Firuze Tile Kitchen Bath

After lots of huffing and puffing in the lobby, their production guy Chijan came out and we found a happy compromise
thank you CHihan,
Still think it’s useful to leave my original review below. but I appreciate that they were able to resolve my problem if not exactly perfectly hundred percent
Thanks
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Don’t buy your countertops here! They were quick to take my deposit but were totally unresponsive returning my emails or confirming the style of countertop I wanted. I sent pictures of what I wanted to the salesman but he wouldn’t acknowledge the emails. Later I found out their installation guy came in to my house a second time without telling me using the lockbox code to retake measurements and he discovered something technical that I needed to know about but didn’t convey to me. I found out by accident from my contractor later and called the company to tell them we’re not on the same page yet which think knowledged in both telephone calls and emails. So When it was clear to me we weren’t on the same page I told them I need to come in to the show room to discuss with the salesman again in person, and they confirmed on two separate occasions that fabrication hadn’t started yet. I told them the technical problem the measuring guy had discovered was unacceptable to me and firize acknowledged they understood. But Within 24 hours of those two conversations their delivery people were trying to deliver the fabricated countertops at The house while I was at work, and they were off by several millimeters which was unacceptable to me. The salesman called me at work to say Unfortunately there’s been a mistake and he apologize and he seemed to acknowledge there was some mis communication problem on numerous occasions between the sales and production department’s and I made it clear I’m not going to pay for the mistake, but now I’m in their show room trying to get a refund and not getting anywhere. don’t commit large amounts of money to this company. I’m renovating an entire row house in DC and this is the worst customer service I’ve encountered during my renovation process…

I purchased the a premium exotic granite countertop with them about 600 – 800 $ above the industry standards. But worth it. Their delivery, installation and fit/​finish was as totally excellent! It looks great. I worked with Katerina as sales person but Cihan was operationally the director and really knows what he is doing from measurement to cut. They did mess up on the price quote but met me half way.
In this store for countertops, you can often see your entire slab and choose where the cut will be taken from which is way better than basing your selection of a tiny sample size piece.
They deserve extra praise for their quick turn-​around time (less than one business week) flexibility in scheduling, and performing a very difficult install due to my small kitchen size and the one-​piece L shaped slab we had to get in there. When you are throwing many 1000’s at a total kitchen renovation the premium extra stuff is really chump change and they are way faster than the major big box competitors who have about a 2-​week avg turn around. I will repeat with them. Going there to look at kitchen backsplash tile today.

So here’s the deal. They have very nice merchandise; however, the prices are ridiculously high. Do yourself a favor and go to Lowes or even Home Depot for that matter. Their prices are really insulting. The only advantage is you can get merchandise that you don’t see it at some of the big box stores.
At any rate, I decided to make this place my neighborhood one stop shop because I am remodeling my house. I want to fill them out by going in and just purchasing a bowl sink. The owner brought out the bowl sink not in a box, but in his hand and gave it to me as a customer. The owner then proceeds to tell me that the sink is worth $ 80 versus the $ 53 that I purchased it at. The guy then proceeds to try and push me into buying the granite countertops that I originally came in to purchase. To make a long story short the sink did not fit and I had to return it. The owner charge me a 20% restocking fee for a generic cheap sink that was not a special order. In addition, I had to visit the store three times in order to see if I could get my refund. Finally, I was able to contact the owner and have him refund my money approximately three weeks after I originally went in for a refund.
Customer service is everything even if it’s for a $ 53 sink. I am thoroughly disappointed with this company.
The positives are the friendly associates that I encountered while visiting.

They have a huge showroom, might be the biggest one in VA. if you would like to see more options and confuse yourself just like i did, this is definitely a good choice for you. I can pretty much say that they have everything in there.

