Home Depot Floors Reviews

I got a call at 11 am from Reno flooring. She proceeds to tell me, she doesn't have our floor order. She said it was “accidentally” used by another employee on another job. She said the only option is to go to home depot, see if they have anything we like in stock or we have to wait for another 2 weeks while they reorder. If I choose that option I would have to live with my house displaced, materials in kitchen and live like that for 2 weeks while we waited for new order. I called home depot flooring. I said I need to speak with that dept mgr. She put me on hold several times while trying to locate Andrew, dept mgr. Well she never could for some strange reason so I told her I am coming in.

When I arrived they paged Andrew and paged, and paged making excuses all along. Finally they found another mgr but he clearly was unable to help as it wasn't his dept. He too was getting frustrated at standing there when Andrew was nowhere to be seen. Finally ANdrew shows up and he's got some kind of attitude. I explained to him what happened. He never once apologized. He said why don't we just get you a refund. He looked at us like we were idiots and just had some grudge, not kind at all, not caring at all. What kind of service is that? I said no, I want you to show me what you have in stock! He started walking to the computer then stopped and walked back to us stating, "I am just going to refund you and if you don’t like that I will have you escorted out of the store!.."

I couldn’t believe it, so he refused to help us choose another product, acting like we were criminals or low lifes and didn't care if I called corporate or made any complaints and then threatened us with having us removed from store??? A lot of customers were standing around, hearing me and heard him. He never once apologized, never had 1 ounce of empathy, sympathy or sorrow for our dilemma! My brother had paid for this job on a card. Then he actually had the nerve to ask my brother if he could come back the next day to get his credit card refund as his machine isn't working. My brother said, "No, I want a refund now!" Andrew gave him a partial refund on the card and said he had to give the rest cash!/ This is not home depot protocol for a refund and since when can't a store refunded fully back on a customer's credit card?

Something very fishy is going on with purchases, accounts and customers' credit cards for them to even say they couldn't refund?? My brother lost time off work. We are having relatives arrive for Thanksgiving and now we don't have a floor, just a sub floor. Reno flooring offered no real solution and in fact didn't even call us back with one after Michelle said she would. The home depot sub contracted this job out to another company not informing their paying customers of this. We assumed home depot was doing the work themselves as that's who we paid and ordered with. While Reno Flooring made the initial mistake of being not professional, unorganized and sloppy, it's the home depot that entrusted this other company to work under their name and whoever vetted this Reno Flooring didn't do so appropriately.

WE were left with our house upside down, everything out of place, our carpet gone and left with a subfloor exposed. Just a couple weeks before the holiday and now since home depot basically threw us out because of their huge mistake and lack of any customer service, I am walking around in tears. I had to go to dr for cancer treatment that day, yesterday when this happened. I had to march in home depot in pajamas after dr and deal with a manager who clearly should not have any management responsibilities or be in that position and then be treated so poorly and rudely by their employee like that is just horrendous. I will be looking for an attorney and if I can find one I will sue. But at the very least I will spread my story far and wide over social media and will never step foot in Home depot again and will try to stop others from shopping there if I can.

I have been in construction and home rehabbing for 20 years but I am done with them. Andrew the “manager” should be fired at the very least. He should not be anywhere near customer interaction or where empathy is required. He is the worst home depot employee I have ever had the displeasure to deal with and should lose his job because I promise if he treats us that after spending thousands of dollars we aren't the only ones. You guys lost a customer that was looking at the floor while this was happening but when she saw his attitude and lack of care, she got up and left. 1 customer down and I am telling everyone I know about home depot practices and management.

Thanks for a complete disaster home depot. This is totally unacceptable business practice and customer service. Andrew should have immediately apologized, said he would find us a solution and help us to make it right. None of that happened. Just an angry guy and frankly Andrew didn’t give a rat's behind about us, our upside down house, our problem, none of it! WE have spent thousands of dollars at the home depot. Actually last month I purchased a new washing machine. But to be treated like they way we were treated by the manager and never offering any type of solution, any type of of apology, and care that we are customers is unforgivable behavior. We will never spend another dime in that store!

At the end of their 4-day window, they had not completed the baseboards or stair trim. They left and for four weeks I’ve been waiting on the order to arrive at the Home Depot. No one called me so I keep calling them. Apparently, they asked the measuring company foot the bill for the mistakes. They declined! Meanwhile, I have torn carpets on the stairs with staples sticking out and no baseboards or trim in almost half my home. They now want another $2,000 to finish the job. I’m so mad! I don’t recommend.

