Roy sent a message to Craig Menear Chairman, CEO and President of The Home Depot email address that said:
Mr. Menear,
We are long time loyal customers that experienced a problem with a purchase in St. Louis at the
So. Kingshighway store. We purchased a granite counter 2 years ago from your company and love it, around $4000.00. we also do a lot of remodeling for ourselves and relatives. Easy to say spending near $10,000 last year alone. We went into the store to look into a new counter for another of our homes. We never before had any experience with IMACS tops. We were very much expressing our concerns over this product due to having 10 grandkids. We were assured that the top would preform well and told repeatedly that the surface was 1 1/2 inch thick and would withstand any grandkid issues. We liked the color which was what got the interest in it. We went ahead and ordered the top but before it was installed we both being my Wife and I went back and talked to our salesman, Chris and again stressed that we were concerned over the top due to our grandkids and again we were told it was 1 1/2 in thick surface and would perform well. We went ahead with installation. We didn't find out till the top was being installed that the surface was actually only 1/2 inch thick everywhere except the front apron. We went the same day right back to the store to express our concerns but our salesman was gone and the lady there named Daphnie said wow I never would have sold that product to you if you said you had grandkids and Chris must not know the product. We then called the installers and their company said Homedepot sells so many many products they must not really know the specs of each product. We then called and talked to a manager that said he would call us back but never did. We talked to a lady named Linda that assused us we were wrong about the thickness. She finally looked into it and said she also was surprised. We were told Chris would contact us but it took over a week then we got ahold of Chris. Chris at that point told us He was sure we were wrong about the thickness and would call back. Chris did finally call and said he was sorry but we were correct. Since then he sent us procures saying how good the product is ect. but we are extremely unhappy. We called a manager named Joe and talked to him but he said he would call back but didn't. We went back to the store yesterday and spoke to Joe and Chris and said all we wanted was a guarantee that if something went wrong like our kids kneeled on it or my wife ect that we were covered. Joe said that he couldnt help in that manner and we said we were not happy and some type of compensation or something should be done as we were mislead on the product although not on purpose but never the less we were. Chris is a nice man and good person but didn't know the product. Joe the manager was not at all professional by not calling back and refusing to offer any solutions to help out. We wish this didnt happen and it wasn't our fault but we are stuck with a product my Wife is scared to use. Please help us out. Thank You
Roy and Rita
