David sent a message to Craig Menear – Chairman, CEO and President of The Home Depot email address that said:
Dear Mr. Menear:
I am a longtime customer of Home Depot in Southern CA and I write to you not in hopes of compensation, but to inform you of an issue that I think you should be aware of as a senior leader, if you are not already. This complaint is not so much about Home Depot's services, but that of your flooring installation sub-contractor in So-Cal, The Carpet Pro's.
My wife and I recently spent several thousand dollars on carpet and tile at our local Home Depot including the installation. We had heard some negative feedback on Carpet Pro's but against our better judgment we proceeded given our previous stellar experiences with The Home Depot.
If you haven't had a chance to review The Carpet Pro's reviews on Yelp I recommend spending a view minutes doing so. They are not deserving of even one star. It is unfortunate for their installers, who seem to be a bunch of hardworking guys for the most part. Their office is terrible. They are disorganized, can't schedule, don't live up to their committments, continously provide incorrect information and their finished work product is mediocre to say the least.
Their incompetence caused me to miss several days of work to sort our their mistakes. Every communication with them was initiated by me. One of their supervisors lied to me when they screwed up my order and failed to send someone to demo my existing tile before installing carpet.
Their own employees informed me that the management of The Carpet Pro's does not give a S**t about customer service because whatever contract they have with Home Depot guaranties them lots of work. This was very apparent in every interaction with their office. Their supervisors never once returned a phone call.
One of their installers damaged the drywall on my staircase but I am so tired of dealing with these people that I am going to handle it on my own as I don't have any more time or energy to waste on them.
In reading many other reviews of The Carpet Pro's, I am not alone in my experience and I implore you as the CEO to re-evaluate your company's relationship with this outfit. I think it is a shame that an industry leader like Home Depot would associate with an unprofessional organization like The Carpet Pro's.
I am sure you are very busy and I appreciate your time in reading this. I am providing my phone number in the event yourself or one of your managers would like additional feedback or details on our experience. I repeat, I am not seeking compensation.
Sincerely,
David
