I would have given 4 stars if there was no communication problem. We were to replace the kitchen countertop, the reasons we chose Golden's service are: 1) recommended by someone who did our kitchen cabinet job 2) the price of the material here was relatively cheaper in comparison with Home Depot's, 3) besides, their installation fee including demo was reasonable, 4) the work could be scheduled & done within a week upon our purchase, we were thrilled as we wanted to rent it out as soon as possible (keep in mind, we were only to do the countertop of the kitchen with a new undermount sink, not a big work; however, I seriously doubt if Home Depot would be able to schedule a work fast enough), 5) well, they speak Chinese, and I speak Chinese ;); had a very happy chat with the saleslady who also took time to show us around, 6) fair display of countertop material at the showroom, and I saw what I liked.
Well, we then wanted to cancel the service (if we had not pay in full in advance) because we kept waiting, and waiting, waiting for the installer to come for measurement the day prior to the installation, as the saleslady told us to be home as they would send someone to our home the day before the installation to measure the size, then they would pre-cut the countertop on installation day and bring it to the home for installation. I told the saleslady, please call me at least half an hour ahead because I and my husband have to drive to the new apartment. The saleslady promised me that the installer would call me "after work hour" (I guess when the installer was done the work of the day). I decided to go ahead to the apartment to wait. It passed 5 o'clock, no one called, no one showed up. I called Golden, unfortunately, they close at 5 and doesn't even take voice mails. My husband was very mad and upset as they should have called us if they could not make it, it's about the business courtesy and integrity. My husband was very regretful to have paid in full first. Next morning, the planned installation day, we called the office at 8 and the lady explained to us that maybe the installer was too busy or something came up, we were not happy with that answer, we asked if no one came to measure first, could the work still be done today, then the lady said she would call the installer and confirm the schedule to us right away.
The installer apologized for not showing up on the said measurement day as he said he was not told to do so. He said for kitchen countertop, the measurement day and the installation day is on the same day, no need to come prior to measure it, he always calls the customer in the morning of the installation day about when he will be arriving and makes sure someone will be home, it is always like that...He was not aware that we had been waiting. Ugh?! I told him, I did not know whose fault it was, but there must be something wrong with their procedure or communication. They need to give the customers the correct information.
Nevertheless, the installer did a decent job. He contacted us and scheduled 9:30 a.m., he carefully measured the size in the morning, went back to have the countertop cut in right size, came back in the afternoon to install it. The installer communicated with my husband in English when needed as my husband cannot speak Chinese. The kitchen was small, the work was done by 2:30 p.m.
Would we choose Golden again? Probably still will, for the price and the work done. If we do, we will definitely ask for the contact phone number of the installer or make sure to call in the office before 5 o'clock to confirm schedule. However, we might survey some others as well.
Well, we then wanted to cancel the service (if we had not pay in full in advance) because we kept waiting, and waiting, waiting for the installer to come for measurement the day prior to the installation, as the saleslady told us to be home as they would send someone to our home the day before the installation to measure the size, then they would pre-cut the countertop on installation day and bring it to the home for installation. I told the saleslady, please call me at least half an hour ahead because I and my husband have to drive to the new apartment. The saleslady promised me that the installer would call me "after work hour" (I guess when the installer was done the work of the day). I decided to go ahead to the apartment to wait. It passed 5 o'clock, no one called, no one showed up. I called Golden, unfortunately, they close at 5 and doesn't even take voice mails. My husband was very mad and upset as they should have called us if they could not make it, it's about the business courtesy and integrity. My husband was very regretful to have paid in full first. Next morning, the planned installation day, we called the office at 8 and the lady explained to us that maybe the installer was too busy or something came up, we were not happy with that answer, we asked if no one came to measure first, could the work still be done today, then the lady said she would call the installer and confirm the schedule to us right away.
The installer apologized for not showing up on the said measurement day as he said he was not told to do so. He said for kitchen countertop, the measurement day and the installation day is on the same day, no need to come prior to measure it, he always calls the customer in the morning of the installation day about when he will be arriving and makes sure someone will be home, it is always like that...He was not aware that we had been waiting. Ugh?! I told him, I did not know whose fault it was, but there must be something wrong with their procedure or communication. They need to give the customers the correct information.
Nevertheless, the installer did a decent job. He contacted us and scheduled 9:30 a.m., he carefully measured the size in the morning, went back to have the countertop cut in right size, came back in the afternoon to install it. The installer communicated with my husband in English when needed as my husband cannot speak Chinese. The kitchen was small, the work was done by 2:30 p.m.
Would we choose Golden again? Probably still will, for the price and the work done. If we do, we will definitely ask for the contact phone number of the installer or make sure to call in the office before 5 o'clock to confirm schedule. However, we might survey some others as well.
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