HomeDecorators

I ordered a hall tree from Home Decorators Collection. One of the pieces was mis-drilled, so I needed to contact customer support to request a replacement. No customer support number was provided with the furniture itself, so I had to go to the website and look up the number. The first time I called (the number on Home Depot's web site for HDC), I was directed to an answering machine that said they would call back within 2 hours. When I wasn't called back the next day, I called the same number back, and it had been disconnected. I still haven't ever gotten a call back from that original call. So I had to go back and search the internet for a different customer support number. When I called this number, I finally got an answer after about an hour wait from a call center in India who did not speak English well. I gave them the model number off of the box, and they were unable to find the piece in their catalog.

Finally, after about 1/2 hour and giving them every number on the box, they were able to find the order and ordered the part that I needed replaced. They said that the part should arrive by the end of the week. Friday rolls around, and no part arrives, but we get a phone call saying that it is actually 4-6 weeks for the part to arrive, and asking if we still wanted the part. Again, no number was left to call back and confirm, or any way to avoid another 30 minutes on hold trying to talk to someone, and the phone message said that they had also sent an email that we could respond to, but that never arrived (unsurprisingly, they wrote is down incorrectly).

Still haven't received the replacement piece yet.

The furniture looks nice, but the quality and customer support from the company is awful. I would not recommend purchasing ANYTHING from this company.

I ordered my Home Decorators cabinets through Home Depot and their in-store designer. Home Decorators makes adequate cabinets - not great, but adequate. (Yes, they're plywood, but it's thin and put together with staples -- I don't think they know what "joinery" actually means.) The design work was great, building our excitment about the project, but the problems begin with Home Decorators when they don't prepare their cabinets properly for shipment. Ever.

Home Depot contracts with Estes for shipping, and Estes takes no responsibility for anything that happens to cabinets once on their trucks. Home Decorators cannot ship through anyone else because of this contract. We received four cabinets badly damaged, and it took many calls over many hours to get replacements sent, one of which was also damaged due to obviously poor packaging by Home Decorators -- you could see how they were shrink-wrapped together without any other support or protection outside of a little cardboard. Similarly, Home Decorators takes no responsibility for their part in the nightmare - the customer has to do back to Home Depot and negotiate with the store AND customer service for any resolution (which they resist).

When we thought we were ready to install the cabinets, we discovered they had sent one cabinet of the wrong size, and didn't send the crown moulding at all. Since this debacle has already delayed our project by two weeks past our deadlines, our contractor is having to figure out how to stay on schedule while we wait even longer to receive the pieces I ordered months ago.

My recommendation for anyone considering Home Depot and Home Decorators Cabinets is to RUN AWAY. Instead, pay a little extra for a local cabinet maker to custom make something for your home. DO NOT go through Home Depot, and if you must, DO NOT BUY ANYTHING FROM HOME DECORATORS CABINETRY! You will spend more time, energy and money than they are worth.

I ordered RTA kitchen cabinets from Home Decorators for a kitchen remodel. Having read the negative reviews about Home Decorators I was hesitant to make the order, but the cabinets seemed to be what I wanted and at an excellent price. I decided to call their customer service number and chat. I was pleased with their quick answering of my call and I got a positive vibe from the rep I spoke with. She spent time talking with me and answered all my questions efficiently. I decided to place the order. The cabinets arrived within 10 days, as promised. Home Decorators says you have 72 hrs. To check the items and report any damage. It was near Christmas, so I told them I might not be able to do this in 72 hrs. It was no problem, they allowed me more time. After checking all 18 cabinets and 7 finish panels as well as all the toe kicks and fillers I did have to report some damage to several pieces. Keep in mind that each cabinet comes in about 7 or 8 pieces and more if it has drawers. Home Decorators could not have been more accommodating. They asked me to send pictures of the damages, which I did. I sent this late on a Sunday night and on Monday I received an email saying they were processing my replacement pieces. The replacements arrived in a very short time. They did not simply replace pieces... they replaced entire cabinets! They even did me a favor by supplying replacement doors for a cabinet we had to modify for an apron sink, What better service could you possibly ask for?! All of the communication I received was very speedy and more than cordial. My husband and I assembled all the cabinets and it was very easy to do so. The cabinets are now installed and I am extremely pleased with the quality, especially considering the price and the excellent service I received. I have seen the negative reviews here, but my experience was totally positive. I would not for one moment hesitate to do business with Home Decorators again.

The customer service is terrible, both online and at the Lake Zurich store. I wanted to exchange a California King size headboard with a King size that I ordered online and initially I was told I could not exchange it because it was "custom made" (all I did was pick the style, a standard size and color). After I explained to online customer service that nowhere on their website does it state that headboards are custom made, they agreed to let me exchange it at the Lake Zurich store. I took it to the Lake Zurich store where a store clerk told me that the system would not let them exchange it, but they could process it as a return and order me the King size. To make a long story short, they had actually ended up processing the return as an exchange in addition to ordering a new one, so I had two headboards. I made multiple attempts to explain the situation to online customer service, but they refused to return the first one. I talked to the Lake Zurich store manager who initially lied to me and said that they took care of it, but I continued to receive emails that two headboards were being shipped to me. When I talked the same Lake Zurich store manager to let her know the problem was not resolved, she said the return could not be done and that her store clerk would never return a headboard (even though I had the paperwork to prove it) and that I need to take care of this with the online customer service because it was their error. Also, during this ordeal HomeDecorators also posted an additional charge to my credit card that I never authorized that they said was related to the "exchange". I did not sign anything or order anything and they did not contact me – the charge just suddenly showed up on my credit card statement. This also took multiple emails to the online customer service before it was removed.