Cabinet & Granite Direct

I would like to relay my family's story regarding this company. This company and its service and dedication to the happiness of the client cannot be beat!!

There were setbacks, and delays and bottom line - there is a dedicated and honest staff who provide above and beyond service for beautiful work within this industry.

My family and I ordered some Quartz countertop for our newly remodelled kitchen in December of 2016. We ran into a few delays upon delivery as is to be expected with such large pieces and we also did not order domestically.

Unfortunately upon delivery, there were some sizing issues. And then -- a colour match issue .... I spoke with Kevin regarding our experience and the words from his mouth were, "how can we make this right?"

Within moments he brought forward - "I will order two brand new pieces for you today and free of charge. I will take back the other pieces but for me, the customer always comes first."

I am beyond impressed with the level of service and dedication to the customer that Kevin and the people at Granite Direct have displayed. Our interaction with all the employees from the installers to those on the phone have been nothing short of dedicated to completing their projects to the highest level possible and as the installer Caspar said .... "leaving the customer with a smile on their face."

Despite setbacks and delays - in fact BECAUSE OF HOW THIS COMPANY DEALT WITH SETBACKS AND DELAYS .....

I wholeheartedly recommend Granite Direct and will be sure to share their info with everyone and anyone I know who is in need is beautiful work within their home.

I ordered granite from the Red Deer office on Feb. 8th. To date, I have experienced nothing but delays and excuses from the salespeople in Red Deer. I tried to contact the head office to have someone contact me regarding the service and the web form on the website did not work. Frustrating experience and still no time set for installation.

A few years ago I discovered Granite Direct at the home show in Calgary. I engaged their services and was very pleased with the countertop installation for my kitchen. The pricing was very competitive and more economical than the competition and the trade-off, which I was willing to accept, was that it takes longer for supply and installation because the countertops are manufactured and cut to size in China, reducing labour and shipping costs vs the cost shipping full slabs. I did not have any issues and was prepared to wait. This install was completed without any issues ... but ... read on ...

In the fall of 2016, I contacted Granite Direct and I personally delivered a detailed drawing of a counter top that I needed for a see-through opening between my kitchen and living room. The receptionist opened my electronic file, which was under my wife's name and said someone would get back to me for a site visit to take measurements. Six (6) weeks later ... NO CONTACT ... so I called them, I received an apology and my detailed drawing was no where to be found. START THE PROCESS OVER FROM SCRATCH.

A company rep attended my residence, conducted measurements and said a quote would follow. Three weeks later, no quote, so I called them again to follow-up. I was told sales rep was in China but he did call me and sent me my quote. He also told me the counter top edges would be cut and beveled but the notches that were required would be cut on-site to ensure a perfect fit.

I was away during the winter and I arranged for an install to take place on 20 Apr 2017. I was told the installers would arrive between 12:00 and 1:00 pm. I had plans later in the afternoon, so time was critical for me so I called Granit Direct to obtain an update on the installers arrival time. A female answered the phone, I asked who I was speaking to and she responded "who am I speaking to? ... NOT THE EVASIVE RESPONSE I EXPECTED ! and DEFINATELY NOT A POSITIVE CUSTOMER SERVICE RESPONSE. She never did provide her name, she just stated she was the receptionist. There is absolutely no reason why a company employee providing a service to a customer should not provide their name, this provides a customer with a record of their interactions with the company and accountability by the company employees. I called at about 11 am, that receptionist said she would call me back about the installers arrival time and she never did, instead ... the installers called my wife and stated they were running late, she was at work and in turn called me.

I then called Granit Direct, I spoke to the same receptionist and told her to cancel the install and reschedule it. She said she would cancel the install but the installers showed up anyway, they were not cancelled ... WASTING THEIR TIME AND TRAVEL ! When they showed up, I informed them there was not enough time to do the install because they were late, they said the install would only take about 5 minutes to glue and install the counter top. I informed them That I was told it would take about an hour for the install because notches needed to be cut in the counter top to fit and install it ... THE INSTALLERS HAD NO IDEA THE INSTALL NEED CUSTOM CUTTING ON SITE.

Bottom line. .. PRICES ARE GREAT but be prepared for a longer wait time that is worth the cost savings ... CUSTOMER SERVICE and the practice of keeping customers informed and feeling valued is very poor! .... and last but not least the INSTALLERS were not provided with the proper job details .. I must admit ... I am somewhat apprehensive about this see-through counter top install.

I went to Granite Direct for my granite because I needed to save
some money. I was pleasantly surprised to see that inexpensive
does not mean cheap. The granite is beautiful and was the finishing touch to my kitchen. The staff at Granite direct are great and the
installation crew were amazing . I will use Granite Direct for all my
granite in the future.