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!!
TEHACHAPI, CALIFORNIA -- On Sept 1, 2012 I purchased windows, doors and flooring for my residence. My wife and I sat with ** of Home Depot and picked out the windows. All through the process we discussed price and the 24 month 0% deferred interest financing and how much it would cost per month to have it paid off in 24 months. Toward the end of the purchase ** said "Good news - I can save you an extra 10%" (no mention of it only being a limit of $200) and we said "As long as we still get 24 months deferred interest" and he said that it would not be affected by the 10%. We ordered and paid for the windows, doors and flooring.
When I received my first bill I signed up for online billing and began to pay my bill. Since I believed I was getting what I was told I just went online every month and paid the bill. In June when I went to pay my bill it dawned on me that the balance was not going down like I had expected. When I looked into it on my statement I realized that I was being charged roughly $75 to $80 per month in interest charges. Called Credit Card Company and was informed that according to their records I accepted a 10% discount in lieu of 24 month 0% interest. And that Home Depot was the only one who could fix the problem.
After 2 months of trying to work with Home Depot (both in the store and Corporate offices) and getting the run around ** the store manager said we have it all worked out, so I met her at the store after work. She indicated she needed me to come by the store with my paperwork and statements and she would work it out. So after work at 4:30 PM I took all of my paperwork to the store. Upon arrival I met ** walking out of the front door, she said she had to walk some guy out to the parking lot (assumed it was her husband, not a customer by the way she and he were acting).
After standing at the service desk for 15 minutes she finally returned and acted like she was working hard wiping her face and hands with alcohol wipes meant for the carts. She looked at my paperwork and said she did not have the correct receipt and that is why our paperwork did not match. She told me that Home Depot was willing to re-ring the transaction and start the 24 months 0% interest over and discount it by $700 the amount of the interest, but they would charge me $200 because it took me 9 months to discover the error. I asked “if I had found this right away I would have still received both?” and she indicated yes.
Then she went on to say that I had admitted that it was my fault and that is why they were going to charge me $200. I told her "That was not the verbal deal that was offered to me when we purchased the items and I want what was offered to me". I also informed her that I had a witness with me at the time of purchase and she said she did too. It was her salesperson, to which I replied "That is not a witness. That is one person's word against another's and ** was up here when I originally brought it to the store's attention" (to which he had no reply). She started to become angry and annoyed that I would not accept the offer.
She indicated that this was the first time she had heard of it, so I told her that ** had told me she talked to you about this weeks ago. I started to bring up talking to a lawyer and she said “if you want to bring up a lawyer our conversation is over”. I called up the Cooperate office later that night and left a message about what happened (my calls were not returned for a week). Every time I want to contact someone there I have to start over, no one answers their ext and no one returns their calls.
Yesterday I received and call and email stating: "I'm circling back on the concerns that you shared with me regarding interest charged on your Home Depot credit card. I spoke with Store Manager ** after your meeting with her, and she confirmed that she made an offer of $500.00 to compensate you for your trouble. I understand that you were dissatisfied with that offer, so I escalated this to our District Manager. After some consideration, the District Manager informed me that he supports **'s offer. In the coming days, you will receive an official denial via postal mail and I apologize because we were unable to meet your expected resolution."
I responded by asking for the name and number of the District Manager (I am pretty sure they will not give it to me). So we are continuing to be charged interest (25.99% with a 720 credit score) unless we take their reduced offer.
KNOXVILLE, TENNESSEE -- We purchased enough carpeting to cover approx. 2,200 square feet in 2003 at our local Home Depot store in West Knoxville at a cost of almost $8K for the carpet, premium padding, installation and moving several large pieces of furniture. I contacted the local store within months regarding shading variations in rooms and that we were still getting a lot of "fuzz" each time we vacuumed. We have large rooms and alcoves in our bonus room so we have several seams. The installers also cut separate pieces to complete the closets so we have seams there as well. Home Depot sent the installers back to deal with the issues.
We were told the fuzz would stop after 3 to 6 months. To deal with the seams being very visible, they trimmed them down with scissors and pounded them with a rubber mallet. Of course next time we ran the vac, they were visible again. They came back 2 more times to try to deal with the seam issues. They stated that the color variation was normal and due to the exterior lighting from windows in those areas. We also had enough excess carpet left over from the job to probably do a 10x12 room. About a year later, I contacted the local store because the carpet on the stairs was beginning to pack down very badly. We were also still having seam and fuzz issues.
