The company is hugely unresponsive despite repeated calls. Our kitchen project is being held up because of a call that they promised to make a week ago. Now we can't even reach a human with authority to make the call. We are trying to reach Mercedes but without any luck. I'm leaving this review because we are out of options. read more

If you don't mind a headache and no communication then choose this place!!! The Follow up from Rachel was awful. Matter of fact I'm still awaiting my follow up and the job is complete. They charge you for extra square footage that you don't receive and they will not return the money for square footage not received. And the measurements...... I feel sorry for the countertop installers carrying the heavy countertop in and having to carry back out because the measurements was wrong. And I will stop right there because I can seriously rip this place apart! NEVER AGAIN after my backsplash that I'm stuck in contract with I will be sure to continue to spread the word and never will I use them for any remodel in the future and I will be sure to share my experiences with all I know. We didn't have a countertop to put our turkey on started in April 2025 posting in November 2025 LMAO read more

DO NOT GO WITH THIS GARBAGE COMPANY RUN BY ABSOLUTE CLOWNS. We were connected with them through Costco. We actually spent $2,000 more than a small business quote we received because of the Costco backing. I'll spare you the novel, but the guy who came to take the measurements told my wife we needed to change the stone thickness, but it would look the same. False. The changes made changed the mitered edge we wanted, which was not communicated to us. The salesman confirmed that it wasn't communicated to us, but since we signed the blueprints (literally blueprints like you would see from an architect) that we should be grateful they weren't going to charge us to recut a new slab. We didn't have the old counters, so we had a plywood kitchen, no sink, no stove, no date, and worst off, no communication. 24 days, 3 measurements, and 4 attempted installs later, the job was finally done. When asking for compensation for the massive amounts of take-out food we had to buy (me, wife, 2 children, and my sister in law battling cancer), we were told "these things happen." This company is absolute garbage. Literally go with anyone else. read more

Day16 past original scheduled install date. Wilsonart Crescent edging is holding up fabrication. I received only one piece of six so far. The rest of my order ...TCF will not commit to a future delivery date. I asked customer service to have the owner call me and Geoffery C. has not chosen to do so. I am so tired and frustrated with this company. This company claims so ship out 60 kitchen projects a day yet they can't seem to be able to find any of the 12ft Bello Romano pieces anywhere to finish the job. Still waiting read more

The Countertop Factory Midwest - We have only one piece of countertop installed. We have been living in a torn up unfinished kitchen for 16 days now... - Building Supplies Near Me - Addison, Illinois

Back in April of this year, we initiated the process with Lowes to replace our existing granite countertops with butcherblock countertops. CFM was subcontracted to take the measurements and do the template. CFM came to take the measurements, and we had paid for that service, however, we ended up canceling the order because the thickness of the butcherblock would not have matched our existing countertops and they would have had to remove more tiles from the backsplash leaving a gap. We are now revisiting the project and I'm looking to have countertops custom made...considering I had already paid for the template service, it would seem reasonable to get the measurements from CFM...but I just called and they said that they wouldn't be able to provide those measurements because we had canceled the order. read more

BEWARE!!!! I'd give zero stars if I could! The Countertop Factory Midwest installed my countertops I purchased from Home Depot. During the installation, the installers ended up pushing in the side of my cabinet making the countertop and my sink unlevel and the cabinet crooked, looking like trash. When I brought the issue to their attention, i got crickets back in return. I had to call them three times and leave an email for someone to respond. The response was simply someone was looking into it. Meanwhile i am unsure if i should install a sink or not considering hows its unlevel and needs to be repaired. Thanksgiving is a week away..and this company cant even answer any of my questions. Two days go by and I had to reach out again, for an update and surprise surprise they have none! I am baffled at the unprofessionalism, and lack of communication I have received from the company. The fact I had to wait on hold for 30 minutes for someone from the resolution team tells me everything I need to know about this company. And shocker when i looked them up they have 1.5 stars..... im surprised Home Depot continues to do business with them. I will definitely not buy from Home Depot on any future projects and warn all of my friends and family the same. This company should be ashamed of themselves and the service they provide!!! read more

