East Coast Granite & Marble - Hobby Ct — Local services in Raleigh

Poor Service and No Accountability!

I would not recommend East Coast Granite & Marble. While their granite selection is good, the overall experience was frustrating and disappointing. Sales rep Melissa seemed helpful at first, but failed to follow through on important details. I clearly told her during the site visit that the countertop needed to be flush with the cabinets (as the existing one was) to accommodate a 36" fridge. She assured me it would be done correctly.

The installation crew was rude and unprofessional. The countertops were installed unevenly, with a gap that widened toward the wall and a front edge that wasn’t flush with the cabinets as promised — making it impossible to fit the new refrigerator.

When I raised the issue, I was told they can shave it down for another $300. I escalated the concern to her manager, Devon, and offered what I thought was a fair resolution (splitting the cost), but she refused. She said their installs are based on “existing furniture,” despite our clear instructions. She even said it costs them "$250 just to call their guys."

I had already selected granite for a second project but walked away after this experience. Poor communication, no accountability, and a "take it or leave it" attitude. Save yourself the headache and go elsewhere.

After the terrible experience with East Coast Granite, I ended up working with CARY GRANITE, at the recommendation of our tile professional, and the difference was night and day. They communicated clearly, followed through on every detail, and treated us with respect — everything East Coast Granite failed to do. I only wish I had gone with Cary Granite...

Initially, things were going well. Made selection, they came out to measure and make template. Install day came and the granite was not cut properly. Too short. That's fine mistakes happen. Have to wait 10 days for new cut. Not too happy about that seeing exisiting countertops had already been removed. 2nd try, they used another slab and the movement didn't match the existing cut. Now I'm really upset. I pick a new type of granite since they got it wrong twice. They are tried to discourage me because it will cost them money out of pocket. Not my fault. 3rd time was a charm. With that being said, after their error, their customer service went down hill quickly. My sales rep passed me over to someone else to work with because he said it was his day off. Never received a call to ask how the 3rd install went.

I am a very customer service oriented person. That is how you grow your business and reputation. With that being said, I cannot recommend East Coast Granite. Buying a new house and now am using another granite company. If people could just understand the importance of CS, their businesses would flourish. Work smarter not harder. Referrals are the best compliment to...

So I only got a quote from this company but they were more than double the next largest quote I received for exact same quartz/dimensions. Just wanted to put out a fair warning to get other quotes if you plan on going with this company. The other two quotes I got were within 10 percent of each other from reputable companies in the area, so it seems like this company is an extreme outlier.

Update: Original quote I received was $10.8K. I received a revised quote for $7.6K after I emailed that the original quote was more than double the other two quotes I received (which were both around $5K). As an FYI, the quartz was ceasarstone outdoor quartz, the size of the linear countertop was 30" x 168". They offered to price match as mentioned below, but the fact that a Company would send such overpriced quotes to begin with just rubs me the wrong way. I know I don't always get second quotes, but glad I did this...