They sent an outside inspector from a company called All Floors to review the situation. This inspector seemed to look and comment on every aspect of my home except the carpet. When he submitted his report, he stated that there was nothing wrong with my carpet, installation or product wise. He also stated that my expectations regarding carpet seams was unrealistic and if I did not want visible seams, I should purchase shag carpeting! At this point I hired an outside certified flooring independent flooring inspector who pointed out that the carpet had been "run" in the wrong direction on the stairs which was causing the crushing pattern when walked on.
He showed me there were arrows on the back of the carpet so that it could all be installed in the same and correct direction. This was also the reason for color variations in my alcoves because they weren't installed in the same direction. I had similar problems in all of the closets. He also pointed out that it was not necessary for them to have cut the carpet at the closets, it could have been one continuous piece. He also stated that the carpet should not be shedding after this amount of time. I presented all of this information to my local Home Depot. I also sent a sample of my carpet to Beaulieu for inspection along with details of the issues.
Beaulieu responded nothing was wrong with their product. The local HD manager offered to reimburse me for having the carpet on the stairs replaced. He had also checked and my carpet color and style was no longer available. I did not want to have mismatched carpet on my stairs, nor did I feel this addressed the multitude of other issues, so I declined his offer. I contacted Home Depot Corporate in Atlanta with my issues. They were very delinquent in responding and keep switching me over to different representatives due to training schedules and vacations.
At this point I submitted a complaint to the BBB. This prompted a more frequent response from corporate, but still no resolution. They keep stalling and gathering more information while still telling me they were going to do everything they could to resolve the issue. Suddenly, when we reached the one-year mark from when I had filed the most recent complaint to the store manager, corporate informed me they would send me $500.00, and use the excess carpet I had in my basement to redo my stairs but I would have to sign a waiver against any future complaints. They also stated that I had not notified them of the issues in a timely manner.
This was sent to me in the mail and followed up by an email. They also sent this to the BBB as their final resolution. Even though I never accepted any of this, all parties involved now considered my case closed. When I contacted corporate, they stated that was all they were willing to do, that the local store manager had authorization to provide different resolution if he so desired. When I contacted him, he refused to discuss it with me since I had contacted corporate and the BBB.
After that, neither corporate nor the local store manager would even discuss the issue with me any further stating that whether or not I accepted the resolution, my case was closed. And the clincher from the very beginning of this ordeal is that my warranty from Home Depot states that I have a lifetime warranty in regard to product defect and installation.
Home Depot states that they changed this policy within a few months of my purchase and refused to honor my warranty. I even hired a lawyer, but he advised me against pursuing it because Home Depot had strung me along until I was past one year of them being notified of the issues prior to me seeking legal representation. I still have this carpet in my home and I have paid to have it stretched two or three times. I also have it cleaned by an outside source which makes it look better for a short period of time until it packs back down.
The seams look horrible after this amount of time. The shading and fading also continue to be a problem. And it still sheds fuzz each time it is vacuumed. After the last professional cleaning, it needs to be stretched again. For what good it is worth, I have the satisfaction of knowing that I have personally boycotted Home Depot for the last 8 years anytime it comes to making a major home improvement purchase or renovation.
I ordered a complete house flooring install from Home Depot after comparing with other companies. It was over $5000. They were so nice up front and sent someone out to measure the house. I notified not only Home Depot but also the measurement company that we had one room that was badly soiled from pets due to keeping them in there during an ice storm outage while we were at a hotel. Both Home Depot and the measurement company made no issue of this fact up front. They gladly accepted my money for the job. Then the trouble started.
First of all I got no call to set up the install. I called and the lady said "Oh sorry I thought you had been called. There is some confusion I will get back to you on that." So she did call back and they were scheduled to come out on a Monday between 8 and 10 am. I finally got a call that Monday about 9:30 saying they would be late because they were doing another job. The installer which was one man for a full house didn't show until 12:00. My husband and I both took off this day.
