Complain about a product or service

Home Depot Kitchens

Kenneth of Port St Lucie, FL May 1, 2006

I purchased a kitchen from them in January, several doors were damaged and were faulty, the faulty doors were made out of square, there were 2 different styles of hinges that would not work, damaged cabinets also. Home Depot insisted on charging my wife a 15% restocking charge to return the faulty and damaged doors, they would only replace some of the doors and insisted on given her doors that were already opened, so they were damaged.

We called the complaints department 5 times, spoke to the store manager, assistant manager, kitchen sales lady, we were told nothing but lies re: getting replacement parts, we were also instructed that we should call the kitchen company ourselves as it was not Home Depot's responsibility to deal with faulty products.

We were finally sent the replacement doors and cabinets and they sent all the wrong items , even after I personally spoke to the rep from MillsPride (kitchen manufacturer) and also emailed him the sizes so he would know exactly whaty we needed. I am a time servered carpenter, fitted at least 400 kitchens in Europe over 30 years and have never seen a company behave in the manor that Home Depot have behaved.

Robyn of Springfield, MA March 23, 2006

I ordered kitchen cabinets from Home Depot in Wilbraham, MA on December 30, 2005. I had their installer measure twice for the cabinets. One area of my kitchen needed construction to fit an 84" cabinet and I was lead to believe that the installer would be doing that work. When my referred to demolition, I thought that I would be responsible to remove the existing counters and cabinets which I stated that I would take care of myself. My first cabinet order came in on January 26, 2006 and no one from the store came to inspect the cabinets as I was told they would.

My original installation date was February 23, 2006. On February 8th, I was mailed a cabinet door and found that it was the wrong color, they were all the wrong color. I contacted the Home Depot and I think the only reason that they dealt with me was because it was their fault the incorrect color was ordered and they were supposed to complete the installation. After many phone calls, my next date was scheduled for March 7th.

On March 6th the installer showed up at my home with the plumber and all of his workers. I asked why they were there and the installer said that he had told me they were beginning the install today. In fact the installer had told me that he would come there with his plumber to disconnect my gas stove and he would also inspect the second order of cabinets. While in my home, the installer sees that I did not do the "demolition and construction" that I was supposed to do and I told him that I removed the old counters and cabinets.. he then said that all he was there to do was install cabinets - no construction. But that he could do it for an additional 800.00. I told him to leave my house, called the Home Depot and fired them.

When I hired a REAL general contractor he came in about 700.00 less than Home Depot to complete everything. My new contractor had several problems - measuring of cabinets and my countertop were off, damaged parts. I have been dealing with Home Depot for the last (4) weeks to get redelivery dates all I get is the run around. I will never purchase a big ticket item from them again and I will tell everyone that I know to run away from Home Depot.

Chellee of Calabasas, CA March 8, 2006

We engaged Home Depot, West Hills Kitchen Department to remodel our kitchen. The person who oversaw our remodel project quit Home Depot and the person replacing him has not been doing his job. All Home Depot personnel in the Kitchen Department told us not to utilize Home Depot for any of the ancillary work involved in Kitchen Remodel, such as an electrician, granite installer, etc. We were advised that it would be much more expensive to utilze Home Depot.

Consequently, Home Depot says that since we did not contract the entire job with them, they won't oversee the project. It was not less expensive to go outside HOme Depot, in fact in many cases it was more expensive. We paid our initial payment in July of 2005, it is March of 2006 and we are living without appliances, no sink, stove, oven etc. I have complained to corporate many times, and their staff is in India, so I can never speak to a person that could help me. I have left many messages at the local West Hills store, and no one calls me back. The company that they hire to istall the kitchen, Kitchen Concepts, call to say they will work a particular day, and then do not show up.

Vinetta of Valley Springs, CA March 7, 2006

Designer came to the house Nov 6/2005 and measured for cabinets, wrong measurements.  Came and picked up cabinets Jan 6/2005, reordered . Arrived Feb 8 and again most of the cabinets were wrong size. Tuo (kitchen designer ) ordered countertop, again wrong measurements. What a fiasaco! Still waiting for rest of cabinets and reorder countertop.

