The Home Depot — Local services in Ross Township

Carpet Installation Service: Nice Idea, Poor Experience – Beware of the 15% Restocking Fee if Cancelling Installation

Summary: I urgently needed carpet installed to move in furniture. Home Depot's process was slow and poorly communicated. After delays and miscommunication, I had to hire local installers who completed the job the next day. Despite informing Home Depot immediately about canceling, I was informed about a 15% restocking fee.

Here’s a detailed breakdown to help other customers:

Pros: One store manager was very nice, capable, and efficient with my in-store purchases, but another was unprofessional in resolving the installation cancellation issue (refused to listen). The measurement technician was experienced and effective.

Cons: Time-Consuming Process: Booked a measurement and waited a week for the measurement specialist, another week for the installer to contact me, and would have had to wait another two weeks for the earliest installation.

Poor Communication: After paying, I received a call from the installer a week later with the earliest appointment available in two weeks. Home Depot claimed the installer called within a week, but I did not receive it. No email updates or installer contact information was provided, making it impossible to contact the installer before they reached out to me. This could result in losing the refund window while waiting.

Cancellation Issues: I informed Home Depot about the cancellation only one day after finally speaking to the installer and realizing the earliest appointment would not work. Despite my immediate notification, I was informed about a 15% restocking fee. I did not have the installer’s contact information within the three-day refund window, making it impossible to confirm the schedule sooner. The policy is flawed, as it requires cancellation within three days, but customers do not have access to the installer's contact information within that period to learn the earliest available installation date.

Recommendations for Home Depot: Improved Communication: Home Depot should provide email updates and the installer’s contact number so customers have access to the installer to confirm and evaluate the schedule before the refund window closes. Clear Policy Explanation: Ensure customers are aware of the 15% restocking fee policy and understand it upfront at the time of payment, rather than concealing it in the contract that customers sign without fully understanding. Professional Problem Resolution: Be more professional in resolving customer issues. It's not just about the restocking fee; I spent a lot of time communicating in the hope that Home Depot would improve the process for other customers, but unfortunately, they didn't care to listen.

Final Thoughts: Wasted time from initial measurement to cancellation. Local contractors were actually more efficient and hassle-free. Disappointed with Home Depot’s service/problem resolution despite choosing them for...

DO NOT BUY A KITCHEN HERE.

Designed and purchased the second largest kitchen the store has ever sold in Thomasville cabinets.

The kitchen had multiple design flaws that made installation a real problem, I had thousands of dollars in extra labor to correct these mistakes

This is my third Thomasville kitchen so I was very comfortable with my decision to use them, But after this experience I will never buy another Thomasville cabinet ever again we had approximately six broken cabinets one of which was repaired and then shipped out all of which had an inspection sticker on them Which was hilarious because none of this damage happened in transport.

As far as getting help from the Home Depot goes don’t hold your breath once they got my money they couldn’t have cared less I’ve asked multiple times to talk to the Thomasville rep with no luck.

For whatever reason they will not fedex or use any domestic carrier to ship these cabinets they have to come LTL freight which is a joke because no one knows how long it’s gonna take or when it’s going to show up we are racing trying to get this kitchen done for Christmas and had all of these mistakes not been made my kitchen would have been done weeks ago

Don’t plan a kitchen here and don’t buy Thomasville cabinets. The mistakes made by the store and Thomasville have cost me at least $6000 in overages.

In all of the kitchens I’ve installed I’ve never seen worse craftsmanship than I have on this Thomasville order, We had to adjust every single drawer and door, I’ve also never shot so many finishing nails in a brand new kitchen just to hold it together..... and I bought a hardwood Thomasville kitchen! Paid more for better craftsmanship! LOL

Oh almost forgot all the paint and hardware they sent me that didn’t even belong to my kitchen lol, I have 3 different sets of hardware I didn’t order or pay for but my names on it. This store and thomasville are a total CLUSTER** and...

First time at this location, walk in multiple employees are by the door chatting away and not a single one cared to look our way and greet us or ask if we needed help. We found the halloween and browsed what we came for based on what the website said was available. We located one of two items we were interested in. An associate, Dustin, walked by and I asked for his help because if I didnt ask he was not going to interact with us. I asked if he could double check the stock on and item, he pulls out his cell phone and did the exact same thing I did and look up the home depot website. Why doesn't he have a store device to check on hands and locations.?? So he verified by website and NOT an actual store device that the only one left was the display. I kindly asked if he knew if the display was up for sale or not. He asked someone at self check out who then called someone else to ask. He received an answer, came over and let us know we could buy the display and walked off. I tried talking to the girl at self check who I believe her name was Levi and she completely ignored me. So I was left to go through the displays find where the step pad was connected, unplug the device myself and carry it to check out. No discount was given for the product considering it was a display for probably two months and no instructions were with it. I was never even offered assistance to get it to my vehicle. There was no real barcode on the display just the store barcode so the cashier Savannah had to come assist us to ring it out and she even had an attitude with that, but had no issues going back to chit chat with Levi while we were still checking out. This has left a very bad look for this store as it was the first time I've ever visited...