He shows up and starts remeasuring the whole house telling me we'd need new items for the install. Then he says "I will need to go buy felt pads to keep the floor from getting scratched." I ask him where to get those and he says "Lowe's". This was a man representing Home Depot!!! So he tells me he needs to go out to his truck and make some calls because he's got to do some renegotiation because he wasn't getting paid enough for this job. Then he comes back in and I asked him point blank "Are you going to leave me hanging with concrete floors?" and he said "No ma'm we will get you taken care of."
He then went to my bedroom moved all of the furniture and took my bed apart. After that he came in and said he needed to run to Lowe's (again he works for Home Depot) and get some supplies. Meanwhile I call Home Depot and they tell me because of the soiled carpet they will not do the job. So I have to remove it myself if I want it done. Well it's now 2:30 pm and my husband and I have wasted a day off work and can't take any more time. I told Home Depot this should have been made aware to me up front and that both the measure company that assigned this man to the job and Home Depot were aware of the situation.
The operations manager at Home Depot was very unapologetic. She had a very uninterested attitude. When I asked for my money back of which I paid in cash they told me it would take 3 weeks to get it back by a mailed check because it was policy. I asked the ops manager again if she could call a higher manager and she said "Well no they are in conference calls". I said "All of them?" and she said "Yes". I said "When will they be done?" She said "4 pm". So I told her to call me back at 4:30.
Strangely they were finished well before 4 pm. But now the story was that they could give me back cash but it may take up to 3 weeks for the store to acquire that much cash. After talking to the store manager and asked for the regional manager to call me which still has yet to happen I am finally getting my cash back. I called Lowe's and they immediately said "Yes we want your business. We have no problems with the install and we will be out there to do it as soon as you sign the contract." Lesson learned: Home Depot takes your money but then tries to get away with doing a halfway job. Never again will I shop at Home Depot.
TORONTO -- I ordered a wood floor for my basement at "Home Depot". The basement was measured twice and payment done. Upon delivering the boxes of wood, about one week before installment I came back to the store (#7073) wondering if 8 boxes will cover the space and was promised that it is the right amount. On the first installment day (by 2 people) after about 70% of the floor was done I was told by the senior of them that "engineered wood" is not suitable for my sub-floor.. The two took apart the floor piece by piece and left. The "senior installer" returned after 4 days and installed the "engineered floor" using the "nail method".
According to him, "engineered floor" can be nailed as well as glued, and it is even written on the box (made in Quebec, Canada). Too bad he did not have that information on the same day he installed the floor, in spite of many frantic phone calls to his office. By that time he realized that there is not enough wood to cover the floor. It was on a weekend and I had to wait until Monday to discover that the supply of the 2 boxes (20% of the floor, not a small mistake of calculation) will take at least 2-3 weeks because it is a "special order". My floor is "Santos Mahogany", a regular stock item made in Canada and not in China.
3 weeks later the senior installer came to complete the job with the 2 boxes - colour is not a good match to what was already done. Upon installing the "quarter round" finish he shut a nail straight to the main water pipe of the house... That was on December 18 and was discovered only on January 04, 2010. The nail plugged the hole and the leak of water was minor but after few days damaged some area of the new floor which is close to the pipe. The installer was aware of the water pipe and worked around it with the floor.
The "city" had to come and shut off the main water supply from the street to have the plumber pull out the nail and repair the hole - 2 holes, since the nail went all the way through the pipe to the other side. I took good pictures with a "close up" showing the nail through the pipe. I also took pictures on the first day of installment before they took it apart. I transferred the photos to "Home Depot" and notify (to **, who did report to **). I thought that Home Depot will send someone to fix the damage floor, as well as compensate me for my plumbing expenses. I had to take off 2 extra days from work to deal with the water pipe.
I had no water the whole day until midnight. My house was in chaos from November 26, 2009 until January 04, 2010. And what Mr. ** (from store #7073) had to say about it? He suggested that I will call a very simple #, 1-800-home-depot, and promised that someone will "call me within 72 hours" regarding repairing the damage, plumbing expenses. No one called. The customer does not know who is the company who is installing the product and simply "fall between the chairs".
Home Depot was not the less expensive estimate I got before the job (I got 3) but I choose them because I thought they know what they are doing. BIG MISTAKE. It is a warning: don't order any services from them because if there is a problem no one cares. One more bitter customer.
