The Marble Group Avis 15

I would strongly warn anyone considering using The Marble Group to think very carefully before paying a substantial deposit.
My experience with this company was appalling. What should have been a straightforward cancellation and refund process became a drawn-out, stressful and extremely unpleasant ordeal. In my opinion, their communication was inconsistent, their explanations changed over time, and the deductions they sought to keep from my deposit were not explained with the transparency or fairness I would expect from a reputable company.
I was initially given one explanation about the costs involved, but later the position changed and further deductions were introduced and justified differently. On a high-value order involving thousands of pounds, I found this completely unacceptable.
Rather than feeling the matter was handled openly, honestly and professionally, I felt pressured by short deadlines and left having to repeatedly challenge unclear charges. I do not believe I was given the clear, consistent or proportionate explanation any customer should expect.
I eventually accepted a partial refund simply to bring the matter to an end, but I remain extremely unhappy with the process and would not trust this company with a large deposit again.
Based on my experience, I cannot recommend The Marble Group. I would advise others to get absolutely everything in writing, question any deductions immediately, and be extremely cautious before committing to a high-value order with them.

Johnny was knowledgeable , helpful & provided great advice . Very happy with the products and service , would recommend.

Absolutely brilliant from start to finish.
Great, people, great products, great communication and extremely fair price.
Many thanks to Johnny, Georgia and everyone I dealt with especially the template and installation guys.

I had several Quartz Worktops, splash back and a large island templated and fitted last week. Andy, Bradley and Fletcher were brilliant. They were very professional, polite and courteous, they did a magnificent job for me, I could not be happier.
However my kitchen fitter said on the island, there's appx 3mm on opposite corners unsupported from the side panels, he said the worktop is not flat? I will speak to my kitchen designer for solution.

I couldn’t be happier with our new porcelain worktops! The fitters Reef and Nick were absolutely outstanding from start to finish. Their attention to detail was second to none – every cut, join and edge is flawless. What really impressed me was how dedicated they were: they stayed late to make sure everything was finished to perfection, and never once cut corners.

They went above and beyond to make sure the installation not only looked beautiful but was also practical and long-lasting. Their professionalism, skill and pride in their work really showed, and it’s rare to see such commitment these days.

I would wholeheartedly recommend them to anyone looking for a top-quality installation – truly a first-class service!

Poor installation.

First install of 3m island. 5mm of movement in one end. Siliconed and team departed despite flex.

Asked to attend and visited 2 weeks later.
Two packers placed but 1.5-2m of worktop still unsupported.

Fearful when worktop cracks we will be held responsible. Will upload photos ASAP. Asking for a third visit for review and reassurance.

Beware of installation process.

The Marble Group did an excellent job installing Dekton counter tops in our flat. The template measurer was polite and competent, and the installation crew were efficient and tidy, and also polite. Good communication with the order team as well.

I cannot praise Charlie from sales enough, I visited the showroom, with not really a clue, and she talked me through the different types of worktops with pros and cons. I settled on the Porcelain Aria Stone. Throughout the whole process she kept me informed at each stage. She made the process and experience seamless. Thank you so much Charlie, I cannot fault your commitment to me the customer. You made my life so much easier during the selection and installation. Not to mention that the worktops look amazing.

We paid £5000 for a worktop installation from the Marble Group.
After a couple of months we noticed that water seemed to be draining through the gap between the worktop and splashback behind the tap.
We asked if there is some hidden sealant, or whether we should be concerned.
The response was to say that we must have removed the silicone and an implication that we were lying. I guess the silicone has somehow drained or been pulled through the gap - it's insulting, unprofessional and unnecessary to suggest to a customer that they removed it themselves.

At the time TMG quoted they said they have "An above and beyond customer service ethos" and offer a 10 year guarantee. They have said they will charge £180 to replace the missing silicone. It would take a couple of minutes of their time.

A company with an "above and beyond customer service ethos" would offer to redo the sealant for free when next in the area.

Amazing service from start to finish

A huge thank you to everyone at The Marble Group, they were fantastic in all departments, very helpful and professional. My kitchen looks amazing and I love it thanks to TMG they helped me through out to make sure I have the perfect worktop. Thanks to Johnny who assisted me along the way and answered all my questions and concerns promptly and efficiently.
Will definitely be recommending TMG to friends and family.

What an unbelievably professional and helpful company. I cannot recommend them highly enough. Five years after they installed my Silestone worktops, I contacted their customer service department to ask for advice on what material to use to fill a small crack that had appeared in the joint between two pieces, due to movement in the property.

They replied immediately and told me they would visit my house the following week and repair the joint, as this is part of their service. This was not what I was expecting and was really appreciated.

Paulo and Dean called to tell me they were on their way and gave me an ETA. They arrived, put floor protection down, made a fantastic repair, cleaned up after themselves and left an hour later having been great ambassadors for their company.

My experience, from start to finish, has been nothing short of perfect and I would like to thank both the company as well as Paulo and Dean. Surprisingly, they offer this service with no charge which is almost unheard of nowadays. Customer service at its best.

Working with Marble Group for over 5 years, would definitely recommend.

Outstanding customer service from Mollie and Charlie! I visited the store last Saturday and returned to store again with some questions today. The staff are so knowledgeable and helpful and I felt as if I was in good hands. Nothing was too much other for them. Outstanding customer care, I wish all stores were like The Marble Group!

The Marble Group installed a kitchen counter top for me. The product looks nice, but I noticed some stains on it after a couple of days. I have called the Marble Group twice and as requested on each occasion, I sent in photographs of the stains.

Each time I called, I was told that someone would contact me and arrange to deal with the matter. Some weeks later, still no one has called.

For after sales service, giving one star it a gross over statement, but the system does not allow for no stars.

If my experience is typical of the customer experience, then, if you use this company, don't expect any after sales service.