Home Depot
Kitchen Remodel Delayed Months by Wrong Cabinet Orders

In the 1st week in June 03 or so, we went to Home Depot and wanted to know what steps were needed for kitchen remodeling. We were informed that we must schedule a measurement of the kitchen first. Home Depot would call to set up the appointment.

We waited one week for the phone call, but no call was received from Home Depot. I called Home Depot and they were surprised no one had called us back. An appointment was made for measuring for the following Saturday.

Our appointment was changed to Sunday (June 15th) by Lorien (a Home Depot employee who performs field measurements for cabinet installations) for 1:30 P.M. After the measurements were done, Lorien informed us that the next step was to schedule an appointment with a Home Depot Designer.

I called Monday (June 16th) and made an appointment for the following Saturday (June 21st) at 12:00 P.M. to meet with one of Home Depot's Designers.

Friday (June 20th) I phoned Home Depot to confirm the next day's appointment, and was informed by Lorien that the Designer we were scheduled to meet with was no longer in that department, and all of her appointments had been cancelled. I told Lorien I had not received any update or call from anyone to reschedule, that we were going to keep the appointment for June 21st, and that Home Depot needed to have someone available to meet with us when we got there.

On June 21st, we met with Paul, the new Designer, and our cabinets were ordered that day. At least that was what we were told. We were asked to sign (initial) all the paperwork, and told that the process was started.

The following week or so, Bruce (another cabinet-measuring person) came out to our house to verify that the paperwork, completed by Paul, the Home Depot in-house cabinet designer, was complete, that the measurements were correct, and that the cabinets would fit. We were informed that the measurements (recorded by Paul, recorded by Lorien, the Home Depot Designer) were NOT correct. We were told that we must make another appointment with a Home Depot cabinet designer and reorder the proper sized cabinets. (The following language was added on today's date of January 29.) Bruce stated that he would turn in the correct measurements.

I then spoke to Shelia (Kitchen Concepts) to confirm with her that the new (and, we thought, correct) measurements from Bruce were being faxed over to Home Depot. She replied in the affirmative and indicated that she understood.

A few days later I arrived at Home Depot and was informed by Paul that they (Home Depot) had not received the new changes. I called Shelia (from Kitchen Concepts) while I was at the Home Depot store, regarding the fax. Nellie (another Kitchen Concepts employee) informed me Shelia was in a corporate meeting and could not be disturbed. I said that it was O.K., but asked that Nellie fax over the new changes. Nellie said they (Kitchen Concepts) had faxed over the changes already, and that Home Depot should check all their incoming faxes and paperwork. I told Nellie that Home Depot claimed that they did not receive the fax, and requested Nellie to please fax the paperwork again. Then Nellie said she did not know how to use the fax machine, and finally, after 30 minutes or so, Nellie said she found my file and faxed over the changes (all this was witnessed by Paul).

Kraft Maid gave a delivery date of August 29th between the hours of 10:00 am and 2:00 pm. On August 29th at 8:30 A.M., I phoned Kraft Maid to confirm delivery between the hours of 10:00 am and 2:00 P.M., and was told that everything was still on schedule. I left work at 9:30 am and arrived home at 10:00 A.M. At 12:30 P.M., I received a phone call from Kraft Maid to find out that there would be no delivery today due to a train wreck somewhere in the Mid-West. I lost approximately 4 hours without pay.

On approximately September 12th (not sure of the date), the cabinets finally arrived. During the inspection of the cabinets with (someone's employee; at this point I am losing track), I noticed that not all cabinets looked the same, i.e., finished skin on areas of the cabinets where it was not necessary and would be covered up (and I was being charged huge money for it), and MISSING finished skins where they were absolutely exposed and going to be necessary. Additionally, there were 5 pieces that were damaged during shipment and needed to be replaced prior to installation.

I then called Suzanne the following Monday, and she said she was not able to make the changes until she received the correction(s) from Kraft Maid. She would need to get back to me and would talk with me in a few days.

