Salespeople are friendly, but the installers are beyond horrible. Measuring had to be done twice & they messed up on one part of our special ordered quartz countertop & the gap had to be filled with caulk. Luckily it doesn't look as bad as it sounds, but from what we went through I'm not sure the cost difference was worth it. Communication with the installers is impossible. If you are installing anything special ordered & custom - these are not the installers for you. read more

Poorly installed, and damage to counters. Unreturned phone calls and emails. Took over a month to get them removed, and only happened after threatening a lawyer. read more

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We've been waiting months for a refund after being overcharged. They simply stopped responding.

Wow, what a nightmare! And unfortunately I dont have the option for ZERO STARS! I found a beautiful remnant for my bath. I placed my order and was told lead time was three weeks. First I had problems confirming the template. Then after FOUR weeks not hearing anything I emailed the office. I was told they had been trying to contact me (I had no missed calls or messages) but they could confirm for me. Great, yes lets confirm. Immediately the next morning WHILE I AM AT WORK IN AN IMPORTANT MEETING, the installer starts calling me over and over and over. Four times in 10 minutes (no messages left) and then repeatedly every half hour until I answered. When I finally stepped out to answer, I informed him I'd confirmed with the office earlier in the day. He stated he's been trying to call me for days and I'd not responded and was upset I called the office. I corrected him stating it was 7 times THAT DAY ALONE and only that day. So jump to the next day. The installer arrives. He places the counter and goes to site cut the sink holes. He doesn't use any vaccum or dust collection and not only was my entire house covered in dust, it set of the MONITORED SMOKE ALARMS. Only after that mess did he turn on his vaccuum. We then discover that he'd used a Sharpie to mark his cuts. Great, right? Well Quartz is not mark free.... and Sharpie (even in pens) leave permanent marks. Yep, I had stripes in 12 places that would not come out. Fast forward two days... the team had been back several times. They tried bleach, cleaner, soft scrub, hard utensils, flames, you name it. Did it resolve? Nope, and now I have scratches in the polished counter and cracks from the propane torch. I was happy they agreed to replace the counter, and sent me a nice picture of a brand new slab. I agreed to the slab, however when they decided to cut it, they ran the stripes vertically versus horizontally. Yes I was upset but at this point I just want to be done. Ok, day before the re-install guess what..... same phone calls happen again. 5 in a half hour while I am in a meeting at work. No messages, just repeat calls, sometimes immediately back-to-back. We get past that, they install, and AS SOON AS THE TEAM IS DONE my phone starts ringing again (and I'm still at work.... the install team refused the check I'd left with the other half), and continues to ring over and over. Well, they're just gonna have to wait as I want to inspect the work regardless. Did they even give me a chance to see? NOPE, they had their installer back that truck up and go back to my house and demand the check that was refused. At this point we just paid them to get rid of them. Good luck if you choose these clowns. read more

Remember when people took pride in their job and it showed? And customer service was not a rare incident? Well, look no further. The Granite Outlet's Kitchen and Bath Design Studio team is all of that and more! They're friendly, professional, knowledgeable staff will help you from the moment you walk in the door. We had a house fire and that meant we were on a tight budget to rebuild. Stephen Whiting not only listened to our need to stay within a budget, but to what we were trying to achieve in our new kitchen. He took the time to go through the showroom and point out items that would fit our needs at all different price points. There was no hard sell nor pushiness. Mr. Whiting is truly a professional with a keen knowledge of not only Granite Outlet's products, but he has that rare gift of being a salesman without being a "salesman." Although 5 years have passed since that encounter, I recently stopped back at Granite Outlet to inquire about a small piece of marble that I could possibly use as a shelf atop a radiator. Again, I received top tier customer service from Mr. Whiting. People readily take the time to complain online, but few truly take the time to point out those stores/salespeople that go above and beyond. So, here I am saying I wouldn't go anywhere else for my kitchen/bathroom needs and I would strongly urge you to go see first-hand what I'm referring to. :-D read more

We had worked with another provider for a couple months to get a bathroom vanity top. 3 counter tops were sent and arrived cracked and unusable. We then went to Granite Outlet. Candace showed a good deal of enthusiasm for our project and showed us several suitable remnants. We found one that was pretty much exactly what we were looking for. We are delighted with the appearance and the quality of this countertop. Candice was easy to work with and she is a great communicator. She provided timely updates as to when templating and installation would occur. All aspects of the installation went perfectly according to plan. read more

I bought a counter top from these folks and would NOT go to them again. The price was competitive and the sales and showroom folks were professional and thorough. When it came time for the install it was another story. The lead installer was rude and unprofessional. I had a difficult time understanding a concern he was trying to raise with me but I couldn't understand it. He raised his voice and walked away from me in frustration. It made me uncomfortable and he refused to talk to me for the rest of the install- several hours. Find another place to buy your counters. read more

Coming back to update and make it very clear that this place does a half a** job and has a serious customer service and communication issue. DO NOT GO HERE. read more

