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Home Depot

Expo Design Center

Expo Design Center • Bathroom remodeling • Kitchen remodeling • Other remodeling • Flooring • Installation foul-ups • An installer's view • Refunds & exchanges • Customer service • Returns/refunds • Low-price "guarantee" • Contractors' advice • Insider's view --- News • Home Depot to Close Expo Chain

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 ...

Dick of Atlanta, GA January 3, 2008

We started a remodelling project with Expo to remodel our three bathrooms. We had previously used Expo to remodel our kitchen. As is the custom of Expo, we had no input into choosing the contractor for the job--they bid it out to their approved contractors. During the course of the renovation, the contractor employed tile workers to lay the floors and stone in the shower. Their work was substandard. Expo asked that we allow the tile workers a chance to fix the obviously poor work. We agreed; however, the workmen were unable to do so. Upon pointing out the still unacceptable work, the workmen stormed out, taking their tools with them. After they left, we discovered that a new Tiffany watch was missing--this had been there two days prior, with no one but the contractor and his workers there. The watch was covered under plastic that was put down to protect the contents of the bedroom. The workers also had approximately 15 pieces of tile in their truck, which disappeared--as did they. We immediately notified Expo and the police.

Both Expo and the contractor refused to take any responsibility. Expo referred the claim to their insurance company, who at the outset said they were going to deny the claim. Expo would not return phone calls, letters and e-mails directed at both the corporate customer service people, as well as the executive office. The local store manager was told not to meet with me. We remain flabbergasted that Expo would gladly take our money, and then completely ignore this (granted unusual) problem. We will never use Expo again for remodelling projects, nor will we recommend their services to anyone who asks.

Michelle of Scottsdale, AZ November 16, 2007

We sat down with a designer at home depot expo and formulated an order for a remodel of a master bath. We gave the dimensions of the room and ordered the cabinets, countertops, sinks etc. The order arrived and the countertop actually needed to be a couple of feet longer with the cabinet design etc. We reordered the correct size and that came damaged. And we are being charged for the new one. Now the order is in for a replacement.

This has taken a few months already just to get this far. I have called and checked the status of the countertop several times and was promised that someone would look into it, but never received a call back. Everytime I called, it was treated like a new problem. Wow, it is hard to believe that this occurs with this company. They have fantastic things, and the people have been nice, but as far as resolution of issues like this, I have had nothing but frustration. This took place at the home depot expo in Scottsdale, AZ.

Arlen of Berkeley, CA November 15, 2007

bought over a dozen small accessory items and the store does not have tissue or any kind of paper to protect breakable objects - paper can be reycled. instead they use thousands of little plastic bags and wrap them around objects as though the bags were tissue paper.

Laurie of Sunset Hills, MO November 10, 2007

We purchase a complete Viking package from Home Depot Expo and had it delivered to our new home and it sat for 6 mo in our new home still in the orginal cretes they came in. We had 3 people from home depot where here to help install them right out of there packings and we found a large dent in the range lower vent grill and the oven doors are out of square and and the door rubs and the pull out tray sticks and so much more. This gas range is the prof model 48in with 4 burners and grill and griller and 2 oven below.

Now for the pro model 36in all frez and ref the first time we open the ref door the thing broke off the door stop on right lower hinge and the frez makes a constant high pitch noise that we can not sleep at nite. The level legs are so small for such a large and heavy box to support and we have not open the dishwasher yet waiting for cabinet to get here and the disposal work so far.

This cost us over 24 grand we where taken on the brand viking we need help

The unit where shipped and the repair people now blame the installers that did not drop the units they where factory screw ups are the people who drop them off here. If we can not resole this issue with Viking we will take it uo with the fox news media and then to our atty and state atty hope that viking will take care of this issue soon.

Ew of San Pedro, CA November 8, 2007

My wife and I are looking to put window treatments in our home. We decided to go with Expo because they have this program where you can pay 250 for a project designer to come out to your home, take measurements, give you some ideas, etc. If you decide to go with Expo, the 250 will be deducted from your overall project cost. Not bad.

Two weeks have passed since the designer came out, took his measurements, and we decided on the project. Next step was for him to call us a few days afterwards and schedule an appointment for us to come into Expo and outline the scope, cost, etc... No word from him, yet.

