THE COUNTERTOP FACTORY

Overall not a great experience. Absolutely terrible at communication. Will not answer their phones and rarely respond to emails. The installers showed up at 3:30 pm on a Friday and then proceeded to scratch our new countertops with their equipment (see photo). Followed up with the Countertop Factory to correct the issue and they finally sent out someone 3 weeks after install who showed up unannounced and told us the entire piece had to be replaced. After this we haven’t heard anything back from them for over a week. Has caused a 1 month delay in our kitchen renovation so far with no end in sight. Look elsewhere if you’re interested in quality customer service and products.

I would never recommend this company. I waited months to have the countertop installed and they rarely answered my calls. When i talked to someone i was told various lies about the delays. Finally they gave me an installation date but did not show up. After many calls they finally rescheduled and a few weeks later actually came to do the install. Everything went well with that but after they left i noticed a crack in my kitchen cabinet. I have called lowes installation team and the countertop company and again little or no response after 3 months. Don’t ever use this company. They cannot be trusted to do the work. I blame lowes for contracting with this company. Lowes team tells me they are trying to get a response from the company but they don’t have any more response than i have. Stay away from this company unless you want endless months of frustration.

Great quality & follow-up service. Understanding that custom work takes longer than buying premade is key when purchasing. About 2 1/2 weeks from measurements to installation.

If there were negative numbers I would choose that. Giving them 1 point is far too generous. There is no communication. No, follow up and their projects go on and on because they are such a disorganized mess. Project managers who have never once been on site. People who do the measuring who do not measure the correct things. The installers were great but can only do what they are told. Hands down one of the most incompetent companies I have ever worked with and I have been renovating homes since 1977. The amount of my time and money these people have consumed with their incompetence is infuriating. Don’t purchase granite countertops from Home Depot, Peoria, IL or there granite supplier The Countertop Factory, Addison, IL.

We did not have a good experience. They took over a month to get our counter tops to us and were very hard to reach by email or phone. When the countertops were installed, the installers were so late, they didn’t finish until 10p on a Friday night. Additionally there was a mistake in the way one of the counter tops was cut. When we called to complain, the rep was actually very responsive and had a replacement counter top piece installed quickly and at no extra cost - so we appreciated that very much. But I would avoid them in the future and wouldn’t recommend. One month is a really long delay. We didn’t choose them ourselves - they are the installer for countertops purchased through IKEA.

I would love to give The Counter Top a better review based on their excellent product and professional installation, but their customer service really sucks. I have been waiting for almost three months to get a copy of our warranty. I have lost count as to the number of phone call, emails and people I have talked too and have gotten nothing! How hard is it to email or send a copy via snail mail? All I'm asking for is a copy of the warranty! Through another review service, I have gotten the names of the president and owners. I will be contacting them next as well as Home Depot. I will say, however, the are experience with THE COUNTER TOP FACTORY was overall pleasant. After an initial measure that was done incorrectly, they came back and remeasured at no additional cost. Our work was done in a 6 week time frame which we thought was very acceptable. The installers were very courteous, well mannered, clean and took the time to answer all of our questions. In fact, they forgot to bring the back splashes and someone drove them over from the factory. Because of rain, they had to come back the next day and finish the job. Again another outstanding crew. They need to do something about their shoddy customer service. Answer your phone, voice mails and emails!!

The defects on the first install were so bad that they agreed to cut a new countertop. The second install was the same defects in cutting as the first one. The third install saw the sink cutout wrong and didn't fit the Franke sink we gave then the template for. The installers even said that the sink cutout was bad. They tried installing 1 piece of the 4 piece backsplash and it was so bad that they just left it. Then they abandoned ship. It was 2 weeks of no contact and then we called Ikea to complain. Ikea gave us a full refund. The Countertop Factory came to get their countertops and they came and picked them up and we used another company called Urban Countertops which were great.

Poor quality of workmanship. Our project was fairly simple - we were putting countertops in our bathroom, i.e. marble on top of sink cabinet and trim around the tub. However, what appeared to be a simple job, Countertop Factory turned into prolonged and very costly nightmare. The installation dragged into 2 separate appointments. Dishonest and unskilled installers - they delivered a backsplash that was broken and tried to convince us that by gluing both pieces the issue will be resolved and "that's how it's done". Furthermore, they didn't measure properly for the trim around the bathtub and as a result drilled a hole for the faucet that was 3" off where it should have been. All that while they were standing right in front of the bathtub. My advice - if you're looking for a company that will treat you like a nuisance, will have no regard for your schedule, provide shoddy and dishonest installers that do subpar work - Countertop Factory is the place for you. Otherwise, look elsewhere. There are plenty of other reputable companies that actually deliver high quality installation and above all, are customer focused. There is simply no reason to put up with the hassle that Countertop Factory provides, while also paying high prices for shabby work.

I love my countertop but this company is terrible! 1 month to receive countertop when home depot quoted 2-3 weeks at most. Had to repeatedly call to get the install scheduled because their "only scheduler" Rose never returned messages or picked up her phone. They tried cancelling my install an hour after they were supposed to be there. The installers scratched my 1 week old slate refrigerator and the Manager Jeffrey is not returning my call. The lady that called asking how our install went offered us a cutting board for our inconvenience. Does a cutting board seem like adequate compensation to anyone else for damaging a brand new appliance? It sure doesn't to me. This is horrible customer service! Please save yourself a headache and at least look elsewhere.

