The Home Depot — Local services in New Albany

Had Lifeproof with Petproof technology carpet installed July 2021. When I vacuumed I noticed loose pieces of carpet, thought since it was new that was the reason. After 8 months and several vacuums later, more loose pieces, I looked around and noticed threads sticking out and also other spots that were bare, to the backing. Filed a claim, with New Albany, IN store, where I bought the carpet and had installed. Took a sample, of leftover carpet, for store to send to manufacturer and have tested, told no manufacturer issue, then had store contracted installer come out and say not an install issue. The store hired a 3rd party carpet inspector and that took me reaching out to the district services manager to even get ordered. After 2.5 months I was informed by the corporate office that the store and regional services manager won’t replace my carpet but will refund my money. Told them this wasn’t satisfactory as this isn’t normal wear and tare, as these spots are not even on traffic areas. On top of that I have to purchase new carpet (not from Home Depot) and the cost of carpet and installation is more than what I paid for the carpet/padding/free installation. Store manager, Chris, refused to talk to me during this until I went into the store to tell him corporate had no notes, on what was going on, he informed me they did, yet I had just got off the phone with them. Chris then told me he was having a meeting with the district services manager and after would follow up. Chris followed up, after his meeting, telling me it was escalated to the Regional supervisors boss, which was incorrect. That next day I got a call, from corporate, telling me the Regional services manager said it wasn’t going any higher up and I could take the refund...

Absolutely terrible customer service. Terrible delivery service. Completely awful experience. Very, very rude and unhelpful store associates. Especially a supposed Customer Experience Manager. I went to the store, ordered an appliance, and set up delivery. The day it was supposed to be delivered, they never showed. Got a call at 8pm that they weren't going to deliver it. Rescheduled delivery for 2 days later. Then, I got an email that it was going to be delivered 5 days later. On a day that we were not available. Called the store to sort it out. Was told if we didn't take delivery on the day they scheduled, it would be a month before we would receive the appliance. We decided to cancel the order. Once we canceled the order, it took many, many phone calls, and an entire month before we received the refund. The people at the store are completely unhelpful. They kept making up excuses and giving me the run around. Ended up calling the corporate customer service line. They were slightly more helpful. I had to keep asking for surpervisors before I would get any answers. Eventually, I got transferred to the Resolutions Department. They finally got me the refund. I will drive the extra 15 to 20 minutes to go to Menards or Lowes. I am not going to step foot in Home...

I have normally had good interactions at this location but recently i ordered a dishwasher with an install kit to be delivered. We had to reschedule the delivery. Im wasnt mad about the reschedule, they didnt have the install kit i ordered on the truck, the driver was very sympathetic and apologized for the inconvenience i started getting frustrated when i had to call 2 times to get it rescheduled because they said they would call me later the day the original delivery was supposed to take place and never did. Once i finally got it rescheduled (took two extra weeks to arrive) and they delivered it to the house my wife said they were very rude and condescending towards her whenever she asked if they had install kit. The delivery man told her it was in the dishwasher "like every other dishwasher" i was mad at this but decided to let it go. I travel a lot for work and havent been home plus i had to add a breaker and recepticle for the machine so i didnt look inside the machine immediately. Once i opened the dishwasher i noticed there was still no install kit. So now im out my money and have to buy another kit. I would reccomend just picking up...