The Stone Source

I only have great things to say about Urban Stone's customer service. Five years down the line, I needed to redo a bathroom due to the poor tile installation by a third party. I went back to Urban Stone for a new shower sill to match the original one. Without hesitation, Phil had my old account pulled up and a promise to help me fix this. I left there that day with my faith restored. Now several weeks on, I have an amazing new, properly installed bathroom with beautiful new stone surfaces. Thanks Phil and Karen for being awesome!

Karen is an absolute treasure. When I wanted a leathered granite counter for my island she bent over backwards to ensure I got exactly what I wanted and it is beautiful. Fast forward 4 years, in the midst of covid she was there for me again when I encountered a problem in redecorating a bathroom. Her pleasant service and ideas for solutions and colour advice were spot on.Also...the most amazing selection of tiles in the city.

We ordered a quartz countertop and backsplash, along with bathroom tile. Excellent product choices and great customer service. We had a few bumps in the road along the way throughout the installation process which was very frustrating at the time. However, as all good companies do, they responded and resolved our issues and we were very happy, and still are. As I've always said, it's not the fact that a problem arises, it's how it's dealt with can make or break a company. I would definitely recommend using The Stone Source!

Worst customer service I have ever dealt with. No called, no showed on scheduled installation date. Then showed up an hour later than scheduled window on Rescheduled installation date and claimed they couldn’t install because they didn’t have all materials. On the 3rd rescheduled date, they showed up 5 hours later than what it was scheduled for. Never once did anyone apologize for the inconvenience, or took accountability for actions took. If you want terrible customer service, then this is your go-to. Will not be recommending this company to anyone.

I'm thrilled with my experience working with USS and the results are stunning. Karen is super knowledgeable and highly service oriented. The installers are great - friendly and cautious (I had to leave the room as the slabs are so big and heavy to watch them maneuver). It's clear they are busy for a small shop so I recommend going in the store if you need anything as it's difficult to reach them by phone. USS worked hard to ensure I was happy with my quartz, which was flawed and quickly replaced. I really appreciate their emphasis on customer satisfaction.

Absolutely awful store. The guy who owns is could not care less about his job and promises product with no intention of ever fulfilling the orders. One guy runs the whole place and it shows. Very unprofessional with zero pride. This store will be closed by the end of next year at best. Avoid at all costs! Unless you want to pull your hair out

Nice quartz, very poor after-install service. New build kitchen installed by Laurysen with Urban Stone quartz. Shortly after instal a seam broke between two pieces of quartz, causing a small sagging of the joint (dirt and liquid able to fall between the crack). Can’t even get a response from Urban Stone on a repair or warranty, have been emailing and calling for over a year. Starting to reach out to other companies to fix Urban Stones work. Very disappointed as we had heard good things about this local company.

As a contractor, I will never use The Stone Source or recommend it. In fact, I will tell people to stay away from this company.Worst customer support ever!Product doesn't arrive when promised (repeatedly) and the owner has no answers (nor apologies). I don't believe works his supply chain to find out where product is so that he can provide accurate information to his customers.The phone is never picked up, messages not replied to and the showroom/office is a cluttered disgrace.When told that missed dates, lack of follow-up and communication wreaks havoc with project schedules, he appears to not care. Response to queries is I don't know" and "what do you want me to do about it?"Years ago

Just had our quartz counter installed and the service and installation process were exceptional. Phil placed our order and helped with the selection, Karen was always so helpful with questions and Dan and Jason did the install. The counter was ordered in advance and when we were ready, the counter was templated and a week and half later installed. Fast, friendly and very customer focused.

I can't say enough regarding our experience with Urban Stone Surfaces. Everything went so smoothly with the install of our kitchen granite. From the very beginning with Karen guiding us through the process to when Jason and Dan installed the granite, we were so pleased. When the granite was installed, all our cabinet doors were not on yet, so we weren't sure if a corner of the granite was cut enough for a door to open and sure enough when the door was installed it wouldn't open all the way, But, there was absolutely no issue with getting them back in, weeks later, to cut the corner at no additional cost. Helpful hint: Not knowing the price when looking at the granite choices (which are in a different location) made it difficult because we had to wait for the pricing after we left the warehouse. When you are at the warehouse, call Urban Stone for the the pricing of the particular granite you are interested in when you are on site so you know if it's within your budget. The folks at the warehouse can not give you pricing, although they might try to suggest. Something we didn't think of at the time. Other than that our experience was perfect and we are so happy with our new kitchen. Thank you Urban Stone Surfaces!