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Replacement Window Installation Nightmare
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HARRISBURG, PENNSYLVANIA -- Last year we hired Home Depot to replace some windows in our home. It was supposed to be done before the end of December, but the man who came to measure them did it wrong. When the installers came to put the windows in, they didn’t fit. New windows had to be ordered, and the whole process was pushed back a couple of months.
When the installers came again, we were the victims of the worst possible work. Naively, I thought they were Home Depot employees. I had no idea that they were subcontractors with their own “company.”
First, they smashed the windows out without taping them or doing anything to make sure the glass did not go all over our yard. All they had was a tarp one story or two stories below the windows to catch the glass. This was in the midst of a windy winter day.
They used a reciprocating saw to cut the wooden frames of the windows out. In the process, they damaged our existing moulding. That was ignored.
They got caulking on the floor and tracked it throughout our first floor. Again, that was left for us.
However, the worst part of the job did not immediately come to light, and that was the extreme amount of broken glass left all over our yard and driveway. We did not immediately realize the glass was there because there was snow on the ground. As the snow melted and our dog’s feet were cut, we recognized what we had been left with.
For two months we attempted to rid our yard of glass by picking it up as we saw it. The problem was that the area involved was extensive. Not only had the installers smashed out windows on two sides of our house, but they had drug the tarp covered with glass around the house and to the driveway. Glass was being dumped the entire time.
Finally, in early April I contacted Home Depot about the problem. They claimed to be very supportive of our situation. However, one of their resolutions was to send the same incompetent crew of window installers back to pick up the glass. We had already told them that a professional landscaper said the only way to clear the area of glass was to scrape it off and put in new sod. However, we were subjected to the people who caused the problem again being in our home.
They picked up glass for a couple of hours and came to tell my husband they were done. He walked out and promptly picked up another hand full of glass. When he showed them, they stayed for another ½ hour and left. No surprise, our yard is still full of glass.
We were then told to get a professional to come out, evaluate the situation, and place a bid to resolve the problem. We had two companies come out. However, now that the bid for repair has been submitted, we are being jerked around again.
It has been over two weeks, and we are now told that it may take up to 90 days for their insurance company to approve repairs. That means that the bulk of the summer will be spent avoiding our yard because it is still dangerously glass covered. Plus, by the time they approve payment, it will be too late in the summer for sod to be put down. We will then be left with a huge area of exposed dirt once the glass filled sod is scraped off.
The bottom line…We paid to have windows replaced. We trusted Home Depot to send us quality workmen. They sent us subcontractors who did a terrible job, and we are still dealing with the aftermath.
     
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Kurizumaru on 2011-05-18:
It sounds to me like Home Depot is doing everything they should be to make things right. There is a process and it does take a while. I'm not saying it's right and I don't think this subcontracting company should have been hired by Home Depot, but it sounds like your complaint is mostly with them.
doglovingreviewer on 2011-06-12:
Home Depot sent the same people who caused the problem in the first place out to fix it? That is not trying to make things right. That is avoiding resolving the problem and pretending to help the customer. I think that subcontractor should be fired or severely disciplined. A yard full of broken glass is a major safety issue.
drnoone on 2011-07-25:
I had 19 windows installed by The Home Depot and let me tell you It was the most impressing home improvement project by far. I had all triple pane windows installed. I don't know how your windows were removed but when window installers remove a window they don't shatter the glass to get the window out. I can asure you that The Home Depot fired them contractors! The last thing Home Depot wants is a bad name for installation being the largest Home Improvement company in the world. I would recommend using The Home Depot install services to anyone. I am doing a siding project this year by The Home Depot also. Can't wait.
doglover on 2011-12-22:
Couldn't be any happier with my install. You had some issues, but it sounds like they are trying to work with you. What would an independent window installer do for you other than run the other way when you had a complaint?

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Special Order Blinds
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GREENWOOD VILLAGE, COLORADO -- On 4/6/10 I met with an associate about having blinds ordered and installed for 19 of our windows in our new-build home. We paid the $85 deposit for the installer and were given the sample book to take home and select our blinds.

On 4/10/10 the installer had come over to our home to measure our windows for the blinds. He wasn’t the most professional, as our home is a new-build and we have new carpet. He kept his shoes on (and did not have any kind of shoe covers) as he walked through our home.

On 4/15/10 I went in to the Home Depot in Greenwood Village (store number 1509) and met with another associate in the window/blinds department. She had said that they were running a sale on their Bali Today blinds of 30% off. She had also said that they had some in stock in the color that we were looking for, however, that we would be better off ordering them from the manufacturer because they can cut the blinds more accurately.

Originally, I had wanted to go with the real wood, but she assured me that the faux wood would have been better because that they were more fade-resistant in the Bali brand. I also wanted to go with the cordless option, but she had told me that it was not available with the blind that I was selecting. So, after discussing these items with her, I opted to go with the Bali Today brand, in the faux wood, with the cords. She placed my order and said that it would take anywhere from 7 to 14 days for the blinds to be delivered to my home. She said that most of the time the blinds tend to “trickle” in (they do not all come in one shipment), and that they typically start arriving in 5 days. I paid the full amount of $2,029.09, and awaited my blinds.

4/30/10: It has been two weeks + 1 day, and we still have not seen one single box arrive. An associate for Home Depot called me and informed me that my blinds were on back-order and that they would not be delivered for another 14 days. She said that they should be at my home by May 14th. She said that she was “sorry” and that was all that she could do.

5/14/10: It has been two weeks from the previous phone call, and we still have not seen one single box arrive. This time, I did not get a call from anyone at Home Depot.
On 5/17/10 I sent an email to the CEO as I was extremely frustrated that it was over a month ago that I had ordered and paid for my blinds, and still did not have any product. I also submitted a complaint on Home Depot’s website, in hopes that someone would be able to find out what was going on with my order. Around noon, I received a call from a corporate employee who informed me that she worked for the CEO and was responding to my email. She asked me if I had heard from the store manager. I told her no. She said that she had called him and asked him to call me in reference to the issue. She said that she would call him back again. 6:30 pm: the store manager called me and had also sent me an email requesting to speak with me about the blinds order. His email stated the below:

I would like to speak with you about your window covering order as well ensure you receive your order complete and to your satisfaction. I apologize for the time it has taken to receive your order and am currently working to find the answers as to where and when it will be arriving. Please feel free to call or e mail me at your convenience so we can discuss all the issues and ensure this is resolved immediately.

I called him back shortly after receiving his voicemail. He was apologetic in the situation and had assured me that he was doing everything he could to locate my order. I expressed my frustration and how I was perplexed that my order was so difficult to locate. He said that he would do everything that he could to make sure that we get our blinds and that we were happy with the results. I discussed discounts/rebates/compensation for the inconvenience and the time and he said that he would like to make sure that we get the blinds first and that they are satisfactory, and then he would discuss any kind of monetary compensation after that point. He said that he would call me back the following day before noon to let me know what had occurred.

