Pure Quartz Reviews 

If I could give Purequartz no stars then I would. Do not use this company if you want a stress free experience.
I went with Pure quartz because they are local to me.
I ordered a granite worktop. A few months later a worktop was installed. I knew something wasn’t right with the worktop so I contacted the main salesperson straight after it was installed. Eventually he came out a month later. This is when he told me he had installed quartz not granite. I told him I did not order quartz. He said I agreed to quartz in a phone call which he had a tape of. He would not replace the quartz so I had no choice but to take him to The Small Claims Court. In July 2022 I won the case (Purequartz did not produce any evidence) and they were instructed by the judge to replace the quartz by the 31 August 2022 otherwise they would have to pay me back the money I paid plus court costs.
Even though they had 8 weeks to replace the worktop they did not turn up until 16.40 hrs on the 31 August! The fitter asked if he could return the next day as the sink had not been cut out and the whole job would take 5-6 hours. I initially said no but after more communication from the salesperson I agreed as long as they came at 08.00 the next day. He did not like this and he said they do not usually start work until 10.00! But finally he agreed and the fitter turned up at 07.55 on the 1 September.
After two visits to B&Q and a 90 minute lunch break the granite was installed. By 17.00 hrs the fitter said he was tired and would come to finish off the next day, he still had the window sill to fit (he said he did not have it in the van) and other bits to finish off. The fitter agreed to come back before 11.00 the next day, as I was going out. He did not come back.
Nicky, the director, contacted me and eventually it was agreed that the salesperson would drop the window sill off at 14.00. This did not happen and even though I emailed them at 16.30 I have not heard anything from them since.
I have had no alternative but to pay someone else to finish the job.
I have found the salesperson to be dishonest and rude. He likes to play games and laughs when you get upset with him. He constantly changes dates giving excuses which usually involves things he is doing with his family.
He said I was demanding, but I only wanted what I had paid for.
The fitter informed me that the salesperson had admitted to him that it was his mistake. Which of course I knew. How can he produce a tape of a conversation that never happened.
The quartz he installed was of a very poor quality and marked very easily.
The Court instructed that the granite worktop be installed at my specifications. This did not happen.
I have been unable to post pictures of how they left my worktop but this is the list of faults:
No window sill
Sink not put back in
72cms scratch on work surface
Tops of upstands not polished
Ends of upstands not smooth
One upstand not whole piece, join in it
Splashback not 20mms so it is thicker than the upstands and sticks out
Some silicone missing in joints
External angles on upstands not polished
Internal angles not level

The salesperson constantly told me that I was getting a good deal having the granite replaced. But I am sure that the quartz was very cheap, in my opinion, judging by the quality. So infact I was overcharged significantly for the initial installation of the quartz.

Again the salesperson goes on about a telephone conversation that never happened. All communication was by email where I clearly asked for granite on 5 occasions. I have evidence of all emails. No verbal communication until after the order for granite had been made by email.
I did receive samples but as the Judge agreed it was not clear that they were quartz.
Plus as I said before the fitter told me the salesperson admitted it was his mistake.

Again going on about the samples.
If they paid more attention to details such as reading emails properly they would have known I wanted granite. As the Judge said I clearly did not get what I asked for.

20/09/22
Today Purequartz have added to their original reply.
My initial email was during Covid, December 2020, not before. No calls were made until March after templating to discuss a splashback. This is why I have so many emails stating I wanted granite. I did not visit the showroom as it was during Covid and I am 65 with a family member who has health issues. I have never been to the showroom.
I called the day after installation, they did not come out until a month later. Even though their website states any issues will be dealt with within two weeks.
He has never produced evidence of phone calls because he cannot.
He wanted me to pay an extra £900 + for him to change the worktop. I would not agree to this as it wasn’t my mistake.
I am awaiting a reply from the Court as the worktop was not replaced by the time specified and not to my specifications, as stated in the Court Order.

Found Pure Quartz from web based advertising. Visited showroom which has a very extensive choice and a variety of product. Took samples and decided once we had a opportunity to review against some newly installed cupboards. Spoke with Lee who offered some further advise and assistance. Quotation came in significantly cheaper then competition and no deposit required. Templated on Monday and fitted on the following Sunday. (Not sure any other Companies would work on a Sunday!)
Installation team brilliant and worked very hard. Felt very comfortable with the whole process from the initial visit to installation.
Well done to Pure Quartz and would definitely recommend to others.

