|Floors are pretty essential, and
working on them creates quite a mess even when all goes well.
For a couple of book-length tales of horror, read what happened
Beate of Torrance CA (09/10/06)
I received a written quote from Home Depot for Bamboo Hardwood
Flooring. Somewhere in the quote was the word Laminate
mentioned. I was ensured that it is actual wood since bamboo
doesn't come in laminate. I was quoted just short of USD 8000. I
paid with my credit card and was told that the installers would
call within two days. The installers never called and I called
back Home Depot. My order was never processed and I was not
informed of this! The reason being was that Home Depot suddenly
asked for USD 4000 more.
First I spoke with Vicki who had the same two prices I had
(one for the wood and one for the installing) but she added up
the installing twice. I tried to explain her basic math when she
hung up. I contacted the main Home Depot office who then put me
in contact with a manager at Home Depot Torrance. He was not
willing to honor the written agreement either. I thought about
fighting Home Depot in court. But frankly, these incompetent
people don't deserve my money. I went to Carpet Wagon with
terrific service and now have a better quality wood installed
for the same price.
Roy of Port Angeles WA (08/11/06)
Contrated and paid $14,671.50 for contractor to renew tile and
hardwood in Kitchen, entry, Dining room foyer and Living room.
Was informed this job was a 5 days job. Contractor that Home
Depot utilizes in our area is Coverall Inc. We are in day 13 and
still 2 plus days asway from completion if the contractor shows
up to the jobsite. Hoem has been completely torn up and
complaints to Home Dept Store 8998 on now less than 8 occasions
explaining our frustrations with the contractor . Assistant
manager came to our home upon our insistance on one occasion to
see what the problem is with completion.
Today has been the final day I have allowed this ongoing
situation. I have phoned the local store manager and informed
him I am not going to allow this to go on any longer and the
contractor is not permitted on the premises only to collect
tools left outside the home. I ned to research what our options
are to get htis resolved asap so we can get our hoem and affairs
in order . This home depot has been the most un-professional
store you can imagine. I have taken phots and kept a running log
of excuses. Starting at 12 noon and working till 4 am in the
morning to picking up materials which should have been supplied
to not showning up at all on the job. All of this the local Home
Depot ahs been daily informed of with zero results.
Terrie of Desoto TX (05/22/06)
I just read a consumer complaint online concerning The Home
Depot and their flooring subcontractor, Cooper Floors in the
Dallas/Ft.Worth area. We had a bad experience with both
companies as well. The Home Depot rep came to my house and
measured the space for hardwood flooring. I ordered everything
he suggested. We were told the installation around the fireplace
would be under-cut which was explained as being the wood cut at
an angel to fit close to the brick.
We were in another room during the installation, came out to
discover our brick being sawed with a power saw and dust was all
over the house, including in the grand piano that was open. Had
I told, I certainly would have covered furniture. The dust is in
my a/c vents, everywhere. My husband tried to get the house
professionally cleaned by Home Depot but no one would take
responsibility. It's been over 2 yrs now, I'm sure there's
nothing else we can do. They put us off until we finally gave
up. And as it turned out, they had sold me too much of
everything. I could have guessed better than they measured.
Dan of Riverside CA (04/01/06)
I was flipping through google and came accross this website. I
started to read complaints on Home Depot and realized they were
talking about the same problems I had a few months back. I
ordered wood floors back in Sept. 2005, and because I don't have
a lot of time, I'll make this story short. I was told that the
floors would be delivered in two weeks. The floors didn't come
in two weeks. Instead at the two week mark I called and they
said it would be another month.
When that month was up, I called again and they said it was
going to be 3 months, because of back ordering. I was told it
would be ready in early January now. Well, January came around,
and when I called, they lost the order and would have to reorder
the floors. Two weeks later, the floors came in. It took a total
of 5 months to get an order that was supposed to be 2 weeks. Why
did I wait so long? I was moving into a new home and I had left
over floors of the same type that I wanted to use for my own
I had to pay in full when I ordered the floors, which I didn't
feel comfortable doing. Throughout the complaining, I finally
got 5% knocked off. And that was a struggle because they wanted
me to choose a different type of floor, and thought that they
didn't need to compensate me because they were offering a
different floor. I will never special order from Home depot
again. I personally know 4 families who have had similar
Tom of Brooklyn NY (02/18/06)
I recently purchased cabinets, (including installation)
appliances, and flooring from Home Depot.