If you are a woman considering a home improvement project do not go with this company. I began my project with Home Depot which subcontracted with The Countertop Factory.Iwas dissatisfied with the countertop I received and was persistent in sharing my complaint with calls and emails to both companies. HD responded saying because I had "signed off" on the countertop, TCF would not address my dissatisfaction. After requesting a copy of this"document," and questioning its authenticity, I was finally contacted by John, the TCF rep. He blamed me for being ignorant of the proper procedure in purchasing and reviewing a product. When I told John the signature on the acceptance document was not mine, he said I was lying. I offered to share samples of my signature, but he said as long as there's a signature, he was accepting it a legal acknowledgement. He hung up abruptly. I am certain John would never have spoken to my husband in such a demeaning manner. Ladies, beware of this company. You will be disrespected and made to feel inept. They are not BBB accredited. read more

Just a follow up. The company contacted me to say "incidental damage" was part of the contract, but they would come & fix the tile for $150.00. I told them I wouldn't pay them for damage they caused & that my definition of incidental damage is different than theirs. Please stay away from this company. read more

The Countertop Factory Midwest - We spackled the hole because pieces were falling when I was cooking. - Building Supplies Near Me - Addison, Illinois

would be 0 if I could. Terrible company - no follow through on their word, horrible communication, inept salesmen and corp team entirely. This company was referred through a Home Depot program.....actually makes me never want to shop at home depot either. Use at your own risk - my recommendation is NEVER use them - steer clear if you dont want headaches upon headaches. RIP countertop factory read more

Horrible experience. So many things were wrong that I'll just stick to the big ones on this review The installers screwed up the install. Our island was to have a 9 inch overhang and they only did 8.5. It is clearly shown in the drawings they produced. It is a limited space as it is and every bit matters. So not only is the seating area a half inch off, the overhang on the opposite side of the island now has a full inch overhang whereas the rest of the kitchen it is only a half inch. It looks ridiculous. When i brought it to TCF attention, i was told my cabinets werent level. That would have zero bearing on the installers shifting the entire counter a half inch over what was specified in their drawings. Also, they didnt use shims. Every other counter place ive contacted said they shim up to 1/4 inch to make sure things are level. None in place. They just threw the glue on and slapped it down. I also was told that i absolutely had to have braces installed to support this counter overhang. They called and said I owed hundreds extra (~$650) for these vital braces. I paid. Installers never said anything, just didnt put them in. Then after the counter is glued on, they tell me they didnt put the 4 braces on bc they dont have room. It's a kitchen cabinet. They are pretty standard. It made no sense that the guy paid to measure everything said you have to have them,this is the appropriate size, and then the installers just dont put them in. These guys also told me on arrival, they would take about 2 hours to complete the work. 45 minutes later they announced they were leaving. They slapped some glue on, ignored the specs, and then left. I'v attached pictures showing the two different dimensions on the cabinet overhangs and the 8.5 inch overhang on the island as well as the non existent supports and the drawing specs produced by TCF. And they chipped my dishwasher as well as my walls. Garbage work, go elsewhere. read more

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Tried getting a quote on countertop for my laundry room, made out of a remnant. Kelsey Swanson was my rep and totally blew me off. At first, she was attentive and then she just stopped communicating for no reason. It was her idea to text and then she ghosted me. First she said it was because of family issues, and then she claimed that her associate was suppose to be handling me. The kicker is that she did a quote in 10 minutes and it was about $1k more than we talked about. Worst place to do business with. I ended up going local and saved about $500. read more

