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Tom of Georgetown OTHER (08/21/08)
ordered custom painted door mid-june 2008. took my $1000.00 and eta of 3 weeks. every week we call and they push the delivery to the next week.always push it exactly 7 days. makes me wonder whether any of the people i talk to there actually contact the manufacturer.
now over 2 months since order and next delivery is august 28/08. i'm getting seriously [upset], can't get my money back, and even if i could would need to order another door. who knows where that leads? i cannot understand why home depot with their buying power cannot put some pressure on this manufacturer. (masonite)
paid $1000.00 for a product i do not have. every thursday brings another bout of anger at lack of response
Emily of Doylestown PA (07/08/08)
We ordered a new sliding door for our kitchen last year around 10/2007. It was installed and after the first hard rain, our kitchen floor was soaked. The installers were resent out and just caulked around the door. Next hard rain -- wet kitchen floor again. Came out again and caulked again. The installers decided, by spraying a hose at an upstairs window, that that was where the leak was coming from, although you could see the water leaking from the top frame of the door, so it was obviously not properly sealed or diverted properly. Another rain... water in the kitchen again.
This time they sent two directors, Mr. Dave Brown and Mr. Kellogg who assured me that this time it would be taken care of. The installers came out with Mr. Kellogg and the owner of the installation company in tow, pulled off the frame, and sprayed the window again. Again water coming in the door when water was sprayed on the 2nd floor of the house. Why is it coming through the door if it is properly sealed?
A few days after their last visit (06/30/2008), another rain, another wet kitchen floor. I called, yet again, and was told that they were not doing anything else because the door is installed properly. How is this possible if rain is coming in through the top frame? I told them that I refuse to accept that and have not yet received a return call.
The rain continues to saturate the floor, potentially the frame of the door and the drywall. Economically, we paid a large sum for installation which was not done properly. Previously they offered $100.00 refund, but we had to sign a paper saying that they were no longer responsible. Fortunately I refused, because they have had to come out a few more times since.
Michael of Louisville KY (06/04/08)
We purchase two doors and a storm door for my sister in law home, where she is handicapped and unable to work, and walk properly. We put $30 down (for deposit measure) so that HD could have the company in which you work with to do the measurement. It was completed and my wife and I were their, and we asked them many questions and basically said it would be no problem to put the doors in. They told us that it would be 3 days before we here back about the cost of installation. 10 days goes by and we had been to HD twice and the people did not know why it was taking so long.
Today June 4th we here back from Becky (customer service lady) to my sister in law, who says they will not be able to put the doors in the job was so large. That made no sense to us, in that the installers said it would be no problem. The house is small and old but the size is no different than what you have in the store for doors. My wife called Becky and she was very nasty to her and told the job would not be completed. We then call back later on and spoke with Gary Wall who we think was the manager on board, and he was told that the house was to dirty to complete the job (per the installers instruction). He was very friendly and spoke the truth to us, and told us that HD will refund our money, however that is not the point.
What does putting two doors have to do with a house being dirty. These installers smoked cigarette, just like my sister in law and to me that is uncceptable reason as to why the job will not be completed. As a shareholder I am ashamed how bad customer service and how rude they were.
None, just want our money back of $30 which we think is happening but not sure.
Jerry of Port Orchard WA (05/14/08)
I am extremely dissatisfied with the services I received from this store. On 04/02/08 I ordered in-stock and special order french doors for my home. On 04/11/08, I went to the Gig Harbor Home Depot and I waited in the store, with my contractors, for nearly 3 hours for staff to find the doors.
Upon finding the special order doors, it was discovered that the door was broken and defective. I spoke to a manager, Troy (the only good guy I've dealt with so far regarding this catastrophe), who's customer service skills convinced me to give Home Depot a second chance so I re-ordered the doors on 04/23/08.
On 05/07/08, the doors were delivered to my home in order to avoid broken issues in the store. I was informed I would be contacted and sign for the doors upon their arrival. My doors were left in my driveway against my garage and I was not contacted, nor did I sign for the doors.
