The Home Depot — Local services in Spokane

This is a difficult one to review. First, we really like Home Depot, its close convenient and the staff is usually pretty great. However, this review is of their carpet and the specialty staff that we dealt with during our carpet installation.

Back in May 2023 we made the decision to purchase new carpet for our downstairs basement. We wanted a high traffic long-life carpet and chose Home Depot because it had a free pad upgrade and free installation at the time. We had received quotes elsewhere but this was the best.

We ordered and waited. We also knew a 3rd party would be doing the install. The 3rd party throughout this ordeal was fantastic to work with. They called a couple days later scheduled the install and we were excited and ready to go!

When the installers showed up however, Home Depot had ordered 2 rolls of carpet. Which, normally isn't an issue but because it was patterned it likely wouldn't line up. And of course it didn't... the installers knew this when they arrived told us they would try but we should seek Home Depot to reorder a single roll. When it didn't line up we called Home Depot and barely got a response. We called the 3rd party installer who took care of the issue and was able to get Home Depot to reorder the carpet. Home Depot eventually called us back and told us that we had selected the middle of the road price option, meaning they take remnants to fill in smaller gaps/areas where the large roll can't get. We didn't know this was an option and were never told by the salesman we worked with. He gave us a price and that was that. The "expensive" option is the one roll for everything so it matches. Little disappointed at this point with the sales team and Home Depot for not explaining. We were also told by the 3rd party installers that the type of carpet we purchased shouldn't be done in such a large area because a patterned carpet doesn't always match and that Home Depot should've told us this.

Two weeks later the 3rd party installers came back and installed the carpet. It looked great! The 3rd party installers were throughout extremely friendly, responsive and took a lot of care in what they did. But... the carpet after one night, started to pill in spots. We vacuumed several areas and noticed fraying and portions unraveling. We called Home Depot and got no response. Again called the 3rd party installers who were fantastic and came right out. They had extra material in the van they brought and we tried some test samples to see if other areas of the carpet not installed would fray. Sure enough, started unraveling.

I was mad at this point. I went to Home Depot and straight ask for the manager. She came out and was apologetic but told me I'd need to file an insurance claim. Keep in mind we bought a carpet with a 25 year warranty and within 24 hours it was undoing in multiple locations... She asked for pictures, which I had, sent them to her and she told me she'd talk to the carpet manufacturer. Within a few hours she called me back and told me the company that manufactured the carpet didn't want to deal with it anymore and they'd refund us for the full amount.

While I was pleased they were taking care of the issue, I was not happy they wouldn't offer and different type of carpet instead since this clearly wasn't working.

In the end, Home Depot sales/staff regarding the carpet install was really difficult to work with which is the reason for the 3 stars, however they did make it semi-right. We ultimately went with another company to tear out and install new carpet since clearly this wouldn't last and happy we did. I would never recommend anyone purchase carpet through Home Depot. Go through an independent carpet company because they actually know what...

Purchased a new garage door opener there on June 24; before the purchase I asked how Home Depot could get installation done. An employee led me to a pad of pre-printed Home Depot-designed handouts explaining how to purchase the installation at the checkout or on-line. After being sent to the wrong place twice by different employees, got in the customer service line about 8:55 pm, but by the time I got to the head of the line it was 9:01 pm. The customer service woman said the only persons who could've processed the installation purchase at the check-out were sent home at 9:00 pm. Took the garage door opener outside & completed the installation purchase on-line after about 15 minutes of work on my phone, costing $87.00. The instructions stated that I would be called by someone from "Clopay Inc." about scheduling the installation. By the following Monday afternoon, no one had called, so I called the store. A manager said he would investigate and call back. No one called by a day later, so I called again and was put through to the millworks department. An employee told me they have no one to do garage door opener installations. I said, "you must be mistaken, because I HAVE PURCHASED AN INSTALLATION from Home Depot." She repeated that, no, I hadn't because they have no one to do it. I expressed great disagreement and she put me through to Jon Kam, store manager on duty. He apologized and said there was no way Home Depot would be doing the installation for me because they had no one to do it. He said his sincere apology was going to have to be sufficient for my inconvenience. I emphasized that I had contracted in good faith with Home Depot and that they could easily locate any one of dozens of available door opener installers in Spokane if their contractor no longer was available. He refused. He said my "only remedy" was a refund. I said, no, my remedy is to get Home Depot to fulfill its contractual obligation with me and that I would use small claims court to compel them to fulfill that obligation if necessary. He said he was going to end the call. I again asked him to confirm he was refusing on Home Depot's behalf to fulfill their contractual obligation. He said, yes, he was, in fact, refusing. The following Friday (July 2), I concluded that, as a non-wealthy person, it wasn't worth my time to go to small claims court (which, in Spokane County is well known as a MERCHANT'S court), so I returned to Home Depot to obtain the $87.00 refund. A different on-duty store manager was present. He showed me nothing but disrespect and almost refused to go through with the refund after impatiently listening - talking over me several times - to what I'd gone through to that point. I asked him when Home Depot turned into such an anti-consumer organization, having in the past almost always enjoyed pleasant interactions there even when Home Depot's standard of service had come up way short. He had no comment. He instructed an inexperienced customer service person (in his early 20s) to attempt to process the refund, but that person didn't know how. It ended up taking me about 45 minutes from the time I arrived before the refund was completed. I told the on-duty store manager that Home Depot had just made me a Lowe's customer for life (not that Lowe's is that much better) and that I would be returning to Home Depot ONLY as a LAST RESORT, if what I needed COULD BE FOUND...

I am currently going through an awful experience and I am writing this as a caution to future customers. I saved up enough points on my credit card to redeem Home Depot gift cards for half the value of a carpet purchase my wife and I had been eagerly waiting to make. As soon as I got the gift cards in the mail we hurried to the north store and a flooring representative helped us complete our order by using the cards and paying the balance with our credit card. We were excited to have this project moving forward and couldn't wait to have our new carpet installed. Typically I, like most everyone else I would believe, would have thrown the gifts cards away after using, but for some reason I kept them on my desk when I got home.

Soon after I got a call from HOM Solutions scheduling the installation. A couple days later I got a call from Home Depot saying that the transaction didn't go through and I needed to come back in, bring my gift cards, and run the transaction again. I asked what would have happened had I tossed the gift cards and they said luckily we don't have to think about that since I still have them?!?! Getting back out there two days later I was told that the gift cards are showing a hold on the funds but they have no idea why the transaction is not pushing through, their finance department won't give them any information. They say to come back in once the pending transaction on my credit card comes off. A couple more days pass, this comes off, I wait another day then come in to only be told there is still a hold on the gift cards and to just come back in again sometime. I tell the rep that I cannot keep coming in for them to continue telling me nothing has changed. That this is not acceptable and nothing proactive seems to be taking place on their part to make this right. I paid for my order, I have my receipt and my used gift cards, but cannot get resolution. This has turned into such an unnecessary clusterf*ck when it was originally such an optimistic and happy experience.

UPDATE

I got a call it had all been worked out. I came in and they started to process the gift cards. At the end they said “Great, everything looks good except one of the gift cards didn’t go through so you just have to come up with $100 and we will look into that card later.” I couldn’t help it, I lost it, after all this they tell me I have to pay an additional $100 and I’m to trust that they will work it out later. I told them this is bulls**t and I’m not paying the $100. They caused all of this and they need to make it right. They guy said fine, he will just cancel the transaction and wait till all them clear, making me wait even longer. At this I got even more livid. Finally a manager came over and asked what he was doing, to just credit the $100 obviously. This took care of everything and it all got wrapped up. My carpet is installed and I haven’t had to deal with...