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Business Profile

Countertops

Stone Coat Countertops, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/15/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed order SCC****** March 14 2025, two days later 20% Spring was offered, I called to get the difference but was denied. I emailed to cancel that order but there was no response. I placed a second order SCC306686 with the coupon March 18 2025. I received both orders on March 23 2025. I wrote refused/return to sender on order SCC******. I heard nothing and initiated emails starting 4/8/25. On 4/11 ****** emailed saying the items were received on 4/2 and my refund would take ***** bus days. On 4/24 **** emailed apologizing for the delay. On 5/1 TJ or Tyreice emailed saying part of my order was lost. I emailed back with photos of the boxes and ***** receipt. I can resend on request. On 5/2 ** said he submitted for a full refund on SCC****** and an additional $20 for the inconvenience. On 5/9 I received a partial refund on SCC306686 for $189.99. I emailed back saying this was not the order returned. I also received a partial refund on order SCC ****** for $272.11. I have exchanged 20 e-mails with this company and it is unresolved. This has been the worst customer service I've ever experience for a return and or honoring a discount. The resolution I am seeking is the remainder of order SCC****** including shipping and the $20 which equal $322.56

  • Initial Complaint

    Date:04/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a countertop treatment kit from the company in 2021. The treatment has now turned completely yellow, ruining the countertops in my entire home. (Entire kitchen, and three bathrooms) I contacted the company for a refund/solution. They refused. I asked where the information was on their website noting that their product yellows. They said they dont advertise that their product turns yellow. So they know they are selling a product that will self-ruin over time and are not notifying their customers.

  • Initial Complaint

    Date:03/15/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a very large project and called ahead to plan out my materials. Not only did they over estimate what I would need by more than half but they told me it would be in within 7 days. I specifically called ahead of time because I was selling my home and had to be done in a certain timeframe. More than a month later my now unusable products arrived. I never opened the packages. Didn't even cut the tape. I called about the return process and was told to include my order number but not to open anything. In efforts to not even cut the tape I wrote in marker on the original boxes my order numbers as directed. I paid several hundred dollars to ship it back in its original packing again that was never opened and was told they would issue a refund. Within my *** order I had tracking info and insurance. Immediately upon shipping, I sent a very detailed email to Stone Coat Counter tops including every tracking number from all 5 boxes. Again all company sealed from them as that is how they said it HAD to be to get a refund and by a certain date. Which was all done. After never getting a reply I called the next morning to confirm the boxes arrived and my refund would be issued within 7-10 days. I waited 2-3 days and called again and was told it was processing. After 10 days and seeing nothing, I called again. I was told by the lady she had no clue and would have to return my call the next day. I never received a follow up. 19 days later and a phone call every day since no one has answers to where my refund is. Finally got someone to answer to say the refund bounced. I then asked how much it was to be told it was $500 shy of what I paid. I asked why and they said all of the parts were not returned. The boxes were never opened. Now they are blaming *** saying they opened and repackaged the boxes. I followed up with *** and they have confirmed the boxes were never re packaged and were in original state of how sent them to me. Now I am out $ with no products.

  • Initial Complaint

    Date:08/13/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Returned product in may havent received refund I have contacted them by phone 8 times and hasnt been resolved

    Customer Answer

    Date: 09/07/2023

    See attachment 

  • Initial Complaint

    Date:07/11/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We watched many many videos and did all the prep work as directed. When mixing the product as directed, it began steaming and melting the mixing containers. There were three of us working together. We poured the product and it was just a clump and did none of the self leveling the product instructions described. The product absolutely did not perform as advertised. None of the instructions mentioned the heating that occurred when product A and B were mixed. These products heated to where the container was too hot to touch. This is a potentially dangerous product

  • Initial Complaint

    Date:10/28/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made online purchase of $208.13 on October 5, 2022. Wanted to refinish bathroom countertop. ***** ID is ******. After waiting and no product was shipped I canceled on October 19th. The funds were immediately removed from my account at time of order. I was told 5 to 7 business days. Today is the 28th of October. No funds have been returned. No product was ever received.

  • Initial Complaint

    Date:10/19/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/07/2022 I ordered 4 items from Stone Coat Countertops totaling $119.34. An hour later my wife and I decided we were going to go a different route with our countertop so we promptly sent an email to stone coat countertops asking if we could cancel the order prior to shipment. On 10/13/2022 I still hadnt received a response from them so I sent another email and attempted to contact them by phone several times with no avail. As of today, 10/18/2022 I still have not received a response from Stone Coat Countertops about my cancellation or refund. The $119.34 has NOT been refunded NOR have I received the shipment that was promised to be delivered by 10/13/2022.

    Business Response

    Date: 10/19/2022

    After careful review of the order in question, we do not have any record of correspondence or attempts to reach out via phone or email, therefore we did not receive the request to cancel this shipment.  The order, as of today, 10/19/2022 has been canceled and refunded in full.  The credit will be applied within 5-7 business days.  We sincerely apologize for the inconvenience.

    Customer Answer

    Date: 10/26/2022

     
    Complaint: 18244457

    I am rejecting this response because:

    The refund was issued OVER 7 days ago and has still not been returned to my account nor is there anything indicating a refund is in progress. Aside the refund, youll see the screenshots I provided with my original BBB complaint showing the multiple emails and phone calls I sent. 

    Sincerely,

    *********************

    Business Response

    Date: 11/17/2022

    We have reviewed with our accounting department and a second refund was initiated on 11/2/2022. The funds have been returned to the customer account.  We consider this matter resolved.

  • Initial Complaint

    Date:09/28/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 21st, 2022, I placed an order for an epoxy countertop kit for a total cost of $445.48. The kit was never shipped to me as the company stopped shipping to ******, this only came to light when I reached out to their customer service department after two weeks without an update and was told the order would not be sent out. I requested a refund and was told that one would be provided and I would be contacted by the accounting department with details. I was not contacted. I called and spoke with another customer service representative who assured me the refund was processed and I should wait up to two weeks for the money to be refunded to my credit card. After 2 weeks and still no refund, I tried emailing once again and received no response. I called several more times and was told they would look into it and contact me, but they never did. Over one month after placing the order I still have not received either the promised refund or the goods initially ordered.

    Business Response

    Date: 10/17/2022

    The customer worked with us through our customer service channels and we were able to confirm his refund as of 10/4.  Attached is the confirmation of the refund processed through our merchant services system, and the customer has been notified of the refund.  Please let us know if there is any additional action needed.  We originally submitted the request for credit to our accounting department, however, there was an error in processing the original refund to the customer, which was the reason for the delay.  This as since been rectified.

Stone Coat Countertops, Inc. is NOT a BBB Accredited Business.

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