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Home Depot Doors

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Bryant of LA VERNE, CA October 2, 2009

I ordered double entry doors for my home on 07/03/09 at the Home Depot. They were made by Feather River door company. Upon ordering the doors I asked the sales person if they were good doors. He said yes they were very good doors. The sales person told me the doors would take about 3 weeks to get. On 07/29 the doors were delivered. Upon inspecting the doors I observed a large green stain on one of the doors. I immediately showed the driver, and he verified the defect. As I checked for other possible defects on the door I observed a green sticker that stated something like these doors have been thoroughly inspected by home depot personnel to be free from any defects. Obviously this was not done. I told the driver and he said he could not take the doors back because he is not authorized to. He told me to call the store and have them picked up. He also said he had never seen doors with that kind of mark delivered.

I called the store and spoke with Sue. She said she would have the doors picked up and have to verify the damage, and she would call me back. I also asked her to have the manager call me. She said Javier is the manager and he would call me soon. The doors were picked up and taken back to home depot.

About a week later I called to see what had happened since no one had called me. When I called I spoke with someone and they told me that my order was only for one door. I told her that didn't make sense. I ordered double doors. She told me I would have to call back and speak with Sue. I called back the next day and spoke with Sue. She said they had ordered only one door because only one door was damaged. I asked her if that was normal and she said "yes". I asked her if there would be any problems with just fixing one door, and she assured me there would be no problems.

About two weeks passed and I called again to check on the status of the doors. Sue told me they received one door but it was damaged, so they sent it back for a new one. About two weeks later I called again to check on the status of my doors. Sue told me the door was in however she didn't know when they would be able to have an associate at the store mount it. I asked her why an associate at the store was doing it she said that just how we do it here. She didn't tell me if the associate was a certified installer or what his credentials were. It took about four days for the "associate" to find time out of his "busy schedule" to mount the door. About a week later sue called me and told me the doors were ready for pick up. I asked her if I could go down to check them out because of all the issues I had had with these doors. She said yes.

About a week later I drove down to Home Depot, and inspected the doors. I clearly saw that the center wood piece that separates the doors was damaged. The wood piece looked like it had been scuffed in several places. It was a decorative piece of wood. I told Sue of the damage. She told me to fix it myself. I said excuse me? This is a new door why should I have to fix it? She said well just have your installer fix it then. I was shocked. I have never heard of such poor service. I told her that I would consult my installer and see if he could do it. She was gracious enough to say they would discount the amount it took to repair the door. At this point I was very stressed out, I couldn't decide if I wanted to keep the doors or not. I really liked the doors and me and my wife had been really excited about getting new doors installed. I left home depot with a sour taste in my mouth. I called my installer, and he said he would try to fix the doors, and to get them delivered.

Over the next few days the home depot employees called over and over again to have the doors delivered. They told me that everything was fixed on the doors and they were ready. I asked them if all the issues had been resolved and they said yes. I told them I was waiting for a date from my installer to have set up the install.

The doors were delivered on 09/24. Upon arrival I inspected the doors to see what had been done to them. I observed there were visible hammer marks on the wood frame. The center wood piece had not been replaced, and the holes in the door for the locks were not in line. It was bad enough that I could see the difference without even measuring them. I showed the driver and he agreed. He said he has never delivered a door that had that much damage that the owner did not know about. Apparently no one inspected the doors prior to delivery. Even the installer of the one door did not inspect the holes. So what kind of job did the "installer" do. Obviously a poor one.

I called and talked to Sue about the doors. She told me she would pass along the info to Javier the assistant store manager. I told her she needed to have him call me because last time she said that, he never followed up on anything, and that is why everything is messed up now. She said he would call me. Javier did not call me back that day. Sue called and said he was busy and would call tomorrow (Saturday).

