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Carpet Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!

Do Not Buy Carpet Here! Ever!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AVON, COLORADO -- I went to Home Depot early in July to order some carpet (because it is the only supplier in the area). After waiting nearly 45 minutes for a representative to assist me at the carpet counter, I got my quote scheduled for someone to come out and measure. You would think that something as simple as coming on the right day for the measurement would be an easy task, but they showed up on the wrong day when I was at work, so therefore they were unable to get in the house. Delaying the measurement until another day when we could reschedule.

We finally settled on a day when I could get them in the house (that we were not yet living in at the time) to measure, and I told them to call me when they got there so I could be sure that they got the correct rooms measured. Of course they did not, and I received a quote for $500 dollars over what they had initially estimated. I reviewed the measure, and found that they had added on an additional room DOWNSTAIRS, when I specifically told them that it was only the upstairs that I wanted carpeted. Normally, I would be shocked by the quote, but after seeing how shady Home Depot is with the quotes and estimates, I kind of expected it.

After straightening things out, we finally ordered the carpet and they told me it would be a few weeks until the carpet arrived. They then send you off to some company called Home Solutions that takes care of the install. You have a better chance of getting hit with lightning than you do getting a hold of these people on the phone. 6 WEEKS LATER, they call and tell me that the carpet had arrived and we were ready to set up an install date. We decide on a date and then they told me they would call the day before to specify an exact time.

After calling them and leaving several voice mails the day before to try to figure out when these yahoos were coming, it climaxed with 0 success... leaving me to wonder if they were actually going to come or not. The next day, which I had requested off from work (day of supposed install), I call several more times in the morning to try to figure out when these mystery men were coming to lay my carpet. NO ANSWER ALL DAY LONG. They finally called the next day to apologize on their techs calling in, and we proceed to set up another install date.

At this point, I would've gladly taken my service elsewhere, but we live in a remote mountain area with good ole' Home Depot being our only option. Anyways, we set up another install day, which I can't make, but my dear wife who had just had a baby was able to get off work in order to be there. Two days of missed work out of our budget to try to accommodate these people to lay our darn carpet that we paid plenty of money for. Well, wouldn't you know it, the same issue of not being able to get a hold of anybody to figure out when the hell they were coming to our house.

The day of rescheduled install, we've finally got a call from one of the techs saying they wouldn't be there until the afternoon now. Perfect. Wife has an appointment for our infant son to get to, so I leave work early to get to the house to let them in. More money gone. The installers work until late that night, and you think at this point, with the steam coming out of my ears from this whole ordeal that they would be sure to clean up well. They left all of their scraps and the giant leftover pad that I now have to take to the dump and spend more money on.

WOW Home Depot, I hope you're proud of your customer service and glad to know that I will never be coming back to you stores anywhere in the country as for the rest of my friends and family. I will deliberately drive 50 miles out of my way just to make it to another store where they will actually appreciate us as customers. For anybody out there trying to decide if Home Depot is the right place for you for your install, say NO, just like you'd say no to drugs. Run away as fast as you can. I am not the only one with this same heartbreak. I have had friends and family from other store locations with the same problems. Hope this helps!!!

