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Massively Shedding Carpet From Home Depot
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

VIRGINIA BEACH, VIRGINIA -- We purchased our flooring from the HomeDepot because it has very good reputation previously. We had around 1200 square feet area covered by carpet. We placed our order on Jun 23rd and the carpet installation was scheduled on July 17th.

It was all good until we moved in on July 25th. The massive shedding of the carpet surprised all the family members. The carpet fiber is everywhere and you can easily pick up balls of fiber from it. And I even found carpet fiber in my six-month daughter's poo poo. I used a regular shark vacuum (NV356E) and got full bags of fiber as shown in the photo. Everyday I can get a whole bag of it. I guess there must be quality problems with the carpet.

I called the HomeDepot. There sent the installation persons to come on August 7th. Those experts took pictures and verbally told me there definitely are quality problems with the carpet. One week later, however, the manager called me and said that the vendor told them it is normal for the new carpet to shed!

I understand that new carpet would shed a little bit. But this kind of shedding is beyond what should be called "normal". I request to have my money back and we will have to install new carpet. The manager refused and said after six months if the shedding continues, they can escalate the claim. That does not make sense. We will change carpet before it reaches six months because of the hazard on my babies. I hope HomeDepot treasures its reputation and stop selling something with such poor quality. BTW, it is not the cheapest carpet in HomeDepot.

Management Disorganization
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

CONCORD, CALIFORNIA -- Bottom line: Home Depot system is very disorganized; everyone you talk to tells you something different. Subcontractors take advantage of their workers.

Had a contractor remodel two bathrooms, bought the flooring at Home Depot but had my contractor install it. No problems. A few months later decided to have Home Depot install the same flooring in the hallway. Went to HD, they said they couldn't do anything until they had their guy measure the flooring, which cost $50. Was surprised that I would have to pay for measuring (in advance yet) but went ahead. As far as I could tell, the guy who showed up to measure the floor didn't actually work for Home Depot. Never have I seen someone take so much time to measure such a small space. HD told me that I couldn't do anything further until they received the measurements, which took a few days.

Once they were ready for me I went into HD to order the flooring and was surprised to discover that the flooring that I had purchased just a few months prior was no longer made and not available. The salesman even made a few calls to the national warehouse and others, but was told there simply wasn't any of this pattern left (aside - after later doing some research on the matter I concluded that this probably isn't unusual; as far as I can tell quite a bit of the flooring that HD has on sale today won't be available a year from now).

This sent us into a furious round of spending a couple weeks trying to find something similar. Once we had selected something we went back and talked to the same sales representative. He tried once again to order the correct flooring but has the same result. He then said "let me try something" and went directly to the HD consumer website and guess what - it showed the flooring as still available. But the system wouldn't allow him to order it; I had to order it myself, while he ordered the rest of the supplies through regular channels.

To shorten the story, this totally confused the HD system; they wouldn't schedule an installation until their computer said I had ordered the flooring, which it never would because the store computer and the customer website are different systems that don't exchange information. I lost track of how many different people and departments I had to talk to trying to straighten things out; the one thing they all agreed on was that "it's not my job."

Finally I was ready to go. I called the HD scheduling department and discovered that they don't actually schedule anything, they just send an e-mail to the installation sub-contractor telling them that the job is ready to be scheduled. In due time I began receiving e-mails and phone calls from JW Flooring, with a long list of non-negotiable demands (I was responsible for bringing the flooring inside the house; they don't move electronics, valuables, China cabinets, etc.).

On the appointed day their installer showed up, surprisingly without any helper. At the end of the second day it was obvious that there was a good 12 - 14 hours work left to be done. About then the supervisor from JW showed up and essentially told the installer to get the job completed the next day. This resulted in the installer doing 12 hours worth of work in 8 hours, and you could tell that he was in a hurry by looking at the work. The next day I discovered that the hallway door would no longer lock; I had to buy a new latch and fix it myself. There was also a 2 inch gap under the door due to the threshold not being replaced, and the first time we ran the washer water overflowed all over the floor. I ended up paying a contractor $800 to fix the washer drain pipe.