STAY AWAY FROM THIS PLACE. My wife and I are really good about doing a lot of research prior to making a decision on large purchases. Firuze was recommended from a friend who had a great experience and we decided to go with them at first.
While their prices are not bad you get what you pay for. Customer service is lacking, indeed. Our guy (Marco) was polite and helpful but was terrible about returning calls and emails. We purchased a quartzite countertop that was $ 79/​sq foot as I didn’t want anything that would stain and not be very durable. He touted quartzite as durable (and it usually is) but this was light in color and simply started to etch (stain) and yellow in just a few weeks. Immediately after install I noticed there were several chips in the stone and asked them to be corrected. They sent a guy out and he did his best to correct but it was still noticeable (the stone can only take but so many applications of this chemical used). I complained and he said that was the best he could do. Also noticed a few pre-​existing chips in the stone that appeared to have been «covered up» in the store. They refuted and never admitted to it. They also claimed they properly sealed the stone but said they’d re-​stain and warranty future etching for 2 years only. But yet quartzite isn’t supposed to etch so why should I have to worry about that anyway I said?
We were very unhappy and after half a dozen visits with them to try to work out getting a countertop that was different, we didn’t go with them. They were initially willing to remove the countertop but required us to pay a restock fee of 25% of the stone. We refused to do so and complained so much they just got tired of us and ended up removing the countertop free of charge (got into a shouting match with the manager after he spoke less than cordially to my wife). He claimed the chips were our fault. Ultimately, Firuze (according to others in the bizz) doesn’t have the experience to handle/​install/​seal high-​price stone. That led to the etching problems we experienced. If you are willing to pay more like we were you should go elsewhere. If you want a group ²⁄₃ stone, go with them.
We went with Modern Marble and Granite and loved the service we got from Halil. We are getting a countertop from them that is $ 5 cheaper/​sq foot for same stone.

My experience with Firuze started out positive. They have nice products, but customer service is lacking. The day after my marble was installed the sales associate called me asking for payment. I asked for a final invoice which was supposed to be updated for the actual quantity of marble installed (which was less than the estimate by 3 square feet). The sales associate refused to give me an updated invoice an threatened to charge my credit card without my consent for the amount that was estimated (approximately $ 180 over charge). After a heated discussion that lasted 2.5 hours the associate agreed to have the manager call me. The sales associate claimed he was actually the managers boss (later found out to not be true). The sales associate had someone other than the manager call me and try to «resolve» the issue. Eventually they agreed to the correct amount and apologized. I did receive a call from the actual manager. Overall I was very disappointed to have to spend 2.5 hours fighting to be able to pay the correct amount for the marble. Be careful when dealing with the sales associates as they might try to over charge you on the final invoice.

Even though the sign on the front door says they open at 7:30…they don’t. When I called from outside to ask them when they opened, they were stumbling to answer and said around 9. I asked if they had glass mosaic tile and they said probably. Probably… don’t you know what you sell?! Too bad for them… because I was about to spend a lot of money in there. Go to «the tile shop» in Springfield instead. Less pretentious and no pressure from the sales people.

This place has it all! Excellent tile selection. They have great tile in stock at great prices. Of course they have high end offerings too and anything in between. Their sales people are extremely helpful. We got tile here for a rehab for 4 bathrooms, fireplace and backsplash.