I was legitimately surprised when I saw so many low reviews. I had a great experience with them. The process had a couple weeks of back and forth to it. Which all remodeling projects do, but they were responsive and friendly. This also gave me time to mull over all my little decisions with my partner. I had reasonable expectations and they were met exactly. Honestly exceeded. I have a pro acct at Home Depot (anyone can sign up) and got a very fair/ low price for a high quality product. I picked quartz in "Arlia " style. Which was on sale. It looks like subtly veined white marble. The team member showed me many affordable options and didn't rush me. Look, Who knows. They could fall apart tomorrow. You never know in life. But they don't show any signs of that. Super solid. Laser straight and level. Super tight seam. I'm as handy as the next guy. So I installed diamond cabinets from Lowe's myself. TCF made it clear what they needed from me. My original measure changed considerably. I wanted bigger. I paid the difference and it was fine. I didn't have to do a new design meeting or anything. I even had a little curved custom piece that I made from wood, but would have rather had in the same quartz. The dude who measured said "sure, I can laser plot that out and just add it". Boom. It was easy and cost a couple hundred bucks. He also gave me pointers on spacing and standard distances for traffic flow and ease of use. I trusted his advice and he was right. They fit PERFECTLY. The two dudes who came out for the install were on time. Professional. And did a super clean job. They also answered my questions My only guess for the low stars is.. when people are spending money, they often want a concierge type experience, and thats just not reasonable unless you hire a professional interior designer. If not, You have to be involved in the process and educate yourself. Ask the right questions. If u want an ultra custom remodel and a dedicated sales team at your fingertips, you have to go to a super high end design type place and spend a fortune. That's called life 101. Anyhow, I could not be more stoked with our new kitchen. We went with lowes for the cabinets and we love those too! We Would/ will be using them for our next house. Counters and new kitchens are a big deal- do your part. Be prepped. And it'll work out. I'm adding the final touches and starting the uppers. (Pics) Sometimes I think ppl just want someone to blame when they have regret after a big ticket purchase. These guys were pro; clearly had been doing this for a long time. Polite, fast, efficient. K that's enough. PS. I'm a real person who has no affiliation with the counter factory Midwest or Lowe's or Home Depot. I'm just a dude working on my house. TCF was absolutely great. Highly recommend. read more

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Sort by newest to see what's really happening these days. Like many folks on here, I placed an order through Home Depot. I used them twice before (HD that is - don't recall the subcontracted install company) and had great experiences. We weren't ready right away so when it became time to get measured I started calling daily, multiple times per day, emailing Clarissa in customer service, dialing her extension, dialing other options that weren't scheduling. No one ever answers, no return calls to my many many voicemails, nothing. I finally called Home Depot and requested a refund; they did so reluctantly. Please DO NOT buy from Home Depot as long as are using The Countertop Factory. read more

Shame on Home Depot for contracting through The Countertop Factory. Sloppy Operations, NO Ownership of errors, STAY AWAY! When the Measuring Tech (Alex) from The Countertop Factory came to my house, I requested two changes to my order: 1) Change the edge to be FLAT (no cost to update) 2) Add the Chip Minimization/Enhanced Seam/Digital Package (a $600 Add On) The Countertop Factory happily made the $600 upgrade...but FAILED to provide the FLAT edge as requested. Funny how The Countertop Company conveniently made the change that earns them an extra $600... Unfortunately I had no idea of their error until after my old kitchen countertop and sink were removed by The Countertop Factory. Once the company brought in the new countertop, I identified that the edging of the new countertop is NOT what I requested. As a result of The Countertop Factory's error, my kitchen was left without a working kitchen sink for 2 WEEKS! It was horrendous working between Home Depot and The Countertop Factory trying to get them to correct their error. Both of the companies pointed to the other and neither wanted to budge and accept the sunk cost. To be honest, Home Depot is just as guilty. Andrea from Home Depot said they could only amend the upper section of the countertop by trimming down the bullnose edge to make it flat. The main part of the countertop that was with the wrong edge could not be amended. And with that no one wanted to admit fault and build a new countertop from scratch. Andrea from Home Depot convinced me to accept that it's 'okay' to have different edging of the coutnertop in my kitchen. It wasn't until today that I realized why....after multiple trips to Home Depot, Kyrie said that Andrea should have reviewed my order with me before it went to production as that is part of the process at Home Depot. Andrea was 'convincing' me to accept the countertop 'as is' to cover her own fault. In desperation to have a working kitchen sink with water...I took the $5,600 countertop that was built with the wrong edge and have to live with it FOREVER. Very dissatisfied and would not recommend working with The Countertop Factory or Home Depot! read more

