Home Depot
Wrong Special Order Carpet and a Rude Floor Manager

I used to love this store. It was never as busy as some of the other Home Depots, probably due to it being newer. They also honor my military ID for a 10% discount. Then I ordered new special order carpet to be installed by them. First, the carpet I ordered was backordered by the manufacturer, and I was not advised of this until a few days after purchase of the carpet. But, you know, things happen, so I was OK with it.

However, when my carpet showed up to be installed, part of the carpet was incorrect. The package was marked correctly, but the product inside was not the correct carpet. The carpet we ordered had a diamond pattern, and the one that showed up did not. We are talking about $6,000.00 worth of carpet here. My wife and I had to move furniture all night to get the rooms ready for install. Actually, my wife had to do most of the lifting since I recently had back surgery. It was going to take two weeks to get the correct carpet in. Home Depot said they could not offer any discount.

After talking to a series of managers, it was finally determined that a $250.00 discount would be offered. I felt that we deserved more since it was their fault. We had paid $150.00 to have some heavy furniture moved out of three rooms, and I felt that if they waived that, it would be a fair deal, since we were keeping the carpet we did not want. After several hours of unreturned calls, I was finally able to get in touch with the "floor manager," Mark. Keep in mind that by this time my wife was in tears. When I discussed the situation with Mark, he was rude and would not work with me at all to resolve the issue. He was arrogant, and I felt he had an "I showed you" attitude.

Being a former Home Depot employee, I was completely floored. I would have been fired if I treated a customer the way I was treated. For a manager to do so was completely unacceptable. From now on I will be taking all of my business to Lowe's. Let this be a warning to all: never have anything installed by Home Depot!

Company: Home Depot
Country: USA

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