Home Depot Kitchen Cabinets

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Incredibly Horrible Service and Incompetence
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MONROVIA, CALIFORNIA -- • In the 1st week in June ‘03 or so, we went to Home Depot and wanted to know what steps were needed for kitchen remodeling. We were informed that we must schedule for a measurement of kitchen first. Home Depot will call to set up appointment.
• Waited one week for phone call – no call was received from Home Depot. I called Home Depot and they were surprise no one had called us back. An appointment was made for measuring, for following Saturday
• Our appointment was changed to Sunday (June 15th) by Lorien (a Home Depot employee that performs field measurements for cabinet installations) for 1:30p.m. After measurements were done, Lorien informed us that the next step was to schedule an appointment with a Home Depot Designer.
• I called Monday (June 16th) and made an appointment for the following Saturday (June 21th) for 12:00 p.m. to meet with one of Home Depot’s Designers.
• Friday (June 20th) I phoned Home Depot to confirm the next day’s appointment, and was informed by Lorien that the Designer that we were scheduled to meet with was no longer in that department, and all of her appointments had been cancelled. I told Lorien I had done not receive any update, or call from anyone to reschedule, and that we were going to keep the appointment for June 21st, and that Home Depot needed to have someone available to meet with us when we got there…
• On June 21st, we met with Paul the new Designer, and our cabinets were ordered that day. At least that was what we were told... We were asked to sign (initial) all paper work, and told that the process was started…
• The following week or so, Bruce (another cabinet-measuring-person) came out to our house to verify that the paperwork, completed by Paul, the “Home-Depot-In-House-Cabinet-Designer,” was complete, that the measurements were correct, and that the cabinets would fit. We were informed that the measurements (recorded by Paul, recorded by Lorien, the Home Depot Designer) were NOT correct. We were told that we must make another appointment with a “Home-Depot-Cabinet-Designer,” and reorder the proper sized cabinets. (the following language was added on today’s date of January 29, 2004) Bruce stated that he would turn in the correct measurements.
• I then spoke to Shelia (Kitchen Concepts) to confirm with her that the new (and, we thought correct) measurements from Bruce, were being faxed over to Home Depot. She replied in the affirmative, and indicated that she understood.
• I arrived at Home Depot (few days later) and was informed by Paul that they (Home Depot) had not received the new changes. I called Shelia (from Kitchen Concepts) while I was at the Home Depot store, regarding the fax. Nellie (another “Kitchen Concepts Employee”) informed me Shelia was in a corporate meeting, and could not be disturbed. I said that it was o.k., but could she (Nellie) needed to fax over the new changes. Nellie said, “they (Kitchen Concepts) had faxed over the changes already, and for Home Depot to check all their incoming faxes and paperwork. I told Nellie that Home Depot claimed that they did not receive the fax, and requested Nellie to please fax the paper-work again. Then Nellie said, “she did not know to use the fax machine,” and finally, after 30 minutes or so, Nellie said she found my file, and faxed over the changes (all this was witnessed by Paul).
• Kraft Maid gave delivery date of August 29th between hours of 10:00am to 2:00 pm.
• One August 29th at 8:30 a.m., I phoned “Kraft Maid” to confirm delivery between the hours of 10:00 am and 2:00 p.m., and was told that everything was still on schedule. I left work at 9:30 am and arrived home at 10:00 a.m. At 12:30 p.m., I received phone call from Kraft Maid to find out that there would be no delivery today due to a train wreck somewhere in the Mid-West. I lost approximately 4 hours without pay.
• On approximately September 12th (not sure of date), the cabinets finally arrived. During the inspection of cabinets with (someone’s employee, at this point I am losing track), I noticed that not all cabinet looked the same (i.e. Finished Skin on areas of the cabinets when not necessary and to be covered up, (and was being charged huge money for) and MISSING “Finished Skins” where absolutely exposed, and going to be necessary. Additionally, there were 5 pieces that were damaged during shipment, and needed to be replaced prior to installation.
• I then called Suzanne the following Monday, and she said she was not able to make the changes until she received the correction(s) from Kraft Maid. She would need get back to me and would talk with me in a few days…
• After a few days, I had to call Home Depot back again to talk with Suzanne, and was told Suzanne was on a day off. I left a message…
• The next Wednesday, the corrections/updates were made with Suzanne via phone. I asked Suzanne about the skins and she said, “Whoever finalized the order messed it up.” I told Suzanne it was she who finalized our order.
• On Thursday, Suzanne called and said that “Home Depot would carry the cost to make the necessary corrections.” (I continue to believe we were overcharged for the unnecessary skins).
• During the next two to three weeks (or so), 3 pieces were delivered via Fed X, and other delivery mechanisms. At this point, I am still waiting for 2 necessary pieces to complete my order, as replacement for the damaged materials via transport to my project...
• Monday, October 13th, I received a message from a “Jerry” indicating via voicemail to “Please call Lori or Jerry a call regarding the items that were not used in the construction of my “job”. Mind you, not “ONE” cabinet, or piece of material had made it from my garage to my kitchen, at that point.
• On Tuesday, October 14th, I spoke with Jerry, and told him I was very confused about his message. I told Jerry that I was still waiting for two more cabinets (to complete my order) and the job HAD NOT EVEN STARTED. He said he would find out what happened.
• On Wednesday, Jerry said the remaining 2 units would be in on Friday, and that he personally will make sure that they are not damaged, and that delivery would be scheduled for Sunday (October 19th).
• I received the last 2 units on October 19th, delivered by Lorien, the original employee that did the field measuring. Lorien recognized me and my house and said “Didn’t I (Lorien) do the measurement on this house a long time ago?” I said, yes, but it was a very long story as to how-come we had not been provided competent service by anyone at, and to that point of time...
• October 20th, I called Shelia to request an installation date. She said the earliest available date was November 10th (Monday), 2003.
With all the delays, we missed the special of a free microwave (valued $200.00) by one day, because of Home Depot personnel. We purchased cabinets on July 10th, Home Depot was unwilling (saying “UNABLE”) to make an earlier appointment. Free microwave offer ran between May 1st through July 9th.
Home Depot has COMPLETELY miss-managed this project from start to date.
Given the circumstances, I would not recommend Home Depot to anyone, unless they needed to waist more than 5 months of their time, not to mention the dollars missed by poor coordination, miss-management and the likes…