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HORRIBLE!! I really wish I checked here before making my purchase the low ratings makes perfect sense. The only saving grace was the staff at home depot. The counter top factory is beyond horrible. Their product is horrible and their customer service is worse. I purchased laminate tops, I pointed out the laminate wasn't sealed and the seams were split. They assured me that is "how it's made", it failed less than 2 months later. All tops split and cracked to the point that Home Depot replaced them with quartz since the counter top factory refused to acknowledge/warranty the product. Quartz measurement, they failed to measure correctly stating previous measurements were good enough. Due to not measuring, the drain to my sink wasn't accounted for per TCF plumber and had to be changed THREE TIMES!! Luckily third time was the charm. I've reached out numerous times via email and phone with no response other than that's not their problem. Home Depot was fantastic during this ordeal but TCF should be ashamed. NEVER AGAIN! read more

Horrible. Received wrong information multiple times. Installation people didn't introduce themselves when they arrived, after driving around for two hours trying to find the back door to our building after asking for directions three times. Upon arrival they didn't ask me what they were doing, and started to take apart my new fireplace when they were just suppose to install a mantel on the fireplace. They claim they didn't have any directions from the office. Maybe the installers should have asked me what they were suppose to do since they had the piece to install but clearly didn't know what they were suppose to do with it. I called the salesperson and emailed her to complain, but have not heard back. What a nightmare. read more

I purchased new cabinets and a countertop through Home Depot so I was forced to use The Countertop Factory. They charged $625 to level the cabinets before they installed the countertop. They stated the cabinets were 1/4" off. The leveling was sloppy, left 1 inch strips of wood exposed. Ruined my sink when they took it off the old countertop and placed it on the new countertop. Not just a chip but also a 4" gouge along the side of the sink. I was told this happens quite often. I'm still waiting for a return call to replace my sink. The "project manager" in their office sent incorrect emails to me, didn't send what she should have been sending, all over she was just very confused. I also heard from others that they experienced issues with her. Just an awful experience from the beginning. read more

If you'd like to maintain your sanity, I encourage you to stay away from using The Countertop Factory. It took them not one, not two, but six different attempts to get the measurements right on our counters and backsplash. FWIW the guys installing were very apologetic but customer service was abysmal. read more

We ordered a countertop through Home Depot, who subcontracted out to The Countertop Factory Midwest. They came out promptly to measure. Once it was time for final approval, I found out that there was an extra charge for "build-up". I then switched my choice to a granite countertop from solid surface. Was sent more cad drawings, 3 in total. All had differing measurements! All based on the one measurement visit. I was assured they were responsible for the measurements and it would be right. Well, the cuts were a 1/4 inch off. I don't consider that custom measured and sized! That is a sizeable gap, which they just fill with caulk. Messy, unfit look! Very disappointed. read more

do not use this company! I purchased a quartz countertop and a stainless steel sink from IKEA and unfortunately for me they used this joke of a company. Now, 2 years after the installation, one side of the sink dropped and there is a gap between the countertop and the sink. I've never miss used the sink, never filled it with water to the top, never left anything heavy in it. the only reason for this to happen is a horrible installation. Now I'm being passed around between them and IKEA and no one wants to take responsibility. After this experience, I do not recommend buying a quartz countertop from IKEA. but if you have to, make sure to check what fabricator they are using before hand. save yourself the headache and don't use the countertop factory! read more

