Disappointing experience: the main issues I want to let potential customers know about are if you…read moreare going to buy their flagstone, ask them to clean it first so you can see what it actually looks like before you buy it. We spent about $10,000 and most of the stone turned out differently than it looked in their yard once it was cleaned. Next, they did not deliver everything on the scheduled day and did not inform us of this until after they closed for the day. They also were disrespectful and hung up on me; I never personally received an apology. Lastly, their river rock was caked in dirt and you are basically paying partially for dirt.
For more detail:
1. Flagstone color: They seemed to try and help us find flagstone that would match our current pool coping: I sent pictures and they took pictures of flagstone with certain colors in their yard. They said they could send the quarry all of the pictures and the quarry would try and send flagstone that would match. Then we got a call saying the quarry couldn't do this. So we were a little frustrated because we wasted time getting all of the pictures together based on what they had told us. We decided to choose what they had in their yard because it looked like it would match. However, once we cleaned it, we realized how dirty it was and misleading color-wise. There are dark grays, black colors and yellow-orange colors that you couldn't see because it was so dirty. They knew what colors we were looking for (tan, brown, and a little copper and gray) and could have let us know that the choctaw is quite different than our current pool coping. They only told us that the choctaw has a different texture than the crab orchard.
2. River rock was extremely dirty: We ordered cougar falls river rock; once we scooped off the top layer, it was caked with dirt. They charge by the ton so part of your cost is literally dirt. We laid it on weed barrier fabric - useless - once you wash all this dirt off, where does it go? It settles on top of the fabric and gives the weeds a place to grow. We also bought some small boulders and are having trouble getting them to clean up.
3. Poor communication on delivery day: About 15 minutes after they closed on a Friday, they left a message that the second truck would not arrive that day. It was left up in the air, maybe a Saturday or Monday delivery, due to a health issue, which we completely sympathize with due to my dad's health issues, but we were surprised that they called at the end of the day after hours to inform us of this. We had no way to call back and explain the difficult situation that this put us in: we had hired help for Saturday morning and had to leave them up in the air too + we rented equipment for $400 for Sat. and Sun. only, not Monday. So, we were a bit worried and frustrated that we weren't called before they closed.
4. Disrespectful by hanging up on me: Then, Sat. morning, Eric interrupted me and hung up on me. I was bothered, assertive and firm, but I was not rude, cursing or yelling at him. He told my husband, sorry, but not me, and that he hung up on me because he felt we were just beating a dead horse and getting nowhere. From my perspective, I was trying to plead our case and gain his sympathy to our situation hoping that we would be made a priority for a Sat. delivery due to the circumstances I've mentioned above + we live in a neighborhood with an HOA that would not approve of us leaving 10+ pallets in the street, possibly for days. I am having to defend myself, but in the end, he should not have hung up on me.
Their remedy was no apology to me and no partial refund for any of our issues, except to reduce their restocking fee for 3 pallets of returned river rock.
We will not be buying anything else from them and do not recommend them, and would like for them to partially refund us for the flagstone color and rock dirtiness issues.