11-10-03 Monday: installation of cabinets:
The Installers noticed that the 84 inch valence (that was ordered by Paul, Home Depot designer) was too long for the area above the kitchen sink.
They were unable to trim valence due to the decorator ends (architectural elements).
The area measures 73” in length (from cabinet to cabinet on original blue print).
Also two lower cabinets (Base 21L) opened in the same direction (“hinges on the left”).
And the two upper cabinets (W2136R & W2436R) also opened in the same direction (BUT, “hinges on the right”).
The Installers were unable to turn the door front(s) upside down due to design on door front on the upper cabinets.
I then spoke with Teresa and asked her why there was a 21” cabinet ordered when a 24” cabinet would fit, and in any terms, should have been obvious, and ordered. She said she did not know. Paul, the Home Depot Designer ordered it…
Mind you, the 21 inch cabinet is adjacent to a 24 inch cabinet. There was plenty of room for the 24 inch and showed as an error between the Home Depot Designer and the cabinet measurement people…
The 21 inch cabinet stayed, temporarily in place, in preparation for the correct, 24 inch cabinet arriving…
Jerry took the 84” valence, tall end panel (1/2R.96) and door to 21x36R back to Home Depot.

11-11-03 Tuesday: Spoke to Jerry and he said he was going to ordered a more appropriate length valence.