Pure Quartz was recommended to us by a friend. I Visited the showroom and was met by Lee, to discover lots of choice and a nice comfortable office to discuss any questions. Took a few samples home to get an idea of which material to use.

Our chosen material ended up being out of stock with the supplier which we wasn’t originally aware of after discussing dates for templating and install but Lee was helpful with our query and agreed suitable solutions to resolve.

Sometimes had to contact Lee for updates but my questions were always answered and templating and installation were arranged without any major problems. Templated at beginning of the week and fitted Saturday.

Price was competitive and Installation went well, any adjustment on site was made and would recommend and use again.

Thanks

Lee went out of his way to help me with choosing my quartz countertop. He realised I had no clue about any of it and guided me through it all. The guys that came to install it were very punctual and professional. A really lovely team.

From the initial enquiry to the finished job we were more than pleased with Pure Quartz. Visiting the showroom Lee was helpful and informative about the different products available. The guys with the task of Templating and installing also did a great job and went above and beyond with also managing to work a new window cill into the cuts available from the sheet of material which looks fantastic. Thank you guys.

Lee and the operational team where great.
Decent price compared to others, and managed to fit in before we went on holiday!
The lads stayed till 19:30 to get job done!

Good quality and good people

Excellent company and very well priced products.
Met Lee at the showroom and knew his products well.
The guys came and did templating within a week and was fitted a few days later.
Nothing was a problem and would highly recommend.
I have never ever bothered with doing a review but worth it this time as such excellent service

The knowledge about new materials and the range of choice is great. The sitter was at pains to ensure we were delighted with the job… which was quite complicated. It looks amazing and we will certainly be using them again and would not hesitate to recommend them.

Great experience from start to finish. Competitively priced, great product range and fantastic customer service. Wouldn’t hesitate to recommend.

Really great service from Pure Quartz. Helped pick out a selection of materials and then had two different slabs delivered for us to see up close. Final finished worktops look great.

Just finished a whole house renovation, and I used pure quartz to install my small kitchen surface. Throughout the process, I utterly regret that I have used this company. It took 5 months from first visit to final installation. I had to get the quartz manufacture involved to force pure quartz to honour their commitments, and I am still owed a partial refund that has been repeatedly promised but not sent.

The templating appointment was delayed by a week, which was not an issue at the time. On the agreed day they arrived hours late. The workers were nice guys and apologetic about the late arrival.
The installation appointment was reorganised 3 times, the second time cancelled 4 hours after the expected arrival time.
On the day of installation the guys were hardworking, clean and apologetic. I felt bad they were being forced to work on the weekend due to poor organisation from Lee/the office.
I made the awful mistake at this point of paying by bank transfer as the card machine was not working.

Within 12 hours of installation the surface chipped. I immediately sent Lee pictures and he said he would get it fixed. 4 weeks later after repeated chasing workers arrived on-site to repair the damage. As soon as they arrived they said that it would be impossible to repair the damage. They could not explain why they had been sent to our house that day, the pictures Lee had received clearly showed the damage wouldn't be able to fix on that day. We all agreed that this was either a material issue or poor material handling. Lee agreed to replace the section with the unused remainder of the slab in his warehouse.

This is where the 3 month of further chasing started. Every week appointments were made and then cancelled within hours of when they were meant to occur. Each time a new excuse was given: too busy; machine broke; hospital appointments; birthdays; funerals; sickness.
Workers arrived 3 times to repair the damage each time late in the evening hours after Lee had promised they would arrive. Every time they came they arrived without the material in the van, or without it cut to size. During one of this visits they significantly damaged the kitchen units and I had to get the unit manufacture involved to repair that damage.

Prior to the 4th proposed fix appointment it was discovered that the remaining material Lee had in stock was damaged. Luckily the manufacturer (CRL) was willing to give Pure Quartz a replacement slab. I waited weeks for the replacement installation, but nothing happened.
In the end, I phoned manufacturer to help me. When I do, Lee called me promising he will come and visit, which ended up taking another few weeks. A refund of £200 for months of failed work was offered and I accepted. It has never arrived despite multiple requests and promises.

The installation in the end was finished, however I still got problem. and Lee blocked my phone. I worked with so many contractors and companies through the house refurb, but never had any experience like this.

