Home Depot Kitchens

As an installer and "design true" remodeling pro... I received many a constant flaw, damaged, scratched, blotched orders, restocked gouging, no door, forklift fork not needed in cabinet design, pantry= it twins leaning tower in Rome, forget the trim and toe kick that's extra, overlay cab door not what that means...man! Moments. For example yesterday's HD experience triggers this...

(Fred) one of my longest full time laborer said after delivery on window and other cabinets pending from previous delay "...Yesterdays HD order came (pause...sad lower tone)... It was like Christmas morning as a kid opening up presents. (Pause-deep messy broken inhale like a child's trying not to cry.) ... " "Then you find out your family religion does not practice Christmas and you get socks for your birthday on that same date. They are too small and not gender appropriate." Window was not retrofit and they took it off of the original shipping base and it warped out of square. And side panels to finish the job are not matching the color and 24/97 pantry has a forklift rubber in it with a peephole. Who freaking leaves their used beat up rubbers behind really... Pick up afterwards "que no!"

Construction guys are so funny... But it is unfortunately the only thing keeping us sane after this job. So. Cal Depot Indio CA. But not just here Santa Fe, NM, 2021 late July....this summer job I straight out told them cancelled. Not even going there. Too much other stuff going on... Do not need that used solid wood builder locally and gave me huge discount for upselling the bath for same customer after I told them 200 more saves us 4 week wait and bath vanity to match like she thought she wasn't going to be able to afford. And there it is... Last resort or rental fixes only or Flips etc. But off the shelves and inspect carefully... Work was not hard.

Owner CPM

Last thing they forgot to reconnect the cooktop (prepaid). I had to do myself...(risky I am not electrician..) Finally when the reconnection was finished by our plumber Roto Rooter, they did not want to reimburse the whole bill as they estimate it was too high! So my experience with Home depot which whom I was sharing my bad experience is that they should have had better help me to fight with the contractor instead of forwarding my emails to them or keep telling me the management is aware.. At the end I lost $350 because I surrender.. I was tired to chase..!

I was concerned about the integrity of the countertop. I asked for an independent assessment by a licensed stone contractor. His assessment was that the stone needed to be replaced. When I tried to negotiate with Accent countertop, they claimed that it was Home Depot's decision. When I called Home Depot, they said that they have nothing to do with it because Accent countertop represents them. Do not go with Home Depot, or for that matter Accent countertop. You will be disappointed.

Today, I received a call from a representative of Home Depot, she told me there was a problem with the paperwork for my order which is why there is no information to provide me, she said that Home Depot was not made aware of the problem with the paperwork until they started to investigate the whereabouts of the order based on the escalation I filed. This means to me that -my order sat around on someone’s desk for 4 weeks with no attempts being made to resolve the problem within a timely manner.

Unfortunately, she could not tell me how much longer I would continue to be inconvenienced or when my order would be complete, she mentioned, WHEN they get the material it would still need to go through production, (4 additional weeks). Meanwhile, based on the original timeline I was given, I scheduled time off to be available for the installation of the countertops, I also ordered new appliances to be delivered around the 9th week, and have had to push the date out once already. So this is a huge inconvenience and bad business practices. The fact that somewhere along the way someone dropped the ball I don’t feel like I should be expected to carry this burden. I want the original timeline to be honored and my countertops to be installed within a reasonable timeframe. I would also like to know and feel like Home Depot cares about my business and wants to make every effort to correct this error and meet the expectations that were set with me.

Thank goodness I didn’t believe Kyle and ran to Dollar Tree to buy 7 thin plastic tarps to especially drape over and protect new reclining living room couch and reclining loveseat and new 75” flat screen tv and good thing because as all the other reviews stated, the NIGHTMARE was about to begin and boy if I could only turn back time to before this countertop place entered my home and destroyed my new Samsung black Stainless fridge by DENTING the front (after I babied this bad boy, wiping only with a microfiber towel and with the grain ) and in 9 hours it was destroyed.

