Stone Systems of Chicago

Installation schedule has been horrible. Today’s install was set between 11:00am-1:00pm. I received a call around 11:15am saying they probably wouldn’t make it until 2:00pm. I had to call at 2:15pm to see when they would be arriving and was told 3:00pm. It is currently 3:00pm and they are nowhere in sight. Thankfully, I work from home but was hoping to get out and get site work done at a couple of my projects. The poor scheduling by Stone Systems has basically cost me my day and did not allow me the opportunities I needed to do my work. This will not be forgotten.

We have been in the process of a kitchen remodel through Lowes and it has been a total disaster except for our granite install with Stone Systems of Chicago. QWR Inc has been doing the remodel through the PSI program at Lowes and we have been having nothing but problems. The final straw was when Jose came to install the countertops and one side of the kitchen was ½″ lower than the other side, which is unheard of; the lower cabinets were not leveled when they were installed. Jose stayed for 2 extra hours leveling our granite because he was afraid what could happen if QWR came back to raise the lower cabinets. I am happy to say that Jose returned today to complete the backsplash and everything looks beautiful; if only we could get Lowes contractors to take as much pride and go the extra mile like Stone Systems of Chicago did for us today.

The customer service experience I have had is amazing. I worked with Curtis and Jordan and John for installation. They were so responsive and timely. I know that if it is busy times of year turn around time can be longer but I received a quick measure date, and when I had to make a last minute change to a component of the measure they have worked with me and I could not be more thankful for the understanding I received. I would definitely use them again.

We purchased countertops through Home Depot and they use this company for instalation. The only reason I am giving them two stars and not one is because they came back AFTER we called to complain.
They left our countertops halfway done and left thinking we didn’t know any better. There was a gap in between the cabinet and countertop AND they didn’t not install/​cut the cut out for the sink correctly. Now I am afraid the put the wrong sealer on the sink because it is still smearing off 4 days later.
I would tell anyone using this company to beware.

