Home Depot Complaint - Home Depot Makes You Suck Up Their Mistakes...and Pay for Them, Too
I’m here to warn you to never purchase large ticket items or services through Home Depot. We spent weeks with the kitchen designer planning our kitchen from pretty much a blank canvas. In good faith, we installed plumbing, flooring, lighting, and gas lines based on the agreed-upon plans. The window, oven vent, light switch, and alarm pad were the only things installed when Home Depot sent their experts to measure the room, for which we were charged $125. From there the story gets ugly. Not only did HD’s experts come to measure once, they came a second time. When the cabinets arrived and were installed, these are a few of the things that happened:
-- one entire wall of cabinets was mis-measured.
-- upper cabinets did not fit where the oven vent was to be placed; we had to pay to have the vent moved
-- the last cabinet covered the light switch and alarm pad that were in place when the room was measured; we had to pay to have the light switch & alarm pad moved
-- the island was not planned correctly to seat two people and changes had to be made to the plan that extended the island far beyond where we wanted it to be (it's now into the family room); we had to suck that up, too
-- now let’s talk about the quality and manufacturing process of the cabinets
-- at least 3 cabinet doors came with scratches, similar to someone who had scraped them with sandpaper
-- at least 4 had gouges, similar to someone using a utility knife to open a box
-- over 30 doors has rails and stiles on the fronts that did not meet (we have since discovered from talking to other furniture makers, that this is due to an error in the manufacturing process)
These are only a few of the problems we had with either measurements taken by HD or the quality of the cabinets received.
We tried to work with the local HD, who sent one batch of doors back, only to get back replacement doors with similar problems. Then they got defensive and claimed we were the problem and that we wouldn’t be happy with anything. These were very obvious problems that people who visited our home would point out to us.
We then sought assistance with HD’s Customer Care Center in Georgia. They offered us $3,000 to keep what we had (we have since found many other complaints where this appears to be HD's standard amount to make you go away). This didn’t even begin to cover the costs we had incurred in preparing the room to meet their design specs, much less to fix their errors, so we asked them to re-think this and identified the amount that was closer to what we were out. We didn’t think we had to eat up every cost. We thought it only fair that we be reimbursed for the costs we were out as well as compensation for the lower quality of cabinets we had received because HD wasn’t willing to honor their warranty by providing good quality cabinets to us. We spoke with a lawyer who suggested we write to them and see if we could get them to talk to us and negotiate for the amount that was closer to what we were out; he also said he expected we’d be back because HD was a company that was too cocky in thinking they could railroad people. He advised us to also get written statements from independent furniture makers regarding the craftsmanship/manufacturing of the pieces we had received (we’ve gotten 3 so far) He also advised us to get estimates from furniture makers for what it would cost us to “make the cabinet doors right”, which we have.
Well, he was right. HD in Georgia never bothered to even respond to our settlement request; they just stopped talking to us. Well, the sad part is that in this economy, a company that isn’t even willing to talk to or to treat their customers with respect isn’t going to make it. They probably don’t think we’ll take them to court, but they’ve misjudged us. We've been without a functional kitchen for nearly a year. We have an autistic child who has been very disrupted by all the upheaval and nothing being finished. We can't afford to eat out because of the additional costs we had incurred because of Home Depot. We're facing an $18K bill due in several months and an unfinished kitchen because HD won't talk with us. We had tried to be "fair" and not identify all the costs to them, thinking that we could take some of the hit, but after their treatment (especially the local HD manager), no way. We have had to spend untold hours and hours of time outside of work in order to take care of this. We had been loyal customers for over 25 years; not anymore.
What a shame; this would have been such a simple thing to work through and they could have left with a somewhat happy customer; they just didn't think very much of their customer....