ILLINOIS -- Thank goodness for the reviews in here... I finally got so suspicious that I did a quick internet search on Home Depot flooring and found nearly the exact same rip-off being pulled on me. December 24, 2007 I was in Home Depot buying some vinyl flooring pieces in preparation for selling my home 'as-is' (no guarantees) and was pulled aside to be told about carpeting on clearance that, with mat and install on 600 square feet, would be around $500. I had the measuring guy out and he said they'd have to inspect for sub-flooring problems (old house, some plywood subfloor is worn/damaged and needs replacing).
I take another day off work. They send out a subcontractor to do the inspection, he says he's only install not subfloor and heads out the door, giving me the name and number of yet another guy who promises to show up by afternoon. He arrives 9 pm and says he'll come up with an estimate, but that since he's independent (not subcontracted to HD) can't guarantee they'll honor the carpet install work after he's done.
I call the manager and she tries to tell me (like others here) that they never said they'd install at the price quoted (I have the quote) and that they needed to send another inspector from another subcontractor because the previous ones had been 'in error'.
Fully a month later, the 'correct' sub-flooring guy shows up, says he'd need to replace all sub-flooring, and only if they get contract to do the job 'at whatever it costs to repair flooring' will they start job and know if they require joists to be replaced... and perhaps will want to replace the entire flooring structure on one room (originally a three-season room, converted to extra bedroom 20 years ago). And as a final potential mark-up... that he thinks the vinyl flooring in one room has asbestos materials in it (ka-ching!). I ran a sample of the 'asbestos material' down to a certified lab today, it has absolutely no asbestos in it. That was my epiphany.
One month, all bait and switch tactics and no estimate without my agreeing to writing them a blank check. It was enough to send me on the internet to find out if this was happening to others. Indeed, here are all the outrageous stories - late this afternoon HD and I agreed to part ways. I lost $130 on inspections that lead nowhere... and two full days of work - not to mention a full month off the timeline I have for putting the house on market. I've now called three other companies who do not have horrible reviews showing up on the internt (one chain, two local) and whoever quotes the lowest gets my business.
Use extreme caution with Home Depot flooring - and check out other companies on the internet before committing to them too. DO NOT SIGN A CONTRACT THAT ALLOWS THEM TO 'REPAIR AND REPLACE' WHATEVER THEY DECIDE NEEDS REPLACING UNTIL YOU KNOW EXACTLY WHAT THAT MEANS... It easily can mean thousands and thousands of ripped off dollars.
HOME DEPOT HARDWOOD FLOOR PROBLEMS: August 27, 2007 - In January 2006, we purchased hardwood floors at Home Depot, Arlington, Texas 76011. The floors were installed by Cooper Flooring, Carrollton, Texas 75006. After the floor was installed, my husband wrote a note in the comment section of the sign off sheet, that we were dissatisfied with the installation and that some of the boards were damaged when installed. Also the molding was not flush to the wall in the dinning area. We really thought that someone from Home Depot would contact us about our comments of dissatisfaction. No one called.
After a few weeks we started trying to contact someone at Home Depot to help us. We tried numerous times to contact Home Depot to tell them of our concern in regards to the floor and the installation. No one seemed to be too concerned. At one time, my husband and I went to the flooring department at Home Depot and spoke with the salesman in that department and told him that one of the boards had come up on the end and was splintering and a small part had even broken off. The salesman told us we could probably just super glue it back down. I told him, I did not think that would look very good.
During the year we tried many times to get help from Home Depot on this matter, with no success. Finally around March of 2007, I took the paperwork, which showed where my husband had written the remarks in the comment section for the sign off on the installation (of our dissatisfaction), to the store along with the piece of the wood that broken off, and spoke with a ** at the service desk. I showed him the paperwork where we signed off with dissatisfaction. He said he had no notes where we had been in or called. I told him we had called on numerous occasions, each time thinking someone would contact us.
He said the warranty was out and did not know if there was anything that could be done. I told him, "We had tried many times to get someone to help us with this problem for a year." He said he would see what he could do. After a couple of weeks, ** from Home Depot, called and said she had taken over for **. She seemed really interested in helping us get this resolved and I felt like finally someone was interested in getting this resolved. She arranged for a private inspector to come and inspect the floor. Did not hear from Home Depot for several days so I contacted ** to find results of inspection.