I’m giving stone systems 1 star just because in the end the counters look amazing.
That being said, do not order your countertops from stone systems.
We ordered, and paid in full, the counters when we ordered our cabinets from Hobo. The associate at Hobo informed us that after we install the cabinets, call stone systems to begin the countertop measure and install process which should take no longer then 7 – 10 days. So over Memorial Day weekend my gf and I, yes, just the 2 of us, gutted the kitchen, fixed the drywall, replaced tile and put in the cabinets over the 3 day weekend so we wouldn’t have to take any time off of work. 3 days, 2 people, 1 total kitchen flip (minus counters)
Enter stone systems, I called the next morning (Tuesday, May 26^th) to schedule a field measure. I called, hit the option for install and measure, it rings twice and went to voicemail. I hang up, repeat the process, and again get the voicemail, which I leave with my name, number and request for a field measure. I wait all day for a phone call and get nothing so I call back wed the 27^th and this time hit the option for operator. An office worker, Jade, picks up, I inform her of the request for a field measure and instead of scheduling right then she said the installer will call me in 24 – 48 hours to set up a date. He called a day later and we schedule for that Friday the 29^th. The installed showed up promptly that morning, did a very professional job with lasers and all the right equipment, and when all was said and done and after I signed off on the measurements I asked him if I go and pick out our slab of granite now, which Hobo said we do. He looked at me as if I had 2 heads and told me, ‘well, if you want to. Call this number’. I call the number and get Jade again who proceeds to tell me that we just get to see whichever slab of granite they pull for us and that it really didn’t matter because the finish we picked was 90% consistent. The weekend goes by and we get a call from Hobo for a price adjustment (we added a backsplash) so I go to Hobo to pay for the additional cost and tell her that we didn’t get to pick out or slab, she tells me no, you DO pick out your slab, she calls stone systems and after some back and forth we finally come up with a date to pick the slab (only from 9 – 2 M thru F btw). We schedule for Friday June 5^th. We pick the slab and, Jade again, tells us 7 – 10 days till install.
7 – 10 days comes and goes and we don’t get a phone call. So I call again on Wed, June 17^th, this is 23 days without a counter or kitchen sink by the way, Jade again answers, looks up our order and says oh yes, your counter is out of production and that we can schedule an install date, but there is 3 callers ahead of me and I’ll call you back. Of course I don’t get a call back, so again, I have to call back the next day, the 18^th. This time Sarah answers and I tell her that I was informed our granite was done getting cut and I need to schedule an install, she looks up our order and tells me that no, it’s not done and it will still be another 2 – 3 WEEKS, probably the second week of July! I, with all the restraint I could muster, tell her that no, that is not an option, we need our countertops, she apologizes, says she’ll look into it, and call us in the morning the next day. Who reading this thinks I got that phone call?
I call Hobo the next day and our kitchen designer tells us to write Hobo and email explaining what is happening, and she’ll attach her managers and field reps to the email to expedite the process. 25 days with no counter or sink now for those who are counting.
So Friday, the 19^th my gf, not me who is doing all the calling, gets a voicemail from one of the installers, Ed. My gf calls me to tell me to call Ed. I call stone systems, Jade answers, transfers me to Ed at which point Ed never picks up, I’m on hold for 16 minutes, this is not an exaggeration, 16 minutes, I took a screen shot of the phone call! Anyway I call back from my work phone while still on hold on my personal phone, I get Phil this time who says he’s Eds supervisor. I tell Phil the situation and he say we can get the granite installed by the second week of July because they’re backed up with the holiday and blah blah blah. I told home absolutely not, I want the next available day or to cancel the order completely. Than miraculously he picks Friday the 26^th as an opening. That is 4 weeks on a process than we were told will take no longer than 10 days, and that was with me constantly calling because we never got a phone call from stone systems except for Ed, who never picked up anyway
Install day, between 10 and noon they’ll be there. 11:30 we get the call, we’ll be there at 1:30, ugh. I have to work, leaving my gf to supervise. From what she says the installers were extremely nice and knew what they were doing… except for the piece of backsplash that they forgot to bring. Monday, June 29^th, 33 days, we finally get our complete countertop