11-13-03 Wednesday: Spoke to Teresa, since we needed to order a new cabinet (hinge on the left) why shouldn’t it be the correct 24x36L.
12-5-03 Friday: Received valence via Fed X left at front door with no notification. Mind you, we have not checked it for damage yet as of today’s date 29-Jan-04.

1-25-04 Monday: I Called Teresa to inquire about the status of the 24x36L cabinet. Teresa said they just received it. I asked about delivery status. Teresa said that she would need to get back to me.

1-29-04: Thursday I called Teresa at 2:00 pm to find out when the delivery date was to be… Teresa said that she left messages on my home phone and cell home stating Kitchen Concepts will contact us.

1-29-04 Thursday: Received message from Kitchen Concepts on home machine to please call Nellie. Too late to return call as after work. Will call K/C on 01-30-04. Also received message from Teresa on home machine.
1-30-04 Friday: Spoke to Nellie (Kitchen Concepts) set up delivery date of 2-12-04, 8:00-10:00.

1-31-04 Saturday: Lorien delivered 24” w x 36” L cabinet. Inquired about door front to this cabinet? Lorien had to make a second trip for door front. Delivered front door on second trip.

2-2-04 Monday: Called Kitchen Concepts and spoke with Nellie to set up appointment to complete installation of cabinets. Installation to be done on 2-12-04.

2-9-04 Monday: Confirmed with Nellie (Kitchen Concepts) that 2-12-04 appointments is still on.

2-12-04 Thursday, 9:30am: Installer arrived and stated he only had orders to remove 21x36L and install 24x36L and valence. Installer states I would have to speak to Kitchen Concepts regarding the rest of the job. I called Nellie (Kitchen Concepts) and stated to her that this appointment is to complete the installation. Nellie stated she only had orders to do the above and nothing else. She also stated I had to call Home Depot and have them fax over to her (Nellie) the additional work.

2-12-04 Thursday, 10:00 am: I called Home Depot and was informed that Teresa will not be in until 3:00 pm. I then requested to speak to Suzanne, but was told she was unable too. I left a message for Suzanne to call and stated this was very important, that the installer and I were waiting for further authorization.

2-12-02 Thursday, 10:45 am Installer left after only removing 21x36L and installing 24x36L. No valence installed. WHY? Installer made a list of what needs to be done to complete the job and he Ssaid, “I will turn this list in to Kitchen Concepts”.

2-12-04 Thursday, 3:45 pm: Spoke to Teresa and explained today’s events. Also, informed Teresa that Suzanne that not returned my phone call today.

2-13-04, Friday, 10:30am: Call Teresa and she said, “Jerry and I will be there with installers to make sure the job will be completed. She will leave a message on my home machine with date of next installation.

2-23-04 Monday, 11:30 am: Call Teresa and inquired about installation date. She stated, “She is having a meeting on Wednesday (2-25-04) and will leave a message on my home machine.

03-01-04 STILL NO COMPLETION ON CABINETS

3-1-04 Monday: Received message from Nellie (Kitchen Concepts) on home machine to call and make appointment for completion of job. Too late to return call as after work.

3-2-04 Tuesday: Spoke with Nellie (Kitchen Concepts) and made an appointment for 3-10-04 between 9:00 and 10:00 am. Nellie wanted to know what else needed to be done. I stated “crown molding, light rails, valence and shelf, skin on cabinet above refrigerator, fastening down toe kicks, etc. basically “completion of the job”. I am the consumer and am not sure of everything that needs to be done, that is why I hired professionals.

3-8-04 Monday, 11:30am: Spoke with Teresa and confirmed 3-10-04 date.

3-10-04 Wednesday, 9:00 am: Installers (Jason and Mark) arrived. They said “They were waiting for someone from Home Depot before they could start the job”. Call Home Depot around 9:30 and spoke to Teresa. I told Teresa we were waiting for her. She said, “She is sending Kwok (the designer). As I was speaking to Teresa, Kwok arrives.

