FORT COLLINS, COLORADO -- This was THE worst experience I have ever had with a company! July 2013 I visited my local HD, and ordered a window to replace one in my basement that has rotted from the sprinkler. I tried to do this last year, and never got a response - should have taken that as a clue! I put $300+ as a down and waited for someone to come and measure. Met the measurement guy after taking time from work to do so. He said he would order it, be in in 5 weeks. I figured the window would be installed by end of August, and no problem with winter weather.
September 2013 I called and went into the store and said, "Where is my window?" They hemmed and hawed, and well, someone else will need to come and measure! I meet the guy once again, different person, and he measures. I complain that I already spent last fall trying to resolve this issue and used them with no response. Now when can I expect my window? He says by the end of October! OK and I should probably receive some sort of discount for this hold up. Cool.
Near end of October, I am supposed to have the window installed in the AM on a Saturday... It's after 11 and no one is here! I call them. Well, the guy had decided to install someone else's stuff first, and he will be here between 1 and 3. I say, let me talk to this person. I don't want some Yahoo coming to put in a window last minute I think... I talk to him, tell him what was promised and that if he can't make it by 2 then forget it! He shows up at 1. Nice man, seems to know his business and he gets the window out and it doesn't FIT!!!! I decline to take it. He can caulk it in, but with a three inch gap! No go. They will send someone to measure!!! HA!
End of October. Call and go to Home Depot once again. Well, they will send someone name of Steve out. He is handling all their customer service stuff for this 'area'. Ends up he is in a northern Denver suburb! And he comes up on a Saturday to measure! He is sick with a cold. He tells me that Anderson doesn't make a window this size! Hello? I have been trying to buy an Anderson window from them all this time, and he finally tells me that they don't make it? 4 months later? This information was finally relayed to me after several phone calls from him and from me to Home Depot!
So, I say, "OK. I will go with a vinyl window with simulated wood look." It's a basement window and I ask Steve, "So when will I get my window? Before the snow flies? Before Christmas?" He assures me it will be done before Christmas. Well folks. I heard from them once again. They want to come out and show me what the wood vinyl will look like before they order it! They called me middle of December to say this... I say, "Well, so first off, I think I should know the cost of this window," and he tells me it's basically the same $1,300 I was paying for the Anderson wood window. No allowance for all this inconvenience. Nothing. Just suck it up.
I say "Fine. Cancel the ** order." And here I sit 6 months and a year later. No window and now I have to go to the HD and get my money back for the down. What a ripoff. What poor customer service like there even is something called that in this store! Believe me. I will go to Lowe's for everything from now on... The middle finger to Home Depot!
AUSTIN, TEXAS -- Installer cancelled and rescheduled 3 times. When the door was finally installed, alarm wires were damaged, alarm components "disappeared", and a filler piece was used at the top instead of using a sub-sill, as it should have been. A slant on my slab to shed water was not taken into account. They are just now making the sub-sill right by reinstalling the door and adding concrete to support the outer edge of the sill, but it's still poor. This visit is the third by the installer, plus another from the area supervisor.
On to the door: Its appearance is beautiful. Unfortunately, it is smaller than a standard door (the original door) and the lockset is predrilled at 33" above floor (should be 36"). Measuring crew failed to account for size of the new door, lockset height, and slope of the existing sill, while the salesman did not make us aware of the size difference and lockset location difference.
In short, I could have done better and I don't do this for a living. Don't buy a door from these guys! Call your favorite carpenter, and have him/her measure to get the correct door, and then let them install it. I am now stuck with a marginal install of a cheap door. HD and their installers have permanently lost my business, and I will actively deter anyone I hear mention Home Depot installations from having them do the work.
CONCORD, NEW HAMPSHIRE -- I purchased two 70 Series Double Buck Hung American Craftsmen Replacement Windows online. When we installed the second one we noticed its keepers (lock) were broken in half, one completely off the window. I called Home Depot in Concord and spoke with ** (handles special orders) and she said she would have American Craftsmen expedite two new ones to my home.
We cannot lock this window (safety issue) and it's very cold out! We still have not seen any new keepers in the mail and it's been 3 days so I called the manager ** at the Concord Store to see if he would just give us two keeper off a display window or something so we could lock the window and stay warm. He refused to do so and gave no other alternative. This is very poor customer service from Home Depot. They do not take care of their customers! Now we are left hanging with an unsecured window and cold getting into the house and it's winter!
ROBBINSVILLE, NEW JERSEY -- Had Home Depot Installed Services install siding and a set of sliding patio doors approximately 8 months ago. They were and still are a nightmare to deal with. The salesperson who came to the house was a super friendly guy but I see now he was all BS. We went over in detail what was going to be done (of course all in contract). Convinced us to buy the most expensive and state of the art siding, which is solid core and has the insulation bonded to the back. He kept saying how nice our house was and that HD would do a top notch job with the work.