The Countertop Factory Midwest - Building Supplies Near Me - Addison, Illinois

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Here's an update.... They did come out and finish the job 3 days after this review. The guys that came out were professional and did a great job. I did get the $300 knocked off my bill for the plumber coming out twice. The countertops look great after all of this. read more

The quality of the counter is overshadowed by the lack of competence and horrible customer service. Not a good or reputable company for anyone who values their home. Home Depot should drop them before they damage their brand. read more

The Countertop Factory Midwest - They suck! My countertop BEFORE and then AFTER the installers came and left. - Building Supplies Near Me - Addison, Illinois

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Terrible, terrible, terrible!!! Don't use this company and especially watch out if your ordering from a big box store, that they are not the vendor. They can't seem to get the job right. They installed the counter, and the backsplashes were to short. Came back again and the other pieces were bowed. Then they send someone out to "just look at the wall". Then they cancelled the next install the morning of because the pieces didn't get cut. So I'm still waiting for this project to be complete. Meanwhile I have had to push back my tile company a month out because of this! No one responds, all they say is "sorry" and the manager will never contact you. I have asked a million times. They don't pick up the phone and only thru email will they respond. I have dealt with some crappy company's but this one takes the cake! WOW! So much money for terrible service. If I could give this -0 stars I would! read more

We ordered countertops from Home Depot, they subcontracted out to this company. I got a call four days ago to schedule the measuring, They left a message for me to call them back. I called back five minutes later, left a message, they assured me in the message that I would get a call back in 24 hours. It's been four days I left countless voicemails and no calls back to schedule the measuring. I don't like leaving bad reviews but at this point I don't know what to do. I thought about going to Lowe's and found out they subcontract to the same counter company. Is it asking too much just to get a call back? Received a call from Flora today....mines up to 3 stars, let's see how this goes read more

Surprised at some of the bad reviews here. Like others this was contracted thru Home Depot. Had absolutely no issues with scheduling, the measure or the install. Everything went great! read more

Every experience is different for different people. My installers from the Countertop Factory were very nice and polite. They were very thorough when installing my countertop. I did not experience anything unpleasant. They had to cut into my cabinets to add my sink, and they asked me before they did the cut. I was thankful for that. Overall, they were professional and effective. Will use this company again. read more

This is an extremely unprofessional company. I can't believe that Home Depot has a contract with them to install their countertops. 1. The scheduling process is very inefficient and contradictory. 2. The man who measured did not measure appropriately and the new countertop was a few inches short which left damage on our walls. 3. We had to hire a painter to repair the walls since the Countertop Factory refused to repair. $200 4. The installers were almost an hour late (past the 2-hour window) and made us late for an appointment. 5. The installers damaged one wall - they took photos of both the damaged areas, but Countertop Factory did nothing; the installers said that the damage would be corrected. 6. The installers also made a mess and used a decorative wastebasket as a pail. 7. I contacted the Countertop Factory several times but got a rude run-around. 8. I also contacted the salesperson at Home Depot, but she did nothing. We would NEVER work with Home Depot on a project again as a result of this very negative experience. read more

BUYER BEWARE!! I purchased countertops May 7, they were to be installed June 8, 3 days prior to installation I received a phone call and said they needed to remeasure because there may be an error by the sink. They measured and I ended up paying more money for the countertops. They came out to install July 18 and they didn't fit and the cut on the large piece was crooked leaving a hole where the countertop meets the wall. They came out and remeasured. It is now July 25th and I am still waiting. There is no point in calling these people because they don't answer the phones or call you back. They called me AFTER I filed a complaint with the big box store I purchased them from. I have had many projects done over the years and these people are by far the worst!! read more

