MSI Chicago — Attraction in Elk Grove Township

My experience with MSI has not been a good one. I'd probably be preferring to take my business elsewhere but no one else has the quantity and variety of stone in the area.

Several weeks ago, I visited MSI on a Saturday morning. I had my children and husband with me. Note to future customers: children aren't allowed in the warehouse area. They do have a nice play area set up with table/chairs/tv/crayons but you and your spouse will be "trading places" looking at stones & watching the kids. Saturday at MSI was a madhouse, which I understand. The folks behind the desk were flustered, terse, and all around not very friendly. They seemed frustrated at dealing with so many people who were there for the first time and didn't know the process. We knew what kind of stone we wanted and so got a "beeper" to wait for our stone to be pulled for selection, but after waiting nearly 1 hour we gave up and left.

I called back about a week and a half later, to check on current inventory and plan a new day to come for slab selection. I spoke with a gentleman on the phone and I requested an appointment time where the slabs were already pulled and waiting for me. He said he understood and we made an appointment for noon the following day, and he informed me that there were 3 slabs of both of my types of stone available to pick from. I arranged to miss a day of work so that I could attend this appointment, hoping that it would be a quick and efficient way to select my stone outside of the hustle and bustle of Saturdays at MSI.

So I show up at MSI at noon on my appointment day, and I get blank stares from everyone behind the desk. They claim they don't do appointments at all (then what did the gentleman set up for me?). They want to know who my appointment is with, what is the person’s name? I don’t know, the gentleman on the phone didn’t give me one. They had completely different quantities of the slabs available than the gentleman gave me over the phone less than 24 hours earlier. And when I said that I had taken off of work to come to this appointment and I wanted to do my slab selection now, I was informed it would take 45 minutes for EACH SLAB to be pulled for me to view. After waiting for one, it had a giant scratch down the middle that they said wouldn't be able to come out... a complete waste of my time.

How does MSI not have an agreed upon policy of whether you honor appointments or not? Why are the people answering the phone setting up completely bogus appointments and working with completely inaccurate details on slabs available for customers? Why does MSI not have notes on each slab so that customers don’t wait 45 minutes for a slab that’s already visibly damaged to be shown to me? Not impressed. The customer experience was absolutely disappointing and I won't be recommending anyone I know to come here. Unfortunately, I think MSI is successful because of their quantity of stone and the fact that the showroom/warehouse is open for part of the day on Saturdays when others aren't. The customer service leaves a lot to be desired and I'm left with a very unfavorable opinion of...

My contractor sent me to MSI to see the entire Quartz slab of the color and pattern I selected at the fabricator’s store. At the fabricator I selected a pattern based on a sample about 12” x 24” (I’m guessing). At MSI I was greeted upon walking in and was asked to sign in on a computer since this was my first visit. I was then directed to the Quartz room to view larger samples. I spent about 15 min. viewing the samples and selecting 2 patterns before moving to the next room for customer service to request looking at the full slabs in the warehouse. The customer service rep told me that they didn’t show customers Quartz slabs because being man made, they were all the same. I explained that both my contractor and the Fabricator wanted me to see the entire slab before purchasing. The rep called someone who told her that I could look at the full slabs. The customer service rep gave me a hard hat and took me to view one pattern which looked good on a small sample but which looked much different (and not to my liking) on a bigger scale. We next went to look at the pattern that I selected (which had looked a little busy on the larger sample at MSI, but looked very good on the slab. I could see that a counter size of this pattern did not look busy at all. It is important to view the whole slab before finalizing your choice, even if you are installing man-made quartz. I was surprised to see they had several 18 gauge stainless steel sinks on display as well. They also have a tile room where I was able to get an idea of what kind of backsplash tile would look good with the counter. At home I was able to use the Visualizer on the MSI website to see what the counter and backsplash would look...

My husband and I are from "Sheboygan, WI." It was recommended that we were to visit MSI for a larger collection in granite.

We drove to Chicago to find a slab that we fell in love with. We saw the slab in person and were assured the slab was our after we signed papers. My husband and I went through Halquist and were informed our slab was delivered. Unfortunately the slab which was delivered was not the slab we chose and signed for. The slab they had delivered was hideous! Hope they have to pay out the shipping/ handling fees!

As a potential customer, I am EXTREMELY disappointed with this company. We were assured no one else could take the slab after we chose it. One week later, our slab was sold to another interested buyer after it was confirmed as "ours."

I would not recommend shopping for your granite here. You fall in love with a slab and then it gets taken out from under you. What a tease!

High unsatisfactory rating and we'll never be visiting again. Thanks for a...