Update by user Sep 26
Contacted by the actual store manager resolved completely.
Original review posted by user Sep 18
We went to Home Depot to order a window. Our installer assured us that if we told the "experts" in the window department what we needed we would be able to order the window. We went to the pro desk at Home Depot and told the "expert" we needed a basement egress window that was being installed into concrete. We said we preferred Anderson and the most efficient. $800 later we ordered a window trusting that when we told him we were installing a basement egress window he was ordering us the correct window. He put a nice red stamp on it that we initialed stating there were no returns. We signed it trusting that he sold us the correct window.
We told our installer it was a crank out which he didn't like but our contractor cut our roof to make it work. When our installer went to install the window he discovered that it was not a window to be installed in concrete and it wasn't egress compliant which is a major safety issue! If we had tried to make this expensive window work we could have died if there was ever a fire and we couldn't get out the window.
We went back to Home Depot and Mike at the pro desk recognized immediately that it was not egress compliant and we could not install that window. When we tried to talk to the manager Joel all he would do is point at the little red stamp we initialed and said we signed off on it. We signed off on it based on trusting their experts to order the correct window!!! We are not contractors or experts in window installation. I explained to Joel that we now had a very expensive window at the very beginning of our remodel that we couldn't use. He just said we couldn't return it but he did finally say that he would speak to his employee and his manager and call me back within a week. A week later he didn't even have the courtesy to call me but had Mike call me and said they would give me credit towards a new window. A small credit and I still have an $800 window I can't use and had to order the correct window from another company because I have a huge hole in my basement with no window. Joel didn't even have the customer service skills to call me himself and maybe offer an apology for his expert selling us the wrong window and all the inconvenience and extra cost this has caused.
I tried to contact their corporate customer service and they just referred me back to Joel who is part of my problem at this point.
Sad that Home Depot would lose so much business due to lack of competent employees and such terrible customer service. I would think that maybe selling me a incorrect product that was actually a danger to my life would warrant at least an apology. Wow. I guess the rest of my remodel will be done with Lowes and Menards or a local company.
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $1000.
Preferred solution: A credit for at least what the new window I had to order cost or a full refund..