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Karen D.

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80

1 Review by Karen

  • Home Depot

7/1/22

This is a bit long, but I'm hoping you please read all of it. I've been waiting on the finish of my renovations to post this for the end result.
I started a kitchen renovation last October. Worked with a designer from Home Depot. She was difficult from day one, and at times rude. Annoyed at any of my changes. I thought that was the idea of a designer, was to help you get the right fit for your space and needs. Unfortunately, lowes could not do the things I needed in their mid line cupboards. Was promised my custom order cabinets from Home Depot for the last week of November. Enio took the week of December 12th off to allow for a couple week delay. Cupboards did not show up. When I started to press the designer in December about the delivery, she would not take my calls or answer my emails. I find out the first week of January that she retired December 31st. I guess the reason of her lack of enthusiasm for my order.
As the order showed up January 14th, it was clear there were issues from the moment we opened them.
As we started installing, drawers were breaking, doors were falling apart, there was damage to several pieces and somehow the sink cabinet was water damaged?
Worse, the island was completely the wrong color and there were many wrong cabinets.
The designer missed the measurements. The window wall was short space by 9" for the cabinets. The over range cabinets allowed only 19" of space to the range hood. Code is 30". My 48" gas range is in her pictures.
The pantry wall had 3 sets, to be 24" deep, one of the uppers was only 12" deep. I guess to attach to thin air? The designer sold me $400 worth of soft close hinges as she said my order did not come with them, but they did. She should know her product. The pantry wall was 5 1/4" from the ceiling when the rest of the cabinets are 4 1/4". Leaving issues with the crown moulding. The island is a very, very dark grey, nearly black which was to be light grey for a mild contrast to the white cabinets. The fridge upper and panels are so tight, you can hardly fit the fridge. Etc, etc, etc.
As I obviously made complaints to Home Depot immediately. I was given what they call a resolution specialist. This person promised everything fixed. By this point I have been living with no workable kitchen for 3 months. 7 people. The specialist took longer and longer to get back to me, each time promising answers by the end of day. One of his emails, tells me that he has such serious problems far greater than mine that I was not a priority. He said things as gas and roof leaks. SCARY TO THINK OF BUYING THEIR PRODUCTS! It took until march for the order to go back to the cabinet maker for correct cabinets. Then several more weeks to get the doors replaced. I canceled their counter people as I would never use Home Depot again. My deposit for the counter I'm told is at the Woodstock location as a store credit and I can go drive and pick it up. Originally, I was told to consider it a service fee?
I was promised compensation for all the trouble and the wrong island colour.
At the end of all of this ridiculous situation, my resolution was NOTHING. The BBB tried to resolve things but we were unsuccessful. Home Depot's answer is they gave me $2,800 is extra cabinets. The cupboards I got were the replacement ones that were wrong and damaged. One of the replacement cabinets fell apart as we were placing it up. Their holes, fasteners etc. we had to L bracket to reinforce and create completely new screw holes, glue it and more. They sent no fasteners for any of the new drawer fronts. Most of the replacement doors are mitred very poorly.
This was to be a very exciting project and beautiful custom kitchen for me. It has been completely ruined by this company. I'm my eyes a horrible, horrible rude, lying company. I urge anyone who needs goods like what the Home Depot Carrie's that you find another store. I WILL NEVER, EVER USE HOME DEPOT FOR ANYTHING AGAIN.
As there are still unresolved problems that they do not want to address, I have had to hire a lawyer.

Products used:
Cabinets

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