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Expo is Home Depot's version of an upscale home remodeling center. The huge stores indeed offer a vast assortment of everything from marble countertops to lighting fixtures. They also offer complete design and remodeling service. This sounds attractive to the homeowner who doesn't want to go to the trouble of finding an outstanding local contractor. No doubt it all works well for many homeowners ... but not for the ones we've heard from.
Pay heed to Mary, who defends the poor installer, who gets stuck with everyone else's mistakes. Even more important, check out the observations of two independent contractors.
A few of the more recent complaints ...
Melissa of Laytonsville, MD July 30, 2008
My husband and I have visited the Home Expo in Bethesda, MD on three ocassions to purchase tile for a new home we are building. Each time, we have received no assistance and have now wasted hours looking for someone to help us. The most recent visit was last night.
There was one sales associate on the floor. He was helping someone else at the time. We waited patiently for him to finish. After 20 minutes of walking around the tile display we went back to his desk where he was no where to be found. My husband went to the customer service desk where they called the store manager for us...who never showed his face. Another 15 minutes went by and we finally found the tile sales rep. He was now helping someone else.
I expressed my frustration in the fact we had been waiting for more than 30 minutes for assistance. He just looked at me and said, I did not know you needed help. My husband went back to customer service. They told him there was nothing they could do. It was appauling. This was the third visit. Each time has been more distgusting than the last. The store was virtually empty. You would think an associate or even the store manager would have wanted to help with a large purchase. If this is a store that sells high end and upscale items there should be appropriate sales help for customers - especially in this economy!
Chris of Ballwin, MO July 22, 2008
On May 1, 2008, we went into the local Expo store to order an outdoor range hood. The person helping us explained that it was a special order and would be delivered in 15 business days. Two weeks later, we received a phone call explaining that there had been a mistake, and that the hood would not be delivered for another 4 weeks. I was given a delivery date of June 10, 2008. On 6/9/08, I called the store to inquire as the the status of the order and to ensure that the hood would be delivered on time. Customer service indicated that delivery would be delayed for an additional 3 weeks and could not provide an explanation as to why. I followed up with a call to the local store manager, who was indifferent to my predicament.
I contacted Home Depot's customer service line and was assigned a Level 2 Resolution Specialist. She made every attempt to expedite the order with the distributor and manufacturer, but to no avail. Finally, on July 10, 2008 (10 weeks after the order was placed), I received a phone call indicating that the hood had been delivered to the local Expo store. I advised my contact at customer service that I expected some form of compensation for my time and trouble, as well as the fact that the contractor would be charging me additional time/travel for having to come back. I was advised to take this issue up with local store management.
The gentleman I spoke with was helpful and polite, and said that the only thing he could do is issue a 200 gift card. He also explained that if I wanted anything over and above that, I would have to take it up with customer service. I asked him to send the gift card and advised him I'd be calling customer service. Upon returning home, I called customer service and left a voice message for my contact. The next day, I called and left another message. The day after that, I called and left another message. All three calls went unreturned.
I called the customer service main number and asked to speak to a supervisor. The supervisor advised me that since the store had issued a gift card, there was nothing else they could do. When I explained that the manager had said I'd have to negotiate with customer service for anything over and above the 200 gift card, the supervisor said Well sir, the manager wasn't guaranteeing you anything, he was just advising you of your right to call us. I asked for a phone number for the executive office, and was given an address instead.
By doing some research on Home Depot's website, I managed to find a telephone number for the corporate offices. I spoke to someone in the office of the CEO, who also said that there was nothing else that could be done. On July 21, 2008, when my contractor was able to come back to install the hood, we learned that the original store associate was misinformed about how the product could be installed. We also learned that there is an additional part that should have been ordered in order to complete the installation. I'll be purchasing that somewhere else.
I have spent better than 15 hours on the phone with the Expo store as well as Home Depot's customer service center. I will have to pay my contractor additional fees for his time and travel, as well as some changes to the design to accommodate the product's installation requirements. I specifically asked about this at the time the order was placed and was told by the Expo associate that it would not be an issue.
Liza of Covina, CA June 24, 2008
Just to let you know that you have the poorest of the poor costumer service. I was trying to follow up my order and I order this on May 10, 2008 and today is June 23, 2008. I been calling because I made the appointment today. I call in sick just for this but anyways I was calling your costumer service and put me on hold for 45 minutes then telling me that the they did not put into the delivery today and I told the guy that they should call us to let us know that they will not be able to deliver today for which I could understand.
But now I call the the store which is the Monorvia California store and I spoke to a girl which she is very rude and unprofessional I try to get her name but she yell at me on the phone saying you will never get my name and put me on hold for 30 minutes.
Then I talk to Sues or Zues its a guy and he told me that he was the manager I don't know if he's lying about his name or not. He tried to explained that the other order which is the grill was in the warehouse and the other the ottoman is in the store . Then I told him that I made this appointment for today and it should be delivered today. As soon I told him that he hang up the phone.
