Member Reviews

2 Star Review by Cam

I recently engaged with the Countertop Factory through their Home Depot contract for a kitchen project involving countertops and a backsplash. My experience was far from seamless and left me frustrated with several aspects of their service. I encountered a series of delays and misunderstandings that significantly impacted the project's timeline. The measurement agent's refusal to acknowledge the possibility of a different slab thickness and their unwillingness to proceed due to a missing corner cabinet underscored a lack of flexibility and problem-solving approach. The company's inability to provide accurate measurements and a transparent explanation for their decisions was a major concern when discussing cutting the slab to 2 cm instead of 3 cm, and providing clear acknowledgement why the backsplash would be in 3 pieces instead of 2. Even though the installation process proceeded eventually, the oversight of not drilling the faucet hole to the correct size for the faucet that was present on-site was a letdown. This detail should have been noted and adhered to, and its neglect displayed a lack of thoroughness and attention to customer specifications. Additionally, no receipt of signed documents were ever signed. In conclusion, my experience with the Countertop Factory through their Home Depot contract left much to be desired. The communication issues, delays, measurement inaccuracies, and a lack of attention to detail were frustrating and overshadowed any potential positives. While I acknowledge that experiences can vary based on who you work with, my personal encounter did not align with the level of service I had hoped for. The saving grace in all this was the color-matching of the seam was acceptable. Disclaimer: This review reflects my individual experience and perspective with the Countertop Factory and their services, and may not represent the experiences of others.

Submitted by Cam on Monday, Aug 21, 2023

The Countertop Factory Midwest

5 Star Review by Katie Reiter

We worked directly with The Countertop Factory. Through the entirety of the project they were prompt, honest, and professional that help us put together a kitchen that we absolutely love. TCF has multiple partners where you can go and view slabs and help make the tough decision for the stone you will select. Going in and picking your slab is simple as they do all the work. Then came the measurement and our technician Howard was great. He was extremely thorough and gave us exactly the layout and made sure all the measurements were precise. Then finally came the install. The installation process was again extremely thorough as they spent 6 hours of their day making sure the countertops were perfect and exactly what we expected. I had never seen a seam on a countertop this unnoticeable. The entire team at TCF made sure we were taken care of and our kitchen turned out even better than we imagined.

Submitted by Katie Reiter on Thursday, Aug 03, 2023

The Countertop Factory Midwest

1 Star Review by Jennifer Reif

AVOID!! (This is the place Home Depot uses) I made a huge mistake by trusting this company with my countertops. We were delayed multiple times because they kept sending me paperwork that had a backsplash when we asked for no backsplash. We had to tell several people several times that we didn't want a backsplash and the still got contacted saying we owed over $100 for 2 extra square feet. When we asked what the 2 extra square feet was, we were told it's for the backsplash!! Unbelievable. Once we finally got them to understand that we didn't want the backsplash, we had an install date scheduled. The morning of our install, that my husband took off of work for, we got a call saying they had to cancel because someone called in sick. Then we got another install date for a week later. The guys were in and out so fast we didn't even know what happened. Once we got to inspect the countertops more closely, we realized they had made them with the wrong edge. We ordered the D edge with no seams and we got a rounded edge with seams!! We also noticed that there was exposed particle board where the seams did not meet in one area. We have reached out to the company a dozen times through phone calls and emails and have yet to receive any help! It's been 2 weeks! Meanwhile, our kitchen remodel has been halted as we wait for this to get resolved which means we can't install the kitchen sink and have no running water in the kitchen! I am so upset this has been a complete nightmare and I would not recommend this company to my worst enemy!

Submitted by Jennifer Reif on Tuesday, Jul 25, 2023