Complaint / review text:
We ordered a door from Home Depot on April 27. We were told our door would be in and installed within 6-8 weeks. Our final payment for the door was supposed to be July 16. The middle of September came and we still hadn't heard anything from Home Depot or the installers about our door. I called them mid-September and asked them why our door was not installed yet. Whomever I talked to said that they would have the supervisor call me that afternoon as he was not in yet (apparently he was at lunch). I waited from 1:30 until 4 pm and still did not get a phone call. I called them back, and they said that he still could not talk to me. But they guaranteed me that the supervisor would call me back the next day before 10 am.
I still did not get a phone call and had to call them back again the next day. When I was finally able to get a hold of someone, he said that the reason that our door was not installed was because there was not anyone else in our area that was having a door installed and that therefore we would have to wait. I told him that we had already waited almost 4 1/2 months already and that we were not willing to wait a few more weeks. I demanded that it be installed the next week. He said that he would have to rearrange things and get back to me. It was hours later when he finally called me back, and when he called, he made it sound like he was doing such a great thing for us. As a consumer, I think that waiting 4 1/2 months for a door to be installed is very poor customer service. Is it our fault that we live in an area that is not very busy for them? If this was a problem, why were we not informed that we would have to wait longer than others right from the start? Why did I have to actually get in touch with them?
We went into the Home Depot store and spoke to a manager as well about this incident. She said the right things and said she would get back to us. But of course, we have not heard a word from her. We think we should at least get some money off this door or something for all that we had to go through. They even had the nerve to try and take our payment off our Visa for the door, even though they knew that we had so many problems. The door apparently was in their warehouse and just waiting to be installed since the summer. They knew when they came to measure the door that our old door did not lock or close. We have had some windy days and had to leave a chair up against the door to ensure it stayed closed while we were away. I did not feel very safe at all, but apparently, this did not seem to bother Home Depot. I will not buy anything from them again.