On 5/18/10 the store manager called me back around 11 am and had informed me that my blinds had been put on back-order due to some issues that they were having from the manufacturer and that they had to be shipped from China. He also stated that my blinds would not be arriving to my home until June 16th. He said that if I wanted to go with a different manufacturer, then he could see what kind of a time-frame we would be looking at for delivery. I clearly stated to him that if I go with that option, then I would like either a comparable or better quality blind, that I do not want to pay any additional money for them, and that I would like them within a reasonable time-frame. By now, a reasonable time-frame to me was within 5-10 days. He agreed, and said that he would check with different manufacturers to see what he could come up with. He called me back around 2pm and said that he could offer me a Levolor blind and that it could be delivered by June 4th. I had asked him if that would be an additional charge (as I am aware that Levolor is a more expensive blind) and he told me “No, it will not be an additional charge.” Not completely satisfied, I agreed to go with that option. He said that he would have his Install Expeditor call me. He also gave me her phone number.

By about 3pm, I still had not heard from the expeditor, so I called her. She said that she had just spoken with the store manager about the issue (this was an hour after I had initially talked to the store manager). She said that if I wanted to come in and pick out the color then she could call the manufacturer to make sure that they were in stock, and we could order them. I agreed, and told her I could leave work and would be there in 30 minutes. 3:30 pm I met with the expeditor in the store, and selected a color in the Levolor blind. She called the manufacturer and they said that that color was on back-order. Becoming more frustrated, I agree to just take the sample book home and try to select another color that might be a good match to my home. She told me that if I wanted to give her a call the next morning with my color selection, then she could get the order in. She said that if she placed the order before noon, then it would be processed that same day. I agreed that I would do that, and left with the sample book.

On 5/19/10 I called the expeditor back (per our conversation the previous day) at 8:05 am. I left her a voice message with the three color selections that we had picked out and had asked her to call me back. After not hearing from her, I called her back again at 11 am. She had stated the day before that if we got my order in before noon, then it would process that same day. I was trying to make sure that my order got in before noon. I left her another voice message. I also called the store manager at 11:50 am to find out if maybe his expeditor wasn’t in. I ended up having to leave him a voice message as well. At 1:20 pm, I went in to the store to return the color sample book. I still had not heard back from the expeditor. I went to the service desk to ask for her, and the associate behind the desk asked for my name. I told her, and she said, “first and last name”? She said that she saw my file sitting on the expeditor’s desk. This was frustrating because she had never called me back… The expeditor came up to the front desk, and said that she had not checked her voice messages. She had not checked her voice messages from 8 am until 1:20 pm? Why would she not check her voice messages when she had my file on her desk and was awaiting my call? I gave her the three color selections, and she called the Levolor office to make sure that they were not on back-order and that they had the colors in stock.

After about 10 minutes, she was able to confirm with them that our first color selection was in stock. She verified with them that it would take roughly fourteen days for them to be manufactured and delivered to me. She said that they would be delivered around June 4th. Still not 100% satisfied with the delivery time-frame, I elected to go with that option. I gave her the specifics of what I needed and left the store. The store manager called me back at 2:40 pm to inform me that there was an issue with the pricing. He said that because we were going with the cordless option (which I had wanted in the first place, but was told it was not available with the type of Bali blind that I was ordering). He said that I would have to pay an additional $1,400 if I wanted to go with the cordless. This was completely contradictory to our previous conversations. I had told him that I did not want to pay any additional money. He was the one who had suggested the Levolor blind, but had assured me that there would not be any additional charges for the blinds themselves. He also did not mention any additional charges for any kind of upgrades. Not wanting to completely come unglued on the phone, I asked him if I could just call him back within an hour to figure out what I wanted to do next.

I called the store manager back at 3:40 pm and told him that I would just go with the corded option, as I did not want to pay Home Depot any more money. I also asked him if there was any way that he could expedite the shipping (as I’m fully aware that there is not anything that can be done about the time that it takes to manufacture and cut the blinds). He said that would most definitely look in to that. Then he informed me that we had another pricing issue. He said that because I was going with the Levolor blind that there was another $1,700 difference. He said that he was only authorized for up to $1,000, and that he would either need to get approval from his corporate office for the additional $700, or I would have to pay for it. Again, I did not want to pay Home Depot any more money. So I asked him to go through his corporate office to get approval. He said that he could not guarantee that they would approve it, and if that were the case then we may have to just go back to the Bali order…the one that would not get to me until June 16th. He said that he had already sent in the request to his corporate office (to the same woman that I had spoken with), but did not have a phone number to call her. I told him that I had the phone number, and gave the phone number to him. He told me that he would call her “right now” and then would call me back. He never called me back that day.
On 5/20/10 at 7:46 am I sent the store manager an email asking what the status was on the approval that he had submitted. I also asked him to please reply to me via email, as I was going to be in and out of meetings during the following two days and did not want any information to get convoluted or lost in translation. At 9:10 am I received the following email back from the store manager (he had also copied the corporate employee on this email):

My apologies… I was under the understanding that you were going back to speak to your husband and would call me back in an hour after we spoke at 3:40. We spoke to the $1700 difference in cost for and the portion in difference you were potentially going to incur. As for the partnership with Customer Care. I have only been able to leave messages for _______ at Customer Care and inform her of our conversation. I have yet to hear back from her at this time. I will be in contact with you as soon as I receive a reply.

My reply:
Actually, I had called you back at 3:40 (after we spoke at 2:40) and I had already spoken with my husband. You had told me that you were only authorized to cover $1,000 of the $1,700 difference and that you were going to have to get approval for the additional $700 from your corporate office. I’m not trying to be petty here, I just do not want to pay an additional amount for an error that was not created on my end. I’m not sure if you recall, but in prior conversations that we had had, you had offered me to go with the Levolor blind because you had said that it would be shipped to me prior to the time that Bali would be able to ship my order (original date should have been 4/29/10 then it was delayed to 5/14/10 and the new date that you had given to me was 6/16/10). You had also assured me that this would be to no additional cost to me. I am just trying to make sure that that agreement is being honored. I hope that you can appreciate my frustration with this whole issue, as all that I’m trying to do here is receive a quality product that I have already paid for. Thank you for your effort and your attention to this matter and I look forward to hearing back from you.

