HOME DEPOT

It was great. They did exactly what they are supposed to do and reasonable price.

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When the sales representative approached me on Saturday, June 22nd and asked if I was considering any home remodeling, I was quite pleased to say that I was and that I was willing to hear him out. Our conversation was very nice and it resulted in an appointment being set for the following Monday, June 24th. At the appointed time on Monday, no one showed up. After a half hour, I called Home Depot customer care and asked if something unexpected had happened to our sales representative. They responded that they had no record of us, but offered to set us up with another appointment. On Wednesday, June 26th, we met with Mike Depuis. He was a nice guy and was very patient with us while we went through all of the choices and payment options. We chose to get a cabinet re-facing, granite counter tops, and a backsplash. We signed the contracts and were told that the measuring people for each of the three projects would make appointments within the next one to two weeks and that the project would be completed in six to eight weeks. We have been very pleased in our dealings with Mike. The cabinet re-facing people were prompt. They came by sometime during the week of July 1st, and got everything measured. They came back out one more time on Friday, July 5th to confirm some of the measurements. On Saturday, July 13th, I called Home Depot customer care to ask about the counter tops and backsplash measurements. They stated that apparently the counter top and backsplash contractors had failed to receive our order request and that they would contact us early the following week. The counter top contractor contacted us on Monday, July 22nd. He was a bit short with me, but the call did result in a measuring appointment for the afternoon of Monday, July 22nd. Shortly after the countertops were measured, we had an appointment made to have them installed between Tuesday, August 6th through Thursday, August 8th. I realize that the contractor is not a Home Depot employee, but in this instance he represented their services. I would not want the gentleman I spoke with on the phone as the face of my organization. On Saturday, July 27th, I called back to Home Depot customer care and asked why I had not heard from the backsplash contractor. The representative stated that on July 10th there had been some issue with my financing that had stopped the request. Since my Home Depot Project Loan had been approved the same night the contract was signed, Wednesday, June 26th, this was very surprising. The service representative apologized for the mis-communication and stated that the backsplash contractor would get back to us Monday or Tuesday. I also do not understand why no one ever contacted us to clear up this issue. Also on Saturday, July 27th, an email complaint was sent to the Home Depot Customer Service department. This resulted in a call on Tuesday, July 30th, stating that they would look into it and get back to us. On Tuesday, August 6th, the counter tops were removed with no problems. On Wednesday, August 7th, the counter tops were supposed to be installed between 8 and 12. At 12:15 PM I called to see why no one had shown up or called. They apologized and arrived around 1:00 PM and had the counter tops installed in a couple of hours. One of the counter tops next to the oven was not even close to being level, but the rest were fine. I called Home Depot again and asked when the backsplash and cabinet re-facing would be installed. We were told that the backsplash materials would be in the warehouse within a week and a half and that they would schedule the installation then. On Thursday, August 8th, the plumbing was reattached without incident. On Monday 8/19/13 someone from Home Depot home improvement called us about how we liked our new counter tops. Great we said, when are your contractors going to install the backsplash and the cabinet re-facing, because we?ve had no contact from them for two weeks. She said she would have someone get back to us. Keith called us back, not at my number as requested, but at my wife?s number and left a message. He said he?d heard that we were calling to check on things and that he?d also heard that we had wanted to delay out backsplash installation because we were having some other work done. We called Keith back after hours and left a message asking him to call me back at the correct phone number. I called the local Home Depot on Tuesday, August 20th in the morning and asked to speak with a manager. She apologized and promised that she?d get the regional manager in touch with me. Wednesday, August 21st, at 4 pm I called back and asked to speak with a manager. This time it was Patrick. Patrick started out by saying that it didn?t involve his store, so he couldn?t do anything, but promised that someone would get in touch with me soon in regards to the backsplash and cabinet re-facing. Mario from the cabinet re-facing people gave me a call and apologized for the lack of communication. At this point, I?m getting a little tired of everyone apologizing and I?m really looking forward to someone actually doing something. Mario said that the materials should be in the warehouse in a week and a half. I told him, I was really hoping to have the project completed in two weeks. He assured me that it would be. I now have Mario?s number. I called back at 6:30 and spoke the manager, Doug, and asked why no one had gotten back to me about the backsplash and why had we not heard from Keith, he said he would talk to Patrick and get back to me. Doug called me back a half hour later and said that I should expect a call from the contractor before noon the next day. On Thursday, August 22nd, Neil called me about the cabinets and told me that it was not in yet. He told me there was a backlog at the manufacturer and that the cabinets would be there sometime next week. Since I?d been told this before it doesn?t inspire me with a lot of confidence, but now I have Neil?s number. On Wednesday, August 28th I called Mario and asked what the situation was. He told me he would call and get back to me. He called me back and stated that the materials were in route and that I should expect that they would begin work on the cabinets on Wednesday next week. On Friday, August 30th, Neil called back and said we were definitely on for Wednesday. On Tuesday, September 3rd, Neil called back and said he was terribly sorry, but the materials were still not in, and that we should expect them to get to work on the following Monday. I called him back and let him know very politely that I was highly disappointed. On Monday, September 9th, the contractor finally got to work on the cabinets. They were very nice and professional and did a fantastic job. They finished on Friday September 13th. In short, once the contractors got here, most of them did a good job. For the dishwasher We were informed that our dishwasher would be installed on Saturday, July 20th. They came at that time and let us know that the dishwasher would not fit in the opening, but that there was enough room for it. In order to get the dishwasher in, we needed a smaller model, the counter top removed, or the floor torn up in front of the dishwasher. We informed them that the counter tops were being removed on August 6th and could they deliver on that day. They stated that would be acceptable. On Tuesday, August 6th, the came to install the dishwasher, but informed us it could not be done because the sink was not there, and they would have no way to test the dishwasher. It seems obvious to me that if I told them that the counter tops would not be there, the sink would also not be there. Further, they refused to leave the dishwasher so I could install it myself. At that time they also suggested getting a smaller dishwasher, but the model they suggested had a horrible rating. They also stated at that time that the valve was leaky and that was another reason they could not install the dishwasher. Several calls were required for me to arrange to pick the dishwasher up myself. On Wednesday, August 7th, I picked up the dishwasher from the warehouse and brought it home. I installed it myself with no problems. Some Teflon tape fixed the ?leaky? valve. On Thursday, August 8th, the plumbing was reattached without incident. On Tuesday, August 20th, I called my local Home Depot on some contracting work and discovered that I was still being charged for the dishwasher install that I had completed myself. I was credited back for the install work.

They were great. They were on time and they were very professional. They got the job done in one day and it was affordable.

MY OVERALL EXPERIENCE WITH HOME DEPOT WAS JUST OK. THE SUPPLIES I GOT THERE WAS FINE BUT THERE WERE NOT ENOUGH EMPLOYEES TO HELP US OUT OR NOT ENOUGH THAT EVEN KNEW WHAT THEY WERE TALKING ABOUT.