Home Depot Is Dead to Me (DEAD!)
Every now and then here on FilteringCraig, I have to lose my mind over a product, or a store, or a service, that has been so completely and utterly brutal that it deserves the fire and brimstone from the depths of my angry soul. Home Depot has drawn such ire at this point that I think this puts them at the top of the list.
All this started because Jen and I decided to buy some new furniture. We bought a bedroom set including a king size bed, and a dresser. We also bought a very nice three-piece leather sectional that was uber-comfy in the furniture store showroom. I imagined days upon days sitting on my butt watching sports and movies on our beauteous LCD TV complete with Media Center PC. Cue the needle scraping across the record on the record player (even though most of us are at least on CD’s if not MP3’s. Come to think of it, the needle scratching off the record is something I am going to miss when it becomes completely culturally irrelevant at some point in the future. ANYWAY…)
The couch wouldn’t fit in the house. The knuckle-draggers from the furniture store were unable to get it into our house. Not through the front door. Not through the side door. Not even through the five foot (2.5 foot opening) sliding glass door on the side of our humble abode. Not after taking the smallish feet off of the couch and trying many different angles. The couch wasn’t coming in.
What to do, what to do? See, I had already given away my old couch, which I truly didn’t want anymore. I really wanted this new couch. We had talked about getting French doors put in the patio to replace the nasty old sliding glass door. We called the furniture store and told them to hold the couch in their warehouse. We were getting new doors to spruce up our house and so we could have our new couch delivered through brand new French doors which would open up wide enough to use the full five foot opening in the side of our house.
After a few measurements and a bit of research we headed to Home Depot. We found out that our 60 inch opening was atypical for French doors. We found out that they never keep them in stock. So, we started looking through catalogs at 5 foot wide French doors. And then, armed with information, but still in need of expertise, we started working with a Home Depot salesperson to get some doors.
First things first, we said we didn’t know what we wanted to do in terms of installation. I have access to people who can do things like install doors. That being said, time was of the essence with my couch sitting in a warehouse and not in my family room. So, I asked the sales associate if it mattered if I had installation lined up yet or not. She told me that it didn’t matter at all. “At any point in the process, you can choose to have Home Depot install your doors.” (***Note this phrase.) So, she guided us through all the options with our new French doors on her computer screen. She assured us that the doors and entryways are all pretty standard. She plugged in some approximate measurements and we made some decisions on materials, and away we go. We paid for the door on our credit card and left Home Depot with a sunny disposition knowing that our new doors, and thus our new couch was on the horizon.
After talking to some people about getting our door installed, it seemed to be too much of a hassle, so Jen and I decided to use Home Depot to install the doors. In their store, they list a basic door install price of $349. Being a savvy shopper, I knew that it couldn’t possibly come in that cheaply. I was sure that our door would cost more than that to install. We called and the install company sent someone out to measure the opening. At this point, I assumed that he was just out to figure out how many shims and sealing materials he was going to need for our door. Then, right before he left, he said some magical words to me. “The good news is that the door you ordered is going to fit.”
Cue the scratching record sound again.
You mean there was a CHANCE that our standard sized door wasn’t going to fit? We ordered a door that might or might not have fit in the side of our brick house? Apparently, standard Home Depot door installation process has the install company come out and measure the opening FIRST. Before ordering the door. Apparently the opening sizes aren’t quite as “standard” as they led me to believe. But still, we dodged a bullet because the installer assured me the door we ordered wasn’t going to be a problem.
Now, maybe I should have known the standard process. Maybe I should have logically figured out that a real professional measurement by someone capable of installing the door was in order before you buy the door from the manufacturer. But I never claimed to be an expert. I was looking for advice every step of the way, and I took Home Depot guidance.
So, the installer sent his measurements and estimates back to Home Depot and I got a call from a manager at Home Depot telling me that the estimate for installing the door was in. Including labor, materials and everything else my install price was going to be $811.
Cue the scratching record again. EIGHT HUNDRED AND ELEVEN DOLLARS? I said earlier that the standard listed install price on the sign in Home Depot was $350. I knew that it was going to be more expensive than that, but MORE THAN DOUBLE THE PRICE??!?!??!? WOW. After complaining a bit about the bait and switch that I felt like they pulled on me, they were able to lower the price to $762 by not charging me for some of the molding and materials. I still felt like I was the victim of a robbery at best and a raping at worst, but my thoughts again moved to the couch in the warehouse that I so desperately wanted to place my butt on to watch the Indians and cinematic gems from my media center.
