Customer ReviewsforThe Countertop Factory Southwest LLC

Countertop Factory needs to SOLVE this problem:No way to return calls to them after receiving a message to call them back. The caller leaves no extension number, so you must call back the general number. When you call the general company number, you get a long, long announcement directing you what to do. "if you have an extension number, enter it now...." Well, you don't have an extension. So you begin to try extensions 1 through 5. You don't get a human being answering the phone. There is no receptionist or answering service.While you are waiting on extensions 1 through 5, you get a nonsense message to do one of two things, "leave your number for a return call". If you choose to wait, the auto voice tells you "you are next in queue" leading you to believe you will be answered shortly. You wait...and wait....and keep getting the same message. You realize that there is no queue. It's a lie. You are just waiting. So, you leave your number for them to call you back. No one calls. You are totally forgotten.. This took me 45 minutes trying to return the call that was left for me. I went back at it again, when I received another call from her that I missed. I called the general number back and went through the same routine as above, and hallelujah! got a human voice in accounting, who kindly routed me to the caller's voice mail. The caller was not there. I left a message and waited for her call. I called back awhile later and called the same extension that the human had answered and told her, what happened and that I hadn't heard from the caller as yet. I asked, "why doesn't she leave an extension number?" She replied that the caller doesn't have an extension number. Yet she has a voicemail. Hmmm. These messages were all extremely important and time was of the essence. By the time I was done with my conversation with the human, I was livid.I went to *********** who hired them and my rep made direct contact and together, we began to move the deal forward.

Most horrible company Ive ever worked with. We have done many projects with ****** that have been quality services and products. We thought the same when we signed the contract to do our countertops through ****** who uses The Countertop Factory. We signed the contract and paid the money 6/30/23. They scheduled a measuring 7/7/23. I spoke with The person they sent, answered all his questions. I had a scheduled install 7/21/23. They NO SHOWED. I called to see what was going on. They said I had a failed measure in 7/7. NONE of this was COMMUNICATED. Someone called me on 7/24/23 to reschedule the measure and the man said he had to call me back. I have not heard from them since. They will not return my phone calls. We are without a stove because we had it removed for the countertop install. I still have no answers. DO NOT DO BUSINESS with these people. I revived message only from the woman who gave us the quote for the countertops with the same message over and over that theres confusion over a cabinet modification for our new stove top. Ive clarified this so many times, sent them the spec sheet and explained no modifications are needed we had it taken care of by ******** and the cabinet people we are working with. Hey said its been escalated by the people who are higher up. Its like they read a script. This place is a scam. Dont ever give them money. They wont return your phone calls and no one will ever call you back.

I had so many cancelled appointments and so many TCF employees come into my home to install damaged and incompletely prepared countertops that there are not enough characters allowed on this page. Simply the worst company I have ever dealt with, and I cannot stress enough my recommendation that anyone stay away from them. I have no idea how they stay in business.

I bought my cabinets and quartz countertops through *********** ********** contracts with The Countertop Factory Southwest (TCF) to install the cabinets and countertops. TCF has no customer service. They measured my *********************** on November 10th. The countertops were scheduled to install on December 5th. The installer said the cabinets were not level by 1/4 inch and would not be warranted if they installed them. The cabinet installer said it was level within 1/16 inch. Eventhough it wasn't my fault, the countertop scheduler did nothing to get my job rescheduled within a week. I have been without a kitchen sink and countertops since November 4th.

This company is awful. Poor workmanship, multiple errors, scheduling is a joke and they have NO idea what customer service means! Go anywhere else, but TCF. You'll be disappointed if you do.

We contracted for new quartz countertops through Lowes as part of a kitchen remodel in November 2021. They subcontracted to this company. After repeated delays they stated they cannot install in a manufactured home. The manufacturer stated they are incorrect. They also refuse to call us back after leaving messages or finally getting someone to say they will have someone return our calls. We are still waiting with a half finished kitchen 11 months later.

