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Expo is Home Depot's version of an upscale home remodeling center. The huge stores indeed offer a vast assortment of everything from marble countertops to lighting fixtures. They also offer complete design and remodeling service. This sounds attractive to the homeowner who doesn't want to go to the trouble of finding an outstanding local contractor. No doubt it all works well for many homeowners ... but not for the ones we've heard from.
Pay heed to Mary, who defends the poor installer, who gets stuck with everyone else's mistakes. Even more important, check out the observations of two independent contractors.
A few of the more recent complaints ...
Karen of Ft. Wayne IN (09/16/08)
In February, 2007 , I chose Expo to facilitate the remodeling of my townhouse in Ft. Myers Beach Florida. I was assured that I would receive an installation Manager who would coordinate all of the trades people, schedule deliveries, perform quality-control checks and be my one point of contact throughout installation.
I began communication with the assigned contractor Vincent Martinez who informed me demolition would begin the week of July 9th, and that he would be sending me pictures on line at every stage since I was at my home in Indiana. Pictures never arrived. He estimated completion by the first of September, in truth he hadn't even started by then. I arrived in Ft. Myers September 15 to find a project in early stages with many major problems; ie: missing shelves and cabinet doors, holes in ceiling, wrong cabinets in laundry room, etc.
These things were correctable, the major problem lies in the fact there was no supervision or management from Expo. Phone calls were not returned by the contractor or Expo, workers consistently not showing up or phoning
to notify us. A project that should have taken 3 months tops to complete took almost a year, and then only because we continued to keep calling and calling.
I've continually called Expo Design Center requesting an itemized bill for this job. Associates have assured me they would mail one to Indiana. Nothing has ever been sent. The middle of August I emailed Thomas Wessel, Project Sales Manager at Expo , (he ended up being my contact for the project,if you can call not returning calls and broken promises being a contact)and pleaded for help in resolving my bill. NO RESPONSE! We have paid in full what Expo billed us, not wanting to incur interest and late charges. I was charged for changes, however, I have seen no reflection of any credits to my account. Since they continue to ignore me, it's impossible to be sure. I was told specifically that a cleaning crew was included at completion. Seeing that the job took so long, it would have been difficult to live in the mess that was created constantly because workers only came after their day jobs, stayed an hour or two, and left me with the mess. No cleaning crew was ever assigned. Two (2) expensive lazy susans were installed wrongly per the decorator, cupboards that were part of the original design were too much, also removed per decorator because of his error. I cannot resolve the bill to my satisfaction as they will not respond to my requests! I feel I have been patient considering Expo did not perform quality control checks nor respond to my pleas for help. Customers should not be treated with the indifference I have met and continue to meet.
Melissa of Laytonsville MD (07/30/08)
My husband and I have visited the Home Expo in Bethesda, MD on three ocassions to purchase tile for a new home we are building. Each time, we have received no assistance and have now wasted hours looking for someone to help us. The most recent visit was last night.
There was one sales associate on the floor. He was helping someone else at the time. We waited patiently for him to finish. After 20 minutes of walking around the tile display we went back to his desk where he was no where to be found. My husband went to the customer service desk where they called the store manager for us...who never showed his face. Another 15 minutes went by and we finally found the tile sales rep. He was now helping someone else.
I expressed my frustration in the fact we had been waiting for more than 30 minutes for assistance. He just looked at me and said, I did not know you needed help. My husband went back to customer service. They told him there was nothing they could do. It was appauling. This was the third visit. Each time has been more distgusting than the last. The store was virtually empty. You would think an associate or even the store manager would have wanted to help with a large purchase. If this is a store that sells high end and upscale items there should be appropriate sales help for customers - especially in this economy!
Chris of Ballwin MO (07/22/08)
On May 1, 2008, we went into the local Expo store to order an outdoor range hood. The person helping us explained that it was a special order and would be delivered in 15 business days. Two weeks later, we received a phone call explaining that there had been a mistake, and that the hood would not be delivered for another 4 weeks. I was given a delivery date of June 10, 2008. On 6/9/08, I called the store to inquire as the the status of the order and to ensure that the hood would be delivered on time. Customer service indicated that delivery would be delayed for an additional 3 weeks and could not provide an explanation as to why. I followed up with a call to the local store manager, who was indifferent to my predicament.