The inspector had determined that some boards did need to be replaced. I was given the number to Cooper Flooring and told to call them. This was the first time that I realized that we needed to have someone else involved in our problem. I thought everything was handled by Home Depot and did not realize I was responsible for notifying other parties. It took several days and several calls before they made arrangements for us to pick up one box of wood from Home Depot, which Home Depot had authorized. They were going to repair our floor. This was in April of 2007. At last we felt we would get our problem resolved.
June 20, 2007 - **, from Cooper Flooring came to repair our floor. I was not sure just what he was going to do. ** came in and looked around and was surprised to see all the damaged wood and the bad installation. He shook his head and asked "Who did this installation?" We told him "Someone from Cooper Flooring". There were gaps in between boards and also end to end. After looking at the installation and the damaged boards, ** concluded that it would take 4 more boxes of wood to do the repair work. (I was told by Cooper Flooring that ** was an expert and that repairs was his expertise so I trusted what ** said as truth)
He said "You have to replace a section, not just a board." He was on the phone with Cooper Flooring and Home Depot for quite a while, discussing this matter. After he completed his conversation, he told me that Home Depot wanted to talk to me. ** said she would get back with me. She never called and after several days I called her back and she finally told me to make arrangements to pick up 4 more boxes of wood and they would pay to repair the floor. Once again, I felt the wait would be worth it. My husband went to Home Depot to pick up the other 4 boxes of wood.
July 3, 2007 - ** and crew from Cooper Flooring showed up to do repair. ** and crew started getting the boards out to measure what they needed and then said "We have a problem. The boards are not the right length". They had to call their boss to see what to do. While they waited for the boss to make a decision, they talked about the way the floor was installed. They noticed the gaps in between and end to end and said they "use the blue tape to hold the boards so they won't leave gaps like this, when they do installations". They also said it looked like the "top layer of wood was coming off". They also said "The molding should have been nailed to the wall and putted if necessary".
The molding in the dining room, which my husband noted in the comments on the sign off sheet, was not even nailed to the wall, and was not even flush to the wall. It is my opinion that they felt like, from their remarks, that it was not a good installation. **, the first repairman that came, out seemed to feel the same way, from his comments. Finally, ** from Home Depot called me back and said "The repairmen found only 4 boards out of the entire 5 boxes of wood that would fit and that would be all they would repair". She said she cannot continue to send out boxes of wood. I told her "We could not continue to pick up boxes of wood either."
She said they could repair only the 4 boards or I could take them to court if I wanted to. ** said they could only replace the 4 boards that they were authorized to do. He said they could put wood putty in between all the gaps in the floor. That is not "fixing our problem" in my opinion. I think that wood putty on expensive wood floors would look awful. I told ** and his crew just to leave, that replacing only the 4 boards would not fix the problem. We paid good money for this floor and to halfway patch up the job is a messy fix is not acceptable. I called customer service and spoke with **. I told ** my concerns. She tried to get ** on the phone but could not get her.
I spoke with ** the next day and she said she spoke with a manager from Home Depot and the manager would get with ** and find out what is going on. She said they would call me that same day. I did not hear from Home Depot the next couple of days and I tried to contact ** several times and could not reach her. I spoke with a ** at Customer care on August 3, 2007 and she pulled up my records and said she would email ** and tell her that I had not heard from Home Depot. I did not hear from ** the next morning so I called her. She apologized and said she had been sick.
On Monday, August 6, 2007 I heard from ** at Home Depot. She said "Evidently you contacted someone at customer care" then she asked me "What is it that you want?" I told her "I wanted my floor fixed." She said "The guys replaced the 4 boards and that was all they were going to do". I told her that they had not replaced any of them. I asked her, "I have 5 boxes of wood and that only 4 boards was all that would fit?" She said they were only going to replace the delaminated boards. I asked her what a delaminated board was and she could not tell me. She said "I would have to call Armstrong Flooring to find out".
