I have never had an experience like this with any business before in my life. Before I placed my order, the salesperson Dennis, would call me constantly to check in and see if I had decided to... More

I have never had an experience like this with any business before in my life. Before I placed my order, the salesperson Dennis, would call me constantly to check in and see if I had decided to purchase the range hood or not. Initially he helped me a great deal in designing my range hood. We did several revisions and he provided me with nice CAD drawings. The customer service PRE SALE was great. He assured me that they could get me my hood in 3 weeks, I thought that was great, but I wanted it in writing - they would not provide me that assurance in writing, but Amber, the sales manager assured me that I would have my hood in time and not to worry. I asked her again and again, are you sure, YES she said, no problem Well, it has now been 9 weeks since they have cashed my check, and while I understand that the contract says 8-12 weeks, they won't call me back, or respond to my emails asking when my hood will be ready! I have an inspection coming up and they simply won't speak to me at all. All I want to know is when it will be ready...that's all. I have noticed that they do have 9 complaints filed with the Better Business Bureau. I will keep you posted on what happens, but frankly I am getting concerned about this business and the lack of professionalism they are showing coupled with their poor reviews online and BBB complaints. Let the buyer beware I guess :( Pros: We shall see? Cons: Amazingly bad service, disregard of customers
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I ordered a very expensive range hood from metastone in May 2009, it is now Oct 09 and I still do not have my hood. I agree with those other reviews, Dennis was great upfront when trying to make... More

I ordered a very expensive range hood from metastone in May 2009, it is now Oct 09 and I still do not have my hood. I agree with those other reviews, Dennis was great upfront when trying to make the sale, so helpful. I was also told 6-8 weeks, and then I received a e-mail from their customer service depart the my hood would be shipped at the end of July. Yes, I have paid in full, and they will not return anymore of my e-mails or phone calls. I have never in my life experienced such poor and unprofessional customer service in my life. It has now been 21 weeks and I have no hood. I have also seen the reviews on the BBB. I have recently filed a complaint with the BBB in CA and I am also in the progress of filing a complaint with the Attorney General Office in CA. I have also contacted a few of the dealers that sell Metastone products to see if they have had any problems. I truely wish that I would have checked out this company beforehand. I love the way they state on the contract that if you pay by credit card they pass on additional processing fees, I did not think that was legal, so to avoid paying another 360.00 I paid by check, not to smart on my end, but very smart on theirs. I will send continued updates as they come in. Buyer beware with this company. Buy the way--they do not deserve even a one star rating--but this site makes you choose one. Pros: none Cons: They have my product and my money
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Worst customer service ever, nobody answer the phone ever. They will call you back to sell the job. After they get the check they disappear, not even sure the company exist other than a website and... More

Worst customer service ever, nobody answer the phone ever. They will call you back to sell the job. After they get the check they disappear, not even sure the company exist other than a website and a complicated phone service. Dont do business with these people you will loose your money Pros: none Cons: you will lose your money
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Just received my mantel from MetaStone. I'm very excited since it turned out beautifully. The service was helpful since they helped me come up with a great design that worked well with my space... More

Just received my mantel from MetaStone. I'm very excited since it turned out beautifully. The service was helpful since they helped me come up with a great design that worked well with my space constraints. They even recommended an installer who was very affordable and did an excellent job. The product looks great and I'm very satisfied that everything fits and my home is complete. Pros: Loving my Product & Fit In Challenging Space Cons: What are the drawbacks?
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Buyer beware. We don't yet have our hood and fireplace which is long overdue. They do not answer their phones, they only have good service pre-sale Don't do it

Buyer beware. We don't yet have our hood and fireplace which is long overdue. They do not answer their phones, they only have good service pre-sale Don't do it
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I began an extensive search for unique looking stone products for my home. Since I live in Malibu, I looked in Los Angeles, Santa Barbara, Orange County, plus San Diego with no luck. I found a few... More