I am extremely disappointed with this company. I am also disappointed that the responce from ********** is,"yeah we hear complaints all the time about this company. We will try and find out what the hold up is but they don't answer our calls any better then yours." WHY ARE YOU STILL DOING business with them!!! The customer service is non existent, they are FULL OF EXCUSES as to why they can not get the job even started, they DO NOT RETURN CALLS, no one there knows what's going on from one person to the next about this so called "situation" with your installation! I am LIVID and beyond words after reading review after review HOW ARE YOU ALL STILL IN BUSINESS! I'll tell you why, because ********** continues to contract with them and YOU ARE FORCED TO USE THEM FOR YOUR REMODEL. UNBELIEVABLE! this kitchen. REMODEL has been a FIVE MONTH PROCESS and the cabnets were in 2 months ago!!! If you are searching for a countertop *** please just read the reviews !!!!!!DO NOT USE THIS COMPANY!!!!!!!!

I agree with all of the other reviews listed for this year (2022). We have been attempting to have a countertop installed for over 3 months. We were referred to them by Lowes and ****** for a bathroom countertop. We repeatedly attempted to make phone contact and noone answered the phone for service. I ended up stopping by the facility. You have to have a code to get into the showroom. I wandered the yard until a worker asked what I wanted. Noone was available to talk to me. From home I again called and selected an extension for billing. I then spoke to a guy in ********. He gave me a couple of numbers for the service department. Noone answered those numbers. We finally heard from the sales guy and made an appointment. My wife and I selected a top and he said someone would get back to us to have someone come and measure. A couple of weeks later I again ended up walking through the shop and being directed to a supervisor. The supervisor, ****, [asked him for a card and got it) got on the phone and talked to someone. **** checked the schedule and said someone would be in touch within 2 days to set up the measurement. We heard from the measuring guy within a week. He cancelled once and then showed for the second appt. He said it would take 10 - 14 days for the piece to be cut. It has now been more than 2 months. We were able to schedule the install last week but they cancelled twice. It was supposed to be installed yesterday between 9 & 11. They cancelled again. They were supposed to be here today between 9 & 11. It's 1:00 and we've recieved a text that they'll be late, "driver was hungup".....It's 2:00 and no word.

By far the WORST company ever to do business with!! For one, don't bother calling them.. ever ... they do not answer, they do not return calls nor do they respond to emails.Weeks after you place your order through *********** they will finally schedule your field measure. Make sure your order is 100% how you want it during that measurement.. as any changes made after this, will not be made to your account, even though they say it will. I informed 2 employees of a change we wanted, both said the change was made, however, during installation the change was not made. Installation went ok, when it finally happened. The installers did not attach ********* evenly, and wound up covering half of the holes for the faucet.This entire process took months!! Overall it was a crappy experience. **************** is absolutely horrible!!! The company they deal with (MSI) for the marble slabs is horrible to work with.

This company is a *****! I started with ----- Oct 2021. Initial install was end of Nov. Don't hear anything, go into the store, my salesman calls this countertop comp & pushed them to get me in. They call end of Dec. & ask if they can come the next morning. Of course I said yes. One of the slabs was wrong measurements. They didn't do a great job as it was on the whole install. The estimated date for the corrected slab was Feb 18. I called the end of Feb to inquire but I had to call ----- Corp bc this comp never calls back. ----- told me to give it a week or so as they may be behind. At this time my daughter was getting married the end of ********** were to do the reception at the house but we decided not to since the counters weren't finished. During this time we had to find a venue last minute. After the wedding, its now April, & still no word from anyone. I called ----- several ************ called the countertop comp, no call backs. By May, I called ----- again & they "escalated" my issue & had higher *** calling countertop comp & finally we received a *********** asked "what do we need". I couldn't believe it after months of ************** calling & leaving them messages. The slab had not been fabricated nor did they even know about it. They tell us a guy is coming out May 17. He came & we agreed that maybe he could try to fix the slab for us, as fabrication would take longer. They tell me 1-2 weeks he'll be back. I hear nothing. ----- calls me May 31 asking if they came out I told them no. They 3 way call w/ me to the countertop comp who says we'll put you in June 14. They never showed. My husband went into local store on the 15th & the salesman called the countertop comp & told them to have someone out on June 16. Nobody showed up nor do they call. Total 9 mon now, 6 mon waiting for the corrected slab. If you can't keep up with the work, hire more people! If you can't hire more ppl, you can still be professional! Get it together!