But wait, there's more. Knowing that the product was discontinued we decided to go ahead and do the living room and kitchen in the same material, which I had to order online. As above, measuring, ordering accessory parts, large number of phone calls, e-mails from JW Flooring that made me feel like they were treating me as an employee rather than a customer. Got the job scheduled in and this time two technicians showed up. The scheduling department told me that the job would take at least two days and possibly three. Guess what - halfway through the first day the JW supervisor showed up and told the crew to get the job finished that day. They ended up working from 8am until 8:30pm.

Before I could even complain to the supervisor about the low quality of the previous work done at the end of the last job he and another supervisor looked at the hallway and began discussing what a poor quality job it was. I told them that the poorly fitting seams were because the installer had been rushed; the supervisor told me that no, it was because I had chosen cheap flooring material (which doesn't explain why the rest of it fit fine). I complained about the two inch gap under the door and he told me that the door needed a threshold and "we don't do thresholds." To add insult to injury, after they left I realized that HD had ordered about $250 worth of moldings and supplies that were unnecessary and had never even been opened.

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

FARMINGTON HILLS, MICHIGAN -- Ordered TRAFFICMASTER 12/31/16. Delivery and install date of 01-25-2017. Prior to delivery date, removed furniture, had room painted, and had the carpet and pad removed. Delivery day came, today. Installer came out with carpet and rolled it out. I went to inspect the carpet and it was severely defective. Patches of pile were dense in some areas and light in others. Additionally, there were lines in the weave that could only be caused from an un-calibrated loom.

Taking a full day off, having scheduled for furniture to be delivered tomorrow and have a room with no carpet does not bode well to completing things on time. Like they think that their schedule is more important than mine? Called Home Depot and of course, they knew nothing about this and also, there had been absolutely no inspection process along the way. Mohawk, the manufacturer sure didn't care about sending out DEFECTIVE PRODUCT. Home Depot didn't inspect and identify that the mill had sent out defective product.

So what was the result... Home Depot said it would take another 4 days to 3 weeks for the replacement carpet to come in. That there would be no guarantee that there wouldn't be the same issue once the carpet came in for round 2. All the meanwhile, poor service, no heroic recover, just plain their time was more valuable than mine.

In conclusion, Mohawk failed. Home Depot failed. I sent it back and cancelled my order. I am going to go to another provider. The manager of Home Depot called me tonight to see if there was anything he could do. My response was, "if you don't protect the consumer from failures like this, you will not have customers." Now that I have vented, I can guarantee you all that Home Depot is way at the bottom of the food chain. SHAME ON THEM.

Home Depot and Wood Floors
By -

PENSACOLA, FLORIDA, GEORGIA -- I would like to bring to your attention a problem I had with the management at Home Depot, Inc., and I hope someone can do something about it.. This incident has left me quite annoyed. About 6 months after Home Depot from the Florida Pensacola store installed my Bruce hardwood floor, the Floor came unglued! They came and fixed it and said if any more planks come up call us. Many more planks came up! I called Home Depot and the Floor Manager came to my home, as well as the Bruce floor rep, the installer, and his worker. They took up a plank and sent it to the Bruce lab.

The Bruce Rep did a moisture Test 2 times, the same Day the plank was pulled up in front of the installer, Home Depot manager, the installers worker, my wife and myself, no moisture was found. The lab report came back and said it appeared to be installation/site related, including but not limited to indication of moisture present, substance from the subfloor pulled up by glue. There was also indications or undulations in the subfloor. Then Home Depot called and said "We will replace the whole floor, come to the store and pick out the one you want". My wife and I picked out the floor and they said "it will take 2 weeks to come in".

We waited 2 weeks and called and now they said "We are working on it" and they don't know how long it will take. I called customer care as well and I was told "It is in the legal dept." They are trying to get Bruce to pay for it. I had contacted the Store again and they said "There is nothing we can do for you anymore goodbye!" Bruce did give me $500.00 to help me out somewhat! Home Depot did nothing but gave me a big runaround. I went with Home Depot because they said they will stand behind their work!! The house is 2 years old and I had a bad floor for 2 years I think I waited long enough.