I began an extensive search for unique looking stone products for my home. Since I live in Malibu, I looked in Los Angeles, Santa Barbara, Orange County, plus San Diego with no luck. I found a few real hand carved lime stone items that were really nice, but my builder would not allow them to go in my home. Since my home is older I found out that our pre-existing walls would be unable to support the weight of any real stone. Due this weight issue, I was informed that I needed to start looking at cast stone products since they are substantially lighter in weight. Initially, I wasn't too enthusiastic about this requirement (actually more like quite skeptical) since I didn't think a cast stone product could closely resemble real stone. I looked all around the country at different cast stone suppliers. Most of them looked like cement and just didn't appear authentic. Also, many of the designs were fixed in size and were not too flexible which was problematic for my remodel. Fortunately, my cabinet supplier had previously worked with MetaStone and referred me to them. Since they an hour flight from where I live, I flew out to their showroom to inspect the products in person. To my surprise, the quality and workmanship of their products were great. The decorative friezes were really nice and deep plus very crisp. Their limestone finish looked very authentic and closely matched my limestone flooring. I was really happy with the overall process since they spent an extensive amount of time not only with myself but my builder to help ensure that everything would fit when it arrived and that we felt comfortable with the ordering process. I ended up ordering 2 mantels and a kitchen hood from them which all arrived intact approximately 7 weeks later. The product is now installed and I'm very happy with the look. I've received several compliments from my friends. All in all, I'm
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My wife purchased one of MetaStone's new mantel styles. We received our mantel within 5 weeks. This was much quicker than I had anticipated. We were originally told it could take anywhere from 6-8... More

My wife purchased one of MetaStone's new mantel styles. We received our mantel within 5 weeks. This was much quicker than I had anticipated. We were originally told it could take anywhere from 6-8 weeks since they don't stock their items. The product arrived in one piece to our home in PA and the finished installed product looks spectacular. I'm really happy that we went this route and appreciate all the help from the staff at Customer Service who helped with my order.
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My wife purchased one of MetaStone's mantels. I was a little nervous at first since we're on the E. Coast and MetaStone is on the West Coast. They helped insure that everything would fit correctly... More

My wife purchased one of MetaStone's mantels. I was a little nervous at first since we're on the E. Coast and MetaStone is on the West Coast. They helped insure that everything would fit correctly so we felt more confident prior to purchasing. We were told it could take anywhere from 6-8 weeks to receive our mantel since they don't stock their items. We received our mantel within 5 weeks. This was much quicker than I had anticipated. The product arrived in one piece to our home in PA and the finished installed product looks spectacular. I'm really happy that we went this route and appreciate all the help from the staff at Customer Service who helped with my order. Thank you MetaStone Staff.
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After a month of design work, we originally placed our orders in March, 2008 with a delivery date in mid May. The order was repeatedly delayed and not shipped until September. We were never... More

After a month of design work, we originally placed our orders in March, 2008 with a delivery date in mid May. The order was repeatedly delayed and not shipped until September. We were never contacted about the delays but were informed only after we followed up, generally several times, by email. Email response, when received, usually took 2 to 4 days. At one point, we called the sales line (which they are eager to answer) and talked to Dennis who, as soon as he realized it wasn't a sales call, became rude and condescending and wouldn't allow us to talk to any one else. The delay was blamed on their failure to get molds from their supplier but they never apologized or seemed the least bit concerned that our kitchen had been torn up for months. They did not offer any discount for the four month delay but did upgrade to expidited shipping when the order was ready. The only employee who seemed the least bit interested in customer service was Lynda who responded to emails. However, it was impossible to talk to anyone on the phone after the order was placed. I did find that they are very efficient at billing - requiring half up front and the balance before they will ship anything. We had two orders. The first arrived with two pieces missing. When we notified Metastone (by email, of course) they suggested that we must have somehow lost the pieces ourselves as they simply couldn't have made a mistake. The pieces were ultimately replaced with the second order. I will say that the final product is very nice (that got them their two stars) but I would never do business with these folks again as they don't give a damn about customer service - and for the prices they charge, they should.
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I'm a custom home builder in Orange County who has used these mantels on several of my spec homes. I have worked with Metastone since the early 90's and when they were located in Laguna Hills near... More

I'm a custom home builder in Orange County who has used these mantels on several of my spec homes. I have worked with Metastone since the early 90's and when they were located in Laguna Hills near my office. They've provided a great quality product for my clients and excellent service. I believe they are now based out of N. CA but still have their installers come to my sites and install for large projects. The product looks good and most importantly my client's are satisfied. The only con is that the lead times on some of the custom products can take a fair amount of time, but I've found that to be fairly standard throughout this industry with anything that is custom made. Overall the product and service is good which is why I keep referring my customers.
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