Update: After posting this review, Depot Granite's management contacted me directly, acknowledged…read morethe fabrication error, and reimbursed me for the full cost I incurred to correct the issue. While I was disappointed with the initial workmanship and the delay in communication, I appreciate that they ultimately stood behind their work and resolved the matter fairly.
I waited quite a while before posting this review because I genuinely expected this issue could be resolved directly with the company.
During installation, a section of my granite backsplash was cut incorrectly, leaving a large and obvious gap beneath the upper cabinets. The photographs speak for themselves. In some areas of the installation, the stone follows the underside of the cabinets with a relatively consistent reveal. In the affected section, however, the gap becomes substantially larger and noticeably out of alignment with the surrounding installation.
The issue was immediately noticeable. Rather than receiving a proposal to replace the improperly cut section or otherwise correct the defect, the gap was filled with caulk. Even after that, the problem remained visible and the finished workmanship was not what I expected from a professional granite installation.
After the issue was brought to the company's attention, their installer met with my contractor to review the situation. At no point was I offered a proposal to replace the affected section, correct the defect, or provide any compensation for the additional costs that resulted from the problem.
Rather than insisting that the entire backsplash be removed and replaced, my contractor took the initiative to develop an alternative solution that avoided a much larger and more expensive repair. I agreed to that approach because I was trying to be reasonable and minimize the cost and disruption that would otherwise have resulted from the company's mistake.
While that solution improved the appearance, it still required additional work and expense on my end and left me with something less than what I originally contracted and paid for. The only reason this did not become a complete tear-out and replacement project was because my contractor was willing to spend additional time finding a workable solution after the company failed to offer one.
I have sent multiple emails to Lali, the sales representative assigned to my project, left voicemails, and made phone calls seeking a response regarding the issue. Those emails were ignored. I also requested to speak with a manager and was told I would receive a return call. No call ever came. Additional attempts to contact the company were unsuccessful as well. Weeks have now passed without any meaningful communication regarding how the company intends to address the situation.
As an ICU nurse and veteran, I do not take the time involved in repeated calls, emails, appointments, and follow up attempts lightly. I made every reasonable effort to resolve this matter privately before sharing my experience publicly.
Mistakes happen. What concerns me is how this issue was handled afterward. An improperly cut piece was installed, a significant visible gap was left behind, no meaningful solution was offered by the company, and repeated attempts to discuss the matter and reach a fair resolution went unanswered.
I have included photographs so others can evaluate the workmanship and decide for themselves.
If the company chooses to communicate and work toward a fair resolution, I would be willing to update this review. Until then, I believe potential customers should have an accurate picture of my experience.
