MOORE, OKLAHOMA -- Salespeople came out and made their spiel, which was very professional, and answered all questions with the answers I needed to hear but I asked the question, "Will they look real and not cheaply made?" Their answer, "ABSOLUTELY." Well let me tell you that is the biggest of misconceptions, they are cheap looking, they have no trim, so all you see are these ragged edges of raw particle board. I was promised they clean up beautifully, NOT. All I see now are fingerprint smears, grease splatter, none of these come off.
Next I had some places come loose, $12,000.00 and they fix with hot glue and Staples. I was so embarrassed to even say I spent that much, especially since I could have had a brand new kitchen with REAL wood cabinets, the only reason I went with refacing, is I just had new countertops put in (hindsight 20/20).
So, if this is something you are considering, please do all your research first, perhaps another company might have better quality (wouldn't take much) than Home Depot. Was looking forward to beautiful looking cabinets now I am embarrassed at how my kitchen looks, especially for the money I invested. Cheap, cheap, cheap looking but VERY expensive. DO NOT USE HOME DEPOT for your cabinet refacing.
ROSSFORD, OHIO -- I first went to the Home Depot to inquire about replacing my kitchen countertops. The representative there then suggested we look at refacing the cabinets as well. He set up an appointment for me for 4/19/16. The representative came out, said they could do the whole job, countertops included, as that is what started the process. I asked then for a breakdown of cabinets and countertop, but she said she did not have that info, which made no sense to me and I should have pushed it but I did not. After she was done writing up the project, she then stated that in order to receive the discount I had to pay the entire amount upfront.
I was not comfortable with this, and was very hesitant. The representative then stated that they would the check until the measure tech came out and ensured everything was correct. This was supposed to happen in 3 days. On 4/27 the tech came out, and said he had just been informed of this job. 2 minutes into his measurements, he stated that they could not do the countertop, since it needed to be a "custom" job.
I then stated that I did feel comfortable continuing, since it seemed like a bait and switch. He said, "well let me just do the measurements, but rest assured nothing can go forward until you approve it." He even wrote it onto the measure order, saying customer wants to put hold on job and payment until all issues resolved.
3 days later the original sales representative called me and asked what I wanted to do. I told her that I was comfortable with the process, and did not want to go forward, please send back my check. She assured me that the check would not be processed until I approved. She then against asked what they needed to do to keep my business. I said at the very minimum I needed a breakdown of the costs. She said she did not have that, and would call me back.
The next day she called me back, gave me the breakdown, said she had spoken to the countertop guy at the store and that they could do it for an even lower price. I asked if it included everything and she said yes. I then called the gentleman at the store, and asked him specific questions, and lo and behold, there were add-ons. He said if I came in that day, he could work with me. I told him I could not make it that day, he said he was off the next 2 days but if I wanted the discount I had to come in within the next 2 days.
I then called the sales rep, had to leave her a message. I stated that I did not want to forward with Home Depot, as I kept getting lied to. I again asked for my check to be returned. I never heard back from her. I then went to the bank and put a stop payment on the check. That was a Saturday. On Monday morning, 5/2 I checked my account and saw that Home Depot had deposited the check, against my clear requests.
When I then called Home Depot, they said that it should not have gone through, and they would refund my check. When I asked how soon that would occur, they stated 3-4 weeks. I said that was unacceptable, they should not have processed it, and I would not wait that long. I then spoke to a supervisor, he gave the required "we will look into it" answer. I then repeated my concern of waiting 4 weeks for $13,000 in my money. He said they would get back to me quickly. I have not heard back from him yet
GALVESTON, TEXAS -- Not sure where to begin but know I will never step foot in a Home Depot at any location. The beginning of May 2015 I went to the local Home Depot to order kitchen cabinets for a remodel. They began by locating someone in the store who can initiate my order. This was an hour wait and should have been a red flag to walk out. I placed the order for my cabinets. The next plan was to have someone come out and take measurements. I paid the 48.00 to schedule the installer. The third party installer came out and was very pleasant to deal with. He told me to wait a week and call the store to speak with the in-store designer.
I called in a few days and asked for the Designer. I was told she was out but could contact me. After a few days I went to the store to meet with the Designer because I hadn't heard back. I was then told she was out on medical leave for 6 weeks. I asked for someone else and was told I would have to wait until she returned… WHAT? I asked to transfer my measurements to another location and I would drive to the location. They said someone would call me. I received a call a few days later from someone with Design Connect in Atlanta telling me they will work with me over the phone and online with my order. This should have been my next Red Flag.