Oh, and after our initial visit to Expo, when we paid the 250, we were told that this project designer would call the following day to schedule an appointment for him to come over to our house... we had to call him after a week of not hearing anything. Hmmm...

Stay tuned, I'll let you know how this turns out. I'll reserve final judgment when and if the project is complete. I'm getting the feeling that these guys may be a little flakey.

Stu of Nashville, TN November 6, 2007

I purchased from Home Depot Expo a diverter, tub faucet, and 2 lavatory faucets. Had plumber install tub faucet & diverter. The diverter (hose and spray head) is their house brand. The diverter spray head broke into 2 pieces because it had been assembled too tightly. It was to be replaced under warranty. Was not shipped. Called and was told it's on back order and given an availability date. After date called and was told it's still on back order, and given another date. After date called and was told on back order, and was called by warranty representative that night and told it would be shipped to me no later than November 1. Called on November 6 and told still on back order although their computer shows that they promised me it would be shipped before November 1.

They no longer sell the model which I purchased. So after 3+ months, 150 items cost and 925 plumber expense--I have nothing.

Robin of Franklin, TN September 23, 2007

I ordered a patio set and a rug at the Home Depot Expo Design Center in Nashville in April of this year. I have had to make over 30 phone calls (and yes, I have kept record of this and all calls) trying to get the products I ordered delivered. They were constantly misplacing my order and not delivering on the number of dates they gave me for delivery. As of today, September 23 (5 months after paying for it) I still have not received all of my patio furniture.

They have promised delivery of this at least 5 times where I had to make sure I was at home to receive it -- no one showed or called and if I had not called to find out what had happened, there was no one checking to make sure it actually was delivered.

The enormous amount of TIME I've had to waste calling this company, getting the run around, and STILL not getting the materials I've paid for is beyond reasonable -- this is a complete outrage!

I've have to waste time making sure I was home. I bought the patio furniture to use over the summer and now it's fall - and my fear is that they will discontinue the line and I'll end up with an incomplete set.

Adrianne of Cardiff, CA August 20, 2007

I don't know where to start with how disappointed we were with EXPO. We bought very high-end tile for six bathrooms on the promise of a two week lead time. One month later we have been over charged 2,000, and were delivered the WRONG tile. Our calls are not returned, and our designer has not produced a single schematic for any bathroom despite being faxed over our bathroom demensions within 24 hours. We were astounded by the lack of organization and professionalism.

Finally, we went to a specialty stone/tile retailer and recieved much, much better service, a better selection, and LOWER prices. The only good thing about EXPO is thier hours: open till 8 pm and on Sundays.

Diana of Scarborough, NY July 28, 2006

This has been a total disaster and breech of contract from the start of our kitchen project, estimated around 75,000.00. We were promised from the beginning that we would not have to deal with any of the individual workers or contractors - that Expo would deal with everyone; make all the arrangements; make all the phone calls; deal with all the problmes.

We were also promised that our designer would be at the job site at least weekly to deal with any problems and to ensure that the job is being done correctly and as per contract. NOTHING like that has happened - we have dealt with all the contractors; we have made all the phone calls; we have made numerous calls to Expo Design, including left messages for the general store manager (Nalinee) and they have not called us back........but instead, they call the home number when they know we are not there, to leave messages so that they do not have to discuss problems and issues with us. The entire project has caused us nothing but problems and grief.

Now well overdue on final installation - ALL problems having been caused by EXPO. We are still eating out daily.......we have no refrigerator since project inception, including the last three weeks (which was the expected refrigerator installation date). WE have been dealing with delivery personnel, repair companies and contractors - this being in breech of contract.......Expo charges a significant premium so that we would not have to deal with the ancillary personnel, yet we are still dealing with all the ancillary people.

Jan of Pleasanton, CA June 21, 2006

I ordered custom drapery from Expo in July 2005. To this date, the order is still not complete. On 6/8/06, they told me that they will cut the loss and stop the project, refund me the money and I can keep the parts that's here already and I have to find someone else to finish the project. Two days later, after I have ordered the missing parts from someone else, they now want the drapery back before they will refund me. But I already started the project with another company and order the stuff already. They have been doing this to me all year round, jerking me and lying to me.

After almost a whole year of aggrevation and time spent, I have been without window covering all this time. Now, all they left me with are holes and patches on my new wall in my brand new house.

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