CHICAGO, ILLINOIS -- Sadly, I did not read the Carpet Professor website, which warns against big box stores like Home Depot for carpeting. I had a higher end carpet installed in 2007. I used Home Depot's contractor. Within a week it had wrinkles all over, but I didn't do anything because of the hassle of moving furniture and lack of time. In the process of preparing to sell, I had a stretching company come in. The installation was incompetently done, bent wood nails where there was cement, far more seams than there should have been, and the carpet was delaminating like a zipper.
Note that the Home Depot warranty for delamination: ONE YEAR. Yup, and because I used Home Depot's installers, they of COURSE would not mention if they were installing old, delaminating carpet to begin with. So why two stars and not one? Because when I called Home Depot with this, they always promptly responded and were courteous right up to the point where I learned how poor the warranty was. So...kudos for customer service, but a big STEER CLEAR based on product and services.
WHISTLER -- Ordered carpet and underlay from Home Depot (for 6 rooms). Paid for it and booked the install for 3 weeks later. Two days before the install got a phone call that the carpet wasn't ordered and wouldn't be available for two months. Went to Home Depot and told "well nothing we can do - pick another carpet or we will give you a refund."
Picked another carpet that we "could live with" then told 4 days later that the carpet missed the shipment and it won't be here in time for when our renter moves in on Dec. 15th. Managers now won't return phone calls. Now told "well you can choose another carpet." Called rapid install which is garbage or we can get our money returned. Thanks a lot Home Depot!!!
AVON, COLORADO -- I went to Home Depot early in July to order some carpet (because it is the only supplier in the area). After waiting nearly 45 minutes for a representative to assist me at the carpet counter, I got my quote scheduled for someone to come out and measure. You would think that something as simple as coming on the right day for the measurement would be an easy task, but they showed up on the wrong day when I was at work, so therefore they were unable to get in the house. Delaying the measurement until another day when we could reschedule.
We finally settled on a day when I could get them in the house (that we were not yet living in at the time) to measure, and I told them to call me when they got there so I could be sure that they got the correct rooms measured. Of course they did not, and I received a quote for $500 dollars over what they had initially estimated. I reviewed the measure, and found that they had added on an additional room DOWNSTAIRS, when I specifically told them that it was only the upstairs that I wanted carpeted. Normally, I would be shocked by the quote, but after seeing how shady Home Depot is with the quotes and estimates, I kind of expected it.
After straightening things out, we finally ordered the carpet and they told me it would be a few weeks until the carpet arrived. They then send you off to some company called Home Solutions that takes care of the install. You have a better chance of getting hit with lightning than you do getting a hold of these people on the phone. 6 WEEKS LATER, they call and tell me that the carpet had arrived and we were ready to set up an install date. We decide on a date and then they told me they would call the day before to specify an exact time.
After calling them and leaving several voice mails the day before to try to figure out when these yahoos were coming, it climaxed with 0 success... leaving me to wonder if they were actually going to come or not. The next day, which I had requested off from work (day of supposed install), I call several more times in the morning to try to figure out when these mystery men were coming to lay my carpet. NO ANSWER ALL DAY LONG. They finally called the next day to apologize on their techs calling in, and we proceed to set up another install date.
At this point, I would've gladly taken my service elsewhere, but we live in a remote mountain area with good ole' Home Depot being our only option. Anyways, we set up another install day, which I can't make, but my dear wife who had just had a baby was able to get off work in order to be there. Two days of missed work out of our budget to try to accommodate these people to lay our darn carpet that we paid plenty of money for. Well, wouldn't you know it, the same issue of not being able to get a hold of anybody to figure out when the hell they were coming to our house.
The day of rescheduled install, we've finally got a call from one of the techs saying they wouldn't be there until the afternoon now. Perfect. Wife has an appointment for our infant son to get to, so I leave work early to get to the house to let them in. More money gone. The installers work until late that night, and you think at this point, with the steam coming out of my ears from this whole ordeal that they would be sure to clean up well. They left all of their scraps and the giant leftover pad that I now have to take to the dump and spend more money on.
WOW Home Depot, I hope you're proud of your customer service and glad to know that I will never be coming back to you stores anywhere in the country as for the rest of my friends and family. I will deliberately drive 50 miles out of my way just to make it to another store where they will actually appreciate us as customers. For anybody out there trying to decide if Home Depot is the right place for you for your install, say NO, just like you'd say no to drugs. Run away as fast as you can. I am not the only one with this same heartbreak. I have had friends and family from other store locations with the same problems. Hope this helps!!!
STOCKTON, CALIFORNIA -- My husband and I went by Home Depot last weekend and spoke with Dan **, flooring specialist about replacing the carpet. While Dan assist us, I asked if Home Depot would replace the carpet only since the pad is still in good condition. Dan stated whatever we need. So, of course I picked out the carpet, scheduled measurement, and paid the $50.00.