I gave in and said “go” to the install. Keep in mind that after waiting for the door to be shipped to the store and waiting for the measurement and all that jazz, we are about four weeks into the door process. At the beginning, I wanted this door thing to be a two week ordeal before realizing that nobody carries any inventory of 60 inch French doors.
Install day arrived, and coincidentally it was also the Indians’ home opener. I met the installer at my house and he started out by throwing the tape measure around. Then he went to the truck and threw the tape measure around my door. After some time, he started taking molding away to throw the tape measure around some more. Then again, back to the truck.
I don’t think I even need to say it at this point. You all probably know where this is going. The installer claimed that he was 5/8ths of an inch too big for the opening and it wasn’t going to work. He said he was going to take the door back to the store, but that he was sure we would get it all worked out and I would eventually have a new door. I was massively disappointed. My stomach turned to knots and honestly, it was a level of frustration that brought me to a serious level of dejection that I haven’t seen in quite some time.
Here we were about five weeks into a process that began because I wanted a new couch. All this because we couldn’t get this couch in my house during a furniture delivery.
And then my dejection started to turn to anger. Upon leaving, the installer made a flippant comment. “Well at least now I won’t have to miss the Indians game.” I didn’t say anything, but my blood was boiling. I don’t know if he was avoiding the install because of the Indians home opener, but now, with that comment, the installer at least opened up that suspicion. Either way, he took the door back to Home Depot.
And this is the part of the story where we get to meet Jeff. Jeff is a manager at the Home Depot in my area, and I didn’t even change his first name to protect him. Why? I don’t care about him. I have never really gotten into a screaming match with someone on the phone before I met Jeff. He is the reason that I will do everything in my power for the rest of time to keep from giving a dime to Home Depot.
Jeff called me to follow up on the failed installation. One of the first things he says to me is that he is trying to figure out how it is that my measurement came after I ordered the door. I was confused by the line of questioning and finally asked Jeff how, exactly any of this was helpful to me as a paying customer to get my door installed. And he said to me, “Well, I have already talked to my manager and you are supposed to get measured before you order the door. You ordered a door that is too big for the opening and we aren’t going to take this one back.”
CUE 357,863 RECORD NEEDLES SCRAPING, BUT NOT IN UNISON. EACH IS DELAYED FROM THE LAST BY SOME NUMBER OF MILLISECONDS CREATING A RECORD SCRAPING CACOPHONY, THE LIKES OF WHICH THE WORLD HAS NEVER EVER HEARD.
This is when I started screaming at Jeff. “Let me get this straight. You are questioning me in hopes of figuring out an order of events where I am to BLAME so you can get out of having to take this door back into inventory? Do you treat all your customers like criminals? Do you think I went through this process ordering your employees around, or do you think I was following their advice along the way? I was assured that I could choose Home Depot as my installer at any point along the way. I would appreciate you helping me find a solution to the problem we have rather than looking to stick me with building inventory. You are the ones who sell building supplies for a living NOT ME.”
Of course, my rant was interrupted multiple times by him trying to get a word in edgewise, but I lost my shit. I lost it to the point that I actually had a pain in my voice from clenching so badly while I was yelling. I have never been so livid at any store in my entire life. I understand that Home Depot didn’t want to take the door back because I am sure they are graded as a store on inventory efficiency, but don’t be confused. Inventory isn’t Home Depot’s primary business. Customer Service is probably number one, followed closely by building supplies. Jeff was trying to maneuver to the point that he wanted the customer to be so dead wrong that he would have to buy a second door and be stuck with the first door that possibly wouldn’t fit into an opening in his house.
At this point, I start reaching out to those resources that I had in the first place to possibly take over installation duties of this door. If the opening isn’t wide enough then we are going to have to do something about that. I couldn’t possibly eat the money it cost me to buy the door. If I wasn’t going to get anyone to work with me at Home Depot, I would at least try to make the best of it. My uncle came out, measured the opening, and then went to Home Depot with my receipt and demanded to measure the door. By his estimates it is going to be REALLY tight and we might have about a half inch of room width-wise in the opening to get the door in. That is not a lot of wiggle room, to be sure.
Still, it looks like we might have a door installation take place sometime in the next two weeks, and then I can get my couch.
Is it any wonder that I have been playing Call of Duty 4 so much lately? I have been working on gaining experience points based on killing, and more specifically the number of headshots you can rack up. Is it any wonder at all?
