New Quartz Countertop Destroyed?

3 years ago

Hey there! I recently had my new kitchen installed and opted for pure white countertops by "Quarella" which is a popular option with Silestone where I live.
When the stone arrived, it had a great sheen to it and was almost like a mirror, but after the fitters had finished I began to see some round marks on it where there was little shine and smear marks all round the edges. Despite cleaning it thoroughly with the product they recommended, they wouldn't go away.
So the fitters came back and started to use different products to get rid of the stains and instead made it worse by staining the whole centre of the countertop and leaving a big matte are, as can be seen in my first photo. I asked what had happened and they told me that it must be the material because they always use thinner to clean quartz with no problems. This surprised me as I would have thought paint thinners would be corrosive on stone.
So later they returned with a machine to polish it out and now insist it is perfect and quartz is meant to look like that. I, however, still see shadows and smears and am not happy with it, but they insist that there is nothing there. The current state of the new countertops are is in the other photos.
I am really disappointed with how it looks, especially considering how much it cost and how hard I had to work to save up for it, and would really like to know if it really is normal, if there is any way to repair it or if the only solution is for me to push for them to replace it. It was such hard work getting it up here too as the island is 10 foot by over 3 foot and had to come up on a platform with paid permits.
Would really appreciate any advice or experience with this, as it has turned into a complete nightmare. Thanks in advance!

Featured Answer

Stephen D

2 years ago

Stop worrying. It looks great. It will all lose its lustre over time. Even If you keep to recommended cleaners or bar keepers friend etc.. you will never keep it pristine unless you don’t actually use it.

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Comments (13)

Jonathan
3 years ago
Quarella is a quartz like Silestone but is a different product- so you should satisfy yourself that you have got the same quality you paid for.

Separately I can’t see any issues from the pictures but in your position I would be wondering if what you now have is the polished finish of the original sample you will have approved. For what it’s worth though the pictures make it look stunning.

I would also wonder if the polishing machine used by the worktop fabricators has stripped any top coat of protection. Some real stones and quartz have been a seal applied - check if that is the case here- most likely it can be applied once more if necessary.
User
3 years ago
Hi Adam, we’ve have just been through the exact same problem! We have Silestone quartz and after installation there was dull shadow areas, especially around the joints which looked dirty when the light shone on the area. We had visits from Silestone, and the fabricator and eventually it was agreed the problem was caused by chemicals and excessive rubbing during the installation. The installer polished the areas ‘to even out’ the marks which just removed the surface polish around an extended area making it worse.... We persevered with our complaint and thankfully now have had the worktops replaced. It was a huge effort but so glad we did as the end result is perfect. As you said it is a huge cost and will be in position for years, so I would push to get the quality level you have paid for.
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Adam
Original Author
3 years ago
Thanks for your comments. I feel that I am right to be fighting for this now that I know it hasn't only happened to me and I'm not as crazy and neurotic as they would like me to believe. They used a neat thinner on the edges, I know this for sure and two weeks later, the flat still smells of it when I walk in in the mornings. I guess I am going to have to threaten them with getting in touch with Quarella if they refuse to solve this and change the stone.

I suppose if you didn't know the difference, you probably wouldn't really notice, but I still remember how it shone the day it arrived and looked very polished. In fact, I chose it because it seemed to be the most reflective of all the quartz samples and I still have them here. Look way more polished than the state of my current worktop.
User
3 years ago
Hi Adam, I know how you feel as we were made to feel we were imagining it.... if needed you can use a gloss meter to measure the surface finish and prove a difference. We just mentioned we would do this and that was enough in the end. We also reminded the kitchen company we purchased the kitchen from that our contract was with them and not the installer or the fabricator etc and they organised the exchange. Hope you resolve this soon. Good luck.
Adam
Original Author
3 years ago
Just a quick update.. They say that they are being sent a special polish from the distributor to fix it.. apparently another client had the same problem and it "somewhat improved it"... Not holding up much hope to be honest.
Adam
Original Author
2 years ago
So I finally got them to change it after months of fighting and they installed it this morning. They told me to wait an hour to clean it because the glue had to set. So I just cleaned it and there are 3 marks which don't come off. I phoned the installer and he got angry with me and told me he can't do anything else and I want everything to be too perfect and inconsistencies in the polished finish are normal. He gave me the manufacturer's number and hung up. Now I don't know what to do and if this really is normal or if I'm being neurotic. Please let me know you're thoughts and if its worth contacting the manufacturer.
Daisy England
2 years ago
It’s difficult to tell from the images.

Not sure if it works, or whether it may dull it down in the specific area you have a problem but was reading on another site that someone recommended a very light rubbing with wire wool. I’ve used this in the past for a really smooth finish not on worktops though and you do need to make sure you vacuum up the wire wool deposits.

Might be worth a try if you are desperate. Good luck.
Hilary Earle
2 years ago
I can just about see the marks that you mean, and really do sympathise, but your kitchen looks fabulous! When I get a new 'thing', i am horribly anxious until the first mark, after which I find I can relax. You have to live in the space, not maintain a showhome. My pal's husband installed a uniquely-shaped gleaming stainless steel countertop and, during the first week, while whisking a vinaigrette, she got salt under the bowl. Disaster. So, amidst much angst, husband took wire wool to the whole surface to achieve a grainy surface. Temporary disappointment followed by relaxation! Time to get out your Grayson Perry vase of peonies and open a bottle...
Adam
Original Author
2 years ago
They changed the whole stone in the end and there are two little marks, but I thing I'm going to have to accept it, as I don't trust them to do anything else to it. Anyway, unless you know it's there.. I don't think you will notice it.
Hilary Earle
2 years ago
Well, that looks absolutely sensational! I've just ordered a white quartz countertop which won't go in until November but i'm already on tenterhooks...
Adam
Original Author
2 years ago
The best of luck! Hopefully I just got very unlikely.. but it seems to be a repeating theme in my renos 😅
PRO
Earl & Calam Design and Build Ltd
2 years ago
Nothing in building is perfect, but when you effect the factory finish there is no getting back to it. Sounds like you did well to get it changed, now enjoy it.