• Report:  #88086

Complaint Review: Home Depot - Nashua New Hampshire

Reported By:
- Nashua, New Hampshire,

Home Depot
12 Coliseum Drive Nashua, 03063 New Hampshire, U.S.A.
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Buying new kitchen cabinets from Home Depot has been the worst experience I have ever had as a consumer. It is normal to expect that once the cabinets are delivered, installation can continue uninterrupted with the possible replacement of a defective door due to improper finish at a later date. This was not possible because several cabinets were defective which required return and replacement more than once.

I paid $10,192.94 for 17 cabinets on 8/31/03, with wall fillers, end panels, doors, toe kicks, moldings, etc. Cabinets were delivered on 9/27/03. I discovered 8 cabinets, the tall end panel adjacent to the refrigerator, 8 glass panel doors and other miscellaneous components were defective which required return and replacement. KRAFT MAID KITCHEN CABINET QUALITY WAS TERRIBLE.

I contacted Home Depot and Kraft Maid via telephone and requested the order be returned for substandard quality. I was told by Kraft Maid and later reiterated by Home Depot personnel, I could not cancel the order because I had drilled 4 screw holes in 2 of the small upper wall cabinets. A Kraft Maid representative, Mr. Perry inspected the shipment and agreed the cabinets/panels needed to be replaced and I was told new cabinets/panels would be expedited. I would not have to wait the 2 months the original order had taken. Installation was not possible at this time because once I installed a cabinet in location it could not be returned.

On 10/17/03 I received a replacement for the upper corner cabinet. For the second time, the corner cabinet was made of particle board and required replacement.

After waiting nearly 2 months (10/23/03), I received the bulk of the second delivery. I again contacted Home Depot and Kraft because 4 of the 8 cabinets and the glass doors were again defective including the upper corner cabinet, tall panel next to the refrigerator and pantry unit. I requested compensation from Home Depot for extended delays in delivery of acceptable materials. Since both ends of the lower island were defective and the upper corner cabinet was defective, I was unable to install sufficient cabinets to have the granite counter top templated. Mr. Perry again inspected the shipment and agreed the cabinets needed replacement.

On 11/7/03, I finally received sufficient cabinet boxes to allow me to finish the cabinet box installation. I was still missing acceptable doors, and the interior lazy susan of the upper corner unit. At this point I had realized a delivery delay of 9/27/03 to 11/7/03 which in turn had pushed back the granite countertop and sink installation an equal amount of time. I again spoke to Home Depot personnel for compensation for no sink and the added expense of eating out each day through no fault of my own.

I was requested to wait until all parts had been delivered until Home Depot and Kraft maid would determine what, in any, compensation I was entitled to. Return and replacement of the cabinets had delayed the sink, stove and dishwasher installation a minimum of 40 days thereby preventing food preparation in the house.

In late December, My Perry again inspected the components and determined all 8 glass doors plus 3 other doors required replacement including the shelf from the microwave unit. Note that most doors being replaced had not been installed because of the fear I would own them.

On 1/9/04 I finally received the parts for the upper corner cabinet lazy susan and on 2/23/04 received the 11 doors and microwave shelf. Total delivery delay to receive all parts 9/27/03 to 2/23/04 was 128 days in excess of 4 months. Total time from order to completion was nearly 6 months.

Regarding the issue of compensation, Mr. Perry supplied 3 pieces of x trim for the top of the cabinets and 2 pieces of flat scribe molding free of charge that were used.

I have contacted John Negron and Bill ? of Home depot and Mr. Perry of Kraft maid and been told they will offer me $600 for my inconvenience. The $600 will be supplied via a credit from Kraft Maid to Home depot and then issued to me in some form. I purchased the cabinets from Home Depot, not Kraft Maid and believe this amount is insufficient for my damages.

I pointed out that Home depot had a 10% off sale on identical cabinets near the time I wanted to cancel the order and I paid cash for the cabinets even though there was a 0% financing offer at the time of purchase. I have also been a good customer who has spent in excess of $15,000 over the last 6 months at the Home Depot store.

Note that the dates I have used in the above letter are dated from the shipping receipts and do not include shipping time. The actual delays were longer in some cases due to shipping cabinets by truck.

It is interesting that Home Depot personnel take no responsibility for the delays to my kitchen. I will never order any big ticket item from them again and will try and source my materials elsewhere.

I am currently researching small claims action against Home Depot to get additional compensation. Food for 40 days alone is worth over $2000 to eat out.


Nashua, New Hampshire

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2 Updates & Rebuttals


New Hampshire,
Home Depot Kitchen Cabinet Ripoff Resolution

#2Author of original report

Fri, October 01, 2004

I was finally forced to file a small claims action against the Home Depot store. In store personnel were of little help. In my small claims action against the store, I stated that fair compensation would be $2800 for eating out the 40 days delivery delay (9/27/03 to 11/7/03). This is for 2 people at a daily rate of $35/person which is less than the $38/day 2003 GSA per diem rates for Concord and Manchester NH allowed for government employees. The $38/day GSA rate breakdown is as follows: $7 breakfast, $8 lunch, $20 dinner and $3 for incidentals. I also would also like the recover an additional $500 for lack of use of the kitchen for 4 months, no doors, etc. and an additional $500 for mental anguish. Total fair compensation is $3800 plus filing and service fees for this action. After filing in the local small claims court, the Home Depot lawyer representing the case, offered me $1000 to settle prior to the court date. We finally settled for $1500. I recommend filing with your local small claims court for resolution. Use your legal right to obtain fair compensation.


Never Pay Cash

#3Consumer Suggestion

Sun, April 18, 2004

Even if you have the cash, always pay by credit card for expensive items. Had you paid by credit card, you could have disputed the charge after the first bad shipment arrived. Home Depot would then need to pick up the cabinets and refund the money. As soon as the merchandise arrives and is acceptable, then you just pay off the credit card bill.

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