Need Flooring? Don't order from Home Depot!

[Rotortrash]

After decideing on laminated wood flooring, we searched a LOT of options. Ultimately decided on Home Depot due to them having a Pergo product we loved, 0% financing, and a $397 install special. We were told from the beginning the floor would be at the store in 7-10 days, and the product would have to be in my house for 72 hours, then they would install it. My wife and I both believe we will have a new floor within the next 2 weeks................. WRONG!

Late December- Decide on flooring, agree on a product, arrange a home measurement. Lady in the flooring department types with 1 finger, takes 30 minutes to take down address, number, etc.

Early Jan.- Home is measured- 630 sq. ft. of flooring to be installed

Jan. 6th- Complete purchase, pay for flooring. Again told it will be 7-10 days. No one in the store knows how to use the new financing, checkout takes 40 minutes. (we have a 3 year old, so this is a LONG time)

Jan. 16th- Ask about flooring arrival date, told it is 7-10 BUSINESS days. flooring is to arrive at weeks end. Speak with manager, recieve free delivery due to miscommunication.

Jan. 20th- SOME flooring arrives at the store, and it is damaged. The rest is on back order. I'm starting to get mad.

Jan. 26th- remainder of flooring FINALLY arrives. They schedule delivery for saturday, and arrange for the installers to call me.
- installers call, FEB 13th is the first avail. install date! I accept, and ask to be put on the list to be called in the event someone else cancels.
- call store to voice displeasure, threaten to cancel the order (bluffing, kinda), the expediter INTERUPTS me midsentence to say she can authorize a refund! I ask for a manager, she promises one will call Fri. morning. she delays the delivery until I speak with a manager.

Jan. 27th- NO CALL!

Jan. 30th- Manager calls, most cocerned person yet. while I'm on the phone with him, install company calls wanting to install the next day, but I have NO FLOORING AT MY HOUSE! Had I recieved the call on friday, the delivery would have happened, and I would have a floor! Manager agrees to get the flooring to my house ASAP, we schedule delivery for NOON, on wednesday.

Feb.1st- Delivery company calls to confirm time, my wife says "yes, I will be here by NOON." (delivery is supposed to call 30 miutes out) We never recieve the call, wife arrives at NOON to a note on the door, "sorry we missed you".
I'm PISSED! and 100 miles away! I call the store, leave a message for the expediter saying I'm on my way there, need to see the manager.
- Turns out, the delivery company was back at the store unloading my "undeliverable merchandise" at 11:25! Manager promises to "make it right", as well as delivering my flooring that night in his own truck.

Feb. 6th- Install company calls, we have a Feb 7th install date! WOO HOO!

Today, Floor is being installed, this is the second a final day of install. It looks GREAT!

All this could have been avoided on day 1, had they said 7-10 BUSINESS DAYS in the firsts place, and told us of the 2 week install back log that is apparently the standard wait for install.

To top it all off, I pulled the carpet and tile early on, so we've been on concrete floors for about a month.

We'll see if the Manager does anything or not.

Cliffs Notes: Avoid the Lake Worth Home Depot if you need flooring.

[80coupe]

Nexted time get a hold of dumpy he owns a flooring supply store.

[Rotortrash]

That would have been valuable information BEFORE we ordered the floor!


We'll keep him in mind for the next round, thanks Clint!

[ceyko]

Ya know, I feel your pain there. I got into those situations with the estimate in my head and then I double it.

Now ya sort of know how builders probably feel.

[80coupe]

That would have been valuable information BEFORE we ordered the floor!


We'll keep him in mind for the next round, thanks Clint!

lol'd sorry i figured everybody knew already.

[STANGGT40]

After decideing on laminated wood flooring, we searched a LOT of options. Ultimately decided on Home Depot due to them having a Pergo product we loved, 0% financing, and a $397 install special. We were told from the beginning the floor would be at the store in 7-10 days, and the product would have to be in my house for 72 hours, then they would install it. My wife and I both believe we will have a new floor within the next 2 weeks................. WRONG!

Late December- Decide on flooring, agree on a product, arrange a home measurement. Lady in the flooring department types with 1 finger, takes 30 minutes to take down address, number, etc.

Early Jan.- Home is measured- 630 sq. ft. of flooring to be installed

Jan. 6th- Complete purchase, pay for flooring. Again told it will be 7-10 days. No one in the store knows how to use the new financing, checkout takes 40 minutes. (we have a 3 year old, so this is a LONG time)

Jan. 16th- Ask about flooring arrival date, told it is 7-10 BUSINESS days. flooring is to arrive at weeks end. Speak with manager, recieve free delivery due to miscommunication.

Jan. 20th- SOME flooring arrives at the store, and it is damaged. The rest is on back order. I'm starting to get mad.