This is why I am canceling my order and to let you know that I will not recommend your store to anybody and your costumer service SUCKS! This is the worst thing that happen to me. I hope you hire better and professional people not like this service from Monrovia store.
Cindy of Ballwin, MO June 22, 2008
We purchased a granite counter top from Expo Design Center. It was cracked and was reported the day of installation. We got a run around for 8 weeks, people not returning our calls, installer, supplier, and Expo all blaming each other.
After two months of this, which included our going into the store once a week to complain, Expo said they would replace only the area affected by the crack. By then the granite was no longer available at the supplier. When I informed Expo no one returned our call. We gave Expo pictures of the cracked counter top and customer service reps were shocked, but management could have cared less.
We now have the same cracked counter top after three months. No word from Expo Design Center. No doubt they are hoping we go away.
Cindy of Ballwin, MO June 22, 2008
We purchased a granite counter top from Expo Design Center. It was cracked and was reported the day of installation. We got a run around for 8 weeks, people not returning our calls, installer, supplier, and Expo all blaming each other.
After two months of this, which included our going into the store once a week to complain, Expo said they would replace only the area affected by the crack. By then the granite was no longer available at the supplier. When I informed Expo no one returned our call. We gave Expo pictures of the cracked counter top and customer service reps were shocked, but management could have cared less.
We now have the same cracked counter top after three months. No word from Expo Design Center. No doubt they are hoping we go away.
Holly of Ballwin, MO May 7, 2008
Ordered a 3600.00 patio set from Dan at Expo in St Louis, MO. Delivery set for 7-14 days. This was 3 weeks ago. Two days after the order, the warehouse-Chrissy and Shaundra discovered that the table was broken. We offered to take the store display.
I found out today that it has been sold. Apparently they send eamails from place to place trying to locate merchandise. After over a week, a table was located. However they cannot deliver the table within a week when they are approximatley 10 hours away. This is the worst customer service that I have experienced, with reps that don't return phone calls and just don't care. Still don't have the table, and by the way, one of the chairs was delivered broken.
Gene of Hllsborough, NJ May 3, 2008
Called cust svc which is anything but to see if they had a sink in stock. Six calls later and I still have not talked to anyone who can wants to help. On hold for 5 - 25 minutes per call, got hung up on, phone just rang, complete apathy on the part of the store representatives. They fail to hire the right people and their training program for these people suck as well. Get a clue Expo, people pay for service not overpriced merchandise sold by uneducated, untrained incompetents. Get a real customer service department!
Cristina of Itasca, IL February 3, 2008
I bought an expensive chair from Expo yesterday and when I got home with it, I found a large stain on the wood. I called the store, spoke to an associate from the 2nd floor who rudely hung up the phone. I called up again and spoke to a supervisor by the name of Tom who basically did not apologize or blame the associate for her poor service. I would never step foot in Home Depot or Expo ever again and I would encourage other people to find a store where the customer is RESPECTED.
Alan of Kensington, MD January 11, 2008
I purchased a build-in, Kitchen Aid refridgerator about two months ago. After installation I noticed that the unit was defected and the compressor not working. After contacting over ten times, we have no way of finding someone who can do anything to replace this unit. The Home Expo system of customer service is NOT different that what you see in their stores. Zero customer service.
Now I am on the verge of filing legal case against both Home Depot and the more likely the Kitchen Aid company who sold a 5000 refridgerator at lowest quality available.
Terri of Franklin, TN January 3, 2008
We signed a contract with Expo for home renovations in April 2007. Per our conversations with Expo we anticipated the renovation to take place in the summer. The renovations begin Sept 4 and are not complete to date even though we have been given several end dates. To date the contractor has gotten in trouble for failing to get permits, has refused to comply with a directive that the codes officer told us at the rough-in inspection and has closed up the area, has not completed the work. He has damaged walls, ceilings, and new cabinets. His crew has been caught bringing a child to our worksite and sitting on our sofa watching TV. The permits obtained from codes do not reflect the cost of the project or the square footage.
I have been asked to take off work to supervise dry wall crews. I have taken off work to meet with electrician who did not show up. I have had trash blocking entrances and exits to my home and have not had the construction dumpster for the length of the job and mountains of trash left in the front yard. I am having to contract with a seperate painter to paint the areas that were damaged. The new cabinets will have to be refinished or replaced due to a plumber leaking soluvent on the inside and the cleaning crew splashing some kind of cleaner that messed up the finish on the outside. There is no end date in sight even though the work could probably be finished in a matter of hours. We have been told that a fire seal vent around the tub drain needed to be installed--to our knowledge it never was and the contractors reply when we told him it was part of codes was that was absurd. We have been at this stalemate for months with 2 or 3 hours work a week at the most occuring. We have not been able to sleep in our master bedroom since the project began.
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