But it doesn’t end there. I officially canceled the Home Depot “installation” this morning and they wouldn’t refund the total amount. When you get measured, it costs $30. That money goes toward the installation price, but there is another destination charge in your installation fee which is non-refundable. That fee is $50. So, they weren’t able to refund the $50 destination charge where the guy came and couldn’t install my door after the measurer told me there would be no problem. So, basically they extorted $20 from me at best and $50 from me at worst. And the nerve of the woman on the phone to say, “It’s only $20 because the measurement was $30.” I told her to go ahead and process the refund, but that she shouldn’t say “It’s only $20″ because I basically paid that $20 FOR NOTHING AT ALL.
Congrats to all those of you who made it here to the end of this post. I appreciate you listening to me vent. Hopefully you will learn from my mis-steps and the retardation of the dummies who helped me get to this point in my journey.
Here’s hoping that this story eventually ends well. In the meantime, screw Home Depot. Never again. You are truly dead to me.
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10 Responses to “Home Depot Is Dead to Me (DEAD!)”
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Craig,
I feel your pain. For quite some time now, when things like this have happened to me, I have written a letter to the chairman of the company. The last time I did this, it was a national retailer, someone you’d find in an upscale mall. I ordered some furniture and a 9-month ordeal followed. At the end of the story, I wrote a letter to the CEO of the company. I received a personal letter in return with a $150 gift certificate for my troubles. You may want to try it. Most of your story is already written up in your post (with a little editing of expletives of course). I find that a well written respectful letter gets the attention of someone. Things that go to the chairman generally do not get blown off. They get rerouted to someone who might actually pay attention. Don’t tell them you’re done with HD for life, stress how you trusted them, went to them for advice, and they let you down and caused you great strife and stress, etc. End the letter with a request for what you want them to do to rectify the situation…what would make you feel better. Be reasonable.
Now, if you receive no response to the letter in 30-45 days, THEN badmouth them from here to kingdom come and beyond.
Let us know how it turns out if you do it..
*Whistles in the corner*
On the plus side you’ve made a friend very happy with his new setup.
Two things…
1) I guess you have never seen the news specials about NEVER choosing a Home Depot Installer.
2) Second, call your credit card company and dispute any charge for this door. Tell Home Depot to go fuck themselves and take you to court if they want there $20. Your credit card company will back you if you explain you ordered merchandise under there advisement and it was defective.
Chris D.
Whatever happened to Forest City? Call the home office of Home Depot — in Atlanta, I think. Arthur Blank, present owner of the Falcons, founded it — take some solace in knowing that he had Michael Vick to deal with.
dude, Lowe’s is way better. Plus I know like eleventy million people in the trades, you could’ve asked. It would’ve been done for much less than $811 and we would’ve measured things before giving you your RO dimensions. 60″ is a bitch of a size for french doors, but more of a bitch is gonna be that 1/2″ leeway in your RO. It’ll fit, but getting it plumb square and level might be a challenge.
holler if you need assistance.
My suggestion? http://www.consumerist.com
Companies have started noticing when folks get their stories published on consumerist.com, and they’ve got plenty of info on higherups in all sorts of companies. I say go for an EECB (Executive Email Carpet Bomb) and cc the consumerist. It will be interesting to see how it turns out.
Wow. I was about to order a door from HD..but now, coupled with the complaints on comsumeraffairs.com, there’s no way. Sorry to hear about your troubles. I agree with Kelly. Write a letter to the CEO and complain about your experience. Hopefully, they will reimburse you somehow.
FRANCIS STANTON BLAKE
CHAIRMAN/CEO
HOME DEPOT INC
2455 Paces Ferry Road
Atlanta GA 30339-4024
United States
Work: 1-770-433-8211
without knowing what manufacturer you chose for your door,its hard to know the exact unit size.. with that beeing typed,im guessing your r.o. is 60″x80……this should be a “standard” size door,measuring exactly 59 1/4″x79 1/2″……..some come in at 58 1/2″x79 1/2″ at any rate im guessing your uncle will be able to set this door in the rough opening with relative ease and maybe some minor labor to trim it…. good luck installing your door and im always angered to hear someone having trouble with a hd door install.. ive installed doors for hd for 18 years everyday….JUST DOORS!!! doors ….doors ….doors and more doors….
please post the outcome…im curious …thank you
I HATE HOME DEPOT, TOO!!! I’m in the process of filing small claims against them, and decided to find fuel for my fire…well, you said it, and many others, too!
