Gripe, Gripe, Gripe

Down with Expo/Home Depot. I have had only one stupid customer service experience @ one of these locations...until today. Nightmare in orange happened in Chicago. Actually, over the past several weeks. In the end of April, we ordered our countertop for our master bathroom sink. We had all the fixtures, but no counter to put them on. Finally, w/ our new found riches (ok our home equity loan) we were able to order that much needed countertop. We have been brushing our teeth in the kitchen for the past 10 months. Those days seemed to be far behind us. Well, once the order was made and we ok'd the quote we received, the waiting game began. We could get no straight answer about installation dates, no updates on the creation of the custom counter. We were in counter limbo. Well, last week we scheduled (finally) the installation. A few weeks ago, a man came to get measurements, and was given the template of the bowl @ that time. He was also informed of where we wanted the faucet, soap dispenser etc. Tomorrow, the plumbing folk were to make their eagerly awaited entrance into our home. But first, the counter must be installed. The counter guy showed up, not before calling me to find out about parking. (What, am I to do that to?) He entered w/ the countertop. No holes of any kind. I don't know how these things work, so does he cut them on the spot? No. He asked if there was somewhere to cut them here? I advised him that no, there was not. We live on the top floor of an 8 floor condo. Workshop space was not in our purchase price. He said he will have to take it to get cut (why did he make the trip to begin w/ if nothing was cut?). I asked if he would return today, he said no. I asked when, he said he did not know. Well, once the other half got wind of all of these goings on, he raced home from work, and started making calls. At one point, he made his way to the store location to raise hell. It gets worse. He talked to one of the managers, who stated that he would return a call w/ info @ 2pm. 4pm, no return call. So the other half called to rock the boat a little harder. I am currently on hold w/ the "customer resolution" department. The woman is trying to figure out how to help us. She just came back, and will have to call us tomorrow, as things have closed.
Where did we go wrong? If we are putting down our hard earned money for services, I believe we have every reason to expect decent service. Is that so much to ask? After today's events, we still have no resolution to this ridiculous matter. Stupid, isn't it?