I have a lifetime warranty on the install, and 15 years on the finish - to this Day Home Depot did nothing for me! And now it's going to cost me about $7,500 to replace.. P.S. I just received a letter today from the Better Business Bureau stating "To this Date we have not received the courtesy of a written reply from the company concerning your complaint."

As a result of this incident I will do everything I can to avoid Home Depot, Inc. in the future, and I will certainly advise others to avoid your store. Here's what I'd like to see happen: Keep their word and fix my floor or return my money. I hope you are willing to address my concerns. I look forward to receiving a response within 10 business days.

Lousy Installation Service
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

DELAFIELD, WISCONSIN -- We contracted with Home Depot for purchase and installation of floor tile and countertops. They said we'd get excellent installation service through Crew 2 and Home Depot would handle everything. It turns out that Crew 2 doesn't do installations: it just puts your job out for bids. No bids equals no installation. So Crew 2 couldn't schedule our counter installation for 6 weeks after we paid for the countertops.

Then when the flooring installer came, he found that Home Depot had supplied the wrong backer-board, the wrong grout, and the wrong transitions. Home Depot responded by saying that they couldn't get the correct materials on site in a timely manner. We don't know when the job can be finished now. I would not work with Home Depot again on any significant project. Maybe I'll still buy light bulbs there.

Flooring Installation Home Depot
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GA -- Received 4 estimates for the same job and they went up to over $8,300 from the original estimate. I was asked to prepay the project in its entirety upfront (no hold back). I discovered that the labour hours expended on the installation totaled 116 hours (installer, helper and labourer) for this I was charged over $9600! They refused to give me any credit for labour as they claimed the labour quote was "untouchable."

I have been writing to Home Depot including Head Office Canada and Head Office USA since November 8, 2016 until today, July 3, 2018 with NO RESOLUTION! I advised the flooring Manager at the Nepean Ottawa Home Depot of the deficiencies in the flooring on October 6, 2017 and to date they have not been fixed. I am forced to go public with my experience. What a way to treat a senior!!!

Hardwood Flooring Issue After Installation
StarStarStarStarEmpty StarBy -
Rating: 4/51

NEWARK, DELAWARE -- Purchased $9300 worth carpet & hardwood flooring and installation service from Home Depot in April 2018. Excellent work done on carpet installation. Contacted Home Depot (HD) after having problem with installed flooring in both kitchen and living room. Several places, popup noise comes out when you walking on the floor. So far they responded very efficiently and investigating the problem.

According to their staff, during my conversation when they send floor installer to investigate the noise issue, it could be the defective flooring. Per HD staff, there were few similar complaint of popping noise on newly installed flooring of High Glass Santos Mahogany (SKU 0000-614-495). They are planning to send their staff to further investigate the issue during week of June 25th. It appears that they have to reinstall the floor with different product. I am sure they will do the right thing. So far, I am happy with their response on addressing this issue.

StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WESTERVILLE, OHIO -- I had an appointment scheduled for Friday, Dec. 8th for flooring measures. The person called the night before and gave me a time slot that I could not possibly make it. I work until 12 pm on Fridays and his time was 11-1. He said 11:45 was too late, but yet the appointment takes about an hour....that puts us at 12:45, 15 minutes to spear. If I remember right, the technician mentioned that he was unable to stay after 12. Why do I need a time slot, if he is unavailable? I did not have a choice or anything to reschedule! He asked me to leave the key somewhere where he can find it and he will take the measurements. At first I agreed, but after much discussion with others I came to the conclusion that I will be liable if something were to happen to the person entering my condo alone. So, I sent a message to the technician explaining why I will not leave my key for him to enter my condo. I left work early to accommodate the technician, but he did not come. I would have appreciated a phone call or text to let me know there is no need to get quick to the condo.
When I tried getting ahold of other people and asking for the corporate number, they hang up on me after reviewing previous notes!
Very disappointed, felt disrespected, and don't want to bring my business to theirs unless needed.
Home Depot doesn't stand by its name! Some of their employees don't do their jobs properly, disrespect their customers, and talk about their personal lives instead of properly scheduling customers. I am sorry I just opened an in store card with this company.

