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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 ...
Loretta W. Davis of Rockville, MD April 11, 2009
Expo Design Center, located in Bethesda, Maryland. The stores merchandise was reduced by 80% today. After shopping around for several months, I finally located a small compact refrigerator, missing a price tag, in your store this evening. The refrigerator was missing shelves and the interior was dirty. After loading the refrigerator in my shopping cart, both of your associates confirmed the refrigerators price as twenty dollars (20), and said they would accompany me to the check-out counter to verify the missing price tag. One of the associates guided the shopping cart, containing the refrigerator, to the checkout line.
After I finally arrived at the check-out counter, he had disappeared suddenly. Another associate, near the check-out counter, quoted the price as thirty-two dollars (32). I questioned the discrepancies in price. The cashier asked me to step aside because the store was very busy, and the closing time, 8:00 PM, was imminent. Another store associate attempted to locate the stores manager, after 15 minutes or so, Ben Curtis appeared. He concluded that the price was thirty-two dollars, and implied that, in order to purchase the refrigerator for the lower price, I would have to return tomorrow when the stores merchandise was reduced by 90%.
I was extremely disappointed with respect to the amount of time required to respond to my inquiries, and the discrepancies in price quotes. I left store empty-handed at 8:00 PM. Over a period of three years, my husband has had double knee replacements, and back surgery. He is scheduled for another back surgery again in May. Since his office is in the basement, I wanted to purchase the refrigerator to store his lunch because I babysit for our three grandsons (3, 8, and 9) on weekdays.
Lee of Walnut, CA March 31, 2009
Bad quality on deliver. Manager threatening me, he won't reship or replace it but charge 33% restocking or go pick up the same item at their warehouse. I just received two Cherry wood desks, upon delivered, I noticed the color was faded and looked very cheap. The drivers told me that as long as I don't sign, they can return it to the factory and redeliver the good one to us. It sounds fair.
The next day I went to Expo again to reassure the desk that I ordered, indeed, the desk looks very rich in style. I talked to the salesmen about the desks that I received was faded color and look very cheap, they were look bad. The sales told me the same thing as the driver. As long as I dont sign for the shipment, the store policy is they will return the bad one to the factory and replace another good one to me. It sounds good.
But one week later, I called the store; my sales-David transferred my call to the store manager- Richard. Richard was very rude and yelling, threatening me over the phone. He sounds going to killing me over the phone. He warning and threatening over and over, he keeps repeating either I take that original desks that the drivers deliver to me at their warehouse in Cerrito or he will charge me 33% restocking fee.
So BE ALERT! If you want to buy from them, watch out your money is going to their pocket 100%. They have no customer service at all. They act like tiger. The consumers just like the lambs. The manager only repeating the same story, I sold over 1000 pcs of the desks, you are the only one complain about the quality. You dont know wood, you dont know anything.
Bad quality on deliver. Manager threatening me, he won't reship or replace it but charge 33% restocking or go pick up the same item at their warehouse. I have get charged for this restocking fee 203.94 on March 30.09.
Tracey R. Cole of Saint Louis, MO March 23, 2009
On Mar 19th 2009, I purchased fixture (2 narrow book cases) from Expo (174.00). I was told that I would have to pick them up the next day because they would have to remove the candles from the selves overnight. I did not arrive to pick them up the next day but rather two days later on the 21th. When I got there, George, who was the associate who had help me with other purchases just days before, walked me up to the front of the store where the cases were We both noticed that the candles were still on the display and that no one had removed them. George then said, I'll check to see if there are any other fixtures on the floor.
When he returned, he told me that there were not and that he would not be able to give me the ones that I had purchased, the selfs had my name on them and a sold sign. So, I said, well, give me a refund and he says, there are no refunds, everything is final sale. I have a problem with that because, how can a sale be final when i never received the merchandise? I then ask to speak to the manager. I found out quickly that there were no EXPO managers who could or would authorize my refund. George then, returns with two female persons whom i didnt get names for, told me that they would not be able to give me what I had purchased because it was a display and that it would be refilled with other candles until they got rid of everything.
