Member Reviews

5 Star Testimonial by Shawn Kendrick

My wife and I decided we needed some countertops, more my wife, than I, SO, we went to Bailes Granite & Marble for our countertops, after shopping around. They had the largest selection of big slabs of rock, as compared to Lowe's or the other local shop, whose name slips my mine ATM. Our customer service representative, was a young lady named Megan Carper. This young lady, has to be the nicest, most personable sales lady I've ever dealt with, being 46, despite my appearance of having aged poorly. Now normally I would zone out and occupy my mind with whatever I can, till my wife has picked whatever we're purchasing, and wake back up, once she's made her selection. However, that was not going to go down like that, as Megan made me feel like we were all family, engaging, and planning out, what would be, our future countertops. Her bright and engaging personality, and attention to detail, really drew us both in. She walked us out, and was extremely patient, as my wife often has difficulty making a selection when faced with a broad selection of anything, where she can find multiples of things she wants to take home. Thankfully we were getting countertops for our kitchen, and not a pet. Megan looked at our pictures of our current layout, cabinets, and showed us some pieces that would most likely go with the cabinet choices we'd previously made, however I will note she was never pushy, and I feel if my wife was still undecided come nightfall, Megan would've been in that slab yard, with the patience of a saint, and offering insights with the same amount of excitement, and enthusiasm. As for measuring, the road crew staff was above and beyond professional, but they were funny down to earth fellas that never showed any indication of annoyance at my occasional inquiries of the installation process, the laser diagramming thing, as well as the thin wood framed dealy, they use to ensure the most accurate fit, and measurements. I am not the sort who watches those home makeover shows. I am at best a inept novice when it comes to this sort of thing. I'm more the fix anything with zip ties, and duct tape. I'm posting some pics, but I have "hand scraped" wood floors, which were also new, and part of this remodel, but a separate, and unrelated project. Mint as they were, they are still the same mint condition, afterwards. If it's not clear, I was extremely impressed with the whole process, as well as the feeling they cared as much, if not more so, about the end result and appearance of my kitchen, as my wife, or I did. Impeccable attention to detail, and professionalism, throughout the process, from our first contact with our sales lady Megan, to the on site installation crew, who were tasked with maneuvering those billions of year old slabs of highly polished rock, into our home, which doesn't have the most ideal entrance plans, when it comes to moving large heavy objects in. Another thing I'll note, as to the attention to detail was their ability (another example of above and beyond, in the attention to detail department) to sort of match up the seams of colors, amongst the sections of stone, so it appears, as close as possible, to be one giant piece of stone countertop, rather than multiple separate sections. Apparently whatever being, bang, or religion you subscribe to didn't think to include our exact kitchen plan, when making the aforementioned billions of year old slabs of granite. Inconsiderate on the part of the rock Gods, I know. Now, you might think a major bottom line cost would factor into all the above. You get what you pay for, right? Well, actually, no, the cost was actually notably lower than the quotes we'd gotten at the other granite, and earth rock shops. I honestly can't give a perfect one to one comparison, however, as the other places we shopped simply didn't have the selection of stone, on site, nor was the stone available as "pretty". I was surprised at the amount of pretty slabs of earth rock this place had on hand. I was fully expecting to be picking a vague representation out of a catalog. 5 STARS.

Submitted by Shawn Kendrick on Wednesday, Apr 17, 2024

Bailes Granite & Marble

1 Star Testimonial by Lori W

The sales department was great and the granite I ordered was beautiful however the guys that delivered it scratched my wood floors and the company refused to repair it, and even accused my husband of scratching the floors while moving the appliances, which have wheels and were not even moved into the same area!! They also scratched the sink they installed. One of the guys sat on my dining room upholstered chairs in his dirty clothes playing on his phone. The customer service representative would not return my calls and when I finally did speak with her, she was not friendly or apologetic. I offered repeatedly for them to come to my home and take pictures to see for themselves and they didn’t. I got an estimate from the flooring company who installed my floors and he agreed that it was due to their cart being wheeled in with the heavy granite in it. I was very kind and respectful every time I spoke with them and tried to deal with this matter in a mature way. I paid cash for their service and thought I would be dealing with a reputable company that would stand behind their services. I am extremely disappointed with how I was treated by their customer service department.

