This business is not BBB accredited.
Phone: (847) 952-2177 1401 Busse Rd, Elk Grove Village, IL 60007
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Rockcounter - Elk Grove Village, Inc. is a kitchen cabinets and counters manufacturer and dealer. Located in Elk Grove Village, IL, this company serves the northwestern suburbs, including Rolling Meadows, Arlington Heights, Schaumburg, Palatine, Des Plaines, Mt Prospect, Barrington, Wheeling, Buffalo Grove, Inverness, and Barrington. The company was formed in 2007 and offers a fully stocked physical showroom in the suburbs with a two to three day turnaround on manufacturing, as well as low-cost shipping to the Chicagoland are and out-of-state shipping.
This company sells countertops, vanities, cabinets, and sinks. Their cabinets come in a variety of sizes, stains, and styles, and are made from hardwood, specifically maple, oak, alder, or beech. Cabinets come in the colors of coffee, dark honey, mocha glazed, spice shaker, wine glazed, espresso, or vintage white. Their countertops come in quartz or granite and are available in a variety of colors and flake sizes and styles, ranging from black to blue, red, green, purple, and brown or tan. Edge finishes include eased, bullnose, bevel, ogee, dupont, and waterfall. Their vanities come in different configurations and include a four-inch toe kick and are 22 inches deep including the door. Custom vanities can be ordered which vary in length and size, and can include a linen closet if necessary. Their sinks are stainless steel and range in size and depth.
Visit the website for Rockcounter - Elk Grove Village, Inc to learn more about their delivery and shipping options, view their vanity and counter options, and shop for kitchen and bathroom furniture and accessories.
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Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:
- This business has no rating at this time because BBB file information is being reviewed and/or updated.
THIS LOCATION IS NOT BBB ACCREDITED
1401 Busse Rd
Elk Grove Village, IL 60007 (847) 952-2177 Directions
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Problems with Product/Service
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Complaint: My order was delivered incomplete; I am missing shelves for my kitchen cabinets. Owner/salesman sent me to a warehouse that was already closed, then they said I could pick them up from their showroom and that never happened. Now they are not answering my calls or emails.
Desired Settlement: I want my shelves or I want a refund for the shelves so I can purchase them elsewhere.
Problems with Product/Service
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Complaint: I bought new kitchen cabinets through Rock Counter. Under purchase order #**********, Rock Counter employee Christina ***** ordered us the cabinets she said we needed based on measurements. When they arrived(without invoice) I assumed everything was correct. Later I found out 2 cabinets were too small, I didn't receive 1 cabinet I needed and they ordered me 1 cabinet I did not need. I ordered (and paid for) two replacement cabinets under invoice #********* and was promised I would receive a refund upon returning the 3 cabinets I did not need(they did order me a replacement for the missing cabinet which I picked up today). I returned the three cabinets on 08/04/2015 and supplied Rock Counter with a receipt on Friday 08/07/2015. I was told by Michael ** that he would call me back and process the refund on 08/10/15 (which did not happen). I called Michael ** numerous time throughout the week and he did not return my phone calls. I finally spoke to him on Friday 08/14/15 and he again told me he would process the refund Monday 8/17/15 and call me for my credit card number. He again did not call me. I called this morning 8/18/15 and was told Michael ** would call me back to process the refund(which he did not do again). I was told by Rock Counter employee Kareem that my refund for the 3 cabinets would be for a total of $519.00.
Desired Settlement: I just want my refund for the 3 cabinets I returned.
Contact Name and Title: Michael **/Store Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Problems with Product/Service
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Complaint: This company missed delivery date at least 4 times and missed delivery date by more than a month. They finally installed the cabinets. However, I am now finding out that they installed incorrectly. There are missing parts, not same as the original design, and misfits. This has been a very frustrating situation for me. I would like to receive a full refund and return my kitchen to its original condition. Or I want them to immediately fix all issues.
Desired Settlement: Please see above request. I want full refund and my kitchen to be return to its original condition. Or them fixing the issue right away. Thank you.
Business Response: Initial Business Response /* (1000, 12, 2014/10/01) */ 9/30/14 Hello, This is in response to a customer complaint, by the name of **** *** located in ********* IL. Our cabinets are imported from China, and when clients purchase the cabinets, they are required to make a 50% deposit to hold the cabinets. If the cabinets are out of stock at that time, we advise the client that the cabinets should be arriving within a certain estimated time frame. Since the cabinets are coming from overseas we do not know an exact time frame, we also do receive 3 shipments of the same color, in which the needed cabinets for the order may be spread out between 3 shipments. The customer knows all of this information and it is their decision to wait for the cabinets. If they do not wish to wait any longer we do offer a full refund. In this case, Mr. **** *** was aware that we were still waiting for the shipments and we did communicate this is with him through out the whole process and did offer him discounts or a full refund. He wished to keep waiting, and when the cabinets did arrive we helped him to get delivered and installed within days. The installer was missing two parts, a door panel which is purely decorative and two hinges to put the doors on. We did send a service tech out and got these parts put on for him. At that time, Mr. **** *** complained that the refrigerator was not opening fully, this was because his wall was too short and the installer did not have much room to install a spacer. We did offer to try to move everything over and we do currently have him set up for a work order on Friday, October 3rd. Mr. **** *** still has a balance due with us that he did not pay for granite. Granite had no issues and we did also give him discounted installation for the cabinets. At this time Mr. **** *** owes Rockcounter $ 920 for granite installation, which we do expect to receive after his project is complete. We did have a few very minor issues which we did resolve. Missing a decorative door panel that does not function and a few hinges did not affect use of the kitchen and we did take care of it with a service technician as soon as it was brought to our attention. We stand behind our quality and exceptional customer service, and we always continue to warranty our product and services.