I called the corporate employee at 1:55 pm (because I had not heard back from either one of them via email or via phone) to find out what the status was on the above email. She more or less had no idea what I was referring to. She said that the store manager would not have sent the request for compensation to her, but that it should have gone to someone else. I tried to explain to her that this was not a compensation issue, but was more of an order issue. She said that she would call him right now to find out what the status was, and would call me back. She called me back at 2:15 pm with the store manager on the line and he told me that the overage was too excessive and that I would have to go with the Bali blind. That would mean that I would still have to wait until June 16th for delivery. And even then, he could not guarantee that date. He said that he could give me $500 back. I told him to just cancel my order and I want a full refund for my blind order and that I will never shop at Home Depot again. The corporate employee told me that it would take about 7 days for my credit card to be refunded. We’ll see if that takes another 4 weeks…

There are three issues here that I’m extremely upset about. First of all, I paid for a product (in full) that I never received. The estimated time frame kept on being pushed out, but no one bothered to let me know exactly what the issue was, or even looked in to it. Second was that the store manager made had offered me a product that he was not able to uphold/support. Third was that I wasted about another week’s worth of my time, only to be back at square one. Oh, and I still don’t have any blinds.
     
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momsey on 2010-05-21:
Long review, but very good. I'm sorry for your experience, if I were in that situation I'd be flipping out.

Good luck getting blinds!
doglovingreviewer on 2011-01-17:
Have you gotten a refund from Home Depot yet? If not, I suggest you dispute the charge with your credit card company. If that still doesn't bring results, this is what you should do: file with small claims court, and contact every newspaper and TV station in your area. Maybe they will run a story about Home Depot's horrendous customer service.
Steve in Maryland on 2012-07-01:
I have a Bali book from our local Home Depot. While your problem stemmed from bad personnel in your store, I'm not going to take a chance by ordering through Home Depot. I'm going to go online and save myself 1) a good amount of money, and 2) the problems of potentially dealing with the ridiculous and incompetent Home Depot staffers you did.
Cheryl on 2014-01-13:
WE went in to HDepot 7 times and dealt with a half dozen people and it too us from Oct until Dec 10th to finally order, wait finally receive our blinds January 11th and have them installed. We got the real wood for the family room and they have a number of dark spots which I won't ask to have redone (might never get them back) and the installer needs to come back to tie down my garage blinds and straighten a couple of others. We didn't notice before he left. He said he will return for the tie downs and I will ask him to then straighten the two that are not evenly mounted. Otherwise, I like the Bali blinds. We paid upfront and waited too. Also had an issue with our dishwasher there. We traded a too tall nice one for a not too good one and were willing to keep it until I saw the small dents in the door and one in the back of the tub. Then I realized the back was pushed in. The manager I spoke with said he had to contact GE and I might have to wait for it to be fixed. I had already been without a dishwasher for several months and we bought a houseful of new appliances besides houseful of blinds. Finally, my husband emailed corporate HD and they made concessions based on all the misery we had with the blinds. We almost let them do our counter tops and floors. We won't now. Sympathetic with your dilemma.
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Ordered a Matching Bay Window Through the Home Depot....A Simonton Bay Window
Posted by on
Rating: 1/51
LAKE ORION MICHIGAN, MICHIGAN -- I was lied to by the Home Depot sales representative I told him that I wanted a bay window that would match the Bay Window in my Living Room. Match means same color inside and outside, as all the windows in the house was white inside and out. Match means the same size window panes. Match means the outside and inside structure would be the same.

The Sales Rep cancelled our 3:00pm appointment because he said...."he had been given a 2:30pm appoint on the same Saturday." He called us at 2:45pm. I asked him to call us after he was through with his 2:30pm. appointment to set up an appointment for Sunday as he had to work. He never called and arrived during our dinner hour. The Man I thought was writing down all the information I was giving him, plus he took many pictures of the window that he was going to reproduce. He measured everything, but never wrote it down as far as I can see. He had me sign a blank page that indicated my down payment. I asked him what the new Bay Window will cost, and he said......"he would have check a few things and call me back on Monday, Monday Afternoon at the latest." He never called on Monday or Tuesday. I finally got through a daisy chain of four corporate women that said "they have no authority as to this matter but will call another woman who called the sales representative to call me.

After waiting 2 hours I when through the daisy chain again, and again received no call from the sales representative It is the next day and through the daisy chain I was able to get a hold of the sales manager Jeff, and was no help because of a very week spine. His position does not allow him to make any decisions or he is afraid to make any decisions. Meanwhile, the installing company came to check on the sales representative paperwork.

Mike was a very nice gentleman....and when I told him I wanted a duplicate of the living room bay window..... size of window panes, exterior and interior white, the seat is to be insulated along with the sides and top. He took notes and many pictures. He stated "........that he did not trust the sales representative " during our discussion about my frustration.

When the delivery and installing the bay window it was noted that a major part of the interior was birch instead of white, The window panes are smaller than the one to be copied . We lost four inches off the center window, which can be seen from the street. I wanted a balance, as both original windows we balanced from on the house and could be seen from the street. The outside of the new Bay Window is built in a colonial style that does not match the original Bay Window.

As of this date, the Home Depot window fogs up with high humidity (Four Times from July 19th. While all my other windows made by North Star did not fog up either time. I also asked the Home Depot Sales Rep.If they sell any other brand of windows that I could select from, and I was told "......that is my only choose, The Simomton Brand. When I went to Home depot I was shown several brands including Anderson, which I would have chosen. The Presidents of Home Depot and Simonton will not talk to me.

My only choice is to take them all to District Court #52 in Rochester, Mi. Which my attorney has already started . And do every possible to get the sales rep. and the sales manager fired.
     
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DebtorBasher on 2013-07-24:
I would never, ever sign a blank page. They can write anything they want on it after you sign it.
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Install Door Cause Blackout My House for 2 Days, and Insist Because of My House Is Defected.
Posted by on
Rating: 1/51
DENVER, COLORADO -- Contractor of Home depot finally complete installation of front door. I requested to everything to Homedepot include installation.

Then my house had blackout from that night. I though it was breaker down or electric panel broken so I called electrician to check.

What a surprise, when they install the front door, they use long nail to hit electric tube inside drywall cause short for electric of my living room. It cost 850$ for fix so I took piece of paper proof why electirc tube broken because of nail hit and I took pictures and go to Home Depot.

They(Mr. Supervisor of customer support of installation) insist "electric tube cannot be close to door"."electric tube inside drywall should not be close to door that's your house' fault, Home Depot can nothing they can do"

HOW COME I CAN CHECK ELECTRIC TUBE INSIDE THE DRYWALL. Electrician told me there is not illegal location or location was right place and even staple to the side of front door, there is enough space if they did not use long nail so there is no illegal location, no contract of installation said location of electric tube.(actually location of electric tube is right place.)

-I paid $50 extra money for checking the house before installation.
-not illigal location no contract of installation told me location of electric tube.

- only reason they break it because using long nail and hit electric tube cause 2 days blackout.

why I change the door? why people buy the new door and install?
A, because of there is no door for house? no!
B, because of the door does not work for open and close? no!
C, because new door has some new technology such as wireless network? same for 50 years!

Because we want house LOOKS BETTER.

Now the cracking of drywall (they break it, but they insist there was almost crack before installation, so they don't fix it. ugly!) with huge big hole with ugly electric tube inside for one week and no response from the supervisor.

