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  • I'm a huge supporter of local businesses so when it came time to update our counter tops I skipped Lowe's and Home Depot and opted instead for Countertop Creations based in Chandler, AZ. Why Countertop Creations? Because they are a Costco-certified vendor. Unfortunately, the definite lack of customer service led to our cancellation of granite countertops after three weeks. Here all the things we asked either "Llano" or "Randy" for that we did not receive: -A call back within 5-7 days as promised to schedule a template appointment. I had to call them and make this appointment happen. -A signed contract from their business. We were left with an unsigned copy. -Instructions on paperwork on the template design. When someone came to our home for the template appointment they took our sink and left no information about where it would be housed, why it needed to be taken, and when it would be returned -Clarification on payment. We were told that this company would not be paid until the service was complete to our satisfaction but we received our January credit card bill and it had been charged in full! -Instructions of what to do at the slab warehouse. We didn't know we needed an appointment, we didn't know what to do if we didn't like the slab, etc. and Llano left us hanging after taking our call. Even when we did get a hold of these guys they weren't clear or helpful. It's understandable that this process may not have gone 100% smooth, but Llano and Randy kept saying they would do things (like email us the paperwork they forget to give us) and never did. Or wait until the service was complete to charge our credit card in full. Or take our sink and not provide us with any information on why it needed to be taken in the first place.This is a huge fail in the world of customer service. As a customer, I don't ask for much. Do what you'll say you'll do. Thankfully, Costco DOES have excellent customer service and after explaining all of this to the Costco Chandler manager we received our money back in full.
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