Home Depot Floors Reviews

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.

Oh, I'm also 7 months pregnant with a toddler, so we have a legitimate timeline and issue with extending this project. The store manager, Jessica, took my call and was SO KIND and understanding. She had a truck bring us half of the order (what they had in stock) that same day and her entire team has kept us updated on when the remaining boxes will arrive. Everyone from that store has been friendly and helpful — everyone in the flooring department, special orders, customer service line, and the delivery men. I cannot say enough good things about the team in the North Olmsted store. It's not an ideal situation, but it's so nice and reassuring to know these kind people are doing what they can to help us. Jessica and her team deserve some recognition for amazing customer service!

Why was this not brought to my attention before they covered up what they supposedly "removed" and why was it never an issue any other time I've replaced the carpet in that room? Seems a little fishy. So I talked to the lady that called me from Home Depot and she started getting an attitude with me about why I haven't said anything about the uneven tiles from the install a week ago. Well, seeing that that room was under construction, we didn't use the room. Waited for it to be finished. Now that the carpet is done, I inspected everything. She got an attitude, "Well you didn't say anything when it was done." "Well... Yeah, I didn't think it was done." Who leaves tile uneven to the point where it is in fact a trip hazard and considers it "done". Therefore the job is not done.

I am not a contractor or in the construction business anymore but what I do know is if someone is paying quite a bit of money to have work done to their home, you want it done right. Home Depot is not the option you want to look towards. If anything, run as far away from them as you can. Even look up videos on how to do things yourself. Probably would end up working out better. Should have listened to other people about them. Lesson learned here. Never using home depot anything again. What a FAIL.

Trying to reach someone in customer service is not easy always on hold or being told someone will call me. You will wait days for a response. After reaching someone I was told they could have someone come back to my home and do it again. I had already had the walls repainted from the damage done while installing the original carpet. In the end I'm still not happy the room is not done correctly. I would recommend Home Depot products but not their contractors. If you don't mind the job not being done correctly or the rug not seamed together, or hours on the phone, I would hire your own contractors. Home Depot does not offer you compensation for your time or make sure the job is being done correctly while the contractors are in your home.

When I insisted upon the molding, I had to pay more and the job took another month. After the installer repeatedly failed to show up to complete the job when promised, I had to hire someone else to finish it and touch up the paint. (The GS workmen had also left the newly-painted walls in terrible shape.) GS denied my claim for compensation for the poor quality of work, failing to finish the job, the significant under-estimate of the installation costs and the horrible delays. I did not hear anything from Home Depot after GS denied my claim. By the way, I have had very good experience using Lowe's for projects like this. Go there!

Meanwhile I had to pursue the installation company. One guy shows up with a level and a hammer. No materials and no equipment to rip up the floor that I was being charged for. He takes his level and says he can’t do the job and says I need to hire a contractor. Ummmm, hello. I had to fight with that company and Home Depot to get a full refund. Meanwhile my house was torn apart for this install that never happened. Home Depot was useless at resolving the issue. Extremely poor customer service. Read other reviews and do not use them for flooring!!!

When the contractor got two more upfront payments for some additional work he decided he wanted to quit and not work for me anymore. He further explained how his deposits were non-refundable even though he never did the work, let me say he never did the work but he said his payments were non-refundable. I find this absurd Home Depot wants nothing to do with it. I've called them 25 times. I've emailed them 60 times. They gave me the contractor's insurance name like that's going to be a lot of fun fighting with an insurance company. Please they're not going to want to give me anything.

I never would have given somebody money upfront. I only trusted him because he was a pro referral through the Home Depot and the acceleration team is resolving nothing. She is doing nothing. They play games, they call, hang up, they don't leave a message, they delay things and they're not doing anything for me. They're telling me that their contract says are not responsible, I never signed a contract. Worthless, worthless, worthless. There's so many difficulties and mistakes done in their processing. It was a full-time job trying to follow all the mistakes and misinformation and information not given on a couple of the orders.

I did find research that said I could try to sue the Home Depot and small claims court unbelievable. I don't even think the contractor that they referred me to has a license and that's why the guy got spooked. He doesn't care that he took my $2,200, Home Depot doesn't care that they took my $2,200. He didn't do the work. He's keeping my money. He has the key to my home. He has the garage remote and they don't care.

Do not use pro referral if you're not buying something or walking out the door with it. Don't use Home Depot. They're a mess and I probably will have to go to court. I'm just so perturbed that I trusted them, just can't believe I was victimized by the Home Depot pro referral and the person that they referred me to was a total imbecile. It's got some kind of mental problems or drug problems or con artist, theft problems, not going to be a victim of the Home Depot or Great Lakes all-around services. I'm not their victim.

Issues: wrong measurements leading to the wrong amounts of materials, the wrong scheduling dates, no show installation (twice). This, over the course of 7 months between signing the project at HD and final installation. The final insult was that I had to complete the application of an 8" piece of molding myself or it would have been a few more weeks before the installer could arrive to complete the job. Ridiculous. You get what you pay for folks, and what I paid for was time lost to coordinate between parties so this train wreck of coordination would finally end.