1st problem:Found vinyl flooring that was special order, and
installation. They measured and gave a price. for the
flooring. I gave an O.K. They called back 5 days later and said
it would cost $1700.00 more for install. I canceled install but
still wanted floor. The flooring guy canceled everything and
told me to get floor it would take me 2 more weeks.
I already had cabinets delivered and made appointment for
cabinet installation. I had to pay to have new floor put in by
another company so cabinets could be put in properly. When
calling floor deptment I was hung up on several times.
Cabinet installation company (Craft Masters) had to be called
back to finish job properly (they didn't tape the sheetrock
installation which was paid for). They asked me about back
splash area behind sink I said eventually I would tile, they
said we don't need to tape if you're going to tile area. Finally
after complaining they came back.
#3 I paid to have appliances installed. They only installed
microwave and range, they didn't install water line for
refrigerator, or give me kit to install myself. I purchased kit
myself and installed myself. They didn't install dishwasher, I
also had to install. After calling and complaining they finally
refunded installation charges.
I paid over $17000.00 for everything and I feel I was not
treated properly. I lost $$$ on turning down overtime to do
something I had already paid for.
Cory of Euless TX (02/14/06)
I went to my local Home Depot to purchase wood flooring for my
first house, boy was I excited.
First, I decide what I wanted and the girl writes a ticket
and says thanks have a great day. Wow! that seemed way too easy.
Truer words have never been spoken. Come to find out she had
sold me base boards that don’t exist, failed to mention
potential ‘hidden’ charges, and that their installers don’t
perform certain functions like removing your original base
boards in order to install the new ones.
My product arrives and I try for over a week and a half to
get through to Cooper Flooring the contractor that Home Depot
uses in my area. They finally came out and proceed to tell me
they will not remove my base boards and need an additional $600
dollars on top of the $5,000 or so I had already paid Home Depot
for product and ‘installation’.
I made some phone calls. While I was on the phone trying to
get the bugs worked out, the installers pack up their van and
leave. Eventually I got them back out there to install my floor.
Well the base boards I thought I was receiving obviously did not
show up, because they don’t exist.
Before the base arrived and was stained the floors began
separating dramatically. agetting them out to inspect my floor
Chris Rangel the Store Manager agreed to replace it. They lasted
for about 7 months. I then had to go back to them because the
second floor Home Depot and Cooper Flooring ‘the professionals’
installed began pulling away from the foundation.
I then tried to contact Chris Rangel and the stores expeditor
Shelly to get them to fix my floor again. They proceeded to
always be in meetings and unable to take my call and so busy
they could not return my call as well. I then contacted the
Customer Care Center in Atlanta and Spoke with Customer Care
Rep. Lallie Hayes. She then proceeded to be totally unresponsive
and unwilling to assist as well. She was always looking for a
file or had a rough morning and unable to locate any of my
information when I would get her on the phone.
I totally advise everyone who is considering using Home
Depot’s home services to reconsider. I would also deter anyone
from purchasing Bruce wood flooring. Either Home Depot is unable
to install it properly or it is unable to be installed properly.
Michelle of Philadelphia PA (02/13/06)
Went to Home Depot the last week of January to place order for
countertops and front door. Was told by door department that a
measuring company would contact me to come out and measure.
Someone came out to measure unannounced.
My mother in law was home alone. The man who came out and
took measurements began to explain to my mother in law that the
door I wanted would not fit properly. My mother in law asked him
to call me and explain the reason, since she didn't want to give
me the wrong info.
Well, no one ever called me. Several days went by and still
no call. Mind you I paid for the measurement. Called Home Depot
and spoke to a manger named Barbara who told me she would folow
up and call me back. She did. She stated that the person who
measured didn't realize I would be getting side lites with the
front door she would call me back with a plan.
Found out later the same guy came out while I was at work to
remeasure. It has been a week now and no phone call as to
whether I can or can't get this door. Called tonight to speak
with a manager. Held for 45 minutes to be told he is not
available. Spoke to customer services and he stated we could
come in to get our money back but no apology or an offer to
rectify the situation.