I went on to ask, why hadn't that been explained to me? George never explained that to me at the time of the purchase. No one had! I would have never made a purchased for something that I would have to wait an undisclosed amount of time for. THe lady was rude, and did not act to resolve the situation and after words back and forth and after i ask again for a refund or my merchandise. She told me that there was nothing that she could do and she preceded to walk away and that's when I said to her, put yourself in my position. She then told me that she was done and that I was trespassing and that if I did not leave the store, she would call the police.
I have no Idea how something like this is legal? This was on Saturday. They did not give me a refund nor my product or a time and date in which i would get my product. At this point, I want my money back What do I do? I spent 174.00 that I have not recoop nor do i have what i purchased.
Gina Blackshaw Chestnutt of Encinitas, CA December 2, 2008
Even though it would cost us a premium, we chose Home Depot EXPO Design Center for our kitchen remodel. The criteria for this choice was the following:
1) Quality
2) Professionalism
3) Integrity
4) Time and project management
During the project, the freezer unit of my LG Refrigerator/freezer was damaged when it was moved to a temporary location. We asked EXPO to cover the repair and they refused. We commissioned the repair from the service provider that completes LG's warranty work named Affordable Service Appliances, Inc. The repair was unsuccessful.
We appealed to EXPO once again. EXPO contacted the LG manufacturer about the broken freezer. EXPO and LG agreed to extend the warranty and cover the cost of the prior and new repairs, with the same contracted repair service provider, Affordable Service Appliances, Inc.
The initial unsuccessful repair was on September 6, 2008. On November, 5, 2008, Affordable Service Appliances, Inc. made an estimate of subsequent repairs. They have canceled or re-scheduled three times since then. As of today, November 24, 2008, my freezer is still broken. We have been without a freezer for four months. Thanksgiving is this week and I will be hosting 15-25 people over the course of four days with no accommodation for food storage.
The freezer is beyond repair. We expect Home Depot EXPO Replace the Refrigerator/Freezer with a different make and model.
Preston of Huntington Beach, CA November 20, 2008
Nov 5th at 3 pm appliances delivered...dryer door does not close properly. Installer says to call Expo and tell them/ I ask them to replace the dryer as it doesnt work properly. I am told that they send someone out 3 times to fix it Call and Expo sends out another repairman on Nov 7th ? . After waiting 3 hours he looks at it and says installer did not install properly and if installed properly it would close properly
We go in to Expo on Sat Nov 8th speak to Kaylie supervisor of appl. She assures us she will take care of it. On Sat Nov 15th Kaylie leaves voice message to ask if installer has called us. I call back and inform her no one has called. On Tues Nov 18th I call Kaylie re no phone call. Then West Coast does call to schedule for 3 hour window on Thurs Nov 20th. Mean while I told Kaylie not only door not closing properly, now the vent hose has fallen out of vent as well. At 9:10 am on Nov 20th repairman from West Coast arrives to change door to open left handed,. Looks at door, says it is not closing properly and something is not right with it and changes hinge, fixes vent which apparently was installed backwards and assures me stacking kit is in place. Gives me an invoice which states again that the door does not close properly
Mevove this dryer and replace with new one
Laurie Keig-Morrell of San Diego, CA November 17, 2008
We started working with Jayne in late June/early July 2008 for a complete window covering project in our entire home. It is mid-November 2008 and there is still a significant elements that has not been installed, our living/dining room coverings.
Apparently the fabric that was shipped months ago had a 'problem' so new fabric was ordered. We sheduled an install date with enough time for the fabric to arrive and be completed into the final product. The day of the install the scheduler called to tell me that living room coverings had a 'problem' and wouldn't be installed that day. My decorator, Jayne, never called me to tell me about the second problem (and when I did finally speak with her that morning she gave me 2 different versions of what happened). Now it looks like my panels MAY be ready by mid-December. Also, I was not happy with fabric that was used for woven wood valances and Jayne was going to leave books for us at HD Expo that we would pick up (trying to save some time, she said it would take 5 - 7 days to mail fabric to us) to look for new fabric, when we got to the store she had not done what she promised, the books were not set aside and we wasted time going out of our way to help her finish this project. Also in the install one of the silhouttes (attached to a door) was not installed properly and I'm still waiting (4 days later) to hear when that will be corrected.