I was told my measurements couldn't be sent to another location but I could go to the location and pay again for another measurement… WHAT? So reluctantly, I agreed to work with this person in Atlanta. After 4 weeks of back and forth with the design being emailed to me, I decided to visit a store and look at the cabinets suggested. I didn't like them and found one I liked and let Design Connect know of the change. She made the changes and sent me yet another drawing. Of course through this entire process I had to wait for a reply each time I emailed a question or wait until she came back to work.
After 7 weeks and finding their prices for my small kitchen was enormously out in left field, I called to cancel the order and went to Lowe's locally to place my order. I worked with an amazing lady there and ordered my cabinets having them installed in 4 weeks. It was a simple 2-hour in-store consultation with Lowe's on the design with her making some good design suggestions. Next, I decided, now it's time to order countertops. Back to Home Depot I went because it's local. I ordered the granite with the Designer who was now back at work from her medical leave. I wasn't told that the process from order to install takes about 10 weeks.
I won't bore you with all the details but my order is cancelled due to measurement appointments not kept and told the granite I selected (3rd party) could possibly have defects and this is why it was on sale. Of course the DESIGNER doesn't tell you all this because they are clueless. In the meantime I ordered custom blinds (the same day I ordered the counter) and have now cancelled my blind and countertop orders.
The Galveston Home Depot is the most unprofessional, rude, incompetent group of individuals I have ever had to deal with. You can't get help in the store and if you do they have no clue how to do their jobs. I've made several complaints with the manager and this was like talking to a wall. It took someone almost 2 hours to cut some temporary shades for me because 3 people had no clue how to operate the cutter. I will never set foot in a Home Depot again even if I have to drive 30 miles to the nearest hardware store. It's not the middle of July and I still don't have a kitchen. I will be visiting Lowe's this week.
I'm here to warn you to never purchase large ticket items or services through Home Depot. We spent weeks with the kitchen designer planning our kitchen from pretty much a blank canvas. In good faith, we installed plumbing, flooring, lighting, and gas lines based on the agreed-upon plans. The window, oven vent, light switch, and alarm pad were the only things installed when Home Depot sent their experts to measure the room, for which we were charged $125. From there the story gets ugly. Not only did HD's experts come to measure once, they came a second time. When the cabinets arrived and were installed, these are a few of the things that happened:
Now let's talk about the quality and manufacturing process of the cabinets. At least 3 cabinet doors came with scratches, similar to someone who had scraped them with sandpaper. At least 4 had gouges, similar to someone using a utility knife to open a box. Over 30 doors has rails and stiles on the fronts that did not meet (we have since discovered from talking to other furniture makers, that this is due to an error in the manufacturing process). These are only a few of the problems we had with either measurements taken by HD or the quality of the cabinets received.
We tried to work with the local HD, who sent one batch of doors back, only to get back replacement doors with similar problems. Then they got defensive and claimed we were the problem and that we wouldn't be happy with anything. These were very obvious problems that people who visited our home would point out to us.
We then sought assistance with HD's Customer Care Center in Georgia. They offered us $3,000 to keep what we had (we have since found many other complaints where this appears to be HD's standard amount to make you go away). This didn't even begin to cover the costs we had incurred in preparing the room to meet their design specs, much less to fix their errors, so we asked them to re-think this and identified the amount that was closer to what we were out. We didn't think we had to eat up every cost.
We thought it only fair that we be reimbursed for the costs we were out as well as compensation for the lower quality of cabinets we had received because HD wasn't willing to honor their warranty by providing good quality cabinets to us.
We spoke with a lawyer who suggested we write to them and see if we could get them to talk to us and negotiate for the amount that was closer to what we were out; he also said he expected we'd be back because HD was a company that was too cocky in thinking they could railroad people. He advised us to also get written statements from independent furniture makers regarding the craftsmanship/manufacturing of the pieces we had received (we've gotten 3 so far) He also advised us to get estimates from furniture makers for what it would cost us to “make the cabinet doors right”, which we have.
Well, he was right. HD in Georgia never bothered to even respond to our settlement request; they just stopped talking to us. Well, the sad part is that in this economy, a company that isn't even willing to talk to or to treat their customers with respect isn't going to make it. They probably don't think we'll take them to court, but they've misjudged us. We've been without a functional kitchen for nearly a year. We have an autistic child who has been very disrupted by all the upheaval and nothing being finished. We can't afford to eat out because of the additional costs we had incurred because of Home Depot.