Upon discovering there were measurement problems this 2nd time due to incorrect information being entered into the special order, I contacted Home Depot and spoke to Troy's boss, Vincent, and had to ask to be compensated for the problems dealt with thus far. I was told by Vincent that $100 would be requested by him to be credited to my wife's account on 5/13/08. Something told me to double-check whether this request was done, and what do you know, I spoke to Home Depot Customer Service today and they told me nobody had requested a credit be applied to our account. I am thoroughly disappointed with this service and feel that my concerns were brushed aside because I wasn't spending $50,000 or something. I wasted hours of my time dealing with this issue, and your company knows, time is money. I know the small guy like me doesn't have much buying power, but my time and money that was given to Home Depot for these doors should warrant some form of deference on my part as the customer. I would appreciate some contact from Home Depot regarding this issue. Thank you for your time.
I wasted multiple hours of my time, gas (which we all know isn't cheap), not to mention dealt with a lot of stress over a simple special order.
Sandy of Voorhees NJ (05/08/08)
I ordered an Exterior door and I also hired a contractor from Homedepot for the install He came and measured and I was charged My original door had 2 holes for locks and I got a door with 1 hole When I called Homedepot back they wanted to give me a discount the door also had several dents I refused the discount and opt for a new door
It took several weeks for the door to be hung again. I canceled my screen door after that expireced I did not want anymore service from homedepot I will go to a real lumberyard next time
Scot of Salinas CA (05/07/08)
I bought a wood pre-hung french door with sidelights. I installed it with far more care and attention to detail than any professional installer would. I installed extra flashing and made a small roof out of 2x4 redwood with a drip edge. All trim is 2-by stock. The frame was sealed with foam around the perimeter and under the jam. 40-year urathane calk was used on all trim between the siding, trim and door. My part is watertight! It was a lot of work.
It will be even more work to remove the door and throw it away. I will have to replace siding at 90-bucks a sheet. The wood used to make the rail between the sidelight, on one side is junk. Within 6-months of installation I have a 2-foot long check in the material. There are several smaller checks. The factory used spackel as wood filler to disguise defects. The vertical member is tearing itself apart. It is probably due to the wood being used from the center of the log. That same vertical member is so twisted that the side light doors require a wedge to keep the weather seal functioning. All was primed and painted above professional standards. The trouble side sidelight leaks water onto my new hardwood floor.
I wasted my time and money on installing a junk product. I am not sure where I can find the time to do it all again.
Michael of Saint Petersburg FL (04/25/08)
I went to Home Depot to purchase new leaded glass entry doors. I was told that before ordering, it would be necessary to have an installer schedule a trip to my home, to measure and see if the doors I chose would work. I was charged $30 to have someone come and measure. I was surprised at this, as any other door company does not charge to come measure. I paid the $30. I was told to wait for a call. I waited for someone to call, which they did at 6:30 pm the next day. When the lady called, she said they could schedule it for the next afternoon between 12:00pm and 6:00pm. That was my only choice offered. Wait all day and sometime between 12:00pm and 6:00pm, someone will come. I asked her if we could make it in the morning as I had to work and with no notice, it was not possible for me to take off a whole day from work for this. She said that someone would get back to me. I waited and when I did not hear anything back from them, I decided to call the Home Depot store. After trying to get a hold of someone in the doors and windows department for 1 1/2 hours via telephone, I finally got to speak to someone. I was told that it was out of their hands and I would have to take it up with the subcontractor that measures and installs.
I called the lady I spoke to before, that does the scheduling, she said that since I did not take the only offered appointment date, she did not know what to tell me and maybe I should call the Home Depot store to see if there was another installer that could schedule me. By this time I am pretty appalled and angry. Here I am ready to spend $2500 - $3000 for a door and Home Depot acts like I am putting everyone out, not to mention that they already charged me $30 to come and measure. I decided to call Home Depot again, I talked to another lady, who tried to be helpful, even though I was pretty irritated at all the run around I was getting. She said that someone named Angela would be calling me the next morning since she had already left for the day. I did not hear from Angela the next day as promised, so I decided to call the Home Depot store again. Once again it took a long time for me to get through via telephone to someone.