I contacted Home Depot's customer service line and was assigned a Level 2 Resolution Specialist. She made every attempt to expedite the order with the distributor and manufacturer, but to no avail. Finally, on July 10, 2008 (10 weeks after the order was placed), I received a phone call indicating that the hood had been delivered to the local Expo store. I advised my contact at customer service that I expected some form of compensation for my time and trouble, as well as the fact that the contractor would be charging me additional time/travel for having to come back. I was advised to take this issue up with local store management.
The gentleman I spoke with was helpful and polite, and said that the only thing he could do is issue a $200 gift card. He also explained that if I wanted anything over and above that, I would have to take it up with customer service. I asked him to send the gift card and advised him I'd be calling customer service. Upon returning home, I called customer service and left a voice message for my contact. The next day, I called and left another message. The day after that, I called and left another message. All three calls went unreturned.
I called the customer service main number and asked to speak to a supervisor. The supervisor advised me that since the store had issued a gift card, there was nothing else they could do. When I explained that the manager had said I'd have to negotiate with customer service for anything over and above the $200 gift card, the supervisor said Well sir, the manager wasn't guaranteeing you anything, he was just advising you of your right to call us. I asked for a phone number for the executive office, and was given an address instead.
By doing some research on Home Depot's website, I managed to find a telephone number for the corporate offices. I spoke to someone in the office of the CEO, who also said that there was nothing else that could be done. On July 21, 2008, when my contractor was able to come back to install the hood, we learned that the original store associate was misinformed about how the product could be installed. We also learned that there is an additional part that should have been ordered in order to complete the installation. I'll be purchasing that somewhere else.
I have spent better than 15 hours on the phone with the Expo store as well as Home Depot's customer service center. I will have to pay my contractor additional fees for his time and travel, as well as some changes to the design to accommodate the product's installation requirements. I specifically asked about this at the time the order was placed and was told by the Expo associate that it would not be an issue.
Liza of Covina CA (06/24/08)
Just to let you know that you have the poorest of the poor costumer service. I was trying to follow up my order and I order this on May 10, 2008 and today is June 23, 2008. I been calling because I made the appointment today. I call in sick just for this but anyways I was calling your costumer service and put me on hold for 45 minutes then telling me that the they did not put into the delivery today and I told the guy that they should call us to let us know that they will not be able to deliver today for which I could understand.
But now I call the the store which is the Monorvia California store and I spoke to a girl which she is very rude and unprofessional I try to get her name but she yell at me on the phone saying you will never get my name and put me on hold for 30 minutes.
Then I talk to Sues or Zues its a guy and he told me that he was the manager I don't know if he's lying about his name or not. He tried to explained that the other order which is the grill was in the warehouse and the other the ottoman is in the store . Then I told him that I made this appointment for today and it should be delivered today. As soon I told him that he hang up the phone.
This is why I am canceling my order and to let you know that I will not recommend your store to anybody and your costumer service SUCKS! This is the worst thing that happen to me. I hope you hire better and professional people not like this service from Monrovia store.
Cindy of Ballwin MO (06/22/08)
We purchased a granite counter top from Expo Design Center. It was cracked and was reported the day of installation. We got a run around for 8 weeks, people not returning our calls, installer, supplier, and Expo all blaming each other.
After two months of this, which included our going into the store once a week to complain, Expo said they would replace only the area affected by the crack. By then the granite was no longer available at the supplier. When I informed Expo no one returned our call. We gave Expo pictures of the cracked counter top and customer service reps were shocked, but management could have cared less.
We now have the same cracked counter top after three months. No word from Expo Design Center. No doubt they are hoping we go away.
Cindy of Ballwin MO (06/22/08)
We purchased a granite counter top from Expo Design Center. It was cracked and was reported the day of installation. We got a run around for 8 weeks, people not returning our calls, installer, supplier, and Expo all blaming each other.
After two months of this, which included our going into the store once a week to complain, Expo said they would replace only the area affected by the crack. By then the granite was no longer available at the supplier. When I informed Expo no one returned our call. We gave Expo pictures of the cracked counter top and customer service reps were shocked, but management could have cared less.
