HOME DEPOT

My experience with them has been pretty good.

The InnerMost area rep brought an InnerMost wall cabinet with a cut-away section removed so that I could see the case construction. The unbanded, raw edge had layers, but they were unlike any plywood I have ever seen, lacking the clean, well-defined lamina most people would associate with plywood. Instead, the edges had the fuzzy, soft, "dirty" look of compressed particle board sheets glued into layers. I told her that I had contracted to pay the upgrade (~ $1,000, or 10%) for "all-plywood" construction. I pointed to the exposed edge and asked, "So... is that plywood?" And she replied "Yes". I produced my "Materials Contract" which required the rep and Home Depot saleswoman to vouch for the "all-plywood construction", in each of its parts. My contract stipulated "materials" and "thickness" for each of the cabinet's components. When I asked her to fill in the blanks and sign, she was taken aback, shook her head, and said I would have to send it to her corporate offices instead. I went ahead and walked through the "inventory" of cabinet parts: drawer and cabinet sides, floors, backs, fronts, door panels, frames, stretchers, nailers, etc... and filled in her responses for each part. The k.d. and floor manager watched without saying anything. When the Elkay rep had identified every one of the 16 cabinet parts as "plywood" or "cherry", I turned to my kitchen designer and asked again, "Is my purchase order for 'plywood', or for 'all plywood'?" and she quickly assured me "All plywood." I informed all three women that if my purchase arrived at my house, and any part of it were not "all plywood" as the IM rep had just told me, I would return the entire order. At one point the rep told me indignantly she has sold this product for some 15 years. At the end of the meeting, the Home Depot floor manager gave me her card, and said I should reach her if I have any questions. The misrpresentation of the materials was carried through the entire meeting, with no correction. That night, the kitchen designer addressed an e-mail to me forwarding two PDFs that the area rep had sent to her. One of these files was an Innermost "Fact Sheet", the other the "Warranty" for this cabinet set. My kd prefaced the e-mail as containing some good information that would help to answer some more questions, but it was clear that this was the answer to my questions all along, about what I would really be getting. The note from her vendor stated merely that I should be fully informed to make my choice. But there was a strong implication that they had both decided to cover their a**** before selling this product to me. The fact sheet made clear that InnerMost considers their proprietary mdf-cored plywood to be their highest quality product. Upgrades, I must infer, would be to this, not to plywood. The warranty bore this out, with caveats (I think they deserve the expression weasel-words) that InnerMost can at any time substitute materials other than those spelled out in their contracts. What that tells me is essentially that my "upgrade" would be no such thing - I would be getting the same mdf "sandwich" as in the "standard" cabinet whether I like it or not. Other reps, in the two other HD stores warned me of this before my own did, advising me to buy "custom" cabinets if I wanted to be sure I got plywood. Why they beat my own designer to the puch, I don't know, but then they didn't have an $8,000 contract at stake. My suspicions were further confirmed when I wrote up a fairly damning complaint against HD, sent it to my k.d. and her managers, and again demanded that they spell it out: Does HD sell ANY all-plywood cabinet? I was bombarded by confidentiality memos from H.D., limiting all my e-mails and precluding references to theirs. I don't believe any of my own e-mail transmissions are proprietary, or able to be censored for their legal protection. Nevertheless, their legal threats ensued. For those reasons, I paraphrase my kd's answers: Yes, we sell several lines of cabinets with "all-plywood" upgrades; they just don't use all-plywood materials. Don't take my word for this. I hope all cabinet customers begin demanding that HD account for this unscrupulous behavior. It is nothing short of lying. As far as I'm concerned, they can sell cabinets made out of ice cream sandwiches, but if a customer asks for all-plywood, that's what he should get.

The kitchen designer was very helpful as we evolved in our plans for cabinets and countertops. She was patient and personable and we enjoyed working with her.

We have been satisfied with their service.

They will finish the project tomorrow. They hired the contractor and sub-contractor to do the project. The quality of service is excellent.

She put a lot of effort into this petty little fit of meanness, and John wouldn't do anything. I will never shop there again

They were very quick.

The gentleman we spoke to at Home Depot told us all about the windows, guarantee and how that worked. The workers showed up on time and the work was done fast and efficiently.