Excellent and speedy service delivered at a very competitive price. Lee the manager was very helpful throughout the whole process.
Greg and John the install guys were excellent. Couldn’t have asked for more
Will definitely recommend the service anytime

Lee and the team were solid from the start and delivered what was promised, a first class job, 15% cheaper than our local company and provided extra. They templated on a Monday, fitted on the following Saturday. Fitters were quick, friendly and tidy. Communication was good, especially when the expected fitting day changed but this was explained from the start. Would I use them again or recommend them? Absolutely.

Excellent service, amazing price. As well as being really nice people. All you could ask for.
Thank you Lee and your team

Pure Quartz have been fantastic. I researched a lot of local companies when we needed a new kitchen worktop: Pure Quartz beat them all on price and their reviews were excellent and so I took a punt and opted for them. I wasn't disappointed. Lee and Nicky have been so helpful. True to their word, when we were ready for the worktop, they arranged the templating and installation all within the same week. The installers couldn't have been more helpful and wanting to do an excellent job. They clearly cared and knew what they were doing. The end result is brilliant (our splashback is more than 3m long and they've done it in one piece, something which other companies told me would have to be in two bits). We're thrilled and thank you Pure Quartz!

I can't recommend Lee and his team highly enough! Friendly, helpful and communicative. The whole experience was a pleasure - and the worktop was installed in time for Christmas (having been let down by our previous supplier). On top of all that, the price was brilliant too. Will definitely be using again.

I tried to obtain an estimate for a quartz bathroom worktop, to help with a total bathroom makeover, but also as a trial run for a much larger potential order for new kitchen countertops.

Very glad I did, because the experience was a disaster from start to finish. This order might have been worth £200-400, had it ever been completed. But now, the idea that I might subsequently sit down to discuss another, multi-thousand £££ order with this company frankly scares me.

As specified on the company website, I sent an email with exact specifications and a request for an estimate.

Follow-up calls to the company - of which there were at least 7 over the course of a week or more - met with one of the following responses:

- Going straight to answerphone (this happened on at least 4 occasions)
- Two undertakings to send sample pictures of quartz types by email, never carried out
- "I hope to sort this out next week" - never followed up
- "All our staff are at a funeral today"

It seems pretty plain to me that the company had no real interest in taking on my commission, but for some curious reason couldn't bring themselves to say so outright.

As a result, I nearly missed my refurbishment deadline before, naturally, turning to a more helpful and responsive competitor.

Companies offering expensive, bespoke services have an extra-special duty, I reckon, to hone and burnish their communication skills.

Purequartz, in my experience, has still to go from a standing start in this regard. Should they reply to this review, I'll be interested to see what excuses they offer, and whether they attempt to shift blame to their potential customer (me), rather than simply admitting they didn't want the work, but couldn't bear to tell me!

ADDITIONAL EDIT FOLLOWING REPLY: It is hard to tell from the response (more poor communication, it seems!), but apparently Purequartz believe I'm some kind of tradesman or trade buyer who wished to test them out by first sending in a small commission intended for a retail customer.

No! I was a potential direct retail customer wary of committing to a kitchen job costing thousands, potentially, before I'd sampled their service with a smaller bathroom job.

And again I ask, if they knew they were only taking on large kitchen jobs at this time, as they clearly state in their reply, why did they not simply say so over the phone when I first called, and save us both a lot of time and frustration??

Template on Monday ,Fitted on Friday the two fitters were very hard working and a credit to the company.This company is so hard working and deserve to succeed the whole job is spot on thanks Lee,Marlon,Peter and can’t remember the other fitters name the only downside was time keeping but I guess this is due to there attention to detail.job well done

Fantastic service from start to finish. Excellent value and attention to detail. The only company which doesn't take a deposit and the customer only pays when the worktops have been installed. Fast service from order, templating and installing in 1 week! Lee and his team fully looked after our needs and we couldn't be happier with the finished result. Will be sure to use you again and recommend to family & friends.

Thanks
Lee & Team

Lee was very helpful during the designing phase of our kitchen project. We borrowed multiple samples to contemplate what design we wanted for our kitchen. The templating/ installation phases were very quick and the installers were able to radius the corners to our liking. I highly recommend Pure Quartz and call them again for another project. Thank you! 🤝 All the best.