She was not too happy at this time and seemed irritated that I had called customer care. She then changed her mind and said she would have Armstrong to come out and do another inspection.. On August 14, 2007, an Armstrong inspector came out. He said he would get the report to the retailer the next day. He said I should hear from the retailer within 1 week. The report was supposed to be turned in on August 15,2007 according to the inspector and I never heard from Home Depot.
Finally on August 27, 2007 to pay for installation and repair of only 2 boards according to the report. This is only for the damaged boards according to Armstrong, the wood floor supplier, and nothing to do with the installation.
Home Depot and Cooper Flooring must have felt some responsibility and wanted to make things right by supplying us with one box of wood to used to repair the floor after the examination was done by first inspector. I did not know how much one box would repair.
They also much have had some confidence in the repairman, **'s judgment in determining that we needed another 4 boxes of wood to repair the floor to a reasonable fix, or they would not have had us to pick up 4 more boxes of wood. I feel that Home Depot is responsible for a good installation and damaged boards. A messy fix and wood putty is not acceptable. I am not sure why the boards did not fit, but Home Depot should know about wood installations better than us. We have 5 boxes of engineered wood still sitting in our living room floor. We have more than 1 issue, the boards and the installation.
If Armstrong Flooring is responsible for replacing only delaminated boards, maybe there were only 2, I am not sure, since I do not know what delaminated means. However there are splintered and damaged boards. Also, I think that the installation is a big factor and that Home Depot and Cooper Flooring should be held responsible for this. We have done much business with Home Depot, but will not in the future. Saturday, September 1, 2007, I received a call from ** at Customer Care for Home Depot. She said my case had been transferred from ** to her.
She asked me if a resolution had been made to my satisfaction after the last inspection. I told her that I was not satisfied with the last phone message I had from **. She told me to call ** at Home Depot and see if we can work it out. I told her that ** would probably tell me to take a hike, that the message that she left me was all they were willing to do. I called ** in the AM on Sept 2, 2007. A lady that worked there said "** just left to go pick up a prescription and she would be right back". I asked her if I could leave a message, she said yes. I left my name and number and asked her to call me. I did not receive a call from her all day on the 2nd.
In a week or so, **, from customer care called me and asked if I had gotten a confirmation number from Home Depot as to the results of the last investigation. I told her "I had not heard back from Home Depot since I last talked to her". That was when ** had called and left a message on my message machine saying that Armstrong would only replace 2 boards and she did not give me a confirmation number. I told her again of my dissatisfaction and frustration. She said she would look in my file and see if she could find any notes where we had called during the first year.
She said that customer care was only obligated to honor the warranty and if a store takes it upon itself to go beyond that, it would be up to the independent store to take care of any situation. She told me if she found anything she would call me back. September 7, 2007 and I have not heard back from Customer care. I suppose that ** did not find any thing that would help us. I did receive a call from ** at Home Depot today. She was very nice and said she had not heard back from me since she left the message that Armstrong would only replace the 2 boards and wondered what I wanted them to do.
I told her I was not happy with the wood or the installation and did not think that replacing the 2 boards would solve anything for us. ** said she would talk to her zone manager and have him to call us Monday or Tuesday of next week. She said he could do more on his level than she could. She was very nice and seemed to want to get this resolved. NEVER HEARD BACK FROM ANYONE AT HOME DEPOT!!!!!!!!!!!!!!!! NO ZONE MANAGER EVER CALLED ME. STILL NOT RESOLVED. WOULD NOT RECOMMEND HOME DEPOT TO ANYONE.
KISSIMMEE, FLORIDA -- On August 12, 2005 I purchased Travertine Tile on sale at The Home Depot in Kissimmee, 4 pallets (104 boxes). At that time I also put in for an estimate for the tile to be put in my home. The measure was supposed to be done in three days.... I called when no one showed up on the day of the measure and was told my measure date got mixed up. A week later my floors were measured. I waited several days for the estimate, when I called to find out about it I was told that I needed to pick out a grout color for the estimate to be complete.
I went to The Home Depot on August 25 and picked a grout color out. While I was there I decided that I wanted the tile I had purchased to be delivered to my home. I paid for delivery and it was supposed to arrive at my house in 3 days. It was never delivered. I called The Home Depot and was told a delivery date was not yet set up....So I set up another delivery date. The tile was never delivered. This time when I called Sept 2, 2005, I was told the tile had been sold to another customer and that the store was in the process of looking for tile for me. I spoke with several people at the store including the Manager ** and the Assistant Manager ** and **.