Now Manager (Brian) says they have done their responsibility. I have been advised to have another contractor to measure and make template and order the countertop and install. Add bill for stress and time without a kitchen in small claims court. 5 MONTHS IS A LONG TIME TO BE WITHOUT SINK OR COUNTER TO WORK ON. ALMOST IMPOSSIBLE FOR OLDER SENIORS. Having to eat out has been a burden on us as well as the expense.

Angela of Middletown, NY February 24, 2006

In January 2005 I went into Home Depot to contract to have my kitchen remodeled. My initial visit to Home Depot was in November 2004. From the first I had problems - the cabinets I ordered were discontinued but i was never notified. I reordered the cabinets - upon receipt one of the cabinets was damaged in transit. It took about 4 weeks to get the new cabinet.

It took another four weeks to schedule someone to come out to take the old cabinets out and take out the old appliances. After all this time I was informed by the carpenter that the tiles had to be replaced. After about six weeks the new tiles were installed. We called Home Depot to tell we were again ready to have the cabinets installed. The guy that came to do the work did a terrible job.

 I then called Home Depot to have someone else come to check out the work. Someone else did come to look at the work and I was told that they would come as soon as possible to fix what was wrong. To this date this has yet to be done. 

 In the meantime, I was sold a bathroom faucet for a kitchen faucet. The cabinets were improperly measured and the stove almost didn't fit in the space provided. The stove they sold us has an electric oven and a gas oven - we were not told we had to have a separate connection for the electric.

 It is fourteen months now and our kitchen is still unfinished. Every time the carpenter comes there is another mess to clean up. It has taken more than six months to have my tiles ordered for the backsplash in the kitchen. I think I have been more than patient. I would say 14 months to remodel a 10 x 10 kitchen is more than sufficient time.

I don't feel as though I have been treated fairly by Home Depot. I have even complained to the home office several times without any success.

Anthony of Sonoma, CA February 23, 2006

Home Depot gave us exagerated and unrealistic times for deliveries and completion of various stages of this project. We were billed and charged long before the any worker ever drove the first nail.

We were sold a brand of Corian Countertop in October 05 that would NOT be available to the public until mid Jan 06 (which was known by Home Depot in Oct). We were finally promised a credit for the unusable items sold to us, but never given one. This job would NOT have been completed had we not fired Home Depot's contractor and hired our own.

Marybeth of Annapolis, MD February 17, 2006

Went to the Home Depot to purchase three cabinets. Found two of the three needed and loaded them on a flatbed cart myself, since there was no one in orange around to assist. The third cabinet was only on display, so I sought out assistance.

After being sent to four different people--the other three "didn't handle that department", I finally found someone who was willing to help. She looked the SKU up and found there were nine available, but required a forklift to retrieve.

I then stood in that store over another 45 minutes listening to her first page someone from that department, then an MOD, with no response. I walked up to Customer Service and requested an MOD, and stood there another ten minutes waiting for someone to respond to that page. Finally, an MOD did appear and personally retrieved the cabinet with the forklift, and loaded it on my flatbed cart.

However, when I asked about assistance loading my car, I was informed that I simply had to ask the cashier to page someone when I checked out. When I asked if it would take as long to get that help as I waited for his assistance (an hour and 40 minutes!) he simply smiled. By then, I was in no mood for that response and when I asked to speak to his boss, he simply smiled broader.

His boss finally did appear, and the MOD I originally dealt with had the unmitigated temerity to stand there with a broad smile on his face as though making a customer wait well over an hour for one item was nothing less than thoroughly amusing.

William of Andover, MI February 3, 2006

My wife and I were happy to find a granite that we liked from the Home Depot Expo Center in Burlington, MA for our kitchen counter top. The store also offered 10% discount.