On Saturday Javier called and apologized after looking at the order notes. He said I had received the worst customer service he had ever seen, and he would have someone pick up the doors today. I thanked him for expediting the pick up and appreciated his help. He never called back, Sunday came and went, Monday came and I finally called the store manager Bob. Bob seemed very concerned about the issue. I told him what had happened and he said The door should have never been installed by an associate at the store, some one should have called me, and he was not aware of this incident. He told me he would have Javier pick up the doors with some associates. Amazingly enough Javier called me with in the hour and told me he was going to pick up the doors. He arrived at my house about two hours later. He looked at the doors and saw the damage, the holes for the locks not in line, and the frayed piece of wood. He said he didn't know why this was delivered. I asked Javier what I'm supposed to do about the refund or reorder. He said he would have Sue call me and settle everything.

I never received a call from Sue. When I called to talk to Javier or Bob on Oct 1, the employee said they were not in today but they would be in tomorrow. I called at 1050 am Oct 2 and I was greeted rudely by a female Janine on the phone. She said she didn't know when they worked and wouldn't tell me when they would be in. I told her they were handling my situation but she said she wouldn't give me any information about when they would be in? I was at a loss. How many times do I have to call to find out if I got a refund or if I had to go into the store. This is the worst customer service I have ever received. It is a shame

Keith of Thatcher, AZ September 13, 2009

I have been trying to order a security door for around 6 months I just recieved my fourth door and they have ordered the wrong on. The first three were from the Thatcher Store. After the third one the manager told the door department to guit dealing with me. (Insult to me) I went to Tucson and was told the door would be easy to get and they should call them for help. Well I took the papers back to Safford and ordered the correct door but paid in Tucson.

Well Friday 9-11-09 I went to pick up the door guess what wroung door again. My wife and myself did a complete drawing with the lady in Tucson as we did in Safford and she even signed it at my request. I want my door and not told you do not want to deal with me. I need a answer or I will go to the news papers with this complete story. My Tucson paper work is in the Safford store I have copies.

Sharon of Manchester, OH August 25, 2009

My husband and I purchased a set of double doors and was offered no assistance whatsoever in getting these loaded into our truck. If it had not been for another customer helping us load we would have had to take them back into the store. We were also told at the register that they could not offer us any cardboard or anything to lean the doors on in the truck. My husband had to go find his own. Also it had no warranty papers with the door, no phone numbers, nothing. Then it tells you if you do not paint with proper material etc. according to the manufacturer that the warranty will be voided. What warranty and how do I get in touch with a manufacturer.

Luis of Central Islip, NY August 5, 2009

On June thirteenth I had placed an order for two special ordered doors. It is now August and my doors are still not installed. Also on August 5th the installer finally came and brought the wrong doors. We had called the stores customer service and was told the company messed up the order and sent the wrong doors. They had told us someone was on their way and they did not call or come,

We then called the store again and was told by another manager named vinny, the other manager named LT had ordered the correct doors and he didnt know when I would get them and they had lied and said someone was on their way called Al? Vinny one of the managers also said he would contact us when he found out when the doors would be delivered but no phone call has been made to us.

I have contacted The Home Depot corp/customer service and spoke to Mary #18006540688 ext#76513. Overall we are not pleased with their service please contact them and help us. they left us with only the old entry door and no screen door. water can get in through the sides of the door and insects can get in. Also my alarm sensors were not re installed with my old door

Kathi of Smyrna, GA June 17, 2009

Several weeks ago, we went to this Home Depot store to purchase outdoor furniture, new patio doors, and building lumber. Rude punk, who finally stopped playing on the computer when we asked for assistance in doors, ended up arguing with me about what kind of doors we needed (even said sometimes women get confused when buying doors); bottom line, he was unhelpful, rude and even walked away from us; no one else bothered to assist us; next we went to lumber and some disrespectful young man named Kevin who was as sour a person I've ever encountered - ZERO personality and ZERO customer service, told us we could not have our lumber cut to the dimensions we needed, said it "would break their saw" -- we said "that's the silliest thing we've ever heard" -- he said "hey lady, I don't make the rules and that's just the way it is" -- we left that dept. too;

