Home Depot
Custom Door Delivered Shorter Than Ordered, Refund Refused

I ordered a custom door, 82 1/4 inches tall, from Home Depot; the supplier was Emco. The door that arrived is only 81 inches, which leaves a 1 inch gap along the bottom and makes it practically useless. The assistant manager told me that all such doors come from the manufacturer undersized by 1 to 1 3/4 inches relative to the rough opening. We argued, to my frustration, and he then said that under company policy custom orders cannot be returned or refunded. He expressed regret about the gap and suggested building up the top of the door frame by an inch so the door would fit.

That strikes me as completely unacceptable. Why offer custom orders at all? A gap of 1/4 inch at the bottom could be tolerated and made up with the door sweep. Had an 81 inch door been my need, I would have ordered that size. Home Depot's arrogance really irritated me, and their response is not acceptable. Their slogan promises that I can do it and that they can help. Sure. My next steps are escalating to the Store Manager, then the District Manager, then the President of Home Depot Canada, and finally small claims court. I am out of patience with this company. Other building suppliers exist, and my future purchases will go to them.

Company: Home Depot
Country: USA

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