Home Depot Floors Reviews

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.

Crystal (from flooring) and Shannon (store manager) were absolutely no help. This is how you operate? The measurer came out 2 months ago, measured, pulled a corner of carpet and indicated the subfloor, so what's the problem? Why am I sitting in my home with no flooring and no help!! As my records will show, I have spent $15,000. at Home Depot this year and hundreds of thousands over the past decades. This is completely unacceptable.

After I did the contract with them, paid the full amount, they call me the next day and told me they couldn't do the area around the fireplace. WTF, really Home Depot? Why couldn't they tell me that when they did the estimate, why wait after we commit and signed the contract and after we paid in full, close to $8,000? I'm really disappointed and very upset. Never doing business with Home Depot again. Very irresponsible and unreliable company. And when I tried to cancel they told me I needed to call a different number. Waste of time and energy dealing with these crooks.

If you are reading this, it means you have already experienced a problem or are second guessing your decision...All I can say is trust your gut and run to a reputable flooring company..Not a glorified hardware store!!

We did get a partial credit from Home Depot because of the time it took from ordering to the final installation (4 months) and the trouble of being home for so many visits. However, American Carpet South has not reimbursed us for any of the damages. They are stalling and we may end up needing to take action in order to have the lamp replaced and the walls and furniture repaired. Buyer beware!

As a customer, I should be informed of all the variables at play so I can make an informed decision. The contractors came this morning, tore apart half of my carpet, tore flooring in appropriate places, and then said “sorry we can’t do the work, you need to find someone to level the floor”. As a customer that spent 10k, I wish someone from Home Depot would have informed me of issues with installing the floor if the house was not leveled. This is necessary information that Home Depot should bring forward to all their customers. The contractors left my place a mess, and uninhabitable. I contacted the store manager, and the response was unacceptable. I am writing this to give others fair warning. Home Depot is truly a scam.

My landlord and I went in the next day and it took an hour to pay for it because neither Sasha nor the customer service ladies knew how to process a payment correctly for $6300! Isn't this what they do every day! We were then told they had to order the flooring and they would call us when it was to be delivered. We were told the install would take a day, that we could leave the product in the garage once it was delivered and that we only needed the threshold delivery for this reason. We were also told that the installers would move 6 items per room. (This is random but important later.)

We were then ghosted for a month until they told us the trim we wanted wasn't available so we had to pick a new color out. It took them a month to tell us this! My wife went to the closest store where the flooring associate was rude to her to the point that she left and went to the next closest store. They picked out the new item and the associate called the Truxel store to let them know. The Truxel store never even added that item to our order after my wife wasted 2 hours doing what they asked. I tried following up with the flooring department 3 times, the first time customer service bounced my call around for 20 minutes, the second time I was on hold for 30 minutes then the last time I was on hold for 10 minutes before I gave up.

I called corporate on a Friday to see if they could help because we were having nothing but problems. The man took my info and said someone would call me back in 30 minutes. The next day I called again as I didn't hear anything back and I was told they had no record of my call, but that she would enter my info and have someone call me back on Monday. Tuesday I once again called corporate and was told the lady from Monday did not process my call correctly and that it would still be another 24 to 48 hours before I received a callback.

We then finally got a call for delivery and set it for Monday June 28th and the Install was set for July 14th. The installers stated we had to keep the product in the house, that it would take 3 days to do the install and that they would only move 2 items per room. This was a major issue because it contradicted what we had been told and my wife and I both work and cannot just take 3 days off to babysit the installers. Also, if my wife was home in the morning when they came, as we had planned for the one day, she would not be able to move all the items out by herself as we were told 6 would be moved per room.

At this time I was still waiting for a call back from corporate hoping we could resolve some of these issues but still had heard nothing back. I received an email on Sunday stating we had our set delivery for the next day and that it was a threshold delivery and it defined a threshold delivery, to the outside of the house. Again this was a problem because I work mornings and only my wife is home and she is not responsible to bring all of this in the house.

I called the Truxel store and asked for a manager. I spoke to Butch and explained everything in detail also stating that we don't even have a delivery time, we had a 14 hour window and that was not going to work. He worked everything out for a set time on Monday and we also discussed compensation for all of this hassle. I asked for half of the install to be completed, about $1500 or I wanted the order canceled because this had been a nightmare. He stated he would only comp up to $500 and that he would have to get with his manager and get back to me.

