Home Depot review: Return Issue

On May 12, 2023, I initiated a phone order to remove carpet and install laminate flooring in a studio apartment I manage. During the call said I was making my selection from the flooring from products listed as “Available in Store Today” in store #0687 to expedite delivery and installation.

On May 18, 2023, a measurement services vendor measured the floor. His report included three false statements. He falsely claimed that there was pet/odor staining and the installer may not be able to perform the carpet removal. No pets have ever been inside the house. He falsely claimed the premises did not have electricity or heating. The premises were well lit and warm when he measured the floor. As result I had to expend time calling Installation Services to have installation contract corrected.

On June 6, 2023, flooring materials were delivered. On June 12, 2023, the installers arrived and peeled back a corner of the carpet and said they observed nine-inch square tile underneath and that they would not remove the carpet because the tile might contain asbestos. I had the carpet removed the next day and contacted store #0687 to have my installation contract modified to reduce the square foot installation (was to include carpet removal) rate by my square foot cost to remove the carpet.

On June 16, 2023, the installers returned and said they could not install the laminate flooring because it wasn’t level. The installers said room need ¾ inch underlayment because they could not use leveling compound on the tiles. I advised store #0687 that there is an asbestos sealant that is compatible with leveling compounds. Because Home Depot and the installation vendor do not sell the product it could not be used.

I had the flooring contractor I use for my northern California properties ship asbestos sealant to Claremont, CA property. During the week of July 24, 2023, I traveled to Claremont and had the potential asbestos containing tiles sealed. I conducted my own floor level check and discovered the floor was out of level in multiple directions (e.g., 0” to 1/8”, 5/8”, ¾” and 1 & 3/16”). At this point I conclude that the installers were not competent or interested in determining the level of the installation surface.

After returning from out-of-state business on August 9, 2023, I contacted store #0687 and cancelled the laminate flooring installation and order carpet installation. The carpet was installed on August 29, 2023. I received a refund for the prepaid laminate floor installation contract on August 31, 2023.

However, I was told that I could not return the laminate flooring because it was a special order. This is nonsense. Per my contract special order merchandise can be returned subject to a fifteen percent (15%) restocking fee. I assert my order was not a special order. I clearly stated during my phone order that I made my selection from the flooring from products listed as “Available in Store Today” in store #0687. Apparently, the flooring was shipped from a location other than #0687.