Flooring Install Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHARLOTTE, NORTH CAROLINA -- DO NOT DO IT - do not go to Home Depot for flooring purchase and installation and do not use Romanoff flooring. I wanted to install hardwood in both of my master closets so I decided to go to Home Depot. I took a sample of the flooring already installed in my house in an effort to purchase hardwood as close as possible to what I already had. However I did not want to pay $5.00 sq foot which was the cost of what was installed in the rest of the house. I asked the lady for assistance, explained what I wanted - she immediately replied "I can't tell you what to install in your closet".

My question was could she give me some suggestions or pros/cons on the different wood options close in color to what I had for my closet advising I didn't want to pay $5.00. After I specifically advised her I asked for some suggestions and assistance with matching the color we began walking down the aisle holding the board against what they had. Well you would think they would know to bring the customer and flooring out in the open under good lighting or take outside. Now that the flooring has been installed it is considerably darker than what I already have however she stated and it did appear to be almost a perfect match down the flooring aisle.

After walking back to the desk discussing pricing her behavior seemed to suggest she didn't think I was going to make a purchase this - I was wasting her time. When she realized I was ready to move forward with the measurement etc. her demeanor quickly changed. A nice gentleman called me re my quote while I was driving after work. I gave him my cc info for the purchase and advised him to call my local store to advise I would be picking up the flooring in a couple of hours on my way home after the mall to have it pulled and waiting up front. Couple of hours later I stopped by to pick up, the flooring hadn't been pulled.

The rude gentleman stated it was paid for just a couple of hours ago and it takes that long for the order to process and flow down to the store. I advised him of my earlier conversation with Home Depot. He advised it would be pulled however it would take a few minutes however I could come back later if I liked. It was 7ish pm, the store was almost empty and everyone knows how much gas is in addition that wasn't convenient for me then I was advised a piece had to be ordered. I called them the following week to get my appt on the books however I was advised they would not schedule until the ordered piece arrived. This is crazy.

5 days later I called Home Depot inquiring about my piece. The lady answering advised she would have the flooring escalator lady call me the next day to provide an update. No call by lunchtime the next day, I had already been advised she leaves at 5 each day and works M-F. The same lady answered the phone - she remembered me, was puzzled as far as why I hadn't been called and agreed to call me back. When she called back she advised the requested expedited shipping and it would arrive the next day.

After picking it up I attempted to schedule installation. Previously I was advised Saturday install was available and if they had to they would use another company if the one they normally use could not accommodate. WRONG... because Sept is a slow month for flooring installs. Romanoff said no to a Sat appt in addition the Home Depot flooring employee stated another company wasn't an option. She committed to calling the Romanoff manager on his cell to beg for a Sat appt, successful. He called me to confirm the Sat appt stating his employee would arrive at 12, work until around 5 or 6 and if not finished he would finish up on Sunday within an hour or 2.

The installer arrived alone with no helper stating his helper stood him up. He ripped up the carpet and advised he was leaving after being at my home a couple of hours, because he needed a helper for the rest and would return Sunday (he left the carpet in my front yard, I had to drag it around the side of my house. In addition he didn't have shoe covers for his shoes). He and his helper arrived Sunday 20 minutes late. Still no shoe covers and finished the install 5 hours later. With a helper this could've been completed Sat. He gave me a paper stating someone would call me to evaluate his work etc.

I immediately began to clean the new floors and noticed a bunch of small nail holes. Why would a professional leave the nail holes visible? I immediately snapped pics and called his manager, the number on the sheet he gave me. By lunchtime the next day I had not heard from him. As I called, ** the manager answered and stated he received my email and phone call from the previous day. However he needed to talk to his installer and would call me back by EOB. Would you not call your customer 1st thing after receiving the complaint to advise you needed to obtain some info? However you will call back.