We used this group last summer to install our kitchen countertops, which were standard silestone. We worked with them from approximately July– Oct 2014 and experienced very similar problems as the people who gave them bad Unilocal reviews below. I am writing this to help anyone who may use this company, to make sure they can audit the work.
First, measuring the countertops– the people who came did not have any precision laser measure tools. They used measuring tapes. I was the only person there with them, not my builder or designer. They asked me to sign off, and I signed with a note that I was present, and I also wrote beside my signature that I was not vouching accuracy as this is not my field or job.
This turned out to be important, because ultimately they showed up with a counter missing the overhang. Then they tried to blame me, saying my signature vouched for accuracy. Luckily I had a copy of my paperwork plus a copy of the design drawing provided to them showing the overhang. So– if they ask you to sign, qualify with a note beside your signature that you were present but not vouching accuracy as that is their job. Hold onto your paperwork. Make sure you and they have an accurate drawing or picture of what it should look like. The design document/​drawing and specs should prevail over all else, if there is a disagreement.
Second, as I said above– they took forever to deliver after measuring, with no explanation. Then when they finally scheduled, they did not show up and when I called, they said their machine was broken on one of these occasions. And then they did not promptly reschedule. And ultimately they came out again after several weeks, and without any notice. In this area, my advice is to be very proactive with your supplier, whoever you use that subcontracts to this group– make very sure they can deliver within your building timeframe or within your worst case scenario– get it in writing if possible– and if there are any doubts, consider using another group as a build project has dependencies and contractors will generally plan their schedules around a two week or three weeks at most supplier time frame which is standard.
Third, we were given countertops that were way too thin. Ours were supposed to be 3 cm, but they ended up being 2 cm and in some sections, they were even thinner. When your counter is thinner than 3 cm, this is dangerous. We noticed this and raised our concerns. Our main supplier Prosource, told us we paid for 3 cm and that they don’t make them thinner. Finally our builder visited Prosource and told them look, it’s thinner. Prosource then took it up with Stone Systems. Unfortunately this all occurred AFTER our glass tile backsplash was put in.
We were told once again that Stone Systems of Chicago tried to blame us for not pointing out the too thin counters right away (which actually, we did), despite that they had paperwork with the proper specifications on it and they still cut it too thin.
After at least a month or more of dispute, it was agreed that the proper countertop would be put in. Unfortunately, all of the kitchen backsplash had to be removed, reordered, and reinstalled. This is my third area to give advice– measure the thickness of your countertops when they arrive. It sounds ridiculous, but just do it. Ours were all completely wrong. If they are not 3 cm or whatever thickness you ordered, do not let them be installed!
Last but not least, paperwork. Make sure you get very explicit paperwork delineating everything you ordered, amounts, thickness, a design drawing — as much detail as possible.
Just an end note– we are redoing our bathrooms now, and we are using a different group through Prosource. Their measurer, who has been with this group 20+ years, came in with a very high tech precision laser measuring tool. He wrote copious notes about the counter. He questioned me as far as rounding out the counter in the area of the sink versus a more square cut. He told me that I did not have to worry about signing for measurement accuracy as that is their job, but said I could certainly write that though, if i felt better doing it. After seeing this other company do such a professional job, I realize why I had trouble with Stone Systems. For anyone using them, please take the precautions that I have stated within this review. You will need to really do whatever diligence you are relying on them to provide if you want to be sure the job is done correctly, at least based on our experience.
I gave two stars instead of one because ultimately this company did come out with their supervisor and delivered the correct countertops after so many months (the whole process if done correctly should have been no longer than 2 weeks), and between them and Prosource, we were not charged money for their errors nor forced to accept some kind of substandard workaround. I have heard much worse horror stories so we got off lucky just with time, headaches, and a torn up kitchen.

My husband and I purchased Quartz countertops through Home Depot when we re-​finished our kitchen and were told that we had to go through Stone Systems for the installation since they’re contracted by Home Depot. I was nervous to work with them since they received several bad Unilocal reviews, but thankfully we had nothing but a positive experience with them.
Everyone from Stone Systems that I spoke with over the phone was very friendly, helpful, and clear on their timeline and what was needed for them to give an accurate measurement (all appliances had to be onsite). They called to follow up and get a status update from us a few times to find out when they could come out and measure — I was impressed they took the initiative, and when I explained that some of our other kitchen work was delayed (the joys of renovations), they said that was no problem and to give them a call when we were ready.
We were told the counters wouldn’t be in for 3 weeks after the measurements were taken, but they were actually ready within 2 weeks even though it was right around the holidays. Their measurements were perfect, the counters look great, and the guys who installed the counters were very nice as well.
We get nothing but compliments on our counters, and I’d have no problem recommending them. I did mention the bad reviews I read about them to Home Depot, and it sounds like they may have been understaffed when Home Depot initially started contracting with them, but now that they do more work with them, they seem more organized and properly staffed. Not sure if that’s the case, but we had no issues whatsoever!

I would not recommend Stone Systems to my worst enemy. We bought countertops through HOBO, who contracted out Stone System. The two counters we were debating did not have samples (after requesting for over a week, Stone Systems still did not drop off samples). We were told we would have to drive two hours to Illinois to look at samples. A pretty big inconvenience, but not the end of the world. When I called Stone Systems they only had viewings from 9 – 12. Well like most people, I have a job. I already took off one day for them to measure, and one day for them to instal. I did not want to waste yet another vacation driving to Illinois so they kindly offered to send high quality pictures of my two choices. This was great! This company is the best! Or so I thought. After 7 days, yes SEVEN, I still did not have my pictures. I have called, emailed, worked with every customer service rep and the GM and still no pictures. We were told our counters would be installed 10 days after the measure. Well it has already been 7 days and I still haven’t even picked out the color I want. Please, please please– do not use stone system. Even if they are cheaper, it is not worth the added stress. Learn from my mistake.

