Very unorganized & disappointed w/ the product I received.6/8/2024 – I saw good reviews & chose to use Granite Huggers over a big box store to replace a single vanity countertop. I drove an hour to get there. I was assisted by Sarah to look through remnant options. She did not have the strength or offer equipment to lift/show any of the granite slabs. I pointed to a small corner of a piece I liked and unknowingly was pointing at the unfinished side which is much lighter/less yellowish in color than the finished side. I was unaware of this until I picked up the final product almost a month later. During this appointment I also selected my sink options for the vanity. And, I provided the original vanity top to draw a template for the replacement to replicate the original bump-outs on the front.6/11 – I received my countertop quote. I called Sarah and requested that the design on the quote be changed from one hole to three holes for the faucet. I also requested a 4” backsplash be added to the quote. During the call, I asked if I needed to provide a card for down payment. Sarah stated that because it was a small order no down payment was required and I could just pay in full at the time of pick-up.6/19– I received a text message from Sarah, “It’s Sarah with granite huggers. I’ve tried to call you about your vanity top but the calls go straight to voicemail. Could you send a pic of the faucet choice you have?” I sent back the following message with a link to my faucet selection, “Hi Sarah. Sorry I missed your call. I usually don’t answer if I don’t know the number and I don’t see a voicemail.”6/25 – Misty called. She was unaware that I had sent any information about my faucet selections to Sarah. She asked all the same questions again. She was unaware that the top I left with them was there to be used as a template for the new countertop. She asked again for the faucet selection, backsplash and cut options. In contradiction to what Sarah stated, she also said that I would need to provide a down-payment to process the order.6/26 – Sarah called and said that the countertop was ready for pick-up, but that there was not sufficient room for a backsplash. I asked them to cut the backsplash anyways. I let them know I live an hour away and asked if it would be ready for me to pick-up that Friday. Sarah confirmed that the order would be ready for pick-up that Friday.6/28– I drove the hour there. Both Misty and Sarah were in the office, but I was told that neither of them knew if the backsplash had been cut or where the original top was. They did not seem apologetic about the waste of a drive there and didn’t show much concern for finding my items. I’m still confused why they couldn’t call someone that knew this information so that I didn’t need to make an additional trip.7/2 – Frustrated by the constant delay, poor communication and awful customer service, I messaged Misty and asked to pick-up the original top.7/3 - Misty replied and said that everything was ready for pick-up.Pick-up – I Drove an hour there. The new top has a chip behind the faucet (difficult to see in the photo, but very noticeable in person). I didn’t notice until I got it home to install it, because they loaded it directly in my car extremely dirty and dusty. The original top (that I planned to use in another project) was scratched up beyond repair. Additionally, although standard setback for a sink is 4”(>/= 2” depth required by most manufactures) as provided on the new countertop, the setback could have been adjusted by an inch to allow for the backsplash. When I picked it up, they also stated that I should have brought something to keep the sink vertical during transport. I’m not sure why that wasn’t communicated when I told them I was ordering a cash and carry.I debated for a few weeks about leaving this review, but I feel strongly that the service I received was not on par with their rating. We are building a fully custom home and I had hoped that good service would bring me back here for all our countertop needs.
