Home Depot Complaint - Carpet Nightmare
EVANSVILLE, INDIANA -- Purchased carpet in the amount of $7,000 plus. Placing carpet in a house that I was getting ready to move into. Current carpet was removed. Selling current home and moving into home that carpet was purchased for. Installation date was 4 days before house closing and moving date. Carpet and installers arrived at designated time. In this area Home Depot contracts their installs through Coverall.. Installers alerted me to flaws in the carpet. Home Depot had them to remove all carpet for return. That started my problems with HD. Talked with HD to reorder carpet. On the second day, was told that carpet would have to be made taking approx. 3 weeks to make then schedule for install and then install. I decided to travel another hour trip to the closest HD to pick out another carpet that was already in stock at the carpet mill which would expedite the process. Changed carpet, there was a small difference in cost that HD picked up. They were supposed to expedite the order to have in 5-7 days. It was scheduled to arrive in that approximate time. HD policy is to not schedule installation until the carpet arrives, with no exceptions. I asked for an exception due to the fact that I had to move my entire belongings out of a 2400 square ft house that I hade lived in for over 20 years to a house that had no carpet in it. This was causing me to put much of my furniture and possessions in storage the garage, etc. This was a huge inconvenience due to cost and pretty much having to move twice. Put a mattress on the bare floor with a TV until carpet could be installed.
Made countless calls to HD and to Coverall checking on the carpet. HD stated that the trucking company had it in route and should be delivered on time. Coverall claimed they did not receive it. This continued for 31 days between the day the carpet was removed from the house until they came back to install the replacement carpet. Somewhere in the second week of Coverall saying they still had not received it and the trucking company saying they delivered it, Coverall found it at their facility. Since it was a different carpet and manufacturer, they said they had missed it. Larry, a HD expediter, said "it had been there for a while". I ask for supervisors, managers, VP's, and get a "second level" customer service rep (Judy) who assures me she will help expedite the situation.
I was told to call Coverall and schedule installation since it had been found. When I called they told me it would be two weeks before they could install it. I complained that I should have been on the install schedule already, due to the wait. They told me they were sorry, but that one of their installation crews had quit, one guy was in the hospital and they could find the other crew!! I am like what?? I communicate this to HD with no help. I had never asked for a dollar refund due until now and I tell "Judy" that I all of my phone calls and daily efforts had not helped at all and that I felt there should be a credit given on the cost. She told me that HD would discuss that with me and work something out, but ONLY after the job was completed and I was satisfied and that was their policy.
After completion, I asked for 50% she said that would not happen. She offered me a $500 gift card. I told her I felt 20% was reasonable due to all of the mess ups and inconvenience. She said she understood and would check further and let me know. I then received a call from the Evansville store, assistant manager Jason who informed me that installation issues happen and that is out of their control. He had talked to his superiors and they did not feel that the circumstances warranted any credit at all or further consideration. That was over a month ago. I have repeatedly called "Judy", only to get her VM. I have left countless messages for her to call me. She has not. I have called her three times today.
I strongly urge others to reconsider before using Home Depot for any large projects or purchases with installation requirements.
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