Run, Don't Walk, from Home Depot Carpet Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST. LOUIS, MISSOURI -- I cannot tell you how fed up and disgusted I am with this Big Box nightmare. They are revolting and I would give them negative stars if I had the option. My basement flooded almost 4 weeks ago. Right away we got the water removed and the carpet pulled up. Just finished the basement last year so the carpet isn't a year old. The carpet was salvageable but some pad was not. I was told their install people would contact me to arrange the inspector to come out before anything was replaced. I waited nearly a week to hear from them. Nothing. Finally I took it upon myself to call. The guy lied and said he had been trying to call me. I offered to screen shot my recent call log and send it to him. There were no calls from him. We lined up the "inspector" to come out and basically see what needed to be done. I already had had our adjuster out and could tell him what was going to happen, but NO, the inspector had to come out. And he had to come out on a day I was working so I rearranged my schedule to meet him at 4pm. 4pm rolled around...nothing. 4:15pm...nothing. I called. No response. 4:30...nothing. 5pm...nothing. The window I had been given was between 3-5, I think. I told them I wouldn't be available until after 4 and they made the note in my record and said the guy would be at my house around 4. Nothing. NO show, NO phone call. I was flabbergasted. I called the next day and blasted the guy. He lied and said he had called. record of this. We reschedule "inspector". The guy was again supposed to come at 4...nothing. 4:15 I called and "Sean", the remote customer service with Install guy says he (the inspector) is about 3 minutes out. I hang up. Well, 4:35 or so he rolls up. He did exactly what I expected...measured and said, "yeah, carpet is fine, pad needs replaced." He writes a report and submits it to this outsourced install company who has, at this point totally disrespected myself, my time and my work. Make no mistake, Home Depot has called and gotten it's money for the new pad. They seemed to be able to get through to me for that. But yet again, I had to call and call and call to get the actual service appointment set up. By this time I know that they are not going to call me. They said they have been trying to get through and this is a lie. Everyone else seems to get through just fine on this phone, but for some reason this Install outfit can't figure out how to make an outgoing call. I setup the install for the pad. I ask what their time windows are and I'm told I'll be called the day prior and TOLD when they would be there. I literally laughed out loud at the woman. Of course they will!!!! I have to set aside my Entire day to wait to hear when THEY decide to show up and do their job. I cannot tell you how much I regret this purchase. I have now dealt with my local Home Depot who loves taking my credit card number, the inspector who submitted the "report" and these incompetents at their outsourced install company. NEVER, EVER, EVER Again. Go local.

Carpet Installed Is a Cheap Imitation of Showroom Sample
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LEWISTON, IDAHO -- I selected one of Home Depot's top of the line carpets, Platinum Plus, Harvest III for installation in the living room and master bedroom, a total of 127 yards costing more than $7000. When the installers arrived on Oct. 10, I checked the tags on the pre-cut carpet which indicated it was Platinum Plus, Harvest III. The installation was completed that day and before the installer left, as we were assisting with sweeping and vacuuming up loose yarns and I was having difficulty vacuuming, the installer told me that it would be necessary to vacuum in one direction only. I had never heard such a thing.

Right away I noticed that every footprint showed on the carpet. I thought I had selected a carpet with more resilience, so I located the sample and compared them. The only resemblance was in the color and even that was a little off. The installed carpet fibers were thinner, silkier and very much less resilient resulting in crushing and matting with each step.

I called the store immediately and took a sample of the installed carpet along with my sample to the store. The manager and another person both agreed that they did not seem the same, but said it was not their decision, that testing needed to be done. The carpet was manufactured by Engineered Floors in Georgia, and the testing done by a lab in Dalton, GA. Pile weight, density, and pile height were tested, and they were determined to be within the 7% manufacturing tolerance, so Engineered Floors denied my claim.

Then Home Depot sent out an inspector. He took photos of a ruler he held to show pile height and not much more and in his report said the sample and installed carpet were "the same." I insisted that any lay person who felt the carpet and looked at the fibers--no need for a carpet expert--could tell that these two carpets were NOT the same, that Home Depot or the carpet manufacturer pulled a "bait and switch," substituting a look-alike carpet of lesser quality. Next I took samples to a university professor whose expertise is in textiles and with a visual and "feel" test, she said they are not the same--the pile height and diameter of the yarns is different.

I have asked for a full refund and removal of the carpet from my home. I have filed a complaint with my state attorney general. It is now December and Home Depot continues to drag its feet, asking for another piece of carpet to conduct yet another test, even after I told them that on their own website the 8"x8" sample specifications show a pile height of .625 and a density of 4032 while the carpet by the yard shows a pile height of .6875 and a density of 3665.

The high quality samples are still in the store showroom and are still being sent out (I ordered samples of Platinum Plus, Harvest III on two separate occasions after Oct. 10, and they have not varied--none is the same as the carpet installed.) The "Resolution Expediter-Executive Escalation" person assigned to my case has been polite, but really only receives my emails and is unable to make a decision. He forwards everything to "store leadership" whoever that might be.