WELL! several months later when the work began, they assigned some subcontractor out, he was horrible!! Although this is their best siding, and it does seem to be an excellent product, the installer installed every piece of it over nails from the old siding that were not removed, only bent down so therefore just about every sheet of new siding has lumps and waves. They actually NAILED into the face of the siding along the top, so you see all the nail heads in the finished product. They sided right over damaged and rotten wood although we asked they replace it and we would pay extra for it. Every patio door they installed leaks because they were not installed correctly.
HD didn't assign a supervisor to monitor the job, so the installer crew just slapped everything together. Needless to say $35,000 later and the house looks no better than before. Unfortunately now we are consulting with a consumer protection lawyer from Long Island to intercede for us. I will never use them again to even build a dog house!
ARVADA, COLORADO -- Ordered 1 bay window and 1 patio door September 20 from home consultant sent by Home Depot. I have had four scheduled installations and four times they have been canceled. Two times I was not notified. It is now the last of December and still no windows. Reasons for cancellations? 1) Oct 28 - It is a big window and we don't have 3 man crew. 2) Nov 13 - The window is heavy and we don't have installers to do it. 3) Dec 5 - The weather is bad. 4) Dec 21- The installer quit. My response: The window is the same size as the day that I ordered it and paid $6300 up front. Do not ever order home improvement installations from Home Depot!!!
BROOKLYN, NEW YORK -- I order 16 windows through Home Depot @ home and an entry door with frames and top glass arch on May 31 2013. They came a week later to measure door and windows. I signed a contract and started my first payment July. They set appointment to install windows July 18 and when they came it didn't fit. It was the wrong size so they came to measure again then they came back September 9 and they installed 4 windows and three are short and the other two were damage. Then they had to stop the job and the boss came and manager came back a week later and saw the job and said the windows were the wrong size so they came back to measure again.
Then they came the third time September 23 and windows didn't fit. They left all the windows in the hallway--10 of them. For a month. I have to make payment every month and I don't have any window or door installed. I call them all the time. I called and complain to Home Depot hotline. They said they were going to solve the problem and till this day nothing has been done. Please help me.
6000 SKILLMAN ST, DALLAS 75231, VIRGINIA -- ** at the Skillman store in Dallas, Hinged 2 pieces of plywood for me and had it hand painted with fences, trees, and faces for my 3 yr old friend ** so he could put his plastic track and train on it. My original plan was for it to be outside as he was having a party that day. However, as luck would have it...it did rain. It worked just fine and his parents had to put some tape to cover the hinges so as to preserve the floor. But ** designed it to be outdoors as I requested. I can't thank Home Depot enough, as you have an outstanding employee in **.. I think **'s parents will come by and thank him also.
SEATTLE, WASHINGTON -- My wife and I have been trying to buy new storm doors for our home for over a month now. We went into Home Depot one day and waited for service, but nobody seemed to be staffing the department. We finally went and found someone who didn't have the product knowledge to help us. We left when it became obvious there was no one who could really help us. A few days later, I stopped into a different Home Depot and went to the doors and department, and once again could find no one to help me.
I find it interesting that HD has a surplus of people to greet you when you come into the store, but they lack staff with knowledge of the actual products they carry. About three weeks ago we went into the original store again and found one staff person manning the doors dept., but we waited our turn until we finally got him to help us. He told us that we would need to pay $30 up front to have their contractors come out and measure our doors.
The next week the contractors called and came out and left a card saying they had gotten the measurements. They said that Home Depot would be contacting us with a full estimate. We waited for a week but didn't hear a word from HD. We called, but they had no estimate for us and promised to get back to us later that day. They didn't. So now we're out the $30 and still have no storm doors or even an estimate. After many years of being a loyal Home Depot customer, I'm through with Home Depot. This is the poorest customer service I've ever experienced anywhere.
WARMINSTER, PENNSYLVANIA -- Two months ago I had Home Depot come to my house for an estimate on a new front fiberglass door. Employee John ** was super friendly and left with a $750 deposit. He explained that I had a three day right of rescission and they needed to do a final measurement. No order was placed at this time. I had two more estimates which were much cheaper than Home Depot so I cancelled on the third day. John ** acknowledged this and said my deposit would be returned within 10 days.
Ten days passed and my deposit was not returned. Over the next two weeks I send numerous emails and leave voice mail messages for super friendly John ** who is totally ignoring me. Finally I get lucky and catch him on the phone. He plays dumb and says he needs to contact Corporate and will get back to me. Another two weeks pass with no response. During this time I'm still emailing and calling him. I now go to customer service at the store. They tell me this is a separate department that they have no control over. I'm further told that to contact super friendly John ** directly. WTF!!
Enough is enough. I return to the store and demand to speak to the manager. Politely I explain what you have just read. He contacts super friendly John's big boss and assures me I will get my deposit back. Five days later they do a direct deposit into my checking account. Conclusion: I am totally done with Home Depot for any kind of home improvement. If I have this much aggravation over a deposit I can only imagine the frustration if they did the install and there was a problem.
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 3:00 pm appointment because he said..."he had been given a 2:30 pm appoint on the same Saturday." He called us at 2:45 pm. I asked him to call us after he was through with his 2:30 pm 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 went 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 ** 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.
** 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 choice, The Simonton 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.