went to outdoor furniture where we wanted to purchase furniture as well as a large outdoor fountain; some woman employee in that dept. actually made fun of us after we asked how the fountain worked -- said "you just plug in it and it works, that's how it works" -- we repeated our question this time detailing for her that we wanted to actually see the fountain running, as in WITH THE WATER FLOWING, so we could see if it was the fountain we wanted (anyone who works in fountains should know that each fountain flows differently depending on the design and construction of the fountain) -- we finally left after she got on her walkie talkie and said "some people over here want to know how a fountain works" and then rolled her eyes. We left because no one ever came to assist us after she called "her manager" to come to that dept. We finally gave up, left the store and purchased NOTHING. I thought this over for a few days, and decided this lack of customer service on the part of at least 3 Home Depot employees needed to be reported.

I called and left message for store manager to call me back. One week went by and he never called, so I called him back. He apologized and said he would have "Dennis in doors call me that very day and have him deliver a door to my house". Well, no one ever called, no one ever followed up and I heard nothing whatsoever from anyone at Home Depot. So the next week, I called again and the same story as above occurred. Promises were made to assist me, yet no one ever did. More importantly, I am mortified at the manner in which we were (mis)treated by incredibly rude, unhelpful and LAZY Home Depot employees.

vvian of Sellersburg, IN May 30, 2009

5-2 I paid 50. to have someone measure my sliding door for a blind they said I would be called for an appointment,I said I wanted this in a timely manner and was told all should be 2-3 weeks,well noone called for ten days and I was leaving tonw so made the apptment for the day after my return,they came,told me i should hear back within a day or two, I called for 3 days leaving messages that were never returned.

finally on my forth try, a human voice but it ended there for behind the voice was no knowledge,she kept putting me on hold with every question I asked I asked to speakto someone with more knowledge and was told to wait again, this time she said it would take till 6-28 before blind would come into store and then they would set another apptment to install. I then cancelled and fumed. next day I went into clarksvlle,in. store asked to speak to manager no a kid gave me my money back without a word, did not care that good custoer was upset. shame on hoe depot you have lost my families business if you care

Carolyn of Niagara Falls, NY May 29, 2009

On 4/13/09 I purchased an Andersen Storm Door for 279. The installation charge was 129 but Home Depot was offering a 72 rebate on this charge. I sent in the required information for this rebate on 4/15/09. After one month, I checked on line for the status of my rebate and it showed that they did not receive the required information, which I know I did send. To give them the benefit of the doubt, I resubmitted the Special Services Customer Invoice, the SKU #, and a copy of the sales receipt on 5/21/09.

Today, 5/29/09, I called for the status of my rebate (unable to speak to a live person) and was told that I did not submit the SKU # and that I may not have paid enough for the door to qualify for the rebate. It looks to me as if Home Depot is coming up with one excuse after another so as not to send me the rebate. By the way, the door was installed on 5/19/09 and this will probably be my last purchase at Home Depot.

Alex of Spring Valley, CA April 22, 2009

I have always had good dealings with Home Depot. I am planning on replacing a wood entry door with a steel one, jamb and all. The price of the pre-hung steel dore is reasonalble, 184.00. The price that they get for installation is out of this world. Installation costs START at 595 and go up from there.

Diane of Newberry, FL April 17, 2009

Diane of Newberry FL (04/17/09)
In 2005, I purchased 5 French doors for my home from the West Palm Beach, FL Home Depot located on Lake Worth Road. All of which were custom sized, as the house was an older home. I paid for the doors, delivery, and installation and the customer service representative generated two purchase orders, one for the doors and a second one for the installation and delivery. This caused many problems for me throughout the following 6 months. I spent time with the door department staff to make sure that each door swung the correct way and asked for assistance in selecting door hardware and lock sets for the doors. I was told to buy the locks and hardware and take them with me so there wouldn't be any problems later. I asked at that time about hurricane resistant glass and the staff in doors asked if I had hurricane shutters over my existing sliding glass doors. I did; I told the staff that they had been there when I bought the house. I was told that I did not need hurricane glass if I had shutters and there wasn't the need to go to the extra expense.