We now have the same cracked counter top after three months. No word from Expo Design Center. No doubt they are hoping we go away.
Holly of Ballwin MO (05/07/08)
Ordered a $3600.00 patio set from Dan at Expo in St Louis, MO. Delivery set for 7-14 days. This was 3 weeks ago. Two days after the order, the warehouse-Chrissy and Shaundra discovered that the table was broken. We offered to take the store display.
I found out today that it has been sold. Apparently they send eamails from place to place trying to locate merchandise. After over a week, a table was located. However they cannot deliver the table within a week when they are approximatley 10 hours away. This is the worst customer service that I have experienced, with reps that don't return phone calls and just don't care. Still don't have the table, and by the way, one of the chairs was delivered broken.
Gene of Hllsborough NJ (05/03/08)
Called cust svc which is anything but to see if they had a sink in stock. Six calls later and I still have not talked to anyone who can wants to help. On hold for 5 - 25 minutes per call, got hung up on, phone just rang, complete apathy on the part of the store representatives. They fail to hire the right people and their training program for these people suck as well. Get a clue Expo, people pay for service not overpriced merchandise sold by uneducated, untrained incompetents. Get a real customer service department!
Cristina of Itasca IL (02/03/08)
I bought an expensive chair from Expo yesterday and when I got home with it, I found a large stain on the wood. I called the store, spoke to an associate from the 2nd floor who rudely hung up the phone. I called up again and spoke to a supervisor by the name of Tom who basically did not apologize or blame the associate for her poor service. I would never step foot in Home Depot or Expo ever again and I would encourage other people to find a store where the customer is RESPECTED.
Alan of Kensington MD (01/11/08)
I purchased a build-in, Kitchen Aid refridgerator about two months ago. After installation I noticed that the unit was defected and the compressor not working. After contacting over ten times, we have no way of finding someone who can do anything to replace this unit. The Home Expo system of customer service is NOT different that what you see in their stores. Zero customer service.
Now I am on the verge of filing legal case against both Home Depot and the more likely the Kitchen Aid company who sold a $5000 refridgerator at lowest quality available.
Terri of Franklin TN (01/03/08)
We signed a contract with Expo for home renovations in April 2007. Per our conversations with Expo we anticipated the renovation to take place in the summer. The renovations begin Sept 4 and are not complete to date even though we have been given several end dates. To date the contractor has gotten in trouble for failing to get permits, has refused to comply with a directive that the codes officer told us at the rough-in inspection and has closed up the area, has not completed the work. He has damaged walls, ceilings, and new cabinets. His crew has been caught bringing a child to our worksite and sitting on our sofa watching TV. The permits obtained from codes do not reflect the cost of the project or the square footage.
I have been asked to take off work to supervise dry wall crews. I have taken off work to meet with electrician who did not show up. I have had trash blocking entrances and exits to my home and have not had the construction dumpster for the length of the job and mountains of trash left in the front yard. I am having to contract with a seperate painter to paint the areas that were damaged. The new cabinets will have to be refinished or replaced due to a plumber leaking soluvent on the inside and the cleaning crew splashing some kind of cleaner that messed up the finish on the outside. There is no end date in sight even though the work could probably be finished in a matter of hours. We have been told that a fire seal vent around the tub drain needed to be installed--to our knowledge it never was and the contractors reply when we told him it was part of codes was that was absurd. We have been at this stalemate for months with 2 or 3 hours work a week at the most occuring. We have not been able to sleep in our master bedroom since the project began.
Dick of Atlanta GA (01/03/08)
We started a remodelling project with Expo to remodel our three bathrooms. We had previously used Expo to remodel our kitchen. As is the custom of Expo, we had no input into choosing the contractor for the job--they bid it out to their approved contractors. During the course of the renovation, the contractor employed tile workers to lay the floors and stone in the shower. Their work was substandard. Expo asked that we allow the tile workers a chance to fix the obviously poor work. We agreed; however, the workmen were unable to do so. Upon pointing out the still unacceptable work, the workmen stormed out, taking their tools with them. After they left, we discovered that a new Tiffany watch was missing--this had been there two days prior, with no one but the contractor and his workers there. The watch was covered under plastic that was put down to protect the contents of the bedroom. The workers also had approximately 15 pieces of tile in their truck, which disappeared--as did they. We immediately notified Expo and the police.
