The Home Depot — Local services in Normal

Baffled at how awful the experience with custom countertops has been. I don't know if it is the individual that is communication between the store salesman and the countertop install company but sure seems like it (as opposed to the salesman in the store department). A month ago, we start to get texts from her asking if we are ready to install. We said yes as we had already been to Chicago to solidify the granite color we wanted. Never once did she pick up the phone to talk to us and offer any sort of clarification or thorough conversation. We were told we had to go back to Chicago and pick the actual slab of granite before they were willing to send someone out to measure. Also told by Home Depot to get the kitchen sink installed into the base cabinets ahead of time. The trip was unnecessary - the Chicago showroom showed us the exact same slabs we already saw and said that Home Depot could have offered us the ability to sign off, confirming we had already picked the slab, and saved us the 4-hour, round-trip drive. The countertop guy came yesterday, only to tell us the kitchen sink had to be removed and now has to come back out again. He had no idea why Home Depot would tell us to get it installed before he measured. The process is so broken and communication inconsistent. And now because of her terrible communication and lack of understanding anything, she has the audacity to text us a moment ago, not pick up the phone, and tell us you are charging us $200 MORE for the countertop guy to come back out and measure. I won't publicly say her name on here but the manager will...

Went in the garden center to look for a particular product and was walking around looking for it. Two associates were sitting in the shade by the front entrance of the garden center and never bothered to come ask me if I needed assistance. I found what I needed and left. Later I placed the order for pickup for the next day. The product was a type of bagged rock so I told them on the phone to please stack them on a pallet and shrink wrap them so they would be ready when I picked them up. I called them the next day and they told me I would have to wait for an hour before I could pick my order up. When arriving at the store I went to the service desk and they told me to go to the pro desk. I stood there for about 10 minutes with several associates just walking past me. Finally an employee asked me if I needed assistance. I said no one was at the pro desk and she suggested I go to the service desk. I told her the service desk sent me down here. They finally figured out my order and after another 10 minutes two employees came out with the product on two carts. I told them I specifically asked to have them loaded on a pallet so they could be loaded with a forklift and then I could unload them at my work with our forklift. Why would I want to stack 60 bags in back of a truck and then hand unload them. So then it took another 10 minutes to stack the bags on a pallet and shrink wrap them. I thought Menards material yard was the worst for getting service but now Home Depot is at the top of...

Home Depot contracts with The Countertop Factory for installation. After scheduling my installation date and sending me a long list of instructions of everything I needed to do to prepare for the installation, they failed to tell me that they'd cancelled my installation date. The day of my appointment, after I'd disconnected all of my plumbing and done all of the demolition work in my kitchen and bathroom, I called to find out when to expect them. Only then, when I called them, did they say that they needed to reschedule. So, I went 9 days, including the Thanksgiving holiday, with the only running water in my place being the bathtub.

I had blocked off the whole day to have no work appointments for the original installation date, and then I had to do that again for the rescheduled date.

For all of these inconveniences, they provided no compensation or support. They just expected me to deal with it and wait until they got around to my project. I hope that they haven't done this to families who would have a harder time dealing without running water or to people who would've lost income from blocking off two days away from work due to The Countertop Factory's lack of communication.

So, if you are working on a house that no one is living in, and you are flexible enough to be at their whim, this is a fine choice. The countertops look good, and the installers did a nice job. If you need them to be timely and communicative, do not order...