Jeff W.

Spent over $3,000 to buy flooring and baseboard from the East Wichita store. During the process I was told by two different employees at three different times that I also had to remove the casing from around the doors. This seems strange to me hence the reason I asked more than one person and more than one time.

In fact the casing did not need to be removed and you can't properly install the baseboards unless the casing is up first.

When we asked about adding installation of the casing to the order were told that could not be done and we'd have to hire someone on our own. It was suggested we talk to the installer to see if they could/would do it.

Keep in mind that but for the Home Depot employees telling us the casing had to be removed we would not have spent time removing it and money buying new casing.

We contacted the installer - cooper installation - who said they didn't think there would be an issue but needed to talk to the people doing the actual installation first. We then get a call from Home Depot about wanting to add additional services to the contract (which we'd tried to do weeks ago and were told we could not). The cost to add this was going to be $891! That is only slightly less than what we were paying to install flooring and baseboards in three rooms, a walk in closet, and a hallway! We explained this was not acceptable and contacted Home Depot corporate to see what could be done since this was an issue caused only because of what we were told by Home Depot employees.

Ultimately we were told we could hire someone ourselves and submit the bill to Home Depot and they would then see if they could do anything to help with the costs. This went back and forth with us explaining over and over that this didn't work since we needed to have the casings done as soon as the floor was done and before the baseboard was installed. We were then offered a $200 credit (meaning we could pay $681 to fix the issue caused by Home Depot)!

When the actual installer (sub-contractor for the place Home Depot hired) came to start the project they were surprised at the casing being off and explained what we already knew, that this would be an issue with getting the baseboard an casings installed properly so they looked right and fit correctly. The on-site installer gave us a quote of $300 to do the casings ($591 less that the Home Depot quote). However, since they were contracted through Home Depot they could not do the work without approval.

I tried to call the customer service number but the people I need to talk to don't work on the weekend. I was told to contact the local story and see what could be done.

I called and ultimately went to the Home Depot on Woodlawn in Wichita, KS to see if this could be resolved so I could get the project done today. I was repeatedly interrupted and talked over when I tried to explain to yet another person at Home Depot what the issue was and what needed to be done to fix this.

I asked that the installer be called and given the okay to do the casing installation and I'd pay the $300 out of my pocket to get it done so the rest of the work could be done. Instead all I was told over and over was that I could have a $200 credit against the $891 installation.

I ended up cancelling the baseboard installation entirely and walked out with a refund. Now I have to not only hire someone to do the casings but I'll have to hire them to also do the baseboards and my house will remain incomplete longer.

A simple phone call today would have fixed this and cost Home Depot nothing. Instead you had to refund me money and have lost a customer.

I urge everyone to make their home improvement purchases any place but at Home Depot.