Home Depot Informative - Home Depot Windows Problem -- Resolution
FLEMINGTON, NEW JERSEY -- Last spring, I wrote a review about Home Depot, in which I ordered $22,000 worth of windows and doors, had measurements taken by Home Depot's contractor, only to have the store order the wrong sizes. Home Depot said it was my fault, and refused to take the product back, even move the windows and building materials out of my garage, where they were stored. Basically, they told me to go to hell, right up to the highest corporate levels. I filed complaints with the BBB, etc., which got me exactly nowhere.
Finally, I contacted the local (NYC) TV stations, and Tappy Phillips of Channel 7 Eyewitness news interviewed me, and ran my story on the 11 PM news in early August. BTW, Ms. Phillips was stonewalled by the Home Depot public relations team, just as I was.
Before the story ran, surprise! I received a call from one Steve Sapsford, who was Home Depot's head of consumer relations. Sapsford agreed to refund all my money for the part of the job that was bad (about 2/3), and take out one of the windows which was much too small. (That window was replaced with a correctly sized window ordered from a local vendor, and installed by a local independent contractor -- correctly. That contractor also fixed up the installation of my front door, which was done incorrectly by Home Depot's contractor.) Home Depot paid the difference between their installation and that by the independent contractor, which came to several hundred dollars.
But Home Depot didn't refund about $4,000 for labor that wasn't done on the windows which couldn't be installed. I called Sapsford, and got no answer. After some quick checking, and a few threats of a lawsuit and criminal prosecution (I had Sapsford's promises in writing), I learned that Sapsford had been fired. I don't know why, but I suspect my problem had something to do with it, and that's why I didn't get all my money. Perhaps Sapsford was made the fall guy; I wasn't the proverbial fly on the wall, so I'll never know.
My situation was quickly relayed to Joe Hamburg, the "Conflict Resolution Specialist" for the NY and NJ region, and the same Joe Hamburg who had refused to take my calls earlier did refund the rest of the money. This was done on September 18, exactly eight months after I originally ordered (and paid in full) for the windows.
I never received an apology of any kind from Home Depot. In December, shortly before Christmas, I contacted one Jerry Slade, who is a Home Depot PR flack, told him my story, and demanded an apology. Slade said he'd look into the matter, and that was the last I heard from him. I'll get an apology around the time the Cubs defeat the Kansas City Royals in the World Series.
A couple weeks later, I heard on the news that Bob Nardelli was fired. I hope the fiasco about my windows, and Home Depot's utter arrogance, had a bit to do with Nardelli's corporate demise.
You won't have to worry about him, though, the $210,000,000 he got as a severance package will pay for many, many rounds of golf. I only hope he loses his ball in a Florida water hazard, wades in to retrieve it, and is swallowed whole by an alligator. Couldn't happen to a nicer guy.