Home Depot - Nashua

quality was better than expected

I followed their procedure to get carpet from their 7 day selections installed, had the measure, selected the carpet, PAID IN FULL, ... scheduled the install. Then the day before install was supposed to happen the carpet vendor/installer called and said and quot;there is a manufacturing issue with the carpet you pickedand quot;, and quot;we'll re-schedule your install for 1 week laterand quot;.
I was not happy, talked with managers at the Nashua store, ... Decided to stick with them (re-scheduled the movers; silly me). One week later, the day before the re-scheduled install was supposed to happen; AGAIN the carpet vendor/installer called and said and quot;there is a manufacturing issue with the carpet you pickedand quot;, and quot;we'll re-schedule your install for 1 week laterand quot; (at least this time the carpet vendor apologized for the and quot;inconvenienceand quot; ).
INCONVENIENCE! I was sure they were kidding with me. I hit the roof! I called the Nashua NH store and spoke to the managers again. They eventually agreed to waive the rip-up and haul-away fee (for the old carpet; ~ $500) BUT it was not going to be worth putting the movers off again so I called Empire Today. I signed to have the job done at 7 pm and they arrived to install the carpet at 11 am the next morning (now that is service and was well worth the extra $; I will be reviewing Empire Today soon).

They were fine and everything went pretty quickly and pretty smoothly. The installation and the windows are guaranteed for life and they're transferable twice, so that was good. There was an issue that came up where the installers left a bunch of caulky fingerprints on the outside of some windows and so I had to get out on a ladder to fix it and when I complained about it they sent me a $100 gift card to sort of smooth it over. There was one window that was cracked between the panes and they came and fixed that immediately with no problem. They were pretty quick and did the whole job in three days and cleaned up pretty good. The men they sent were courteous and seemed to know what they were doing. They did a good job.

It was a very long and arduous process and I was not happy with the price, so I left. I went back and told them I had decided to go for it at that price, but then I asked them about another door, which was $300 cheaper and the salesman told me he would call me back that afternoon when they found out if they had the trim for the door, but he called me back 10 days later. I was very displeased with the way I was treated.

However, on the 7th day I got a phone call from the store saying the carpet arrived but it was wrong size. She told me it would take another 7-10 days to be ready. I asked her why it arrrived with wrong size. She told me she did not know and it was the warehouse's fault but not Home Depot's responsibility. I don't care about the warehouse, I am ordering from Home Depot and you supposed to take care of your customer! On 10/22, I called Home Depot store about the carpet availability. I held the phone for a long time and finally I was told it should be ready by 10/26. I asked her if she could make it faster and she said she could not see any other information. I said I wanted to talk to her manager but she said the manager was not available. On 10/23 the store called me saying that the carpet would be ready either today or tomorrow. At 6:15PM I called the store inquiring if it's ready. The men first pick up my phone and told me to hold. I held the phone for more than 10 minutes but he never came back. I called again and finally connected to the carpet person and was told it was ready to be picked up at the customer service. I was excited and went to pick up. Upon my arrival, the customer service told me they would pull it out in a few minutes. However, I waited for about 45 minutes but nothing came out. I asked to talk to the store manager. The manager came with a long face and said he would go to check what was wrong. After another 15 miniutes, they pull out a cart with two 15-feet-long rolls of carpet. They said now you are happy, take it away! I was stunned! Why does Home Depot treat customers as an idiot? What kind of truck can these 15 feet long rolls fit?! The guy first said he could rent a truck to us without charge, but I had to return it before 10PM. When I was searching for my car insurance card, the guy came out again and said he could unpack the carpet and roll it the other way so that it could fit in my van. Finally we got the carpet but with so much upset feelings.
I swear I will not purchase from Home Depot any more!

Overall they provide good service. Someone is always available to help you. The staff is knowledgeable. Their prices seem reasonable.

HE OUT SOURCES WORK TO 3RD PARTY. DID NOT GO WELL. PROBLEMS WITH MEASUREMENTS, AND INSTALLERS. HAD TO COME BACK 3 TIMES, AS ONLY ONE WINDOW WAS GOOD ENOUGH TO INSTALL EACH TIME. HOWEVER, CUSTOMER SUPPORT, AND WARRANTY VERY GOOD. OWNED UP TO MISTAKES, AND CORRECTED THEM. EVEN GAVE ME $100 GIFT CERT AS APOLOGY. QUALITY OF WORK DEPENDS ON WHO THEY SEND. SEEMS LIKE THEY ARE MORE INTERESTED IN VOLUME THEN QUALITY. HARD TO FIND ANYONE AT THIS PRICE WHO WILL DO 3 WINDOWS OR LESS, SO WHAT CAN YOU DO?

FROM START TO FINISH, EVERYONE WAS VERY PROFESSIONAL AND EFFICIENT. THE PROCESS WENT SMOOTH and INSTALLATION WAS COMPLETED QUICKER THAN ESTIMATED. WE HAD A SMALL ISSUE WITH ONE WINDOW THAT WAS MEASURED INCORRECTLY, BUT THEY RESOLVED IT WITHIN A WEEK WITH NO PROBLEM. THE WINDOWS ARE EXCELLENT QUALITY and PRICE WAS GOOD.