Home Depot Complaint - Home Depot 100% no Questions Asked Guaranty
MORROW, GEORGIA -- On 10-15-02, I purchased carpet and installation of 266.33 yards of Beaulieu Command Performance (color, Teddy Bear-09) carpet and 49 yards of Stoney Crest vinyl floor covering and installation from Home Depot (store 0114) in Morrow, GA. The carpet was represented to be a premium 90 ounce grade of carpet with stain guard protection. The carpet and vinyl were sold under Home Depot's 100% Satisfaction “No Questions Asked” Guarantee.
The was properly installed, and the carpet is of substandard quality because stains cannot be removed from the carpet after two professional carpet cleanings.
The carpet cannot be cleaned. We tried, unsuccessfully, cleaning stains on the carpet with a home carpet cleaner. I contacted the store complaining the carpet could not be cleaned and questioned whether the carpet had been treated with stain guard as warranted. A Home Depot representative told me the carpet had to be professionally cleaned and that Home Depot would pay for the professional cleaning service. The carpet was professionally cleaned by Chem-Dry Carpet Pros but the stains again bled back to the surface of the carpet. The store representative asked us to have the carpet professionally cleaned again by a service recommended by the carpet manufacturer (Silver Leaf Carpet & Upholstery Cleaning). After the second professional cleaning, the stains continue to bleed back to the carpet surface. In spite of Home Depot’s offer to pay for the professional carpet cleanings, we have never been reimbursed. Diet Coke, among other stains, bleeds back to the surface of the carpet after cleaning. On two occasions, Home Depot asked for carpet samples to be tested for stain guard but we have never heard the results from those tests.
The Home Depot store manager and a Beaulieu Carpet representative visited my home to look at the problem. The Beaulieu Carpet representative said Diet Coke is one of the easiest stains to remove. My complaint has been pending for a year before I heard from Home Depot. They said the Beaulieu Carpet manufacturer said the carpet was not defective and it was a problem with the stain "wicking" back to the surface of the carpet. Then Beaulieu Carpet asked if they could send their so called "independant carpet tester" (All Flooring Inspection??) out to test the carpet again; it was his "professional opinion" there was nothing wrong with the carpet...imagine their inspector would say that? They said repeated professional cleanings should remove the stain. When asked how many professional cleaning would remove the stains, they didn't have an answer.
Since Beaulieu Carpet would do nothing about the carpet problem, Home Depot refused to honor their 100% Customer Satisfaction guaranty on the carpet or installation.
NEVER! EVER buy from Home Depot. They do not stand behind the products and do not honor their
100% Satisfaction “No Questions Asked” Guarantee.