wonderful time with Home Depot

[Talon]

I started my home construction in June... of last year. When window time came along money was tight so I took advantage of the Home Depot card, figuring I'd have the place done before the card came due.

I ordered 36 windows off their top of the line, think it was Silverline 9500 series. I ordered double hung, double glazed, half of the windows fit for masonry (1st floor), half for frame (2nd floor).

When the windows arrived, half of them didn't fit. A few were damaged. The store rep cam out and tried to insinuate that my contractor measured wrong. He didn't. The correct dimensions were on the window stickers, but the windows were sized wrong. He called me to tell me that they would admit the error and compensate me for my trouble. He told me to make as many windows fit as I could, and he would give me a cash rebate for trying.

We ended up having to reorder 5 windows. A month goes by, and I get a call telling me the new windows are in. The contractor goes to look at them, and it turns out they are the old windows. The factory simply sent back the rejected windows. Of course we reject them again.

A month goes by, and I call to find out whats going on. I find that no windows have been ordered. We go meet with the millwork manager, who despite having all the proof needed that the factory screwed up, still insists that there was a miscommunication on my contractor's part.

We hammer out a replacement order and another month goes by. And another. January of this year I finally get the right windows. Now I'm behind 3 months and my schedule is screwed.

The best part was when HD offered to settle with me for my trouble. They are going to pay only for the windows I had to reorder, which is 5 out of 36. I would have sent back 18 windows if their millwork manager hadn't told me to try to fit as many as possible and he'd give me cash back. I refused the settlement and it looks like I have a fight on my hands.

Months later this still makes me so angry I can't type straight.

[Richard A Hetzel]

Some day people will learn to deal with professionals, even in that field. The local lumberyard would have been a better place to go, both for quality and service.

[ctdecks]

dude,
i have soo many home depot horror stories i would not know where to begin!
paul
http://www.deckspecialists.com/

[Talon]

Well the good part is that a new manager took over that store, and the evil millwork department supervisor got the axe. Everyone I've spoken to at the store seems to have been disgusted with the guy.

The new manager introduced me to the HD "bid room" process. If you spend over $2500 on a single invoice for a single project, your orders go into the room and come out with a hefty discount. I mean, like over 25 percent in most cases. Any further purchases on the same project for any amount are added in as well.
The hardwood flooring discount is pretty small, but on things like lumber, electric, bathroom fixtures, tile, and lighting I received cuts that amazed even my pro desk rep. Of course, the new manager has been personally shepherding my account after hearing the story of my bad experience. He also agreed to give me a partial refund on my window order.

Needless to say, I've dusted off my HD cards and returned to the store again and again, and I'm really happy with these people. Its amazing how much of a difference that a good store manager makes.

[XactimatePro]

I feel your pain and I despise Home Depot. For an example of some of their corporate arrogance and greed check the story where the judge ruled that a loyal Home Depot vendor's invention was stolen. I'm a new member and cannot post the link yet but just search for 'home depot stole invention'. I do admit that it is a necessary evil for me to shop there on rare occasions when the true builder supply store doesnt have the variety of items I might need.