In Feb. 2011 we bought 6 cases of trafficmaster carpet tile through the Home Depot 's online store and installed them in our dining room, with the thought that if one got stained, we'd be able to swap it out. It looked good initially, but started to show wear really fast, and then the corners of the tiles started coming up when vacuuming. Also, whenever we had a spill, that section of tile would no longer stay stuck down. We had extra tiles, so we swapped out about 12 tiles, but after a bit of time, even these these tiles started coming up.
Here's a link to what the flooring looks like as of yesterday.
Http://tinyurl.com/7j3vrcv
I contacted the Home Depot through their online web form in October, and recieved a response that I needed to contact the manufacturer for warranty service. They gave me this link: http://tmflooring.com/carpet/warranty.html, which was a dead link, so I tried contacting trafficmaster through their website form, but received no response. A surgery with complications kept me from further home improvement work for a couple months, but in January, my wife and I went by the local store and looked at other flooring options and spoke with one of the associates in flooring and told them we were having problems with this product and that HD wasn't helping because of how long it had been since purchase, and that we couldn't get a response from Trafficmaster. The associate indicated that Home Depot didn't sell those carpet tiles any more and that we should contact the Home Depot's customer care line (1-800-HomeDepot) and that they had the latitude to do what it took to "make it right" while they at the store did not. So forward to yesterday, when I finally get off early from work for a change and decide to try and get this resolved. I call the 1-800 number, and the associate says they can't help me because it's been over 90 days, but to take my original order confirmation and remaining product to the store and that they had the latitude to help me resolve this. I went to the store, East Asheville, and spoke to the young guy at the customer service desk. He made a call and got the SKU's of the product and told me they could take it back for store credit, which was fine with me as I just need to get something else that works on this floor. He told me he couldn't process the return until I brought all the tiles back, so I headed home, my wife and I moved the furniture and tore up the tiles and I went back to the store. When I get back, the same associate tells me he actually can't take them back, and hands me a 1-800 number to call. I'm not real happy at this point, and call and tell the woman on the other end the whole sordid tale and she says she can help get this resolved. She puts me on hold for a long time and comes back and says the store manager refuses to take them back, even after the store associate TOLD ME I NEEDED TO TEAR THEM UP AND BRING THEM BACK! I actually spot the manager, Charles, on the phone, and he sees me on the phone but never comes over to talk to me until after the woman on the phone tells me this and I walk over and ask him why he refuses to help me with this. All he says is "I'm not taking those back, you got them online and 90 days has passed. I have no way to take them back in our system." I tell the lady on the phone this and she says actually he has complete latitude to make it right, but has decided he doesn't want to help me. He never appologizes. He never admits any wrongdoing by his associate telling me to tear up the tiles. He does nothing for me. Nothing. The woman on the phone says this sort of rudeness isn't tolerated and that the manager is completely out of bounds. She assures me that she will report this incident to the corporate office and confirms my address and phone number and says someone will be in contact with me tomorrow (which is today). So far I haven't heard anything. I now have a bare, adhesive residue covered, subfloor in my dining room pending resolution of this matter. It just amazes me at the thousands and thousands of dollars I've spent at Home Depot over the years and that Home Depot is, by the actions of this manager, willing to throw me under the bus over $300 worth of carpet tile that won't stay stuck down. All I want is credit toward flooring that actually works. And an apology from Charles.
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