don't want that. It will not even GO with our kitchen and all we have selected, bought and had installed otherwise re: cabinetry and shelving etc. It MAY be conceivable to get the L-shaped piece with the sink and range in it of the part of the slab we want and 2 of the others cabinet counters, but there is NO way the island can be cut from that same slab.

I will ask if they have a remnant -- but clearly the remnant will not be cut from the same lot -- but maybe at least it will be lighter than all the dark stone currently on display in the slab yard.

Any other thoughts? suggestions? Ideas?

Thanks - sorry for long post - and thanks again (not to put too fine a point on this, but my very stoic Yankee Mom almost burst into tears on the drive home...it has been a long process of emptying everything out of her kitchen -- and us staying in a rental house until the construction is done -- and her birthday coming up and Thanksgiving, and this imploding....really, really disappointing)

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Zippy Dudar
Original Author

last year

UPDATE: First--thank you for all your contributions and suggestions (we had considered Taj Mahal earlier, btw). Second---clarification: this is the fabricator--not the a stone wholesaler. It was the fabricator who sold our 2nd slab.

So, early morning called and tried to appeal to the Sales Manager, who said "I don't know what you expect me to do...that lot is sold out now..and I can't just, like, make you another slab, right? And you do realize Fantasy Brown is...um...brown, right? So, there's no way anyone, ever, could get you Fantasy Brown without any brown...or maybe I'm somehow not understanding the situation?"

I told her I realize she was frustrated--but she would also have to understand the primary frustration here rightfully lies with the customer--and it's inappropriate to speak to a customer this way....I don't want to have to escalate this to the owner, but will be happy to speak with him [used his nickname and last name which I had found online last night] to see what suggestions he might have about making this right, if she didn't have any ideas.

Then--as mentioned in my OP, and echoed by several of your kind, knowledgeable, helpful folks here--asked again whether there might be a remnant that, if not the same lot, came from a light-colored lot of Fantasy Brown, since I had seen a lot of nice, and large remnants in their yard this summer.

She became very nervous at mention of "Buzzy" the owner, and said "Um...let me see what I can do for you." She called back 7 minutes later saying "Oh my goodness! I was right! I THOUGHT there'd probably be a remnant that would suit your needs....and I can't believe I FOUND it. Come in, and tell me what you think of this one I just found. I think you'll LOVE it! It's even from your same lot."

What is the term for being 1/4 hopeful, 1/4 relieved, 1/4 joyous, and 1/4 livid....?

I got there and it was practically the entire slab...meaning, they'd sliced off only maybe one foot off the length of the slab--the darkest parts--and the rest was perfectly intact. This slab was literally our second slab. I don't mean "literally" the way these silly sales women would say it. It truly was OUR slab #2.

Long story short--we taped the templates to the slabs in the way I wanted them--gorgeous! And got down to scheduling. She reverted to her default attitude, exclaiming "You can't POSSIBLY think we'd be able to keep to that schedule, given the way you've delayed this, unless you want my guys to do a total botch job of it. I don't really think you want sloppy work...do you? If you do I can ask them if they're rush it." I conjured Buzzy again, and she disappeared to check the schedule--and lo and behold, she said, they already happen to be in our tiny little town on Wednesday and will arrive at our house at 8am, in time to get the water hooked up at the end of the day and to spend Thanksgiving at my Mom's house.

Fingers crossed!

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Comments (31)

olychick
last year
Oh, ugh! Sorry, I have no suggestions but what a perfectly awful situation for your mom and you. I hope a solution can be found.
Zippy Dudar thanked olychick
daisiesandbutterflies
last year
last modified: last year
I'm getting upset for you. Look and see if there is anything else you like that they have (just give it a try, you never know). Then I would try to get your deposit back. Look at the terms and conditions written on the receipt. Go above the sales manager, go to the owner. Calmly and logically tell them you want your deposit back, that you reserved two slabs that match in the light brown, and what you put your deposit on is no longer there, and that they left you in a bind now. If they are upstanding, they will apologize and give you your money back. (or at least a deep discount on a replacement of a different stone?) Depending on how they react, I would also contact the state consumer board, and the better business bureau. They may or may not give you back your deposit, but either way, unfortunately, you will need to begin another search.
Zippy Dudar thanked daisiesandbutterflies
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daisiesandbutterflies
last year
The only other thing I would add is try not to get too attached to that one slab choice, since it is so hard to find. Maybe someone who didn't have it before will now have it, since so much time has passed. Make a lot of phone calls, you never know.
Zippy Dudar thanked daisiesandbutterflies
beesneeds
last year
I would try contacting the sales manager. It sounds like you might have gotten there late in the day, were you dealing with a sales associate or a fabricator? It sounds like she was sales, but also if she was doing a layout she might be a fabricator? Perhaps another fabricator in the shop has your other slab or something. Maybe one hand didn't know what another was doing or another mixup that can hopefully be straightened out.