3-10-04 Wednesday, 9:30 to 9:45 am: Kwok explains to Jason what needs to be done. Jason calls Nellie (Kitchen Concepts) to confirm work order. I overheard Jason telling Nellie that the skin must be installed. At this point everyone is in agreement. Work begins and Kwok leaves.

3-10-04 Wednesday, 12:30pm: I informed installers I was leaving for work and that they should check with my neighbor when they were done to lock the house. I left installers with my and John’s phone numbers in case of emergency.

3-10-04 Wednesday, 7:00 pm: I returned home from work and found the kitchen was not completed. Approximately four and one half feet of crown molding installed out of over 30 feet; around 15 feet of backing for crown molding was installed in preparation for crown molding; the valance and shelf was installed, skin installed; however our cabinet doors that were installed were removed and not reinstalled; none of our hardware was installed; toe kick is still loose; none of the trim under the upper cabinets had been installed, which means that the two installers installed approximately 10 percent of the remaining items left to install. I called my neighbor who was kind enough to lock our home up after the installers left, and she said, “The installers left around 3:00 pm and did not say why the job was not completed nor when they would return.
It appears that the installers were not as qualified as they should have been, as most of the joints of the crown molding were not made correctly. A fair amount of light can be seen through the joints. Now, it appears that we need to take photos. Additionally, there appears to be lots of wood left in very small pieces as cut-offs, and it looks like they were the result of more that just of few mistakes in installing the Crown Molding. We expect next for Home Depot to say that they were told that there was not enough molding to complete our project, that is if we ever get to that point…

3-11-04 Thursday, 11:00 am: Called Teresa (Home Depot), she said “Lanny, what’s up”? I said, “Teresa, “you tell me”. Teresa did not understand my comment, so I explained to her that the job was NOT completed again and I wanted to know why. She said, “She did not know why and will find out”. She also said “I may have to get Celine (regional manager) involved.

3-11-04 Thursday, 2:30pm: Received message from Teresa on home machine requesting I call her tomorrow morning to resolve this situation. Teresa wants to know what exactly still needs to be done? She needs to write up a new p.o. Too late to return phone call as after work. Again, I am hesitate to describe all work that needs to be done because I am the consumer and am afraid I might leave something out.

Stay tuned…

3-12-04 Friday, 8:00am: Call Teresa and she requested I faxed over to Home Depot a list of items that still needs to be completed.

3-12-04 Friday, 8:30am: Faxed over a list of items I think needs to be completed. Install crown molding, filler for crown molding, scribe, fasten toe kicks, light rails and hardware (pulls and knobs).

3-15-04 Monday, 3:00pm: Received message on home machine from Teresa. She is requesting to inspect the kitchen with Jerry tomorrow in the afternoon. Too late to return phone call due to after hours.

3-15-04 Monday, 3:05pm: Received message on home machine from Nellie (Kitchen Concepts) to set up next installation appointment. Too late to return phone call due to after hours.

3-16-04 Tuesday, 6:30am: Call Teresa and set up time for her and Jerry to inspect kitchen today. Informed Teresa, my neighbor would let her and Jerry in the house. Also informed Teresa that Nellie (Kitchen Concepts) left me a message yesterday requesting I call her to set up next installation appointment. Teresa told me to wait until she and Jerry inspected the kitchen

3-16-04 Tuesday: Received message from Nellie on home machine stating “Installers would be here tomorrow between 9:00 & 9:30 am tomorrow morning to complete the job.

3-16-04 Tuesday, am: I called Nellie (Kitchen Concepts) to cancel tomorrow’s appointment, stating, “I’m not available tomorrow”.

3-16-04 Tuesday, 6:00pm: I returned home from work and I noticed Teresa’s had left her Home Depot business card on the front door stating, “No one was home next door” and I should call Jerry’s tomorrow morning on his cell phone. I checked with my neighbor regarding visit from Home Depot today. She states, “No one ever showed up”.