As consumers we have choices. Home Depot builds their business up behind commercialized advertising and you put your trust, faith and hard earned money into a company who could care less about its customers. Our concerns have fallen on deaf ears, even after writing to the CEO. We had 2-full kitchen renovations done at a very high price, and were pleased except with the first floor flooring. We paid extensively for cabinetry, appliances, renovation work, etc. All work and appliances have been paid for in full. Our ask is that SOMEONE from the company take accountability. We have submitted photos, copies of emails, receipts, copies of checks, notifications, etc. All of this has fallen on deaf ears, as if once you've paid, they do not care whether you're satisfied or not. Save yourselves from being disregarded or abandoned by these mega companies that hide behind their store name! We deserve better! THIS IS NOT HOW DOERS GET MORE DONE!

So now with flooring purchased, I receive a notification of scheduled install dates of February 12-16. I honestly was very surprised at needing this amount of days just for flooring, but that also soon became very obvious why. Home Depot uses Romanoff Renovations for all of their flooring installations, which their headquarters neighbor Home Depot's ironically. My installation began on Monday February 12 with the LVP flooring.

My installer struggled to make it to my home by 11:00 each day, and left by 3:30. So the LVP now took three days instead of two, and he left without installing any transitions, and with my quarter round completely destroyed. He unbelievably was using a staple gun shooting nails, and eventually just used staples throughout the rest of my house. He also did not caulk any molding or flooring. So not only did this leave me with damaged molding, but also about 3 1/2 hours of work caulking all of my molding myself. Not a good start.

The carpet crew arrived Wednesday the 14th, also struggling to arrive by 11:00. My wife and I moved every single item, including all furniture prior to their arrival. So all they needed to do was lay carpet. This also left my entire home packed away on my hardwood floors, which has become a huge issue as this nightmare plays out. Amazingly they cut the carpet wrong at the shop, even after insuring multiple times that I had a large paved driveway to cut the carpet here. So now the largest piece of carpet for my great room and hallway would have to be reordered. But I was assured that the original dye lot was available, as all of the carpet upstairs is identical and needed to match at the doorway seems.

This was the first of many, many blatant lies by the Home Depot staff. The crew was to return the following day to install the downstairs carpet, but again while cutting it at the shop they found this carpet to be so severely flawed that it could not be used. So instead they returned to install the carpet in the master bedroom, and one of the spare bedrooms. Again assuring me that the matching carpet was available and ordered for the remainder of the house.

To date those two rooms are the only carpet that was ever installed. Obviously that dye lot is long long, so that new carpet is basically useless and needs to be replaced as well. So l'm sure you are wondering how is it possible that this occurred in mid February, yet in August nothing else had been done. This in itself could be its own hellish novel. But basically one carpet was supposedly ordered three separate times. Twice flawed again, and once cut wrong yet again. The upstairs carpet was allegedly ordered three additional times as well, and cut wrong at the factory each time.

So after over two months of this, I simply requested a full refund. Which they denied. All of this was sent to the "Executive Escalations Division". Which was a guy who supposedly was the one who could work all of this out. He worked 11-8, so the majority of my communications with him occurred at 7:45, usually on a Friday. I talked to him 33 times leading up to this. Yes 33. This became so intrusive, I eventually requested emails only for any updates. Finally On April 26 l agreed to a $6,750.00 refund, and $3,500 in compensation. This left me still paying in full for the botched LVP, but I just wanted all of this behind me, and to be able to move on and finally get my house and life back together.

As of today I have received neither. Absolutely nothing. I am out over $12k, my home is a total wreck and I am forced to hire an attorney to resolve this. The store manager has not spoken to me once throughout this entire ordeal. The regional manager who initially agreed that I deserved a full refund, also refuses any communication. Even the CEOs of this $400 billion corporation who I included on so many communications, never deemed any of this serious enough to even respond or acknowledge it. This isn't a fly by night flooring store, this is Home Depot, and yet their literal criminal behavior goes unnoticed.

Even when filing a formal complaint with the Better Business Bureau had no affect. They simply lied in their communications about what they were doing to resolve this. The BBB had no way of knowing none of this was true, or any means to enforce a true resolution. So that too was simply swept under the carpet. And filing a dispute with Citi Bank also went nowhere. Citi is obviously in bed with Home Depot, so once again Home Depot simply says I've been compensated, and Citi Bank accepts it as the truth. Never truly investigating anything. I never would have thought a company as large and established as Home Depot would treat any customer like I've been treated. But here we are six months later, and my nightmare is the proof.

One thing I'm disappointed of he's ignoring me and taking my materials and disregarded what I said. Didn't listen and was very rude with me. I called the company to explain then got put on hold for a long time so I then contacted home depot then they put me on hold. I then got a call from ACS apologize said for the inconvenience that occurred and they'll finished the job. I don't think they should be working for ACS.

