GENROSE Stone and Tile | Middletown, CT — Local services in Middletown

The worst countertop experience I’ve ever had. I recently moved to the area so I had to find all new vendors. This one was recommended to me by a designer in the area. The showroom has a lot of granite and marble options but the quartz options are less vast. The showroom was also extremely disorganized and the pricing on the slabs was vague and often mislabeled which is really frustrating. It’s just a guessing game what the quotes are going to be after viewing the slabs. I was originally going to get a marble counter but then worried about the durability and wanted to explore quartz options. This was post template appointment and at that time i asked about a quartz I was immediately pulled from production but I was not informed that was happening. So by the time I figured out something was wrong and questioned why I hadn’t been contacted for an install date I was then put back into the 10 day production timeline. Negative stars for communication. When you are living in the house a delay of the kitchen installation for no reason for an additional 2 weeks will really get agitating.

Also, when I was reviewing the quotes and found a discrepancy in the pricing after we had agreed on that item and price they realized they made a mistake and then increased the price $450. Which was terrible customer service since it was their mistake. I argued with them for about 2 hours about that and then finally just gave up bc I just wanted to be done.

Next came the installation. The slab was cut to the wrong size by about an inch, I brought this up and was told it would be covered by the backsplash. They came back to template for the backsplash and didn’t even use a laser… so naturally when the backsplash pieces were delivered and installed they didn’t fit. They literally laid the slab down in my driveway and recut it. I took pictures and complained about this and they sent a guy out to Re-caulk it. As if that would fix the slabs being the wrong size. I called my designer friend to get her opinion and sent her pictures of it. She has used the company many times and she said they aren’t going to do anything else. They are a big company and won’t give you any money back or re-do it.

The countertop section of the renovation is usually the least dramatic and least stressful part of the entire renovation but this was a saga of stress and drama.

So now I have a $6000 quartz countertop that looks like it was done...

Counter: 9/10.. Customer Service: 1/10.. I’m giving it a 1 because the original sales rep that assisted (Leesa) was phenomenal, and due to my schedule changing, they accommodated the template & install date for me. Countertop for my kitchen is beautiful. Customer service passed the sales rep made me not go to them for my island and butler’s pantry. I requested the sink hole piece be brought along with the counter because I paid for it so I want it. The installers didn’t bring it, no problem, I’ll just call. Fabrication (I know her name, but I won’t say it) tells me it must be in the shop, they’ll call me back. Great! Installer then tells me it was cut for an under mount sink not a drop in so they’ll have to cut it on site. Okay, great, problem fixed! He wants to call fabrication though to let them know of the error (I’m assuming so they know they’ll be longer on site? Idk..) The installer gets that same person in fabrication I spoke to earlier, and has the call on speaker . He says “the countertop at X St-“ and she cuts him off and says “is this about the sink hole piece? She already called and she needs to calm down”. So I say “I’m very calm, thank you” to which she then realizes she’s on speaker and changes her tune. She calls back the installer once the piece is found, not me. THEN! As the sink is being installed, it’s a little rough going in the hole, I imagine because they had to cut it on site. The installer however feels the need to start cursing about the sink and where it’s made, using a slur about the people who made it (made in China). While I am overall pretty happy with the install (siliconing it was done quite messy), I decided not to go with GenRose for my two other counters, I will never go there again, nor recommend them. Beautiful...

The counter is beautiful and high quality. Unfortunately, the installation damaged our cabinets and customer service gaslit us.

The installers claim that the counters were already damaged. (They weren’t—we have photos.) The customer rep said they don’t repair counters (even though they damaged them in the first place). We sent before and after pictures of the cabinets and were told they weren’t their problem.

I can understand if something is broken, you fix it. You don’t deny it and gaslight someone. This displays a lack of integrity.

I called the customer rep my wife was emailing and left a voicemail. I called back and talked to a live person who said she’d tell the rep to call me. No call. Just an email continuing to deny and blame us.

What’s saddest is that the reviews on here show this to be a trend. And the common response is “thanks! We’ll do better next time!” We’ll, it appears you don’t…

If I had read these reviews, I would have told Home Depot to pick a different contractor. Thankfully, they’re making it right because Genrose has denied all responsibility.

This isn’t how you...