Disclaimer:

We are sure that some of the above dates listed are erroneous, as we were not specifically tracking each phase of the issues listed above, HOWEVER, in general terms, the overall picture of incompetence is accurate, and not been embellished, in any fashion, whatsoever.

John Felts and Lanny Toy

     
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Ponie on 02/18/2006:
Where has this novel been hiding for the past couple of years? I gave up reading after the first year.
miketech on 02/18/2006:
Why? Why would you trust a big box store like Home Depot with your cabinets? Kitchen cabinets are not easy. Even for a real professional. Much less Home Deopt. HVAC, cabinets, windows, doors, roofing. Get a real professional who specializes in that area. Not Sears, not Home Depot, not Wal-mart, but a specialty store. Otherwise I can only guarantee your disappointment.
dsmith68 on 02/21/2006:
If you want flooring, go to a shop that specializes in flooring.. if you want a new roof, go to see a roofing company.. if you want..etc.. Home Depot and Lowes are for parts, avoid them for anything to do with installations or anything that requires them to delivery.
consumeradvocate12 on 04/10/2006:
Why is it you guys put down fellow consumers for using their voice and sharing their opinions? Depot/Expo sell cabinetry services and the customer has a right to expect decent service!
I am sorry for your situation. I too have learned recently That Home Depot and expo Design Center equals incompetence.
You are a responsible consumer and I thank you for sharing yet another Depot/expo horror story.
Senfel on 10/17/2007:
well at least you didin't order a marble countertop that was not only out of stock, but no longer quarrieable.

yeah, make sure the person who does your measuring knows the person who's going to be building the cabinets, and will at least be on hand to help install it.
it'smyturn on 09/20/2009:
I believe that your story is embellished...
PepperElf on 09/21/2009:
didn't you say that you work for Home Depot on another thread?

http://www.my3cents.com/showReview.cgi?id=61931#c530751
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Home Depot Makes You Suck Up Their Mistakes...and Pay for Them, Too
Posted by on
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:

-- one entire wall of cabinets was mis-measured.

-- upper cabinets did not fit where the oven vent was to be placed; we had to pay to have the vent moved

-- the last cabinet covered the light switch and alarm pad that were in place when the room was measured; we had to pay to have the light switch & alarm pad moved
-- the island was not planned correctly to seat two people and changes had to be made to the plan that extended the island far beyond where we wanted it to be (it's now into the family room); we had to suck that up, too

-- 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....

     
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Ytropious on 01/21/2010:
3 grand to move a vent, replace some scratched cabinet doors, and deal with the mental anguish of having your island extend into the family room seems fair to me. My husband and I did our entire kitchen on 3 grand. I'd say settle.
goduke on 02/23/2010:
Trust me, ytrop, some of us should not be given tools and asked to do repair work. We just cause more damage.
Ytropious on 02/23/2010:
lol goduke I could imagine. Hell my husband's work isn't professional spotless quality, but it's hard to tell the difference, and for the price you can't beat it.
goduke on 02/23/2010:
My dad tried to teach me how to fix cars, etc., when I was a young teen. It was a very sad experience for all involved. I leave it to the pros.
Anonymous on 02/23/2010:
Totally agree goduke. It took me way too many years to realize I'm not Mr. Fix-It. I installed a garage door that wouldn't open. I installed a storm window that could only be opened from the outside. I installed a storm door that wouldn't latch. I installed an outside light that would give a shock if touched. I've been shocked numerous times. I've flooded numerous floors. I've caused injury to myself and others. Why you ask? All in the name of trying to save a buck.

