Customer ReviewsforThe Countertop Factory Midwest, Inc.

I'm so thankful for The Countertop Factory . ****************** sales reps everyone was awesome.     

The Countertop Factory engages in "bait and switch" - I selected a countertop at ********** called "*********". Countertop Factory indicated to me the procedure whereby I could select my own slab. I followed the procedure and drove 250 miles (round trip) to select it. **********/Countertop Factory then scheduled a measure, and indicated that in two weeks there would be installation. A few days before installation I received an email from a Countertop Factory staff person that my slab was unavailable because my countertop was going to be too small - and I had to choose from four "pictures" of slabs she attached to the email. The staff person herself did not respond to my email. I've filed a complaint with the ************************* because I was promised one thing, and relied on that promise - drove a long way to follow their procedure and select my slab -- only to have the rug pulled out from under me and be told I had four miserable choices. THIS IS A FRAUDULENT BUSINESS PRACTICE.

While installing our countertops, this outfit broke a tile that was to remain. They are refusing to fix the tile. Why does ********** continue to work with this operation?

On July 8, 2022, The Countertop Factory Midwest installed a countertop in our remodeled kitchen. We were out of state at that time, so we had our adult daughter represent us during the installation. A couple of days later we received a call from the contractor whom we had hired to install the sink and he told us that the installers had incorrectly cut the hole in the granite countertop; the hole they cut was too large for the sink which left a gap on one side and one corner of the sink. The sink we purchased was the one wed been told to purchase since it was the correct size for the installation. Justifiably upset, we set out to find a different sink, which we were not able to do and called TCF to register our complaint. I phoned them 3 times and left voice mails along with an email. Nothing, no response, no attempt to contact us - we have not heard from them at all. The hype in their letters states, we are committed to providing you with Extremely Satisfied (bold is theirs) service throughout the entire process. Well, it looks like service ends once they walk out the door and there is no attempt to remedy their mistakes. What did they do wrong? They apparently didnt use the template provided by the sink company or used it incorrectly. I should mention that one of the installers showed our daughter the gap that existed and told her it was up to our contractor to fix it. REALLY? Now, how weird is that! They make the mistake, and our contractor is supposed to repair it.Why wont they contact us? Well, I suppose they would have to admit their mistake and that would mean working with us to find a remedy. The point is that only professionals do that, and they are NOT professional. We are also attempting to contact ********** since they are the ones who subcontracted the installation to TCF. So far, no luck with them either.

We ordered and paid for (in full) countertops through ********** in February. ********** has contracted through The Countertop Factory. The Countertop Factory does not reply to emails, social media, or have a phone system that works. We have been trying for months to contact and speak to a person at their company. Its by far the worst costumer service Ive ever experienced. At this point I think it may be a scam and we wont ever have counters delivered. Please hold this company accountable for their atrocious business practices. According to the representatives at **********, they also can not get ahold of anybody at the company. From reviews at other sites it appears this has been going on for years.

I read bad reviews after I paid for new counter topsYep, there were true. Faucet off center with sink. Hole drilled for cable in wrong place. End of counter cut to short and shows edge of cabnet underneath. Never returned over charge that I had with them. Also charge for extra man to carry counter top in because if weight. Extra guy never helped, was not needed. This company just down right *****. There customer service is terrible. Never answers phone. Have to leave message for a call back, and your lucky when they do. I went through homedepo. They said there hands were tied. So no more home depo for me or the crappy countertop factory. Save a headache, stay clear from them, both of them.

They were quick to measure my countertops and quick to take my money, then disappeared. After them dropping the ball on the install date by WEEKS, I had to call every day for a week to finally catch ******** at her phone. She told me that the counter was fabricated and that they could be there as early as tomorrow. Tomorrow?! I had to beg to get my own, paid countertop and they have the schedule flexibility to be here tomorrow? How long has that counter been sitting there?!

Horrible customer service. Left several messages and no one ever gets back to me. Have a countertop issue that needs either correcting or replacing. They are easy to speak to before the work is done. Forget afterwards. Regret working with the company.

Stay away from this company. I ordered quartz countertop from ********** with 20% off promotion. TCF is HD's fabricator/subcontractor. They don't pick up phone calls, return emails or let you leave voicemails as their boxes are full. Try calling this company it's an infinite loop dial 1 for scheduling and dial extension 329 and 1 again. NO ONE PICKS UP THEIR PHONE NOR DO THEY CALL BACK.My assigned project manager ******** only writes email back to me when I am canceling the order. I thought she was busy but apparently she just didn't care.What's worse is they charge your countertop area with waste. They charge you change order 3 days before your installation date 10 days after the measurement. My order was $4,000 and they wanted to charge me additional $941 for the waste, cutting 45 degree corner and oversize slabs, which was not communicated to me when I placed the order. The final price is not competitive with other fabricators. I canceled my order with HD and I am 3 weeks out of kitchen counter/sink but not desperate enough to use them.

I purchased a countertop through lowes and this was contracted out to the countertop factory Midwest. I was told it would be no longer than 6 weeks from purchase in july til installation. After the 6 weeks passed, i started calling every week to see when the installation would be completed. The company rarely answered the phone but when i did talk to someone, i was given misinformation and assurances that didnt happen. Finally i was given a september 29 date of installation but no one showed up. When i called, i was told that the proper paperwork had not been completed and i owed more money. After many conversations, the lowes salesperson straightened out the problem, and i did not owe more money. The countertop was finally installed in mid October. After the installers left, i noticed a crack in the cabinet over which the countertop was installed. I have called lowes and the countertop factory multiple times and sent pictures as they requested. I have asked that someone come out and look at the issue and give me advice on how to proceed. I was given a date this week, but no one showed up and no one at the countertop factory will answer the phone. My warning is to stay away from the countertop factory Midwest. I also blame lowes for contracting with such a shady company.