Home Depot advertises 72 hour installation of select carpet. This is great for those that need replacement carpet quickly and cannot afford to wait the normal 2-3 weeks that most sellers are bound by. I went to Home Depot because I needed replacement carpeting for a rental office space. I picked out the carpet offered for 72 hour install, I informed them what it was for, and I told them I needed it installed within the 72 hours promised. The carpet department representative provided me with a quote for $1,110, which included carpet, pad, and the removal of the existing old carpet.
I had shopped around and this was the best deal I could find. Once I committed to buying the carpet I was told that it could not be installed until a measuring representative came out and re-measured the rooms to be installed. I thought this was a bit redundant, but I was assured it would not delay the installation of the carpet within 72 hours.
I then left and was later called by a Home Depot representative who informed me that the measuring representative could not come to do the measure for at least two days and that the carpet could not be ordered for install until the measuring was completed. I said this was unacceptable because it would take at least four days longer than the 72 hours I was promised. They said there was nothing they could do.
I then called the Home Depot Customer Care line and spoke with a representative. She was helpful and called the store to make sure the measure was completed sooner and the install could be done within 72 -96 hours, which I could live with. The next day I was called by an assistant store manager who said the measuring representative would be there today and the install should go as planned within the 72-96 hours. I was OK with that.
A few hours after the measuring representative left I called the store to find out when they were coming to perform the install. I reached another assistant manager who told me that the measurements were not received yet and there was no way the carpet would be installed for at least 4 days. I told her what I had discussed with the other manager and what we had agreed to, but she did not care. I then called the Customer Care line again, but could not contact the representative I had spoken with earlier and left a voice mail to please call back. She never called back.
The next day (day 3) I called the Home Depot store to pay for the carpet and confirm the install. I spoke to another assistant manager who said he would complete the order and call back with a price so that I could pay. He didn't call back. A few hours later I received a call from a "special services" coordinator who informed me that the total price, which started at $650, then jumped to $1,110, was now going to cost $1,872. I told him this was 1/3 more then what I was quoted, and he said there was nothing he could, or would, do.
I then called Customer Care again, demanded to speak with a supervisor, waited on hold for an extended period of time, then finally was connected to a supervisor. I filled her in on what had happened and she said she would look into the matter and to hold on. After being placed on hold for over 10 minutes, she came back on the phone and told me the price was more because it was for a commercial property, not residential. I told her I informed the original carpet representative exactly what the carpet was for, which was an office, and that what did it matter because it was the same carpet on the same floor.
She said that the store clerk entered the information as residential and that residential carpet was priced less than commercial. I said it was the same carpet, it was not commercial grade carpet, and there should be on difference in price regardless of where it is installed. She stood firm in saying it would cost more because it was not going into a home. I told her that was unacceptable and that Home Depot's misrepresentations and mistakes have caused me to lose 4 days in purchasing the carpet I needed and that they intentionally mislead me regarding the 72 hour install and the price of the carpet. She said they were not responsible for any delays I might have incurred because of their misrepresentations and mistakes, and they would do nothing further to assist me or correct their error.
I now found myself in a worse position then I was before I went to Home Depot. They lied in their advertising regarding 72 hour install, they lied about the price of the carpet, and they totally messed up my quote and order. I would strongly advise anyone looking for carpeting or flooring to shop somewhere else. There are many other carpet businesses that will be honest about the true cost of the carpet you want to buy and when they can deliver and install it.
I will never buy flooring from Home Depot and suggest no one else do so. They are unresponsive, dishonest, and incompetent, looking only to hook a buyer and then overcharge you after you are hooked. Textbook Bait and Switch tactics.