Both Expo and the contractor refused to take any responsibility. Expo referred the claim to their insurance company, who at the outset said they were going to deny the claim. Expo would not return phone calls, letters and e-mails directed at both the corporate customer service people, as well as the executive office. The local store manager was told not to meet with me. We remain flabbergasted that Expo would gladly take our money, and then completely ignore this (granted unusual) problem. We will never use Expo again for remodelling projects, nor will we recommend their services to anyone who asks.
Michelle of Scottsdale AZ (11/16/07)
We sat down with a designer at home depot expo and formulated an order for a remodel of a master bath. We gave the dimensions of the room and ordered the cabinets, countertops, sinks etc. The order arrived and the countertop actually needed to be a couple of feet longer with the cabinet design etc. We reordered the correct size and that came damaged. And we are being charged for the new one. Now the order is in for a replacement. This has taken a few months already just to get this far. I have called and checked the status of the countertop several times and was promised that someone would look into it, but never received a call back. Everytime I called, it was treated like a new problem. Wow, it is hard to believe that this occurs with this company. They have fantastic things, and the people have been nice, but as far as resolution of issues like this, I have had nothing but frustration. This took place at the home depot expo in Scottsdale, AZ.
Arlen of Berkeley CA (11/15/07)
bought over a dozen small accessory items and the store does not have tissue or any kind of paper to protect breakable objects - paper can be reycled.
instead they use thousands of little plastic bags and wrap them around objects as though the bags were tissue paper.
Laura of El Segundo CA (11/15/07)
Dec. 2005 met with Expo's Design Center / The Home Depot company to remodel a bathroom.
Jan. 2006 I signed a contract, designs and paid approx. $60K in-full via one year no payments expo card.
As of Nov. 2007 the bathroom is not useable. Refino General Contractor and Design Expo wants to charge us $3000 to fix. These fixes do not include all of the implementation and design flaws.
I've disputed the charges. Plan to meet with Refino Contractor and Expo one more time to settle.
I've haven't had use of our master bedroom and bathroom for over five months. Cost is $60K for non-working functional bathroom. I've spent hours trying to resolve.
Laurie of Sunset Hills MO (11/10/07)
We purchase a complete Viking package from Home Depot Expo and had it delivered to our new home and it sat for 6 mo in our new home still in the orginal cretes they came in. We had 3 people from home depot where here to help install them right out of there packings and we found a large dent in the range lower vent grill and the oven doors are out of square and and the door rubs and the pull out tray sticks and so much more. This gas range is the prof model 48in with 4 burners and grill and griller and 2 oven below.
Now for the pro model 36in all frez and ref the first time we open the ref door the thing broke off the door stop on right lower hinge and the frez makes a constant high pitch noise that we can not sleep at nite. The level legs are so small for such a large and heavy box to support and we have not open the dishwasher yet waiting for cabinet to get here and the disposal work so far.
This cost us over $24 grand we where taken on the brand viking we need help
The unit where shipped and the repair people now blame the installers that did not drop the units they where factory screw ups are the people who drop them off here. If we can not resole this issue with Viking we will take it uo with the fox news media and then to our atty and state atty hope that viking will take care of this issue soon.
Ew of San Pedro CA (11/08/07)
My wife and I are looking to put window treatments in our home. We decided to go with Expo because they have this program where you can pay $250 for a project designer to come out to your home, take measurements, give you some ideas, etc. If you decide to go with Expo, the $250 will be deducted from your overall project cost. Not bad.
Two weeks have passed since the designer came out, took his measurements, and we decided on the project. Next step was for him to call us a few days afterwards and schedule an appointment for us to come into Expo and outline the scope, cost, etc... No word from him, yet.
Oh, and after our initial visit to Expo, when we paid the $250, we were told that this project designer would call the following day to schedule an appointment for him to come over to our house... we had to call him after a week of not hearing anything. Hmmm...
Stay tuned, I'll let you know how this turns out. I'll reserve final judgment when and if the project is complete. I'm getting the feeling that these guys may be a little flakey.