Second time installer showed up and informed us that current floor was not level and could not install new floor. HD called and quoted us $4,900 to level floor in order to have new floor. Finally, gave up and told them to cancel the order completely. Both installers mentioned problems with HD orders and not informing customers ahead of time about additional costs. Will never go through trouble with HD and their contracting services.

The installer lacked a bit of concern with my questions during installation which frustrated me but in the end I believe the end results of his work were excellent. The tiles were perfectly placed and hopefully will withstand time. I believe this will happen. The only thing I was uncomfortable with was having to pay 100% upfront for the job. That may have been a factor in being so particular with the installer's work. But in the end we were pleased with the results so I cannot complain about the results which is what really matters. I would try another installation in the future.

Home Depot’s solution was to terminate the contract, leaving me to start the entire process to find a contractor for this project. When I found a contractor and requested my flooring be delivered they canceled the flooring that I ordered, even though it was supposed to be delivered to me. Neither Home Depot or ACS replaced the phone jack that was taken. Home Depot has not been helpful. They simply states they stand by their installer but apparently not their customer. It has been two months since the installation farce and my home is not back to normal. I am taking care of it one step at a time on my own. Beware, Home Depot does not care about their customers.

The day arrived when the installers arrived as scheduled. After about 15 minutes, the installer told me he did not know how to install this type of flooring. And there was not anyone available to install the arrival day. A follow-up call with Home Depot indicated that the flooring would be installed five weeks later; meanwhile, the house is in disrepair because all of the furniture moved out of the dining room and living room. A call to the general manager, Steve, was unsuccessful in securing a new installation date. Steve was then instructed to come to pick up the product, which he did. I was very stern and disappointed with Steve. There was no apology or discussion on being made whole. Think twice before engaging with Home Depot Flooring. They sell the product; however, their subcontractors are not trained in installation.

Finally, in exasperation, I contacted Christine and said I wanted to cancel our order. Christine told me that we would be charged a 20% restocking fee (about $800!) if we canceled and, "Oh, by the way, your vinyl flooring is now in the store." No one had even called us to schedule a delivery or tell me the product was in the store! This was what we'd wanted all along and we moved forward with the project. I was told by Christine that the work order said my husband and I would remove and dispose of our old carpeting. I told her, "No, we had not agreed to this nor did we request this." I clearly told Christine that my husband and I expected Home Depot to remove and dispose of the old carpeting in the 2 rooms in which they were doing the vinyl flooring installation. We'd already paid for removal and disposal of the old carpeting! She indicated she understood.

On the day of the scheduled installation, 5 weeks later, we received no phone call to confirm that anyone was coming. I called the Home Depot flooring department and was told that they have turned the project over to a 3rd party and that they no longer manage this project. They gave me the phone number of the installer who I contacted and I finally got a call from the workers at 11:00 that morning. They didn't arrive until almost noon as they hadn't known they'd have to remove and dispose of the old carpeting in the 2 rooms! Christine had failed to update the work order.

We were thankful that the workers managed this issue through their office and Home Depot and the workers went ahead with the removal and the remainder of the project, no credit to Home Depot. They finished at 6:30 that night since they'd gotten such a late start. I will NEVER use Home Depot for another project of ANY kind! They were so disorganized. They use 3rd parties for all their work including delivery of their products and installation and this causes a lot of confusion and extra work for the consumer who is paying top dollar for a higher level of service.

Original Review: I ordered and paid over $3100 for vinyl flooring for 2 rooms in my home. An install date was made for 5 weeks hence. The next step was that Home Depot was to contact me with the product delivery date within a few days. When I didn't hear from them I called them and was told to wait another 3 days. 3 days passed; they failed to contact me. I called them again and was told to wait another 3 days. Again 3 days passed. I contacted them yet again and was told that it looked like an error was made and that the order was not put through and that the manager of the dept. would be contacting me. She failed to contact me. I plan to cancel my order and try to get my money back. Since Home Depot's only successful follow through was in taking my taking my money I have much concern in regards to their being competent and cooperative with crediting me my $3100.

After 7 days of the inspection I get an email not a call or anything like that an email assuming one or two things could be the cause but not actual proof of why my floor is warping, cupping, wavy looking, corners, chipped and coming up. 100% Vinyl Plank was defective. Do not purchase anything that says MSI or MSI surfaces cause you will regret it and have to do your floors again because the company doesn't want to take ownership in their defects. You will be an angry customer who will no longer purchase MSI OR MSI SURFACES PRODUCTS.

