Submitted
by Kieran Chew on 10/19/2021
5 Star Testimonial by Kieran Chew
This is from Michael and Judy Chew
Just want to thank Aurora Stone for a beautifully made Marble kitchen bench top. We had a wonderful experience from start to finish.
All staff members were very friendly and professional in handling each areas of their responsibility. Paperwork and all correspondence were clear and through.
Found a small chip on my marble ( natural stone) top two weeks after installation..
Made a call to the main office and they send someone to my place 3 days later to repair the chip. They even left me with a generous amount of repair materials ( with clear instructions ) , just in case we accidentally put a dent onto the bench top in the near future.
Thanks again and a Special mention and thanks to Carmelina , Chris and all of the staff who were so helpful and kind.
Unfortunately, we have had a very poor experience with Viva Stone / Amana Stone / Aardstone, both in terms of their workmanship, and customer service.
We started with positive interactions to quote the supply and install of florim porcelain statuario cladding to our fireplace. Unfortunately there was multiple issues with the installation, from veins not lined up between pieces, some pieces cut short so having bigger gaps between fireplace opening, chipped edges, pieces not flush, and the tile edges left jagged. The director (Jacques) initially made contact, but has since then stopped responding – this has been going on since August 2023 and we have remained very patient.
We picked this company as they had a waterjet machine which we knew would achieve the best result for vein matching of the cut pieces for the large (and expensive) porcelain panels, and to be a feature of our open plan area. It is also the sort of work that requires craftmanship to cut the pieces correctly, and install them neatly and lined up onsite.
When Jacques attended after installation he said it was not up to their quality standards, and he would be happy to remove the tiles and re-do the work at their cost, which would also then require them to likely re-build the fireplace box (and potentially risk damaging the fireplace), and make-good to the walls/surrounds. We agreed to first see what cosmetic improvements could be made to at least the chipped edge, jagged edges and grout and go from there (as we too were open to compromise in everyones best interest). The same installer came back for 1hr to make some ‘improvements’ and we never heard from them again after multiple follow ups.
Be careful selecting this company, as like many companies now they require 100% payment before the day of installation, which is generally ok, but not when the company is not willing to stand by their own workmanship or brand thereafter.
Submitted by B R on 01/09/2024
Aurora Stone - we purchased granite benchtops and installation during August / September 2023. The showroom experience was good and we felt confident that they would do a good job. Spent over $3.2k
Unfortunately, that's where our happy customer service ended.
The original stone that we purchased was not available. they told me it was due to not being large enough for my centre island but when we visited the showroom, we were told it was large enough. Aurora stone then replaced the granite with another piece of stone but it's no where as good looking as my original pick. First compromise.
Employee came to measure up in August apparently all good. The Miele cooktop measurements for the hole were good. Aurora took my sink to their factory to ensure they got the hole / cutout right.
Install no. 1 - the men damaged my hallway cupboard paint as they were bringing in the stone. Not a big issue you think but, it means we have to paint the whole door again in Oil Paint.
They install in the kitchen the new benchtops BUT.... the bench where the the cooktop was being placed was too short and the sink cut out was in the wrong place. no cutting on site. they took all benchtops away and we were told they would be back in a week or so to install more granite with the right cut outs.
2nd Install - approx 1 week later - they get the right measurement for the gas cooktop hole and bench but again sink cutout in the wrong spot and they took the lot away again.
They cut the sink on our site and made a dusty mess and still got it wrong.
3rd install a few weeks later - as the guys are bringing in the granite, one of the workers hits a painting we have on the wall and smashes the glass.
They then cut the the granite on my site and again another dusty mess and leave me installed benches and a smashed painting glass.
I took my painting to the framer and had it fixed. its non reflective glass and cost $150 to fix. that was just the glass and labour to install.
We have repeatedly asked for the company to pay this $150 but it has fallen on deaf ears. They had the subcontractor send me a text message saying he will pay when he gets paid.
Not my issue to deal with subcontractors as we paid Aurora Stone in full upfront prior to installs, our contract was with Aurora Stone.
We did not engage any subcontractors.
Aurora stone has really nice people in its showroom but that's where the customer service ends. Not professional at all. if anyone would like to see my invoice, email trail etc. We will gladly send it.
BUYER BEWARE.......
Submitted by Ben Bolton on 12/03/2023
Worst white stone bench top I've ever had and we've had a few over the years. It's easily marked from pots and pans which is not easy to remove, terrible joins that you can clearly see and yes dirt has gotten in them making them worse but you can't clean it. I recommend you do your homework. I didn't find much care from the tradesmen fitting the bench, however the splashback guys were great, albeit several hours late. Disappointed by product.
Submitted by A Sparrow on 03/02/2023
Thanks, Aurora Stone for all your expertise, efficiency and excellent workmanship. We're very happy with our new kitchen benchtops and splashbacks. From measure up to installation, the entire team at Aurora Stone was very professional and knowledgeable. They really did a great job!