Yeah, I started leaving it to the pros as well. Why you ask? All in the name of trying to save many bucks (and lawsuits).
doglovingreviewer on 05/30/2011:
The incorrect measurements are not the only problem mentioned by the OP. The manufacturing defects are also a problem. Since Home Depot refused to reimburse you, dispute the charge on your credit card. Continue to talk to the lawyer--you might need him if HD doesn't resolve your problems.
trmn8r on 05/30/2011:
This review is over a year old.
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Please Read Before You Order Cabinets From HD
Posted by on
AUGUSTA, GEORGIA -- The house that I purchased approximately 18 months ago was built in the 1920s and in need of a great deal of repair/remodel due to neglect. One of the main remodels has been the kitchen. All of the original cabinetry was removed prior to when I officially moved in due to irreparable damages. Since then, I've been in the process of purchasing $4,000+ in custom-made kitchen cabinets from Home Depot (store # 0119). Since I am not a skilled contractor and have no experience in kitchen remodels, I went to the Home Depot and asked for their assistance. I informed them that I would be purchasing the kitchen cabinetry over a period of time as I only have a limited income to work with. I also knew that my kitchen is rather small and would require specially ordered cabinets to accommodate the layout. The associate on-hand informed me that I would need to have one of their employees measure the dimensions of the kitchen for a fee of $60 (which would be credited towards the purchase of my cabinetry) in order for them to place the custom order. I was clear of the fact that I would be having someone else other than Home Depot performing the installation. This is clearly shown in all quotes I've obtained for cabinet designs/layout over the duration of this transaction.

When this entire ordeal began, the Home Depot staff conducted their first on-site measurements and designed a kitchen plan based on those measurements back in August 2006. However, I noticed they did not have my windows in the correct location on the design layout. Because of this, they had to come out a second time in order to re-evaluate their initial measurements, which were incorrect. I can verify these events as I had a witness at the time both measurements were taken.

The transaction was completed yesterday, on 2/27/08, when I picked up the last of my cabinetry. Today, on 2/28/08, when my contractor arrived to install them, he noticed none of the cabinets came close to fitting in my kitchen properly. The drawers on the end cabinets cannot open because it conflicts with the stove (the stove is in the same exact location as it had been in the initial layout of the kitchen which can also been clearly seen in the layout given to me by the Home Depot). The cabinets stretch out past the door frame and there is no room for a countertop to adequately fit without blocking part of the back door.
My contractor measured the kitchen and compared it to the measurements they had on file and none of them matched. Of course, their measurements are what the cabinet purchases were based upon.

I've contacted the Home Depot (both locally and corporate headquarters) and they are insisting that none of their measurements are guaranteed unless Home Depot performs the installation and that I am stuck with the cabinets that they have purchased for me. No one is even willing to adjust the cabinets in order to fit my kitchen. The assistant manager I spoke with on 2/28/08 was both rude and unhelpful. He was not at all concerned with my dilemma and since the store manager is apparently out of town, corporate insists their hands are tied, as well.

No one informed me of the non-guarantee less installation. There is no paperwork that I signed which state this. In fact, I have my receipt for the $60 measurement fee I was charged and there is no disclaimer stating this anywhere to be found. I would have never paid $60 for someone to measure my kitchen for cabinets if there were no guarantees on the accuracy of their measurements. I would've been more than happy to have my contractor take the measurements (for free), but the store employee insisted I pay for the measurements in order to purchase the proper cabinets for my kitchen. However, now none of them fit because the measurements were incorrect and I feel the Home Depot is responsible and should work to remedy the situation.
     
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jjop on 02/28/2008:
Its a lot of trouble but hang in there, you can prevail on this one!
Hugh_Jorgen on 02/28/2008:
Tell them no problem - come on out and do the installation themselves if they think they can make them fit. Perhaps they will see the light once they get on site and realize for themselves their "professional measuring consultant" messed up. Good luck.
sunshine619 on 02/28/2008:
That is just bad business. They should fix things regardless of the fact that "measurments aren't guaranteed if they aren't doing installation" so what? did they measure it wrong just because they felt like it? My god, they came out twice. Some experts!
Mrs. V on 02/28/2008:
I normally hate to say this, but have a Lawyer in on this one.

HD messed up and refusses to make it right.
WWYD on 11/26/2008:
That's right. A $60 fee provides $4000 in liability for Home Depot. Seriously, you're buying cabinets for a kitchen you obviously care a lot about. Did you not once look at this order before you placed it?

