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| - I have to start by saying that the finished product of our Quartz counter tops is beautiful, but the process was frustrating/annoying. When we went to Diamond to check out the product, it was the last day of a "sale" so there was a bit of pressure to make a purchase that day. I asked how much the regular price would be if we didn't get in on the sale, but no one knew. There was a pretty limited selection in the color we wanted (white) but I picked one anyway as I was told we could change the color later if we found something else we wanted. I looked online once I got home and found a whole list of white Quartz names/colors that I wanted prices on. I sent this over to our Diamond rep and asked for pricing. He advised that they don't get discounts on any of those colors so they don't even carry them and couldn't provide pricing. That seemed pretty odd to me. I've been planning on new counters for a few years so I've done a lot of looking around and didn't want to settle as it's a big investment for us. I also requested an itemized invoice showing the charge for each step of the process, but was told they don't do that. I have several other invoices from companies who've quoted counter tops for us, and all of them have been itemized. We were told that the installer would contact us to come out and template. After a couple of weeks with no one calling us, I called our rep to find out what the delay was. He advised that someone had been out of the office so they hadn't gotten our paperwork and he'd made sure they reached out soon. Once they did the template, they advised it'd be about 2 weeks before installation and that they'd call us. After about 3+ weeks, I called them to find out what the delay was. Our Diamond rep advised that they thought we were going to call them to tell them when our old counter tops had been removed so that they could come out. It made no sense. We wouldn't take our counter tops off and then just wait to be scheduled as we need a functional kitchen in the interim. That expectation was never communicated to us. Once they were finally scheduled, they came out to do the install. When installing, they realized that the sink we had ordered from Diamond didn't fit in our sink base cabinet. The installer said he could "scoop" the insides of the cabinet to make it fit, but that he couldn't be responsible for any damage. This doesn't leave such a great feeling about the quality of work. I emailed our Diamond rep while all this was happening as he was the one who measured for the sink. He emailed back saying it was pretty standard for them to have to do this and that we didn't really need to worry.
The installers did what they needed to do and the result is great. The counter tops are beautiful, but really, you can get Quartz anywhere. To have so many delays and just not really feel like you're a valued customer is the thing that makes people return or not. After everything was installed, our Diamond rep didn't reach out to be sure we were happy with the outcome. I appreciate follow ups and going the extra mile as much as anyone else does. It was a very rushed process where communication didn't seem important. I understand that they do this all day every day, but most customers don't so it's nice to feel valued. Counter tops are a big investment and to put that much into something and not feel that you're a valued customer is a big disappointment.
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