I wish I could rate them zero stars. I tried really hard to work with Firuze, but they just couldn’t seem to do their part. We loved one of their kitchen cabinet lines — it’s absolutely beautiful, and we got a very high-​level estimate on it. About 20% more than a nice line at Home Depot, but worth it.
They simply cannot deliver. I don’t know how they stay in business, but it is absolutely the worst customer service I have ever had in recent memory, perhaps ever.
After I gave them the (non-​refundable) $ 500 deposit to do the design, I had a few questions and emailed the designer. I heard nothing from them for awhile. Then when I finally heard 3 weeks later, I learned that the kitchen designer I had been assigned only works one Saturday every two weeks! That should have been a red flag, but we really liked the cabinetry (and the deposit is non-​refundable), so we got a new designer assigned, and were ready for the measurements. She came out within a couple weeks and took measurements — and it’s all downhill from there.
After promising and then simply not delivering the design via email for several days in a row, I finally received something. They had added more than 4′ in length to the kitchen, so the design didn’t work. I pointed this out, suggested how to configure the cabinetry (I am trained as a landscape architect and have done a couple of kitchens in the past, so it wasn’t a big deal), and then waited. and WAITED. And waited. And waited. The designer kept promising me drawings, and didn’t deliver. (Mind you, she’d promise them, but then wouldn’t send them and never told me they’d be late. I only got additional promises after I called or emailed.) After 2 weeks of additional delays, I called the office manager. He said he was working on them HIMSELF, and I’d get them the very next day. Nothing.
Repeated attempts to get something turned up nothing, except about 4 weeks later I got an email from the designer with an estimate, but no drawings! And, once again, she promised them later that week. Of course they never came.
three strikes and you’re out, so the third time I was promised drawings and got nothing (after the manager didn’t get them to me) we went ahead and worked with another place. in one week we had the drawings and had placed the order. Amazingly — incredibly — we never heard from Firuze again, and it has been another couple of months since then.
Because we liked the handles/​cabinet pulls that they carry, I finally contacted them to ask if we could order the handles, noting that since it had been more than a month since the last time they promised the drawings, that we had to order cabinets from someone else, because we were without a kitchen and had to move forward on it. (Another problem: Firuze cabinets take approximately 3 months for delivery; the others I ordered were to us in 5 weeks.) But I was non-​confrontive; just said that we were still interested in ordering the handles. No return call; no return email.
We’re purchasing the handles elsewhere, of course.
The absolute worst experience I can ever remember. Stay away. Do NOT give the a deposit. You will lose it. Terrible terrible terrible.

Called 4 times in succession to Firuze on Sunday, 12 June to complain about serious customer service issue. Kept getting voicemail. It was clear they were redirecting the call to vm as you could hear the transfer beep. On fourth call, Mehmet picked up. Told him that I felt the countertop was outside their scope as they had tried 3 times to install and each occurrence failed due to mismeasurement. Told Mehmet to issue me a credit for overpayment plus $ 200 credit for damaged cabinets (agreed to prior). He insisted on talking with the installers to determine what the issue was. I explained multiple times it was due to mismeasurment and asked WHY he didn’t know what the issue was. I asked again for the credit. As he continued to talk over me, I yelled at him to be quiet and let me finish talking. After I explained that I had already lost 3 vacation days and my carpenter, he said the countertop company had already lost $ 3000 as they initially cut the wrong stone (due to a miscommunication between them and Firuze). He also said that he did not charge me for the upcharge in the new stone. I explained I did not charge them for my lost time at work. I said I would settle for the stone, but with a discount. He refused and said he wanted to talk to the installers. We agreed that he would call me no later than noon on Monday, 13 June with an agreeable resolution for both parties. I told him that unless the resolution was satisfactory for me, I would sue them. I stated it again. He said the mitered edges were difficult and that had I ordered a flat top it would have been easier. I explained that I was clear upon ordering that I wanted mitered edges and showed him an example in his own showroom of what I wanted. Agreed to wait until noon on Monday, 13 June but was clear that any solution that was not acceptable would be met with a legal suit.
EXTREMELY POOR CUSTOMER SERVICE. RECOMMEND AVOIDING THIS PLACE AT ALL COSTS.

Firuze is a great place to get kitchen and bath design ideas. Their showroom has a wide selection of styles, and the staff seems very helpful with aiding customers in design decisions. It is definitely more expensive than other places that help with home improvement (Apparently Versace does more than just clothing — as Firuze has brochures for their interior design service!), but they have high quality products and a lot more options. I was there to look for bathroom redesign options with modern and functional appeal, and this was a great place to browse for new ideas. While they focus mainly on tile, I noticed that the store also has a selection of hardwood flooring.