HILO, HAWAII -- We purchased our carpeting from Home Depot for two of our rooms, within the first year we noticed that it began developing spots even on horizontal surfaces, and upon lifting up area rugs we could see how much it had changed. We notified Home Depot because we purchased the more expensive carpeting and it hadn't even been a year.
They sent out an "inspector" who must be getting paid by the carpet mill, because he starts blaming us saying that it's probably due to some lotion my wife was using or from pets, neither of which was the case. He leaves our house firmly convinced that it was because of something we did and not due to any problem with the carpet's quality. Our local Home Depot essentially did nothing, and were ignoring us in spite of the carpeting being well within the warranty that they were so proud of while they were making the sale.
Eventually when we realized that they would do nothing to help us, I contacted the Atlanta Head Office of Home Depot and spoke with a customer representative. She was very helpful and after I had sent her photographs of our carpeting she did follow through, and eventually it was replaced with new carpeting. What I learned is that if you really want service you need to move up the food chain.
MEDFORD, OREGON -- Made the mistake of purchasing a textured pattern Life Proof Fancy Flair carpet from Home Depot. The carpet had a 25 year wear rating and after only 13 months the pattern has disappeared under normal use traffic areas. The pattern can be improved with vacuuming, but then turns into a footprint as soon it's stepped on. The carpet looks like tan cement in these areas.
HD representative and installer representative took pictures and clearly noticed our complaint. Home Depot sent a piece of brand new leftover carpet to a textile lab for testing. The carpet rated 3.0 on a scale of 5, which is moderate change, passing the test. As a result, Home Depot tells us there is nothing more they can do for us. We suggest avoiding Home Depot for carpeting your home.
NEWPORT BEACH, CALIFORNIA -- I wanted to re-carpet one room — a family room in a very old beach house. The Home Depot measurer told me there was an original wooden floor with a thin “indoor/ outdoor” carpet glued on top of it from many years ago, and that the previous carpet installers had simply put the new padding and carpet over this thin layer. She told me the installers for HD would do the same, as it might damage the old floor to try to pull up the indoor/outdoor carpet.
HD quoted a price of over $1800 for the mid-sized room. They didn't tell me when the carpet would be available. Worst of all, they told me that the installers would have to “tear up” the first layer. When I told them their measurer, who had actually looked at it, said it shouldn't be torn up, the HD representative didn't care. When I told them the last carpet installers from a few years ago hadn't had any problem, they didn't care. The supervisor didn't care, either. Terrible people; avoid if at all possible.
LIHUE, HAWAII -- In January, 2014 I purchased carpet from Home Depot and it was installed in March 2014. Installation was great, but the carpet, made by Beaulieu America Carpet started to wear, fade and fail after about a year. I contacted Home Depot and they asked me to send pictures, which I did. Home Depot said that this was not their problem, contact Beaulieu. I contacted Beaulieu, and they said it was Home Depot's problem because any warranty claim had to go through Home Depot. I was never given warranty information by Home Depot when I bought the carpet.
Now, I have had to file a lawsuit against Home Depot in order for them to pay me back for the faulty carpet (about $4,000). Home Depot gives you the runaround and hopes that you just quit and give up. This has been an awful experience with Home Depot because they should give you a copy of the warranty when you buy the carpet (or before). If you have other options, explore them!
CYPRESS, TEXAS -- The Cypress, Texas Home Depot on Hwy 290 does NOT honor their 72 hour carpet installation guarantee. They installed the carpet I purchased 48 hours (or two days) late. The store manager is terrible at customer service. He's difficult to get in contact with, he makes promises to look into the issue and never follows through or return calls. I recommend NOT purchasing carpet at the Home Depot in Cypress, you will regret it. It's just a matter of time before this do-nothing manager's attitude affects the entire store's customer service and profits.
GILLETTE, WYOMING -- After my husband and I remodeled our house, I will not set foot on Home Depot property again. We made the horrible mistake of buying our carpet (among other thousands of dollars in materials) for our entire house here. Once the credit card was swiped, we were sitting ducks. Nothing we were promised prior to the sale was followed through on.
Installers didn't show up on the day of the appointment, when they did show up a week later they had inferior padding to what we purchased so they had to leave and get the correct padding, installers left for 2+ hours in the middle of the install, finally returned and then claimed they didn't have enough carpet to finish the job as it was 'mis-measured' so they had to leave. (Found out later that was a blatant lie).
