Home Depot Complaint - Home Depot carpet - no Stainmaster in the "Stainmaster" carpet
ATLANTA, GA -- Frank Blake
Chairman and CEO
2455 Paces Ferry Road NW
Atlanta, GA 30330
Dear Mr. Blake,
I am in receipt of your letter dated April 27th, 2010. I have already received this carpet inspection report from your 3rd party “expert” – who did not do half the testing, or even pull up the carpet from the pad and inspect both the back side of the carpet, the pad and the flooring as my carpet inspection expert did on my carpet inspection report dated January 22nd, 2010. I would say you are wasting your time and money with your so-called “expert”!
What I wanted was the report from Stainmaster, stating that there was some evidence of “stainmaster” product in my carpet. Please see my letter dated March 13th, 2010, 3rd paragraph. I believe my carpet staining is the results of the product not present in my carpet, which was the exact problem as I had before with the previous original “new” carpet I purchased from Home Depot on March 24th, 2005. The first time the staining occurred with my new carpet, Home Depot came to my home, took samples of my carpet, sent it to Stainmaster/InVista, and I received a report back from Susan Baker at InVista stating that there was no stainmaster in my carpet, therefore the stains were spreading. Home Depot replaced my carpet with new carpet, which apparently is also defective –
When I talked to Susan Baker at InVista, she stated that InVista had reformulated the product in the carpet – in April 2008 – after she had ordered my new replacement carpet in December 2007, my new carpet was replace in February 2008. Which leads me to believe that this new replacement carpet is defective also. The stains are reoccurring in the same fashion, different areas in the home, but mostly where the hardwood flooring meets the carpet – where one would walk from the hardwood floor to the carpeted area. Please see my letter dated January 7th, 2010.
Obviously instead of getting the test results back from InVista, Home Depot is taking the easy way out, not taking responsibility for selling defective carpet, and using 3rd party “experts” who just say what Home Depot wants them to say. I have already reported this to the Atlanta Better Business Bureau, my Facebook, and other blogs, and I am waiting for a local news channel investigative reporter to get back to me. After I make sure that I inform everyone I know about Home Depot’s defective carpet, and very poor customer service, I will have my carpets replaced by professionals.
As in my carpet inspector’s letter dated January 22nd, 2010, my new carpet was not installed correctly, “not been properly stretched”, and was not properly stapled down, so the carpet is now coming up in areas.
I will never do any business with Home Depot again. There is NO customer service, and obviously any guarantees for defective product purchased. I have learned my lesson, and I am telling everyone I know so they do not make the same mistake I did.
Fortunately I live in Bellevue, where there are plenty of other retailers who set the standard for good customer service; Costco, Nordstrom, Starbucks. If I had purchased my carpet from Costco, this would not even be an issue right now, because Costco would have replaced the carpet immediately, and I all I would have to do is make a phone call.