I try not complain quality of the door installation was lower than average quality. (lock seem loose, location of lock is not straight,) cracked drywall because of the wall had hairline. Cost of installation was 1.5 to 2 times expensive than regular contractor. But long nail hit electric tube and make my house blackout for 2 day and it cost $850 for fix it. It takes 4 days already with keep opening drywall because Home Depot inspector need to come to my house check 5 days!!

And their response was "electric tube inside drywall should not be close to the door."

Please tell me any customer convinced by this response and agree their response?
"oh sorry I should open drywall and checked the location of electric tube before requesting installation of front door." I don't' think so. They think we do not have any knowledge about electric tube, so try to cheat us to convinced me with such a stupid excuse. We are very lucky electrican was at home and that was totally not truth. (this supervisor of Home Depot try to cheat me and avoid responsibility. His position call "supervisor of customer support of installation"

What I hear from them and their attitude and what I can hear is only:

"HOME DEPOT DOES NOT CARE CUSTOMER"
"HOME DEPOT DOES NOT CARE CUSTOMER"
"HOME DEPOT DOES NOT CARE CUSTOMER"
     
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Terrible Door Install From Home Depot
Posted by on
Rating: 1/51
ST.LOUIS, MISSOURI -- We purchased a door from HD. Upon entering your store we found the exact entry door and storm door that we wanted. We began the process, by scheduling time for someone to come measure our door. The guy came out and measured. We were told we couldn't place the order for our door until the measurements were sent back to HD. After a week and a half we finally got the go ahead to come in a place our order. We arrived at HD to order the doors we wanted. We spent at minimum 3 hours in your store placing our order. We were told that our door would have to be custom ordered due to the measurements. Every single option that we picked out for our custom door, didn't work. We were told that certain doors can only be ordered in certain sizes and certain colors we wanted were unavailable for our size door (custom ordered door mind you). FINALLY after we had to settle for colors and doors that we originally didn't pick out but these were our only options, we ordered our door. We were then told we had to wait for the installer to call us in a week so we could schedule the install. AFter two weeks, we finally got fed up and called HD about not being contacted. HD eventually got tired of not being able to get a hold of the installer as well and gave us the installers number so we could contact them personally. We did this, and were told by the installer that we couldn't schedule a time to install until our doors came in. So then we called HD back and they advised us that our custom order door was on back order and it would be an additional two weeks before it would come in. This process took almost TWO MONTHS!!!! Finally we called the installer after we got word that our door was in, he said he couldn't get to us for another two weeks!!!! We called HD to see if there was another contractor they could send out as the holidays were arriving soon. FINALLY we were promised an install date.
The installer came out, was installing the door, we noticed that the door was crooked to the right. My husband then got his own level out and started checking the door... the installer came rushing up to him shewing him away from the door, demanding that we not check his work and "its not going to be flush, it won't be straight. I don't know why you are checking it!" I asked why it was crooked. He yelled at us and said, "This is the best I can do, you'll just have to deal with it!" We told him absolutely not would we just deal with it after we spent more than $1500 on this door and $400 alone was for install. He said, "too bad." He then said, "If you don't like the work I have done then I am not going to install your storm door." We contacted HD immediately and they asked to speak to the installer. We handed him our phone to speak with Franchesca and they began arguing over the phone. Franchesca and a pro installer by the name of Tom, came out to our house within a half hour. They seen the crooked door right off the bat and were very frustrated with the installer I believe his name was Jim? who works for the company DEM. They started going over options on how to fix the door and we were told by Franchesca that they "would take care of us." The next day we were scheduled for the same install people to come out and work on the door again. They arrived and simply added a wider frame to make an illusion that the door was straight. Our door has a center glass oval which is very obvious just by looking at the door that the glass is leaning (door is crooked). After a few days we had no word back from Franchesca on how she was going to take care of us after dealing with the installer, a permanently defected crooked door and the money we spent on a crooked install. We called her and she offered us $150 !!!!! We paid $400 alone for the install. Which was a botch job. She then directed us to the stores assistant manager Steve Hatch. He told my husband that he could only give us $150. I then contacted Steve and expressed my frustrations. He then said the next day we would be contacted by his boss Cindy Gillatti?? It has been two days and we have yet to be contacted. THIS NEEDS TO BE ADDRESSED not only for the unprofessional work ethics of the people that represent HD, the crappy crooked $1500 door that was installed, and the lack of customer satisfaction guarantee we have received. We have lots of friends who have just purchased homes and have asked us who put our door in a where we got it from, this does not represent HD well at all. And I am not shocked by the amount of bad reviews I have found on the internet about HD service. We will be taking our business elsewhere from now on for all of our projects on our new home, if this is not corrected.
     
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Bill on 2012-11-29:
If you want a door or windows go to a windows store that sells windows and doors and does their own installs. NO subcontractors. They have the expertise. I believe HD does not qualify their sub-contractors, probably because they take a cut of the install cost.
CUontheFlipSide on 2012-11-29:
It sounds like maybe you want to get a lawyer involved. If not that, look into the possibilities of getting your money back in Small Claims Court.
I recently finished some renovations, and I had a couple of walls that really were crooked. My contractor had no trouble at all compensating for these, and everything is installed four-square. So, it can be done.
ok4now on 2012-11-30:
Bill got this one right. I needed three new storm doors to replace the junk Larsen doors from Lowe's the previous owner had installed. Shopped at Home Depot, more junk for $400 each they and this did not include installation. Shopped the local independent guy in business for 30 years. Only sells doors and windows with his own installers. A first class quality door and installation.
At Your Service on 2012-11-30:
I definitely can appreciate going directly to the manufacturer and not using any form of subcontractors.

As bad as it may sound, it might be worth going through small claims to receive a full refund and just going somewhere else.
At Your Service on 2012-12-04:
I was just thinking what I may do if a poor subcontractor showed up at my house...

I think I'd show him the door.
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Home Depot Ordered the Wrong Sized Windows -- Refuses to Exchange Them
Posted by on
FLEMINGTON, NEW JERSEY -- I ordered new windows and doors from Home Depot -- $22,000 worth including installation, on January 18th, 2006. Prior to that, specifically, on December 30, 2005, Home Depot sent its subcontractor, B n B Associates, out to professionally measure, for which Home Depot charged me $30, to be applied against purchase, should I choose to buy their windows and have their subcontractors install them, which I did.

The windows included two Andersen 400 bay windows, three Andersen 400 double windows, and seven Andersen 400 single windows, plus three replacement sliding windows for the basement. In addition, I ordered an Atrium patio door and a new Feather River front door.

After many delays, the windows and doors were finally delivered on March 15th, and installation was scheduled for March 20th and 21st.

