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Home Depot



I wholeheartedly regret going to Home Depot to order kitchen cabinets/counters. We thought we were super lucky the day we designed and placed the order. The young lady that helped us was great and knew what she was doing. We ordered a total of 13 cabinets. The rest from here has been horrendous. We placed our order on 11/11/17 and were told 4 weeks for the cabs to show up. We called on the day after what made 4 weeks for them to tell us cabinets were there and someone was suppose to call us. Strike 1. How hard is it to call when an order comes in? How long would they have sat there if we hadn't made the first move to call and check the status? So we go in to start picking up our order. We have a small truck so we had to make a couple trips. Once we got them home, we stored them in a garage and slowly started opening them up and checking them out. First one we looked at was what the dishwasher goes into. The back panel was cracked. Immediately we loaded it up and went back to HD where they gave us a white one they had in stock (we ordered dove gray), to use while we waited for a new one to come in. We go back home and continue to look over our order. To our surprise, we only had 12 cabinets. 1 was missing. And it was our biggest one (pantry cab). Back to HD we go.... Come to find out, this cabinet never got pulled into the invoice from the design due to a technical issue with the program they used. No biggy - we can wait for that it doesn't affect our counter top measurements. They ordered us one. Back home -- still looking at cabinets, at this point were looking at every single one, already a little frustrated.... 7 of the 12 cabinets we received were damaged. 6 of them were small/minor flaws. Small cracks, scratches, dried paint drips, messed up doors, etc. We had already scheduled our counter top measurement appointment once we knew the cabinets were in, so we were doing everything we could to avoid rescheduling and setting us behind. We settled for the minor flawed cabinets with the guarantee that any doors/face plates would be replaced for free. Most of the flaws could be hidden by the wall, the adjacent cabinets, or counter top. 1 of the cabinets were beyond being able to work with. It looked as though a fork lift had completely smashed the top of the box, and when we opened the box it was horrendous. We loaded it back onto the truck and to HD we went. They ordered us another with no ETA on when it would come in. So at this point we have re ordered countless doors, back dishwasher panel, 36" base cabinet(that were using for a small breakfast bar) and the pantry cabinet. The only one that would hold up the counter measurements was the 36" base. HD gave us a white one they had in stock so we could get the measurements done. When I say "gave" I mean they "gave" us the option and 20% off of it. We bought it -- just to get it set for the measurements and we planned on replacing it with the gray when it came back in. We also got a lousy 20% off any of the flawed/damaged cabinets we decided to keep. So here we are, with the cabinets/replacements for our counters to be measured. It was scheduled for December 26th. Christmas weekend rolls up and we started setting cabinets. Started at the top, and then started the bottom on Christmas morning. We ordered a corner sink base cabinet, anyone who knows about installing cabinets -- knows you start in the corner and work your way out so everything is aligned, level and flush. This corner cabinet was the only cabinet that came disassembled. We get 1/4 of the way to putting it together just to realize they gave us 2 right side panels rather than a left and a right. They run on a track and have a 90* cut out for the kick plate. Christmas day ruined. We're FUMING! Of course its Christmas so we can't call the store. We also can't call the counter top company and cancel/reschedule. Appt was scheduled for 2 hours before they even technically opened. Luckily they called my husband to let them know they were 20 minutes out so he could tell them not to waste their time because we weren't ready. They laughed and said they weren't surprised and it wasn't uncommon working with HD. My husband took off the 26th strictly for this. So there was a day of work, lost. HD apologized and ordered us a left side panel, for free, expedited. We got it a week later. And it was wrong. So here we are, January 2nd, 2018 when we placed our original cabinet order on November 11, 2017. We haven't had a kitchen for almost 2 months. We've surpassed 3 holidays without one, 1 of which we were suppose to host (Christmas). We tell HD it's wrong and we need another one. Expedited QUICKER THAN THE FIRST. It shouldn't take a whole week for an expedited panel. Kim in kitchen designs ordered the panel for us on Tuesday, January 2nd (expedited). And the store manager promised us a tracking number by Wednesday the 3rd. My husband calls to get the tracking -- got the run around. He got transferred 3 different times to 3 different departments by an "assistant manager" named Sean. I finally speak to Karen in KD just for her to tell me that there was no tracking, and that Kim hadn't expedited the order and there was no part# so they weren't even sure if the right panel was ordered. She assured me she cancelled that order and RE ordered the correct panel. Expedited. And promised I'd have a tracking number ASAP. About an hour or so goes by and I get a call from a young woman in Customer Service.... She got a little **** with me and had a slight attitude. Reassured me again that the panel had been ordered and rushed - 2 day shipping. But I wouldn't have a tracking number until Friday... Which means the panel wouldn't even show up until Monday or Tuesday. So another FULL WEEK for a lousy panel!??!?!?!?! Every day that something is wrong, or late, stretches us out even further from having our kitchen finished. We have spoke to countless managers to receive nothing but the run around. We contacted corporate, in hopes THEY could help us out. We were told we'd get a call within 24-48 hours. It has now been over a week. No one wants to help. No one wants to take accountability for the issues at hand. It's always another persons fault, and at times has been indirectly put on OUR shoulders. The one and only person this entire time that has seemed to care AT ALL about our situation is Karen. But even she can't fix everything and I understand that. That's when a manager should step in to resolve further issues. But they continue to drop it on HER. We have spent at least $12,000 at HD in the last 2 months. (And still have renovations to come that we will go to Lowes for.). We have missed work for appointments, and days orders will be in so we can get it done asap. Not to mention the time and gas over the last 2 months almost going back and forth to get this straightened out! The money we have spent on having to eat out almost every single day because we have no kitchen to cook in! We have to wash any dishes we DO use in the BATHTUB!!!! It is completely absurd, and no one in ALLLLLL of HD seems to care about their customers!! After this is resolved, we will never, EVER, step foot in another Home Depot.

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