Home Depot - Disappointing, Unprofessional, Never Again!!
Flooring - carpet installation - Complaint
RIVERHEAD, NEW YORK -- I had a horrible experience with Carpet installation from Home Depot!On 6/14/13, after installing 2 of the 4 rooms, the installers noticed that some of the carpet for the remaining rooms was defective. They told me they had notified their supervisor&someone would call me to schedule another installation date. They were very professional&knowledgeable,&I appreciated that they had caught this issue instead of installing defective carpet.I called Home Depot&left messages on 6/18, 6/19,&6/20 to find out when I could expect to get the job finished, as it requires me to take time off work&leave the rooms to be carpeted empty. I finally received a call from Andrea on 6/21 telling me that the carpet would arrive 6/28&so someone would call me then to arrange for installation.The next call I receive is from Andrea on 6/25 telling me the carpet wouldn't arrive until 7/3. I was annoyed and asked why it would now take even longer than originally estimated, when It seemed like the carpet hadn't even been ordered until 6/21, a full week after the defective carpet was discovered. Andrea was unconcerned with my concern, stating that she hadn't realized the carpet was coming "all the way from California." The general sense of lack of urgency I was detecting worried me a little, since I had unfinished flooring in my house, furniture from the unfinished rooms all over the house, and new furniture deliveries that were on hold until the carpet installation was complete. Plus, I have to plan the days off work, so I just wanted to know that someone out there knew that the job I had paid $6,100 for was as yet uncompleted. So, I called the store a couple of days later and spoke to Donna, the assistant manager, about my concerns. She was initially very friendly and promised to follow up on the situation and "stay with me" until the project was finished. I felt better when I got off the phone with her. I shouldn't have. After 2 days of following up with me to let me know where en route the carpet was, I hear from Andrea that the new estimated arrival of the carpet is 7/8!! She blames the vendor who supplies the carpet. This is now a full 3 weeks after the initial installation attempt, and neither Donna nor Andrea have even acknowledged the mistake or apologized for the inconvenience or anything- it was just an infuriating lack of customer service. I expressed my annoyance and received the same unconcerned response I had been getting-there's nothing she can do, all they know is what the vendor tells them, etc. Finally, I get the call and schedule the installation for 7/12/13. The installers arrive 2 hrs late, and then tell me that their office had cut carpet for the WRONG ROOMS, the 2 rooms that had ready been completed instead of the 2 rooms and hallway that had been left incomplete on 6/14 because of defective carpet. They said they could attempt to complete the job by repurposing the carpet they had, or I could wait for new carpet to be ordered... Are you kidding me??!! I let them finish the job with the cuts of carpet they had because I couldn't even imagine how much longer I would have to wait this time around. The job was completed and I was pretty happy with the results, but felt like Home Depot had absolutely dropped the ball in every area. I went to the store the following Saturday to speak to Donna in person, and with the same lack of concern she asked me what I would like her to do. I request a percentage off because I do not believe I received the product and service I paid for. She tells me ok she'll have to speak with the vendor and see if "they're willing to take responsibility"... She says she'll call me on Monday. Surprise, surprise, no call. I call on Tuesday and learn that "unfortunately, the vendor has refused to take any responsibility" so the "best we can do is a $100
Home Depot gift card." Does Home Depot not realize that I paid THEM $6,000, so THEY, not their vendors, are the ones Accountable for crappy service???? I am so disgusted at the amount of money I paid for such awful service- I have many other home projects in the works and will NOT be using Home Depot for Any of them!! It's a shame too because it would be so much easier to be able to go through them for flooring, HVAC, kitchen and bathrooms renovations, ETC. I do NOT recommend - stay away and keep your sanity!!