Stu of Nashville TN (11/06/07)
I purchased from Home Depot Expo a diverter, tub faucet, and 2 lavatory faucets. Had plumber install tub faucet & diverter. The diverter (hose and spray head) is their house brand. The diverter spray head broke into 2 pieces because it had been assembled too tightly. It was to be replaced under warranty. Was not shipped. Called and was told it's on back order and given an availability date. After date called and was told it's still on back order, and given another date. After date called and was told on back order, and was called by warranty representative that night and told it would be shipped to me no later than November 1. Called on November 6 and told still on back order although their computer shows that they promised me it would be shipped before November 1.
They no longer sell the model which I purchased. So after 3+ months, $150 items cost and $925 plumber expense--I have nothing.
Robin of Franklin TN (09/23/07)
I ordered a patio set and a rug at the Home Depot Expo Design Center in Nashville in April of this year. I have had to make over 30 phone calls (and yes, I have kept record of this and all calls) trying to get the products I ordered delivered. They were constantly misplacing my order and not delivering on the number of dates they gave me for delivery. As of today, September 23 (5 months after paying for it) I still have not received all of my patio furniture. They have promised delivery of this at least 5 times where I had to make sure I was at home to receive it -- no one showed or called and if I had not called to find out what had happened, there was no one checking to make sure it actually was delivered.
The enormous amount of TIME I've had to waste calling this company, getting the run around, and STILL not getting the materials I've paid for is beyond reasonable -- this is a complete outrage! I've have to waste time making sure I was home. I bought the patio furniture to use over the summer and now it's fall - and my fear is that they will discontinue the line and I'll end up with an incomplete set.
Adrianne of Cardiff CA (08/20/07)
I don't know where to start with how disappointed we were with EXPO. We bought very high-end tile for six bathrooms on the promise of a two week lead time. One month later we have been over charged $2,000, and were delivered the WRONG tile. Our calls are not returned, and our designer has not produced a single schematic for any bathroom despite being faxed over our bathroom demensions within 24 hours. We were astounded by the lack of organization and professionalism. Finally, we went to a specialty stone/tile retailer and recieved much, much better service, a better selection, and LOWER prices. The only good thing about EXPO is thier hours: open till 8 pm and on Sundays.
Diana of Scarborough NY (07/28/06)
This has been a total disaster and breech of contract from the start of our kitchen project, estimated around $75,000.00. We were promised from the beginning that we would not have to deal with any of the individual workers or contractors - that Expo would deal with everyone; make all the arrangements; make all the phone calls; deal with all the problmes.
We were also promised that our designer would be at the job site at least weekly to deal with any problems and to ensure that the job is being done correctly and as per contract. NOTHING like that has happened - we have dealt with all the contractors; we have made all the phone calls; we have made numerous calls to Expo Design, including left messages for the general store manager (Nalinee) and they have not called us back........but instead, they call the home number when they know we are not there, to leave messages so that they do not have to discuss problems and issues with us. The entire project has caused us nothing but problems and grief.
Now well overdue on final installation - ALL problems having been caused by EXPO. We are still eating out daily.......we have no refrigerator since project inception, including the last three weeks (which was the expected refrigerator installation date). WE have been dealing with delivery personnel, repair companies and contractors - this being in breech of contract.......Expo charges a significant premium so that we would not have to deal with the ancillary personnel, yet we are still dealing with all the ancillary people.
Jan of Pleasanton CA (06/21/06)
I ordered custom drapery from Expo in July 2005. To this date, the order is still not complete. On 6/8/06, they told me that they will cut the loss and stop the project, refund me the money and I can keep the parts that's here already and I have to find someone else to finish the project. Two days later, after I have ordered the missing parts from someone else, they now want the drapery back before they will refund me. But I already started the project with another company and order the stuff already. They have been doing this to me all year round, jerking me and lying to me.
After almost a whole year of aggrevation and time spent, I have been without window covering all this time. Now, all they left me with are holes and patches on my new wall in my brand new house.