When I finally spoke to someone in the Doors and Windows department, it was another person named Phil that I had not spoken or dealt with before. He told me, since I was not able to make the appointment time offered earlier, and since I was not polite enough to the installer scheduler, to come in and get my $30 refund. He told me that they were not going to do anything to help me. Phil would not even let me explain what I had went through just to try to schedule this little task. He kept interupting me to tell me to come in and get the $30 refund and that was it. I finally lost my temper and asked to talk to the manager. He went to get Jerry the dept manager. I could hear Phil telling Jerry that he had an unreasonable customer who was very angry, so, what do you want me to tell tell him I could hear Jerry in the background tell Phil to just tell me to come get my $30 refund and go somewhere else.
Jerry, the department manager, would not even come to the telephone. When I hung up, I decided to call back and try to speak to the store manager to explain my dilemma. Of course, he was not in, either, so I left a message to please have him call me. I have not received a call back from him either. I am a business owner and I cannot believe the attitude of the store management at this Home Depot store. It is no wonder that many of the store employees do not care either. I have spent a lot of money at Home Depot as a business owner for supplies for my business and for remodeling real estate. I guess Home Depot makes so much money that they do not care if they have customers or not. This Home Depot store acts like the customer is the enemy and it starts with the store manager.
$30 and about 5 days of stress, a bottle of aspirin and 4-5 hours of my personal time.
Barbara of Leesburg VA (03/17/08)
I purchased a new storm door and exterior door from Home Depot in July 2007. The contractor (Arcola Home Improvements, Inc.) came out to install the doors and left without caulking inside or out. Then the threshold on the new door was smaller than the original, so they filled the gap with clear caulk. Between September and November 2007, Arcola had to come out 5 times to look at water damage that was developing around the door jam and casing. At one point I called the Home Depot Zone manager to complain. The Zone Manager from the Reston, VA store came out, looked at the door, felt the draft coming in from under the door and said I would be hearing from them. Never heard from him, but they heard from me again the next time it rained.
Long story short, I still have water damage coming in from the doors, and Arcola and Home Depot tell me there is nothing wrong with the installation or the door. So how can I still have a water leak?
I have taken 1 1/2 days off from work and invested almost $900 in doors that after they were installed, still leak. I have nasty water stains around the door jams which over a period of time will just rot away and will cause me to spend more money to have replaced. All I ask is for the situation to be repaired or give me my money back so I can hire someone else to fix it.
Vicki of Crystal Lake IL (03/16/08)
We ordered a front door in 2002. After waiting and waiting, I finally called and they said, "Oh, that door has been discontinued..didn't someone call you?" NO! So I ordered another fiberglass, pre-finished, mahogany door. After being installed about 6 months, we noticed the seal was broken in the window, and it was peeling. After much back and forth with Home Depot, they sent someone out to repair it; and, of course, it became a problem again.
So after much back and forth with Home Depot again, we ordered another door. The installers were very nice, but after about 6 months we noticed it started peeling again. So I called; they came out and put a sealer on it. As of right now, it is peeled everywhere, and the trim around the window is cracked and broken away from the glass.
The door's stain/finish is peeled, the trim around the glass is cracked and broken, and it looks terrible.
Brian of St. Petersburg FL (02/26/08)
I went to buy an exterior pre-hung door at the Home Depot on 22nd Ave in St. Pete, FL. I'm a retired contractor and have installed hundreds of pre-hung and slab doors in the past. Being retired I haven't kept up with the latest models of doors. When I was looking at doors I noticed two identical looking doors were priced about $20 apart. After hunting down an HD Associate, he informed me that one was metal and the other was fiberglass, but the fiberglass door didn't meet current wind force standards for Florida. I told him that it would be hard for anyone to sell an exterior door in Florida that wasn't rated. He basically looked at me as being a dumb old man and out right said that the fiberglass door wasn't wind rated. Then I noticed the packet of papers stapled to the side of the door with all the code ratings. Turns out the door was code compliant, so I showed the HD Assoc, and he basically said, "That's news to me".