We're facing an $18K bill due in several months and an unfinished kitchen because HD won't talk with us. We had tried to be "fair" and not identify all the costs to them, thinking that we could take some of the hit, but after their treatment (especially the local HD manager), no way. We have had to spend untold hours and hours of time outside of work in order to take care of this. We had been loyal customers for over 25 years; not anymore. What a shame; this would have been such a simple thing to work through and they could have left with a somewhat happy customer; they just didn't think very much of their customer…
BRONX, NEW YORK -- We worked with a Home Depot Designer (showed us her computer designs, never photos of completed kitchens) for almost a month. Throughout the process we were pressured to sign NOW, lock in the deal!! All of those statements were tied to special store or vendor promotions. When we started the process the cabinet estimate was $10,000, when we finished it was approximately $25,000. Again we were pressured to close the deal based on vendor promotions. However they saved the best for last.
The Designer (more of a sales person) after having us come back and forth to work on the design Hit us with two major NO No's that made my attorney feel queasy they are: “You MUST PAY IN FULL FOR THE CABINETS THAT YOU HAVE NOT SEEN OR RECEIVED AND YOU MUST PAY IN FULL FOR THE INSTALLATION OF THE CABINETS THAT HAS NOT OCCURRED AND THAT YOU HAVE NOT APPROVED," but wait another deal to sweeten the pot, if you use our installer we will rebate the tax on the whole deal HUM! Now since when does IRS rebate tax? And who is paying the tax? This all smells like a dead RAT.
We questioned the manager about our rights after the fact, because once they have our money what recourse do we have? The manager ** proclaimed " I have worked for Home Depot for 15 years" that is not what I asked him and I never got a correct reply because there isn't one - he did say he has never heard of any kitchen problems in all the years he has worked for the company - I guess he does not read Consumer Affairs, Better Business Bureau, etc. "BUYER BEWARE- This is not fair and honest dealing.
We live in a troubled economy, Home Depot is not offering any guarantees and once they have your $20,000+++ try to get some satisfaction when the cabinets do not arrive, arrive damaged, the measurements are wrong, the installation is inferior, the prices go up and they want more money, etc. etc. Home Depot is committing fraud, bait and switch, pressure tactics, invalid promo deals to snag people.
I plan to report their Practice of WE WANT FULL PAYMENT FOR GOODS AND SERVICES A CUSTOMER HAS NOT RECEIVED TO THE ATTORNEY GENERALS OFFICE - They do not have my money, HURRAH - USE YOUR GOOD COMMON SENSE - DO NOT PAY FOR GOODS AND SERVICES IN FULL THAT YOU DO NOT HAVE AND APPROVE OF.
PLEASANTON, CALIFORNIA -- We went to Home Depot to purchase Cabinets for our kitchen remodel project. We had a very detailed sketch, right down to the inch of our kitchen layout and what cabinets we wanted, and where they had to go. The salesman made a sketch on his own computer showing our kitchen. He put the cabinets where we wanted them but made some changes we were not told of. We spent over 1 hour going over this project. Not once would he look at our sketch. He would ask me about the placement of a cabinet and I would tell him "if you would look at my sketch it shows all of this" but he just showed a lack of concern for my sketch the whole time.
When we were done with the cabinets he asked about counter tops. He gave us a price that was much lower than the other bids we had, but told us we had to buy now to get that price. We fell for it and bought the counter tops also. $12,788. Total. Four weeks later the cabinets arrived. Half were wrong. The store manager would only take them back after charging us a 15% restocking fee. He said "you signed the sales order". It's all in item code so you can't tell what it is. We took the salesman's word that the order was right. After that we went to Lowes and bought the rest of the cabinets we needed. Got them in 2 weeks.
When the counter people came out to make patterns for our counter tops they said it was going to cost us $1700. More than we had already paid. I went down to the store and tried to talk to the store manager. I did talk to 3 other people that said they were managers but they couldn't do anything for me. They were very rude. They looked like they just got out of rehab. They were clueless. After 2 hours of waiting to talk to the store manager a woman came out and said she could refund me all but $200. I told her that's cheap to get rid of Home Depot. We bought our counter tops from a dealer in Oakland for much less than what Home Depot charged us.
Dealing with Home depot was a very frustrating experience. From management on down to the checkout clerk there is a lack of concern for customer satisfaction. The money we lost at Home depot we made up by going to other stores. We spent almost $6000 elsewhere. This Home Depot in Pleasanton is very dirty, carts all over the parking lot, just a mess.