When a woman called me to ask how the service was, I was too exhausted to respond. She said to call her back. I tried, was on hold, left a message and was never called back. I am so happy I checked all of the doors, patio, etc. to make sure the doors were locked. The patio door was not. There really isn’t even anyone to complain to unless you complain to the Better Business Bureau. Even some of their employees tell you to go to another store. From now on I will follow their advice. The workman had an extra small roll of carpet on their truck behind the garbage from my installation. I asked if that was part of my order and they said that it wasn’t. They had another very small job down the street. Maybe they did. But they were going to have to haul out all of the garbage from my place to get to the new carpet.

For the sake of brevity, the following is a list of issues we dealt with during the installation process: 1. Preinstallation appointment phone call. A. Instructed we must remove baseboards if we intend to reuse them. I. Informed subcontractors can not reinstall existing baseboards. 2. Original installation appointment. A. Installer arrived 15 minutes late. B. Installers spoke only broken English. I. Had to use smartphones to translate conversation. C. Began raining at our home approximately 15 minutes prior to their arrival. I. Planned to unload and cut carpet on our driveway. II. Unable to install carpet due to weather and had no contingency plan. III. Made no effort to devise a workaround. IV. Wife had to call and reschedule for another day. 1) Explicitly requested that carpet arrive pre-cut at second installation appointment. 2) Instructions confirmed by ACS customer support representative. V. Wasted an entire vacation day due to contractor’s lack of planning.

2. Second installation appointment. A. Both installer spoke fluent English. B. Carpet arrived uncut. I. Lead installer stated he made the call not to cut the carpet. 1) Stated measurements are often incorrect and cause issues. 2) Stated he would lay down a protective layer between driveway and carpet. A) Zero plastic or other protection used between carpet and driveway. II. Lead installer stated we should NOT have removed baseboards. 1) Stated this also throws off their measurements. 2) Both installers surprised ACS customer service advised us to do so. III. Damage and quality control issues with installation. 1) Minor wall scuff. 2) Damaged threshold plates x2. 3) Obvious gaps in carpet padding in high traffic areas.

3. First repair appointment. A. No call, no show from installer. I. Did NOT receive a call day prior to appointment to confirm time as is ACS policy. II. Contacted ACS at 8:00 am day of appointment. 1) Told installer could not make appointment. 2) Informed installer injured themselves two days prior and called in sick both days. 3) Received zero notice of potential missed appointment. III. Rescheduled for the say time the next day. 1) Told we would be the first appointment for installer. 2) Wasted yet another work vacation day.

4. Second repair appointment. A. Did receive an automated pre-appointment phone call to confirm appointment time. B. Received call from ACS at appointment time informing us installer is still out sick. C. Informed ACS flooring manager I would deal with Home Depot directly for resolution. I. Second no show for scheduled appointment.

5. Home Depot resolution. A. Submitted detailed complaint of highly unprofessional service experience. I. Requested 50% reimbursement. 1) Four total wasted work vacation days. 2) Failure to send crew capable of communicating with customers. 3) No contingency plan for inclimate weather. 4) Failure to comply with customer request. A) carpet not precut before arrival. B) carpet placed on bare driveway with out any barrier. 5) Two missed appointment by ACS with ZERO prior notice. A) Most businesses charge customers a fee for missed appointments. B. Home Depot refused and offered $750 compensation on $5100 installation contract.

In the end, we took the $750 because we don’t have the resources to take Home Depot to small claims court. This was a clear breach of contract and the entire experience with ACS was unprofessional from start to finish. I expected better from Home Depot but shouldn’t be surprised another big box store feels it’s perfectly acceptable to advertise high-quality service while providing their customers garbage. I HIGHLY recommend anyone interested in PROFESSIONAL flooring installation look anywhere other than Home Depot and American Carpet South.

On 07/26/2023, I entered into a contract with Home Depot for kitchen and foyer tile. Home Depot uses USIG for their installation in Flooring. I selected the tile and grout over the phone where the grout looks like a dark gray but ended up being a light color. Due to continuous issue, I file a BBB complaint and the Executive office gave me 2 different Home Depot Gift Card. The gift cards were great that meant less out of my pocket. Then after I was told to go into the store make the payment in which I did. I went into the Silverlake store to make the payment and did not have anyone available. It took approximately 1 hour and 30 mins to get assistance.

