Factory Plaza, Inc — Attraction in Addison Township

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...

We just finished our kitchen granite countertop installation 3 weeks ago. We decided to go with Factory Plaza after we shopped around. The thing that wins it because this is a one stop place; they are the supplier and fabricator. You don't have to deal with 2 separate entities. You go there, they have a price list per Sq Ft for all kinds of granite and quartz, just like you're reading a menu. You can walk to the back to see what the actual stone looks like. I recommend you figure out the total Sq Ft you'll need, the lady at the front can give you fast and super close estimate, without any hidden or extra charges later on. All you'll be paying (including stone, standard edge, cut out fees for stove and sink, and installation) is Total Sq Ft x $ per Sq Ft, that's it. I love this straight forward calculation, you won't be surprised in the end because you'll already know how much you'll be paying eventually. Other places gave us a sneaky quote; they sent a guy to come measure to our house (no charge) and the guy said we have to pay $600 more because they have to buy 1,5 slabs, although initially they calculated it base on Sq Ft only. Plaza Factory has so much stone in stock, they don't care if you'll need 1.5 slabs, they charge by the Sq Ft, honest, and customers are happy. The guy who came to our house to measure was so pleasant and super knowledgeable in what he's doing. He made a mock up from paper to ensure all your not quite square corners will look square. They charge $100 for the guy to come and measure, but the $100 was taken off when we paid them after the job was done. The installers were awesome guys too, they're perfectionists. The only thing that turned me down was the forklift driver who works on a Saturday when we came to choose our slabs. He was having a super bad attitude and rude to my husband. The front desk lady knew this too and so apologetic. Forklift driver purposely made me wait 30 mins, he slammed on the gas pedal and started making loud noise of the truck like a crazy person. I honestly think he was going to run me over for no reasons. I hope you fire your forklift driver, if he doesn't want to work on Saturdays, let him go. It's not worth keeping someone who will endanger your customer inside a warehouse with tons of heavy slabs. His demeanor was very concerning, more like a time bomb. You never know, he might run your customer over, just because he doesn't feel like working on that day. Fire him to keep yourself from law suits in the future. He's the reason I'm knocking off one star from my review. Other than him, the whole staff do an...

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...