Carpet Nightmare
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

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.

LifeProof Carpet
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MEDINA, OHIO -- I LifeProof carpet installed by Home Depot in my family room. The sales person went on and one about how great of a carpet this was for pet owners. Within 30 days the carpet snagged. My puppies were playing and one of the puppies got their collar stuck on one of the loops on the carpet. I complained several times to Home Depot (even called Corporate) and they refuse to do anything. I would NOT recommend this pet owners. I have two puppies and they are both no more than 10 lbs. If I wasn't home, I hate to think what would could have happened to the puppy stuck to the loop in carpet.

Stay Away: Bad Products, Bad Installation. But Oddly, Good Customer Service!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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.

Carpet Replacement
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Home Depot Nightmare
By -

ORANGE CITY, FLORIDA -- We are currently 4 months into a carpet installation gone awry with Home Depot. The unprofessional manner in which we have been treated is appalling. ATTENTION PROSPECTIVE BUYERS: If you are considering ordering carpet from Home Depot, and are counting on them abiding by their "100% Satisfaction Guarantee" DON'T!!!!! This is only a marketing ploy to dupe already wary and weary customers.

On Memorial Day weekend, we were lured into the store with the 6 months same as cash deal many others have fallen prey to. (P.S. I understand there is a class-action suit about shady interest dealings on this issue too.) Carpet was ordered, and finally delivered and scheduled for install on July 2nd. U.S. Installation was the installer that Home Depot scheduled. Their outfit is another story for another day....

3 of 4 of them spoke no English, which is pretty convenient for avoiding the customer's questions about the install process. After the job was finished, we were shocked to find carpet of two different colors, seamed right down the middle of our living room. This is visible from the front foyer, the dining room and our master bedroom. After months of finger pointing between Home Depot, the carpet manufacturer, and U.S. Installation, and after two "professional inspections", and even an inspection by the local store department manager it was determined that the carpet had a "side match" defect. DUH.

Carpet was re-ordered, and re-scheduled for installation on September 18th. (Mind you, in this span of time, we have weathered 2 major hurricanes in our area of Florida. Some of the hurricane victims have already had their houses repaired in this time frame.) On the 18th, we moved the furniture out AGAIN, and half our house was carpeted. But, wonder of wonders, the installer did not have a floor plan with layout drawing for the living room, master bedroom, dining room half of the house. The installer headed back to the warehouse with that roll, since he was prohibited from installing without said layout.

Meanwhile, back at Confusion Central, the layout was located and faxed to us. But guess what? The carpet wasn't here at the house, and the only person on planet earth who could re-open the warehouse with what is evidently the only key, had gone to her son's soccer game, and could not be located. So..... install was re-scheduled for the following Tuesday, Sept. 21 with the promise of 3 burly men to help move furniture the THIRD time, since my husband actually has a life and a job to do most Monday through Fridays! So Tuesday morning ONE, count them, 1, installer shows up with the carpet in the back of his Nissan pickup.

But guess what? He has just dragged the carpet on the streets between the warehouse and our home, so now there is a lovely hole in several layers of the rolled up carpet. Just peachy. We still have no "100% Satisfaction", only 100% disgust. The current offer on their negotiation table is a half refund, with half the carpet installed, and the original problem still on the floor in the living room.

RUN...... DON'T WALK AWAY.... RUN TO ANY OTHER COMPANY IN YOUR AREA WHO HAS A GOOD REPUTATION FOR CARPET INSTALLATION. We learned the hard way that any company which relies on outside contractors to finish a job has absolutely NO incentive for actually seeing the job through to completion. "Burned" in Florida, alias: "Will no longer step foot in a Home Depot Store Again". :-{

Carpet Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Home Depot Carpet Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 36 ratings and
88 reviews & complaints.
Contact Information:
Home Depot
2455 Paces Ferry Road Southeast
Atlanta, GA 30339-4024
1-800-466-3337 (ph)
678-556-7614 (fax)
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