Old World Stone

What a terrible experience. Before deciding to spend over $20k with OWSI, we had already sourced comparable materials from other shops. We walked into OWSI with most of our decisions already made. We decided to work with OWSI once they promised by centralizing everything with them, quality would be higher, they would be more efficient, and more cost effective. Instead, we experienced delays (they assigned blame to third parties in opposition to their promise that by centralizing they could operate more quickly), low quality work (that was ultimately fixed thankfully), and significantly higher expense. All this could've possibly been swept under the rug. When the final bill came and it wasn't what I expected, I called our POC (who also happens to be the manager) for an explanation before paying. With full intent to pay once the charges were clear to me, I called over a dozen times for 6 weeks, along with texts and emails. Instead of speaking with me, they put a lien on my house. Only once I threatened to involve a lawyer did they finally send me an email addressing my concerns. I immediately paid the balance and 3 months after everything, the lien has finally been removed. Especially after the delays and issues we experienced, I would've thought they would at least keep an open line of communication. Instead, they avoided any confrontation. To be clear, every person at OWSI and the third parties I ultimately had to resolve timelines with was professional and kind, despite working through issues. The POC/OWSI Manager who I won't name was the core problem throughout this process - overselling in the beginning, passing blame in the middle, and avoiding the situation entirely in the end.

I was referred by someone to go with this company even though I was going to go with another. We were going with a really nice flat pattern carpet so I trusted my friend that this company knew what they were doing. I called and asked to upgrade my pad to the best pad for this kind of carpet. I have pets and I have kids and I wanted something durable as a pad since I spent a lot of money on durable carpet, meaning I got 100% nylon so be easy to clean. When I asked to upgrade my pad the woman told me that I had the best pad. Not to worry. I asked again and reaffirmed that I did have the best pad. I was willing to pay for it. It ended up that I got a regular standard pad with no moisture barrier, no memory foam. it was completely standard, the bottom. When I called them to tell them that I wanted the best and they did not give me the best. Skyler, the sales rep was horrible.!!! He tried to make up all kinds of excuses saying that the standard pad is a very good pad and that I should be happy with it. He tried to downplay all the upper pads when I told him. He made excuses telling me that his arches are too high so he doesn’t like them.!! What?? he told me I won’t be able to tell a difference anyways. He was completely rude. We saved up to re-carpet our whole entire house for our new teenagers so that they would have a place to hang out downstairs in the basement. Now I don’t let them bring food or drinks in the basement because I am so fearful that they will spill and since we don’t have moisture barrier it will stay in the pad. These thin carpets will show everything. not only that it is so not soft. We had felt this carpet in another home and it was soft this carpet was not because the pad was so firm. I’m having to buy rugs in all the kids rooms to add a little something so they can sit on the ground . Old world stone would not take any responsibility they were unapologetic, they were defensive I have never ever met a company that has such lack of customer service. And I have been in sales my whole life. Again, it’s not like I didn’t ask. I went to them hoping that they would be honest and trustworthy and give me the best quality that I was asking for and they did not. Do not go with them. They are awful.

Buying our tile from Old World Stone was an easy experience, the sales staff was helpful and knowledgeable. After the sale they provided VERY POOR customer support. We had multiple problems, but they deferred all problems to the installer, who was the problem. They had no quality control process but left all quality questions or problems up to the installer who was contacted by OWSI, not us. We requested help several times and invited our sales person, to come and see the installation quality (we live less than a mile away from OWSI store) but there was no response. The installation took almost a month and a half. Problems with quality includes; wrong size grout gaps, inconsistent tile gaps, tiles not flat or straight on the wall or floor, sloppy grout lines, crooked and very poorly installed drain, and chipped floor tiles. We felt that OWSI customer service was only when it is convenient for them. It was apparent early on that the quality of the work was poor and not what we asked for. We felt abandoned by OWSI and feel that better customer support should have been given.