Factory Plaza, Inc

UPDATE: as of 12/5/23 Per an email from our salesman... "...the owners have offered a discount of $200 for removal of the review." I'm pretty sure they just offered me a bribe. It makes me wonder how many other bad reviews they may have received before and people took the bribes. It makes me question their rating. ORIGINAL REVIEW: I like my cabinets, but the reason for my low review is the service (our really the lack of) provided by this company. As you can see our invoice was dated on 9/9/23. We received some type of Memorial Day discount. I'm going to state now that I would've preferred to spend a couple extra thousand dollars to avoid all the headaches these people caused. My wife and I were going through IVF and we had a transfer date set for 11/20. We wanted the kitchen done before then. Per the salesman, the company was to come out and measure, and the cabinets would be made and installed within 2-3 weeks with an additional 3-5 days for the installation of the countertop. It took them 20 days just to come out and measure. We were assured at this time along with many times after that everything would be done by specific dates. I have the emails to prove it. On 9/29 a man came to measure. So, we figured by the timeline they gave us the cabinets would be delivered and installed by 10/21/23. Without any proactive communication by the company we continuously reached out to them to receive updates. We demolished our kitchen with the previous expectation (set by them) in mind. We finally received a response on 11/2 that the cabinets would be delivered and installed on 11/8. We were without a kitchen for two weeks at that point and it was now going to be nearly three weeks or more by the time the counter was going to be installed. We got them to deliver the cabinets on 11/7 and the only installed the base cabinets so that the counter person could come and measure. 11/8 the wall cabinets were half installed and there were problems with hinges, doors, handles were not installed, and there were problems with the panels (wrong size). For the next few weeks, we didn't get any answers. We made call after call. Nothing was being done. I eventually filed a claim with the BBB (Better Business Bureau). They contacted the company and then that is when it became an even bigger joke. The "General Manager" who claims to be on the Board I'd Directors for the company (I have the email) made more promises of timelines that were going to be met and that he was going to do an internal audit and find out where the breakdown in the company happened and then we basically never heard from him again. We called more and more and everything was eventually completed on 11/30/24. Just short of three whole months from when we purchased the cabinets to when they were completed. It was at least a month without a kitchen. We had to transfer embryos during this and I feel that the stress may have led to her not being able to hold the pregnancy.

*Update* I did speak with the GM who did provide additional feedback and advised they have updated policy, process and procedure to help ensure this would not happen again. He assured me that additional training was rolled out to the entire team. While the prices are a few hundred dollars less than others in that area, the customer service is horrible once you've paid. I emailed Matt multiple times and never got any replies, I always had to call him and follow up to find out when my install date was and for any other issues. My counters had pen/pencil marks on them along with a large circle. There was a lot of glue residue and glue finger prints left by the installers on the counter as well. I know they scraped as much as they could, but you could feel the residue after multiple soap cleanings. I tried to clean them using soap and water but they would not come off. Some of the marks that go right up to the wall would be partially covered by the backsplash, all of it would not. The other longer marks would not be covered at all and neither would the circle. I emailed asking if there were other products safe to use on quartz to get these out, no response. I had to call other quartz shops and fabricators to see if they could help. Some said since it's not their product they wouldn't feel comfortable telling me what I could and could not use since they didn't know what kind of quality it was. I Google'd tips and tricks, and talked to so many other companies to get info on how to get rid of these. I had to run around to multiple stores and it took a few days to get the marks out without any help from Factory Plaza. Installers were nice and did a decent job, they cleaned up but still left marks on my counters and cabinets, which I get can happen. Thankfully the dusty hand print marks on the cabinets were easier to get off. The only reason they're even getting 3 stars is because the counters were a nice design and Mari was the only one who was responsive. But since she's only the receptionist she had to pass my info to Matt and still nothing.

Factory plaza installed my counter tops. They have a good volume of different kids of counter tops and a very reasonable price. I chose Quatro and it look absolutely awesome in my new kitchen. The installation process went smoothly, professional and with great craftsmanship. I will definitely use them again on my next cabinets and counter tops installation. I highly recommend.

We worked with Factory Plaza during our house renovation. They help us complete a few projects by providing stone for our kitchen, mudroom, and fireplace. We are beyond pleased with the end results. They have competitive pricing and a great selection of stone in their warehouse. The staff was friendly and very helpful to work with. They offered good suggestions to help improve our project and made sure our design expectations were met. They were super professional with install and made sure everything fit perfectly (dealing with the quirks of our old house). I was super impressed with the installation of our large island and how they matched the waterfall edges.