Mark in Toronto

I came to Marble Trend through a referral because I was told they carry a broad range of coutertops and I was looking for something very unique (a porcelain-based material called Neolith). From the first meeting, Tony was very friendly and very responsive to our needs. The countertops were installed in a timely manner and I was very impressed with the service I received from the installers who were quite friendly and careful not to damage anything in my house. Subsequent to the installation, however, I noticed that there was a gap between one of the countertops and my stove. Neither the installers nor I noticed it at the time, most likely because I had placed some protective wrapping around the stove prior to the installation and it was quite bulky. When I removed the wrapping from the stove a week or so later, the problem was readily apparent. I was a little concerned because I had already paid for the counter in full. I called Tony and he was quite suprised about the gap and suspected that someone had accidetntally moved the counter (it takes a day or so for the glue to fully dry) because he said his installers are very careful and would never leave an installation like that. He asked for some pictures and said he would send his guys back out to take a look, and if there was in fact a problem with the cut or installation, he would take care of me. I was a bit concerned about Tony's sketicism and I was expecting that i was being set up for the blame game (a denial of responsiblity, followed by a fight -- sadly, I have experienced that before). I knew that no one moved the countertop, accidentally or otherwise. Well, my concerns were completely unwarranted -- Tony was diligent and and got his installers out to take a look within a week or so and the installers acknowledged the problem. I was still concerned because, after all they were just "the installers" and I didn't know how Tony would react. Well, a day later, Tony called and told me that would get a replacement piece and send the installers back to complete the job as soon as possible. Again, I thought the worst and expected to be waiting a long time while they serviced other customers since I had already paid in full. Wrong again. Within a week or so, I got a call from Tony setting up a time for the reinstall. The installers were as respectful and as careful as the first time and the new piece fits perfectly and looks fantastic. There are alot of companies out there and a lot of great reviews. However, the key measure of a company's reputation and customer service standard is how they respond when things don't go perfectly. Marble Trend exceeded all expectations: even though I had paid in full and the repair required was significant and therefore costly for them, not only did they acknowledge the problem and agree to fix it, but they took the initiative and moved extremely quickly to make sure I was happy. In hindsight, I realize that the reason behind Tony's apparent disbelief when I told him about the gap is that these guys do in fact do excellent work. They care about customer satisfaction and take great pride in what they do. I have no hesitation in recommending them.