The sales representative (Stephen) was responsive, but the installers were terrible. The first ones refused to install a piece even though my contractors had built the necessary supports. After some back and forth over the phone and email, they sent another installer two days later. That was good, except the new installers didn't leave enough room for my stove. A week later, the third installers came in to "repair" the granite. They ended up cutting a hole in my drywall then trying to shove the too-large piece of granite into place, ruining a BRAND NEW cabinet in the process. None of the three installer teams was professional or seemingly competent. I wish that I'd have paid more and gotten better service. The folks inside the store are good, but once you leave the store... read more

Frank, Leo and Steve have been unresponsive since my countertops were installed a week ago. Immediately when I came home and saw the countertops for the first time there were orange streaks and stains in a bunch of different places. I ordered white quartz countertops. No orange streaks and stains should've been on them. Now I can't get a hold of Steve, Frank or Leo. They have not told me next steps on how they will fix it. Terrible customer service. Would never use them again. read more

Fantastic service from Steve and Dulcie. We needed a countertop for our master bath in a hurry because we were listing our house for sale. They showed me a variety of slabs on site, one of which we loved. They then made sure it could be fabricated and installed in fewer days than normal. When our cabinets from Wayfair were delayed beyond the install date, they found better cabinets available for quick shipping from one of their suppliers. All was done with grace and professionalism. Thanks Granite Outlet! read more

Incomplete and unprofessional job done. Damaged walls on install. Left screws in driveway and cabinets. We paid extra to have the stove top re-installed following installation of counters; stove top re-installed incorrectly and left without a working stove; stopped returning phone calls when asked to at least send a technician to look at the issue. Paid extra to have sink installed and it was left leaking. Again, stopped returning phone calls when asked to at least send someone to even look at the issue. read more

Originally quoted a price that was not all inclusive. Advised me to buy a larger backsplash to cover damage grom removal of the old one. I did, and it did not cover the damage the awful crew made. I was told sorry about it, read your contract. Huge gaps between wall and new granite backsplash. No customer service Richy and Kenny (VP) told me it was my problem to fix (An additional $1,000). Asked numerous times to speak to the owner and noone would give me his contact info. Horrible workmanship and customer service. Stay away read more

This was my first time working with this company and i had high hopes. The Staff was friendly and very accommodating. They issues started with the fabrication and installers. Firstly, very unprofessional. I am a design professional myself and i would never recommend my clients to go here strictly off my own experience. Next, the fabricators rescheduled my measurements without contacting me first to see if i was even available. Next, they scheduled my install date before checking what day i would be available and lastly SHOWED UP LATE without notice to the install. I don't know about you but you are working on the clients time and if you can not fulfill the job within the time frame YOU GAVE, then you need to make the client aware prior!!! Not! Thank goodness, i was able to get a discount on the stone for such horrible customer service but honestly, it didn't make up for much. Beautiful stone, but i will not recommend this company to anyone in the future. P.s Installers took or trashed the access panel to my dishwasher when they moved the panel from sitting on top of the dishwasher during install countertop. Its okay to move things, but if you did not come with the item, then you should not move or take it out with you. Plain and simple. Had to buy a new access panel and these are not cheap. Just another expense on top of the rest during a reno. read more

Steve W was our rep at the Timonium store. Steve's follow-up was non-existent. One call no return call. 2nd call with voice mail message no return call. Stopped in and asked for a short list of granite availability from Steve. Steve said he was closing the store and would like to get those prices to me on Monday, but then said it could be Tuesday since he had a "big" job on Monday. I asked Steve if he could assure me of Tuesday to which he said "Absolutely". It is now just after 5pm on Wednesday and no call or contact from Steve. I learned a long time ago that if the service during a potential sale is bad then the service if there is a problem is really atrocious. I would advise being really careful here. read more

The worst customer service I have ever experienced!! Steve was my salesperson and initially gave me a very fair estimate for a quartz countertop. He sent an installer to measure my area. Evidently he must have been frustrated because our house is not perfectly squared and he actually told my husband " there are some jobs we just don't want!!!" After the measurements we never heard from Steve as he never returned any phone calls!! I actually had to stop by in person to get any information!! The final quote was much more expensive than the initial Quote which I understood because they would be more "precise!" I got so fustrated I decided to get other quotes using their diagram... EVERY other quote was consistently less square footage than estimated on the diagram .. questioning Granite Outlet'sfinal numbers! ( I guess that accounted for the increase in their final price!!) I ended up getting my quartz from Express Countertops ( American Countertops) as their square footage was correct, their price considerably less expensive,quality and attention to detail was exceptional and they actually value their customers!! The exact opposite experience I had with Steve and Granite Outlet! read more

This is our fourth time as a satisfied customer of Granite Outlet! Dulcie is fabulous and one of the most efficient and knowledge individuals that I've ever dealt with. Their selection and professional installation has always been exceptional! There are very few, if any, other companies who have provided home improvement services for us that I have gone back to time and time again, over many years. I highly recommend them!! read more