Monday comes around, ready for delivery and they only delivered part of the order. I didn't call HD at this point because I was just tired of dealing with this and it wasn't worth it at this point. Shawn called me back later on Monday and said all they can do is $500 off my order. I told him they didn't even deliver the whole order and he said, "We had the rest coming on Tuesday." I explained to him that I knew nothing about this and if that was the case they could have just delivered it all on Tuesday instead of coming twice!!! He didn't seem to be bothered at all by the incompetence of his employees. I told him $500 was not close to being worth it and at this point I wasn’t dealing with HD and wanted to cancel the order.

They set an appt for Tuesday (the next day) to pick up the flooring. He was supposed to get back to me on how the refund would be processed, if we needed to go in or if it would go back onto the card automatically. Thursday rolls around and still no call back from Shawn so once again I CALLED HOME DEPOT and asked him how the refund would be processed. He then told me they already issued the refund and emailed me a receipt. In this whole process I must say that the only thing that went according to schedule with no hassle at all was canceling the appointment and having the flooring picked up. They were professional and even called to tell me they would be a little late. I don't know if anyone will actually read this or even care but I care. This should not have happened.

I have been a loyal HD customer my whole life, I have spent thousands of dollars there and with the refinance on the house, planned on spending thousands more fixing things up. After this experience, I will never shop at a HD again. My hard earned money will not go to a company that treats their customers this way and are so unprofessional. I now drive the extra 10 minutes to Lowe's and will be going there tomorrow to get the process started on our flooring along with the bathroom remodels. Originally I tried to post this review on the HD website but it was denied saying it did not meet their ‘guideline’ requirements. After reading the requirements, that was a load of bull and nothing I said was on their list of things not to say. They don't even want honest feedback from their customers!

On the 3rd reschedule I asked for compensation since I had 3 times hired people to help me do this move. The person I talked to gave me the amount of $200. That amount is not even 5% of the cost of the carpet. After pursuing this I was told the compensation amount would be determined after the installation in case there were other issues. (????) It is now months later and I am still waiting. Why didn't I ask cancel my order? Because 1/2 my house has been packed up for over 2 months and I can't imagine starting over - in addition each time I thought about this the carpet was always en route. Not!!!! PS one funny thing - in one of my calls with one of the managers or leads or something, this person actually gave me the names of the employees who screwed up. Funny. Choose another company.

Don't even get me started on the fact that the third party is not the installer and would not let me talk to the installer to get answers about use of existing baseboards and trim, and it took 2 weeks to get that answer. I was told that maybe I could order the correct flooring myself to be delivered and I could get here in time, but I would have to pay way more than I had originally and she couldn't guarantee a refund of the difference. Lowe's for life from now on. -David

I was ultimately informed that I would be unloading the truck and carrying the flooring BY MYSELF into my home. She also told me I'd need to put the flooring where it needed to be in each room. I asked if they expected me to carry it to the second floor. She thought I was only getting one floor of my house done. Apparently, she didn't look at the measurements for two separate levels of my home, so I doubt I would have received an accurate quote. I'm an older, small female. While I'm in good shape, I assumed since I was paying the company for the product and installation they'd unload their own product. I then remembered years ago I bought a water heater from Home Depot, and the able-bodied man who delivered it watched me have to carry it by myself to the back of my home.

At least they let me know beforehand this time. Despite the water heater incident, I have been a loyal customer to Home Depot. I'll never buy anything from them again. I was treated rudely, and the people I dealt with (other than the man who measured my house) were entirely incompetent. I have called several other businesses (Lowe's and small local businesses) for estimates. I asked first thing if I would have to unload the flooring myself, and they acted incredulous that anyone would ask that question--as any decent company should.

The work was completed in June, 2019. However, the USIG installers had not checked the cement foundation to ensure it was level before putting down the new flooring. They should have. The contract stated that the floor would be brought up to specs if it was needed. Within a month after the new flooring was installed, the floor began to creak and squeak throughout when you walked across it. I called and stopped in at Home Depot to complain and asked that someone come out and fix the problem as both labor and materials were under warranty.

Communication from/between Home Depot and USIG appeared poor or non-existent from the beginning of this effort. Fast forward to January, 2020. Over the next few weeks, several inspectors came out to inspect the flooring installation - 1 independent, 1 from USIG, and 1 from the manufacturer. Home Depot and USIG received a report stating that the floor was not prepped correctly - that the floor was not flat when the new flooring was installed. Eventually, Home Depot and USIG agreed that USIG would come out and correct the problem (whatever effort that would entail) so that the floor did not squeak.

