The Home Depot

I like Home Depot it was pretty straight forward. There always helpful. Good customer service.

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My ratings on the scale above were difficult, as some aspects of the job were great, some were terrible, and some were somewhere in between. I've done my best to rate different aspects of the job fairly and independent of each other, but After quite a bit of research (on Angie's List and elsewhere) I ended up at Home Depot for countertops. The main issue I had was that my kitchen is so small, it wasn't cost-effective for most countertop installers to do the job. There were upcharges and minimums that made my small project difficult. Fortunately, HD charges based on square footage alone. Anyway, I went to my local Home Depot on July 28 with fairly accurate measurements. These weren't precision measurements for fabrication, but probably well under a 1" margin of error. Basically, their approach is to round up a little on the estimate, then refund any difference. So, the designer was able to come up with a pretty decent estimate from my measurements, and I placed the order. I was told someone would be in touch within a day or two to schedule the measuring. I waited. I called. I left messages. I waited. I then left a message asking about how to cancel the order and get a refund. THEN my phone rang. Oh, well, of COURSE we'll get you scheduled for a measure. The first subcontractor (Dimensional Countertops) came out on August 11, did some more precise measurements, and left. No problem. Then I got a call on August 15 from HD that they had underestimated the countertop by 2.5sf and needed to charge me more. They explained that the cut out for my chimney was actually part of the chargeable square footage, as they couldn't make the countertop without it. They also offered to split the extra cost with me, since the error was sort of on them. It all made sense to me, so fine, an extra $35 for me. Certainly not enough to get worked up over. So, three weeks in, and they've finally ordered the countertop. I wasn't thrilled with this timeline, but I was in too far to turn back. Everyone I talked to had a different opinion on how long it would take to get the countertops, from a couple of days to a few weeks. So, I really didn't know how long to expect to wait, but I figured a couple weeks seemed reasonable. At this point, I was in contact with Denise at HD pretty regularly, and she was very helpful. About a week later, I got a call from the sub (Dimensional Countertops) to schedule an appointment. That was quick, so I was happy. As we talked, though, I got more and more confused. They weren't calling to schedule an install, they were calling to schedule another measurement. I thought maybe there was a problem with the earlier measurement, they thought maybe I had placed a second order for another countertop. We agreed that there was not a need to measure again, so I resumed waiting. Then I got to thinking: if they still had me down for a measure, had my countertops actually been ordered? If so, were they going to be the right size? So, I called Denise again. She was also confused, but promised to look into it. After a few more days of back and forth, she felt satisfied that my countertops had indeed been ordered and were indeed based upon the correct measurements. She apologized, and offered me $100 discount on the job since I'd been given such a runaround up to this point. OK, I felt a little better. Yes, there had been delays and confusion, but I was now in regular contact with someone (Denise) who was on it. She wanted to see this project done right, and she was offering me a discount (completely unprompted) just based on the problems up to this point. She also hinted that when this was all settled, we might revisit the price tag again. Then there was more waiting. More waiting. Finally, the countertops were in, and an install was scheduled for September 12. Yes, September. A full month after the measure, and six weeks since the order was placed and paid for. This time, a different subcontractor (Crew Two) came out to do the install. The two guys who came were very friendly and seemed competent. I had a sink I wanted to install in the new countertop. I asked them if there was any chance I could install the sink in the countertop before they set it into place. (This would have saved me tons of time and allowed for a much more solid sink installation.) They declined, saying they didn't think they could fit the countertop in with a sink in place. I was disappointed, but it wasn't part of the job, and I couldn't really fault them for that. (In retrospect, I couldn't help wondering what they would have done with a granite top with the sink built in. Also, I'm not a countertop pro, but I'm reasonably handy. There was enough room.) Anyway, since I couldn't install the sink at that point, I asked them not to glue the countertop down, as I had planned to