Finally was put through to a manger who offered no reasoning
or excuse but just that he understood. I am very dissatisfied
and extremely upset for all this time lost when I could've had
my door. I decided not to use Home Depot for my counter tops or
for the door.
Carol of Thornton CO (02/12/06)
On Sat Feb 11 at 10 am I went into the Home Depot to look for
carpet for the basement steps. I had a sample of carpet to
match. The sales clerk was very rude. I stated that I need help
with carpet and blinds. He said that he would only do carpet as
blinds were not his department. He didn't even offer to find me
other assistance for that.
Then he stated that it would "take too long" to find that
particular carpet because he had too many samples to choose
from. Never once did he use the sample I had to direct him in
the right direction. When I suggested looking at the bulk
display, he rudely asked if the carpet was a wool or poly. As a
representative of the flooring department it should be his job
to tell me what type it was.
The whole time all he did was complain that he wouldn't be
able to help me. At this point I got fed up with his attitude
and told him that they were much more helpful at Lowe's up the
street and I would be purchasing the carpet there.
He reluctantly gave me my sample back. I have been using this
Home Depot to complete a remodel all summer long. I have an
account with them and wished to continue shopping there. However
this one person made me not buy anything from them that day. I
went up the street and purchased blinds, door knobs, and
brackets. from them. I have made a request for them to come an
measure the carpet which they will be putting in. Too bad they
lost out on a good sale. Cash no less
Melissa of Mission Viejo CA (01/03/06)
After ordering Pergo flooring for entire home in April, and
paying for entire order and install in full on April 25, 2004
($16,500), it has taken nearly six months to get the
installation done correctly.
For four months most of my furniture stayed in my garage as I
had to be sure not to show evidence that I damaged any of the
flooring or caused any of the problems (the installer continued
to try to blame me or anything else he could for the problems).
While the problem was largely with Pacific Southwest
Installation, Home Depot did very little for the first four
months to get the problems fixed. In fact, I went through three
different Home Depot reps in a four month period (they kept
getting fired). After the fourth rep was assigned, the
installation problems were finally done correctly on November 23
of this year.
While the original job is now completed, it took six months
to get it to this point.
Daniel of Johnson City TN (2/9/05):
I purchased $4400.00 worth of flooring from Home Depot. I
installed it myself. I installed similar flooring in my last
home and had no problems. This floor has been down about seven
months. The floor is coming apart, separating, buckling, you
name it. I went to Home Depot and told them of the problems and
they sent Chris D from flooring out to look at the floor. After
he looked at it he said he would be happy to file a claim.
About 1 week went by and I got a message from a floor
inspector. I called him and told him when he could get in to see
the floor because of my work hours. He left me a message that he
did not work those kind of hours. Keep in mind he is getting
paid to do this inspection. What's wrong with this picture? So
in order to accommodate him I had to take off work. He told me
he would be here around 12:00 -- he shows up 5 hours later.
He goes through my house with me and I start showing him the
problems. He pulls a piece of my baseboard off and agrees that I
have allowed plenty enough room for expansion. Then he takes a
moisture tester and checks the moisture in my house and says the
reading is normal.After the inspection I waited about 1 week. I
decided to go to Home Depot and find out something. Italked to
Brian, store manager. He told me that they would do everything
that they could do to take care of the prblem.
About 5 days later Chris D got my claim back and it was
denied. The inspector stated in his report that I had moisture
problems and improper installation. I was in shock after me
being here during the inspection and him agreeing to the
problems I pointed out. He left me a paper that said I was
entitled to another inspection. I called Brian W and his tone
sure had changed. He talked to me very rude and said there was
nothing he could do about it.
I told him about the paper that I had about another floor
inspection and he said he would have to see it to believe it. So
I took it to the store and told him to make a copy of it. I have
done tons of business with this store and not one time have they
tried to apologize or say they are sorry about what has
happened. All I wanted was a refund for the flooring so I could
buy something descent to go in my home that was worth the money
instead of this junk they sold me.
Bob of Loveland CO (11-11-04):
I purchased vinyl flooring from Home Depot in Loveland, CO. The
flooring was installed on 8/7/04. Unfortunately, I was charged
for several things not done. Meanwhile, the underlayment I was
charged for that wasn't done has now created issues with my 15
year warranty from Armstrong. I have an email message from
Armstrong saying that the underlayment is required.
