I had shopped around and Upstate Granite was by far the best option and did a WONDERFUL job, right from the start. Poor Tammy had to deal with me changing my mind countless times and she was always very patient. Install went just as well, Carlos and David were terrific, they were polite, clean, knowledgeable and respectful. I love my new countertops. THANK YOU!!!!

If I could give this company zero stars I would. Their customer service is atrocious. My husband and I visited Upstate Granite and Marble to talk to someone about installing granite counters in our kitchen. We met with Tammy, who was a little abrasive. We picked out a slab we really liked and decided to moved forward with the process. We scheduled time for someone to come out and measure and a time to return to the warehouse to sign off on the way the slab would be cut. Tammy told us that we HAD to schedule time before 3pm to sign off on the slab layout, so my husband and took time off of work to go to the warehouse and view the slab. When we got there, they had already taped off how they were going to cut the slab. There was a dark spot on the slap where our small counter would be cut and myself and my husband didnt like the dark spot so we asked that they move that section to a different part of the slab. The person we worked with moved the tape and then took a picture of the new layout to add to our file. Finally install day came. I was so excited! When the guys were done installing they RUSHED me through how to clean the granite and and left. After they left I noticed a small chip in the counter which I knew could be easier repaired. I also noticed that the small counter had the dark spot, that we didnt like, in it. They cut the wrong part of the slab for the smaller counter. What was the point of having us come in and approve the layout of the slab? I also noticed that the overhang on the counter where our sink is, is 1.5 inches and the overhang on the smaller counter is only 3/4 of an inch. I called Upstate to talk to someone about the chip, wrong piece of slap and the overhang issue and was told I needed to send pictures via email and someone would reach out to me to schedule time to fix the chip. I sent the email and didnt receive a response. After a week I replied to my original email asking someone confirm they received my email and still no response. It wasnt until I sent ANOTHER follow up email asking for someone to call me ASAP a week later that I got a response saying someone was going to call me the next day after 9:30. No one called me! I sent another email a couple days later and ask someone call me ASAP and got a response that they had an electrical fire the week before and someone would call me the next day...STILL NO CALL!! I called today and the receptionist (who has been extremely nice) told me that everyone was in a meeting and that someone would call me back. Its been 4 weeks since my counters were installed and I have not heard back from anyone at the company regarding my concerns. VERY POOR customer service. I will make sure to let everyone I know not to use this company EVER.

Upstate Granite jerked me around for more than a month, telling me that they would replace my tired blue stone hearth with granite and replace the front of the chimney, but in the end neither they nor the worthless contractor they recommended ever actually lifted a finger. The job, they eventually told me was just too small for a company as important as this one . We were simply beneath their notice. If the job is too small,they could have simply told me, but instead they delayed and delayed. Stay away from these jokers!

Tammy is the best! Thank you Upstate Granite and Marble. It is always a pleasure working with you guys. Keep up the good work.

If I could give this establishment a rating below zero I would. I cannot comment on their workmanship as the job was never started due 3 cancellations without notice from them I cancelled the job. We called to inquire an arrival time the day before only to be told we were not on the schedule. The first time Tammy put me on hold for 15 minutes and then Michael was put on the phone to do damage control and take the blame.He told me he had made a mistake and ensured us that we were on the schedule for the following week. The following week came and the same thing happened only this time there was no excuse or explanation. We were on hold for 40 minutes in which time we drove to Upstate and told the receptionist we wanted our money back. We stood at the counter for 20 minutes while they issued a check delivered to us by the very kind receptionist. Obviously someone in management was present as they had to issue and sign the check. They did not even have the courtesy to come out to the counter. We previously dropped off the sink we ordered and someone (probably the owner) brought it out and set it on the counter without uttering a word - no explanation - no apology. They had my money and my sink for 4 months. They didnt care. It is clear they dont need or want your business. They had plenty of opportunities to make this right. I am just glad I did not let them in my house to install the counter tops if this is how they run their business. I would never go there nor could I in good conscience recommend Upstate to anyone. Horrible experience, horrible customer service, horrible management and planning, very personable receptionist.In response to your response to original review.No no no!!! You do not get to twist around what I was complaining about, I did give you check in good faith based upon my daughters experience with you a few years ago. Tammy did tell me upfront that they were booking in August. I was totally understanding of that and agreeable considering that the pandemic caused so many delays.My issues were that I was never notified of any changes to the schedule. The way I found out was each time calling to get the arrival time only to be told the first by Micheal that he had made a mistake on the schedule. I sucked it up and agreed to the next week. The next time I was told the stone was not polished, the next time I was told the stone was not cut. Your receptionist was was left to deliver the bad news each time. My issue was not with the receptionist or even the long hold times. My issue was how this was handled. As a paying customer am I not entitled notification of any changes???? I had a vacation planned Common courtesy would be to alert me. Besides the first mishap when Tammy handed the phone over to Michael not once did anyone Tammy, Micheal or anyone else offer an explanation or apology It was like we dont care. We dont need your business. Even when we were at the counter waiting or our check and waiting for our sink you sent your receptionist out. I I was willing to wait it out because I really wanted the countetops but your conduct, your rudeness and your inability to communicate made it clear you did not need my business. I have learned my lesson.

