Gilmans Kitchens and Baths

What a COMPLETE NIGHTMARE! I guess, I should have paid more attention to other negative reviews! After spending tons of time and effort designing my dream kitchen, I placed an order. The designer said that she would get back to me the next business day to give me an estimated date of delivery and then she disappeared... I had no idea when or even IF my kitchen would be made and delivered (since we are in the middle of COVID-19 situation). I had no idea if Gilman's shut down - no one was answering the phones, if the cabinet manufacturer shut down, or if the designer just did not care. I waited for 11 days and then finally made a hard decision to go ahead and cancel my order. I emailed the designer (my only contact person within the company), no response. I emailed again asking for the confirmation that she got my email, she responded saying yes and that they would KEEP 25% of the TOTAL KITCHEN COST as a cancellation "fee." I was extremely clear that I was not cancelling because I just changed my mind (more than anything, I wanted to get that kitchen!), I had to cancel due to the failed communication from the company side and the fact that I did not know if and when they would follow through with their obligation to deliver the kitchen. There is absolutely no excuse to keep a customer in the complete dark for that long! Now, for several days, the designer would not provide me with the contact information of the manager or the owner and I am left without an ability to even communicate with them. P.S. Will update this review once (or if) I get any response.

Never started and exceptionally disappointing service. I could not get this job going despite repeated calls and emails to the designer. I finally asked if they just didn't want the job and that was pretty much it. Dreadful customer service.

unknown

Overall, very difficult process, mostly due to the fabricator Stone Etc. that Gilman's Kitchen and Bath in San Rafael use. The liason for Gilman's was as wonderful as she could be. Jennifer did all she could to make the process smooth, but in the end she was at the mercy of the schedulers, and reps of Stone Etc. Many mistakes made in the initial measurements done. If I hadn't had someone overseeing the project and double checking the measurements the outcome would have been pretty embarrassing for them since they market themselves as the leader in the industry. Upon Installation the Stone Etc. installers left a very noticeable gap between backsplash and ledge of pass through. Tried to blame it on the countertop not being level. Again, mistake in their measurement, since they are the "experts". They wanted to fill the gap which was just shy of an inch wide with caulking. The sales rep said it was the only solution based on a photo she was looking at. I had to forcefully insist that was not acceptable and pleaded for a revisit. They did revisit and finally agreed to our solution of adding an extra piece of Caesarstone. Wasn't impressed with the Stone Etc. experience and the amount of time I had to spend to get the job finished to an acceptable level. The installers left the front of our place a mess. Heard a lot of apologies, and even an accusation that we were being a bit entitled expecting more that caulking, and wanting a second measurement to help them avoid a bad installation. If one chooses to use Gilman's they don't accept credit card purchases. Since there are no other fabricator's other than Stone Etc. for most of the kitchen and bath companies, do have someone double check their measurements. Do insist they clean up to your satisfaction. Do expect to be delayed and not called back, or followed up with in a timely way from Stone Etc. Also be ware that the samples of quartz stone will not be what your end installation looks like.

Very professional. Provided what they promised.