The Home Depot — Local services in Kohler

My wife and I purchased a fridge, stove, and microwave from the Kohler Home Depot on Memorial weekend.

The staff was courteous and helpful when selling us the appliances. That helpfulness and warm feelings ended the second the appliances were paid for.

We paid for delivery and professional installation of the appliances.

The appliances arrive and the installers were not professional and the fridge was broke on arrival.

The installers had no idea on how to to install the microwave. I know this because they told me as much. They attempted anyway and damaged our custom cabinets and damaged the microwave.

My wife and I took photos and immediately returned to the once helpful Home Depot. They looked at us and said "sorry not our problem".

I was dumbfounded at the lack of ownership Home Depot takes not only for the product they sell but the contractors they contract with to install it.

We had paid for the extended warranty on the refrigerator and I advised the Ice maker doesn't work. I advised it didnt work upon delivery. Once again they look at me and say "sorry not our problem call the manufacturer".

They were not willing to assist us instead told us to take care of all the issues ourselves.

So for the refrigerator my wife spent hours on the phone with Whirlpool before finally reaching someone who would help. Two weeks later Bob's appliance repair shows up and fixes the issue. Lesson learned from seeing this professional work was why is Home Depot not contracting with him. So refrigerator now is working.

Home Depot can't replicate the custom cabinet so we have to have two custom cabinets built because of the difficulty matching the new cabinet to the adjacent one. So were still working with the installers insurance company who have been responsive up to this point. They recieved the thousand dollar estimate its going to take to make my kitchen whole again. That doesn't even count the microwave if it was damaged during the install. If it was damaged and we wont know until its removed I am fully ready for the Home Depot "sorry not our problem" response. That will once again require us to go through the lengthy insurance process with the installers insurance.

I am a veteran who shops the store frankly because they "support" veterans by providing the 10% discount. A discount they dont extend to appliances I might add.

So it is nearing August and we are waiting for the installers insurance to respond and make the decision on if they are going to replace the damaged cabinet. If they decide not to not much recourse for this old veteran then to just pay for the new cabinet. The cost of suing is not worth it.

So Home Depot I learned a valuable lesson from you. We were going to buy our new flooring from you, not anymore. We were going to buy our new patio door from you, not anymore. We were going to buy our two new windows from you, not anymore. We were going to buy the materials for our family room remodel from you, not anymore.

I learned to use real professionals for professional level service. So my business will divert to the Bob's Appliance Repair and the Tileman of the world. They not only do a great job they stand behind the work they do.

So Home Depot I am sure you give a rat's backside about the loss of my business and loss of my respect. That's fine. I have enjoyed sharing this tale with my friends. I have enjoyed showing the damage to my cabinets to my friends. I will enjoy posting the photos on social media of the work being done to fix what in your words "is not your problem".

Steve Wimmer

Update:

Home Depot has stopped calling or assisting with the above listed issues. We finally hired a contractor to fix the issues and reinstall the microwave. We provided everything Home Depot requested and still nothing. 19 months later and $1000.00 out of pocket later our kitchen is once again beautiful.

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When she was finally able to help, she appeared visibly frustrated that I even requested the item. My family, who was with me, also observed her muttering under her breath—just out of earshot—and becoming increasingly agitated as she blocked off the area and radioed for help. While it became clear the store may have been short-staffed that Sunday morning, that doesn’t excuse the dismissive and unprofessional behavior we experienced.

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