After a few days, I had to call Home Depot back again to talk with Suzanne, and was told Suzanne was on a day off. I left a message.

The next Wednesday, the corrections/updates were made with Suzanne via phone. I asked Suzanne about the skins and she said, "Whoever finalized the order messed it up." I told Suzanne it was her who finalized our order.

On Thursday, Suzanne called and said that Home Depot would carry the cost to make the necessary corrections. (I continue to believe we were overcharged for the unnecessary skins.)

During the next two to three weeks (or so), 3 pieces were delivered via FedEx and other delivery mechanisms. At this point, I was still waiting for 2 necessary pieces to complete my order, as replacements for the materials damaged in transport to my project.

Monday, October 13th, I received a voicemail message from a Jerry asking me to please call Lori or Jerry regarding the items that were not used in the construction of my job. Mind you, not ONE cabinet or piece of material had made it from my garage to my kitchen at that point.

On Tuesday, October 14th, I spoke with Jerry and told him I was very confused about his message. I told Jerry that I was still waiting for two more cabinets (to complete my order) and the job HAD NOT EVEN STARTED. He said he would find out what happened.

On Wednesday, Jerry said the remaining 2 units would be in on Friday, that he personally would make sure that they were not damaged, and that delivery would be scheduled for Sunday (October 19th).

I received the last 2 units on October 19th, delivered by Lorien, the original employee who did the field measuring. Lorien recognized me and my house and said, "Didn't I (Lorien) do the measurement on this house a long time ago?" I said yes, but it was a very long story as to how come we had not been provided competent service by anyone up to that point in time.

October 20th, I called Shelia to request an installation date. She said the earliest available date was November 10th (Monday).

With all the delays, we missed the special of a free microwave (valued at $200.00) by one day, because of Home Depot personnel. We purchased the cabinets on July 10th, and Home Depot was unwilling (saying UNABLE) to make an earlier appointment. The free microwave offer ran from May 1st through July 9th.

Home Depot has COMPLETELY mismanaged this project from start to date.

Given the circumstances, I would not recommend Home Depot to anyone, unless they needed to waste more than 5 months of their time, not to mention the dollars missed by poor coordination, mismanagement and the like.

11-10-03 Monday: Installation of the cabinets just begins to start.

The installers noticed that the 84 inch valance (that was ordered by Paul, the Home Depot designer) was too long for the area above the kitchen sink.

They were unable to trim the valance due to the decorator ends (architectural elements).

The area measures 73 in length (from cabinet to cabinet on the original blue print).

Also, two lower cabinets (Base 21L) opened in the same direction (hinges on the left).

And the two upper cabinets (W2136R & W2436R) also opened in the same direction (BUT, hinges on the right).

The installers were unable to turn the door fronts upside down due to the design of the door front on the upper cabinets.

I then spoke with Teresa and asked her why a 21 cabinet was ordered when a 24 cabinet would fit and, in any terms, should have been obvious and ordered. She said she did not know. Paul, the Home Depot Designer, ordered it.

Mind you, the 21 inch cabinet is adjacent to a 24 inch cabinet. There was plenty of room for the 24 inch, and it showed as an error between the Home Depot Designer and the cabinet measurement people.

The 21 inch cabinet stayed temporarily in place, in preparation for the correct 24 inch cabinet arriving.

Jerry took the 84 valance, tall end panel (1/2R. 96) and door to 21x36R back to Home Depot.

11-11-03 Tuesday: Spoke to Jerry and he said he was going to order a more appropriate length valance.

11-13-03 Wednesday: Spoke to Teresa. Since we needed to order a new cabinet (hinge on the left), why shouldn't it be the correct 24x36L?

12-5-03 Friday: Received the valance via FedEx, left at the front door with no notification. Mind you, we have not checked it for damage yet as of today's date, 29-Jan-04.

