Imperial Marble & Granite

I am a real estate developer and custom builder. I have been using Imperial for many years now. i find them to be extremely professional, with great selections, and very good installs. Whenever there was a problem, and that was not often, Albert, Lucy or Nichole, was there to attend to it. I have used many other granite suppliers over the years, and Imperial is by far the best. Good selections, good prices and instals. My customers were never disappointed when I sent them there. I find it interesting that I can use this company time and time again, with no problems yet a consumer can use them once and write a bummer review. Hmmmm… George P.

Our experience with this company was the WORST customer service experience I have ever had! The staff was helpful and attentive, UNTIL they got our money (deposit). Then we couldn’t get a return phone call from anyone.
We picked a slab of granite that we loved. Our concern was that there did not seem to be enough material for our kitchen counter job. However, our salesperson assured and reassured us that there was enough to fit our project. So we gave them a 50% deposit, which was immediately withdrawn from our checking account. A couple days later we called to schedule the measuring, we were informed that there was no longer enough granite for our job. Only then did we receive a voicemail from the salesperson blaming his installers for using too much of our material for another job. In his message, he told us that WE were welcome to search their suppliers to see if we could find another slab of giallo ornamental. THEY did not offer to help us find another comparable slab of the same granite. This was THEIR mistake-shouldn’t they be doing the searching, not us!?!
After ten days and several unreturned phone calls, we demanded a refund. Only then was I able to speak with the office manager, Lucy. She offered a discount if we would like to pick out another piece of granite. I told her, quite frankly, that I would rather pay more money elsewhere! We are now working with another granite company.
I have never written an online review before but I felt compelled to let other potential clients know about our bad experience.

I received a call/​message from the office apox two and a half weeks ago Mid of Jan 2013. Again the office staff was polite, stating «someone» told them of my review and how surprised they were i had a issue, and how they want all there costumers to be completely happy. OH PLEASE! After the (3) unreturned called, and even getting the credit card comp involved to support her (Lucy) to call me back with no results. I did a message via the credit card comp a message from Lucy, summed up: «if i had a issue with the stone call the office other wise its my issue».
Well i see how well on line reviews can be and worth the time to write. Nothing else would get any reply from this company about a very small damage issue. It maybe short sighted of me, but in my mind…“to little, and way to late”. I don’t even want to talk to her. Again… the stone is so pretty and fits so well, such a shame how i got blown off about damage their installers did to my stove. What would have happen if it was a wood floor or something really big damaged… sounds like that would be my issue too.