We are normally quite tolerable, understanding and adjustable to any issues with suppliers or businesses. Hence, I don't normally write reviews however it's essential for people to be aware so they don't get trapped. Their customer service team at the South Road showroom is caring, understanding, helpful, knowledgable and fantastic. However, your nightmare will start once you pay the deposit and then in the hands of their factory team. Their installation team is also quite good however there is something terribly wrong with their planning and e...xecution team in the factory. It's Lacking some basic and essential customer service skills of the vulnerability of customers, understanding, practicality and the complexities around the home building. I don't believe such customer service and a company exists in the 21st century in a beautiful country like Australia. If possible, please avoid them at any cost.
Stay away from them , they installed bench top on our new kitchen & did not seal the joins with silastic telling us they did not have the right colour with them they also refused to seal between bench top & splash back saying it wasn’t there job , after 8 years the bench top has huge hairline cracks in four different spots . Would never use or recommend them to anyone
After signing for the product the trouble began. Outdoor bench top and splash back were installed. The product was broken and they tried to leave it there without fixing it. Tried to blame the site and that it should have been different base to install on. Then couldn't get them to come back or answer our calls. Finally got them to remove everything. DO NOT USE THIS COMPANY
If you wish to order marble they ask you to sign a waiver that if the product is cracked or chipped during manufacturing or transport, they will glue it back together and should the customer want it replaced, its at the customers expense. I refused to sign this and they informed me that they will not manufacture. So they lost me as a customer. I was intending on ordering not only a vanity top but tiles for 2 x bathrooms at $400 per meter but after reading reviews and the waiver - Ive gone elsewhere.
Would Never Use Adelaide Marble Again
Adelaide marble were extremely difficult to communicate with and constantly let us down.
When it came to the install of my new benchtop they cancelled the first install date, rebooked for another date, I called on the day to see where the installers were and was told that they had used 2 different slabs when making the bench tops in the factory and that they had to essentially start again, this delayed the install another 10 days. Third time lucky the install was carried out.
After the install we were less then impressed with the clean up fr...om the installers, it took us a couple hours to remove the joining material that was splattered and stuck and to properly clean and polish the tops. Less then 9 months later one of the joins between the slabs has failed along with a small section of join to the edging. This wasn't a big deal to us as we knew if could be fixed. After multiple emails with no reply we finally managed to get a response from Adelaide Marble and we booked a day to carry out the repairs. On the afternoon of the booking we received a call to say they were running behind and couldn't make it, we rescheduled for later that week. Late afternoon on this day I called to see if the crew were still coming, I was told they “think they were” and they would get back to me in 5mins. We didn't hear back that day at all and are now going to have to rebook and hope the repairs are done. Will never use or recommend Adelaide Marble again!
Such Disappointing Service & Workmanship
I was always worried about having the stone benchtop component of our outdoor kitchen done. With a fast approaching engagement party and having read the online AMS reviews prior, I naively crossed my fingers and hoped my experience would be different.
To my dismay we had nothing but problems from start to finish with AMS. The sale was so slick, but the moment you handed over the deposit and set foot outside of the showroom, we had problems. Without writing an essay, I've outlined three of our biggest experience frustrations with AMS.
1) After...almost two weeks, the stone was delivered and on seeing the stone I knew immediately that they had made a mistake when cutting it. After pointing this out to the stone masons (subcontractors), they called Spiro (AMS Ops Manager) who argued that the stone is always checked to ensure it matches the template before it leaves the warehouse and that I had no option but to accept it! Very fortunately, I had taken photos of the template at the time they were cut and could prove that the stone hadn't been cut correctly. Finally admitting it was their mistake, they thought the quickest and cheapest option for them would be to just cut two off-cut pieces of stone and just bolt it on at a later date - which would have looked terrible. I refused that option and had to insist that they take it back and do it again properly! 2) Spiro was aware that we were under time pressure, but this didn't seem to make a difference. After several attempts to try and get hold of him, he finally took my call only to advise me that the stone masons would be returning to install the stone 5 days later despite confirming that the right size stone was in the warehouse. And of course, this delay lead to more headaches when trying to rearrange all the other trades to complete the 2nd fix (electrician, plumber and tiler). Whilst understanding that mistakes can happen, what was so disappointing was the lack of empathy and service. The stone masons returned to install the benchtop, with the stone correctly cut this time. But, the stone was badly chipped in one area.....no mistake this time, just shoddy workmanship! Again, I refused to accept the stone in it's condition, but couldn't afford to have them take it back again because of serious time constraints. Fortunately, the stone mason agreed to spend an hour patching up the chips as best he could. 3) The following day I noticed a large black marker pen drawing approximately 3 inches long on the inside vertical overhangs of the stone which was clearly visible, even from a distance. For whatever reason I didn't pick this up the day before. I thought at the time that a mark that obvious on the outward facing part of the stone could be easily washed off?? After trying for an hour to get the mark off, it hadn't budged. And again, I had to waste time leaving messages for Spiro, trying to get hold of him to get the stone masons to come back to remove the marks. Three days later the stone masons returned for a third time to use an industrial polish to remove the marks.