Here’s my story…
On July 28, 2006 we purchased a pre-finished Masonite Meridian-style mahogany entry door from the Freehold, New Jersey Home Depot store (store#0961). We were explicitly told the door required no maintenance within the first 2-3 years of installation because it was a pre-finished door. We were also misled to believe it had a 10 year warranty, not a 1-year warranty. (As a side note here, Home Depot NEVER had a 10-year warranty. I spoke with a list of other Masonite suppliers who informed me Masonite makes a lesser quality door for Home Depot, and therefore they have a 1-year warranty) The door was delivered on Sept.26, 2006, and installed in June of 2007 following the completion of our renovations. On or about March 30, 2008 we noticed a split in the header of the door slab. This defect is covered by warranty, so we immediately contacted Masonite and Home Depot. After repeated attempts to have the door replaced, we were told (1.) the warranty would only be one year from the date of purchase (why not install?) since it was purchased from Home Depot; and (2.) we had ultimately voided the warranty, regardless of time frame, by not sealing the door within 45 days of installation. Home Depot told us they would give us a settlement of $250 in the form of a gift card. Like I want to buy anything from them!!!
When we purchased the door the salesman, Chris, dissuaded us from purchasing the less expensive Steel door, assuring us the Mahogany door was constructed with a unique criss-cross pattern to the wood to prevent splitting and warping; and that the door did not require yearly maintenance, but only a clear coat of varnish every 2-3 years. We came to realize after the fact we were never given any care/maintenance information, which may have been helpful here, but we are the buyer, that’s their responsibility to supply us with that information. How would I know to ask for it in writing??? The Home Depot employee/salesperson misrepresented both the length and terms of the warranty and for this we are seeking damages in the maximum allowable amount of $3000.00 (original costs: door+install = $ 3300.22) to replace and install the new door.
Our attorney has sent 2 certified letters to the Atlanta, GA address. The first was returned, the second was delivered. We demanded a response within 10 days or we would file with small claims. THEY DIDN’T EVEN HAVE THE COURTESY TO RESPOND!!! So, here I sit, sharing my story with you and stamping the envelopes with the small claims information contained therin.
I’ll keep you posted and let you know what happens.
HOME DEPOT SUCKS!!!
Oh, and PS–they never came out to measure ANY of our doors prior to install until the Anderson we installed this past spring. Had I know where the above was going I would never have purchased the Anderson from them…that’s my last purchase FOREVER! Good bye HD, Hello Loews!
Craig,
I am planning to purchase three sets of French doors to replace the old ones. I went to the Lowes website in an attempt to get some estimates of cost. I noticed they didn’t give prices, and that’s exactly what I was interested in so I went to the Home Depot web site, and that is when I discovered your post.
Let me digress for a moment. I relocated to Palm Bay, Florida 7 years ago and became a property owner. The first thing I noticed is that a Home Depot was in this town, and I visited often as I wanted to improve my property. I won’t go into all of the chain saws I had to purchase and exchange before finally getting one that worked to my satisfaction. BUT AT LEAST, AT THAT TIME HOME DEPOT EXCHANGED EVERYTHING IMMEDIATELY WITHOUT QUESTION. That policy has henceforth changed, and now it’s easier to cross the Rio Grande illegally than it is to refund/exchange at Home Depot.
But I will share my real bitch with Home Depot. They sell their premier ECHO line of outdoors power equipment. The equipment is great and used by professionals all the time. So do you think they would stock the typical maintenance equipment for the owners of ECHO equipment? I would thin so, but not only do I have trouble finding normal ECHO maintenance products in stock, but I have traveled 10 or 12 miles north to the other Home Depot and they don’t have the shit either. Is this a conspiracy, or do they don’t want to make more money, or are they this disorganized, or do they like pissing people off, or maybe they just don’t give a shit!!!
I will share with you that I was using a Home Depot employee for some “honey-do” projects around the house, and he privately informed me that Home Depot was formerly a real fortune-500 take-care-of-your-employees type of organization for many years, but that ended and they turned typical cut-throat, end the benefits, cut the bowling team, Let’s pay the stockholders and screw everything else.
Bottom Line - thank you so much for saving me not getting tanked on 3 sets of french doors from Home Depot. I think I’ll shop elsewhere. And by the way, I LOVE the manner in which you expressed yourself in your post. You’re a hell of a writer, I felt like you were in the room talking to me. You cracked me up. I don’t know what you do, but if writing isn’t a major part of it, you’re missing your calling. Thanks again, Daniel Silvestri Palm Bay, Florida