Home Depot corporate didn't reply to a letter from an
attorney, the BBB and several from me. But their invoice clearly
states that all changes to the invoice must be done in writing
and, if not, I can request a refund for materials and labor not
used. So far, I have received nothing to remedy this situation
but a lot of lies. I have everything in writing but it doesn't
seem to make a difference to them. They admitted they were wrong
but will not take care of the warranty problem. We are now into
the fourth month with this and are no further in straightening
this out than day one.
Greg of Portland, OR (09-28-04):
Purchased carpet to replace basement and upstairs carpet. We
were told we would have carpet in 10 business days, turned out
to be 3 1/2 weeks. Had basement carpet installed first only to
find out they shipped us the wrong carpet color. My wife called
the store to find out what they were going to do to fix the
mistake, but has been given the run around for a week now.
We now have a basement that is unusable. My wife's home
office is the main area of the basement and can't be put back
together until this is finished. Our upstairs is only pad, as I
had already torn out the old carpet for the installers to do
their job after installing the basement carpet.
Home Depot is not taking responsibilty for the screw up,
saying it was the supplier's mistake and that their supplier
will have to figure out what went wrong and get back to us. At
this point I would say were screwed because we have no leverage
to get what we want, which is the carpet removed and the correct
color installed. I will never buy from Home Depot again!
Judy of Mobile, AL (8/06/04):
Home Depot installed ceramic tile in my kitched and bathrooms in
2001. After a year the tile started cracking. Several inspectors
hired by Home Depot came out, and declared that the damages were
work-related due to improper underlayment installation. After
this, I went round and round with the store in Mobile and the
customer service department in Atlanta. A woman finally wrote me
a denial letter saying that there was not enough evidence to
support a faulty workmanship claim.
I spent $3500 on the floors, and now they are all cracking in
seams criss-crossing across the kitchen. The value of my house
has been diminished because of the cracking tile, and I am out
$3500 for a shoddy floor.
Michael of Philadelphia, PA (7-20-04):
I bought laminate flooring from Home Depot in March 2004. I was
moving into a new house on June 1st. I arranged to pick up the
product in store. The day I arranged to pick up the product I
was told that is was not in stock. I arranged for another day to
pick up the product. The next arrangement was also cancelled
because the store did not have the product. The same thing
happened on the third time I made arrangements to pick up the
product. After the third time, I cancelled the whole order.
On April 8, 2004 I went to the store on Columbus Blvd with
all my paperwork for a refund. I was told that Home Depot would
mail me a check within three weeks. It is now July 20, 2004 and
I still have not received my refund. I have been in contact with
people from the home office and the original store of purchase
in Philadelphia. I was given the runaround time after time.
People that I was told should be handling this matter would not
even give me the courtesy of speaking to me on the phone. Those
who did were rude and condescending.
Terry of McKinney TX writes (12/2/01):
I bought carpet and vinyl for my home and it was sold to me that
it was guaranteed for life including installation, but now the
seams of the vinyl are rolling up and Home Depot says that it is
Carl of Edgewater FL (6-14-04}:
In the middle of May, we bought a Bruce Engineered hardwood
floor from Home Depot for $7,500, and had it shipped to our
home. My wife and I moved all of our furniture out of the rooms
in which the hardwood floor was to be installed. My wife and I
then went to buy some scatter rugs for the hardwood floors, at a
cost of $600.00.
The installers came to our home to install on 6/2/04. The
installers were to take out all our carpet, remove ceramic tiles
in the parlor in front of our fire place, in front of our glass
slider and remove ceramic tiles in the foyer, 225 tiles in all.
While one man was removing carpets, the other man started
checking the concrete floor for flatness. He told my wife that
the flatness was way off, and that for concrete grinding and
fill it would cost approximately $1,750 for that one room. He
also said the bedroom floor was way off, and that it would cost
a lot to flatten out as well. The man said that even if we got
all the extra work done it would have to be inspected, and there
would be no guarantee that the floor could be laid after all. In
the mean time the installers kept removing tiles and carpet.
