Andrew Lauren Interiors

We were forced to use this company when we bought granite countertops from Home Depot. It's obvious that this company takes advantage of your being stuck with them to the customer's disadvantage. I was told 2 weeks from kitchen cabinet install to granite countertop installation. It's now looking like 7 weeks. That's 7 weeks without a kitchen and way to cook, prepare and wash food and dishes- I don't know about your family but that's a lot of time to have to pay to eat out when you'd budgeted for 2-3 weeks! Firstly, they are understaffed, forcing us to wait 3 WEEKS just to get an appointment for a person from their company to do the countertop template. Then another week to get an appointment for the granite layout, where you choose what part of your granite slab you want on what part of your kitchen. Then they neglected to mention that they didn't even have the slab yet so layout appointment had to be delayed until the slab arrived. Their customer service agents on the phone were rude, apathetic and unhelpful. When I asked if there was any way that I could get a closer appointment time they flat out said "No" in an indifferent tone, and then proceeded to talk over me. When I asked to speak to their manager, I was refused, and told that the manager had left despite their having put me on hold to ask said manager a question not 60 seconds prior. When I left a message asking manager to call me first thing the following morning then, I never got a call. They, of course, claimed they had called despite my smartphone (just like everyone else's) logging each call that comes in with it's originating telephone number and time/date, clearly showing that no such call or message was received. If you can't call, or forgot to call, fine, just say that, don't lie about it. Now, with all of these unexpected delays, the 2 weeks to cut and then install granite from layout time will be extended too, due to it now falling within the Thanksgiving week period that it was supposed to be completed well before. If we're lucky, we can expect installation the first week of December. I have never been treated worse when spending a large amount of money at a company!

It went horribly. Almost three months after the initial installation, I have a piece of plywood sitting in one space of my kitchen (for a counter) and another counter top hanging lopsided, about 2" off the edge of my cabinet. I needed to put my home on the market a month ago and cannot do so until my situation is resolved. I have been in contact with Andrew lauren via phone calls and email every week since the issue arose. In August I ordered solid surface counters (Himacs) from Home Depot and thereby was required to use their contractor, Andrew Lauren. My first interaction with Andrew Lauren was with the employee/IC who came out to measure. This employee, though very friendly, talked non-stop, did not appear to be paying attention to his work, and solicited a $100 "tip" from me by telling me that is what he got from the previous homeowner. Although I had my doubts about this person and his accuracy, I felt pressured to tip him, and when I did I was thanked for the "Pizza Money for my kids". At the time of installation, the two workers revealed that they did not have a counter top for my small "breakfast bar counter (36 7/8" x 14"). The measurement person never told me he wasn't measuring that space, (He only asked me if i was going to demo it. He then proceed to tell me how easy demo would be). At no point did he tell me that he was not measuring it, although I cannot recall if it was depicted in his final "drawings". He talked non stop, and often about non-sequitur things while trying to get me to approve the "drawings", it was very distracting. The workers finished the other counters and asked me to inspect. the work and sign off, while we all stood in the kitchen, which is a slightly narrow "walk through" type kitchen. I did not notice that they had installed one counter off-center, leaving it with a 2 inch overhang on one side and no over hang on the other side, until they left. I discovered it that evening when i could not open the freezer side of my refrigerator. I promptly called my Home Depot sales person, Daniel, who said he would look into it. Andrew Lauren agreed to come back out to my home the next Saturday. They never showed up, but they claim they did. Both myself and my fiance were home the entire day and no one ever arrived at our building or called us. When I called to ask why they didn't show up, i was told they did show up. Impasse was effected on the matter, however no one ever- at any time- offered to send another representative out. Next I asked about the small breakfast bar counter and was told that their records show that I did not ask for that to be included (Home Depot confirm this). The final receipt shows that I did not pay for the Breakfast bar counter. I gave some thought to alternative materials because I needed to get the work done in early October, but was told by a realtor that I needed to have this piece match the rest of the counter. So I sought out Daniel (at Home depot) again to try and order the breakfast bar counter. Based on its size and materials, it should have costed about $200. Home Depot informed me that they could not submit an order for less than $1,000. I explained to Home Depot that this circumstance was unacceptable because (a) Andrew Lauren's measurement team was at fault for not originally measuring the area, that the measurer was unprofessional, and that (b) the other counter still needs to be corrected by Andrew Lauren. Home Depot was unable to convince Andrew Lauren to fix my problems. When i called Andrew Lauren directly, I was told that they sent someone out to look at the "over-hang" counter, but I was not there. I disagree with this characterization, as I was there, and have a witness to prove that. Nevertheless, They refused to come back out to look at or correct the over-hang counter, because "they had already been there". Additionally, they told me they would not correct the breakfast bar counter situation unless I spent $1,000. They refuse to take any orders under $1000. I suspect Andrew Lauren ignores complaint because they would have to newly fabricate a 24" x 24" counter to correct the first error, and they don't want to buy a whole slab from their manufacturer. I suspect that because when I called Andrew Lauren I was told they would not fabricate/install the breakfast bar counter because they don;t want to pay for a whole slab. After fruitless efforts with Home depot I called Andrew Lauren and spoke to Jamie. Desperate to get anything done, I offered a compromise. I suggested that if they just fabricate the 36 7/8"x14" breakfast bar counter, I would forego my complaint about the first issue and do the installation myself if they would just get me the piece. She told me they would not do it, because they don't want to order a whole slab. I asked her to check with her warehouse for any remnants. She agreed to do this, and that she would call me the next day. Jamie called to tell me there were no remnants and they could do nothing for me. I argued that was unacceptable and that I needed correction of my problem. The matter is compounded by the fact that this product (HiMacs solid surface counters) is ONLY sold through Home Depot and only installed by Andrew Lauren. There is no one else I can go to. THUS, I sent a long email to "Mark N" at Andrew Lauren (found his contact info on their website), explaining my problem and proposed compromise. I promptly (the same day) received a call from Jamie where she stated "Home depot will take care of you." That same day I contacted Daniel at Home Depot who responded the next day, telling me he had not received a call from Jamie or Andrew Lauren. He called them himself and he said that Jamie told him they never agreed to fabricate my breakfast bar counter. Last week I sent an email to the Andrew Lauren president, J Salveson, describing my problem. J Salveson has not responded to me in anyway and my situation remains unresolved. I would like my 24"x24" counter fixed to eliminate the overhang and I want my breakfast bar counter (36 7/8" x 14') counter fabricated. I am happy to pay the additional $200 for the breakfast bar, but the other piece has to be at their cost. I don't know who else to turn to. I cannot even show my home with this plywood counter top in my brand new kitchen.

We purchased a number of Silestone counters for our master bath and entry hallway from UGMC/Andrew Lauren through Jay Osbourne at Pacific Sales. The measuring process and ordering was super easy and their pricing was the best. Jay did a great job but I feel the workmanship of Andrew Lauren was exceptional and they were flexible on scheduling several installs at our home.