So I purchased the door, and after getting it home I noticed that the door frame was way out of square. One side of the frame was almost taller than the other side; whoever put it together at the factory must not have set the frame in the jig correctly. I went to return the door and was met with rolling eyes when I told them why I wanted to exchange the door. They finally exchanged the door for another one. When I get home and opened the door from it's frame, I notice a huge gash in the door frame and seal. Again I go back to exchange the door. I'm met with the same rolling eyes as before, but this time they refuse an exchange because they claim I damaged the door. I point out that there's a manufactures sticker placed right over the gash and if I was to have done this the sticker would've been ripped. (Yes, that's right, some worker at the factory put a sticker over a damaged area). So after 20 minutes I finally get ANOTHER door. This time I brought my square and tape measure with me and went over the door before I left the store.
I found that almost all the doors had some sort of defect, and the door I had returned the day before was back in the rack! I tried to inform another HD Assoc about the defective door being back in the sales rack, but it fell on deaf ears. So I went back and demanded a refund, and told them that their door supplier (which has the initials JW) was making poor quality products. Again this just seemed to annoy the person behind the counter. Home Depot used to seem to care about their customers and products they sell to them, but not anymore. I ended up going to a local lumber yard (Cox) and building my own door frame and installing a nice solid wood slab door. If I were still billing for my time, HD would have cost me at least $1000.
Susan of Morinville OTHER (02/21/08)
In October of 2007 I went to the St. Albert Home Depot to order two exterior doors. I couldn't get anyone to help me until I went behind the counter and started looking things up myself in the books. Eventually this caught someone's eye, and they helped me order two doors, picking the style, glass inserts, material, color, hardware types, etc. Next an installer came out to my house to measure for the doors. He advised that it would take four months to order. We had to confirm with him again our style choices, color, etc.
Four months later, and no doors. I went to the store and they couldn't find any record of my order. It was even suggested to me four times that maybe I had placed the order in a different store as they all looked the same. The only explanation I got was: sorry! They advised that I should have paid for the doors, I should have a copy of a contract. How am I supposed to know that? If I had known that I would have asked for it. I emailed and called the installer to try to find out from him what happened to my doors, and he won't return any calls or emails.
I've been living for four months with a garage door what won't secure making our home security system ineffective==plus the annoyance of taking time off work to be here for the installers measurements, the waiting of four long months for doors that were never ordered. The icing on the cake is the "oh well attitude" of the store. It's infuriating!
Tina of Cromwell CT (02/21/08)
I ordered an Anderson Storm door on 1/15/07. I paid to have them installed. Someone came and measured, and someone different came on 2/14 to install. This was the first appointment that was offered me, and I took it after they came in. The installer did not speak English, but after I called Home Depot and spoke to Charles that same day, it seems they measured wrong, and the door ordered was too big (wide). The door I wanted does not even come in that size which is 32 inches wide. I ordered a different door over the phone with Charles, and it was a less expensive door. Although he never quoted me a price, he said he would reimburse me the money by credit card and mail me a receipt saying so. He ordered the door and said he'd call the installer when the door came in. They also charged me an extra $50 to reduce the opening of the door frame to accommodate a standard size door.
This was NOT done on the one door installed; the standard size fit, and I paid an extra $50, which Home Depot argued with me. I can't get an answer if I am getting my money back or not. Today is 2/21, and I spoke with a manager who was extremely unhelpful and could have cared less. I was told Charles would call me back today by Bevin; then the manager told me Charles was not even there! Bevin said she couldn't understand Charles' note. What is going on? I am so upset!
I have only one door but paid for two! After over a month--I was robbed of extra $50 for wood that was not used! Please help me!
Loren of Groton NY (01/17/08)
I bought a storm door and paid for it Oct. 13, 2007. (It was a special order.) After many calls and many stories and many calls not returned, I still do not have my door as of Jan.17, 2008.
Kirthdale of Katy TX (12/22/07)
I purchase a garage door opener which was to be installed by home depot contract person. I paid for installation. I was contacted by the installer on Tuesday,12/18/07, and was told that the only time they had available was Friday between 11 am and 2 pm; I did not have any choices. On Friday 12/21/07 I took time off from work and got home at about 10:45 am and waited there until 1:15 when I called Aaron Thomas at the store of purchase and told him that I needed to know if the installer was coming. He told me he would call and find out and call me back. At 1:45 I called again; this time another person answered and said that he would find out for me. At 1:56 on my way back to work I called the store, and the same man answered and told me he would call the contractor and let them call me. At 1:59 a lady from the contractor called me and told me that the installer is on his way, but she seamed to have an attitude. I told her not to let the contractor come out because no one is at home and that I had to go back to work. I could not stay any longer because I had already lost 3hrs.