Are you sure the slab layout you were working with was yours? Is it possible it was a third slab that looked like your two- and it was the last unsold one on the lot? If your two slabs were showing as sold, maybe they are there. And the associate pulled up the one left that wasn't marked as sold.
Zippy Dudar thanked beesneeds
PRO
JAN MOYER
last year
There is not much you can do. The slabs were held for you , but not PAID in full? They were paid w/ a deposit? You're stuck with the bad actor in the mini dress. Get your money back.

You haven't said what perimeter counter top is - we only know you have a greenish blue island.

It's beyond disappointing when you have climbed through fire to please your mom - it's unfair, and nobody would argue. Also unfair? The level of "help" anywhere and everywhere these days.

You and mom are going to have to re select. Or live with a darker brown than you intended or wanted.

If you post the actual finishes, including floor? You might even get some help here.
Jennifer Hogan
last year
I understand your frustration and anger. Selling your slabs was unprofessional, unacceptable. . .

You can't change what happened, so the only solution is to find an alternate stone.

I am, by nature, a fighter. I hate when people don't do their job and punish them for screwing with me. But your mom is 93 and you need to focus on her being happy with the outcome. Your attitude is going to impact her happiness.

There are other slabs that will look beautiful. Whatever you find let her know that this was a blessing in disguise and that because of this blunder she got something even better.

When this crisis is over, take an hour and meet with the owner of the stone yard. Explain what happened and let him/her know that only because you are focusing your energy on spending time with your mother has he /she been spared the full impact of your wrath. If your mother's happiness wasn't a factor you would be spending the next year letting everyone know what a horrible experience you had with his/her company.

Then let it go and enjoy every moment you can sitting in the kitchen with your mom.
Zippy Dudar thanked Jennifer Hogan
ci_lantro
last year
Do the preferred templating and know how much more material you need from another slab.

Then ask to trawl thru the stone remnants. There is a good chance that some leftovers are from the original lot are lurking out there.

Don't go just before closing and do ask to speak to the people who actually work in the yard or in the shop. The ones who move/ cut the slabs.

Or give up the light spot and use the one slab.
Zippy Dudar thanked ci_lantro
cheri127
last year
This is just terrible! That Fantasy Brown is truly gorgeous and I'm sorry to say you probably won't find one like that again easily.

We found a very unusual colonial white for our beach house kitchen, no maroon, lots of blue green, never saw anything like it again. Well, the fabricator messed up and used the piece for my lower counter to do the powder room vanity. (We had to order a new cabinet which is why it wasn't templated at the time). I found out who bought the other slabs, there were three different fabricators, and reached out to all of them. One was helpful. I waited 8 months for them to do the job that used those slabs and they had just enough left over for me to finish my counter (just, with almost no overhang). The even did the edges for me and charged me wholesale. Saved my kitchen. Maybe you can get lucky too. Find out who bought the other slabs and make some calls. Good luck!
Zippy Dudar thanked cheri127
PRO
JAN MOYER
last year
They will never EVER tell you who bought the mia slabs. Not in one million years.
Zippy Dudar thanked JAN MOYER
Shoemaker
last year
You’re a great writer! Very descriptive- I could “see” the sales girl from your description.
Zippy Dudar thanked Shoemaker
PRO
Joseph Corlett, LLC
last year
Get your deposit back please. You don't want to do business with these people. Slabs are like dating; plenty of selection, but don't fall in love too quickly please.
Zippy Dudar thanked Joseph Corlett, LLC
Julia White
last year
Oh no! I just built my house and spent a lot of time picking my slabs. I almost went with a fantasy brown that looks a lot like the ones you picked. I didn’t want dark either. I ended up with blue moon granite. Maybe you could look at that as an alternative? Just a suggestion. Good luck .
Zippy Dudar thanked Julia White
HU-787167202
last year
Didn't open this because Fantasy BROWN sounds like one ugly slab to me!! Sorry for your frustration but like Joseph said as in buying homes too, ya can't get to attached--there's always another one around the corner!
Zippy Dudar thanked HU-787167202
HU-187528210
last year
OH NO! 😳

I’m so sorry!!!!
What about trying Taj Mahal?
🤎🤎🤍🤍🤎🤎
Zippy Dudar thanked HU-187528210
PRO
Jeffrey R. Grenz, General Contractor
last year
Get a full refund and find a new slab warehouse. Highly possible these sold for a premium and the competition for light colored slabs is fierce, especially when shipping was clogged.