lift it up to install the sink pretty much as soon as they were done. They agreed, and carried on with their install. Well, they went ahead and glued the countertop down. Crap. My sink install project just got a whole lot uglier. But, whatever, it was too late now. They also did a weird thing at each end of the countertop, cutting a notch in it to go around the trim in the doorway (see photo #1). I had never seen or heard of anything like that before. (I even Googled a little, and couldn't find photos of a countertop done that way.) The more I thought about it, I realized this would prevent me from ever replacing the trim, and would make it pretty difficult to paint or anything. So, I called Denise again. She asked me to send a couple of photos, but said she'd get somebody out to take care of it. I ended up with another appointment for October 6. This time, it was a manager or supervisor or something who came out. He wasn't there to do any repairs, but rather just take a look at it to see what could be done. He felt confident that the repairs could be done in place, so I wouldn't have to reinstall the sink again. Then I get another appointment for a week later. This time (or so I thought) it would be to make the repairs. Nope. This time, the same two installers came out, looked at it, tried to convince me that it was totally normal, stalled as if waiting for me to say "oh, that's OK, just leave it", then took some measurements to order pieces to make the repairs. Great. So that's two weeks in a row I've cleared my schedule so someone could come spend two minutes looking at the project and not fixing it. Three weeks later (November 3), there's another appointment. At this point, I'm sweating bullets because I wanted my new kitchen done before Thanksgiving. But, I'm not moving forward on anything until this countertop is done. The same two guys come out, replace one piece of countertop and cut the other piece shorter to fit inside the trim. They left a heck of a mess, but it was done. After they left, I started cleaning up the mess and looked over everything in more detail. Wait. What the heck? The end that they cut shorter was now more or less hollow. The laminate end piece was barely attached, and could easily bend under fingertip pressure. I could stick my finger into the gap behind the laminate. (See photo #2) So, I called Denise again. I explained the issue to her. I was pretty fed up, and I was considering just asking for a full refund, at which point I would go buy countertops somewhere else and install them myself. I told her I absolutely did not want the same team out here again. She explained that they had recently added a new subcontractor, and they were very happy with this new sub's work. So, we set up another appointment. November 11 rolls around, and out comes a whole new person to work on my countertops. I'm not sure which company he works for, but he is clearly the there to do the job right and be done with it if he can, or order materials and make arrangements if he can't. Not only did he fix it up, but he did it as quietly as possible (more quietly than I would have thought possible) because my daughter was napping in the next room. He was mindful of the space and cleaned up his mess. He took the time to really do it right. Finally, 15 weeks after I placed the order, my countertops are done. (Now I still have to figure out how to get the sink installed properly, but that's a whole other issue.) I called Denise one last time, to let her know that things had gone well (and to see if I could get any additional money back). She was glad to be done with the project, but referred me to her manager to discuss a refund. I talked to him (Nathan) and he agreed to another $100 refund. I was hoping for more (see below) but didn't push the issue, as my gut said he wasn't going to bend on that. Here's how the math breaks down on the pricing: Original estimate: $568.01 Sale price, 10% off: -$56.80 Additional 2.5 sf: $70.00 Half off additional: -$35.00 Discount for scheduling problems: -$100.00 Discount for installation problems: -$100.00 I don't have access to exact pricing, but it comes out to roughly 50/50 installation/materials. In the end, I paid $346.21, waited 15 weeks, and had a total of five appointments. If I had just ordered the countertop and installed it myself, I would have paid roughly $275.00, waited maybe 3 weeks, and would have had to clear maybe half a day to install it. Considering that the installation was pretty much a nightmare, cost me a bunch of time, and didn't do anything that I couldn't have done myself, I would have liked the refund at the end to be roughly equivalent to the installation cost. I definitely feel I overpaid for what I got. So, next time, I would definitely NOT pay the extra for installation. I will go back to HD, because I need another piece of countertop, and want to get a matching piece. For future projects, I don't know if I'd go back to HD or not.

