I was completely taken aback by how CCKB handled our installation--and the customer service was…read moreeven worse. If you want the short version: unless everything goes perfectly, you're risking your hard-earned money. Keep this in mind, I spent over $5,000 for a countertop and was provided something incorrect, and was mocked for thinking someone should apologize. If your installation is straightforward, you might be fine. But if anything--anything--goes wrong, be prepared. CCKB takes zero personal responsibility and will deflect blame onto anything or anyone else.
Some background. ~15 years ago, I worked in the kitchen and bath industry. I'd heard some rumors about CCKB back then but never had much direct experience with their work. Fast forward--I was referred to them by a remodeling company. I hesitated, but decided to give them a shot based on the referral.
Also worth noting: I've been involved in over four dozen kitchen installations and personally built eight wood countertops. I know how to template, how to handle out-of-plumb walls, and how overhangs work. I'm not a random customer.
We had a single slab of honed quartzite, very specific design specs, and a setup that was 100% ready--walls, cabinets, and layout. During templating for the makeup vanity, it was even noted that I requested an extended overhang on the left side (near a doorway). The right side was bordered by a tall pantry-style cabinet, and the back edge met a wall that was out of plumb (which we all knew going in).
What showed up? A completely botched countertop. The right side was cut at a ~15-degree diagonal--shorter in the back than the front--leaving a 7/8" gap where the counter should have been flush with the pantry cabinet. Think of a rectangle with three straight sides, and the fourth side hacked at an angle.
To be fair, the installer did the best he could but neither him, nor the installation manager offered any recommendation on how to fix it. They originally offered to cut the finished left end, but neither my contract nor I could see how that would fix anything. The suggestion to fix this, came from me. After measuring the angle, there was only one way to fix the gap "Scribe it to the cabinet" just the way the template should have been done to begin with. So, he cut off the angled portion (with an impressively steady hand), but we lost the overhang we had designed. I told the install team I wasn't happy, and then, silence. No call from CCKB--just an invoice.
When I finally called, I spoke with someone who I believe is a co-owner. She kept insisting the issue was due to the back wall being out of plumb--totally missing the fact that the actual error was on the side, not the back. The template and CAD drawings showed the measurements she said and the mistake was "the wall being out of plumb"; however, after speaking to everyone NOT associated with CCKB, the mistake was clearly the cut.
I tried to explain calmly that this wasn't about the wall--it was a simple length measurement along the side. She repeated herself again, ignoring the facts. I finally told her, "I don't think you understand what I'm trying to say." That's when she laughed at me. Loudly. Mockingly.
She then snapped, "Okay, what do you want?" I said calmly, "I don't think I should be charged full price." Her response? "Fine. I'll give you $200 off." I told her I appreciated the gesture, but what I really wanted was an apology and some accountability. Instead, she laughed again and said: "What do you want me to tell you? That you're right? Ok, You're right! *mockingly* I'm sorry, you win! Does that make you feel better?!"
I was stunned. Her tone was completely unprofessional and condescending. I told her I just wanted acknowledgment of the issue, and an apology would have been nice.
Let's be clear: the only reason this install was even usable was because I guided the installers on how to fix it. The installers had no plan. Bottom line, every company makes mistakes and I believe that's human. But how a company responds to those mistakes defines its integrity. CCKB failed that test completely.