Then the man said we just came from a job at Daytona Beach,
and it was going to cost that customer $1,500 for the same
problem with her floor. My wife called me at work to tell me of
the problem and the cost of fixing it. I told her to tell them
to stop work, but it was too late. All the tiles and 2/3 of the
carpet had been removed.
The next day we went to Home Depot and got to talk to Jeff
the store manager he assured us that we would get our money back
as soon as possible. Then he sent a floor man down to our home
to see what could be done with our floors. This man told us that
it should not have cost us any more then $700 to flatten the
floors, but because the installers were the ones that warranteed
the floor we had to do it their way. My wife and I decided not
to go with wood because of the risk and possible cost -- we just
couldn't afford it.
We were now living on 750 sq. ft. of concrete floors with no
coverings, so of course we wanted to get something that will
look good. So we went back to Home Depot to find a carpet. While
there I checked on how soon we could get our money back and
found that we were going to be charged for the work the
installers did at our home at a cost of $381.00. I didn't like
it but blew it off. Over the next week my wife changed her mind
a couple times about the color and grade of carpet, and decided
to buy tiles from another company as Home Depot did not have
what we wanted.
On 6/9/04 we had the tiles replaced in the same areas they
were removed, by someone other than Home Depot. On 6/12/04 we
went to pay for the carpet we had chosen with a credit card.
(Home Depot told us it is better to pay by credit because it is
easier to get your money back if you want to return.)
Well, anyhow, we went to pay for the carpet and that is when
all hell broke out. We had gone to the flooring department to
pick up the order to bring to customer service with the sales
clerk. When we got to customer service a gentleman had trouble
finding the measurements for installers. Dianna, an employee,
over heard this conversation and came to the desk and said "Oh,
you people cost us $7,000 -- we lost $7,000 because of you." I
said "What? What are you talking about?" And then she said that
the company didn't want to continue with the contract for the
carpet. My wife and I didn't understand what was happening.
Then Dianna started calling us liars and I asked what she was
talking about. She ust continued humiliating us in front of two
other employees and one customer. She said that the company
didn't want to do any more business with us. That was very
humiliating and embarassing to us, and she was laughing about
it. When I asked her who said this, and who told her not to sell
us the carpet, she laughed again and said she wasn't going to
Now, what is this all about? We are apparently the laughing
stock of Home Depot. I can't for the life of me understand why
the company would have wasted my time helping me pick out the
carpet and send their men to measure my floors, and then tell me
to kiss off. Is this a store or is this a place where you go to
be humiliated and belittled? My wife and I are very upset and
embarassed by this kind of treatment.
Dawn of Massapequa, NY, writes:
I purchased flooring from Home Depot and had it instsalled about
2 years ago. At that time I contacted them about one month after
it was installed because it was coming up. I continued to get
the runaround. They admitted that there was a problem but
proceeded to put me off.
I ended up going into the hospital and being put on bed rest
due to premature labor of my baby for two months. In that time
my husband brought our open paperwork to me at the hospital and
by mistake the hospital threw it out. The only copy of the
paperwork was in there. Home Depot claims that they have no
record of this since it was over one year ago!
They did come to the house in May and agreed that it was
definitely put down wrong but, once again I am getting the
runaround. They said they would do the job and to come in and
pick out flooring! After calling and calling FOR 3 MONTHS NOW
and picking out flooring they now say that they will not install
"Tapeworm of West Hempstead, NY, writes (6/27/00):
I put down a new kitchen floor (ceramic tiles) with thinset
bought from Home Depot. I had bought 2 bags, one gray and one
white. After putting down the floor and waiting the proper
amount of time for the thinset to cure, I went to walk on it and
foud that all the tiles put down with the grey thinset were
loose while all the tiles put down with the white thinset were
solidly bonded to the floor.
I went to Home Depot and spoke with the asst. store manager
(first name Henry). I explained what happened and he said he
would come to my house to evaluate the problem. When he came to
my house, he looked at the floor and said I used the wrong type
of thinset. Than I asked him why the other tiles were bonded so
well? His reply was that I shuoldn't have used this thinset on
this floor because of a freeze-thaw condition. (Remember- it's
the beginning of June...the temperature is not making drastic
So I asked him why aren't the other tils popping up if it's
the wrong surface? He sidestepped that question by telling me
that he's off on Thursday and Friday and he would come to my
house and clean up all the loose tiles and rebond them to the
floor. At first I said ok, but after having other contractors
evaluate the problem, and also asking the distributor of these
tiles for their professional opinion (they said it was defective
thinset) I went to Home Depot to ask Henry if he had a
contractors license and insurance.