We bought quartz countertops through the Lowes in Naperville. TCF is their contracted installer. We bought right before the COVID-19 shutdown in March and had three projects with them (bathrooms and a full kitchen). Still fighting with them to fix several issues in August. The bathrooms went just OK. OK communication, decent install process - but they were simple projects and we cut them some slack because it was in the early days of COVID-19. The install actually looks decent. We were unhappy with TCF, but were happy with the end product and the install team was very decent to work with. The kitchen however has been really bad. Communication has been horrible. Dozens and dozens of times we were promised a call "right back"and never got one until we called and called, voicemail after voicemail. There are no real managers at TCF. You can only talk to low-level, "junior" project managers or schedulers that can't really get anything done. My impression, they just get yelled at all day, so there's no chance you're going to be able to get their attention. They're just used to projects going bad all day, every day - it's their norm. They had to come out and measure twice (their error). They promised that wouldn't hold up the schedule - but it pushed everything back. We have never received an explanation or apology or some kind or effort to compensate. They have had to come out three times to install (again, errors on their part). After three visits, we still have several issues. Scratches and scuff marks on almost every piece, a rough edge, a bad seam. At one point, we were told the install team would be able to buff out the scuff marks. Next time they were out, we asked about it - they said they had no clue. We called the project manager (several times) and now they have to send out a "restorer" - we've been trying to schedule that for over two weeks. They don't know if they can fix or will have to replace - so we are stuck with a non-functional kitchen until they get out here. As of today, we're going on day 8 of waiting for a call back just to get it scheduled/fixed (we call them twice a day). Of course, since we bought through a big-box store, they have had our money since early March and there's no way to leverage payment for services. So, why two stars? The install crews we've worked with (6 different crews at this point) have all been decent to work with - even during the COVID-19 days. Generally, we're happy with their work (except for one seam). Completely dissatisfied with TCF overall. The so-called project managers and schedulers are just painful to work with even if or when they decide to ever call you back. Final words - avoid this particular big-box store to avoid TCF. You'll do much better with a local supplier/installer where you have a more direct line and can work with people that can get something done - as opposed to people that just hide behind voicemail. read more

If I could give them a 0 star review I would. Do NOT hire this company to install your countertops. Stay FAR AWAY from this one. Their employees are negligent and caused damage to my newly installed cabinets. They came in joking around and goofing off and it showed in their work as we have damage done by their workers. We have been given nothing but the run around as they are refusing to pay for and fix their mistake. I have lost track of the number of phone calls made trying to get this issue resolved. At this time Deb Ciosek is still pushing me to sign the job completion form, but that form will not be signed until the damage done by their installers is fixed. This problem has gone on since June 19th with no resolution. Their customer service and response time is awful. It was like pulling teeth to get them first to come out and measure for our counter tops. Then it was ever harder finding a time for them to come in and actually install the countertops. Now I am dealing with a deep scratch in my fridge box panel and they are trying to put the blame on Home Depot. Please do NOT hire this company read more

The Countertop Factory Midwest - The scratch their installers made on my brand new fridge box panel. Their customer service has failed to rectify the situation. - Building Supplies Near Me - Addison, Illinois

They now do countertops for both Home Depot and Lowes. You are better off using an outside company as they overcharge you. I agreed to pay an additional $125 to have the seam be less noticeable. They didn't do this and haven't refunded my money! Every time you call you get an answering machine that isn't connected or an individual who tells you to call HD. read more

I would give no stars if i could. Dealing with this company was just terrible. The customer service is awful. And countless times they cancelled, rescheduled, then cancelled again. In addition, after the counter top was installed, i received a 'satisfaction survey' call. When i told them about the poor experience, they apologized, told me they would follow up with a supervisor, and surprise surprise, we never heard from them... Do yourself a favor, avoid these guys! Shame on Home Depot for contracting them. read more