1-25-04 Monday: I called Teresa to inquire about the status of the 24x36L cabinet. Teresa said they had just received it. I asked about delivery status. Teresa said that she would need to get back to me.

1-29-04 Thursday: I called Teresa at 2:00 pm to find out when the delivery date was to be. Teresa said that she had left messages on my home phone and cell phone stating Kitchen Concepts will contact us.

1-29-04 Thursday: Received a message from Kitchen Concepts on the home machine to please call Nellie. Too late to return the call as it was after work. Will call K/C on 01-30-04. Also received a message from Teresa on the home machine.

1-30-04 Friday: Spoke to Nellie (Kitchen Concepts) and set up a delivery date of 2-12-04, 8:00-10:00.

1-31-04 Saturday: Lorien delivered the 24 w x 36 L cabinet. I inquired about the door front to this cabinet. Lorien had to make a second trip for the door front. He delivered the door front on the second trip.

2-2-04 Monday: Called Kitchen Concepts and spoke with Nellie to set up an appointment to complete installation of the cabinets. Installation to be done on 2-12-04.

2-9-04 Monday: Confirmed with Nellie (Kitchen Concepts) that the 2-12-04 appointment is still on.

2-12-04 Thursday, 9:30am: The installer arrived and stated he only had orders to remove 21x36L and install 24x36L and the valance. The installer stated I would have to speak to Kitchen Concepts regarding the rest of the job. I called Nellie (Kitchen Concepts) and stated to her that this appointment was to complete the installation. Nellie stated she only had orders to do the above and nothing else. She also stated I had to call Home Depot and have them fax over to her (Nellie) the additional work.

2-12-04 Thursday, 10:00 am: I called Home Depot and was informed that Teresa would not be in until 3:00 pm. I then requested to speak to Suzanne, but was told she was unavailable. I left a message for Suzanne to call and stated this was very important, that the installer and I were waiting for further authorization.

2-12-04 Thursday, 10:45 am: The installer left after only removing 21x36L and installing 24x36L. No valance installed. WHY? The installer made a list of what needs to be done to complete the job and said, "I will turn this list in to Kitchen Concepts."

2-12-04 Thursday, 3:45 pm: Spoke to Teresa and explained today's events. Also informed Teresa that Suzanne had not returned my phone call today.

2-13-04, Friday, 10:30am: Called Teresa and she said, "Jerry and I will be there with installers to make sure the job will be completed." She will leave a message on my home machine with the date of the next installation.

2-23-04 Monday, 11:30 am: Called Teresa and inquired about the installation date. She stated she is having a meeting on Wednesday (2-25-04) and will leave a message on my home machine.

03-01-04: Still no completion on the cabinets.

3-1-04 Monday: Received a message from Nellie (Kitchen Concepts) on the home machine to call and make an appointment for completion of the job. Too late to return the call as it was after work.

3-2-04 Tuesday: Spoke with Nellie (Kitchen Concepts) and made an appointment for 3-10-04 between 9:00 and 10:00 am. Nellie wanted to know what else needed to be done. I stated crown molding, light rails, valance and shelf, skin on the cabinet above the refrigerator, fastening down toe kicks, etc. Basically completion of the job. I am the consumer and am not sure of everything that needs to be done, which is why I hired professionals.

3-8-04 Monday, 11:30am: Spoke with Teresa and confirmed the 3-10-04 date.

3-10-04 Wednesday, 9:00 am: The installers (Jason and Mark) arrived. They said they were waiting for someone from Home Depot before they could start the job. I called Home Depot around 9:30 and spoke to Teresa. I told Teresa we were waiting for her. She said she was sending Kwok (the designer). As I was speaking to Teresa, Kwok arrived.

3-10-04 Wednesday, 9:30 to 9:45 am: Kwok explained to Jason what needed to be done. Jason called Nellie (Kitchen Concepts) to confirm the work order. I overheard Jason telling Nellie that the skin must be installed. At this point everyone was in agreement. Work began and Kwok left.

