HOME DEPOT INC

unknown

First, Home Depot understaffs their stores. It is nearly impossible to find a sales associate or reach the location by phone. I had to make multiple trips to the store to place an order. When on site, staff were nowhere to be found. There was only one person on shift to assist all customers ordering materials for kitchen remodels or flooring. On two of the three visits to the store, this person was "missing" even when paged multiple times by the front desk staff at Home Depot. By contrast, OSH had people standing by to answer questions and assist. Clearly, Home Depot has chosen to maintain profits by cutting back staff. Second, the sales staff entered incorrect information for the granite and carpet orders. Bud in the granite counter sales department did not order the correct edge for the granite countertop. When the installer arrived for measurements, he asked me to confirm the edge on the order. It was incorrect. Any mistake in the ordering process delays installation. I was on a tight timeframe for the remodel so even one day lost threw off the rest of contractors and jobs on site. What was worse is that I had to go back out to the store to correct Home Depot's order only to be told that the manager who could change an order was not available. After three calls to the store and an average of 12-13 minutes on hold during each instance, the "manager" called me back. It turns out he was not the manager but another sales associate. That is, the woman in the kitchen department could have assisted me in the store when I was there but instead sloughed off the responsibility to a colleague and lied to boot. Third, Home Depot advertises job completion timelines that their vendors do not meet. One of the reasons we chose Home Depot was the installation guarantee of 10 business days for countertops. The deadline was met. The granite installation went well but not on schedule. Fourth, the experience and quality of the carpeting installation fell below expectations. When I called to schedule the carpeting installation, the woman at the call center had been sent incorrect information -- the sales associate in carpeting at Home Depot ordered a higher cost padding and did not inform me that the carpet I had chosen was a special order carpet that could not be installed for 2-3 weeks. Tihs required me to go back to Home Depot to select a 72-hour install carpet. The installer sent two people to install new carpeting but only one of the installers was able to actually install the carpeting. The other man was a trainee and was standing around most of the time. It took almost 11 hours for a job that I was told would take 6 max. What's worse is that the installer was about to leave when I noticed that he had not installed carpeting in two of the closets that were supposed to have carpet. The Installer also missed an area in the utility closet that has required that they come back out to finish the job. Fifth, the quality of the products on shelves is poor. I had to return a sink that was restocked with a huge dent in it.

Went to Home Depot to get broken door replaced. PIcked out the door at the Home Depot they sent out a sub-contractor to measure. Some confusion because the contractor that they sent did not install the kind of door we were ordering so a week was wasted, Went back, verified the door we ordered then worked with a very nice gentleman who caledl another sub-contractor who verified that they could install our chosen door. The installation was scheduled but then the Home Depot delivered the supplies to our house more than a week early AND told us they did not bring the item into the house. We were responsible for safe guarding the supplies and storing them safely in the garage (we are elder retired folks) The installation went well but there were many supplies left over. We were able to get the surplusback to the store for credit but it was a hassle. We paid to get the supplies back to the store and just about broke even but that was better than having a bunch of trim and other wood cluttering the garage. The door turned out ok - next time I need a window or door replaced I would go directly to the person who is going to do the job and would not go through home depot.

The associate did not explain one key detail in ordering the door, therefore it came in wrong and they refuse to work with me in giving credit and ordering another door!

They left a mess behind the guest house that was never cleaned up. They assigned too few installers to finish the job in a timely and professional manner. One of the 2 installers stated he couldn't wait to get away from this job. New windows were left smeared and required us to clean them. We informed the salesman that we were primarily interested in insulation; where we live is sunny 320 days a year, and can get very hot and cold. We bought windows with the highest insulation; however, seeing we already had garden windows, the salesman suggested we go with garden replacements. We had no knowledge that garden windows allow in quite a bit of heat: many people use them to grow plants. For us, they were merely aesthetic, and we were never informed that we'd give up insulation for this type of window. Home Depot sent the sales manager to our house twice who promised to rectify and replace the problems, and finish caulking. After a period of time with no follow-up, I tried to contact HD to find out when the windows would be replaced as promised. They had been hiding; the sales manager was made a scapegoat and fired, and his boss told us they would not honor the customer satisfaction guarantee, which was the key selling point for going with HD over a smaller independent company. Now we have to sue them in small claims court.