My husband and I purchased granite countertops for a new build. Tammy was excellent! She allowed us to bring paint, backsplash, and floor samples into the warehouse to ensure a perfect match! She was so helpful! She also coordinated the counter installation with the cabinet installation. I would not hesitate to use UPSTATE! In fact, my neighbors all used Upstate and had positive experiences! THANK YOU, Tammy!

My wife and I are very displeased about the most recent experience we had with Upstate Granite and Marble. Let me start by saying, we had our kitchen counters done by Upstate in early 2018 and we had a great experience. Fast forward to June 2021, my wife and I stopped in on the 30th and worked with a gentleman who was very nice (Mike I believe) to pick out a vanity countertop as we were remodeling a bathroom. We provided the dimensions and picked out two remnant pieces to receive quotes on. He stated that the person who does the quotes (Tammy) was on vacation through Monday but we would receive the quote within 24-48 hours. I called a week later, 7/7, and spoke with someone at the front desk wondering about our quote. They did some running around but could not locate our quote sheet that was filled out when we were there and said they would keep looking and give us a call back. We did not receive a call so we called back on 7/13 and went through the same song and dance but after 20 minutes on the phone they said to email the dimensions to them and they would provide a quote. On 7/16 I emailed them with the information and Tammy responded the same day with more questions, which I also answered on the same day. Tammy stated in the last email on 7/16 that she would provide the quote via email on Monday morning (7/19). Again, we did not hear anything so we called on 7/21 and the person at the front desk stated that Tammy would call us that same day (at this point we are only looking for a simple quote…). She never called. My wife called on 7/22 and was finally able to talk to Tammy who provided a rough estimate of what the project would cost and stated we could stop by to look at new remnants (since the ones we looked on 6/30 were now surely gone). That same day, I took the afternoon off work so we could pick out a new slab. We arrived to find a note on the door stating, due to low staffing (understandable) that an appointment would now be needed to look at the slabs, which was not told to us over the phone. I explained to Tammy who we were and she let us go back to look at slabs. Unfortunately, she had another couple there at the time and we ended up standing around, feeling very ignored, with Tammy and Mike glancing at us every so often but continued to ignore us for a good 30 minutes. When we did get to talk with her, she seemed annoyed and very short with us. She stated after we looked around for a bit, that a full slab of a pattern we liked was being cut next week if we were interested in the remnants from that slab. We said yes that would be great and she said she would call us next week to make sure all of our dimensions fit once that slab was cut for another project. We started this process on 6/30, that most recent conversation took place on 7/22 and I am writing this review on 8/24. We have not received that call yet. We have since decided to go with another local business as they were able to talk with us, let us pick out a remnant and schedule all the templating, installing, etc. all within our first trip. I understand that staffing is tough right now but the communication and follow up was sub-par at best. To be honest, we felt that because our project was not a big ticket item, that factored heavily on how we were treated.

The quality of the countertops are unmatched. I first went to home depot and it was way too expensive and it was just FILLED with seams. I dont know about you but i only want the best in my home and upstate is definitely the BEST. The owner was able to template fast and help me pick out the perfect color in no time at all. Not only was the stone beautiful but the service was quick and responsive. I will definitely use them again in the future.