Stone system of Chicago goes above and beyond the call very good products very good installers very good teamwork highly recommended can’t find any better

We had three countertops installed through home depot. Their measurements were spot on, and they did a good job installing the undermount sinks. I recall home depot said they didn’t sell a particular quartz color we wanted, but a phone call to stone systems revealed they did have some left in stock for the small size we needed. Http://​duplex​down​.blogspot​.com.

Horrible customer service. Ordered granite countertops for a duplex (which will be rented out IF the countertops ever get installed). Ordered the countertops from Hobo in Milwaukee, which uses Stone Systems for its granite, on ⁷⁄₂₂. The store told us 2 – 3 weeks for install. Thought we would hear from Stone Systems right away to schedule the measure but instead I had to bug my husband to call them. After multiple calls and messages left, they came to measure on 8÷4÷14 (almost 2 weeks later). Then we wait 2 – 3 weeks but we never contacted for installation. After bugging my husband more, he called again day after day and left multiple messages. Don’t even bother with Sarah, she never answers her phone or returns any messages.
Finally someone gets back to my husband the last week of August and says they will install the countertops on September 2. On late afternoon on Friday August 30 someone leaves a message that a machine is broken so the countertop installation will be delayed. Of course they left the message late in the day Friday and then we could not get ahold of anyone there. Tried calling ⁹⁄₂ and ⁹⁄₃ (Tues & Weds after Labor Day), and no one returns calls or messages. Called Hobo and explained the situation, then we finally hear from Stone Systems on ⁹⁄₄. They plan to install now on 9÷8− this is 5 weeks after measure, 7 weeks after placing our order.
Meanwhile we are losing out on rent– we had multiple interested tenants for September 1 but had to delay signing a lease due to the countertops. Now we will possibly find tenants for October 1, that is if they even install next week, but we are out $ 1000 in rent for September.
Oh and Stone Systems won’t offer any discount, they said we need to understand that the machines broke. Any business that thinks its just fine to screw over their customers has no business being in business. At least if it had been in our own home, I would have been able to deal with it. But now Stone Systems is affecting OUR business. Worst experience ever.

I ordered a counter top from Home Depot who out sources to Stone Systems. I waited three weeks for installation (they told me the quartz was in stock). I never could get confirmation of delivery so I cancelled the order.
The vendor I chose said I was his 4^th customer this month placing an order due to poor service from Home Depot’s vendor.
Think twice before you place an order.

I’m not sure how this place is still in business. We ordered our new kitchen cabinets and countertops through Home Depot. No problems whatsoever with delivery and customer service with the Home Depot cabinets. Then these fools come into the picture. I guess Home Depot contracts with this Chicago Stone Systems for their countertop sales. First it was a hassle to get them to come out to measure in the first place– my husband had to call the guy multiple times to come out. Terrible customer service all around. Guy finally comes to measure ⁶⁄₄. Tells us 2 weeks to install, which is also what Home Depot promised us. On ⁶⁄₁₃ I receive an email from Home Depot (stone systems doesn’t even have the decency to call us) asking if we changed our mind on the thickness of the countertops because stone systems had something different than what was on our purchase order– 10 days before someone notices this error! Two weeks go by since time of measure and we don’t hear anything from stone systems, so we have to call them, and the person on the phone (by the way we never through this 7 week nightmare spoke with the same person!) says someone will call us tomorrow. Of course no one calls us, we again have to call them. ⁶⁄₂₆ we are finally told our countertops are ready but they can’t come install until ⁷⁄₇! Over 4 weeks from measurement. The installers show on the 7^th (8 hours late by the way) and the countertops don’t even fit! Apparently they were cut wrong. I took a day off work for this! So clearly at this point we are fed up. Make some calls to Home Depot who puts the pressure on the company to get the countertops recut and installed ASAP. We are told Stone Systems will be here ⁷⁄₁₂ for try number two at install. And guess what? They show up WITHOUT OUR COUNTERTOPS. Seriously?! Apparently the last guy indicated he left 2 pieces at our house?! What? Total joke. Home Depot gave us our money back and we are finding someone else. Don’t waste your time with these guys. Terrible customer service and idiots too.

