Home Depot Complaint - Home Depot does not stand behind the products it sells
Resolution Update on 10/23/2010:
RESOLVED! My husband and I received a refund check from Home Depot last week. This entire ordeal has taken 10 months from first complaint to a refund check but it was well worth it considering we had paid almost $4000 for a worthless product. It hasn't been easy but with perseverance we've come out on top. I cannot stress enough the importance of truly believing that you are in the right and then backing that up with documentation. Everyone thinks they're right.....you must SHOW WHY.
In August of 2009 my husband and I visited our local Home Depot store, #1302, in Anchorage, Alaska looking for new carpet for our entire home. We stressed the fact that we needed a carpet that was tough enough to handle a family of four with dogs. A Home Depot Flooring Expert helped us choose a carpet she felt was perfect for us.
September 2009 the carpet was installed. By December 2009 the "tough" carpet was beginning to look slightly worn in spots. In January 2010 I contacted my local Home Depot to file a formal complaint. A couple of weeks later a representative from the Home Depot flooring department visited our home and agreed that the carpet did look worn but they couldn't judge it properly until the carpet had been professionally cleaned because it was his opinion the carpet was just dirty. We not only arranged to have the carpet professionally cleaned but we also visited Home Depot again and spoke to the EXACT SAME Flooring Expert who helped us choose the carpet. We explained the problems we were having and asked for help choosing a new vacuum thinking that would help. We had a Dyson Animal that was a few years old and liked the brand. She suggested we purchase the Dyson DC14...which we did.
The carpet cleaners finished our carpet and noted on their form that the carpet showed excessive wearing. Once again we contacted Home Depot to please come inspect our carpet because the cleaning had not helped. We were informed that they couldn't come out for a few weeks.
Almost a month later a representative from Home Depot visited our home and agreed that the cleaning had not helped and the next step was to have a professional unbiased carpet inspector take a look at our carpet and our vacuum. The carpet inspector visited our home in April and, after crawling all over my home and inspecting my vacuum, spoke to me about how the vacuum we were using was very aggressive and was tearing and tangling the carpet fibers which was making it possible for ourselves and our pets to damage the carpet just by walking on it.
Several weeks later I received a phone call from the Home Depot Flooring Manager informing me that the carpet inspector had sent them his report and because it was not a carpet defect Home Depot was not responsible. He then told me that the report indicated that the cause of the problem was my pets. I challenged this by reminding him that I had spoken to the carpet inspector and that was, in fact, NOT what he had said. At this point I requested that he either send me a copy of the report or I would contact the carpet inspector and request one from him. The Flooring Manager faxed me a copy of the report which said exactly what the carpet inspector had verbally told me. The Dyson Vacuum was very agressive which had allowed the damage to be caused. At this point the Flooring Manager reiterated that because it was not a carpet defect Home Depot was not responsible and that maybe I should contact Dyson.
It was, and is, my belief that Home Depot should have stopped at this point, apologized for the problem and offered a store credit to replace the carpet. Instead, after repeatedly asking for help, the Flooring Manager gave me the 1-800 number for Dyson. When I informed him that this was unacceptable and that I expected more help he became obviously irritated and said he would see what he could do and return my call. Several days passed with no contact from Home Depot so I called the flooring manager again. He said that he had gotten some names and numbers for me and they should have called me by now. Because they had not I took his list and started making calls.
The employees at Dyson were very professional and arranged to have my vacuum shipped to them for inspection. Today I received a phone call from a Dyson representative informing me that their claims department has ruled that my vacuum is functioning in the manner in which it was intended, my claim is denied and I should contact Home Depot and the carpet manufacturer.
It is my belief that it never should have come to this point. Home Depot should stand behind the products it's employees suggest. My next step is to contact the Public Affairs office on Fort Richardson and report Home Depot for it's maltreatment of this country's Veterans.
My belief remains the same. We gave Home Depot $3700 for beautiful new carpet. They have their money and we're still waiting for the new carpet.