Defective Hardwood Flooring - Home Depot

Defective Hardwood Flooring - Home Depot

Consumer Problem: Defective Hardwood Flooring, Bait & Switch Tactics, & Credit Card Fraud

Company: The Home Depot

12171 Sheridan Blvd.

Broomfield, Colorado

303-410-0861

My most recent experience with Home Depot regarding the purchase and installation of hardwood flooring that is "defective" in my home has left me with the impression that unless there is media scrutiny, there is no accountability for large corporations and little or no protection for the consumer.

For months, I have been engaged in a battle to have Home Depot remedy the fact that they substituted and installed another product other than the one I ordered and charged my credit card a higher price than quoted (I have the original quote, but was never given a customer agreement or receipt until after installation). The Bruce hardwood flooring product is not flat, but beveled in the center, is the wrong color, and squeaks when it is cold. Managers at the Broomfield Home Depot, who pass the buck in an effort to avoid remedying the situation, are either unavailable when I call, do not return calls, or are no longer employed at the store. Inspectors who come to my home admit the wood is defective, yet upon their return to the store, change their story and submit reports that clear Home Depot of any culpability.

I have exhausted countless hours to no avail. Today on the phone, Darlene, the corporate Customer Care representative, alleged that the store could not have even placed the order of the wood without my signature on a customer agreement and a credit card receipt, and stated that I bear responsibility for the purchase. She stated that the store has my signature on record. I adamantly denied this and drove to the store immediately to request copies of both. After at least one hour of searching, the assistant manager, Scott Newell, could not produce any customer agreement or a credit card receipt with any signature. Home Depot clearly quoted one price of a product and then substituted another at a higher price without my prior knowledge or authorization.

The proposed solution currently on the table is for Home Depot to arrange and pay a 3rd party to evaluate my floors, which is equivalent to the members of Congress investigating their own indiscretions. Citi Bank, which underwrites the Home Depot credit card, will not even independently investigate the "bait and switch" tactics and fraudulent practices of Home Depot. They have put the purchase in dispute until Home Depot reports its resolution of the issue to the credit card company. I do not believe a psychic is required to predict the outcome of Home Depot's evaluation of their own work. Where is the protection to the consumer?

I believe that this is not an isolated incident and if investigated could uncover other fraudulent practices by Home Depot. Over the past few months, I have spoken to people who recall similar stories related to their experiences with Home Depot, including former employees, one of whom was fired because she refused to measure carpet incorrectly and order more carpet than necessary, thereby charging the customer more money. Today as I waited at the store, I spoke to a newly hired employee who stated that he has been there a mere two weeks, has received no training, and is expected to cut carpet and blinds. He readily admitted to me that he has no idea what he is doing. He also admitted that there is quite a turn over of employees, which is a curious red flag.

Even if you decide that my situation does not merit scrutiny, please do not discount that there are serious problems with Home Depot and the customer is on the losing side.

Buyer beware at Home Depot!!!

Sincerely,

Yvette Click this link to e-mail the message author: Email User