Countertop Factory contracts with Ikea Schaumburg for installation of their quartz (Caesarstone) counters. Our experience with this has been very dissatisfactory and this review is to warn anyone buying counters through Ikea to expect to have to micromanage your installation. At measurement, our cabinets were perfectly installed and no issues were found. Over a week later after hearing no update, we followed up with Ikea and found that Countertop Factory had not input the measurements correctly and had we not called, materials would not have been ordered. This was rectified and materials were ordered. Countertop Factory is very poor at follow ups and responding to emails, when we finally called again over a week later (due to emails that were not answered) we learned that materials would arrive roughly 2 weeks after they were ordered. I'm not sure if this is typical but regardless, it would be another at least 7 days out for installation after the materials arrive and no, they would not preschedule us. At this point we'll be well over a month without counters due to an error on Countertop Factory's part and unwillingness to plan ahead. Most of this has been learned because we had to chase them down for status. I don't recommend you hire them on your own and if you have no choice (Ikea) know you need to stay on top of them.

I love my countertops. The installation looks great so the end result is very good. However, when they came to deliver the countertops and install it they had only one of the pieces and it took them hours to go back to their factory to finish making the rest of the countertops and bringing them back so it took incredible amount of time but the work was good and the result was good. I'm kind of aggravated at that time. The installers were great but the factory was the problem.

Services were arranged through our designer, who had worked with this contractor for a number of years. They took a long time to measure and design the work, made a mistake in fabrication, and took an excessively long time to complete the installation. Our bathroom project sat dormant for approx. 6 weeks waiting for them to finish their work. Their communication was terrible (designer was at her wits' end trying to get them to complete the work) and when they finally came to install the last pieces, their workers failed to use tarps or even close doors, resulting in a layer of marble dust on every surface in every room of our condominium. They could not have been less considerate, and although they agreed to compensate our designer for a cleaning crew, there was not a word of apology. They claimed that the complexity of the work required them to go slowly, but they never told us up front that it would take that long, and the complexity of the job didn't change from the time they agreed to do the work. And with this type of project and material, you are entirely at their mercy. The final product looks great, but this was a very, very frustrating experience.

Unprofessional. Rude. Noncommunicative. Extremely late installation and shoddy craftsmanship. I purchased counters through IKEA, who partners with The Countertop Factory. After purchasing my counters through IKEA (and receiving a discount because of their kitchen sale), I was contacted by TCF to measure. While he arrived within the quoted timeframe, I found the man who came to measure very rude and unprofessional. My countertop sits between two walls, yet because my cabinets weren't yet completely level he said he was being "generous" for not making me pay $150 for a second trip to measure once level. My counters sit between walls - the distance won't move. He was unable to give me a date when my counters would be ready for installation, except 10-15 business days. He said I'd have to work with IKEA on any monies owed if the actual measurements varied from the estimates IKEA and I used for payment. I called TCF a few days after measurement to ensure everything went through and nothing else was needed from me. I was called a few hours later and left a message that I needed to go to IKEA to 'settle up'. When contacting IKEA, they had no knowledge of any measurement differences or what "settling up" was outstanding, they said everything was going through as planned. 17 business days after measurement, my counters were finally ready for installation. I was told the delivery would made between 3-5 PM. My husband took half a day off work to ensure he could be available. At 6:00, he called TCF - they were closed, no answer. He resorted to calling the man who measured - he (reasonably) had no idea where they were. At 7 the installers called me to say they'd be at my home in 50 minutes. At 8 they called and said they needed another hour, was that ok. When I said Yes - I wanted it done today, they sounded surprised (and disappointed) and said they were on their way. Arriving at 9 PM (4 hours after the last window of our delivery timeframe), they blasted music and completed the job in two hours. When I came home I immediately noticed that the seam wasn't as seamless as the measurer had said, nor was my sink entirely undermounted. I can see and feel the glue, despite requesting an overhang of the counter over the sink. We called TCF to help understand why no one contacted us to inform us of the delay, with no response. I cannot recommend this company.

l purchased my kitchen granite countertop with my cabinets and Countertop Factory was the vendor used for installation. They were always professional and answered all of my questions when I called. The person who came to measure was here for about 3 hours and asked many appropriate questions to make certain I understood exactly what I was getting. An example is we discussed where the granite seam would be and the possible options. This was also discussed when I selected the granite but the question is much more relevant when the cabintets are in front of you. The granite installers did a great job. The seam is almost invisible due to an excellent color match, everything fit perfectly, and everything was done exactly as we discussed. In addition, they were on-time, pleasant and totally cleaned up before they left.

We called and asked if they had a particular color of quartz in stock and they had one the size we needed. They gave us a great price. I went out and looked at it and found that it would probably work for our project (I'm an interior designer). We paid for it. When the cabinets were installed, they came out and measured. Our GC was not very good at project management and all of a sudden he needed a bunch of things done but it was all dependant on getting the countertop installed. So, we had to have the installer squeeze us into a time. Unfortunately, they were REALLY late and we kept calling and they kept saying they were almost there. So not sure why that last part happened. I know we did get squeezed in and so I appreciate that effort and I can't totally blame the tardiness. All I can say is that it would be good to let us know while it is happening so our client and everyone involved isn't affected and isn't in the dark. It made us and Countertop Factory look bad. The final work is gorgeous!