Marble Granite World

We are thrilled to hear that you had a positive experience with Marble Granite World. We are committed to upholding the highest standards of quality and customer satisfaction, so your feedback means the world to us.
We are grateful for your support and look forward to serving you again in the future. If there is anything else we can assist you with, please do not hesitate to reach out. Thank you once again for choosing us for your countertops.

Thank you for this review, Kendra. We really appreciate all of the positive feedback that you shared about your experience with our company. We very much pride ourselves on our customer service, as this is what sets us apart from our competition. As you mentioned, our staff is very attentive and responsive. We make sure that we are there for you every step of the way, even when there are unanticipated issues on the job, as is the case with most home remodels. This is something we are very used to, as we have been doing this kind of work in the Triad for over 20 years.

Just to clarify for those reading this, the gaps along the walls that Kendra is referring to are the result of the fact that we had templated her countertops when the original wall paneling was in place. When Kendra removed the wall paneling in order to prepare for a tile backsplash, the newly installed backer board sat slightly further back than the original wall. Again, these unavoidable adjustments often occur throughout the remodeling process in existing homes. In this case, it’s an easy fix, as the tile backsplash is meant to cover any gaps along the backside of the countertop.

In regards to the issue with Kendra’s cooktop, MGW followed our standard procedure and cut the cooktop cutout according to the specifications laid out by the manufacturer of the cooktop. In fact, it is what every countertop company should be doing as standard procedure. The cooktop cutouts are always cut slightly larger than the actual base of the cooktop so that there is some wiggle room to adjust the cooktop if necessary. Determining the correct size of the cooktop cutout is not the responsibility of the customer as it is industry standard to cut the cutout according to the manufacturers’ specifications. This is why our owner was confident in regards to the size of the cooktop cutout, after having checked our digital template to ensure that it was in fact measured and programmed correctly. Only after double checking our fabricated piece with the manufacturer’s specs did we continue to assure Kendra that the piece was correct. Had there been an error in our fabrication process, we would have gladly rectified the issue, as that is what true customer service is all about.

At the end of the day, we are a locally-owned and operated company who is proud of our reputation. We do not shy away from issues. In fact, we always respond to and address issues, as Kendra kindly pointed out. Our owner was on site at her house on two separate occasions within 24 hours of her contacting our office. In the end, we were glad to have the opportunity to resolve this issue with Kendra and we appreciate her communication with us throughout the process. This type of feedback from our customers is very important to us.