They scratched the left front trying to WEDGE a quartz piece in between it and my stove and also put a deeper scratch further on left side 3/4 to the back and took off the paint, down to the silver and the 3 hours late plumber walking in to the countertop guys already demo-ing and breaking up the old tile countertop going around and under my new drop in KRAUS sink cuz they couldn’t wait any longer on this guy who had a tool belt on packed with I 1,000 screwdrivers that he didn’t need and ended up gouged the entire length of the faceplate of my 1 yr old dishwasher and I’m still waiting on the Kyle guy to keep his word and replace it and my fridge. They showed zero respect to my home and personal property and continue to HIDE. They also can’t even caulk and it looks like a blind dog did it.

They gouged up my newly painted walls, cut (2) large 12x4 holes in my cabinet walls to get to sink and didn’t even go thru it or use it and they could’ve just measured it to begin with instead of going to such extremes. Then they didn’t even repair it and just left it for me to repair. They coulda just left me the pieces and I (a girl) would have spackled the pieces BACK IN hello. Then they proceeded to “clean up”, I guess you’d call it, but wiped all my brand new appliances with the same filthy dirty milky white grout dust and quartz dust, bucket of water also used to wipe off the 1” of grout dust sitting on top of my new dishwasher and off THE FLOOR. Those grout granules scratched and ruined my fridge, dishwasher and micro to the point they have a scratched grey look along with the cloudy milky film that stills remains, I can’t get it off and I’ve tried many different things.

I’ve never used anything abrasive. I’ve never used anything with chemicals. I’ve always taken exceptional good care of my stuff and always looked just as good as the day I got them. I use to love my kitchen even with the old tile countertop but thought after all new appliances I should upgrade the countertop. Now that will be a decision that I will forever regret and actually don’t even want to be in my house anymore. I just want to move and sell it, after being in it and my kids growing up in it for over 20+ years. The glory of new countertops faded the same day that they were put in and they mean zilch to me. They’re so ugly anyway and trying to find what I like and would look good off a 1x2” sample is ludicrous; impossible, and for such a huge decision and certainly not a cheap one, you would think that a trustworthy company like HD would have a simple, logical way for the customer to get some kind of idea. But haha wrong again.

The lady working with me at my Las Vegas Serene Home Depot knew I didn’t want anything busy. She was supposed to be working with me and coaching me. Key word: SUPPOSED to. She knew I wanted more of a solid WHITE but said that what ended up being installed would look very nice. Well it doesn’t and I knew it wouldn’t. It’s ugly bathroom looking, VERY busy and CREME COLOR. I had creme. Why would I want that again with my black cabinets. Now I’m stuck hating it to the point I don’t want to look at it or be in the kitchen or even in the house. I want to MOVE. AFTER 20 years. How can this be?? I never got to look at the quartz countertop before it was cut and brought to my home the day of installation.

I never got anything but a guy from English coming to my house with this hi tech laser beam to measure everything precisely which I admit was wonderfully reassuring but that must just be part of their deception, nothing was installed precisely everything from the beginning to the end. Was just a mind blowing ball of destruction and lies, chaos and craziness and it was all so unnecessary. And nobody’s returning calls from HD or English after they haha PROMISE to follow up and call us. I want my appliances back to the condition they were pre-install. They had no business damaging them and if they thought that was going to be a problem they should’ve protected them with some thing that would’ve taken (5) minutes to do and probably cost $1.00.

Bottom line HD hired them and they are HD’s “employees” and FULLY responsible for any screw ups. Nobody returns calls and they just blow us off just like everybody else. THIS IS RIDICULOUS. There are OBVIOUSLY NO BUSINESS ETHICS. Where’s the BBB? This cannot go on and something needs to be done people. We aren’t talking just a couple $100 and it’s not one State, it’s in EVERY State! We are getting “scammed” by a once reputable hardware store and that’s against the law people.

Needless to say, I can't store my heavy stuff in any of the drawers. And despite the installer spending lots of time trying to make sure all the drawers were straight, one of them still isn't quite right, and catches on the one below it. Then, one of the knobs kept falling off. I replaced the screw with a longer one, so now it stays on, but it is loose. A few months after installation, our silverware drawer fell out. The glide tracks were only held in place with one screw, where there were holes for 3. Now, one of our cabinet door hinges is all wonky, and it's only been a year! I think the biggest problem is our existing cabinet walls are not strong enough to handle the updates. We should have been advised as such and told that a makeover was not an option. I feel like the consultant just wanted to make the sale. We probably could have bought all new pre-made cabinets and had them installed for less than what we spent on the makeover.

