Award Marble Ltd

A nice place

They were so forgiving thanks

Custom made marble tops in a variety of colors

The man that helped me was very helpful,. Nice products . Good choices.

Great product at reasonable price. The owner and the installers went above and beyond.Great people !!!

We ordered a tub surround and some associated backsplash pieces for the sink. The ordering process was quite easy and professional and everything proceeded well. The order was not ready as soon as I had hoped, but I remained flexible and delayed our project by a few days. When we went to pick up our order, we noticed that there was a significant variance in the marble pattern between the various tub surround panels. The back panel was very plain but both side panels had a lot of contrasting blacks and whites. We were not pleased that there was such a variance between our panels since it may look piecemeal or haphazard once installed. We explained our observation to the workers in the back manufacturing zone and they agreed that there was a big variance in our pieces. We were told that we would have to speak to somebody in the front office to address our concerns. This is where the trouble began. We spoke with a lady and told her, "there's an issue with one of the tub surround pieces," to which she blurted, "which one? There's a bunch, so I have no idea which one you're talking about". I clarified the discrepant panel and explained that it looked very different to which she responded, before observing it with her own eyes, "well, they're hand-made and poured up-side-down so they're all unique". We asked her to have a look and walked around the building to re-enter the pick-up zone where our truck was parked. She met us there and immediately defended the piece saying that it wasn't "that bad" and that nobody would notice once it was installed. She may have had a point, and perhaps we could have been persuaded at this point, but she was very aggressive and abrupt in her tone. We continued to voice our displeasure, attempting to coerce some semblance of a resolution. She then stated that Christine, the lady who took our order, had already experienced "trials and tribulations" with us and suggested that we were a pain in her ass. She kept stating that neither she, nor anybody presently in the workplace could solve our issue and that we would have to wait for a manager. I explained that we drove all the way across the city with a borrowed truck to pick up the order and were not able to wait long, so I wanted to know when one of the managers was due to arrive. She stated that one was sick and the other was at a business meeting. She then said that both were at a business meeting which had no known end-time, and that it may be till mid-afternoon when one would arrive... but that one of them at the business meeting was actually sick and that neither would answer their phone so there's no use calling them. When I asked for an estimate as to when we could expect their return (i.e. noon, one o'clock, three o'clock), she responded, "ARE YOU KIDDING ME? THEY'RE AT A MEETING!" At this point she was becoming more and more frustrated, and less and less helpful. Despite receiving no useful help or sympathy, the business failed to even suggest a way to resolve the issue. She proactively stated that "it wasn't bad enough to re-make the piece", but also stated that she "wasn't authorized to make those kinds of decisions". My spouse and I then began discussing our limited options, especially given the deplorable customer support. Whilst discussing, the lady went over to our truck, parked inside the pick-up zone in their warehouse, and began leaning on it. I was blown away that she was now personally interfering with our belongings. She stated that we had better get our truck out of the way because she was "closing the door" (which would have come down and crushed our borrowed truck from above). Threat. I worked in sales for several years and I would have been fired on the spot if I ever treated a customer half as bad as we were treated. I am not sure that I have adequately conveyed our experience but to sum it up in a few words, the business was: hostile, unprofessional, and unhelpful. All dialogue paraphrased from memory. Writing review one hour after encounter.

There are more issues with ordering from this company than meets the eye, but one of the pressing issues is whether or not you are paying a high enough price for the tub surround or deck you have ordered. If you are getting a veined tub surround, the samples you are shown are usually made decades to months apart, though they have tried to rectify the situation by making samples weekly to replace older ones. So when choosing a veining color, be aware it will not look like the sample. The owners are extremely irritable if you ask for a panel to be remade unless you are friends with them, or are paying the ridiculous amount of money they charge you for their premium sets. Second issue you will experience is the up and down of customer service. I'll be frank - the woman you speak with who is at the front desk, Christine, is the most amicable and understanding person you'll speak to aside from Colin. However she has no power or control over anything so do not take your frustrations out on her. Third issue is how the panels are made. The owner has issues with the materials providers he orders from and majority are fed up with him and his behaviour. That affects the quality of the panels and how they look, but you won't be advised of that specifically, just that it may look a bit different. When the panels are made, sometimes the whole order isn't made at once, especially when it comes to the largest panels for an order. Sometimes it's not even done by the same cultured marble technician, which adds to the odd qualities of certain panels. Biggest issue of all is how the technicians are trained. Two of the oldest technicians at the shop have been in the business longer than the owner, and have many techniques that make the panels as close to perfect in design. However the owners deep seated hatred of the previous company he acquired them from(that company's owner chose to go into a different field of business and closed up shop despite being extremely successful)has pretty much kept them from utilizing any of their skills to make the panels desired. Instead he has them do it his own way, which is what leads to the mismatching of panels or ugly detailing. Imagine pouring soup with a knife and that is why certain panels look the way they do. Finally, their turn over rate has not been good in terms of newer workers, as many previous technicians doing variety of jobs required for the panels were either dismissed on a whim or left due to verbal workplace violence. That in itself will greatly affect the quality of the items being ordered. In conclusion, the work produced at this company can be of highest quality when it needs to be, but the variable factors that prevent it from achieving said quality are quite potent and one must take that into consideration when it comes to non-consumable artisan items such as these.

Ordered a Banjo vanity for bathroom from Kitchen Kraft which is made by Award Marble. Paid a personal visit to AM to chose color and what we wanted. Spoke to Colin and chose a white on white with a rounded corner. Did not get the radius corner and when we questioned KK they were told by AM that this kind of thing is not done. Really..the inside corner is rounded and why would Colin say it could be done. Honestly don't think we got the white on white either?? KK compensated us for AM's misgivings so we kept the vanity. Not a happy customer.