Where do I begin. I choose Upstate and granite because of the previous owner who though very direct seemed knowledgeable and paid attention to detail. I guess from my first initial meeting through installation things didnt go as smoothly as expected but we paid any additional fees that we were asked because we had already committed. Fast forward to the morning of installation we were told they needed to reschedule as the truck had broken down. I was very direct and made the admin assistant who remained professional and apologized aware of how frustrating this process has been. She was able to get them to come out that evening which is when the nightmare began. They installed the countertops and had to place risers due to previously installed backsplash. This was agreed and confirmed at initial consultation. The issue began when they placed the riser without securing the countertop or riser. The next issue was the under-mount sink which was supposed to be flush had an obvious protrusion and when questioned about stated it was fine. I am not sure why the numerous nonchalant responses, but they were very cavalier about the installation and left the counters as is. I and my husband was astounded and spoke with Brian about coming back and re-securing the riser and counters as I was afraid it would tip. Brian was very polite, and in-fact came back out at our request. Lets just say they came back out and placed silicone along the sides of the few risers they installed but again when asked stated that the counter wouldnt have moved and is secured by the walls it sits between. I asked again about the sink and was told its fine. My husband and I went back and measured and realized the counter was slightly slanted. We called again and politely Brian agreed to come out and fix it. Needless to say, I felt as though I had to babysit the experts . They came out to address the sink in the island but slightly lifted the counter dragging along the island which ruined my cabinet. Honestly, at this point I was over this and again baffled that this company who appeared to pride itself on customer service and expert would not see the poor work they did. It was hurried, not at all neat in addition other concerns. We decided to just let it be and personally rectify the issue. Currently we will have to caulk between counter and side wall as there are gaps, but my husband has asked not to contact them for the lack of quality work. I was very disappointed in the quality of work as I was promised something much different and paid a hefty fee. I am skeptical as to the number of installation this group of individuals have performed because they appeared a bit loss. I gave 3 stars because they didnt appear aggravated by the multiple times, I requested them to look at the work and always was pleasant. With this being said, I would have taken someone who is brash but took pride in their work instead of having to go through what we did and continue to.Edit: In regards to your response below, they did in-fact do what you suggested and completed it by grouting and not adding extra shimmies so I am not sure you are aware of what was and wasnt completed. You have not addressed the issue which is the failure to adequately adhere the counter to leveled cabinets,in-addition to not installing the sink correctly. That was the complaint and you have curtailed the issue. Unfortunately, you cant change peoples perception of what they encountered and after requiring 3 house visits, Im sure you would be hesitant and overly observant as well.Also, I did my research and as a result knew to call the perceived experts to correct the concerns. Its okay to own your mistakes, move on and not badger your customers.

I went for help on choosing a new counter top for my kitchen and bathroom. I honestly did not know much but the very knowledgeable owners were able to help with all my questions and concerns. Not only did the counter top turn out great but all my friends were asking where I got the counter tops. I cannot speak highly enough about the experienced owners, the beautiful counter tops that fit wonderfully, and the very pleasant and responsive receptionist Tammy.

The minute I walked in to Upstate, I felt comfortable and welcome. Since I had never ordered granite counters before, Tammy was so patient with me and helped with my decisions. The installers were courteous, worked well together and cleaned up all the mess when they were done.I would recommend Upstate Granite to anyone! Thanks again, to all who helped make this a very easy remodel!Fran Valone

Never being involved in a kitchen remodel. I had no idea what i was getting into. I never knew that counter tops were such a vital piece to the project. The team at Upstate Granite, led by Tammy did a fantastic job of setting my mind at ease and using their expertise to assist. Everyone down to the guys who installed the counter tops were courteous and knowledgeable. The quality of the counter tops was first class, as well. I would highly recommend Upstate Granite for any project you have.

Great job from start to finish from the showroom to the installers! Would highly recommend. It seemed more personal than the big places which was important to me.

Owner did not wear a mask. At the time of ordering he gave me 15% price hike comparing to the initial quote, and demanded to pay deposit in cash. Shortly after I found much better deal at Home Depot, but it took me 2 days to chase the owner to get my money back. Owner was extremely rude when I finally caught up with him. Owner used foul language and throwing money at me across the room as a conversation starter.Regarding owners response.Take a guess: why would I have any reason to be rude to his secretary if she has nothing to do with the unethical behavior of her boss?Thought number 2: I am not the only customer who experienced the rudeness of the owner.Thought number 3: with only 19 reviews in so many years of doing business, not too many people felt compelled to leave positive ones. His personal friends and relatives, on the other hand, might be inclined to do so.

Great from the get go! Great service and grest price and fast installation as i was in a hurry on this job.thank you.

Recently, I had granite countertops installed. Tammy was very accommodating with my unique situation. She offered very good advice that was not based on pricing. The installers were great. My overall experience with Upstate was 5 starred. I am very pleased and I highly recommend them.

Tammy at Upstate Granite was great and helped us pick out a beautiful quartzite slab for our counter top. We were very happy with the installation and love it! We saved a lot of money by buying direct from them. They referred us to Shield & Protect to seal the counter and he did a great job at a reasonable price.

I really loved Tammy and Arthur. After a bad kitchen remodel experience we needed to have countertops installed. They were able to install them quickly for a very reasonable price. More importantly they did everything they said they would do. I would recommend this company.

Working with Upstate Granite and Marble was a wonderful experience. Their professionalism is above the rest. Tammy was awesome to work with and found me the perfect piece for my countertop. The installation team were prompt, very neat and the finished product is beautiful. I am so happy I chose Upstate Granite and Marble!

Worst company, they are not honest, and not respectful

We went to Upstate to shop around for counters in our addition. We were so impressed with how knowledgable the staff (Tammy) is about the products and the time and care she took to explain the differences. She helped us pick the right slab and even helped us pick the right paint colors to complement the slab. She was amazing to deal and to this day patiently answers every question I come up with about our counters. AND they were over $1,000 less than a competitor! We have already recommended twice and will continue to do so. They are the best in the business!