After the measurement, I called the Home Depot flooring department to get the quote price and was told the pad must be included. When I try to explain that I have never agreed to the pad, but the carpet. I was turned down due to their policy. I was pissed! How can Dan tell me it was okay and now the store manager confirmed that it must be done with pad and carpet for the installation to take place.
This was one of the reason why I did not select the flooring pad thickness (and only the carpet) because I honestly thought carpet was the only thing I will replace. Yes, it was very disappointed! Dan stated he worked for numinous of years in the flooring department at E. Hammer Lane... Only to give me incorrect information! I even got the chance to speak with Dan when he called and I make sure he got my two cents for not accepting the fact that he was at wrong. I hope he learned his lesson.
Wish I could of recorded the conversation as proof during the visit with Dan. Unfortunately, I did not so it was he said and she said. Due to our deadline, we must go with Home Depot. I hope this is the end of our bad experience with Home Depot. I wish Home Depot would improve on their investigation and give customer a chance to be right, too. In this case, we believed he was covering it up to protect his job. "You can do it. We can help" part of their mission, will I have to say this is not true. After everything, I did apologized to the store manager for being frustrated and I hope to receive a better experience the next time around.
WASHINGTON, PENNSYLVANIA -- I am a contractor whose customer purchased carpet through Home Depot. The workmanship was terrible. Every seam on the job can be seen along with many other mistakes. They used Mexicans to install who couldn't speak English.
They arrived in a van that was out of inspection for over a year. They used the bathroom every time they were in the house without asking. The first time the water wasn't turned on in the house yet. We have been lied to and pushed to one person to the other with no help in fixing the problems. I have had a expert look at the job and he said "these seams cannot be fixed." Don't buy carpet from Home Depot.
SAN LUIS OBISPO, CALIFORNIA -- After 18 months of having my carpet installed by Home Depot it looks like it's 20 years old. I supposedly purchased the higher end quality with a written warranty. After filling a warranty claim after multiple phone calls, e-mails, they simply will not honor the warranty. From the get go they started looking for excuses. Why not to honor my warranty: First they suggested the installer was to blame. Secondly they suggested that maybe a carpet cleaner, pets (which I do not own) and so on..... I felt insult to injury by the protocol they have in place on how not to honor their written warranty. Save yourself time and money. Avoid the Home Depot,
LOUISVILLE, COLORADO -- Tip: Before you decide to purchase a new carpet, just pinch a few strands of the carpet sample between your thumb and forefinger and pull. If you pull out some fuzz, you may want to keep on looking. This little test would have saved us a lot of headache...
We purchased 124 square yards of Mohawk carpet from the Home Depot store (Louisville, CO). Our problem is that it fuzzed terribly. We later found out that it was made with polyester or PET fibers, and not the normal nylon fiber construction. It was from their "special purchase" display. The sales person indicated that it was just as good as their other carpet on display, but it was discounted due to the large volume that Home Depot purchases. They failed to mention the shedding problem. We nearly trashed our new Oreck vacuum trying to remove the fuzz. Then we bought a Dyson vacuum cleaner and vacuumed another dozen times.
I understand that some fuzz is perfectly normal, but this carpet just keeps shedding massive amounts! The customer service at Home Depot has been dismal. First there was a week of delays while they had to talk with different store managers, who seemed to always be away in training class. Next, they told us that we had to keep the carpet installed for three months before the carpet manufacturer would come out to look at it. What a bunch of run around. They have yet to respond in any way to indicate that that customer satisfaction matters to them.
Even after constant vacuuming, if I kneel or sit on the floor while wearing dress clothes, they get covered with hundreds of tiny micro fibers. This sure seems like a potential serious health hazard. We certainly do not want our children inhaling these fibers while playing on the carpet. The quality of this carpet is awful! It looks like we will probably have to go to a real flooring or carpet store to purchase a carpet that does not shed constantly. Unfortunately, we learned an expensive lesson.
Don't expect to go to a big box store like Home Depot to be educated on anything. Their flooring specialists are not properly trained - even on their own products see updates. Update #1: After submitting our frustrating experience on my3cents, we promptly received an email from Home Depot consumer affairs stating that they would look into the issue. Later my wife received a phone call asking for more information. She was informed that they would contact the local store to see what they could do to deal with this problem. We were very impressed with the fast response from Home Depot corporate!
But, since then, over a week has passed by and still no response from the Louisville CO store. The breakdown in communication seems to be with the Home Depot local store manager. He has failed to return any of our calls as well. Update #2: Since our local Louisville, CO Home Depot Store manager seems to have decided not to respond to us at all. (No reply to phone messages, no "sorry we can't help you letter", nothing.) We went ahead and purchased 124 square yards of new carpet and had it installed. To add insult to our already sad Home Depot carpet experience, we had to pay someone to have Home Depot's lousy carpet removed!