As a result I have lost 3 hrs. pay and I still have to lose more time from work because I had to make another appointment for 12/29/07. On 12/22/07 I called the contractor office to see if I can get an appointment for some other days when my wife will be home, but no one answered nor returned my call. I am very disappointed with this whole contract deal. This was my first time using Home Depot contractors, and I know it will be my last. I love Home Depot, but their service and contractors stink.
Fred of Kalamazoo MI (09/26/07)
Purchased two (2) exterior doors from Home Depot, gave them the measurements of the doorways, (width and height). Saleman insisted that they have someone come out and take measurements to make sure that my measurements where correct and charged me twenty five dollars for this service. the front doorway was installed and ruined the old trim work on my 1907 home, the back door was too tall and part all of the trim was removed and the doorway was cut taller, even though there wasn't any room for a taller door.
On top of all that the front door was never put in properly since it rubs in one spot, I complained to Home Depot because they are the ones who decided who would instal the doors. Nothing was ever done about any of this.
Ralph of Pittsburgh PA (06/22/07)
I needed a new front door. Instead of getting a handyman to fix my door, I opted to go to Home Depot for a new one. They have a national reputation and I would not get ripped off. (At least I thought so). The door was a good price. But add ons soon made the door price escalate. Then the $25.00 non refundable fee adjuster came to measure my door, he said I have a odd size door and the price would be even higher. He asked if I wanted a new screen door too. I said no, I liked the one I had. I signed his paper to pay for the more expensive special order door. A 20 year old looking kid came to my house and put the door in. I let him do his work. When he was done, I came in and noticed my screen door was gone? I asked where it was? He said it had to be removed. It will not fit on anymore. It was like someone hit me in the stomach. It was NOWHERE on my paperwork that the screen door was to be removed??? I did not sign his waiver. I called Home Depot. The guy left quickly as I called. The craftsmanship of the door was AWFUL. I took photos of the nail holes, dripping glue, non caulking of the seems, broken plaster around the door. They sent another person to fix the door craftsmanship and re-attach the screen door. The guy said the screen door would not fit anymore and could not be put on. He left the screen door in my yard on the grass. There were holes punctured in both screens. The frame pieces were bent. I refused to sign the waiver again.
Geri of Quincy IL (04/24/07)
I paid for a measurement for my front storm and inside doors. Te contractor Charlie. measured both openings. He said I would have to special order the inside door because the opening was narrow by 3 of a normal door. I waited almost 2 months after ordering and paying for te install.
I ended up paying additionally for the extra wood to fill in the framework because the door was 3 too narrow. I asked for the door to swing to the right but it was installed to the left. The contractor said oops, he didn't see that on the papers until I mntioned it. He could change the direction but he would have to cut into the other side of the door frame and add more wood to the existing framework.
I have a narrow opening that will not accomadate my furniture inside.
I have bare wood around the framework that extends past the decorative trim.
The door swings the wrong way so we can't leave it fully open for air.
It ended up costing an extra $300 when I could have used a standard door.
Robert of Gaithersburg MD (04/11/07)
I purchased two entry French doors and one Garage Access entry door. Home Depot came to my home for installation. The installation was quite bad and the doors were not properly installed. Air gaps were shown, the doors were crooked, the outside looked horrible with caulk everywhere, and the locks on one door did not function thus leaving my home unsecured. The installer came to my home to resolve. After spending an entire day, the doors were rehung. However, it was noticed that the doors were completely out of alignment and there still gaps in the doors and surrounding molding, thus letting air into the home.
James of Norman OK (03/19/07)
After spending hours in the store with a manager trying to set us up to have our door frame measured we were finally set. Or so we thought. The installer spent over three hours installing our door and after complaining about being late for his next job, he finally said he was done and left. He let me know that the new threshold left a gap between it and the tile and that I would have to fill that gap myself.
After he left I spent a while carefully examining the door inch by inch. I discovered the threshold had no support under it which caused it to bend every time it was stepped on. I also found a gap at the top of the door where air could get through. Next I discovered the window in the door is cracked. I called home depot immediately and was told the installer would contact me within two days to put a new door on. I am curiously waiting to see what happens next.
