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| - We have been a loyal Home Depot customer since 2006, but will be closing our Home Depot credit card account and making our purchases solely at Lowe's moving forward.
We had bedrooms and stairs measured by their professional employees for carpet installation. He measured 666 sqft total.
10/16: We went to the store and proceeded with the order (Marissa was our contact person there). Once we returned at home, we noticed that they ordered 96.33 square yard of carpet and premium padding each equaling 866.97 square feet. We called Marissa right away and pointed out that they ordered more than 10% for both carpet and padding. Marissa assured us that we would be able to return any left over.
10/21: we spoke to the installer over the phone. The associate pointed out that he never heard about returning any excessive carpet and padding. We went to the Home Depot store to have our order adjusted.
Marissa was off on that day. Two flooring associates were arguing in front of us. The Filipino lady said that we should be able to return the leftovers while the Mexican lady said the opposite. They told us that they would relay a message to Molly (who is above Marissa) and that Molly would call us back on Monday.
10/23: we received no call from Molly neither the store so we called instead. When we finally got a hold of Molly, she had no idea who we were and said that she did not get any messages from the store associates. We told her that we either needed the quantity of the materials adjusted or else we would cancel the entire order.
Molly promised that she would call us back. Instead, we received a call from Donny, their store manager. Donny showed a lot of empathy and admitted that they ordered over $400 more in material for us. He begged us not to cancel the order. He suggested that we should leave the order as is and promised that he would take care of us. He would give us a refund for any leftover and 'a little more'.
12/21: we had our flooring installed. There was over 100 sqft of carpet (on 12/28, we actually measured over 125 sqft) and over 200 sqft of premium padding left. The installers left the carpet with us. Instead, they took the padding.
We called Donny after the installation. All of the sudden he did not remember us or about our previous conversation. He also said that he did not take down any notes. He told us that he could not credit us for the leftover because the rolls were already 'cut'.
We contacted Home Depot corporate and filed a formal complaint about the store. Corporate promised us that their leadership will investigate and take the matter from there.
12/26: Corporate called back letting us know that Molly (from the store) would reach out to us by 12/27.
12/27: We received no call from Molly so we called her. Molly again did not remember talking to us. After pulling up our notes, she assured us that Donny would give us a call back as she was the wrong person to talk to.
12/28: Donny called and told us that he would be doing us a 'favor' and he would take back the cut carpet. When we were asking about the padding, he said that the $200 credit would include both carpet and padding. He was giving such a bad attitude over the phone. He kept saying that he was doing us a favor. He would only process the credit after we brought the carpet to the store.
We returned the carpet right after without talking to him while he and his associate were processing the credit.
We never felt so used and misled in our lives. We asked the store on several occasions to adjust the order. We were okay if they had ordered 10% over, but more than 20% was just too much.
We were promised that they would refund for any leftovers. We received only $200 in credit back which should have been at least another $240.
We spent over $4,200 at Home Depot the last few weeks alone for our home improvement so every dollar counts.
On 12/28, we sent an email to their social team, but have not gotten any responses from them.
They are liars and thieves. We will never bring any business to them any longer. Neither will we recommend Home Depot to anyone.
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