3-10-04 Wednesday, 12:30pm: I informed the installers I was leaving for work and that they should check with my neighbor when they were done to lock the house. I left the installers with my and John's phone numbers in case of emergency.

3-10-04 Wednesday, 7:00 pm: I returned home from work and found the kitchen was not completed. Approximately four and one half feet of crown molding was installed out of over 30 feet; around 15 feet of backing for crown molding was installed in preparation for the crown molding; the valance and shelf were installed, and the skin was installed; however, our cabinet doors that were installed were removed and not reinstalled; none of our hardware was installed; the toe kick is still loose; none of the trim under the upper cabinets had been installed. This means that the two installers completed approximately 10 percent of the remaining items left to install.

I called my neighbor, who was kind enough to lock our home up after the installers left, and she said the installers left around 3:00 pm and did not say why the job was not completed or when they would return.

It appears that the installers were not as qualified as they should have been, as most of the joints of the crown molding were not made correctly. A fair amount of light can be seen through the joints. Now, it appears that we need to take photos. Additionally, there appears to be lots of wood left in very small pieces as cut-offs, and it looks like they were the result of more than just a few mistakes in installing the crown molding. We expect next for Home Depot to say that they were told that there was not enough molding to complete our project, that is, if we ever get to that point.

3-11-04 Thursday, 11:00 am: Called Teresa (Home Depot), and she said, "What's up?" I said, "Teresa, you tell me." Teresa did not understand my comment, so I explained to her that the job was NOT completed again and I wanted to know why. She said she did not know why and would find out. She also said I may have to get Celine (regional manager) involved.

3-11-04 Thursday, 2:30pm: Received a message from Teresa on the home machine requesting I call her tomorrow morning to resolve this situation. Teresa wants to know what exactly still needs to be done. She needs to write up a new P.O. Too late to return the phone call as it was after work. Again, I am hesitant to describe all work that needs to be done because I am the consumer and am afraid I might leave something out.

Stay tuned.

3-12-04 Friday, 8:00am: Called Teresa and she requested that I fax over to Home Depot a list of items that still need to be completed.

3-12-04 Friday, 8:30am: Faxed over a list of items I think need to be completed: install crown molding, filler for crown molding, scribe, fasten toe kicks, light rails and hardware (pulls and knobs).

3-15-04 Monday, 3:00pm: Received a message on the home machine from Teresa. She is requesting to inspect the kitchen with Jerry tomorrow in the afternoon. Too late to return the phone call due to after hours.

3-15-04 Monday, 3:05pm: Received a message on the home machine from Nellie (Kitchen Concepts) to set up the next installation appointment. Too late to return the phone call due to after hours.

3-16-04 Tuesday, 6:30am: Called Teresa and set up a time for her and Jerry to inspect the kitchen today. Informed Teresa that my neighbor would let her and Jerry in the house. Also informed Teresa that Nellie (Kitchen Concepts) left me a message yesterday requesting I call her to set up the next installation appointment. Teresa told me to wait until she and Jerry had inspected the kitchen.

3-16-04 Tuesday: Received a message from Nellie on the home machine stating the installers would be here tomorrow morning between 9:00 & 9:30 am to complete the job.

3-16-04 Tuesday, am: I called Nellie (Kitchen Concepts) to cancel tomorrow's appointment, stating, "I'm not available tomorrow."

3-16-04 Tuesday, 6:00pm: I returned home from work and noticed Teresa had left her Home Depot business card on the front door stating, "No one was home next door and I should call Jerry's tomorrow morning on his cell phone." I checked with my neighbor regarding a visit from Home Depot today. She states no one ever showed up.

Disclaimer:

We are sure that some of the above dates listed are erroneous, as we were not specifically tracking each phase of the issues listed above. HOWEVER, in general terms, the overall picture of incompetence is accurate, and has not been embellished in any fashion whatsoever.

Company: Home Depot
Country: USA
State: California
City: Monrovia
Phone: 6262560580

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