The USIG flooring installer came out to install the floor tile stating he came to install tile in the kitchen and foyer. Before he started to make sure there was enough materials to complete job, he needed to call USIG. USIG told him to install only the kitchen. By this time I was frustrated and angry so I had to file another BBB complaint. Filing BBB complaint is the only way I could get anything done. I receive a call from Karina (Silverlake Store) stating they agreed to tile the foyer which is what I understood. The installer started the install setting the tile too far from each other. I mentioned it to him and was told they would be close where he said it would be fixed. Then I told the installer the grout was too light and should match a color in the type…a darker gray. The installer says it would darken which wasn’t true.

I continue to check as he progress with more and more issues that brought to attention of the District Manager - Ahmad. The district manager was very dismissive so sent the installer out a 3rd time to correct the issues. There were more complaints filed and I spoke to Brian in New Orleans. I asked Brian if he could send another Manager out because Ahmad did not care to resolve the issue only to guard the bottom line. Brian says he did not have anyone else to send so I had to deal with it. They scheduled another installer to correct the issue. Ahmad called me on 10/09/2023 at 8:30 am asking if the installer came out on 10/07/2023 Saturday. He knew an installer did not come to my home Saturday that was another tactic to frustrate me.

Then I received a call from Elizabeth the morning of that the installer would be at my home within 20 - 30 minutes. I received a second call from Elizabeth asking to give the installer another 15 minutes. She said the installer went to Home Depot for the grout. Due to their dishonesty, I asked the installer where was the grout and was told it was for another job. And that job was scheduled this morning at 9:30 am and he arrived to my home at 9:00 am. So USIG had no intention to correct the issue. I called the Karina and left msg about the issue. She called stating she would call me that evening, then she’ll call me once a decision is made, the third day I called no resolution at all. Karina did not call me so I left a voicemail, I emailed Jessi C, no response, 3 times and 4 voicemails.

I receive a Docusign from Patricia ** stating Home Depot will refund back to the original payment method $1441.00 instead of correcting the issues. I paid 1757.00 for the job not including the inconvenience and time spent requesting BBB assistance. I left a voicemail with Karina again and receive a call the following day with her explanation. She says Jessi told her I would receive something via email and I could get someone else to resolve the issue. I told her the money is unacceptable because they did a poor job and I want it resolved by Home Depot and USIG. What would it do to accept money and I would need to buy the materials again and pay more labor. I am very surprised that Home Depot and USIG care so little about their quality of work and reputation. In an effort to correct the issue, new tile, grout and the labor would be more costly for them. They chose the lesser of the two which is unacceptable.

Original review: I am livid because Home Depot used deceptive practices to make a sale. The store customer service and sales people will do and say anything for their commission. Instead filing another BBB complaint, I wanted to reach out to you. I got a measurement for tile in the kitchen, foyer and kitchen. Since the amount did not fit my budget, I decided to get the foyer and kitchen. I paid in the store with the understanding it would be for the foyer and kitchen. The material were delivered 08/18/2023 then USG schedule the installation for 08/22/2023. When the installer arrived, he stated the foyer and kitchen was to be done. He measured the foyer and kitchen and found there wasn’t enough tile material for both. It would allow for any waste and I agreed.

The installer called USG to let them know there wasn’t enough tile for both. Then explained that Home Depot said I paid for only kitchen. Home Depot was very deceptive when selling and getting me to pay then change the areas to be done. USG asked if wanted to do the kitchen and I said “yes” what other answer would I give them. Everything was moved from both areas.

Ken

After literally hours and hours of endless discussions and verifications on phones and in person, I was given the green light and an estimate. I purchased all the materials and the installation. I paid someone to bring the heavy load from the store to my home - Home Depot would only deliver either to the store, or to the curb. I also had to free up my schedule, empty the kitchen and the fridge, and get up at an ungodly hour. THEN the installer informed me, on arrival, that I needed to hire a special company to check for asbestos before he could proceed! I also discovered that if there was any, I would be charged thousands of dollars to handle it.

I managed to get Home Depot to pick up the materials cluttering my living room. When I didn't hear back from them, I filed disputes with the two credit card companies I used. One of them re-credited me right away, the other is still waiting for Home Depot to refund it on their own volition before they intervene. More than 2 weeks later, Home Depot has not yet refunded the money.

My credit card company would handle this part. But I am out $160 ($50 for useless measuring that is unrefundable because of the "service" I supposedly received, and $110 for someone to carry the materials). Not to mention all the time I wasted and the aggravation. Home Depot refuses to take responsibility for any part of this fiasco. I will NEVER hire them for any job and highly suggest you don't either. Interestingly enough, they practically flood the web with scores of their own websites showing mostly positive reviews. I suppose they are trying to bury the real ones. Whether dishonest or incompetent, I would never use Home Depot again for any installation project I might have.