Granite Outlet did an EXCELLENT job with my kitchen counter tops. The kitchen is large with complex angles. The measurements were exact. Professional advise was given during every stage from sales staff (Kenny was friendly and attentive), measurement and fabrication (Richard addressed all concerns) staff, and installers (sorry, I forgot his name be he is an excellent installer especially since we ordered black galaxy, a very hard stone). We really enjoyed this experience and are well pleased with the final product. read more

I have to admit that after seeing reviews we were skeptical of Granite Outlet. We have used other competitors before and have had success but we really wanted a unique and different piece for our counter top and looked at several places and got prices from them as well. When we went to Granite Outlet we were assisted by Felicia. It was late in the day and they were close to closing but they allowed us plenty of time to browse. I saw a piece that was absolutely perfect. She said it was discounted as it was the last of it's kind that they had. Sold! From there, after our cabinets were installed, they came and did a full measurement. We decided that for our Island we wanted to use every inch we could of this beautiful piece of stone. We were told it would be a week to 10 days to cut and they would call on Monday with an estimated delivery time.(this was on Saturday) Monday came and Felicia sent a pic to have us approve the layout. They set up an install time for Friday, well within the promised time frame. The installers showed up on time and did a fantastic job installing. The island piece needed to be cut due to it's size and there was seam. You really have to look for it as they did such a good job of sealing it that you just can't tell where it is. The price was excellent, the stone looks better than we could've asked for, the service was great. Perhaps they have read previous negative reviews and stepped up their game. Whatever the case, I have no problem recommending them and would gladly use them again. read more

Miserable experience. Problems, delays, unanswered calls, missed deadlines, breech of contract. Then they broke my granite while cutting it. OK, that can happen, no one's fault. But instead of offering to replace it with their most similar piece, they offered 7% off. What good is a discount on a broken piece of granite I cannot use? They said the most similar piece (same name but different lot) cost more so they would not replace the broken one with it for the same price. Super, you botch the job and set me back 2 more weeks (after one week delay already for getting the drawing wrong) and now you won't even honor your contract! On one occasion when trying to reach them I tried every name in their phone directory - no one answered and everyone's mail box was full! Great way to run a business... into the ground. Started over with another company in Fallston and got the same granite for a better price. read more

What a disaster. I'm a local builder of 18 years and used them for the first time for a small vanity top instead of my usual supplier. I had a very specific deadline to meet for a client. The top was supposed to ready on a Tuesday. I ended up not needing it until Thursday. I assumed it was there and went to pick it up. I was told the contractor came on Tuesday and rejected it for a stain and chips. I told them I was the contractor and I was not even in maryland on Tuesday. I understand things happen and I appreciated them catching the issue but why was I never called and informed and why wasn't it immediately remade?? That same day they broke the custom order sink while removing it from the first countertop. Instead of calling me they went and bought a new sink trying to be proactive but not knowing the vanity was smaller than standard. If they had called they would have saved hours of time. Finally I was told it would be driven to my clients house at 830 sat morning and I would be called 30min prior so I could be there. 2 hours late and no phone call until my client called me. I think most of the employees really do want to help and are very nice but there is a deliberate complete breakdown in all levels of communication and repeated attempts to hide mistakes and errors. Mistakes happen but I need to communicate expatations to clients and I can't do that when nobody will give a cell phone, the manager is always "in a meeting" or "just stepped out". I had to drive there twice because I couldn't reach people. Another complication is that the countertops aren't fabricated on site but 75min away so everything takes longer. The owner must be responsible for changing their culture and procedures or they will hopefully go out of business. read more

I worked with Richard at Granite Outlet. I had NO IDEA what kind of stone I wanted for my new kitchen counter tops, and Richard was pretty patient with me as I suffered through the decision-making process (and had him price about 10 different stones as I visited every distributor within a 100 mile radius!) The fabricators and installers were very nice, on time, cleaned up behind themselves and did a beautiful job! I'm very happy with my counter tops! read more

Horrible customer service and inferior product. The counters were not sealed correctly and we have permanent water marks that they will not fix nor compensate us for. We spent thousands of dollars on counters; I expected much more. You have many options, do not chose this place. Our salesperson was dishonest and rude, I am filing legal action. read more

After showing the pictures of my outdoor curved kitchen to Candice and going over the details of the measurements, I got estimates for different slabs. As the price seemed to be right at the time, I paid the requested 200$ with my credit card to proceed with a laser measurement. This 200$ would have been toward the final price. A few days later, Candice called me and said, as the kitchen is curved, the square footage that I have to pay for is now suddenly 1.5 times what I had been originally told. All of a sudden what appeared to be a competitive and reasonable pricing, turned to one of the most expensive quotes I had got. This is despite the fact that she had seen pictures of my outdoor kitchen and knew from the very beginning that it is indeed curved. The competitive estimate was only to lure me into paying the 200$ and kind of lock me in. Bottom line, I wasted a whole week and turned down much better offers from more skilled granite guys in the area who had not even charged me a dime for their laser measurements. Beware! read more