Kay of San Francisco CA (05/02/06)
Total incompetence. We wanted a bar countertop installed. We asked for a re-bid for additional work plus a change in the bar-top. We rejected the additional work. The bid for both bar-top and counter-top remained in the Expo computer. After two trips to the Expo facility, we were assured the problem had been resolved. We told the Expo staff that we wanted the bar-top per the remeasure. We then received a phone call from the contractor saying that Expo had told them we wanted a remeasure. Remeasures cost $175. We did not want or need a remeasure.
I spent more than 3 hours phoning and talking to Expo personnel about this today. The last I heard from them was that because we wanted a non-standard edge, we would have to pay more than the estimated cost for the bar top. When we first requested a quote for the bar top, we specified the edge, so the original estimate included the cost of the fancy edge. Can you spell bait and switch? Expo/Home Depot is not to be trusted. It looks like an easy way out, but don't fall for it. We tried to buy a hot water heater via Home Depot, only to get a phone call from the contractor they sent the project to, which contractor did not work in our area.
Incompetence. I did a google search and found a local independent company that will install a new heater for about half the price HD would have charged us if their contractor worked in our area. Do yourself a favor and go local and independent.
Joyce of Dallas TX (04/17/06)
In early October, 2005, I went to EXPO Design Center in Dallas, TX, and signed a contract with them to do some major installations at my home. I was set up with an appointment with Christine as Designer assigned to my project. I wanted to install tile in two bathrooms and new carpet in two bedrooms. I also planned to get a new convection oven for my kitchen but after two opinions concerning space I had to let this go for now and I hope to do a major re-do in kitchen later that will allow the type of oven I want. I picked out the carpet myself from samples that I found in your carpet department. Christine met me in the store at a later date and picked two tile samples for my two different bathrooms.
I took her word for the quality and type of tile as I had no knowledge about what to pick. When I got home I realized that she did not offer my samples to look at in my home so I went back to the Design Center and asked for samples to bring to my house. One of the samples was completely wrong color and so I decided to just use the other tile sample for both bathrooms. It was a Donegal Sabbia unpolished porcelain tile. Maybe the "unpolished" part of description should have warned me about future problems but I didn't even see this description until I looked at the order after it was placed.
During the time that I was dealing with EXPO Design Center in Dallas the original project manager, Wayne, was put on sick leave due to an injury to his hand on a job and he was replaced by Mike. When Mike and Christine came to my home in December to set up the installation he told me that he would not have a job after February due to a total reorganization of your company. Also, Wayne was subsequently relieved of his job after seventeen years in your employ. I felt that I was caught in the crunch of your reorganization as part of my problems.
The tile was installed the week after Christmas -- December 27-28. I had asked Christine if the tile would have to be sealed and she told me "no, just the grout." Then when tile installers came they said the tile would all need sealing. That was first discrepancy in my tile installation. The tile installers did come back after a few days and seal the tiles--in the meantime we had to be very careful not to walk on tile. After the tiles were sealed they had to come back and replace some tiles which I thought were stained from installation and they said it was colors in the tile. They replace about three tiles and repaired a place or two in the grout. Soon after, I began to notice bad shoe marks on the tiles and we discovered that they marked up badly from any leather shoe bottoms.
I started a long series of complaints with the tile installers, then the company who made the tile (DalTile) and also with Home Expo (Greg.) The tile installers referred me to your home office in Atlanta and I instead went to the local store where I had made my contract. They sent a representative from DalTile out to look and she told me that she was recommending to EXPO that the tile be replaced. Then someone came and got a tile to be analyzed. I talked with Greg Ellis who is manager of the EXPO Design Center here in Dallas several times. He finally sent an independant inspecter out for an inspection. In the meantime I had my housekeeper clean the tile except for about six squares as I couldn't tolerate all the dirt showing on the tile. He came and took pictures and then I had him take his shoe (loafer) and stand and turn with the sole on the tile.
It made black marks--which he noted in his report to EXPO in his report. However, he concluded that the tile was not defective. Since then I have had to clean the shoe marks a number of times with Magic Eraser and they keep returning. Just a simple cleaning solution will not remove the shoe marks and the tile installer warned me against using any harsh cleaning solution as it would remove the sealer. We have walked in sock feet almost constantly since the tile was put in and this is not satisfactory. Then last weekend we have several house guests. After they left the bathrooms both had bad shoe marks on the tiles. I didn't want to ask them to take their shoes off to use my bathrooms. I am extremely dissatisfied with this product and in spite of the independant inspector's assessment of the tile I feel that it is indeed defective. And I personally am not able to get on my knees and clean the whole floor with Magic Eraser. My housekeeper has told me she will not clean it again on her knees.