Please, folks, take a little time and verify what you're doing. If you're working at Lowe's or Home Depot, ask to see examples of the kitchen designer's work. Ask how long they've been at this job, and the price range of projects they work with. Even if your project is $4,000, wouldn't it be reassuring to know that the person handles very expensive projects, too? Ask these questions before you get involved in a kitchen or bath remodel.

Anything else is playing Russian roulette with your project.

And if you don't like what they've sold you, take it back. Let your dollars do the talking.
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StarStarEmpty StarEmpty StarEmpty Star
Kitchen Cabinets Restocking Fee
Posted by on
Rating: 2/51
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.
     
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Strung Along For Over 3 Weeks With Successive Dates On When My Cabinets Would Arrive
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Rating: 1/51
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.
     
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madconsumer on 04/13/2013:
having remodeled 5 homes, I can say custom cabinets are at the whim of the manufacturer. it is not uncommon custom cabinets can take up to 12 plus weeks.
HomeDepot_Care on 04/13/2013:
Naomi, my name is Sheronda and I'm with Home Depot Customer Care. I'm sorry for the problems you've had with your cabinet order. Please email me your order details and I will partner with our store to see how we can resolve this for you.

Sheronda
The Home Depot
Social Media
sheronda_care@homedepot.com
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Reverse Discrimination
Posted on
Rating: 1/51
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 interupting 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.
     
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trmn8r on 04/06/2013:
This could be more a reflection on the neighborhood than Home Depot.
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Don't Get Burned - -Buyer Beware
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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 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 Jason 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 HURRAY- USE YOUR GOOD COMMON SENSE- DO NOT PAY FOR GOODS AND SERVICES IN FULL THAT YOU DO NOT HAVE AND APPROVE OF.
     
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unhappy999 on 09/30/2010:
Agree. Glad you didn't give them any money. Usually don't you have to pay half up front and then the remainder when the job is completed?
Obsfucation on 09/30/2010:
IRS doesn't rebate tax, but you misunderstand. What they are doing is giving you back a discount for the amount of taxes you would pay. It's pretty commonly done, and since IRS doesn't tax cabinets, they likely mean the sales tax.
werelucky on 09/30/2010:
Good review! I don't blame the designer doing their job with the hard sale or material. Demanding full payment for installation is unacceptable. Walking out was the right decision. Your best bet is to find a local contractor who did some work for your family and friends who did a good job and use them.
THD_Daniel on 09/30/2010:
Hello,

Thank you for your review. This doesn't sound quite right and I'd like to look into it further for you to see what is going on. Please email me the store location and who you've talked to and I'll investigate. Thanks.

Sheronda
Social Media Specialist
The Home Depot
Atlanta, GA 30339
sheronda_care@homedepot.com
anneb on 10/05/2010:
Thank you for this review! I thought I was crazy last night after the Home Depot designer left. After spending 1 hour 40 minutes in my home at night, getting all my attention, while my kids waited in another room, the designer pulled out all the preprinted contracts and told us we had to sign then or the deal was off the table! How ridiculous.. someone could have mentioned that was the catch before I wasted all that time!
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Kitchen Remodel
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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 that 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.
     
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spiderman2 on 04/29/2008:
I have said it before and I will say it again -- use a real contractor for things like this. Use people that specialize in cabinetry and countertops. Also, the last part of your letter is just an add-on. You certainly didn't care about the condition of their parking lot when you thought you were getting a great bargain.
Mr32 on 05/14/2008:
I worked for Georgia Pacific Corp. for almost 25 years, supplying materials to cabinet shops and larger manufactures of kitchen cabinets. In the last 15 or so years many cabinet shops have closed down because they can not compete with the larger manufactures. In this area most shops do custom work. There are many large kitchen cabinet manufactures out there that build a very good cabinet. Check around as to who they are and then find a local dealer. You will save money. Tom32 did not complain about the cabinets being poorly made, his post was about the incompetent sales person and the complete lack of customer satifaction. I have been to this store and it is dirty and the invetory is a mess. From the sales people up to the manager they are very sarcastic and do not respond to the customers complaints. I do not shop there anymore as Lowe's opened a store nearby. I saw the Tom32 and read the post. My name also has a 32 in it.
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Is convenience of HomeDepot or Expo worth a future trouble?
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PARAMUS, NEW JERSEY -- I have purchased omega kitchen cabinets from home Expo, Paramus, NJ, worth of 11,500$, spent most of my savings hoping to enjoy the beautiful cabinetry.