Submitted by Lori W on Friday, Feb 16, 2024

Bailes Granite & Marble

1 Star Testimonial by Ginna Ours

I would rather give this place zero stars. This was a terrible experience. They have no communication. It takes forever just to get things measured and by the time it’s measured and scheduled for install, they come to “measure again”. Megan Carper was incredibly unprofessional stating the office was just so busy and understaffed, which is what she blamed her lack of communication on and when she dropped the final ball she emailed and stated “I should have called instead of emailing but I’m sorry for the miscommunication and also here’s yours balance”. I DO NOT RECOMMEND THIS PLACE.

Submitted by Ginna Ours on Friday, Dec 01, 2023

Bailes Granite & Marble

1 Star Testimonial by Tim Ganser

Service was incredibly terrible. I asked for a bid on job I wanted Bailes to install, it took over 3 weeks before they said they couldn't do it. I lost the project because of this terrible company

Submitted by Tim Ganser on Friday, Jan 13, 2023

Bailes Granite & Marble

5 Star Testimonial by Jeff Ferguson

Wow! What a diversity of opinions! Bailes just finished installing our 90 sf of granite, and everything about the process went absolutely perfect. Dave Bromily is a consummate salesman, treated us right, and seemed to care inordinately that we got the correct stone for our kitchen. The process from start to finish was about 3 weeks, and we visited Bailes three times, though the first visit was when I was driving right by. We live about 80 minutes away from them. I got an impromptu tour of their cutting and edge finishing process, which is very computerized and state-of-the-art. The review that complains about price movement from shopping to installation is unfair, as Bailes can't be expected to have a job-specific quote prior to coming out with their fancy measurement apparatus, and getting a true CAD layout of the work. In our case, I'm an engineer, and went in with a fully-dimensioned drawing that was certainly within 1% of the actual square feet, and our price did not move at all. For the stone we got, relative to offerings I viewed at Lowes and Home Depot, they were NOT the cheapest, but you get what you pay for. In our case, what we paid for was a 3-man installation crew that consisted of all VERY SENIOR experienced professionals, and our 5 slabs and 6 sections of backsplashes all fit absolutely correct, and as tight as Dolly Parton's bra. The pattern match-up on one necessary seam (190" long counter run) was SHOCKINGLY well-matched, and if you were standing in the room and I didn't tell you to look for a seam, I don't think you'd notice it. One of the included pictures that looks into the corner has a seam, so go ahead and try to find it. There was even a good bit of diagonal pattern alignment where the pattern of the backsplash came down and converged continuously with the countertop section. I did NOT expect any of this to happen. I honestly cannot think of one single aspect of this transaction that could have been improved upon; the entire episode was probably the most upstanding and fair interaction I've had with a service-oriented operation in my entire life; and you must know that I typically complain about SOMETHING in every interaction I have like this. Please don't laugh too hard at our 1964 cabinetry in the pictures - we're going to finish the faces and install new handles soon.

Submitted by Jeff Ferguson on Wednesday, Oct 19, 2022

Bailes Granite & Marble

1 Star Testimonial by Lindsay Toney

They do not care about wasting your time and they are over priced. Before my counters even came in they hit me with a $2500 increase compared to what I was quoted. When the slabs came in they ended up looking nothing like the picture she sent me, so they were going to let me chose something else. I couldn’t find anything that I liked , so she said she would send me pictures of other options. The next day she texts me and tells me she can’t send me pictures because I did not like what she sent before and that I would need to drive to Columbus. Oh sure let me carve out 7 hours to drive to Columbus back in a day!? This is after paying $3100 deposit. We made a second trip to Charleston in 2 days (we live an hour away) and pick out some options. Only to be text 4 days later telling me she was sorry she didn’t realize the options I picked out were already sold. Huge waste of time!!