Submitted by Pierre Angela Cruz on 07/22/2022
We had Caesarstone kitchen bench tops and an Island bench with waterfall sides installed by Aurora Stone, the bench tops were great except the cutouts for the drop in sink and cooktop had jagged cuts in the corners and did not comply with Caesarstones specifications.
The Island bench was installed with different length waterfall sides one side was 3 mm shorter than the other, this 3mm gap was then just filled with silicone(very poorly). This was quite visible and unsightly. Aurora Stone were asked several times to come and inspect this which they never did. They said over the phone that this was an acceptable standard. They said it was not possible to remove a side either to shorten one or make a longer one so they are the same length as it would likely break the top. They were not willing to make a claim on their insurance as they said the gap is acceptable and there is no defect.
One solution by them was to lower the cabinet on the short side to remove the gap, this was not acceptable as the bench would no longer be level. Another solution was to apply a bead of silicone around the side resting on the floor so it looks like the other shorter side.
The $13500 amount for the Caesarstone bench tops was paid in full prior to installation as per their T & C's. Aurora Stone promotes themselves as having stonemasons with exceptional skills to offer their clients the highest-quality products, services and the highest degree of quality.
They claim to strive for the highest levels of customer satisfaction, appoint supervisors specifically for quality control and supervise every part of the process, from the initial quote to the manufacturing process, to the installation of the finished product. We have not seen any of this.
To date we still have not had any contact from Aurora Stone, we are having to utilize the services of another company to rectify the different length waterfall sides at an addition cost of $1200 so that we do not have this unsightly feature in our new kitchen.
We do not recommend Aurora Stone.
Submitted by Steven Holliday on 10/04/2021
We have a rental property in Kenwick, and had remodelled the kitchen a couple of years ago with a timber benchtop. Unfortunately, the benchtop didn't hold up - and we needed a replacement in a short time frame.
I emailed six benchtop suppliers and Carmelina from Aurora Stone responded. I felt slightly uneasy about having only one option. However, everybody we interacted with at Aurora Stone were amazing - friendly, polite, super helpful. Chris came out to measure; the quote came back within 24 hours; and after choosing the stone, we had a benchtop installed in a few business days. I also felt that we paid a fair price for the benchtop. The installation is beautiful and the kitchen was left in a very good state.
I cannot tell you how happy I am with the service and product from Aurora Stone! :) I would absolutely recommend and would definitely use again.
Submitted by Heather Gustin on 06/22/2021
Aurora installed a beautiful high quality granite benchtop for me for a very reasonable price. all staff were very friendly and accommodating. well coordinated and did a very clean and neat installation. Thank you Aurora.
Submitted by Kala Srinivasan on 11/13/2020
Sept 2020
An extremely postive experience with Aurora stone.
Our kitchen benchtops are not only prefect but the whole process was painless. Our point of contact was Camelina, she kept us in the loop with emailed and phone progress reports and most importantly always did what she said she was going to do. Chris who did the measuring and helped with the design went above and beyond and his attention to detail was great. Finally the installer was on time, clean and tidy and did a wonderful job. Thank you Aurora, a beautiful finished product, a great team effort and a very satisfied customer.
Submitted by Richard on 09/18/2020
Further to my review 2 months ago I am pleased to say management have been most cooperative and apologetic for the way our problem has been handled. The factory manager Hamish has been terrific. He has been to look at the problem and then returned to attempt a repair. As the repair has not been as effective as we would like and not acceptable to us, Hamish is now having the stone manufacturer out to look at the problem and come to a solution.
We are happy with the attention we are receiving and the efforts by Aurora to fix the issue and can see they genuinely want us to be happy customers.
Thank you Hamish for all your efforts to date.
Janet McDonald
Submitted by Janet Mcdonald on 09/18/2017
Thank you very much for another job well done.
Aurora Stone installed a granite Bench top when I built my new home few years ago and they did an exceptional job
Last week they installed a smaller bench top for a kitchenette at my office in Canning Vale
I was equally as impressed : they gave as much attention to the smaller job as they did to the bigger one with exceptional attention to detail
I strongly recommend them, they are very professional with excellent attitude before and after sale, as well as offering excellent value for money . Keep up the excellent work...
Submitted by John Snobar Sr. on 07/16/2017
Our experience with Aurora Stone in the cutting, polishing and installation of our granite bench tops was faultless from start to finish. Each member of staff we encountered was professional and courteous, everything was done in a timely manner, and the end product looks amazing! Thank you Rachel, Linda, Colin and installation staff for a job done perfectly.
Stephen and Olga Mawhinney - Waterside Canals, Mandurah
Submitted by Stephen Mawhinney on 11/16/2016