The installers, the same B n B Associates, showed up, and the crew chief informed me that most of the windows were the wrong size, as was the patio door. (B n B faxed their measurements over to Home Depot, which then placed the order -- and for the most part, B n B's measurements were correct.) For example, the patio door, which was supposed to fit a rough opening of 80" high and 66" wide, was in fact 96" (8 feet) by 66". The bay windows were much too narrow and too short. As the installers had removed one of the bay windows first, and couldn't replace it, they had to install the too-small one, "building in" the rough opening by about 4 1/2" on each side, and by about 2 1/2" on top and on bottom. As regular, or even wide decorative molding, was too narrow to mask the framing, they used 5 1/2" wide plywood to do the job, which really improves the appearance of my family room. Moreover, although my original (Andersen) window was a 30 degree bay, the one installed was 45 degrees, which doesn't match the cornice above the window.

The other bay window, which was to go in the dining room, was also too short and too narrow, and I told the contractors not to install it. In addition, all the windows for the second floor of the house were the wrong size. Some were too short, some were too wide for the rough opening, and four (out of seven) were both too short and too wide. They weren't installed either. As for the front door -- the original one was a double door whose master door was on the right, as one faces the house. The one they installed had the master door on the left. I reluctantly accepted that, provided the doorbell was relocated from right to left. (It hasn't been, so far.)

The next day, Home Depot's Zone Manager came out to speak with me and with the contractors. She assured me that all would be straightened out, and that I would get the right sizes.

The following day, however, the Zone Manager called me and said there were "discrepancies" in my store, and demanded that I attend a meeting to take place at the local Home Depot, which is Store 0941 and which is located in Flemington, New Jersey. At the meeting, I was informed by the zone manager and others at the store that Home Depot would not exchange my windows. The reason? A month earlier, I had realized that they ordered the wrong-angle bay windows, by using standard trigonometric formulas to prove that, which made me, in their eyes, an "expert." This should serve as a go-to-sleep call for all you readers now in high school; paying attention in your trig class may prove detrimental to your wealth. Home Depot did, graciously, agree to replace my 8' door with one the correct size.

I immediately starting contacting Home Depot's Customer Care department. Every time I was connected, I was routed to a call center in India where the representative was always very polite, but unable to do anything. Finally, I got a Customer Care woman in Atlanta, who heard my story, and agreed to help me. But when I called her back, she said that the store had E-mailed her, saying that I was unhappy with the measurements that were taken, and insisted, over the store's objections, in selecting the wrong sizes, saying "I'll make them fit." A total lie.

Finally, I got ahold of the store's corporate Conflict Resolution Department. The person handling the New York and New Jersey area wrote me a letter saying that I did my own measurements, and thus was responsible for my own errors. Again, a complete lie, and one easily disproven: I sent him records of the credit card receipt for the measure, a copy of the measure itself, and lots of other documentation. If I did my own measurements, how would Home Depot know they were wrong, and try to dissuade me from ordering those sizes in the first place?

The Conflict Resolution specialist then agreed to reexamine my situation. A week later, he called me on my cell phone while I was out jogging, and told me that while I did prove that Home Depot measured before the order was placed, I was still responsible, since I initialed something saying that custom orders weren't returnable. The fact that this wasn't a custom order to begin with -- everything purchased was of a stock size, seems irrelevant to Home Depot.

After being rebuffed by the Conflict Resolution Specialist, I called Jose Lopez, who is Home Depot's Corporate Senior VP and Chief Customer Officer. I told the woman who answered the phone my situation, and told her I was sending Lopez the same material I sent the Conflict Resolution Specialist. She seemed very cooperative, and even gave me Lopez' floor location so the material would arrive sooner. I told her it would go out by Express Mail the next day (Thursday, April 27th), and that he'd have it Friday (April 28th).

I sent the material Thursday morning, and that afternoon, I got a call from some woman in Atlanta who said she was in the same department. With a sugary-sweet Southern accept, she asked me if I needed anything, then proceeded to tell me that Home Depot was standing by their decision not to exchange the windows, and that this would be the last communication I would receive from Home Depot. I very impolitely, in my best Tony Soprano New Jersey accent, told this woman to go to hell, but before that happened, I'd see them all in court.

I have since filed complaints with the Hunterdon County Department of Consumer Affairs, who normally try to mediate complaints, but in my case have forwarded the material on to the New Jersey Attorney General's Office. I have also filed complaints with the Federal Trade Commission, and have retained an attorney.

As for that patio door Home Depot agreed to take back? On March 31st, two people from the Flemington store came by with a pickup truck to take back the window, which they did. They also had some paperwork for me to sign, which was an order for a door 80" high and 72" wide, again, the wrong size. I refused to sign it (there was no credit for the old door, so if I had signed it, I'd own two doors that don't fit).

I have yet to receive either a new door nor a refund for the old one.
     
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CandyPickletoes on 2006-05-02:
Wow, I hope all goes well for you. Keep us posted.
KenPC on 2006-05-02:
Wow.... do you ever need a lawyer! I can't imagine that a good lawyer couldn't clean their clock over this debacle. Good luck, I too, would like to hear how this sorts out.
Anonymous on 2006-05-02:
Astounding, what a nightmare! At any rate hopefully somebody will get to the bottom of this fiasco but it seems B n B is the instigator. I would check the state of NJ's contracting complaints about B n B (if they have a valid contractors license). One other item is to call your city building inspector and lodge a compliant there as they may be ineffectively installing against your local building code. Is there a consumer action television reporter in your area?
Chief Black Bimmer on 2006-05-02:
B n B were the good guys throughout all this. The problem was primarily with the millwork expediter at Home Depot. He had the measurements for my rough opening, and before he submitted the order, he should have checked B n B's measurements against what was ordered. In fact, he squirreled away my order (which was paid in full on January 18th) until Feb. 9th. His explanation: Home Depot had a 20% off sale on the Atrium (patio) door and the Feather River (front) which ended on the 18th, and he claimed he wasn't sure I was entitled to the discount. Frankly, I don't believe any of it.

The real problem with Home Depot, however, goes far beyond some $20 an hour glorified clerk but lies with the so-called "6 Sigma" program brought to Home Depot by the G.E. executives who succeeded Bernie Marcus and Arthur Blank, the founders. The "Six Sigma" program, which was instituted at General Electric, means that 99.999% of the time, everything will be perfect -- zero defects. That's fine when you're talking about skilled union machinists making $40 an hour and up building aircraft engines -- failure can be catastrophic. But here we're talking about $10 an hour cashiers and floor personnel who are being monitored every step of the way by these so-called "efficiency experts." So when somebody screws up, which happens all the time, it may mean their jobs. This was a major f**k-up, which came on the heels of another FUBAR involving a contractor who's a friend of mine (he was reimbursed, oddly enough). So store and district management covered up rather than admit their errors. Only trouble is that they were just as incompetent at lying as they were at filling the order.