Submitted by Lindsay Toney on Monday, Jan 24, 2022

Bailes Granite & Marble

5 Star Testimonial by Tom Jackson

We Couldn’t be happier with our choose in using Bails Granite. The entire process was seamless. Our sales rep Dave was awesome. They did everything they said on time. I would highly recommend them. Don’t look anywhere else if you need countertops.

Submitted by Tom Jackson on Wednesday, Jul 22, 2020

Bailes Granite & Marble

5 Star Testimonial by Susan Patterson

My experience with Bailes was great. In trying to decide on granite, I worked with all the sales team, the scheduler, and the people who cut my slab and the installers. They were ALL wonderful! Thanks to Megan and her team! I love my granite countertops!

Submitted by Susan Patterson on Friday, Jan 24, 2020

Bailes Granite & Marble

1 Star Testimonial by J B

Remodeled entire kitchen, top to bottom. Countertops were the last step. 2 days prior to install I installed a new stainless $900 dishwasher with no issues on installation whatsoever. On the day of countertop installation Bailes crew determined that the dishwasher needed to be lowered 1/8" (not sure why when it cleared the previous existing countertop). They proceeded to removed the screws that secure the washer to the side cabinets and then moved the dishwasher around and went on to install the countertops. I have no idea what they did when they moved the dishwasher because I wasn't there but all they needed to do was remove the stabilization screws and adjust the front legs down. Right before the crew departed my wife noted to oldest gentleman of the crew that the dishwasher was very uneven (I used a level when I installed it). They simply told my wife that it could easily be fixed and all she needed to do was "adjust the front legs". Well that was NOT the case. Once I got home I immediately noted a problem which ended up being a big problem. They had pulled the dishwasher out and when they pushed it back into the alcove/opening they literally wedged the washer gasket from the entire top half of the right side in between the dishwasher tub and the cabinet. My wife had not noticed this and had she ran the washer water would have ran all over our brand new hardwood floors. To further worsen the matter I thought "well this is an easy fix", "I will just pull it out (the rear is on wheels) and try to salvage the gasket and slide it back in. That is when their error became even bigger. Not only did they completely pull off and wedge the gasket they had not even resecured the anchor brackets back to the cabinet. However they could not have done so because now the gasket is literally in behind the opening where the anchor bracket screw should go. So not only did they cram and wedge the dishwasher in there they didn't bother fixing their mistake and secure the washer the way they found it. They literally just walked out with our money and left. What really bothers me about this is that even though my wife didn't identify the gasket problem she pointed out that the dishwasher was noticeably uneven and they simply told her to "adjust the legs". I guess they thought "she's a woman and wont notice". I will have to burn a vacation day next time because I want to be there when someone wants to pull a fast exit. My wife and I find this very insulting and very poor professionalism. When you pay $4000 cash for this type of high end product and installation I would think the crew would be more knowledgeable and capable than the crew Bailes sent. After an hour of simple attempts to remove the dishwasher it will not come out, it is wedged in and will not move. I decided to not go to extremes to remove it because I knew if I tore it up that would be on me. If someone is going to remove it and tear it up in doing so it will be the company responsible for not reinstalling it as they found it I have contacted the company and they are going to work with us to get this problem resolved and hopefully we will. The fact that the Bailes crew just slipped right on out the door and didn't acknowledge and disclose their mistake is what bothers me. Furthermore to simply tell my wife to "adjust the legs" burns me and drives me to write this review. Regardless of the outcome, I felt the need to share this with the internet world when anyone goes searching for a place to shop for granite in WV.

Submitted by J B on Friday, Nov 08, 2019