Our designer has been uncommunicative with us (her client) and in my opinion dropped the ball on following up with her vendors in order to complete a project. Home Depot has had over 10,000 of our money since September and we still have not received the final product. Jayne mentioned that she might be able to give us some compensation, but has not come through with anything. I've done more work trying to get this project finished than she has. She does not return calls, very unprofessional. Mr And Mrs Norman Brett of Plainview, NY October 26, 2008
my wife and i went to buy curtains and sheers and all the mechanical goods (rods) etc. we would need to use these to cover our sliding glass door and side widows (3'x 6'8) on our ground floor apartment, which faces the front of the street. so we really need this for privacy during the day and night and to keep the buring sun out all monrning and afternoon since we face south east.we dealt with a sales woman who seemed to know what she was talking about and she sold us as 1217.60 worth of merchandise,which we took home a few days later and tried to install. we figured out upon installation that the curtain rods were for the a different type of draperies.
we returned the original rods and repurchased others which she insured us would work this time. we put them up and while my wife was at her chemo treatments i cleaned up and threw out all the packaging. the curtains still didnt open at all we figured out later. at this point i was so disgusted , as was she, that we cant even look at these curtains anymore
and want to return them. we went to the store to speak to the managerjoe and he wasn't available so we made a appointment through the assistant manager matt, for joe to call us. we havent received any phone call from him,every time we call we are told he is not in. we have spoken to other assistant managers who say we have to go through joe who is avoiding us.at this point we have put a comlaint in through master charge which they were purchased on.
my wife is exremely miserable since we are living with paper on the windows and the store, which we are stock holders in, and she is an ex employee- in a different area, is giving us the run around. she is not at her best and doesnt need aggrevation while she undergoes chemotherapy or any time during this period with cancer. i feel as an consumer i am being treated horribly and the consumer should not be treated like this, all for the lack of a return bag.after all we do have every receipt. Deborah of Hollywood, FL October 21, 2008
I had purchased a large amount of expensive carpeting for my home from them and they installed it. After a few years, it started buckling everywhere and they came out and said that it was normal wear which I refused to believe and they want over 1000.00 to pwer stretch it.
I called in 2 other carpet installers and they both said that the carpet was never power stretched which is why this happened even worse, I called in another company today to do the job because I couldn't live with 3 connecting rooms of buckling getting worse for 1071.00 and they told me that when Home Expo installed the carpet, rather then take the time to power stretch it and trim it properly, they siliconed it down along one entire side of the room which I just took photos of. One of the rooms can't be fixed perfect because if they stretch it as it should be then I'll have open areas of no carpeting around doorways and dividers.
This is over 1000 sq. ft. of expensive carpeting that will never be perfect even though it's costing me 1071.00 to repair as best as possible today. The embarrassment of a their shoddy workmanship and my frustration as well as their refusal to take responsibility caused mme a great deal of anguish.
Nancy of Rescue, CA October 14, 2008
The worst day of my life was when I signed a contract with Expo Design Center to remodel my entire kitchen. Everything they said would never happen did. I was promised a completion within 6-10 weeks.. Well I am now on week 17 with NO END in sight. The contractor, Gordon Standlee seems helpless and I have to call him almost every day. This company is totally inept and there is absolutely NO QUALITY CONTROL.
There were several design problems that Cyndi is directly responsible for. There were several errors that the contractor Gordon Standlee was responsible for. Nobody seems to care what is happening here and nobody will return calls. I am getting lip service only. After 17 weeks I have bare wires sticking out of the walls, an expensive oven that the door will not close, a microwave that cannot be proberly installed because of a mis-measurement, a squeaky new hardwood floor (that was expensive) missing cabinet doors and side panels, missing parts to pendant lights, drawers that do not shut properly, and an over hood that was wired wrong. I also paid my (over 60,000) credit off because it was starting in incur interest, and now I feel helpless. Shame on you Expo Design, you are the laughing stalk of everyone I know, and will continue to let be known. SHAME ON YOU
One giant pain in the butt dealing with these people. I have stayed home waiting for workers, deliveries, etc. Lost the whole summer of entertaining friends, that fortunately fed us while we were trying to cook with a microwave oven in our garage. Karen of Ft. Wayne, IN September 16, 2008
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.
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