Home Depot has turned into a terrible place to work, and it shows. Back in the old days, if you needed help, there was always Joe the semi-retired plumber who'd be glad to give you the benefit of his 40 years in the industry. But Joe the retired plumber is long gone, fired because he was making too much, and replaced by Vinnie the HS dropout who used to work at Shoprite where he was making $6.50, and who went to Home Depot for $8. Vinnie knows as much about plumbing as I do about needlepoint.

BTW, I am not a contractor. But I sure got an education about windows.
Anonymous on 2006-05-02:
Here's where I'm confused "they used 5 1/2" wide plywood to do the job" so they (B n B) did a botched job with plywood on the window? Good grief dear. I would find a good private window retailer who doesn't out source with Home Depot. $22,000 is a lot of money and it sounds like you have a lovely home. Home Depot from what I've read, so far, is useless at major home repairs (roofs, windows, cabinets and so forth). I guess the matters is in the hands of your attorney, good luck. Why can't Home Depot accommodate the consumer dammit. Here's a good source for home and car repairs: http://www.doneright.com/
Chief Black Bimmer on 2006-05-02:
BnB put the plywood "framing" in because it was agreed that the window would be replaced ASAP. Then Home Depot reneged, so the plywood and the window are still there.

I am having another contractor come out, and he will install the proper-sized bay windows. We'll probably be able to simply replace the sashes upstairs, so once I get my money back from Home Depot, I'll end up with the job done for less money than if Home Depot did it.

I own an investment property in San Diego. Home Depot installed new carpet. They measured wrong, so they had to come back for the closets. They ended up giving me far more carpet than I needed, and didn't charge me extra. But I had another contractor do the rest of the renovations (new kitchen, etc.) and he did an outstanding job.

I learned my lesson. I won't buy so much as a 1 lb. box of roofing nails from Home Depot ever again. I just feel sorry for the people who work there.
Anonymous on 2006-05-02:
Excuse me that was a San Diego website. How's your experience with Lowe's? (http://www.lowes.com/ ) I'd check the feedback listings here at my 3 cents, also it wouldn't hurt to find a good mom and pop hardware store near Flemington. Also how come you do not go with all double glassed windows? Get the UV glass, it save your wall pictures and drapes from fading. We went with those here and I tell ya keeps the house warmer in the winter and cooler in the summer. Just my three cents, I guess:>
Chief Black Bimmer on 2006-05-03:
This morning (Wednesday, May 3), I received a letter from Home Depot via UPS, which essentially reiterated what they said in a previous letter, namely, that I measured, and based upon the measurements I provided, the store ordered the correct sized windows. Of course, I didn't measure, and based upon the measurements THEIR CONTRACTOR provided, they ordered the wrong-sized windows.

This, after I sent Home Depot incontravertible proof that their contractors measured. I guess HD is showing that it is the God-given right of American corporations behave stupidly.

My next step will be to contact some of the pension fund managers of the major pension funds who hold HD stock, and tell them that their investment in the company is being compromised by the overpaid fools running the company, and that may be some top management changes would be in order.
MadAlbanian on 2006-05-05:
Wow; what a nightmare! I hope it is resolved in your favor soon. I have learned from experience, although not as expensive as yours, that Home Depot is OK for very low cost do-it-yourself stuff, but when it comes to spending more than $100, go to a good, reputable local dealer that's been in business for many years with many satisfied customers and good references. For the person who asked about Lowe's - caveat emptor. Big box stores don't give a hoot about the consumer. All they want is the money. Again, you may pay a little more, but you get more professional service and better quality goods. Good luck.
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Faulty Window Installation
Posted by on
WESTCHESTER, NEW YORK -- In August 2008 we contracted for the purchase and installation of 37 top line windows from Home Depot. I like our new windows- so far. Installation was subcontracted, and there began the problem.. Instructions for installation were on stickers on each window,( I saved one) and included wrapping with insulation ( not done) and using predrilled holes to attach windows ( not done) and inside and outside sealing. ( inside seals developed many gaps). Immediately the house started whistling with any wind. When winter started cold air could be felled streaming in through the gaps in sealant. Home depot came several times, blamed "little holes" in sealant, would fix. Eventually one smart guy took off stops and found the lack of insulation and the open pre drilled holes, letting the air in from the outside right into the home- which caused the whistle. He felt windows needed to come out and new windows ordered because they were "cemented in and would be damaged during removal". ( This was Christmas and I did not fancy having windows removed during that cold time, so I requested it done early January.

By that time Home Depot did not want to re order windows and reinstall, so they assured me it would be equivalent to take off the interior window stops and stuff insulation along three sides of the window from the inside.Plus they would take off something outside and stuff insulation along bottom of window. ( nice guy, I requested the one who discovered the problem in the first place, but as you probably realize I am pretty gullible. I am not sure this way of insulating is as good as if it had been wrapped around the window properly the way it should have been done in the first place)). He had to scrape the sealant and putty from the poplar wood stops, which caused some unavoidable damage, and they now look awful, and some were gouged or broken.

He also drilled screws into the existing holes. No more whistles now.
I did lots of other things to decrease my oil consumption before last winter. ( New storm doors, from Home Depot ha ha), pipe covering, caulking and plastic over the basement windows that were not replace, sealing crawl spaces and lowering the thermostat to 64 in daytime)

There was NO decrease in oil consumption. ( gallons, not dollars). I checked heating degree days, they were about the same as year before. ( did you know you can do that on line? )

So, my complaints were monetary loss from heat loss due to faulty window installation, loss of work for multiple home visits, and a terrible looking inside window frame. ( the contract specifies they are not responsible for this, but it looked neat after the first installation. and taking these window stops off a second time really ruined them, had they done it right the first time that would not have occurred. Home Depot, offered to replace them with pine, but said it was not as good as original poplar.

We settled my collective gripes for a 450 dollar gift certificate ( end March). After a while, I had to send a release form, ( end April). I am still waiting for this gift certificate and the project manager is so fed up with me, he no longer answers or returns my calls. I expect I will eventually get this 450 dollar gift certificate- may be even this year, but want to warn every one about Home Depot. I will never contract for any services with HD again!.
Now, in all fairness, here are the good things.

The windows look and seem to work really nice, and every one- (well, all the people I have met from Home Depot), tell me they are better than some famous name brand windows. This story also makes for great dinner conversations and a support group, who have followed along with me, through all the ups and downs of this saga. At work, the joke is " did you get your Home Depot check yet". And some times at night I miss the howling whistle sound of the wind coming in through the holes in my window frames, very soothing as long as I did not think of the warm air pouring out.

I even made some new acquaintances because I called some other customers that had window installation done by the same company. ( HD left a customer list- not on purpose I assume)

So will I ever shop at HD again? Well, I may have a gift certificate, right?. So I keep dreaming.
     
