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  • Purchased closet doors, including install, 6 weeks ago. They sent a guy to take exact measurements (for a fee) who spent less than 1 minute taking one width measurement, and one height measurement. Then took two weeks to fabricate, which was fine. Now come the install... Nice young man come in and goes to work immediately. 30 minutes later, with the floor tracks installed and the doors hanging, he calls me to tell me there's a problem. The doors aren't hanging/tracking properly. He tells me it's because the floors aren't level, and they cut the doors wrong. He's been on the phone with his boss and says they'll make it right but need to check with manufacturer because he just does the install. I ask him why he didn't use a level when installing the floor track. If he did, and noted it wasn't level, he could have easily let me know THEN that it was an issue. We could have added a few shims to level the floor track, and all would have been good. He has no answer. I sign the install papers stating I do not accept the work done. He gives me a number to call. We call, speak to a manager, who says he'll check into it and get back to us. Three weeks go by, and no call. My wife calls again, gets another manager, who says he'll look into it and get back. Two hours later he has his admin call us who says "he asked me to call and let you know that it's your fault, not theirs, because your floors aren't level". Seriously, he has someone else call... So, eight weeks after we order, they charge us to take measurements, they fabricate and then install floor tracks without using a level and hang doors they know don't fit, ...after two calls to resolve, they say "too bad, so sad!" I asked for a call from their manager and was told he's conducting an interview but will call you when he's done. That was four days ago,...and no call. A bad install followed by bad customer service is not a formula to build loyalty, especially when it would not take much to resolve. Send someone out to reinstall the floor track that has been properly shimmed to level. It could have been resolved quickly and amicably. Instead, Home Depot decided on the low road...it not their fault, it's ours. Sort of makes you wonder if Home Depot is simply "too big to care".
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