I have to give the crew of Upstate Granite my thanks. Tammy was straightforward to work with.The measurement by Arthur was spot on. He actually pointed out several important details that a previous company did not pick up on. The installation crew was also highly skilled and knowledgeable (not just hired muscle).After getting several quotes in the Rochester area, I originally made the mistake of trying another shop (to try and save a little money) During the install from the other group, there were several errors in the measurement/cutting/installation. Instead of trying to just make it right, they tried to excuse their way out of the workmanship. I had to terminate the job.So, after seeing how Upstate handled the process, I got to experience what a Granite countertop install SHOULD be.... A day of excitement and joy!

Fantastic service, great owners, would definitely recommend

Great company to do business with. We built a new house and they phenomenal. Great service, product, and install. All professionals. Thank you.

I just wanted to say thank you for doing such a nice job.The service and quality we received from you could not have been better.Arthur, Tammy, Jay and Jess, THANK YOU.

In my opinion this place does not meet the standards that it takes to be in customer service. From my experience they were going to use left over pieces from someone elses kitchen to complete mine & acted as if they were doing me a favor. The time frame they stated one day was not the same the following day once they looked at the actual schedule, a larger retailer would get the job done in the same amount of time, well in my case actually sooner. The pricing they quoted me was the same as larger retailers who are letting me choose my slab and is my own not from someones left over kitchen and charging me the same price for it. The gentleman I spoke with was very rude when I gave push back on the dates. In my opinion I do not recommend this retailer for someone who doesnt want to be treated poorly for not agreeing with everything someone says.

As a retired Manufacturing Supervisor of a successful Operation, I know it is important to give feedback regarding a Company. I, honestly, cannot relate to any improvement opportunities for Upstate Granite and Marble. From the very beginning, Tammy, the lead person in the display area, was wonderful. Very knowledgeable, approachable, answered all my questions thoroughly. She was timely and helped me regarding choosing a granite slab that goes great with my kitchen cabinets. Arthur, the co owner, was very knowledgeable and dove right into helping his professional staff. He gave me ideas on the installation of my backsplash. I had a seam, due to the size of my countertop....you have to look extremely hard to see it. They did an amazing job. Jay, the other owner, did a fabulous job in laying out my granite so it compliments the kitchen. All the features of the granite are in the right places, leading to an impressionable kitchen counter layout. He, also, was extremely knowledgeable, friendly, and did not mind my questions, answering them and even expanding on the history of my granite slab. Heather, in the office area, was another plus to their business. Always friendly on the phone and in person, but also, knowledgeable. What, also, impressed me is the timeliness and courtesy of every person I came in touch with. They called me to let me know what time they would be here AND gave me a heads up they were on there way....which rarely happens in todays business days. I would recommend them highly, and give them a 6 if it was on the scale!! Anyone looking for granite, marble, or any stone, please visit them in your search. I would find it hard to believe you wouldnt have the same experience I did. They know their stuff and treat you as a customer should be treated! I taught Customer Service....they have it and DEMONSTRATE it!!! Hats off to Sam, the plumber who installed our sink through Upstate. An absolute professional, with a friendly disposition. An additional shout out to Shield and Protects, Eddie, who did a great job in sealing our new Granite countertop with a long term sealant (no more sealing once a year). I sound like an advertisement, however, trust me, I deserve in giving credit where credit is due! Just very happy I crossed paths with Upstate Granite when looking for my countertop and new sink. I sincerely hope this review helps you.

If you have never had countertops cut and installed before I suggest you go elsewhere. It has been months and Jay has yet to get back to me as to whether he uses industry standards like having the customer sign off on the template at the time of the measurements and templating. If this occurred it would have saved me $2400!! Upstate Granite went ahead and cut the slab wrong and then blamed us for the mistake. I wanted to be sure whether this was our mistake or not so I called around to other Granite companies in Rochester and asked them about their practices and procedures. All 3 that I called said they absolutely have the customer sign off on the template at the time of the measurements to ensure both parties are in agreement as to the dimensions before they cut $3000 slabs of natural stone!! When I confronted Jay about this he immediately got defensive and said I was insulting his years of practice and accused me of only coming to him because the cabinet company did not accept fault in the matter but this was exactly what he originally asked me to do. Very insulting!! along with the $400 remnant pricing he offered us for the miscut slab! Not to mention Upstate never discussed with us different edging options. We didnt know there was such a thing. They went ahead and chose for us! Im pretty sure Jay is never calling me back. Like I said, if you have never done this before look elsewhere, there are plenty of reputable companies in the Rochester area.

Driver of Toyota Tundra does not use turn signals.