Terrible customer service, average product
Adelaide marble were terrible to deal with. Delayed install because one of their installers decided to chuck a sick day on the day of install. Was called approx half hour before it was supposed to be installed to be told they won’t becoming on the day. I had several other contractors lined up over the day and following days to get my kitchen finished off. Pretty sad when one person takes a day off the whole world falls apart for them.
As for the stone tops I feel they’re pretty average. Crap joins, crap finishing on the edges. Installers wer...e trying to come up with every excuse to not do the job when they finally came to install it. Over all it was a pretty crap experience with adelaide marble and I regret getting them to do my stone tops. Would not recommend them to my worst enemy. Premium price for a sub standard service and product
Great service with outstanding products. We used Tiles, floorboards, quartz tops, pavers, inside and out.
Looking forward to using your services again!
Specialists only in incompetence
In the spirit of honestly, this occurred about 2 years ago and was never resolved. I can only write this now without becoming extremely distressed, but I rely on other people's reviews so should also contribute to forums.
The beginning: Ordered custom made diamond mosaic tile in Carrara marble (honed). Exact sizing and specifications were written in to contract to ensure I could have exact fit in desired space without odd cuts, allowing for grout spacing. Cost approx $1,500.
Batch 1: tiles delivered. Tiler comes to quote. Advises to send ...tiles back as they are all different thicknesses and impossible to be laid as mosaic. AMS agree to re-supply. Batch 2: is exactly the same batch as first, now scratched on front. Allegedly they tried to grind down back of the small diamond mosaics. Der?! Returned tiles. Batch 3: new batch arrived but polished not honed as per contract. Returned to AMS.
Excellent Company and excellent tradespeople
I have recently had a Jag Kitchen installed and went to AMS directly for my granite.
I had the pleasure of dealing directly with Adriana who was most helpful.
I then dealt with Spiro who was responsive to all my inquiries.
He conducted himself with the upmost professionalism and as a bonus he was very knowledgeable, helpful and friendly on the phone.
The Granite bench tops were installed today and the installers Gary and Mat were meticulous in their craft.
Just loved having them there doing the bench tops of our new kitchen,
They cleaned up after they finished and left the workplace as they found it.
The job was done to my expectations and more. ...
Stone top and ceramic tile splashback instal....
time delays, three attempts to fit waterfall end as each time it was cut incorrectly, splashbacks were cut too small and hence thick band of silicon top and bottom, areas under overheads not siliconed, inset for stove top was not cut straight and induction top now out of alignment, fridge door dented, sink cut out too small so they requested we trim lugs off stainless steel sink but fortunately knowledgable plumber cut recesses into stone top, wet grey silicon dropped on and walked over large ar...
Terrible After market service
We are a leading Architecture practice and have specified Adelaide Marble on three occasions.
We have received extremely bad service after the product has been delivered to site on the three occasions we have specified their product. They simply wipe their hands of any wrong doing, instead of assisting with finding a resolution. We have now instructed all of our staff to never specify Adelaide Marble to ensure that our clients are not adversely affected.
Terrible service and workmanship
I recently had a granite benchtop (and island) installed by Adelaide Marble worth $5500.
I selected Black Forest but was apprehensive on what the stone would like like as it's subject to lots of variation between batches of stone. To alleviate my concerns the sales person told me that when it's measured up (templated) I'd be able to see and select the exact piece of stone.
This was a blatant lie. When I attended the factory, I was told it was too much effort for them to allow the selection of individual pieces and I'd just be able to vi...ew a batch of pieces and they'd select. I was told it was common for customers to "misunderstand" the sales people. Next - on the date of installation they installed the benchtops but not the island (no reason given) and advised they'd be out the following day. I was mid-build and had to arrange access. When no one arrived by mid morning I called up and they told me they weren't attending as they had another job. They told me they'd send someone to lock up (as I wasn't at the premises any longer). I returned in the evening to find out the house was still unlocked, they hadn't sent anyone leaving my home unlocked all day. They went back a week later (apparently) and told me that the island piece of stone was cracked. Another delay of two weeks occurred.
Horrible service, not to be recommended
My husband and I selected this company for the supply and install of bench top for our new house construction. The experience was very, very bad. They did not finish the job on time but very delayed which caused our house to extend the handover schedule. Three times they told us that the stones were damaged! What an alibi! Did not even care that their delays mean more cost to us! Besides, the manager assigned at the production is incompetent, always promised us a schedule but did not fulfill his promise. I am NOT recommending this company, it will just give you headache and a chance for a heart attack!... very disappointing! A big NO to this... never again use them.
Negative star rating!
Disappointing all round
The holes to fit the stove top and sink where off centre. I was blamed for not checking the templates. The stove top was then replaced. The bench top for the sink took 5 attempts due to faulty stone, wrong size twice, and then cutting the wrong edge. We have now found a chip but will live with it as we went three months without a kitchen sink. Never got an apology. Had to chase them to get a date to refit. Waste 4 Saturdays waiting home for them to arrive. An appointment late morning became 4pm.
The bench top was left with [name removed] smudges and pencil marks for us to clean.
We spent $7500.
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