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newwindowscolderhouse on 2008-06-14:
Follow up
I was so upset when I wrote my complaint that I did not check for spelling errors. ( I type with 2 fingers). Also, the windows were ordered in 2007, not 2008.
I still have not heard from Home Depot, and no gift certificate has artrived. I call and leave messages every Monday. plan to do this a couple of months. All documented of course.
Then I will contact the Better Business Bureau, 7 on your side, and probably small claims court. I figure the cost and hassle of small claims court will be a good course in civics for all of us, including my kids.
I also plan to contact every one on the list of projects that was left at my house, just to advise them to check the quality of the installation.
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Replacement Window / Bait & Switch
Posted by on
LEESBURG, VIRGINIA -- My husband and I went to Home Depot looking to purchase replacement windows and have them installed. We found what seemed to be a good window in the price range that we felt we could afford. We have 30 windows that need replacements. We spoke to the salesman about the American Craftsman 8500 double hung replacement windows, he provided us with more information and we subsequently decided to schedule an appointment to have the Home Depot rep come to our home to give us an estimate to install them in our home. The salesman said he couldn't give us any price until someone came to the home.

The "sales consultant" came to our home, we sat down and he proceeded to tell us to put all the information we obtained at the store to the side because they didn't install those windows only Simonton windows that they didn't even have on display in the store!! We questioned him about why didn't the salesman in the store tell us this and he told us he was "new". He also told us that they only sold the American Craftsman to be installed by the purchaser - didn't we ever see that big sign on the store that said "do it yourself" !!! (nice huh?)
Of course, the Simonton windows turned out to be VERY expensive, way over what we had budgeted for and we literally wanted to throw the salesman out of our home. He also stated that any other company such as "Lowe's" would come in and basically use "bait and switch" techniques. I told him if anyone was using "bait and switch" it was Home Depot and they should be ashamed of themselves.

Having been loyal Home Depot customers for many years, they are now in our opinion a sleazy operation with false advertising practices and need to re-evaluate their practices and procedures. They wasted our valuable time and we will not be going to Home Depot for any future purchases. Let other's beware!!!
     
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yoke on 2008-05-09:
My elderly neighbor had a Home Depot sales rep come to her house to give her an estimate on windows. He told her she had to sign the contract right then and there or the prices would go up 10%. She called hubby and I over and once we showed up the guy told her he would give her an exception and not charge her the extra. We told her not to sign anything and asked the guy to leave.
Anonymous on 2008-05-09:
Was the "sales consultant" a contractor? It sounds like the "sales consultant" was trying to screw you over and not Home Depot.
Red flag #1 - put the store paperwork aside.
Red flag #2 - salesman doesn't know what he is talking about.
I would speak with the HD store manager and relate what the "sales consultant" told you. Home Depot may not even know he is doing this.
Anonymous on 2008-05-09:
They work on commission so expect them to pump the deal the best they can for a bigger pay check. It's not right but it's just the way it is. VH review and info.
Jake Lister on 2008-05-10:
Wow - the same exact same thing just happened to me. I was at Home Depot last weekend because of their 20% off windows/door sale. A sign also clearly said "$419 installed". When I talked with a salesperson, he declined in giving me a price for a new sliding door (after I gave him measurements) and instead set me up with an appointment with the Home Depot in home specialist. I specifically asked if this would still be 20% off and he said yes, it was in the computer. Fast forward a few days and HD "at home services specialist" arrives. This guy gives me a much higher price than I expected. When I asked if this was with the 20% off, he was no, that only applied to Jeld-wen windows in store and that he only sold Simonton windows. What the #$%#? Okay, well installation is $419, right? No, he says that is with subcontractors through HD and that he works for Home Depot. I asked that if he worked for HD, why couldn't he sell me the Jeld-Wen window. He said he could only sell Simonton. We went back and forth for a while and it became apparent that HD pulled the classic bait and switch. When I told him exactly what the store salesmen had said, he delivered the "oh, he's new" line. I kicked him out of the house after that.

I'm not saying that I'm not going to use Home Depot anymore, but I will certainly look at other stores as well - which is something I never really did.
Cullykiyi on 2008-05-22:
Everyone needs to understand that these major retailers who offer "at-home services" subcontract out the work. Those subcontracted companies are basically renting the retailer's reputation.

The off the shelf products you get at the store are sub-par. They just are. That's why the price is so low. No where in the known universe can you find best quality coupled with lowest price -- something has to give!

As for the subcontractors -- no one can stay in business driving around giving out free estimates. Companies need to earn customers... so they offer incentives to entice you to place the order. It's no different than Macy's having a one day sale.

That said, there ARE ways for people to protect themselves concerning price. You have to truly understand the home improvement game. If you do, you'll understand how to save a significant amount on your major purchases. If you don't, well... you're spending way more than you have to.

www.consumerstrategies.org offers an on-line seminar that teaches homeowners the secrets to negotiating with home improvement companies. There's some pretty shocking information in the articles. Worth the read.
Scratch33 on 2008-10-04:
I've just joined the club. Last month I visited Home Depot looking for replacement windows. I chose their American Craftsman 8500 series; and scheduled an appointment to have a HD rep come to my house to make arrangements and give a quote for installation.

The rep arrived a few hours ago. After walking around, taking measurements and learning that I'd chosen the 8500 Series (I showed him the price sheet they'd run for me at the store); he stated that Home Depot [b]won't[/b] install that particular series. Instead, he attempted to convince me - unsuccessfully - to buy their higher-priced AC86 Series windows instead.

I responded that this appeared to be a classic bait-and-switch approach. He expressed surprise and claimed I was the [I]first[/I] customer he'd dealt within his 8 years in the business to make such an allegation. Uh huh. When I attempted to at least get a cost comparison between the 8500 series I'd chosen and his higher-priced ones, he claimed to be unable to break down the total cost between the windows themselves and the labor.

I'd think that if Home Depot's store reps overall were aware that they don't install the 8500 series, I would have been advised of that prior to them scheduling a rep from the install side of the house to visit me. What I also find interesting is that the AC86 series he was pitching are not listed on either the Home Depot website nor American Craftsman's.