I wish I could leave zero stars... my experience has been horrendous, like many of these other reviews... Went to HD 2/28/22 to get one bathroom countertop installed, they contracted to TCF. The measurements got done quickly, but it went downhill from there... They knew that this install was for a 2nd home and that we had to drive 3 hours each way to meet them at the home for the install. They even made me speak with a supervisor to make sure that the appt was a solid appt because of the fact we had to drive hours to get there (red flag)... It didn't matter though... that first appt (which was booked a month out), got rescheduled the night before, after my husband had already driven the 3 hours to the home. They then rescheduled us for four days later. Appt #2 was canceled an hour before the appt! Being extremely upset, I contacted HD management and TCF corporate office and received a call later that day from Cassie at TCF Corporate. She apologized and assured me that the countertop was fabricated and ready to go and that she would personally make sure that the new appt (2 days later) would be honored. Gave me her direct phone number. And guess what? Appt #3 which was set for today was a no call/no show! WOW!!! How does this company stay in business? And so much for personally making sure this appt was kept- I have left Cassie a few voicemails and sent her emails, all with no response. RUN AWAY from this one! This is the most unreliable and unprofessional company EV read more

Stay away from this company. I ordered quartz countertop from Home Depot 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 Clarissa 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. read more

We ordered our quartz countertops through Home Depot. It took three weeks or so to schedule the measuring, which made me a little nervous, but I received the notification via email none the less. The gentleman arrived on time, he was polite and courteous and clearly very knowledgeable. A week later I received a notification from Home Depot that we were receiving a rebate as the original estimations I provided were overstated, which was great, the monies appeared in my account the next day. The installation, which was today, occurred two weeks after the measuring took place. The installation team was on time, again polite, professional and courteous. They completed the installation in a matter of two hours and did an excellent job, no complaints whatsoever. I'm sorry to see that others have not had the same experience as I have had, I myself found no fault in the way this transaction was handled, and based upon my experience I would recommend them to others. read more

Overall not a great experience. Absolutely terrible at communication. Will not answer their phones and rarely respond to emails. The installers showed up at 3:30 pm on a Friday and then proceeded to scratch our new countertops with their equipment (see photo). Followed up with the Countertop Factory to correct the issue and they finally sent out someone 3 weeks after install who showed up unannounced and told us the entire piece had to be replaced. After this we haven't heard anything back from them for over a week. Has caused a 1 month delay in our kitchen renovation so far with no end in sight. Look elsewhere if you're interested in quality customer service and products. read more

The Countertop Factory Midwest - Building Supplies Near Me - Addison, Illinois

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 Home Depot, 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. Installers did not install the sinks evenly and wound up covering up half of the holes for the faucets. This entire process took months!! Overall it was a crappy experience. Customer service is absolutely horrible!!! The company they deal with (MSI) for the marble slabs is horrible to work with. read more

I was not very happy with my experience with this company. I purchased my countertops through Home Depot and they use this company at the installers. I've had a few issues with this company: 1. Communication is not very good. Sure, they send out emails giving you an update on each step. But when you need to talk to someone, it's hard to get anyone on the phone. 2. My measurements were off that I provided to Home Depot but when I tried to get more details from the countertop factory, they did not answer any questions. I had to go through Home Depot but Home Depot didn't do the measuring. 3. On the day of the install, I was provided a 2 hour window. The installers showed up late, almost an hour late. However, I was not notified. I had to call the office and wait 20 minutes to get an estimated time. Again, communication is not a strong suite of this company. 4. My backsplashes were never loaded on the tuck so I had to wait another 2 days for my project to be completed. When talking to my "project manager" the only thing that could be done was a free cutting board. I don't think makes up for not having my project completed on time. While I am happy with how the counter tops look, I am not happy with these set backs. I have contacted the owner to see if something can be done so I will update the review if something happens besides a cheap cutting board. read more

We got our quartz countertops from the countertop factory and could not be happier with the quality, design and professionalism. I spoke with Daiva a couple of times who walked me through what the process would be and also made recommendations about the edge/cut and thickness to consider. The measure was scheduled easily, the crew showed up on time and were accurate. The countertops went in smoothly and look great. read more

I ordered countertops from TCF Midwest and it was a horrible experience. They damaged the countertops, measured wrong, and had the worst communication of any company I have ever dealt with. Avoid at all costs. read more