I waited for months, contacting the kitchen designer by phone & through email, asking for an update. She eventually sent a rep, March 14, 2020, from the granite people to look at my countertops. The rep contacted Crew2 & Crew2 came out on March 19, 2020 to look at the countertops. They told me that too much filler was used on all the countertops, looked at all the sharp edges & the drawings & agreed that all the countertops should be replaced. I waited a while, because of Covid, but I stopped into the store to speak with my kitchen designer. She gave me the business card of another person to contact. I called them several times, left messages, but they never called me back.

Eventually I called a Supervisor at Home Depot, Sept 8, 2020 requesting my money back if they could not fulfill what they had promised. I received a call from Crew2 on Sept 10, 2020, that they were remaking all my countertops. Then an email came from Crew2 on Sept 17, 2020 saying that I was not exempt from ADA guidelines & they couldn't remake the kitchen countertop that was too short because it did not conform to ADA standards. I am a private residence & therefore do not need to go by ADA standards. The opening on the design would have been a 37 inch opening, which is standard. I have left messages for the store manager, who had told me that I shouldn't have to be handling this, that my kitchen designer should be making sure this is corrected.

I called my kitchen designer & she told me that she was told she wasn't to deal with me anymore, that I needed to deal with another person who was now in charge of complaint. I have still not received a call from that person. I bought the cabinets, the appliances & the countertops when the designer helped me design my entire kitchen back on Nov 11, 2019. It's been over 9 months, since these countertops were installed & I'm still waiting for Home Depot to make this right.

After numerous calls and losing two weeks, and being told "that's how they are supposed to be" the company came back, trimmed the counter to size, sealed all openings on the sides (which wasn't done on the initial install). It took almost two weeks to do what should have been done on day one. There is a saying "You get what you paid for." I didn't, I paid an enormous amount, way over priced, and didn't get what I paid for. Avoid this service that Home Depot provides. It's terrible.

Then supposed regional Mgr Dennis called and we informed him we wanted our money back. He “Ok I’ll get it rolling”. That was over a month ago (this has been going on since first of February). Last week Andrew called on May 22 saying “I heard you want to cancel order and get your money back”. “I’ll start the paperwork today and your check will be about 15 days out”.

This Friday May 29th he called and said, "They tried to refund money on May6th and your bank refused it." We immediately call our bank and there’s no record of that at all. This dishonest by Andrew, Chris, Bill and Dennis has gone on far too long. At this point if it comes out of Andrews's mouth it not the truth. I will stop at this point as there’s far more. As they have tried to cover up their actions with regional office without success. Regional office personnel have caught them and are very upset with the dishonesty. If you need counter tops. Go pick out your own and they will have a list of very honest and professional installers. DO NOT USE HOME DEPOT INSTALLERS OR ESTIMATORS IN THE PHOENIX, ARIZONA AREA.

Madison was rude and Nonchalant about the whole situation I’m concerned that we had taken time off from work. I am pretty much say, "Oh well. It is what it is." We complained and nothing could be done per the GM- 7 days later a contractor shows up and 5 days later they are still working on my kitchen.. NOT happy —waiting on another part- oh and the Home Depot Interior has been paid and said that we could not be compensated for the run around nor loss of our paid time off from work- I would not use Home Depot EVER AGAIN! Poor service, Horrible Communication and no accountability of any of their errors- Project manager Madison is untruthful in a nice way to say it - my husband and I feel like we have been RAPED- Financially, emotionally- mentally!!

They sent 2 site manager to my house from Home Depot and American Woodmark. They said they see the problem and will fix it. After they left. he sent a few emails about the corrections. And stop communicating from there. It's more to the story with full proof of this situation. This store makes Home Depot look bad. It's sad that a store you really need can be so cold when it come to repairing your home. A place where you rest at night.