Judy of Vista CA (12/31/06)
I purchased red French doors on 6/18/2004 in the amount of $1,242.00 along with a matching red front door which was an additional $400-$500. These doors have a five-year guarantee. Approximately one year later we noticed that the paint on the French doors was chipping. We contacted the manufacturer who told us that we had to deal with Home Depot directly.
I notified Home Depot on 5/1/2005 and spoke with a manger by the name of Brian. He told me they no longer carried doors from that company so they could not replace them. He had someone by the name of Rob come to our home and he took pictures of the doors and said they were definitely faulty.
After months had passed and with numerous calls, we were offered a $500.00 settlement. At this point we were thoroughly frustrated and I wrote a letter to Home Depot Customer Relations in Atlanta, GA. They did not answer our letter until I sent a second copy via Certified Mail at which time they agreed with the $500.00 offer. What good is a guarantee if the doors are no good and they won't replace them? We ended up accepting the $500.00 offer but they made us sign papers that we wouldn't sue them.
We are out $1242.00 + installation fees for doors that are not worth putting more money into fixing.
Jerry of Canoga Park CA (09/18/06)
I ordered replacement patio (french) doors to be installed by Home Depot. They charged $50. to come out and measure first, a prudent idea. They came, they measured, they ordered and I paid for the whole thing up front. The door arrived (weeks late)and their installers couldn't put it in as it was the wrong size. I called and was told they would do me a favor and try and modify my house to fit the wrong sized door. I told them verbally in in writing that I want them to take back the door and bring and install the correct one. I wrote the store with a copy to CEO Robert L. Nardelli (President - 2455 Paces Ferry Road, NW, Atlanta, GA 30339) and am ignored. The employees deliberately ignore customers with a problem and one was rude beyond belief.
The wrong door sits on my front porch, I don't have the door that I ordered and paid for and I am very irritated.
Ariadna of New York NY (02/04/06)
I bought a special order shower door from Home Depot. The delivery time given to me was 10 days. I timed the entire renovation of my bathroom so it would work with the delivery of the door.
Needless to say, the door was over 2 months late. I had to pay $500 in additional costs for the construction workers to come and install the door since they had already finished renovating the bathroom, not to mention that the dimensions Home Depot gave me were wrong, so my contractor had to actually make a new glass door to fit the space because the Home Depot one was too big.
At this point, I couldn't return the whole thing because they had used the brackets already and put them in the wall.
Maximo of Waldorf MD (01/23/06)
I purchased a garage door and garage opener installed through the contractor that Home Depot uses. Because the house is under construction, the installer stated he will be back to have it connected to the power and show me how it works.
It has been 6 months and the installer has never returned. My call to the Home Depot where I purchased the equipment, will not take action as they said that they do not have control over the contractor. That it is their sub-contractor and I do not have any part in making that selection.
Bruno of Suffolk, VA (11-04-04):
I ordered a set of French doors on 8/22/04, which arrived as promised on 9/6/04. However, they were damaged. I was told that a "rush" order would be placed and the new door should arrive on 9/16/04. On 9/17/04 I called, but the doors had not arrived and would be in on 9/29/04. On 9/29/04 the doors were still not there, but I was guranteed that the doors would be here on 10/07/04.
On 10/08/04 still no doors, but I was assured that they would be in on 10/16/04. On 10/16/04 no doors (big surprise), but this time they said they knew it would be here on 10/21/04 because the doors were located in Maryland waiting to be loaded for the next trip.
On 10/21/04 no doors. Oops, someone forgot to put them on the truck, or at least that's what one of the many store managers told me when I called to complain. But this time I'm really assured that the doors would arrive on 10/28/04, because they have a purchase order number.
On 10/28/04 I called and was told that the doors arrived, but at the wrong store, so there will be a one day delay, and to look for the doors on 10/29/04. As of 10/30/04, no doors. Somehow they're in Maryland waiting to be shipped, but this time the arrival date has been changed to 11/03/04. By the way, I'm told by one of the many managers that when my door arrives I'll have to wait 5 weeks for installation, so what choice do I have? Now, the doors were due here on 11/3/04...but on that day, no doors either.
