Stonesense Inc

I had an awful experience with this company. I recommend going somewhere else that will not cause you a headache. I needed to chase down Orlando for months to the point where I went back to the shop to demand a time for the measurements to be done. He couldn't even give me a specific time of day, just which day they were coming. After the measuring, I needed to call basically every day trying to get a hold of Orlando. He would even claim that he either never saw that I called, didn't get my messages or that he had been calling me. I finally spoke with a woman there and demanded that I have an installation date for my kitchen counter within the week. She was able to sort that out for me. As for the instalation, the team was great, however the counter they got needed more sanding and shaping when it arrived at my house. I look at that as sloppy work. I wish I would have taken my money else where. I will never recommend this place to anyone!

Initial interaction with Stonesense was really positive. Met with Byron, he helped me pick a counter that worked for me and my kitchen, showed me slabs, and was really great all around in getting the sale. As soon as I put my down payment though, it all went downhill. I told Byron that the kitchen was ready to be measured, he indicated he could have someone out right away, and should have it installed within 2 weeks. I paid November 11th, and didn't have the measurements done until November 18th. I had to call every single day, both to Byron and to the office to get the guy to even come and measure. It wasn't until I threatened to come back for my deposit. Once I did that, I had a call within an hour telling me the measurement guy would be there that day to do it. I was then told by the measurement guy that he would send the measurements to Stonesense, and they would send me the plan. A few days later, I got a call saying install date would be December 2nd, outside of the 2 week window I was originally told. I then waited expecting a plan for what the cut would look like, where would the seam go for my island, etc. Nothing, so I went back to the store the day before install to get the plans and make sure it was how I wanted it (and originally indicated). Thankfully, it was, but I wasn't given any info (not even a time for when the install was taking place!) until I went in person. Spoke to Orlando, who basically placed all the blame on Byron that he should have sent the measurement guy out sooner if the kitchen was ready, and he had no idea, if it was him it would have been done differently. It was basically a 15 minute rant on Byron. The only reason they get a 2 star review, instead of a 1 star review, is because the cuts turned out amazing, and the installers did a really amazing job. He knew his stuff and made sure to have the counter perfectly installed. I would not recommend this place, unless you're willing to constantly hound them (and even then, doesn't guarantee anything!)

Worked w 2 ppl. 1st sales person was excellent. However she left and the 2nd sales person/owner was not. Poor communication. Difficult to get a response back. Couldn’t stick to timeline or appointment dates. But, price was low and installation was fine.

We had our kitchen counters, coffee bar and stone backsplash done by stonesense. Kim was extremely helpful, prompt replies and attention to detail. She was able to explain the process thoroughly and there were no surprises. Our materials and install were super quick and done with care by the excellent install team. Would highly recommend Stonesense

I had my kitchen counter installed in spring 2014. The under-the-counter sink was installed as well. A short time later, the sink gave way. I called them back to redo it which they did at no charge. It was difficult tracking them down. I had to do all the work in that respect. Then on Dec. 31, the sink gave way again. I called several times and they are going to charge me $150 to $200 for a service call. After this has happened twice in six years, I don't want to deal with it again in 2025! They do not stand behind their work. As I type this, I remember them coming to deal with chips in the quartz too. I do not recommend this company.

I'm very glad I found this company through a Google search, they had great prices that beat a lot of competitors and the product is great. During my reno I got the quarts in Linen white. Working with Pia at the store was very easy and the install guys where fast, efficient, professional, and took the time explaining to me on how to care for my new countertops. I recommend using this company

We got Titanium granite top for our stainless steel table, its really beautiful. The lady is super nice, she helped us a lot and managed a titanium piece in low price. Thank you

Stonesense We visited the Stonesense shop on Stevenage Jan 3, 2022 to look at samples of quartz and inquire about the service, dates and price. I need the existing countertop removed before Jan 31 and the new countertop installed the first week in February. Orlando looked at the measurements given and wrote down on estimate on a piece of paper. We selected a few choices of quartz we liked and he confirmed all stock was kept right here is Ottawa. This was important as I was under time constraint. He told me I would have to give them one week advance notice when ready and the entire process would take two weeks. I asked for a copy of his estimate and he said to take a picture with my phone. I called the office back Jan 12 to organize the countertop removal, measurements, stone choice, detailed quote and installation. They transferred me to Orlando’s mobile. Over the next week, I left 3 messages and wrote two emails. I then reached out to the office to see if there was another person who could assist me, only to find out Orlando was the owner. Within in the following week Orlando did set up an appointment with me on Saturday Jan 29 to remove the existing countertop. Saturday arrived and Orlando did not show up. I contacted the office an hour after expected arrival time and they then proceeded to send workers for the removal. I was told someone named Jay would contact me to organize laser measurements and a quote. After a week with no appointment I called the office and Orlando gave me the number to contact the measurement worker. The appointment was set up for the next week. The job was completed on time. I waited another week for the quote only to find out no measurements were submitted. I contacted the worker again and returned the quartz samples to the office. Within two days I received the actual quote, made a deposit and they set up the install for two weeks later. On the install date Jan 25 the workers could not get their truck up my driveway because the city street plow had not passed and they would not wait for us to remove the snow or come up with solution. The install was postponed to the next work day. The install was a challenge as the workers wanted to raise one corner of my lower cabinets off the floor to level the countertop instead of using shim-work. As my husband is a carpenter he resolved the issue and no cabinets were moved or raised unevenly. The workers left after the job was completed. When we went to put the stove top in we quickly found out the opening was not large enough. I called the office back the workers came back and said none of the laser measurements or stone cutting was accurate. They were able to correct the opening. To sum it up, I am very happy with the finished product. The quartz is gorgeous and the seam is virtually invisible. I just cannot understand such a poor level of service. From first contact to last contact the only people who cared that we were content with our experience with Stonesense was us!