The physical damage has been to my back and the back of my housekeeper who has cleaned the entire floor one time. It is impossible to keep clean. I feel that you owe me some consideration as this is reputed to be the best porcelain tile that I could buy. I think the designer should have known that the tile would be impossible to keep. The reason that I chose EXPO in the first place is that my son and wife used EXPO (then in Plano, TX) to do an extensive kitchen remodel and they had excellent results and tile floors that are beautiful and easy to keep clean. I was going by their experience when I chose to use you. And I want to do a kitchen remodel also but am reluctant to use your company unless you are willing to do something about my tile problems.
Louise of San Pedro CA (04/10/06)
I paid Expo Design Center of Redondo Beach 750.00 to retain a designer to choose items from their store that where suitable for my home. Every item the designer chose had to be returned and another chosen because they where inappropriate for my home. By inappropriate I mean that the items did not fit or work with the home not that I did not like anything.
Their granite installers did a very poor job and the granite looks horrible. They damaged my kitchen cabinets and I had to pay someone to repair them and the brand new paint on my back yard fence had to be redone due to them. Worst of all Expo's paid designer Jennifer Garrido chose a type of hardwood that cannot go into my house. She told me it could-I bought it on her word- and found out from over 40 installers it cannot be installed as EXPO described and estimated. I am a senior citizen and feel they took advantage of me. Their company refuses me a refund on the hardwood that they told me to buy even though it cannot be used and it is still in boxes.
Expo design center new store manager Herb who knew nothing about the case lied in Small claims court. His paid employees lied to him and he lied to the judge on what transpired.
Earl of Washington DC (03/09/06)
On January 1 I purchased bathroom tile and paid a deposit for installation; a vanity, vanity top, faucets, and a deposit for the installation of the vanity. Somehow the vanity order was disappered from the computer system although the deposit for the installation did not. Tile is basically complete. Becuse of the screw up in the vanity order the vanity arrived two weeks ago. I then started calling the expediter at ExpoDesign almost dailey. The expediters no longer return my phone calls and they have yet to have one of their plumbing subcontractors contact me.
Kelly of Burbank IL (04/21/05)
I ordered new vanity cabinets and a corian sink top with double bowls from Expo on 4/3/05. I was told that it would take 14 days to have the custom order completed and they would call when was delivered to the store. On 4/4/05 I realized that I needed a couple of accessories to make the order complete and did so over the phone. The woman who took my order, Donna in K&B was very helpful. When I added pieces to my order on 4/4/05, Donna was off but McKenzie was also very helpful. Then to verify all items, Maureen, the Operations Mgr called and she too was helpful. The problems began after the ordering process was completed.
I received a phone call from Expo on 4/13 stating that my order was in and could be picked up. My contractor wasn't ready for installation & so he said he'd pick it up Monday 4/18. I phoned Expo back and advised them of such. Then then called again on 4/16 advising that my order was in and it could be picked up (again). And, again I advised them that it wouldn't be picked up until the 18th. As we all know, things happen and the contractor couldn't pick it up until Tuesday. Then Expo calls AGAIN 4/18 to tell me that my order can be picked up.
My contractor goes in on Tuesday and guess what - it's missing the Vanity Top!!! He takes what they have and calls me to tell me that the top isn't in. I call Expo and get treated like an idiot (why would you schedule your contractor to install items that aren't in?? When we install items, we make sure all the pieces are there before scheduling an installation were a few of the comments I'd received from Darlene and Carrie - two store managers. This was on Tuesday. Today is Thursday and I had to call them (and of course got voicemail every time) to see if it's in!! I will NEVER do business with them again and am in the process of writing the corporate office a letter. Not sure where it will get me but, I'm sure I feel better at the end. If any one knows what other actions can be taken, I'd gladly appreciate any suggestions!!
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