MIDDLETOWN, CONNECTICUT -- I purchased over 18K worth of cabinets from Home Depot. I ran into some measuring problems from my first contractor and had to return some cabinets and pay a restocking fee. I paid it because I knew that it wasn't their fault. I hired a new contractor and received new measurements for 6 other cabinets. The design person suggested that I order 2 cabinets with different measurements than what my contractor had requested. She said that it was the same in total and that the doors would look better. He requested a 33' and a 12', she suggested a 30' and a 15'. I signed off on it based on her recommendation.
I don't know anything about kitchen design and I am not a contractor. When the cabinets were delivered and my contractor came back to finish the job he said that there was mistake on the cabinets delivered. I explained that the new measurements were a recommendation from the designer. He said that it would look wrong because the bottom cabinet was a 33' and now I had a 30'. I called Home Depot to speak to the designer but she was on vacation. I spoke to another person in the same dept. And she said that I had to pay a restocking fee if I wanted to return them.
I explained that I had signed off on it based on the designer's recommendation but I still was not able to convince her to take them back without a restocking fee. She explained that I should have used their contractors because then they would stand behind their mistakes if any. I am being penalized for not using their people which in the past I had a problem with. I started this remodeling back in June. I still don't have a kitchen and don't know what is going to happen. I was contacted by someone in Atlanta who was supposed to look into it but I have not heard anything yet.
CLOVIS, CALIFORNIA -- I was told my cabinets would be ready on 3-25-13. I called the Home Depot store on 3-26-18 and was told they would arrive on 3-28-13. I called on 3-28-13 and was told they were scheduled for delivery on 3-30-13. I called to complain to management and was told that they had to string me along because they were at the mercy of their supplier who was stringing them along. I called a few times afterwards and was told that they were listed as delivered, but they didn't have them so maybe they were on a truck somewhere and they were looking into it.
Eventually I heard back that they finally did arrive but were missing the kick plates so the front of the cabinet would not have a finished look. They wanted me to pick them up w/o the kick plates, but I chose to wait until I got the plates, to make sure I got the plates (who wants unfinished cabinets?). I was told they would call me with the status on the kick plates. I never heard back and was sick and tired of calling the store and waiting on hold, so I used the Home Depot chat service to complain and they said they would have the store call me back.
I did hear back last week on 4-4-13 from a representative at the store and who told me that they had no idea when the kick plates would arrive and would not be able to find out the status until 4-11-13 when they were able to call the supplier (I guess the phones were out of order until then???). I was also told I would receive a call soon after the 4-11-13 call to the supplier with an update on the status. It is the end of the day on 4-12-13 and I have not received a call. I'm very very frustrated, unhappy, and angry. If they are really at the mercy of unreliable suppliers, they should tell you that before they let me make an order.
FAIRFIELD, ALABAMA -- Remodeling 3 rental properties in this area. Went to the local HD to order cabinets, flooring, interior doors and paint. In each department we were treated as if we were interrupting their social life. Saw more than 1 shopper overlooked or ignored while customer of a certain race were placed ahead in lines (paint mixing). Witnessed more than 1 customer leave buggies with item and walk out of the store. We drove many miles farther and did our shopping at a Lowes store. By the way we spent over $17,000.00 on supplies to remodel these properties. Maybe HD does not need our money. Guilty of shopping while white.
In September 2007 I paid almost $9,000 to Home Depot to get my cabinets refaced. The price seemed high, for the mid-range cabinet doors and drawer fronts I had chosen, but I wanted the work done right and I thought that by going with a large, reputable company, I'd get better workmanship and a better finished job overall. The workman who did the refacing did a great job. They looked amazing, and I was really pleased. That was 3 years ago, and now the drawers are disintegrating and some of the veneer is starting to peel.
I called their customer service folks only to be told that my warranty was up and they'd charge me by the hour to come out and fix the cabinets. They wanted $75 over the phone before they would even schedule an appointment and couldn't give me any real idea of what it would end up costing me. Not sure how they'd fix them in any case, since they are basically falling apart. I understand that the warranty is up and I was prepared to pay something, but to be told that I had to pay the $75 UP FRONT was insulting; over the years, I'm sure I've spent well in excess of $20,000 with this company and it's galling that they take no responsibility for their products.
For $9,000, cabinets should last more than 3 years, warranty or not. I'll find someone else to fix them and they have lost a good customer. If you're shopping for cabinet refacing, be warned. After a year, you're on your own.