William Granite Inc., Tampa FL

On June 18,2019 William Sr.from William Granite came to our house to do all countertops measurement for the Ikea Kitchen we bought on May 31,2019 from Ikea in Tampa, FL and installed on June 12,2019. All communication with William Granite was initiated by us trying to set up a measurement appointment. Once all measurement were done and documented, William Sr.informed that it could take between 2-3 weeks at most to get material cut and installed. After a week passing by, I had to call William Granite on June 25,2019 to get an update on the status of our countertops. During the phone call, William Granite’s manager informed me that they did not have Symphony Gray (color chosen at the initial purchase) in stock but they did have Noble Gray in stock. Once they informed us about this, we decided on June 26,2019 to change the order to Noble Gray to expedite the installation process and informed all parties about the change, including William Granite management.
A week after submitting the change, July 3,2019, I had not received any call or updated from William Granite until I decide to call them and I was informed that they provided me with incorrect information and did not have Nobel Gray in stock neither and it will take 1 week to get the material. After a week passing by, on July 9,2019 I decide to call them again and they informed me that they did not have a specific ETA on when they were getting the material from their supplier. Another week later passed by and I called them again and William Granite manager informed me that the material will come in on Tuesday July 16,2019. After this, no one called me to provide an update on the material’s arrival. I called them on Wednesday July 17,2019 and I was informed that they had received the material but due to a huge backlog in orders, they will not be able to cut and install my countertops until the first week of August. I let them know that this was unacceptable and I had a family with kids living in the house with no kitchen or sinks due to their delay.
The manager told me upfront that it was not their problem if had to wait 4 more weeks for my countertops to be installed and that I was not the only one in the waiting list. Of course, after being informed about the estimated completion date I was not happy at all because it will be a total of 7 weeks when I was told it would take the most a total of 3 weeks and the position and attitude taken by William Granite’s manager was one of not caring for the waiting time I had to go through and I had to deal with it. I tried to explain him that that it was not the correct way to approach a customer and try to either hire more personnel or work over time to be able to deliver the product on a timely manner.
After going through all this I decided to talk to Ikea’s management (Scott) at the Tampa, FL Ikea store and let them know about the situation. Scott was real helpful and concerned about the situation. He informed me that he will raise this to hire ups in Ikea’s corporate. I hope this serves as a learning experience for all and try to provide the best to the customers after they spend big amounts of money in house remodels (kitchen) and have to deal with local businesses with the wrong attitude and poor customer service. I just want for my countertops to be installed on a timely manner before August 1,2019 due to personal and professional obligations outside the state where I will not be present after August 3,2019. This has cost me extra money, time and peace of mind with the family due to the lack of professionalism and responsibility.