The Home Depot — Local services in Bowling Green

We purchased a Stonemark quartz Calacatta Vicenza (with Matte Finish) by MSI countertop for a total of $4044.49. The installation date of the new countertop was scheduled by a company named Cutting Edge Countertops. A few days later, I noticed that Home Depot installed the wrong countertop. I purchased Stonemark quartz and color was Calacatta Vicenza with Matte Finish and they installed Belenco quartz color and color is 6114 Belluno. Along with ordering the wrong quartz, the countertop had a series of deficiencies such as: website markings, damages, marks, several gaps between the countertop and the wall, and the countertop is not proportional. Home Depot and Cutting edge countertops also did not let me see the slab, did not inform me of any website markings that are scattered throughout the countertop and that it was from a different manufacturer as well. On 9/8/20 my husband and I went to home Depot in Bowling Green Ohio. We spoke to Thomas Clark who is the representative that sold us the countertop. He was extremely disrespectful, communicated with hostility, and did not give an effort to try to help my husband and I work out the situation. He also raised his voice at us and said,"you are just stuck with what you have and they can install whatever they want.” We then asked Thomas Clark to call the supervisor. We told the supervisor our concerns with our new countertop and showed him the pictures of the damages. The supervisor told us he was going to speak to Pamela Palmerton who is Home Depot’s Customer Order Specialist, and they were going to find a solution to our concerns. On 9/10/20 I called the supervisor and he told me that he couldn’t give me any information and that I had to call Home Depot costumer service. On 9/22/20 Home Depot send Justin from Cutting Edge countertop to inspect my countertops. On the day of the appointment Justin called me to reschedule my appointment for another day, preferably in the morning. He said that he was ordered to remove the website markings from the countertops nothing else. I called Home Depot and explain to them that they didn’t install the right countertop and removing the “Belenco “ brand was not going to resolve the problem. Later I received an email from Home Depot. They expressed within the email, that they were not going to fix my countertop. They also accused me of refusing Justin from Cutting Edge Countertops from entering my house, which is a false statement. Then I contact MSI. The MSI representative told me that the countertop Home Depot installed was not their product and that their countertop did not have belenco markings. The MSI representative offered to arrange a three-way call with Home Depot, so that he can find out what was going on. He called Home Depot and we spoke to Pamela Palmerton who is the order specialist. She told the MSI representative that she did not know anything about my order and was not allowed to give any information about it. The MSI representative asked her to transfer us to a supervisor who did not answer the phone. I also emailed Belenco quartz and they told me they don’t manufacture Calacatta Vicenza matte. Do your homework before purchasing countertops from Bowling...

Horrible experience with one individual working there, Pamela Palmerton, customer order specialist, the installation coordinator. Do not get me wrong! Home depot is great, great products and prices, and a lot of great people working there too. There were several issues with the whole process, messing up with wrong products, delays, and poor installations, but most people are willing to help and make it right. However, if you want to install flooring, Pam is the one you want to avoid!!! She is carrying the title, but she will never respond to your call or email, no answering and no returning calls. she does not care about you nor your projects at all. She is incompetent and no interested in assisting customers at all. She will accuse you trying to take advance of home depot when she messed up the work and would not even to learn what happened. The sad part is the management is aware of the issue with Pam and not surprised by the reoccurrence, but apparently continue to tolerate the behaviors and let it keeps happening over and over. How pathetic that such a huge company cannot really do anything with a bad employee who is affecting the business and the reputation negatively! Home depot compensated me with some refund, much appreciated, but again, the issue is still existing and continuing to harm the customers. Also very disappointed, general manager of the store never reaches out to address the issues. guess he/she is too busy. Home Depot is selling products and services both, correct? Again, DO NOT USE FLOOR INSTALLATION THERE; IF YOU HAVE TO, MAKE SURE YOU AVOID PAM AT ALL...

This is the first review I have ever written for a business, but I feel so compelled to do so just because of how poor the customer service was. I rented a truck from Home Depot and was met at the service desk by Nikita (I believe the spelling is correct). By far the worst customer service experience I’ve ever had. She was rude and unhelpful, let alone unprofessional. She ordered me to put my card in to charge me for the rental and when I asked for a breakdown of the charges (since it was higher than the total I was given online) she said she didn’t know, shrugged her shoulders, and walked away. As a customer spending a decent amount of money, I should get more respect than that. Her “inspection” of the vehicle was inadequate as well. Didn’t even walk around the vehicle and even told me not to go out to look at it with her. Finally, I asked for a copy of the rental contract (since I was hoping it would have a breakdown of the costs) and she said, with much much attitude, “you said you didn’t want that”. The customer is ALWAYS right. It doesn’t matter what your personal thoughts or opinions are...you please the customer. I’ve worked retail my whole life and that’s a basic concept. I do not plan on shopping at this location again. Home Depot, you need to take a better look at...