Though I'd been a generally satisfied customer of Home Depot for some years; this experience is making me rethink this company.
cheapheads on 2008-12-13:
I had SEARS trying to screw me, so I tried LOWE'S and they screwed me a little bit, so I tried Home Depot and they seemed to be OK, but when it was time to install the windows Home Depot told me I'll be getting some different kind (cheapest) of windows for the same price. They told me they were really good. Well, they are not really good and have the least insulation and weather stripping is the thinnest. I paid $500 per window including installation and wrapping with aluminium and I got the lowest end (I think it is American Craftsman windows... no wonder everything with the name "American" usually is of inferior quality, be it goods or services or sometimes an outright scam). I saw such windows selling for as low as $75 each. Wrapping should cost around $50 per window. That's $125. Let's double that to $250, that is the max they should charge for these cheap windows installed and wrapped. The other $250+ were a pure profit for Home Depot. Not bad for them. Not a complaint, I should have said "No" to the cheap windows. Just a note.
Annoyed in North Hollywood on 2011-12-13:
I went into the North Hollywood Home depot and told them I needed window. The guy(s) who sit there are basically useless. They can't tell you the difference between the different series of any window. He said he would send out there expert Michael to give an estimate. OK, I was fine with this since he told me that this guy would explain all my options and then I could choose a window. The estimate guy called that he was running late, I was fine with this since it was a free estimate. However, it was a waste of my time since he had two banged up windows to show me that were not impressive. They were the ones that are mentioned above- simonton and some ohter crap. I told him why he didn't have others he said because that was the sale and that the sale ended in a week. He straight out said he doesn't give measurements??? So he gave me an estimate in chicken scribbles (pencil) and when I asked about specifics, he started to write it out. I asked him to separate window costs and installation and he said "they don't do it that way". Anyhow, Lowes is no different they do the same crap. Finally, pessed off I went to another Home Depot that had more windows on display and sat there until and explained my situation to the poor guy who wanted to take his break. He said I had to pay $40.OO and they would send someone out to take measurements. Then he said I could order from there- either install myself since I do get the sizes since I am paying for them or have them install (subcontractor) and that they warranty all the services??? We will see since they haven't called me yet and its been one day. I will keep you all posted. My next plan is to contact the manufacturer directly and let them know what these idiots are doing.
Gary P on 2012-07-31:
I work for Home Depot. There is no "bait and switch". The store has two programs. The Door Install in store program installing store stock and special order doors is managed at the store level. The At-Home Services Division sells much better products with lifetime warranties. The stock windows in store are builder grade with only a manufacturer warranty and you or your contractor intall them. The Simonton/PGT/Andersen windows installed through Home Services are all more energy efficient, better quality and carry Lifetime Product and in most cases Lifetime Craftsmanship in some cases relacing even accidental broken glass and torn screens. If you researched the web you would know that the Simonton Window Line has earned the J.D. Power Highest Customer Satisfacttion Award 4 of the last 5 years. Check with Remodelors Magazine on line. They should have charts with what a licensed/insured reputable company charges for all types of home improvement installs in your marketplace. Just remember that the BBB says that 93% of all home owners who went with the least expensive quote were NEVER satisfied with the quality of craftsmanship, the product installed, the warranty and service after sale.
jason moore on 2014-01-31:
After many mistakes by the salesman, and over two months of waiting for install we were not too happy. We expressed our concerns and the salesman offered a discount. One of the many problems was the reordering. We signed multiple contracts. Once the salesman had us pay our final payment with the discount we were happy this 3 month ordeal was over. Then a month later we received a call about our unpaid bill. Turns out the salesman did not close all of the contracts and has since been fired. So instead of a discount, with our account closed we are now responsible for another payment which was supposed to be closed. I know I will never do business with this company again, and will tell everyone the same thing.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Home Depot
Posted by on
Rating: 1/51
DAVIE, FLORIDA -- My hurricane protection (accordion shutters) and impact windows (two jobs) were ordered from Home Depot April 23 (along with a garage door and front door). I was assured and reassured on at least four occasions the job would be done before or around the first part of hurricane season (June 1). Only after threatening to cancel the job did anyone bother to come out and measure the windows/shutters. This was done on May 16 wherein the contracted measurer said he would put in the job/order that evening or the next day and I would get a call the following week about installation which should take about 3-4 weeks or less. He further stated everything would be done at the latest by mid June. I received a call around the first part of June and was told a permit was applied for on June 5. Yesterday (June 14) I received a call whereby I was informed the eta for the windows was July 10. JULY 10??? I asked about the hurricane protection and was informed they wouldn't do that until AFTER the windows were installed. A separate job having nothing to do with the shutters...Furthermore I was told as of June 18, no permits had been applied for yet. THREE MONTHS FOR HURRICANE PROTECTION AND WINDOWS?????? It was bad enough it took two months for a front door to be installed but THREE MONTHS. I've called several shutter and window companies and have been told four weeks max. Home depot has intentionally put my property at risk, has intentionally and purposely caused stress and undue hardship. Home depot knew fully well what the installation time was but weren't truthful only to get the job. I wouldn't hire Home depot to install a kitty litter box . I was going to go to Home Depot for a kitchen remodel, and new carpet and tile. That will be a cold day in hell. So this is a warning... if you want bad sex, go to Home Depot for installations, they'll screw you every time.
     
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StarStarEmpty StarEmpty StarEmpty Star
Special Order Lead Time
Posted by on
Rating: 2/51
DOWNERS GROVE, ILLINOIS -- Two weeks ago I placed an order for an entry door and a storm door at the Home Depot. The receipt for my order said the estimated arrival date for the entry door was 5/25/12 which was slightly sooner than the 10 day window the salesperson had given me -- so I was delighted. Well, yesterday I decided to check online to see what the order status was. It had been changed to 6/4/12 for both doors...hmmmn. Later in the evening, I looked again and the date had changed yet again. This time it was 6/15/12. Uh-oh and not good. You see, we moved into a distressed property and the doors I ordered are replacing doors that are barely usable (not to mention very NOT secure).

So I called the store. "Dan"...the guy in the door department promised to look into things with Jeldwen today and said he knew they had been having some production delays. He said he would call me back today, which he did. He then proceeded to tell me that 6/15/12 was indeed when the doors were expected and that when the order was put in "they" had some incorrect SKU numbers. I don't know who "they" are...but I do know that it is ridiculous to have to wait a month for a door that really isn't very custom at all. I'm very upset with Dan, Home Depot and Jeldwen and am on the verge of cancelling the order altogether and buying doors off the floor from Menards or Lowes. I asked Dan why "he" told me 10 days when I was in the store and he had no reply. He also tried to blame the other guy in the door department who actually wrote the order.

I've purchased storm doors from Home Depot in the past and had pretty good luck. I guess the caveat here is...if you need something the least bit special, be prepared for Home Depot to mess up the order or fail to process it in a timely manner. You might get the right merchandise...eventually...but you'll need to be very, very patient. This is why people will go to retailers who charge 3x or even 4x Home Depot prices -- just so they don't get jerked around.
     
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User Replies:
trmn8r on 2012-06-01:
I would question that items would be priced 3x and 4x what they are at a home center, but basically I agree that you may pay less at a home center and be more susceptible to delays such as this.
Nicki on 2012-06-02:
Hi, Amy.
I understand your frustration, particularly given the shape of your current doors and the need for replacements to be completed sooner rather than later.
I apologize for that the manufacturer's ETA has been pushed out so far, but unfortunately, the ETA at the time of the order is based on the information HD has been provided from the MFTR based on doors already produced that are sitting at warehouse or if door orders are placed but need to be made. I can look into this if you'd like to email your order number/full contact info on order to me at Nicki_Care@homedepot.com. Please remind me you posted here on my3cents.com.
While we may not be able to rush the manufacturing of your doors, we can definitely look into why the delay occurred, but I can look into both for you. - Thanks, Nicki
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