He asked why? I said to him if you're going to work in my
house than you realize you need those 2 things and I also want
in writing what the problem was and what's being done to rectify
it. He said he doesn't have a license any more but would use his
brother's license. Than I asked to speak to the store manager,
Mike, and told him this story. He said to me "No, Henry did not
go to your house". And I replied yes he did and wants to work on
Mike replied that he will get a rep from the thinset
manufacturer to my house to evaluate this problem. After 6 days,
the rep, Pete, came to my house and evaluated the problem. His
first words were "Remember, you get what you pay for". And then
asked me why I didn't buy thinset from the tile distributor. I
told him because I bought the tiles a few months ago and waited
until I was ready to put the tiles down. Than I asked "does it
make a differrance?" He said no and proceeded to lecture me on
how tiles are put down and how his company tests all their
thinset and they never sell bad thinset.
He than made me an offer to supply me with all new thinset,
wonderboard, grout, spacers, sealer, trowels and floats and
asked me if that would make me happy. I said we're making
progress but who's going to come clean the tiles and redo all
this work. He said that he was sure Home Depot would hire a
contractor and I wuold have to talk to Mike to confirm that.
When I spoke to Mike he said Home Depot will not pay any labor
and will only give me what Pete offered. I also tried to contact
Home Depot's consumer affairs office in Atlanta, and spoke with
a Beverly and was advised they would get back to me. I'm still
waiting on that response (3 weeks).
Now my kitchen has been torn apart for 5 weeks, my cabinet
maker and countertop contractor has to wait until this is
resolved, thinset is being tracked onto my rugs, one tile has
already broken, there's no way I can entertain with my kitchen
apart, and the stress of this whole situation is unwarranted.
John of Mendon, MA, writes:
In 1998 I paid Home Depot to install 1,000 sq. feet of carpet in
my home office. The carpet was installed by an 18 year old boy
working alone who cut the carpet in the wrong direction causing
a patchwork quilt of highly visible seams throughout the room. I
called Home Depot twice about the problem with no return call.
Finally I went to the store and complained and they returned my
It was still about 6 months before they actually inspected
the carpet and agreed it had been improperly installed. Again no
follow up until I ultimately visited the store in the process of
looking at carpet for our living room. I was told that when the
new installers installed the LR carpet they could confirm or fix
the carpet botched by the previous installers. If not we could
get a full credit or refund on the mislaid carpet.
What happened instead was that while the supervising
installer was reaffirming that the carpet was installed
improperly, his assistant was lifting my wallet from another
part of the room. I only noticed the missing wallet after they
left and was out $1,300 in cash and checks as well as having to
replace all my credit cards. I called the store right away and
had to call back three times to even get a supervisor. Even then
I coudn't get the store manager.
Eventually they had the contractor call me who only agree to
replace the stolen cash. We set two appointments and he failed
to show for both. This is the worst case of consumer abuse I
have ever suffered in my entire life. I can't believe I have
suffered this type of treatment from a large publicly held
Bonnie in Marlton, NJ, writes:
Home Depot sent their carpet installers out to install 4
bedrooms of carpeting. After 5 and 1/2 hours there was not one
room completed, they had spilled a gallon of paint, which got on
furniture, cut the wrong carpet for the wrong bedrooms, tracked
paint and spilled glue on our 5 month old carpet in the hall,
chipped, cracked and got glue on door ways, had furniture jammed
in our bathrooms so that we could not get to a shower, broke our
closet door, etc...
We have 7 pages of documentation.
Here's an update from Bonnie:
Home Depot has continued to not even respond to the suit,
complete a walk through, our toilet is now leaking again that
they had repaired 3 months after installation of pergo in our
bathroom and now our the pergo is damaged and raising. This is
absolutely phenomenal that they are trying to represent
themselves as "customer oriented" and a wonderful chain of
We have now been going through this with them for 10 months
and our home is still not "put back together" and we are still
incurring expenses for damage and repairs. We already have an