The Countertop Factory Southwest
Reviews and Complaints

I bought some countertops from Lowes and I've been trying to get in touch with The Countertop Factory Southwest LLC about them, but they haven't been responding to me. It's been a real pain in the butt trying to get any information about what's going on with my order.

This company is terrible. They do bad work, make lots of mistakes, and their scheduling is a joke. They don't know how to treat customers right! Don't go to TCF, go somewhere else. You'll regret it if you don't.

Can't even get a hold of these guys to set up an appointment. They ain't pickin' up the phone or responding to emails. Thinkin' I might just cancel this whole thing and find someone else. I mean, I read some reviews on *** and ComplaintsBoard.com and I don't know how they got an A+ rating.

Horrible time dealing with these guys! Luckily, I was able to cancel my order and get my money back through *** Check out other reviews for more info - I went through the same thing. Can't believe this company is still around, but they won't be for much longer!

We got new quartz countertops from Lowes for our kitchen remodel in November . They hired this company, but they kept delaying and saying they can't install in a mobile home. The mobile home maker said they're wrong. They won't call us back even after we leave messages or when someone says they will. Our kitchen is still half-done after 11 months.

I went to the Countertop Factory Southwest LLC for my countertop project on December 5th. It's now May 23rd, 2022 and my countertop still ain't installed yet. They outsource the installation to TCF. They had to reschedule my installation more than 6 times (I lost count) due to certain circumstances on their end. I kept getting excuses and apologies, but no results. I'm only frustrated for my mom as she had to clean out the kitchen more than 6 times like stated earlier prior to the scheduled installation. Calling their number, going through the automated system, selecting any options will get you to a voice mail or elevator tune. I will leave a negative feed back on the *** side as well as they continue to outsource to TCF. This makes them as guilty.

This company is the worst to do business with! Don't even bother calling them because they don't answer or return calls or emails. It takes weeks for them to schedule your field measure after you place your order. Make sure you get everything right during that measurement because they won't make any changes after that, even if they say they will. I told two employees about a change we wanted, but it wasn't made during installation. The installers did an okay job, but they didn't attach everything evenly and covered up some of the faucet holes. The whole process took months and it was a crappy experience. The company they work with for the marble slabs (MSI) is also horrible to work with.

This company is a total letdown. I'm so mad that *** said they hear complaints all the time about them, but they still work with them. Their customer service is non-existent, and they always have excuses for why they can't start the job. They never call back, and nobody knows what's going on with the installation. I'm so angry after reading all the bad reviews. I can't believe they're still in business. The only reason they are is because *** keeps contracting with them, and you have no choice but to use them for your remodel. It's been five months, and they still haven't finished the job. The cabinets were installed two months ago! If you're looking for a countertop company, please read the reviews and don't use this one!

Don't use this company, seriously. Check out their reviews! If you buy countertops from *** or Lowes, watch out because they might be using TCF and maybe even another name. My granite template was done on 3/29 and they said it would take about 2 weeks to install, but then they said it would be more like 3 weeks. So, 3 weeks go by and I don't hear anything from TCF. I try calling them but they never answer the phone. You can leave a voicemail but they never call you back. I tried every extension, I even emailed the company and the Project Manager *** but still no response. It would have been nice to get a call just to know what was going on. Instead, they just ignore you. After reading the reviews and seeing that other customers were having the same problems, I cancelled my order through *** and now I'm looking for a different installer. I also filed a complaint with the ComplaintsBoard.com to let *** know how bad this company is treating their customers. Hopefully, if enough people complain, they'll stop using TCF and find a better company. I did that yesterday and this morning, *** from *** called me back and was really professional and nice. I think they actually care about what's happening.

I agree with the other reviews for this year (2022). We've been trying to get a countertop installed for over 3 months. Lowes and *** referred us to them for a bathroom countertop. We tried calling multiple times, but no one answered. I went to their facility and had to wander around until a worker asked what I wanted. No one was available to talk to me. I called again and selected an extension for billing. I spoke to a guy in *** who gave me some numbers for the service department, but no one answered. Finally, the sales guy contacted us and we made an appointment. We selected a top and he said someone would contact us to measure. A couple of weeks later, I had to go back to the shop and find a supervisor, ***, who checked the schedule and said someone would be in touch within 2 days. We heard from the measuring guy within a week, but he cancelled once and showed up for the second appointment. He said it would take 10-14 days for the piece to be cut. It's now been over 2 months. We scheduled the install last week, but they cancelled twice. It was supposed to be installed yesterday between 9 & 11, but they cancelled again. They were supposed to be here today between 9 & 11, but it's 1:00 and we got a text saying they'll be late because the driver was hung up. It's 2:00 now and we haven't heard anything.

This company is a scam. I ordered my granite countertops from the *** store in *** last August and was promised installation within 90 days. However, The Countertop factory installed it beyond the 90 days. Worse, it was installed on 11/11 and by Thanksgiving Day, I noticed a crack around the sink. I reported it to the *** store through my saleslady, but it's now April and I still have a double cracked granite countertop that I paid for in full. Don't do business with these people. Their installers looked like thugs who were in a hurry to get the job done and didn't even wear masks inside our home. Their customer service number is not manned, and they don't answer emails. They told me via message that I would have to pay $500 to get my granite repaired, but what about my warranty? This company is a scam. *** and *** should breach their contract. I'm contacting KVOA and local news networks in *** to warn other consumers not to patronize their business. They shouldn't even be rated by the ComplaintsBoard.com.

This company is not good. I started with them in Oct 2021. They said they would install in Nov but I didn't hear anything. I went to the store and my salesman called the countertop company and pushed them to get me in. They called in Dec and asked if they could come the next morning. One of the slabs was the wrong size and they didn't do a great job overall. They said the corrected slab would be ready on Feb 18. I called in Feb but had to call the corporation because this company never calls back. They told me to wait a week or so. My daughter was getting married and we decided not to have the reception at home because the counters weren't finished. After the wedding, it was April and still no word from anyone. I called several times but no one called back. By May, I called again and they "escalated" my issue. They finally called and asked what we needed. The slab had not been made yet. They said someone would come out on May 17. He came and we agreed he could try to fix the slab. They said he would be back in 1-2 weeks but I heard nothing. They called me on May 31 and asked if they came out. They said they would come on June 14 but they never showed. My husband went to the store on the 15th and the salesman called the countertop company and told them to come on June 16. They never showed up and it's been 9 months now, 6 months waiting for the corrected slab. They need to hire more people or be more professional. Get it together!

We got some quartz countertops from Home Depot in May , and they hired The Countertop Factory to install them. But when they finally put them in in January 2022, they were all messed up in some way. We ain't heard nothing from The Countertop Factory about fixing them, so we asked for our money back. But even Home Depot can't get them to confirm the refund. We just want our money back so we can go somewhere else.