I purchased the 72 hour carpet install. It was 72 hours before they scheduled the installer to show up to take measurements. The installer was scheduled to shoe up on Friday morning before noon. I waited until noon no showed up or called. I went to the store where I made the purchase, they had giving the installer the wrong phone number, They said the installer would call me that evening, it was 20:30 hours before he called.He came Saturday morning and measured the home, he said he would call in the measurements that night and the store would contact.me. Sunday night late Home Depot called me and finalized the deal. Then they said the 72 hours started. The installer then called at 09:00 Tuesday morning wanting to install the carpet at 10:00 , because they had a cancellation.I was working and could not find anyone on such a short notice to open the house for the installers. I asked if they had an opening on Wednesday and they said no. I had to have the new tenant schedule with the installers when they could be at the house. The 72 hour carpet install was well over a week, not as promised in the store. The tenant could not move in the house on time because of the carpet not being installed on time.
2 walls were damaged by the carpet puller. Carpet pro employeeMerced was great. Carpet install took 4 hours longer due to carpet not being cut right. Carpet pros blames Home Depot and Home Depot blames carpet pros. The room divider metal wasn't put in one rooms transition. Talked to Max and Nicole at Home Depot and talked to a few people at carpet pros. Max offered a 50 credit to something, and when we went in the next day he acted like he didn't know anything about the offer. Once the carpet was paid for before the install could happen, the customer service went away. No one is being accountable. No one calls back. We will never use the installation "experts" that you endorse EVER again!!
Images for this Review
(click to see full-size image)
This image was submitted as a sweepstakes entry.
3out of3found this review helpful.
Response from Home DepotBy Robert G, Customer Care, February 24, 2014
Pam, thank you for sharing your feedback. We do appreciate it, and would like to apologize for the troubles experienced during your carpet installation. We will be sure to document your concerns, and notify our business partners to see that you are contacted in this regard. Thanks for your continued patience, while we look into this for you.
I selected "no" for the question, "Would you recommend Home Depot Installations to a friend?: because there wasn't a "maybe" option. If the "friend" was seeking bottom line prices, then perhaps I would recommend HD. But for high quality, upscale projects, NO! I knew going in that the installers would be bottom of the line, but I didn't expect them to be so bad that they had to send a second crew with all new materials to do the job right. Attached is a photo of the transition metal they installed- including kinks in the radius.
Good communication and timely installation, but there ended up being far more seams than what I was told would be. Maybe not such an issue if they weren't so noticeable. Either way disappointed with what I was told and what was actually installed.
The product is excellent. The installers that finally arrived were great and did a very nice job. The gentleman that sold us the carpet at Home Depot was also excellent. U.S Installation Group was difficult to deal with.
1out of1found this review helpful.
Review 11 for Carpet Installation
Installers were great. Questions not answered though
I emailed romanoff renovations about an excessive amount of loose staples and I have not heard anything back. Prior to installation, communication was wonderful but after it's done, it's like you have been written off.
Once I understood about 72 hour carpet, I was able to place an order and get the carpet installed very promptly. My only recommendation is to tell the customers about the 72 hour carpet on the web page so they can decide what they want with greater knowledge. Excellent customer service and the installation was outstanding as well as it was done ahead of schedule!!! Fantastic!!
0out of0found this review helpful.
Review 13 for Carpet Installation
They did a great job, at the job site at the time that they stated.
Once someone showed up, a day late, it was great. The installer was very friendly and took an hour like he said it would. Problem was the carpet was too be installed the day before. I just got the run around and didn't know when I was gonna get it down until he showed up.
The store clerk and installer were excellent. We had a unique situation where we were adding on as well as replacing carpet in an existing space, and wanted to order all the carpet (existing room and addition) so that we could get the same dye lot. The clerk told us "no problem", but the person they sent out is a contractor, and point blank told us "I work for a company out of Detroit (mind you the install was for a home in California) and not Home Depot (never mind the orange apron that says Home Depot I'm wearing)". My wife called me so I could have a conversation with the gentleman and the issue was resolved (she described him as subsequently, "less rude"). We ordered 72 hour carpet, which really turned into 5 day carpet (if you can't take their first available appointment (8am the next day) then you lose out on the 72 hour promise apparently. Overall, the installer (from a different company than the measurer) was fantastic, and the carpet looks and feels amazing. Additionally, in spite of the problems it was still installed sooner than anyone else could provide.
The price and installation was very adequate! Getting to the point of installation was a bit rocky in that the website didn't mesh with the product I was trying to purchase. Customer service lacked in knowledge of procedure and real helpfulness at times.