Jan. 26th- remainder of flooring FINALLY arrives. They schedule delivery for saturday, and arrange for the installers to call me.
- installers call, FEB 13th is the first avail. install date! I accept, and ask to be put on the list to be called in the event someone else cancels.
- call store to voice displeasure, threaten to cancel the order (bluffing, kinda), the expediter INTERUPTS me midsentence to say she can authorize a refund! I ask for a manager, she promises one will call Fri. morning. she delays the delivery until I speak with a manager.

Jan. 27th- NO CALL!

Jan. 30th- Manager calls, most cocerned person yet. while I'm on the phone with him, install company calls wanting to install the next day, but I have NO FLOORING AT MY HOUSE! Had I recieved the call on friday, the delivery would have happened, and I would have a floor! Manager agrees to get the flooring to my house ASAP, we schedule delivery for NOON, on wednesday.

Feb.1st- Delivery company calls to confirm time, my wife says "yes, I will be here by NOON." (delivery is supposed to call 30 miutes out) We never recieve the call, wife arrives at NOON to a note on the door, "sorry we missed you".
I'm PISSED! and 100 miles away! I call the store, leave a message for the expediter saying I'm on my way there, need to see the manager.
- Turns out, the delivery company was back at the store unloading my "undeliverable merchandise" at 11:25! Manager promises to "make it right", as well as delivering my flooring that night in his own truck.

Feb. 6th- Install company calls, we have a Feb 7th install date! WOO HOO!

Today, Floor is being installed, this is the second a final day of install. It looks GREAT!

All this could have been avoided on day 1, had they said 7-10 BUSINESS DAYS in the firsts place, and told us of the 2 week install back log that is apparently the standard wait for install.

To top it all off, I pulled the carpet and tile early on, so we've been on concrete floors for about a month.

We'll see if the Manager does anything or not.

Cliffs Notes: Avoid the Lake Worth Home Depot if you need flooring.

send the ceo an email (Frank_Blake@homedepot.com)... they really pissed me off over a pricing issue, and i sent him an email...it was fixed about an hour later. basically, i asked them to price something (along with a few others)...they had the best price, so i sent my wife over to pay for it and the price changed, when she was paying...it went up several hundred dollars. i was in a bind because i already had someone lined up to install it, so i went ahead and paid. i sent frank blake an email (along with my pro rewards info so he could see how much i spend), and i told him how displeased that i was (they were also very rude about the whole ordeal)...i told him that i wouldn't buy as much as a screw from home depot, even if they're across the street. i was a little upset at the time... i figured it would be an email that would likely never be read...less than an hour later, i got a call from home depot corporate...they told me what they planned to do, to resolve the situation, and the manager of the store called me to confirm and apologize. they refunded the difference, from what i was quoted to what i was paid, which was perfect for me. they called back to make sure that i was taken care of and treated well, etc. i was pretty impressed with how well they handled things.

[GeorgeG.]

I don't think it was reasonable to take it out on them for a product that became backordered...which is probably why they missed their initial estimated delivery date. Then to get more pissed because someone offered to complete what you just threatened to do (the refund).

I know that can be frustrating but no reason to fuck up everyone else's day because you had to walk on concrete floors for a while. I'm just saying...

with the exception of the employees, just about every part of that transaction is automated. No reason to take it out on employees that had nothing to do with that.

[Rotortrash]

I don't think it was reasonable to take it out on them for a product that became backordered...which is probably why they missed their initial estimated delivery date. Then to get more pissed because someone offered to complete what you just threatened to do (the refund).

I know that can be frustrating but no reason to fuck up everyone else's day because you had to walk on concrete floors for a while. I'm just saying...

with the exception of the employees, just about every part of that transaction is automated. No reason to take it out on employees that had nothing to do with that.

Either I wasn't clear, or you're reading too much into it. The floor being back ordered was not the main issue, it was the fact they misled how long it was actually going to be, i.e. 7-10 days instead of 7-10 BUSINESS days. They also mentioned something about a pricing issue delaying the order, which should have generated a call to me. The backorder was just icing on that cake, and only the beginning.

As far as the refund, that upset me because of how fast they were willing to give up a sale, instead of fixing a problem.

I know things happen, it all comes down to the lack of customer service when they handled each situation. I had to go all the way to the store manager before some one finally said "this wasn't supposed to happen this way". Communication goes a long way, and tell me the truth. That's all I ask.

[GeorgeG.]

I hear what you're saying and can agree with the communication thing. I guess I've learned a long time ago to not put stock in what order takers say.... unless they're on the other end loading the truck or they're booking the installers calendar, I'll usually set it in my mind that it won't go that smoothly... especially when it involves placing a specialty order.