Next Step countertop. Lack of communication again. The countertop was not ordered and said could not be ordered till the new cabinets were installed for measurements and installation. So back up on that as well. And major lack of communication between us, Home Depot, and the contractors also. The countertop should have actually been ordered in the start of the project when they had the initial measurements to work with. Home Depot has no local warehouse they keep items in and all have to be ordered and is usually on back order. When the installer for the countertop came out to do the measurements for the counter he just conveniently left a piece of paper in one of the drawers saying what the preinstall instructions were without even telling us it was there before he left. :(

It said we're responsible for moving the stove and dishwasher and possibly refrigerator also. Which means we would have to hire another outside contractor to do these at our cost as an additional cost on top of what we already paid. Luckily that did not happen. So the countertop guy finally makes it out after another delay in getting the counter from back order of course. We are also having another sink and faucet put in as well. He removed the sink and along with it takes our garbage disposal collar. Which is the next story of the next installer and an additional cost as well.

So the counter installer comes and installer comes and installs the counter. We're excited awesome new counter. He installs the new sink and faucet. However misses and does not drill a hole for the soap dispenser that came with the new faucet. So he had to be called back out and drilled the hole for it. All good. No. He drilled the hole where a support board was for the sink. Called him back and said, "Well just remove that board. It will be fine and the dispenser will be fine." Ok done. Well not really. The seam under the counter has cracks in it which he is going to have to come back out and repair.

Ok so onto the Plumbing for the sink being done. Lol. Sink guys come out and first thing they are missing is the garbage disposal collar which the counter guys took when they took out the sink. So we're told have to run and get one otherwise can't do the install. Additional 16 dollar cost. Oh fun is not over yet. The plumbers took out our under the sink water filtration system as told them was not going to use it. Guy said, "Well just sit it in the garage." Hmmm. Went out to lunch. Came back, looked in garage and huh. Nowhere to be found. Had to call and have that returned. Hmmm.

Oh but wait. We are finally onto the backsplash being installed at an additional 280.00 dollar expense. So the Backsplash guys come out on Monday and look at our walls and do a measure of the level of the new counter. Counter had a bow in it and we were never told that backsplash can't be installed on stucco walls. So we were told that we have to hire a drywall company to come out and flatten the stucco to have the backsplash put on. The guy says he will be out Tuesday morning. Nope, "Well sorry can't make it out till Tuesday night."

Our original appointment time with the backsplash guys were for Monday and Tuesday. But the installer said he would be back out Tuesday and Wednesday to do the grouting. HaHa. So now being told won't be till Friday because somehow our appt was given to someone else. Seriously after spending close to 28,000 and having to be the intermediary between the contractors and this project now going on 3 months since the initial sale. Has turned into a nightmare. What was supposed to be a nice addition for my Mom to enjoy has been nothing more than stressfully.

The delivery service Home Depot used could not have been more unprofessional. They were more than 2 hours late from their allotted 4 hour window. The delivery man threw our cabinets in our apartment. The shotty care along with the terrible packaging of the cabinets resulted in many scratches. One of my cabinets had a totally cracked frame. Because of the cracked frame, Home Depot ordered a replacement cabinet. The cabinet was supposed to take 2 weeks. It took 4! And you guessed it, the replacement cabinet had a cracked frame. I do not even know what to say.

Then there is the countertops. We contacted Home Depot to let them know our base cabinets were installed so they can come and do the final measuring for the countertops. The measurer said it would take a week and a half until he had time to come and measure. When he finally came he was in and out in 5 minutes. Refused to take our sink base. Then a week and a half later the countertops were deliver. However, the measurer put the wrong seam in the tops, therefore, the countertops did not fit into our space.

When the installers tried to remove the tops, they damaged our 2 lower cabinets, 1 upper cabinet and our wall. The countertops were re delivered the next day with a second seam. Everything fit, however, the sink cut off was too big! The measurer took the wrong measurement. The countertop installers had to come again. This whole process has been such an ordeal. Steer clear at all costs. You would think dealing with a company like Home Depot would be safe, it was not.