I can’t help but think this place is a total joke. I ordered granite countertops through Home Depot and they contract through Stone Systems. My order was placed on 3/​17, and it took about 3 weeks before someone came out to measure, which should have been my first indication this was not a company with whom I wanted to do business. Just over one month ago they finally came to install my counter top, and lo and behold, it’s the wrong granite.
They were supposed to come between 8−10am, and call 30 minutes ahead. They called at 7:15 and arrived at 7:30, so I was just getting out of the shower and rushing to get clothes on so I could let them in and log on to work at home for an 8am conference call. In my frazzled rush, I neglected to check the granite. By the time I got off my 8am call, my old counter and sink were long gone, and the wrong granite partially installed. Obviously, I was concerned, but I understand mistakes happen, and I even felt bad for the company since they would end up eating the cost. The workmen told me Home Depot has a wrong or old sample of crema pearl. Or perhaps they changed from one granite to another, called it the same name, and never told Home Depot. I’m not really interested in whose fault it is; I just want it fixed. Deal with the cause internally and let’s move forward getting this corrected.
I called Home Depot and they worked with Stone Systems to find and acquire the correct granite, which took about 2 weeks. Luckily they sent someone to install a temp sink so I’ve had something to use for the past month. I also asked Stone Systems to re-​measure since this counter was not as deep as the previous one. They told me they always match the old one but would send someone out. A few days later I hadn’t heard from anyone to schedule that and called in. I left a very polite but firm message asking that they please call me, saying that I needed a call first thing the next morning, adding that it was critical. Of course, no one returned my call, so I called again and explained I hadn’t heard from anyone. «Oh, you haven’t? Let me call someone now.» Thanks to my ability to chase down my services, the guy came out the next day. He tells me he measures a standard overhang rather than match the existing counter. So, no surprise, service was wrong. And that should be explained in advance, right?
Over a week passes, and I start to lose hope because (as I told the service rep at Stone Systems 2 weeks prior) this was the last week I could work from home for 2 – 3 months. By some miracle, I get a call yesterday afternoon asking if I am available for an install today, with the workers arriving between 10 – 12. Yes! Yes, I have a ton to do but would love to have this off my plate. I’d love to have my kitchen and a decent sink again! But… here we are. It’s 1:00. I’ve wasted half my day waiting and I have no counter. They, of course, have no one available in the store on weekends.
I have been so nice about this. I have tried hard to be reasonable and patient these things happen & there’s no sense getting worked up over it. But at this point I am furious! I am fed up and no one at Stone Systems gives a rat’s ass. They had the opportunity to let their service shine and resolve this with professionalism, but they have opted to act as though I’m lucky they’ll do anything to rectify this. Whatever you do, don’t use this company. It’s one disaster after another and they couldn’t care less about you or your experience with them.
Edit ⁶⁄₂₀
I want my original review to remain the first thing you see here, so I’m editing.
They called to reschedule first thing Monday morning. Just kidding! It was Tuesday. There was no apology. After expressing just how unhappy I was and how frustrated, I got excuses about how their granite provider gave different samples to Home Depots all over Chicagoland. Then I got excuses about how there was an error and no installations happened that day. So no one told the installers they had jobs and the installers never questioned it. Seems logical! So, 6 weeks after the original installation, the project was finally complete. Oh, and to ensure you didn’t miss it, after all the trouble they put me through: NO APOLOGY.