I have filed a claim with the Better Business Bureau and the FTC because the service from this store was terrible. They do not get back to you and corporate is even worse! Home Depot only chooses to fix areas per what their contradicting contractor states. I have videos, emails, pictures, and an inspection report stating that we have dips all over our house due to the POOR floor installation and it needs to be fixed because we are experiencing issues and will continue to do so because they can not level our floors properly.

They have been out to our home 4 times to fix the POOR and CARELESS initial install. Not only could they not do the job right the first time but still cannot do the job right 3 times after that. PLUS every time they come into our home they cause damage to our property. We have over $3,500 in property damages to our home that they are not paying to fix.

They send these release agreements trying to con us out of our warranty and taking ownership that they messed up and our floors were done WRONG! The second time they came out to our home to try and fix our leveling, the installer took cardboard, YEP CARDBOARD boxes from our garage, tore up the floors and stuck that under my floors to help with the leveling. SERIOUSLY this is what we paid for? This is how you correct leveling issues? You stick a cardboard box under our floor. ABSURD!

Then going back and forth with them to fix that and other areas of our initial install, I have videos of FURNITURE MOVING. YES, you read correctly. I have videos of the furniture and picture frames moving when you are walking on the floors. I still have videos like this that they choose to not fix because they are siding with a contradicting contract that has NO CLUE what he is talking about. I asked for them to send another contractor out. Of course, they said no.

I had another contractor come out from a different company and he said my floors were so bad that I needed an inspector to come out. He also told me that there are mulitiple families in the CRYSTAL LAKE area that got screwed by HOME DEPOT. They paid money to have their floors done and had to go out and pay their company to come out and redo all the work. These families ended up paying two companies to do the job right because HomeDepot left them high and dry.

I paid for an inspector to come out and I sent them that report. GUESS WHAT! He stated my floors pretty much 3,000 square feet needs to be ripped up and redone. DUE to POOR FLOOR installation, due to deflection/dipping all over our home. This has been a hassle and a huge inconvenience for us and they are still not even acknowledging what the inspector wrote. They are trying to con us by sending us these release agreements and trying to get out of fixing our floors and having us pay for them. BUYER BEWARE! Contact me and I will send you these AMAZING videos, emails, pictures because I do not want anyone to go through what we are and we are out a lot of money plus damages to our property due to their carelessness and negligence.

Finally three months after we ordered and paid for the flooring I get a partial delivery. 46 out of the 52 cases of flooring were delivered. We paid for threshold delivery. The delivery driver wanted to leave it in my driveway. He claimed to not know it was supposed to be delivered inside. He said he could not do it because he was by himself. He brought it into our garage and my wife and I carried the 46 cases that weigh about 45lbs from our garage into our house.

I then call Home Depot about the missing flooring, molding, transitions…etc. They tell me I have to call the front desk. I call the front desk and they tell me I have to call another store because it was being delivered from the other store. I ask why I had to call since I ordered from their store. I call the other store and they said they would look into and call me back. They never did. I then get a call from the Home Depot we ordered from and finally get a manager who acted like I was inconveniencing him. He was very dismissive of my concerns and was just trying to get me off the phone. Finally, the rest of the material was delivered.

This installation experience was not a pleasant one either. American Carpet South came to install the flooring. I was scheduled for a Friday and Saturday installation. The day started off well. The installers arrived at 8:30AM on Friday and got to work. Around 4 PM I noticed they were not close to being done, so I asked one of the installers if they were coming back tomorrow, and he said maybe they would be finished today. Now, there was a language barrier, so we had a difficult time understanding each other.

At 4:30 pm I received and phone call from the the American Carpet South with a recorded message stating the installers will be at my residence on Saturday between 8am and 12 pm. I also received a text with the same message. At 4:54 PM I received a phone from someone from American Carpet telling me that the installers told her they think they can finish the job by 7 PM and she asked me if that was okay. I told her yes and they can even stay until 8 as long as they did a good job. She told me I would get a phone call if they were going to stay past 7 PM.

At 8:40 PM, I decided to talk to the installers again because they were still there and no one had called me. I was told by Bernie they would be done in one hour and they had to be done that day. He asked if that was okay. My response was “I guess”, knowing that was not true because I was scheduled for a Friday and Saturday installation and even received a phone call and text confirming the same.

At 10 PM I went back up to talk to the installers and they said they were almost finished. Clearly they were not. The entire hallway needed to be done, the quarter round needed to be finished and the transitions and stair nose need to be done. At 11 PM I went up to take a look at the work and pointed out some glaring issues to which they responded that there was nothing they could do about it. The installers were also very unhappy that they had to move furniture back to the rooms. I told them I had paid for the furniture to be moved. I had to help them move furniture because they just rolled their eyes whenever I told them which room furniture went to. On top of this being a major inconvenience for my family having them there until 11:18 PM, the issues with the work are:

-Damaged furniture.

So basically, my installation is still not complete and based on how this entire experience has gone, I don’t have any confidence that it ever will be.