ComplaintsforHome Depot

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct. 28th 2023 we purchased new quartz countertops from Home Depot to be installed when Kitchen was complete. When they came to install in December of **** after measurements were taken, we noticed during installation that the countertops were too tight against our stove and they were pushing in on it out new stove, when we asked them about it before they left, they said that's how it is supposed to be, we then mentioned some other issues and they again said that's how it it. They were very hard to understand as they were employees of a different language, and they also had a hard time understanding me and kept repeating. I did let the company know, but all my complaints were not validated. When it came time to install new flooring a week after cabinet install, out flooring person could not get stove out to put new flooring under, as the counter tops were smooshing the stove in. We had to remove the cabinet between stove and frig to get stove out, we asked them to come back and trim countertop like it should have been from the start, I also mentioned again about the counter tops being so uneven (seen in photos with level), I was told they are fine again, then the workers decided to yell on the phone to their manager in Spanish. Then they said we might be charged for them coming back out, I argued that I told them from the beginning, but they said it was supposed to be that tight. I have never had these kind of counter tops or even counter tops ever installed before and I did not know better. Fast forward all our complaints were thrown back at me, like I did not know anything, and they did, even from Home Depot at the end. Two weeks ago, when our installer for our backsplash came to install our backsplash, he also told us that the counter tops are so uneven and not measured or installed right that he will have to modify our backsplash and we will have to caulk a lot more then we should make things level. We even have large spaces between walls and countertop, so much he had trouble keeping the backsplash from not sinking down between countertop and wall. Home Depot was good in the beginning, but then blamed us in the end and the company they sent to install these countertops was beyond unprofessional and rude. They did not care about our kitchen or home in anyway and they ended up costing us more with the other work that had to be done because of their installation being so off. I am requesting a full refund at this time for our costs and a countertop that is uneven throughout which is still causing troubles.

  Business response

  01/25/2024

  Upon following up with the service provider for the countertop for *****************************, it turns out that the service provider was back out on 12/21/23 to trim the countertop by the stove. The service provider stated that **************** did not bring up the concerns in the complaint and that if she would have brought up anything about the countertop being uneven, they would have addressed the issue. There is a signed installation completion authorization from **************** that was dated on 12/11/23. (Which she signed the date of original installation.) This is a form that all customers sign after a service provider has completed an install. 
  
  

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I read the response from Home Depot and that is not true.  I not only told Home Depot over the phone and sent them the same pictures I sent here to both Home Depot and **** but I also told the workers when they were here, and their response was this is normal, it will be off some.  I am not a professional, hence why I thought I hired professionals to buy from and install, I did not know how bad it was until other professionals installing other things in kitchen told me that this is not right, and they should have fixed it.  In fact, my cabinet maker was here when they came back and heard me tell them multiple times about how off the counter tops were, they just got mad at me instead of fixing.  IF I have to take this to court I will, I already spoke to an attorney as now I have to have someone reliable fix or remove their messed-up counter tops, as I cannot even caulk the backsplash because of the large gaps.  I paid way too much and want money back for this huge mistake as it's going to cost me a lot to fix, since they don't think the unevenness is a problem. 
  
  Regards,
  
  *****************************

  Business response

  02/03/2024

  Reviewed picturs with the ******** Services Manager,the concern that he has saw was the overhang by the stove. The ctop isn't flat being that it is level with her sink (otherwise there would be gaps with her undermount farmsink. The gap in the back of the top is due to her installing a ceramic tile backsplash so 1/4" gaps are cut as a relief.DSM is reaching out to *** owners this weekend, there will be a site visit done by either or both leadership from *** and HD, however need to have her cabinet installers there as well. Contacted **************** this morning to let her know she should be recieving a phone call hopefully Monday with the date of the site visit. She will reach out to her cabinet installer Custom Wood so that they are at the site visit as well.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This complaint is about home Depot online ordering. I could not find a business for that so I put it under a home Depot store close to me.On July 6th 2023, I ordered Amerock hinges, knobs, and pulls for my kitchen cabinet project from home Depot (order number WM39782922). When they were shipped to me I only received the hinges and k**** When I reached out to home Depot customer service for assistance, they stated that they could do nothing to help. They stated that the only way for me to get my money back would be for me to contest the charge on my credit card with my bank. I contacted home Depot support via chat and also via phone call and got the same answer both times that they are unable to replace the products they did not ship **** have tried contesting the charge with my bank a few times but because home Depot can prove that the order was delivered that cannot refund me the money. I do not contest that the order was delivered however some of the items in the order did not arrive. The value of the item that did not receive is $30.32.

  Business response

  12/11/2023

  There was a refund processed for customer for the product that he didn't receive, plus an additional $50 due to the inconvience of the situation. Total refunded to customer's credit card was $80.40 this was taken care of today 12/11/23.

  Customer response

  12/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Ideally their customer service should have handled this when I contacted them, but I appreciate the complaints department refunding me the money and giving an additional credit.
  
  Regards,
  
  ***************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