Of course no call by EOB, so after arriving home from work around 7ish pm, I called my local store, reached the flooring dept, was advised the flooring escalating employee left at 5 thus I asked to speak with a manager. He listened, explained Romanoff's lack of follow up was against their contract committing to he and or Romanoff calling me the next day early am. Of course no call. After lunchtime I called my local store, reached the flooring escalating flooring employee, she wasn't aware of my situation and advised she would call Romanoff and call me back.

She called me back saying ** would call me by EOB - still no call. Neither has anyone called me thus far inquiring about my installation experience. I called my local store the next day to advise, was advised I would receive a call - no call late pm after work. I called the HD complaint line in GA. ** took my complaint, committed to resolving my issue stating I would only deal with her going further etc.

I sent **/Romanoff an email from the same email address used for the 1st correspondence with advising. I had my bedroom carpet cleaned a few weeks prior to installation, his installers were back and forth cutting flooring etching. Addition one of my closet doors would not close. The only response I received from him re to this is asking was I in the house with the basement, do you not care enough to ask your installer which customer I was, look on your paperwork, call HD or Google my address - it will tell you I do not have a basement, ridiculous.

Romanoff and I agreed on a time/date to fill in the holes, I had to leave work and then rush home to meet the installer only for him to call me 15 minutes after my appt time to advise he just left HD and they didn't have the filler in stock, he ordered it and it would be in the following week. At this point I'm at my wit's end with both companies. I called ** to share the details, she said she would escalate. The filler called me back to say it would be in Wed. Wed no call from ** nor Romanoff. Thursday I called ** left a msg, no return call. Called her Friday, no returned call (**'s vmail states if you need immediate assistance contact her sup ** at ext **, this is **'s ext).

I called the 800 GA customer service # early Sat asked to speak to **. The gentleman proceeded to run interference advising he could assist, called my local store. 3-wayed all of us together so that I could hear him say the filler was in. The HD employee offered to have it delivered to my house. What was I going to do with it? It advised Romanoff needed to complete the installation. 1 hour later the Romanoff installer called me to advise the filler still wasn't in however he would call me the following week. I advised him it was in and I had just gotten off the phone with HD. He stated ** advised him it wasn't however he was calling ** back.

No call from anyone so I called my local store to update them on all of this nonsense and to schedule an appt to complete installation. She called me back stating Romanoff would call me. "No call", she continued to call me each day for 2 days inquiring if Romanoff called. I advised her to stop wasting my time inquiring if they had called, schedule my installation and my next call had better be someone calling to confirm the day of install based on my availability. I provided in addition to my credit of at least 1/2 of what I paid. My daily job was interrupted with all of the follow-up I was required to do in addition my time was wasted.

** called asking if I was avail that evening to complete installation after I specifically advised HD I wasn't communicating my availability. Driving home around 7ish the same day the installer called me on my cell inquiring if he could come by to complete installation since he was in the area to save gas and time and the next day he had a big job. Luckily my previous plans were cancelled, however there seems to be a big communication gap with these 2 companies. After arriving the installer wasn't aware of my door not closing issue, he seemed to not be to happy, to fix the issue he took my door outside and cut some off the bottom.

Previously ** communicated an adjustment would be discussed after install completion, no call. I called Sat am was advised **'s boss, a gentleman would call me Monday. No call. Tuesday pm right before I called back ** called to ask if my install was completed Sat prior, I advised it was completed Wed prior. I mentioned I had been calling her leaving msgs with no return call advising her v-mail states her boss is ** with her ext to call, no response. I advised I was told her male boss was to call me the past Monday returning my call re an adjustment. she offered 50.00, an insult.

