We had our beautiful counter tops and island top installed last week, and are in love with them.
The template gentleman, Nicky, was phenomenal. He was extremely knowledgeable, answered my questions about plywood and staining/durability of granite.
The install team were incredible. They put down floor protectors, used a wet saw to cut the granite, coupled with a shop vac and were extremely careful and tidy with our new cabinetry and flooring. Installed our sinks and the attached 2 pieces of granite--leaving a virtually invisible seam. Great guys, who were as friendly as they were skilled!
Sales; this is where my only disappointment was. When first speaking with Patricia, she was great. I made an appointment to visit the warehouse and look at 2 different slabs. I asked questions in regards to 2 cm vs 3 cm and was given 2 pieces of granite and told to 'just pick one'. I asked about plywood for 2cm granite and was told that she had never heard of having plywood down first and that they put on strips. I asked if the strips were 3/4" she said no and held up her fingers and said "they're like this thick" I asked about staining, and was told "I have never heard any complaints" I asked the difference between quartzite and granite, and told they are basically the same.
She walked us out the the little sink area, and tried to open a drawer that wouldn't open, and pointed out the faucet was installed incorrectly, calling it "ret*rted" (ironically, this word isn't even allowed to be typed by Home Stars, as it is a degrading term) and yelling over to a coworker about it. She then complained how hungry she was and asked the other gentleman to go get her a "damn coffee" and that she could go get something to eat after she was done with us.
I was prepared to sign that day, and left because of the unprofessional experience- my 12 year old daughter was even shocked by her. Due to the Home Stars reviews and our lack of time, we decided to take a chance, and I emailed 2 days later, to schedule the measure.
Unfortunately, the lack of service from Patricia continued. After the template, I was emailed saying plywood would be needed and it would be an extra 400$, or we could provide it ourselves. I had to follow up for an install date twice. Finally a week after giving our deposit and the measure, I got an email with a date. Any time I asked a question, the response was extremely condescending, especially on the day of install.
We have been spoiled by electricians, plumbers, Engineers, flooring wholesalers, kitchen designers and more, in terms of knowledge and service, so it was a shame that this experience wasn't similar, but we are so thankful for the amazing product, template and install teams and are left with an incredible kitchen.