Tips - We work through our fabricator for leverage. Pay and take delivery. You're competing with others who do this.
Zippy Dudar thanked Jeffrey R. Grenz, General Contractor
cheri127
last year
@JAN MOYER Well, our granite warehouse gave me the names of all three fabricators who bought from my lot.
Zippy Dudar thanked cheri127
PRO
JAN MOYER
last year
last modified: last year
Yes fine - you will get to the three fabricators, and never to where those are eventually going . Which is someone else's kitchen?

I'd get my money back from this mini skirted flim flam operation.

Once I take/reserve a slab or multiples in a lot at a warehouse? The fabricator I am using gets an immediate tag #, side mark my name and my client Via PDF and email. If I linger for weeks and have not had the slab picked up? I get a call.........."Using or not"? They'd never let it go without asking, and that is with NO deposit $$$
Zippy Dudar thanked JAN MOYER
upstatem
last year
This sounds frustrating. Is it possible to use the one slab and orient the darker pieces somewhere they won’t be as obvious? For example, my mixer takes up a big chunk of counter, and I literally never see what’s under it.
Zippy Dudar thanked upstatem
rebunky
last year
last modified: last year
Oh my goodness, this was the best stone slab story ever! You just made my day!

Reminded me of my favorite scene from a movie….

Oh how I wish I could have seen Miss Thang’s face when you mentioned calling boss man ”Buzzy” and then her suddenly finding your exact ”sold” 2nd slab real quick.

And then again, ”Shall we call Buzzy”, and suddenly the schedule is back on too! You are my hero!
gigi4321
last year
I love your writing style, love your story (your 93 year old mom, new kitchen, done by Thanksgiving (something else for you both to be thankful for, getting your original slab) etc. I especially love the outcome. You made all the right moves and got what you deserved! So happy for you. Can't wait to see the finished kitchen and hope you and your mom make many special memories and meals in it. Plus you have a great story to tell dinner guests. Happy holidays!
daisiesandbutterflies
last year
Fingers crossed! Post pictures when it's all done, please!
Rho Dodendron
last year
And don't forget to 'yelp' the company once you are satisfied with your new counter.
Jennifer Hogan
last year
Very glad your story had the perfect outcome.
PRO
JAN MOYER
last year
last modified: last year
Great outcome! GOOD FOR YOU! Here in Western NY ? Other things can really louse you up! Not far ( 60 miles ) from me? Buffalo , New York: ) with five FEET of flakes.....

Ii you're curious as to how this happens in a single day? Earth science lol......." Great Lake effect snow" Keep digging!
cheri127
last year
Wow! That's awesome!!! So glad it worked out. But Lord, to think all of this stress was not necessary at all. Sheesh!
mxk3 z5b_MI
last year
That worked out wonderfully! And good for you for sticking to your guns and firmly but politely escalating the situation. Please post pics when it's all done.
juliab51
last year
Yay! Hope you have a very happy Thanksgiving in mom's new kitchen.
racytango
last year
JAN MOYER Pro
It is actually very likely they would give the names off the fabricators. Sending business straight to them.
PRO
JAN MOYER
last year
last modified: last year
Yes racy I said...........

"Yes fine - you will get to the three fabricators, and never to where those are eventually going . Which is someone else's kitchen?"

Generally, when a fabricator calls for the slabs ? They are sold.....to a homeowner.

If this OP got hers, which is absolutely great? It was a remnant and the original stone shop was still in the wrong for the frustration caused, as they were tagged for this OP........and should also have been tagged for her fabricator
anna_682
last year
OP, update?

Granite supplier sold our fantasy brown slab...what to do?!

Zippy Dudar
Original Author

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Granite supplier sold our fantasy brown slab...what to do?!

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