I had an excellent experience. The owners were involved at every point, from measuring, to sales (some advice turned out to be excellent in the end), to installation. During the process I was concerned about colour because the sample in the store did not match the one they gave me to take home and I wanted to be sure which one I was getting because I planned to take the sample to choose paint. They let me drive to the their supplier to look at and choose whichever slab I wanted. It turned out they were all identical to what I was expecting, and just one of the samples I had been given was old (I told them they should get rid of it and use newer scraps for samples). I don't understand why people get angry because one piece of stone doesn't match another perfectly - they are natural materials, if you need to be certain, then ask to see *your* slab first, it's really that simple - this is true of any stone, even boxes of stone tile.
The installation was timely. Since I waited until the cabinets were done to have them measure, I was ready for them to install as soon as possible, but of course they could not. It took 2-3 weeks, but that is pretty fast for custom granite. I won't say the end product was perfect, but it was very close to it, and the combination of service and value was top notch in my opinion - no extra costs for thickness, or edge, or cut outs, or all the additional fees the big boxes add on to the cost of the stone.
The pieces didn't fit perfectly when they brought them, but that was good and I think intentional, because they ground them down for a perfect fit based on actual stove/fridge width, for instance (can't fit a crumb between the counter and stove!). There were some slight gaps to the wall but small enough that the backsplash easily covered them anyway. Everything was level, no problems with cabinet door clearance, and they put additional protectant on once they were finished. They even made me a granite cutting board.