I called the store multiple times while waiting for the doors to arrive, asking to be updated on the process and to remind them to apply for a permit so that the install could begin as soon as the doors arrived. After a few conversations, I was told that they could not apply for a permit until after the doors arrived, which didn't sound reasonable to me. Several days after that, I got a call saying that the doors were at the store and I should come to get them so that nothing would happen to them. I said I had paid for delivery and install and it took phone calls and visits to the store to realize that because they had generated two purchase orders, the staff was only looking at the purchase of the doors and not aware that they were supposed to deliver and install them as well. When I arranged for delivery, I was told that I had paid for curbside delivery and that was were the doors would be left. I said that this was unacceptable and that the doors must be brought inside my house. They were subsequently delivered and leaned against the wall in my kitchen, where they would remain for months.

I found out then that Home Depot had not applied for a permit even after the doors arrived at the store because they had never referenced the purchase order in which I paid for installation. I kept calling. When they finally applied for a permit, I found out that the process would be delayed because of a recent hurricane. They said permits were being issued to those who needed to do repairs first and to elective remodels later. Then there was an issue about issuing a permit for install of French doors without hurricane glass because I did not have permits for the hurricane shutters that came with the house. I felt like the staff misled me because I had talked about that with them before the purchase.

I called the main office to complain about all the issues involved on multiple occasions but it seemed that you could only get so far with the phone staff, could never talk with a supervisor, and no attempts were made to address this consumer complaint. I could rarely get the store manager on the phone. She was always out of the office or on another line. I told them at one point that I would come that afternoon to see the manager and went to the store immediately to catch her before I could be told that she was gone for the day. At that time, I asked to speak with the manager and was asked what I needed to see her about. I said that I thought all the people in line behind me would like to hear about why I was so dissatisfied. I managed to get a complete refund for the price of the install and I hired another individual to install the five doors. I had never unpacked or examined the doors prior to install. Three of the five had been ordered with the wrong swing even though I discussed what I wanted with the staff in doors and with the person who came to the house to measure the openings.

At that point, I was very disappointed but decided to proceed since I did not relish another attempt at dealing with Home Depot. The locksets and hardware they had helped me pick out were not compatible with the doors and I had to return the items and get different ones. At that time I was told they had sold me the only brand in stock that would not work with that brand of door. The holes for the knob and lock were cut about one inch too high in one of the doors and it could not be fitted with hardware. I called the Home Depot. They did not have a helpful attitude, as if I had done something wrong, and said the manufacturer would have to send someone to look at it. I explained that I was living in a high crime area of town with a door that I could not keep closed, let alone lock.

They were not appologetic. I held the door shut with tape on the inside and put a handle on the outside for looks, hoping I wouldn't be robbed while I was at work or while I slept. It took several days for the manufacturer to inspect the door, admit that they cut it wrong, remeasure, go back to their facility and make another jamb so that hardware would fit it. I told them that the were responsible for putting it in since by then, my installer was getting anxious to finish the project which was running days beyond his predictions. I ended up paying him 100% because he'd been so nice about all the problems he was encountering and letting him go start another job. Luckily, he was an honest person and sent one of his crew back to finish the trim work after the repair was made. He told me that he does not do business with Home Depot and I can certainly see why.

Because of the 6+ months of delays caused by one problem after another, I was late getting my house on the market and it sold for probably 10,000 less than I could have gotten months before. I had spent a lot of money at Home Depot over the years but at this point, after all the delays, stress, frustration,and especially because at no time did the store appologize or admit a single mistake, Home Depot constitutes fighting words in my house.

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