Very Disappointing Experience - Terrible Communication and Customer Service…read more
We recently purchased countertops from Rock Solid Countertops in Naples, and while their selection of countertops was great, the communication and customer service throughout the installation process were extremely disappointing.
Our sales representative was Marco. On October 9, we finalized our countertop selection and template. Our installation was originally scheduled for October 15 or 16, but on October 15, we received a call saying it needed to be pushed back a week. We were understanding and had no problem accommodating the delay.
Our new installation date was scheduled for Thursday, October 22, between 9:00 AM and 1:30 PM. At 11:30 AM, they sent a plumber to disconnect our kitchen water in preparation for the new countertops and sink.
At 12:45 PM, I received a text saying the installers were running behind and would arrive between 3:00 and 4:00 PM. Again, we were understanding. However, by 4:30 PM, we had received no further updates. I had to make multiple phone calls just to find out what was happening. Eventually, I was told they wouldn't arrive until approximately 6:30-7:00 PM.
With a young family, starting a major kitchen countertop installation that late in the evening, especially as it was getting dark, was simply not reasonable.
I requested installation the following day, Friday, October 23, but was told they wouldn't be in our area. Instead, they promised we would be their very first appointment on Saturday, October 24, between 8:00 and 9:00 AM.
Saturday morning came, and once again, nobody showed up or bothered to call or text. At 9:30 AM, I had to call them myself. I was told the installers were only 30 minutes away. They didn't actually arrive until approximately 12:30 PM -- more than three hours after our scheduled arrival window!
Before the installers left, I asked about the plumber returning to reconnect our kitchen water. I was assured they would contact him and he would come out. However, nobody showed up. Later that afternoon, the plumber called to inform me that he was out of town and couldn't return until Monday, October 26. He promised I would be his first appointment Monday morning.
Once again, that promise wasn't kept. The plumber didn't arrive until approximately 2:30 PM on Monday.
As a result, our family was left without a working kitchen sink, dishwasher, or water and ice from our refrigerator from Thursday, October 22, until Monday, October 26. With a young family, this was an enormous inconvenience. We were forced to wash dishes in our bathroom for days because of the lack of planning and coordination.
What frustrates me most is not that delays happened. I understand that schedules change and unexpected issues arise. What is unacceptable is the complete lack of communication, accountability, and respect for our time.
Every time I called, I felt brushed off and was repeatedly told someone would arrive in 30-60 minutes, when that was clearly not the case. Had someone simply been upfront and honest about the delays, we could have made other arrangements instead of wasting entire days waiting around.
Rock Solid Countertops needs to seriously improve its scheduling, communication, and customer service. Customers deserve honest updates, realistic arrival times, and proper coordination between installers and plumbers.
We were excited about getting our new kitchen countertops, but what should have been a positive home improvement experience turned into several days of unnecessary stress and frustration.
A great countertop selection means very little when the customer service and communication are this poor.