In late May, 2020, a USIG flooring guy came out to start the fix with the mindset that it would be an easy and quick fix - i.e. - taking a few floor boards out here and there, filling in the low spots, and then reinstalling the floor boards. He removed boards and began to pour product on the floor to get it to self-level. As he progressed, he realized the problem was much bigger than originally thought. He discovered that when the original USIG installers did the work, they had not done the necessary prep work to level the floor where needed. After three days, USIG called and told me they might have to replace the entire floor. They would get back to me.

Half of our floor had been pulled up down to the cement; furniture and appliances had been moved; our refrigerator was in our living room; our home was in disarray (and it stayed this way for two months). I tried to get updates several times from USIG about next steps, but I got no information or updates from them. I kept escalating until finally Home Depot got someone from USIG headquarters to call and work with me. Only then did things finally start to move forward.

It was agreed that USIG would pull up the entire (new) flooring, level the foundation where needed, and redo the whole floor with new product at no cost to me. Product was delivered and USIG sent out their best local installer and by mid-July, 2020, the job was completed. The floor looks great and as of this writing, there is only one place where there is a squeak. In the end (after a year), we got the new floor we wanted with no creaking and squeaking (except in one place so far). But I would not wish this nightmare and process upon my enemy. My advice – do not use Home Depot for your flooring needs because of their relationship with USIG.

Called June 13th to the local store to voice concerns. Played phone tag for a week after to get situated. Finally, a supervisor called and requested photos. Easy enough, sent. Got a call back saying enough was seen via photos to go ahead and have the job redone. We were told we’d hear from the “best of the best” with stairs to make an appointment which ended up being made for July 6th.

July 6th - Husband takes off of work to be home for the redo. A field tech shows up solo with no carpet or crew. We’re dumbfounded. The guy was there to look at the job already done and then decide if it needed to be redone, however that had already been determined. Oh well. Was told the installers didn’t lay padding down correctly, and acknowledged many more issues with the install that we didn’t even notice and noticed the job was definitely rushed!!! Was told we’d hear from someone in a few days to actually schedule the job to get redone (which we thought was happening on the 6th). We were very cordial about it and patient. Until the VERY next day when someone called from CFI to ask how the install was on the 6th. NO JOKE!

They thought it was installed as we thought it was going to be. We give it a bit, and don’t hear from anyone about the new installation date. We called our field tech and was told CFI was waiting on Home Depot to order the carpet. Meanwhile, every time we called Home Depot, they blamed CFI or was told it was being worked on and upper management was looking into it, yet nobody from upper management ever reached out to us. Finally, after speaking to a great rep at the local store….we got optimistic things were gonna finally get done. They had CFI call us direct and we scheduled the installation date on July 23rd for July 31st. We were so excited about finally getting this all taken care of!

July 31st - we get a call that CFI will be here in one hour!!!! So excited. We asked the installers if they were aware of what happened before and wanted to verify it would be done correctly with the padding, etc. They claimed yes!! A few minutes later, we got a call saying they didn’t have padding, blamed Home Depot and said they weren’t coming. Ridiculous! The lady at CFI then called back and claimed they could use what was here, however, that wouldn’t be enough to stretch around the floating step. More communication errors.

We then called the store manager and explained our frustration. Barely got a sympathetic apology. Asked for a refund. He said he would call CFI and if they (Home Depot) gets their money back, then we’d get a refund. Not the answer or resolution we were looking for. We’ve wasted a ton of time on the phone and three days were wasted for installation that either was done horribly or not done at all because of their lack of communication. Was told by store manager we’d hear back by Monday. In the meantime, a complaint was made to Home Depot Cares Department. Never really got an apology. She asked what we wanted (which was a refund) and that seems to be her only task with all of this. CFI had later called the same day to say they could now come tomorrow August 1st as they now apparently have padding! Still seem to blame Home Depot.

Moral of the story...don’t use Home Depot for carpet. After dumping thousands of dollars on stuff there recently, we’ll stop supporting them. Family was looking for carpet and after our experiences they were afraid to use Home Depot and went to Lowe’s and were completely satisfied. The word is out there and this is the least we can do to spare any consumers from using them. Still haven’t received our money back and we’ll pursue other avenues to get it back. We’re not asking for handouts or anything free. But, just getting our money back isn’t satisfying either. We’ve been waiting to book that second job/quote until after they made it right on the stairs. At this point, we’ve been done wrong for too long.