We placed the order on 1/22/06 and was told we would be contacted by a local stone yard for templating. At the same time, we rearranged our kitchen cabinet to increase our open space and cabinet work was done a few days later. The stone yard contractor finally called but failed to arrange a convenient time due to its inflexible policy. The contractor only offers either the morning or afternoon appointment (with 2-3 hours window) for just 20 minutes work.

I suggested to have the first appointment of the day or the last appointment of the day but the contractor said that it is not the way it works. I basically don't want to take a full day off due to 20 mins work because I have a long commute time. I then called the Kitchen Project Manager, Rob, at the Expo Center in Burlington, but he said the way it is. He offered nothing to resolve the situation.

I was told there are alternative stone yards Expo could use when I placed the order but he said it is not the case. I was referred to his boss, Dan Ryan, for further assistance. I called Dan on 1/30 and 1/31 (a total of 3 calls) but never got any return call. I then called Expo Customer Center at 1-800-553-3199 and the representative said someone will call you within 48 hours to resolve this issue.

No calls from Expo local or head office. I am just at the starting point of my kitchen remodeling project and already got this "don't care your concern" attitude from Expo. It is supposed to be the high-end Home Depot services but their services are a lot worse than a regular Home Depot. I will never go back to any Expo center.

Genevieve of Escondido, CA February 2, 2006

On 1/12/06 I purchased a wall oven and stove at the above Home Depot #1053. I was promised delivery on 1/18. On 1/18, I received a call from MayTag. Said they are on 'back order' and would come the following week. I called the store to get a time for the delivery. A man called and said the delivery was moved to 2/1. On 1/31, May Tag called and said that they are still manufacturing the oven and they would not go out until 2/21.

I have no stove or oven, am a 'senior' and in desperate need of the stove. At this point I went to the Store and asked for a refund. I had paid by check, that was cashed the following day, so they had my money since 1/13. The amount of the check is 1522.73. The customer service rep consulted with the manager, and then spent a good 1/2 hr making various calls to Maytag and GE.

I was getting impatient, as it only took 3 minutes to pay. I needed the money back in order to find another oven and stove. The rep and Asst Mgr insisted that I had to wait for 30 days for a check to come back to me from Atlanta, GA. They had robbed me of my dignity at that point. I 'lost it', crying and begging. After one hour, a woman came out from the back room and asked me if I had an ATM card for the account that I wrote the check on. I showed it to her.

She agreed to credit the monies back to my bank. She said that it would take 24 to 48 hrs. I have called the bank and they deny having received any credit and to check with Home Depot. Home Depot insisted that it has something to do with my bank. 

Brandy of Montgomery, AL January 24, 2006

I recently bought kitchen cabinets at Home Depot in Montgomery, Alabama and received a rebate form to send in for 400.00 back. I mailed all of the necessary forms on October 4, 2005 to Home Depot Rebate Service Center P.O. Box 8219 Wixom, MI 48393-8219.

I received an e-mail back on November 1, 2005 stating that they had only received two of the three items I sent. They had received the rebate form, and the receipt, but not the Special Services Agreement Invoice. I emailed them back to find out exactly what the form looked like. They e-mailed me back on November 4, 2005 and told me that I had 3 business days for the requested form to be postmarked and sent to them. I sent in the requested Special Services Agreement Invoice form on November 5, 2005. 

I received a postcard on November 25, 2005 saying that they had received the Customer Service form, the receipt, but not the rebate form, which they had originally said they did have.

I e-mailed them back on November 25, 2005 questioning this and received a generic response on November 29, 2005 saying our rebate was not approved. I'm e-mailed them back on November 29, 2005 restating my problem with their denial and the reasons why. I requested a phone number where I could talk to someone and they never e-mailed me back with the requested info.

I have gone into our local Home Depot and had them call and explain everything to the rebate office and verify that I had everything documented and that they were in error, but they would not consider re-evaluating the claim or look at the documentation I had.

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