Home Depot - Flooring Install Nightmare
CHARLOTTE, NORTH CAROLINA -- DO NOT DO IT, do not go to Home Depot for flooring purchase and installation and do not use Romanoff flooring. I wanted to install hardwood in both of my master closets so I decided to go to Home Depot. I took a sample of the flooring already installed in my house in an effort to purchase hardwood as close as possible to what I already had however I did not want to pay $5.00 sq foot which was the cost of what was installed in the rest of the house. I asked the lady for assistance explained what I wanted she immediately replied " I can't tell you what to install in your closet". My question was " could she give me some suggestions or pros/cons on the different wood options close in color to what I had for my closet advising I didn't want to pay $5.00. After I specifically advised her I asked for some suggestions and assistance with matching the color we began walking down the aisle holding the board against what they had. Well you would think they would know to bring the customer and flooring out in the open under good lighting or take outside, now that the flooring has been installed it is considerably darker than what I already have however she stated and it did appear to be almost a perfect match down the flooring aisle.
After walking back to the desk discussing pricing her behavior seemed to suggest she didn't think I was going to make a purchase this I was wasting here time. When I she realized I was ready to move forward with the measurement etc. her demeanor quickly changed. A nice gentleman called me re my quote while I was driving after work, I gave him my cc info for the purchase and advised him to call my local store to advise I would be picking up the flooring in a couple of hours on my way home after the mall to have it pulled and waiting up front. Couple of hours later I stopped by to pick up, the flooring hadn't been pulled the rude gentleman stated it was paid for just a couple of hours ago and it takes that long for the order to process and flow down to the store. I advised him of my earlier conversation with Home Depot, he advised it would be pulled however it would take a few minutes however I could come back later if I liked. It was 7ish pm, the store was almost empty and everyone knows how much gas is in addition that wasn't convenient for me then I was advised a piece had to be ordered. I called them the following week to get my appt on the books however I was advised they would not schedule until the ordered piece arrived, this is crazy.
5 days later I called Home Depot inquiring about my piece the lady answering advised she would have the flooring escalator lady call me the next day to provide an update. No call by lunchtime the next day, I had already been advised she leaves at 5 each day and works M-F. The same lady answered the phone she remembered me, was puzzled as far as why I hadn't been called and agreed to call me back. When she called back she advised the requested expedited shipping and it would arrive the next day. After picking it up I attempted to schedule installation, previously I was advised Saturday install was available and if they had to they would use another company if the one they normally use could not accommodate. WRONG...because Sept is a slow math for flooring installs Romanoff said no to a Sat appt in addition the Home Depot flooring employee stated another company wasn't an option. She committed to calling the Romanoff manager on his cell to beg for a Sat appt, successful. He called me to confirm the Sat appt stating his employee would arrive at 12, work until around 5 or 6 and if not finished he would finish up on Sunday within an hour or 2. The installer arrived alone with no helper stating his helper stood him up, he ripped up the carpet and advised he was leaving after being at my home a couple of hours, because he needed a helper for the rest and would return Sunday (he left the carpet in my front yard, I had to drag it around the side of my house, in addition he didn't have shoe covers for his shoes). He and his helper arrived Sunday 20 minutes late. Still no shoe covers and finished the install 5 hours later, with a helper this could've been completed Sat. He gave me a paper stating someone would call me to evaluate his work etc. I immediately began to clean the new floors and noticed a bunch of small nail holes, why would a professional leave the nail holes visible? I immediately snapped pics and called his manager, the number on the sheet he gave me.