We purchased our new carpet at The Carpet Exchange. The Carpet Exchange sales person was very helpful and very well trained. The new carpet was only slightly more expensive than Home Depot's "special run" carpet. And instead of having to wait several weeks for delivery, they installed it three days later! The real test was when we vacuumed the new carpet from Carpet Exchange. Once over cleaned up all of the cuttings from the carpet installation. The second pass was basically clean, no fuzz, no clogged vacuum cleaner. Now this is how a new carpet should be! We now feel that it is safe to let our kids play on this carpet.
Needless to say, we are very disappointed with our Home Depot's lack of concern for customer satisfaction regarding this issue. We like the selection of materials at Home Depot. We have purchased nearly all of our remodeling and basement finishing materials through them. The Home Depot used to be our first stop for all of our project materials. Until now, we have never had to test their customer service. Sadly, now that we have experienced first hand that Home Depot will not stand behind their product, we will look elsewhere for any future major purchases.
Update #3: We recently received a settlement letter from Home Depot Corporate. They basically offered a 50% refund on the carpet only portion of the invoice. We feel that this is reasonable and we will be accepting this settlement. To be perfectly honest, we would have been satisfied with less monetary compensation, if our Local Home Depot store management would have demonstrated any concern at all about customer satisfaction with regard to this issue. Even with this settlement agreement, it will take a long time before we feel the same enjoyment as we used to when walking into a Home Depot store.
Update #4: Well it's been a month since we faxed in the signed agreement. We have not heard a word from Home Depot corporate. We are starting to wonder if they are going to follow through at all. Update #5: We tried to call the Home Depot "Resolution Specialist" who signed the Release Agreement that was sent to us. He does not answer the phone or return any of our calls. All we are asking in our phone message is for an update on the status of this Agreement. It doesn't seem like this is an unreasonable request.
We did our part and signed the agreement, faxed it and mailed it, but have had no response from Home Depot's Resolution Specialist for over 2 months! It seems that Home Depot is truly not serious about customer satisfaction. It sure makes me wonder what their motive was for sending us this agreement in the first place.
Final Update: Well, Home Depot did finally come through and honor their settlement agreement. We have taken the check to the bank and are waiting for it to clear. As soon as their check clears, we will consider this issue resolved and closed. Home Depot customer relations sent us a gift card today. I consider this a very smart move on their part to get us to start going back into their store! Thanks!
Settlement agreement offered and refund received by customer.
ALBANY, NEW YORK -- I was very excited to have my carpet installed by Home Depot today. Waiting for this day for a long time. I asked in the $30.00 pre-installation measuring that was done weeks before that I had bought cork board. I wanted to go down first before the padding and carpet as it is just a concrete slab for a foundation. Being as I am disabled with Multiple Sclerosis I physically can't do it myself. I WAS ASSURED BY THE PERSON DOING THE ESTIMATE THAT "IT WOULD BE DONE NO PROBLEM".
Well when the installers finally came they inspected the area they were going to put down carpet in and I told them where the cork board was to put down. They had no idea what I was talking about and told me it wasn't on the work order they had. They got their manager on the phone and he told me that they will not install the cork board. It will void the warranty. They dropped off the carpet and padding into my garage and told me to call and schedule another installation date when the cork board is down. I have no idea who to call to put down the cork board. I would like suggestions please.
ST.AUGUSTINE, FLORIDA -- We bought carpet from Home Depot. Rooms were measured and carpet was ordered. First it was due in about two weeks. Then it was another week or so. After almost a month the carpet had arrived but the installers said H.D. did not order enough so we waited another week or so for the rest of our carpet to arrive. We were instructed to schedule installers which was another week. My husband moved one room of furniture to save $50.00.
We were Emailed a picture of our installer who was black but two very disgruntled white guys showed up and informed us they did not have enough carpet so H.D. told them to just piece it. When the carpet they had was unrolled it was dirty! So we are back to square 1. We are looking at wood floors now. And not at H.D.
PORT CHESTER, NEW YORK -- DO NOT BUY HOME DEPOT CARPET!!! I purchased 2 years ago Martha Stewart Living Mount Vernon Carpet (for $6,000). After 6 months it looked like it had been in the house for 20 years (note we do not allow shoes in the house, or eating outside the kitchen). We have spent the last 2 years trying to get Home Depot to make it right. They sent 2 inspectors from the manufacturer to look at it (a little self serving, don't you think?). They also sent the assistant manager of the store who agreed with us and told us "we buy a lot of carpet from Shaw, we will make this right". It looked old, stained, and worn. They did not make it right.
The "warranty" is useless. They do not honor it. All I can do is warn you to buy carpet from a reputable place who will stand behind their sales. Do not use HOME DEPOT. They do not care about its customer. From Home Depot's website, the carpet " guarantees long lasting performance with 20 year abrasive wear and texture warranties as well as a lifetime stain and soil warranty". This is a joke! Good luck collecting on this warranty.