Pre-purchase, Devin was exceptionally helpful in answering product questions and pulling some big heavy slabs of Vetrazzo out for us to look at. After we wrote the check, the helpfulness stopped. She'd initially told us that the product would arrive "in about two weeks" when we ordered on 7/14. A week later I asked for the status and she said "at the end of the month". The end of the month came and went with no product and no communication from Devin, so I inquired again and she said about another 9-10 days. So not only was the order significantly delayed, but just as importantly, she made no effort to keep us apprised of that.
We decided to cancel the order because we needed the house ready for an international guest and so we'd go with a simple & fast tile backsplash. But when we tried to cancel the order, Devin repeatedly asked why we couldn't wait, because (she said) the product was delayed by "only a day". (In reality, it was closer to an extra two weeks.)
Also, the installer she recommended to us (which was the one we wrote the check to), took well over a month to refund our money (less $375 for the single site visit), despite repeated assurances that the money was on the way.
Unfortunately, if you want Vetrazzo you have to go through Latera, because they're the only distributor in this area. When there's a lack of competition, service goes downhill. read more