They have always been good. They subcontracted it, and I think the company the subcontracted with, was not very happy with Home Depot, because they had vastly under quoted the sq footage. They only sent out one guy to do the work, and then they had to send a second person, and they were not happy about it because they had been led astray by home depot.

Not well, they didn't complete the work nor did they perform the work correctly. Crew 2 was here 31 times and didn't finish the work. 5 men showed up in one instance and put up 11 foot insulation and never finished.

We last used them September 2013 and we paid like $2500. They installed carpet in the entire house within a day and everything went well. The selection process was good and we got free installation based on the amount of square footage of carpet that we purchased.

Both salespeople were very prompt and efficient. They had great options but the price was by far the highest of the four bids I have received for our kitchen. They also had a special sale that ended that day, of course, and wanted me to sign that day. That was a huge red flag for me. I loved their ideas but the price was way too high.

The estimate amount was about $1200. Their price was not competitive and it was not good quality.

The guy that came out was knowledgeable but I felt like they were really kind of high pressure which I think not very ethical. They were more expensive for fewer things than another quote that I had.

good experience. I would buy from Home Depot again and use their installation services.

I wouldn't recommend them because who would want to pay for something before I have gotten proof of their work. I would rather pay half. My husband is self employed and he ask for half but that is basically to buy the material. The other half is given after they like the product or like what he has done.To me that is just good business but theirs is pay first and then complain.Either way they got their money. I found that kind of cold and not very friendly. The girl that presented it was friendly enough but that is just policy. You can open an account and pay us on monthly payments. Why would I want to do that? If you have any problems with the materials you will have to call the companies that provided us with the materials. In other words they are not going to take any complaints either. That doesn't sound good. They wanted to put the whole charge on the credit card but if we had a compliant with the countertops we would have to contact the company that makes the countertops. If there was a problem with the cabinets, like the door hinges or whatever. They will not take responsibility. We would have to contact the company that they ordered through. That sounds crazy to me. That means we have to find a third party that was involved in the building. Why would I go to company C when company B put it in. I am A and I have to go to C , the third party and say well company B put this in and represented your product but you have to fix it. That is not going to work very good. I would not recommend that they choose that way because I just see trouble down the road if there is a problem. Nine out of ten times, Murphey's Law says your going to have some problems. Good customer service is the best recommendation you can get. If somebody says we had a problem with the cabinets but they took care of it right away. They are not even going to start with that. They are telling you already that we will not take care of anything. That is not good customer service. That put me on edge right there. That was a mouthful wasn't it? The girl was nice and the representative was good at what she represented until the end when she got to the business end. I give it a D minus only because of the ending. It was like we will draw you in and then oh yeah by the way you have to pay it up front. as close to failing as you can get. She didn't have any answers other then to go through their credit company. I said what do we do if we have a problem and she said you have to go to whatever company furnished us the products. That soured us right there. She was on time. No I would not use them again. I didn't have my nice pill this morning, sorry. I would recommend them to anyone because of thee conditional way of even doing business. If you are half way interested you have to pay $500.00 just to have us draw up plans. You don't get that $500.00 back if you don't like what they drew up. That was additional to whatever the cost would be. I just thought oh no. I am 59 years old, I have done business with lots of people. I know we are in a slump right now but people skills over there are crap. I cant say it any nicer. If I wanted to hire you for something I would like your respect first as to think when I pay you half then pay you the other half when I have the finished product. When I have seen that you done it. I would haggle with you over the half. I would pay it to you with respect because we signed a contract but when you don't even want to sign a contract then that tells me, it is not the customer that you are worried about. Its your money and you are not out there for anybody happy but your pocket. I loose intrust in that. My husband and I both felt the same. She left and we both looked at each other and said no way would we use somebody with that attitude. Pay us first and even after you paid or if you are making payments on it then you have to contact somebody else. Not us because we are not going to be responsible. They may fit other people but they are not for us.

I was very pleased with the services they provided to me. They were very good.

Home Depot sent out a gentleman from Crew-2 to do the installation. He was careful to remove my screen door since it would be reinstalled. He worked non-stop for five hours. He insulated the walls and the floor after removing newspapers from the cavities and filled them with pink installation. He replaced all the trim and insured that the door fit perfectly. The exterior of the home is stucco so after the installation he did a very neat job in caulking between the trim and stucco. Overall it was a job well done.

I would definitely hire them again. They did a great job. They were good. The job turned out good. It went really well. It turned out beautifully. They were great overall. I liked the price. Others were double their price. They were good. I would use them in the future.

They were very friendly and efficient. They showed up when they said they were going to show up. They had a schedule and they stuck to the schedule. The pricing may have been a little more expensive than usual, but that was fine because I knew they would be more on a schedule. They were always punctual. There was really nothing I disliked about them. The pricing was a little expensive, but that was okay with me because then I was a little more secure. The outcome was fine. The kitchen looks great.

They did a wonderful job. The person who installed it was very experienced.

I didn't have any problems at all with the home improvement company. They were responsive and professional. I bought the fans, they sent someone out and they put it in. I picked up the fans myself.

They approached me at the store and asked if I needed any home improvement done. Their prices were cheaper than another I had previously used. They weren't deterred by the colder weather. The representative worked with me and worked with my insurance. He was really friendly and nice. But his attention to detail was a little off with paperwork, twice he faxed in the wrong claim number. He owned up to his mistake and we got it fixed. The scheduling workers at Home Depot were really good. They called to set up the time and called to confirm. They also gave me their contractors number. The clean up was pretty good. Their follow up was great. The garage door was dirty and after I called they came back and cleaned it. After they were done with the roof we noticed that some paint on the garage roof had come off because of the nails that poked through. We had to spend time cleaning that up. The roofing company was telling me something a little different then the contractor. They told me I had to move a light from the roof so I hired an electrician to do it. We forgot to remove the light from the other garage roof, but the workers told me I didn't necessarily have to. I was getting mixed messages.