CB Home and Interior Decor Silestone does not honor warranty against defects!

Silestone review: does not honor warranty against defects! 48

homeremodel of US

Jan 21, 2008 12:00 am EST

Resolved

Featured review

We purchased a Silestone quartz surface countertop in 2002 with a ten year warranty. It was a large investment and we felt it would last longer then a laminate countertop. However, we found a defect in the stone (chip) within six months and now we have two cracks and a seam that is easily noted.

The installer said not to worry about the initial chip in the countertop and said we had the ten year warranty to do anything about it. The choice I had was to drill a hole into the countertop and replace the area where the chip is in the countertop and I was afraid it would look worse then it does now.

We contacted Home Valu in the summer of 2007 and they sent out the installers who actually sent the pictures and description of the cracks to the Silestone warranty department. In September 2007, we received a letter from Oscar Jimenez, General Manager, stating the cause of the cracks was due to "settlement of your home" and would not be covered under the Silestone Limited Warranty. Our house was fifteen years old when the countertop was installed and this would not be an issue. I question if I would put this product in a new home since homes do settle in the first year. We have placed no heated objects on our countertop, however, one crack is close to the dishwasher.

I have been in contact with Home Valu, where we purchased the countertop, and they contacted Silestone also. Home Valu manager said a Silestone representative was to call and set up at time to look at the Silestone countertop in our home, however, we've never heard from them (September 2007). I have my third call to Home Valu to inquire why we have not heard from Silestone.

Silestone is an expensive product and in my opinion, Silestone is not living up to their warranty. Unless they change and honor their warranty, I would not purchase this product. I would also be concern placing this product into a new home due to the Limited Warranty which Mr. Jimenez stated would not cover "cracks due to structural movement, settlement of your home, building etc.

I am the original posted message and I am providing an update. With the help of great personnel at Home Valu, Silestone will be honoring our warranty. I am grateful for this since the cracks have extended across the counter and it now catches dirt and shows more. I hope the new counter-top will not have any issues.

Thank you Home Valu for your assistance.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Keywords:

chip countertop cracks defect installer limited warranty quartz surface seam stone warranty

48 comments

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Illinigirl

2 comments

Illinigirl of US

Apr 19, 2016 11:34 am EDT

Verified customer

Here is another picture of our cracking countertop. We also paid the local installer to fix it/prevent it from spreading and it didn't hold. The crack is growing.

View 0 more photos

21147

1 comments

21147 of US

May 20, 2016 2:22 pm EDT

We had Silestone counters and sink installed in our kitchen - all-in-one. The counters have lost their 'luster' and the bottom of the sink has tiny spider cracks around the drain. Also had the same situation in both bathrooms but no spider cracks in those sinks.

Kiley8955

2 complaint

2 comments

Kiley8955 of US

Dec 27, 2018 9:42 pm EST

Stay away from Cosentino Silestone products as they are crap and the warranty is not worth the paper it is printed on. My 20 month old silestone is cracked and Cosentino will do nothing about it. I have filed complaints with numerous agencies and will continue to as long as my countertop is cracked. Spread the word...Buyer Beware...

mhuntoon

1 comments

mhuntoon of US

Sep 05, 2019 11:49 am EDT

I purchased a countertop from them less than a year ago, chips very easy, total crap, and spent more on it than natural stone would have cost. Very pissed, wrote to the company but they will do nothing. I wish there was a class action law suit against them.

Mistic

1 comments

Mistic of US

Jan 02, 2020 1:27 pm EST

Verified customer

My husband and I had the misfortune of having to totally rebuild our home due to a river breaching and flooding our home. We of course were devastated and had to remove our 12 year old Silestone counter top that we had installed in a total home renovation 12 years ago. We loved the countertop and used the heck out of it with no issues. Well the counter top had to be replaced because once you crack the seems and remove it you cant put it back as it wont fit right and warranty is void.
Fast forward to now, after a horrible 6 months of insurance and hemorrhaging money we went with another Silestone counter top. One week after installation a cookie jar caused several deep scratches one being 6 inches long ( the same cookie jar NEVER scratched my old Silestone counter). The installers immediately washed their hand of me and said, its warranty work not installation issues. This was the beginning of October, now 1 rep and 1 supervisor later for Silestone who concurred it should not scratch that easily has been doing nothing but giving me the run around. I just want them to make a determination on what they will do, cover or not cover the claim. I cant get them to even give me an answer. I am not going to give up, mother nature victimized us with the flood and I refuse to let Silestone victimize us with the counter top.

serj stepanian

4 comments

serj stepanian of US

Jul 30, 2020 6:30 pm EDT

Has anyone taken them to small claims court?

serj stepanian

4 comments

serj stepanian of US

Nov 30, 2020 11:39 pm EST

Started a small claims suit against them in LA. does anyone have any advice to share with everyone here?
I hear all quarts chips. and this Silestone is one of the better ones.

Any suggestions? ideas?

thx

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Silestone Contacts

Silestone phone numbers

+1 (877) 532-6394
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+1 (786) 686-5060
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More phone numbers

Silestone emails

cs@cosentino.com

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Support

Silestone address

355 Alhambra Circle, Suite 1000, Miami, Florida, 33134, United States

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