I advised her of my conversation with the local store advising no less than half begging for an executive to call me. She immediately replied 1/2 wouldn't happen asking what was the response from the local store when 1/2 was mentioned committing to ** calling by end of week. ** leaves me a msg Thursday pm stating "100.00 gift card is the only offer from my local store", still haven't heard from **, her male boss nor an executive. Does HD not have upper mgmt or do they refuse to talk to aggravated customers? Gift card are you kidding me? I'm not purchasing anything else from you guys in addition this is not acceptable. I expect to hear from someone with HD.

Disappointing, Unprofessional, Never Again!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RIVERHEAD, NEW YORK -- I had a horrible experience with Carpet installation from Home Depot! On 6/14/13, after installing 2 of the 4 rooms, the installers noticed that some of the carpet for the remaining rooms was defective. They told me they had notified their supervisor & someone would call me to schedule another installation date. They were very professional & knowledgeable & I appreciated that they had caught this issue instead of installing defective carpet. I called Home Depot & left messages on 6/18, 6/19 & 6/20 to find out when I could expect to get the job finished, as it requires me to take time off work & leave the rooms to be carpeted empty.

I finally received a call from Andrea** on 6/21 telling me that the carpet would arrive 6/28 & so someone would call me then to arrange for installation. The next call I receive is from ** on 6/25 telling me the carpet wouldn't arrive until 7/3. I was annoyed and asked why it would now take even longer than originally estimated, when It seemed like the carpet hadn't even been ordered until 6/21, a full week after the defective carpet was discovered. ** was unconcerned with my concern, stating that she hadn't realized the carpet was coming "all the way from California."

The general sense of lack of urgency I was detecting worried me a little, since I had unfinished flooring in my house, furniture from the unfinished rooms all over the house, and new furniture deliveries that were on hold until the carpet installation was complete. Plus, I have to plan the days off work, so I just wanted to know that someone out there knew that the job I had paid $6,100 for was as yet uncompleted. So, I called the store a couple of days later and spoke to **, the assistant manager, about my concerns. She was initially very friendly and promised to follow up on the situation and "stay with me" until the project was finished.

I felt better when I got off the phone with her. I shouldn't have. After 2 days of following up with me to let me know where en route the carpet was, I hear from ** that the new estimated arrival of the carpet is 7/8!! She blames the vendor who supplies the carpet. This is now a full 3 weeks after the initial installation attempt, and neither ** nor ** have even acknowledged the mistake or apologized for the inconvenience or anything - it was just an infuriating lack of customer service. I expressed my annoyance and received the same unconcerned response I had been getting - there's nothing she can do, all they know is what the vendor tells them, etc.

Finally, I get the call and schedule the installation for 7/12/13. The installers arrive 2 hrs late, and then tell me that their office had cut carpet for the WRONG ROOMS, the 2 rooms that had ready been completed instead of the 2 rooms and hallway that had been left incomplete on 6/14 because of defective carpet. They said they could attempt to complete the job by repurposing the carpet they had, or I could wait for new carpet to be ordered... Are you kidding me??!! I let them finish the job with the cuts of carpet they had because I couldn't even imagine how much longer I would have to wait this time around.

The job was completed and I was pretty happy with the results, but felt like Home Depot had absolutely dropped the ball in every area. I went to the store the following Saturday to speak to ** in person, and with the same lack of concern she asked me what I would like her to do. I request a percentage off because I do not believe I received the product and service I paid for. She tells me OK she'll have to speak with the vendor and see if "they're willing to take responsibility"... She says she'll call me on Monday. Surprise, surprise, no call.

I call on Tuesday and learn that "unfortunately, the vendor has refused to take any responsibility" so the "best we can do is a $100 Home Depot gift card." Does Home Depot not realize that I paid THEM $6,000, so THEY, not their vendors, are the ones Accountable for crappy service??? I am so disgusted at the amount of money I paid for such awful service - I have many other home projects in the works and will NOT be using Home Depot for Any of them!! It's a shame too because it would be so much easier to be able to go through them for flooring, HVAC, kitchen and bathrooms renovations, ETC. I do NOT recommend - stay away and keep your sanity!!

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Home Depot Flooring Rating:
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1.4 out of 5, based on 21 ratings and
48 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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