By the end of the day ** informed me there was no more tile like that to be found. I was told by ** that they were ordering more Travertine and that I could have my 4 pallets from that order. I told her that I would need to see it before I decided. She informed me that it would not be the same tile but if there was a difference in price that The Home Depot would make up the difference and deliver the tile to me at no extra charge. On September 21, 2005 ** called to let me know "my" tile was in and to come down and look at it to make sure it was acceptable. I went to the Home Depot, looked at the tile, liked it as much, and told her that it was fine.
I asked when it could be delivered. She left, came back in a few minutes and told me that I could not have that tile because it was $1 more a sq ft and that I would have to pay the $930 difference. I just could not believe this. I had waited over a month for them to find me tile and now they were charging me for their mistake. I contacted The Home Depot Customer Care and found out that they can do nothing for their customers. I was told that ** would be looking into finding me a "more comparable" tile. It is now over two months later.
I had not heard from **, Customer Care, or the Home Depot so I called Customer Care again today, Oct 18. I was told that The Home Depot's only offer was to refund my money or I can go and pick a more expensive tile and receive 20% off. The last time I was at Home Depot (September 21) I had seen a sign offering all customers 20% off tile. I still want the original tile I had purchased, or at least the tile I was promised after they sold my tile to someone else. This has been a complete nightmare and I wanted everyone to know that The Home Depot is not a customer oriented store and there is no place you can turn within the company for satisfaction.
Thanks for listening. Oh, by the way, I still have never received and estimate for installing the tile... The company states they lost the measurements.....good grief.
SAVANNAH (VICTORY DR), GEORGIA -- Since I've already taken the time to write a letter to Home Depot's corporate offices (a necessity since I've received no return call from the store manager ) outlining my ongoing horror story, I'll simply repost it here. However, I will pre-empt it with a caution. Don't get sucked into using Home Depot for a major home project simply because of deferred interest offers and discounts. At the end of the day, you become the loser. Recent unfortunate events in working with your company have caused me to write this.
It is important that you are aware of the many reasons why this Home Depot customer will not be doing any further business with your organization and why I will further make it a point to share this harrowing experience with my business associates, family and friends. In May 2006, I made a decision to purchase a hardwood floor installation through Home Depot. This decision was made after much consideration as my previous flooring project with your company had many similar challenges such as the carpeting being delivered to another town, delays, and miscommunications.
However, I gave your company the benefit of the doubt and proceeded with this large hardwood flooring project. No professional guidance in selecting appropriate material for home - the estimator is not available to make product suitability suggestions, installation concerns are addressed only at time of installation - often too late. New product order availability not checked - new product was not in stock and has been on back order for 5 weeks. I would have selected a different product had I been advised.
The delivery of the new product has been misquoted 3 time resulting in scheduling issues, time lost from work and a general inability to make summer plans. Revision of order paperwork not timely - new order paperwork took 2 weeks to resolve. Revised paperwork incorrect - this required many hours of my own personal time to assist your associates in correcting simple mathematical errors, cost changes, etc. Deferred interest period on my Home Depot charge is progressing without any product or installation activity. No pro-activity in communication - back order status and other bad news comes only when I call to check on status.
The sum total of these events has resulted in a family living with no flooring, bare concrete in our house in excess of 6 weeks, unexpected additional cost, time away and money lost from work, and has overall cast a dark shadow on the summer vacation plans of this family. My home has been aesthetically reduced to the level of a warehouse and I'm not sure there is any end in sight.
I feel it is important to point out that on an individual level, the staff I have worked with have been courteous but seem to be challenged to work within a system that fails miserably. As a company that promotes a "You can do it, we can help" identity, my only response is, I have "Had to do it - you've provided no help".
ATLANTA, GEORGIA -- Historically Home Depot had an excellent offering for hardwood flooring. I'm not sure what's happened but the prices and selections are now terrible. Hopefully they will correct this at the corporate level. I do 90% of my business with Home Depot as a builder and hope to see things drastically improve in the wood flooring category.