This time I got to speak to Brinson, the general manager, who tells me that the door company is not very good anyhow and that maybe I should take a refund and give up. He does not apologize or offer to call the door company to get to the bottom of the problem. To be honest he just didn't care.
I asked for the district manager's name, phone number, but could get the information from Brinson (it seems that my Congressman must get involved) so I asked for the home office number. I called the home office and they took my complaint, and told me that someone would call me in 8 to 10 business days.
Between July and August 2004 I spent several thousands of dollars at Home Depot. Now, I will never buy so much as a paint brush from them. As of this writing my concerns are still not resolved, and I'm more than likely going to ask for a refund after one more week.
Jeff of Bluff City, TN, writes: (4/1/01):
I decided to do some major renovation to my home, both inside and outside. I had 3 sliding glass patio doors that I wanted to replace with "hinged" french style doors. I went to Home Depot and spoke with Mark in the door department. I gave him my rough opening sizes and picked the style and manufacture of fiberglass interior to exterior entrance doors. I was told that it would take 2-4 weeks to receive the doors.
Three months went by and after multiple phone calls I finally received the 3 double doored frames and doors. The guy that delivered them used a lift to take them off the truck and set them down on the curb. He said that he could not bring them onto my property. Have you ever tried to move a framed double door unit? They are very heavy! I had 3 of them on 1 skid. Needless to say this was Saturday morning and it rained all weekend, completely soaking the doors. When the guy started to install the doors the following week, we first discovered that Mark had not sold me a patio replacement unit as he had indicated, and instead we had a full size door that we had to get into a smaller opening. This required us to make the opening larger. This is easier said than done since I have a sloped roof that crossed the top of the door with little room to spare. This was a load bearing wall which created other issues.
Finally, when all was done, we had to cut the header down, making it smaller and weaker. This cost me additional money that could have been avoided if Mark had paid attention and ordered what he promised would be ordered. Oh but wait! Our problems were just beginning. The workers started to intall the doors and I noticed that the doors were supposed to be swing/open toward the outside rather than inside. We oredered them this way due lack of space on the inside. We contacted Home depot and finally after many calls was able to speak to a supervisor. He pulled the order and said that was what I had ordered. I went down and took my copy of the work form that Mark completed and had given me a copy. It showed that these doors were to be outward singing doors.
After major hassle and trying to figure out what happened, they reordered the door. (It was determined that Mark had entered the order in the computer wrong). So now I had to wait until the new doors were delivered. It was supposed to be 2-3 weeks with a "rush" status on the order. It took over 2 months! All of this time I had not exterior doors leading out to the decks. So I had 3 openings that were 8 foot wide and 8 foot tall, that had no doors and was letting in water and cold. I had just completed the flooring with very expensive oak, walnut, ash, and brazilian cherry. This was done in designs, not your basic laid flooring. It was extremely expensive. It was getting wet and being ruined due to the rain and cold blowing in.
After much calling, they finally delivered the new doors. Again setting them in the street in fron of my home. This time the swings were correct, but they had drilled holes for door knobs and dead locks in every door. These are doors that are located 3 stories high on a deck with no access from below. Each unit had a semi stationary door that could be opened, but you had to open the main door and unlock from the top and bottom with the sliding locks. WHY WOULD I WANT REGULAR HANDLES ON THIS DOOR? I called and again, after many attempts made contact with a supervisor. I went back in and talked to them again. Tehy said that I could just buy hardware and install it to hide the holes. I explained that I did not want to spend that type of money to purchase locks and handles that were not needed. Dead locks and operating handles are expensive. All I needed were cheap dummy handles. Plus, to get the dead locks and knobs to operated would have been nearly impossible due to the fact that there is a support betwee each door that would have to be "rigged" so that the doors would close. After looking at it they agreed that it would be impossible to have the doors work that way.
So, they reordered the doors again, now the 3rd time. Finally, after months of waiting and calling the doors arrived. Believe it or not, they arrived this time having the holes drilled (they should have been undrilled) and they had an inside swing (they should have had an outside swing). Now for the 4th time we reordered the doors. My floors are getting ruined, it is costing me a fortune to heat the house with these big openings in the wall. The correct doors finally arrive! But, of course, while the delivery guy is unloading them he pokes into one of the doors with his fork lift. When the doors were installed they did not line up and were warped. They did not bring my door casing, I had to go out and buy it, when it was supposed to be included.
