I'm posting this on behalf of my household after an incredibly frustrating experience with The Home Depot in Lake Forest.
We ordered custom French doors and windows in January and paid in full. When the order was delivered in February, one of the doors was both incorrect (wrong finish) and defective. From there, the situation completely broke down.
The store team (Dustin and Blake) provided no communication, failed to follow up multiple times, and did not take ownership of resolving the issue. Even after escalating to management, we were told someone would contact us - but no one ever did.
The most concerning part was that our home was left with a French door-sized opening covered by plywood for over a month while we waited for a replacement. This exposed the interior of our home to weather, which has impacted our floors.
After more than a month, the replacement door finally showed up-with no prior notification or coordination. They are trying to charge us for an upgraded door that was not communicated or approved by us. And their Solution is waiving the fee for the upgrade which was neither shared or approved by is.
What should have been a straightforward special order turned into a prolonged and stressful experience due to poor communication and lack of accountability. Based on this experience, we would not recommend using this location for custom orders.
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