Home Depot Interiors – HDI

Visited my local Home Depot where I had a Kitchen/Bath employee schedule an appointment with a cabinet refacing consultant (Home Depot Interiors) for the following morning.  While driving to the project location to meet with the consultant for our scheduled appointment, I received a voicemail canceling the appointment. When I called back, the call center stated it was 'my fault' because I 'failed to confirm' the appointment when they called 2 days ago.  I asked how I could have received a confirmation call since it's been less than 12hrs since I booked the appointment.  That apparently stumped him because suddenly he switched from blaming me to trying to get me to rebook the appt.  I told him if this is how they treat prospective customers, I have zero faith in their ability to complete the project in a satisfactory manner.

1. Jenne Ticki - the Sales person who visited and did the
initial evaluation of our bathroom - offered a 24-month same as cash payment
plan. After receiving our first bill, this was not the case and I had to
advocate our case with the 72nd (Tacoma) Home Depot customer service so that
they can call the Home Depot credit card to reflect the offer because the
credit card office did not receive any information regarding the offer
2. My wife and I were informed the installation will be
completed within 8 weeks of the contract. Contract was signed June 26,
2013. 
3. After the second appointment with Steve Wickline to verify
the measurement and price, we were informed that the new anticipated
installation date will be scheduled on August 27, 2013. If there will be any
changes, Roxanne will notify us. If we have any question, we need to contact
Roxanne at 253-630-1103.
3. My wife called 253-630-1103 to talk to Roxanne to confirm
appointment numerous time, but there was no return calls. At one point, my wife
left a message with April.
4. I eventually called mid-August because of our frustration.
No was no clear answer because received excuses regarding our order hasn't
arrived and that the installer were too busy and that they only have one
installer...As a customer and a military leader, this is not comforting to
hear. It indicated a lack of commitment to excellence and customer. I became
frustrated with excuses and sternly explained this is not acceptable because it
did not reflect the offer and timeline, which made us decide to go with Home
Depot. Roxanne stated she will call me back by Tuesday the week after, which
she did with an appoint for first thing on September 11, 2013. Because the
timeline shifted to the right of the original of discussion, it now did not fit
our work schedule and I asked my Dad to come over.
5. On September 11, 2013, my Dad and I waited and at 9:05AM
the installer/contractor did not show. I called 253-630-1103 (I can't remember
who answered - either April or Roxanne) and she uninterested stated, "No,
you're appointment is at noon." I indicated that I was informed this was a
whole day job. She simply stated that "our guy is good and will finish it
today". Because I needed to go back to work, I simply stated ok and
hang-up. I immediately called Steve Wickline to express concern because he
informed us it will be a whole day job. He stated that he thought it was first
thing in the morning and it will be a whole day. He informed me that he will
check on it. My Dad stayed at our house for awhile and left to do some personal
errands, but was on standby to come back. I came home at 1145 for my lunch
break and my Dad was in our house. Noon came and there was no knock at the door
and no phone call. 1215PM rolled and there was no visit. I called 253-630-1103
several times until 1230PM, but no one answered. I, then, called Steve Wickline
and he, too, was confused. He stated he would call me back. He called back
around 1245PM indicating there was a delay with the installer's current job and
he was suppose to call me. I asked me to call 253-630-1103 to reschedule. I
called for another 30 minutes, but no one answered. I became angry and called
Steve and informed me that I believe the office was ignoring me and I'll just
deal with him. I informed him this whole event had been frustrating and that my
Dad and I had to postponed our life for this event and there was no courtesy
call or coordination, except for him. I informed him we are a hostage and are
at the mercy of Home Depot. He informed me he will talk to his Boss in Sacrament
- Paul Wood - to see how they could show their commitment to us. He called me
later that day and stated if we want to cancel they will honor it or possible
give us a $1000 off. Since they already have the measurement, it should be
faster to go with them, but I want to hear from his (Steve's) boss' offer - if
he will honor a $1000 off. We spoke the next day and he mentioned he spoke to
his boss and yes he will commit to the $1000 off. He asked me to call Roxanne
to reschedule. I informed him I will tentatively schedule pending an
arrangement to solidify the $1000 discount offer. He agreed. I called Roxanne
and rescheduled for September 30, 2013.
6. I called Steve on September 16, 2013 to receive
confirmation of the $1000 discount. He mentioned the company will simply give
me credit. I informed him I need that in writing since this is a contract and
our current contract does not reflect that. He could not provide one. He also
informed me that he thought Paul called me. After a few more minutes of
conversation I informed him I don't believe Home Depot will honor the offer and
I don't want to go forward with the contract, cancel the whole thing, and want
refund of the amount I already paid. He informed me he will coordinate it.
7. After not receiving anything from Home Depot of any
cancellation and the Home Depot Credit Card still had my balance, I called
Steve on September 20, 2013 to get a written confirmation of my cancellation
and I won't be charge for anything. I left a message. 
8. After a few days of no response, I filled a WA Attorney
General and BBB complaint.  When the AG's office contacted corporate, they
finally responded through Ms. Jessica Edwards from Atlanta.  She started
coordinating with the local office.  I informed her that because of my
experience with the local office, I prefer to deal with her or senior staff
alone. 
9.  Paul Wood, Regional Manager, finally left a message
on my voicemail that he guarantees I will receive a 10% discount.  Due to
my work schedule and responsibility, I called back that evening and indicated
e-mail was the best way to communicate and I explained my situation to Mr.
Wood. He e-mailed me on September 26, 2013, and apologized and gave me in word
through his e-mail that "We are bound by policy to not discuss compensation
amount prior to completing the project, so I can commit my word, that this will
happen upon completion to your satisfaction of the project, but cannot provide
a written change order until we get to that point."  With the written
commitment, I proceeded to agree to have the job done on September 30, 2013.
 I contacted corporate for details.  Ms. Edwards scheduled and
confirmed that my appointment will be September 20, 2013, at 8AM.
10.  The day came and at 8:15AM, there was no indication
anyone would be coming in.  I called the local office with hesitation.
 Roxanne indicated the appoint was at 9:30AM.  My dad and I agreed to
wait, since we need a new shower.  At 1000AM, there was no one, again.
 I called the local office and there was no answer multiple times.
 Finally, I decided to simply cancel my leave and go back to work at
10:15AM.  As a matter of courtesy, I left a note at the door indicating,
"Was expecting you at 9:30AM.  Here's my cell number...".
11.  At 1155AM, I received a call from the subcontractor.
 He indicated he called the local office the day before that he won't make
it until 12:30PM because he is coming from Portland, OR.  I agreed to come
back.  I notified Ms. Edwards of the experience.  
12.  The job was completed with no issue.  I
contacted