I could go on and on about how terrible this entire process with Home Depot was. I spent over $50,000 with them during my renovation project and this was the appreciation that I received. There was no discount, no refund, not even a letter or appology. I have since been doing business with Lowe's and have had nothing except perfect customer support, service and products. I have learned the hard way.
Damage Resulting
It was so difficult that my wife and I started to constantly argue. We rarely argued before. We actually divorced. My floors in the living room, master bedroom and kitchen were ruined. My heating costs were almost unbearable. Due to the condition of the house, we could not have guests over and my two children could not have friends over. Birds flew into the house. I still have the door that is damaged by the delivery guy. I could not possibly begin to explain the emotional impact that this entire mess has had on myself, my ex-wife, and my children. I personally hope that Home Depot goes bankrupt or that someone sues them for everything that they have.
Mary of Carson, CA, writes (3/24/01):
I had a rear entry door and a screen door installed at my mother's house in July of 2000. Upon completion and inspection of the finished work, I notice substantial gaps around the screen door at the top and the bottom. The gaps were from not fitting the door properly on the doorjamb or cut the mold too short. The gaps at the bottom are large enough for small pest control problems like small rodents or ants. Also the latch on the screen door was loose.
We were given the runaround about getting the installer back out, which took a few weeks. When he finally came, we were told that he needed to get the proper materials and that he'd be back. Needless to say, he never came back and it took a few more phone calls and a visit to the store to get a response. They finally repaired one of the gaps, but again we were told he needed to get more hardware. We never heard from him until we complained to the store. The latch was never fixed.
As a result, the wind had whipped the door open cracking the doorhjamb. They fixed the doorjamb but never fixed the latch. So the doorjamb was cracked again about a week later because the wind whipped it open.
It does not make sense to have patch work done on brand new hardware and still after almost 8 months the work is still shabby. It is unfortunate that consumers seek a big name expecting a higher quality of service and yet it's like we're still playing a crap game. What's even more unfortunate is that all the work has to be paid for upfront, the hardware and the labor. There is no extrinsic motivation for making sure the installation has been done properly. There is no "reward" for the follow up work. Home Depot had be paid even before the work had been done. The credit card company had already paid the money to Home Depot. Beleive me I tried to stop payment until the work had been done satisfactorily.
My mom is in her late 60's. There was a certain satisfaction in being able to give her what she wants and needs. I'm in Los Angeles and she's in Michigan. When I visit her I see that she gets what she needs. Well that satisfaction is taken away when the task becomes a headache. I've had to be her voice in the matter because it seems like as senior she has not been taken seriously. So the calls that I have had to make to Home Depot on her behalf have all be long distance. It seems like she was always at high level of frustration when she spoke to be about the door which in turn makes me angry and frustrated.
Laura of Utica, MI writes:
We ordered an exterior door July 19,1999, and were told it would take two weeks for it to come in. We waited the two weeks only to told it would be another two weeks, because it had to be reordered. Again we called and were told we would have to wait till Aug. 31st.
Finally the door came in and they were to install it on Sept.16th.When they came out to install the door they found it didn't fit. Again we were told to wait for three weeks.
I wrote a nice complaint letter to the home office in Georgia only for it to come back to the Utica store. I had asked them for a discount because of the long period of time.
They were very nice about that and gave me 10% off the cost of the door, but my patience has run out.
They now are telling me as of last week the door frames are coming from South America and they don't know when my door will be installed.
We have checked similar doors at other places but the same door would cost over $5,000.
Frances of Annapolis, MD, writes (2/8/01)
I paid the Home Depot $25 to have someone come and measure my entry door for a new door and storm door. I was told I would be called no later than 2 days later. On the 3rd day I called to find out when someone might come to measure and after being on hold for 10 minutes and being transferred three times, I was told that there was not one person in the entire store available to give me that information. There were plenty of people there to take my money for nothing.
The Home Depot has my money and I can't get anyone to come measure my doors.
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