Used a HATCHET during the installation and scuffed, scratched and scraped all the walls. The lines between carpet and linoleum were anything but straight. Seams were left un-sealed. Couldn't even get a business card from the installers - did get a phone number but trying to call them "no voicemail has been setup". Trying to deal with Home Depot and their sub-contractors (HOM Solutions) were nothing but HELL. They are pro's at talking around you, have a knack at blaming YOU for their horrible customer service.
Employees even pulled us off to the side and expressed how crappy the store procedures are and how sorry they are for what we were going through. We ended up hiring an independent carpet installer from another town to come finish and repair the horrid carpet installation. Go anywhere else... anywhere!!!
CHICAGO, ILLINOIS -- Sadly, I did not read the Carpet Professor website, which warns against big box stores like Home Depot for carpeting. I had a higher end carpet installed in 2007. I used Home Depot's contractor. Within a week it had wrinkles all over, but I didn't do anything because of the hassle of moving furniture and lack of time. In the process of preparing to sell, I had a stretching company come in. The installation was incompetently done, bent wood nails where there was cement, far more seams than there should have been, and the carpet was delaminating like a zipper.
Note that the Home Depot warranty for delamination: ONE YEAR. Yup, and because I used Home Depot's installers, they of COURSE would not mention if they were installing old, delaminating carpet to begin with. So why two stars and not one? Because when I called Home Depot with this, they always promptly responded and were courteous right up to the point where I learned how poor the warranty was. So...kudos for customer service, but a big STEER CLEAR based on product and services.
STOCKTON, CALIFORNIA -- My husband and I went by Home Depot last weekend and spoke with Dan **, flooring specialist about replacing the carpet. While Dan assist us, I asked if Home Depot would replace the carpet only since the pad is still in good condition. Dan stated whatever we need. So, of course I picked out the carpet, scheduled measurement, and paid the $50.00.
After the measurement, I called the Home Depot flooring department to get the quote price and was told the pad must be included. When I try to explain that I have never agreed to the pad, but the carpet. I was turned down due to their policy. I was pissed! How can Dan tell me it was okay and now the store manager confirmed that it must be done with pad and carpet for the installation to take place.
This was one of the reason why I did not select the flooring pad thickness (and only the carpet) because I honestly thought carpet was the only thing I will replace. Yes, it was very disappointed! Dan stated he worked for numinous of years in the flooring department at E. Hammer Lane... Only to give me incorrect information! I even got the chance to speak with Dan when he called and I make sure he got my two cents for not accepting the fact that he was at wrong. I hope he learned his lesson.
Wish I could of recorded the conversation as proof during the visit with Dan. Unfortunately, I did not so it was he said and she said. Due to our deadline, we must go with Home Depot. I hope this is the end of our bad experience with Home Depot. I wish Home Depot would improve on their investigation and give customer a chance to be right, too. In this case, we believed he was covering it up to protect his job. "You can do it. We can help" part of their mission, will I have to say this is not true. After everything, I did apologized to the store manager for being frustrated and I hope to receive a better experience the next time around.
WASHINGTON, PENNSYLVANIA -- I am a contractor whose customer purchased carpet through Home Depot. The workmanship was terrible. Every seam on the job can be seen along with many other mistakes. They used Mexicans to install who couldn't speak English.
They arrived in a van that was out of inspection for over a year. They used the bathroom every time they were in the house without asking. The first time the water wasn't turned on in the house yet. We have been lied to and pushed to one person to the other with no help in fixing the problems. I have had a expert look at the job and he said "these seams cannot be fixed." Don't buy carpet from Home Depot.
SAN LUIS OBISPO, CALIFORNIA -- After 18 months of having my carpet installed by Home Depot it looks like it's 20 years old. I supposedly purchased the higher end quality with a written warranty. After filling a warranty claim after multiple phone calls, e-mails, they simply will not honor the warranty. From the get go they started looking for excuses. Why not to honor my warranty: First they suggested the installer was to blame. Secondly they suggested that maybe a carpet cleaner, pets (which I do not own) and so on..... I felt insult to injury by the protocol they have in place on how not to honor their written warranty. Save yourself time and money. Avoid the Home Depot,