Home Depot

I am a senior citizen who went into the Castle Rock, Co HomeDepot In july of 2021 to purchase a sliding glass door for my home. My daughter went with me to help me make the purchase. Milwork Specialist, Michael Thornton helped us. He told me did not have any sliding glass doors and whatever I purchased would have to be ordered. He said due to covid they were out of stock on the doors. The door I selected was a Jeld-Wen Patio door. He told me he would need to send someone out to my house to measure the door. He told me the doors were all on back order and could take up to a month to get the door. The man came out and did the measurements and made a list of everything I would need to install the door. Mr Thornton told me that I could decide if I wanted Home Depot installers to install the door or get my own installers. He said if I decided to have HomeDepot Installers do the work it the cost would me between $400-$500. I went ahead and paid for the door and everything that was listed to install the door. The cost was $1, 388.20CustomerOrder#H1531-180056. pdf

On [protected] I received this email saying my door was in.. I went into the store because I wanted to pay for the installation but was told something was wrong with the order. They said their was a "part" missing and they were trying to find something they could replace it with. I went back in the store a couple days later and was told I would have to come back the following week because Thornton was on vacation and was the only one who could help me. I went back into the store on August 26, 2021. Thornton told me their was problems with my order and I would owe more money and the installation would cost me more than the amount he had quoted me. I asked him how much more it would cost. He told me he was busy and it was going to take a couple days to figure it out. I went to the service desk and asked to speak to a manager. The manager identified himself as "Chris". I explained the situation to him and he said he would find out what was going on and would call me the next afternoon. He did not ever call but Mr. Thorton called and quoted me a cost over $1, 000.00 more than I had already paid. I told him it was not acceptable and I wanted to get my money back. I went into the store the next morning to get my money back. I spoke with a manager who identified herself as "Kira". She agreed to lower the amount to $788.00. I paid the $788.00. I thought that was ridiculous but agreed to pay it because I needed a sliding door as mine was broken and not functioning properly. Kira told me she would contact installation and have them give me a call to set up an appointment. That was on August 30th. Sept 1, I had not received a call so I called the store. I talked with a manager (Unknown female) who told me she would call installation and have them call me. On Sept. 3 by 5PM I still had not had any calls from any of the managers or installation. I went into the store and talked to Manager "Linda" who said she could not refund my money but would notify Kira to call me on Sept 4th She said I might have to pay a restock fee. I can't even believe how poor of customer service I have received. It is Sept. 4th at 4:00 PM and I still have not received a call from anyone. I refuse to pay any restock fee because the only reason it was a special order was because your store did not have ANY door and whatever door I picked would have been a special order! I called the store and ask for the district store managers name and was told it was Meri Williams. I went online and was told you were the district manager. I really don't know what to believe anymore and at this point I would just like my money back but I refuse to pay any special fees they may come up with.
On 9-7-2021 I contacted store manager, Connie Walton who said I could not get my money back unless I pay a 20 per cent restocking fee. She said the door was a Special order. I told her the only reason it was special order was the store salesman told me they did not have any doors in stock because of COVID whatever door I picked would have to be ordered. She said they have plenty of doors in stock. I told her that was not what the salesman told me. I told her I was not paying a restock fee and she referred me to someone who was suppose to get me set up for an installation. That has not happened yet and today I got isn email telling me to pick up some piece of oak I orders and to pay $52.00 for it. I have not ordered anything and was told when I paid the additional $788.00 that would cover installation and all cost! This has become a nightmare and I'm beginning stop think I am going to have to get an attorney!