Cabinets arrived 90% damaged. Home Expo gave me a very hard time to replace damaged cabinets. My pantry that arrived damaged never got repaired and still at the store, same situation with 27 inch cabinet. After 2 months (!!!) the replacements arrived! (pls notes not all of them), but damaged again!

At this point I ask for a total refund, after a long wait, district manager refused to give the money back. Then I tried to get new replacements, but now the company saying that "no one could quarantine me any time frame". Meaning replacements could take another 2 months or even longer.

Today July 8,2005 I had a meeting with two assistant managers Steve and Orrin they were agreed to pick up damaged cabinets, but immediately started telling me that they will send a person who will be will determining what have to be replaced what not. In real life it means if this person decided that cabinet look "OK" even do for a normal person it will look damaged and could not be used, this cabinets will not get replaced.

At this point I'm very frustrated and upset, but I know that it is exactly home Expo's goal to make give up.
Only now I have realized that as soon as this company got my money I was out of the picture. I don’t exist for them as a customer any more. And believe you me no one is trying to resolve this issue in a reasonable time manner.

Store manager Fran I was dealing with got fired not long ago. Till this day store have no manager: everything is a mess. Two assistant managers have no knowledge of what is going on themselves and more than that no authority to make any decision.

In a mean time a recent interview with CEO of home Expo Mr. bob nardelli clearly showing how proud he is of the company, braving himself of becoming rich everyday. Yes it is no doubt that he is becoming rich.

Does he know what is really happening in his stores? Answer is "yes" he do, but the truth is he does not care, his goal is to get people to his store to spend savings of our life’s and if any problem occurred you are in your own.

You could ask “wait a second, but isn't that true that his company have a big customer resolution center in Atlanta with the customer service support and legal department?"Yes it is true. I have contacted them all.

Outcome is zero. Customer service is listening to my problem apologizing for inconvenience, promising to get back with the result in a day or two. But no one really do.

Legal department: I have written a letter, but no one got back to me either. And never will.

Is it obvious that bob nardelli created those departments not to help customers, but to protect himself from them?

Remember the add on a TV "we can do it, we can help!" with a nice smiley clean looking guy at the Home Depo store? Now when I see it I would like to rephrase it:" yes, we can spend your money, but after that we can not help!"

I would like to warn a people, pls think before you spent your money with this store.

Is convenience of Home Depo or Expo worth a future trouble?

Would you like to step in into my shoes and say “goodbye” to 11,500$?
     
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Home Depot Cabinet refacing
Posted by on
Rating: 4/51
CONNECTICUT -- OK-Here’s the lowdown on Home Depot cabinet refacing. It’s not cheap as you might think coming from a Big Box store—however: they do a great job. Unlike many companies (and contractors) they keep you in the loop, informed sand updated. They do things when they SAY they will. In all honesty, it was probably double what I expected, but with that said I really had no idea what it would run! The installer was here for four days and had a LOT of work to do. As a small business owner myself, I appreciate the time he put in as well as getting PAID for time spent. Everybody wants everything done right, fast and FREE. I'm sure there are cheaper options, but I feel this installation was carefully done and not a hack job. Would painting my existing cabinets have been cheaper? You bet. Did I have the time for that…no way. These really do look and feel like new cabinets—not some cheap cover-up job.
     
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