By lunch time the next day I had not heard from him is I called, Jeff the manager answered and stated he received my email and phone call from the previous day however he needed to talk to his installer and would call me back by EOB. Would you not call your customer 1st thing after receiving the complaint to advise you needed to obtain some info however you will call back. Of course no call by EOB, so after arriving home from work around 7ish pm, I called my local store, reached the flooring dept, was advised the flooring escalating employee left at 5 thus I asked to speak with a manager. He listened, explained Romanoffs lack of follow up was against their contract committing to he and or Romanoff calling me the next day early am. Of course no call. After lunch time I called my local store, reached the flooring escalating flooring employee, she wasn't aware of my situation and advised she would call Romanoff and call me back. She called me back staying Jeff would call me by EOB, still no call neither has anyone called me thus far inquiring about my installation experience. I called my local store the next day to advise, was advised I would receive a call no call late pm after work I called the HD complaint line in GA. Jasmine took my complaint, committed to resolving my issue stating I would only deal with her going further etc. I sent Jeff/Romanoff an email from the same email address used for the 1st correspondence with advising I had my bedroom carpet cleaned a few weeks prior to installation, his installers were back and forth cutting flooring etching addition one of my closet doors would not close.
The only response I received from him re to this is asking was I in the house with the basement, do you not care enough to ask your installer which customer I was, look on your paperwork, call HD or Google my address it will tell you I do not have a basement, ridiculous. Romanoff and I agreed on a time/ date to fill in the holes, I had to leave work in done, rush home to meet the installer only for him to call me 15 minutes after my appt time to advise he just left HD and they didn't have the filler in stock, he ordered it and it would be in the following week. At this point I'm at my wits end with both companies, I called Jasmine to share the details, she said she would escalate the filler called me back to say it would be in Wed. Wed no call from Jasmine nor Romanoff. Thursday I called Jasmine left a msg, no return call, called her Friday, no returned call (Jasmines vmail states if you need immediate assistance contact her sup Tina at ext 76211, this is Jasmines ext). I called the 800 GA customer service # early Sat asked to speak to Tina the gentleman proceeded to run interference advising he could assist, called my local store. 3wayed all of us together so that I could hear him say the filler was in. The HD employee offered to have it delivered to my house, what was I going to do with it, it advised Romanoff needed to complete the installation. 1 hour later the Romanoff installer called me to advise the filler still wasn't in however he would call me the following week, I advised him it was in and I had just gotten off the phone with HD. He stated Jeff advised him it wasn't however he was calling Jeff back. No call from anyone so I called my local store to update them on all of this nonsense and to schedule an appt to complete installation. She called me back stating Romanoff would call me.
No call, she continued to call me each day for 2 days inquiring if Romanoff called. I advised her to stop wasting my time inquiring if they had called, schedule my installation and my next call had better be someone calling to confirm the day of install based on my availability I provided in addition to my credit of at least 1/2 of what I paid. My daily job was interrupted with all of the follow up I was required to do in addition my time was wasted. Jeff called asking if I was avail that evening to complete installation after I specifically advised HD I wasn't communicating my availability. Driving home around 7ish the same day the installer called me on my cell inquiring if he could come by to complete installation since he was in the area to save gas and time and the next day he had a big job, luckily my previous plans were cancelled, however there seems to be a big communication gap with these 2 companies. After arriving the installer wasn't aware of my door not closing issue, he seemed to not be to happy, to fix the issue he took my door outside and cut some off the bottom. Previously Jasmine communicated an adjustment would be discussed after install completion, no call. I called Sat am was advised Jasmines boss, a gentleman would call me Monday. No call.
Tuesday pm right before I called back Jasmine called to ask if my install was completed Sat prior, I advised it was completed Wed prior, I mentioned I had been calling her leaving mags with no return call advising her v-mail states her boss is Tina with her ext to call, no response, I advised I was told her male boss was to call me the past Monday returning my call re an adjustment. she offered 50.00, an insult, I advised her of my conversation with the local store advising no less than half begging for an executive to call me. She immediately replied 1/2 wouldn't happen asking what was the response from the local store when 1/2 was mentioned committing to Tina calling by end of week. Jasmine leaves me a msg Thursday pm stating 100.00 gift card is the only offer from my local store, still haven't heard from Tina, her male boss nor an executive, does HD not have upper mgmt or do they refuse to talk to aggravated customers. Gift card are you kidding me, I'm not purchasing anything else from you guys in addition this is not acceptable. I expect to hear from someone with HD.