Home Depot Kitchens

I reached out December 22, 2022, to find out the status and the cabinets were all in. January 17,2023, we met with the project manager, Shawn, who informed us we had to wait another 10-12 weeks. I received a call from Leslie at HD-she wanted to know the lead time, she was not happy KTM said another 10-12 weeks. I reached out to the PM Shawn with a question about our dishwasher and received no response. I waited 11 weeks before I started reaching out to find out the start date of my project. I texted the PM twice with no response, I emailed KTM, HD-no response. I called the PM; he said it would be another 3 weeks. Totally unacceptable.

I finally got a call from Leslie at HD; she had the president of KTM email me and he called me. He said that they moved a few things around and would start my project the Monday of week twelve since meeting with the PM in January. Monday April 10, 2023, the project started. We had taken out all the cabinets/sink and moved all our appliances for KTM. Day 1 the plumber came, day two electrician came. I was charged $1400 for the electrician even though I had already paid $2960 for electrical work in my contract. The demo of the soffits and walls were all done in week 1.

I reached out to Shawn on 4/23/23 with pictures about the ceiling not being texturized and I mentioned the pantry roll out shelves were an issue as well. I received no response from Shawn.

I let PM Shawn know the date for the counter install so he could set up the plumber. The day the plumber was supposed to come, May 11, 2023- I waited until 2PM and reached out to Shawn to find out where the plumber was, the plumber forgot to add me to his calendar. May 12,2023, the plumber finally showed up and installed my dishwasher, but then the electrician had to come back to fix the outlet to the dishwasher. I was told the electrician would be at my house the same day, he showed up on Saturday.

I reached out to Leslie and the president of KTM regarding my ceiling issue. I had contacted another company since no one was doing anything at KTM to resolve my ceiling issue. The company I spoke with took a look at my ceiling and said that my cabinets need to come down so the ceiling can be sanded and texturized. I have not heard back from KTM about fixing my ceiling or what they plan to do about it. I should not have to pay another company to fix the issues KTM has caused,

Overall, HD was alright to work with-Leslie who was my contact and Steve who helped design the layout was fine. Gerrity Stone was fantastic, KTM was awful. Home Depot needs to find a better third part contractor to hire. KTM Home Services was terrible. The PM was useless, never responded, the contractor did not match my ceiling, I was charged an extra $1400 for electrical work with no real reason since I already paid $2960 upfront. My pantry rollers are still broken and my ceiling needs to be fixed. Find another place to do your kitchen remodel.

Red flag: HD charges 100% of the fee up front. I am a little concerned but Jennifer tells me about all the benefits that HD offers and they guarantee all their work. So I sign up. Then all the issues happened. After a month nothing happening and unanswered emails from Jennifer. I finally track down the installation group of HD. I learn my installation person is Victoria. After a week of calling, talking to other reps who won't help and keep telling me I have to talk to Victoria I finally get her to pick up. She tells me there is something wrong with my order and someone will call me. I ask her, "What," she says a measurement issue and a supervisor will call me to discuss. A few days go by no one contacts me. I call, leave VMs and can't get a hold of anyone.

I email Jennifer several time. No response. Then Jennifer emails me back saying she messed up and I need to sign a change order form and pay another $3000. I tell her, "No thanks" and I ask for her manager's number who is Danny. I call him and he tells me we can cancel the contract or pay more. I decline and think the deal is off and start seeking other bids. Then Danny calls me and lets me know HD decided to eat the cost and everything is back on. I tell him, "I want it cancelled." He said, "Sorry but since the price didn't change the project is still on." I am not happy. After another two months of calling and submitting BBB complaints. Victoria calls and lets me know she is looking to schedule an installation date. This is the end of September now. They install. They "refinish" the cabinets by slapping on white boards and molding.

The installation guy does a terrible job. Bad cuts. Nails sticking out. Reinstall the microwave incorrectly. So many issues and there were several doors which were the wrong size. So the guy tells me he will have to reorder the items that were wrong. Note they came out to measure 3 times. Then the countertop contractor calls to install the countertops. They show up. It is wrong size. They apologize and say they will contact HD. It is now the end of December. I have been calling and emailing them every few days. No response from anyone.

I am working with the dispute guy named Austin. He doesn't respond and closes out my BBB complaint. A new person calls named Joye. She tells me they have had the cabinet doors for 3 months and can now install them. The guy comes out and come to find they are the wrong door style, it doesn't match the others they installed. HD will not respond. No idea if they will ever get this fixed. It has been six months. Still not done and no end in sight. DO NOT USE HOME DEPOT Services. Buyer you have been warned. I still can't believe how incompetent this company is. I will never use HD again.

What is worse we didn't even learn this from the team that took our money we had to call other stores and have them check the notes to find out the job was going to be cancelled. We are out the money we spent, we have a partially torn up kitchen and we have still not gotten our money back. The manager we worked with is named Greg ** and he does not call back when he says, his voicemail has been full for weeks, and we gave this team every opportunity (12 months) to refund before writing this review. This is disappointing to say the least.

The freezer door will only open - half way. It was still sitting in my kitchen with all the packaging still on so I called the hotline again & explained to them as I did with the salesperson, that I was not physically able to bend down & had no idea what to do. After much complaining on the hotline they sent someone out a few days later to set it up for me. I was home when it arrived but had to leave. Someone was there to make sure it was all done right but they indicated they do not set up the insides. One guy spoke no English & the other spoke very little English. I have learned to call the hotline to get action. HD policies needs serious attention and correction.

If I rate this purchase alone, on overall experience, I would have to give this purchase a 4 star review. Not due to the delivery or merchandise as that went absolutely HITCH FREE! My issue was due to 'dispatch' not making that 'boasted' 30 minute call, before the delivery arrived. My rating is 5 stars because I believe HD went above and beyond after my last 3 experiences with them. My ratings have gone from an average of .5 stars for 3 purchases, to a 4 star experience. To me this is WAY ABOVE IMPROVEMENT! Thank you! And now for my experience….

I've had my issues with online purchases through Home Depot, but this time, they really did redeem themselves. I've been through the HORRIBLE delays, one company blaming the other, having to track down my purchase through a third party, damaged deliveries and other issues that should have sent me running to another supplier. So I didn't expect any different THIS go around. The issue for me was budget, because of course we always have lots of extra cash when our appliances decide to die on us, so I have to say I shopped Labor Day sales at several box stores. HD won by about $30. UGH!

While I wasn't impressed at first, I found that with my recent purchase, I was given a new feature of a tracking page that I found was in real time. I was given a 4 hour window for delivery, but in addition, I was able to track what number I was in line and how many deliveries were before me. While I DID get my item ON TIME and with respectful delivery people, I did NOT receive the promised phone call 30 minutes ahead of the delivery the website boasts. If it WAS MADE, they have neglected to update my phone number on their end of things, from my last 3 purchases. But I was tracking it all day and it worked out PERFECTLY!

I put 5 stars because this is an AMAZING change from the issues we had previously with HD and their following through with calls and returned calls. So hopefully next time I can give a 5 star rating on OVERALL SINGLE service! FINGERS CROSSED! Just REALLY HOPING THAT WON'T BE ANYTIME SOON WITH ANOTHER BLASTED DYING APPLIANCE! THANK YOU HOME DEPOT!