Pergo® XP Extreme Performance Laminate (and Home Depot® Installation)-The Review (Spoiler alert-They suck)

Posted on October 3, 2012 | By TheEnabler | 13 Comments

I would suggest to you, that the following taken directly from Pergo is an incredible lie:

PermaMax™ surface protection by Pergo features innovative ScratchGuard Advanced technology for double the wear, double the durability over ordinary laminate flooring. Authentic texture provides a realistic wood grain finish. Installation is easier and more secure than ever with the patented PerfectFold® joint and premium attached underlayment for a more natural sound. Lifetime limited residential warranty and 5 Year limited light commercial warranty

We had this crap installed in our house by Home Depot. We got the English Oak. A lovely color, looks beautiful for the first week, then you find out that it is crap. This product is billed as commercial grade, extreme performance. Ha! It is to laugh.

Here is a picture of the product, and I use the term loosely:

You will love this Pergo flooring for a week. Then you will hate it and really hate it after Home Depot and Pergo say you were stupid for buying stuff from them.

Okay, time for bed. I will add to this review in the following days. Check back for updates!

So, the sad saga:

Bought the Pergo.  Liked the color and we have used Pergo 3 times before in both commercial and home locations and have loved it.  Home Depot was offering a special of professional installation for $400.00 flat rate if you bought the Pergo from them.  We went for it.

Home Depot installed and initially it looked great.  – A quick aside.  During the installation, while we were out and the installers were working, the dishwasher overflowed onto the floor.  The installers told us what happened but said they had cleaned it up and went on installing.

So, they got done and it looked great.  Then we noticed that some of the boards in the kitchen were lifting and that some of the edges in other rooms were high.  Then we started getting scratches very easily on the floor which had never happened to us with Pergo.  The kitchen got worse.

So, this being the XTREME! and commercial version with the 25 YEAR WARRANTY (5 year commercial) we called Home Depot.  As soon as we called, the installer, without any prompting as to what room it was in or anything, said “Oh, that is from the dishwasher overflowing.”  Now, this was the installer who had cleaned it up and continued on with his work.  If he had told us “Oh, it overflowed and we will have to take out what we had partially put in and replace it.” we would have been fine with that.  Our dishwasher overflowed.  Or if he had said that we had to let it dry for a week or whatever, that would be fine also.  But they said nothing.  So, when he immediately piped up with blaming the dishwasher, we were not happy.

So the manager cough*Natalie Bunce* cough, came out with the installer and inspected it.  They said it was nothing to do with them and that they had no reason to honor any warranty but that they would send a complaint to Pergo in case it was the manufacturer and a crappy product (which only Home Depot sells, btw).

Pergo came out, poked around and issued THEIR report.  It boiled down to they were not responsible but the installers had done a crappy job, had not sealed the kitchen area as the warranty required and had not dried the kitchen after the water spill before completing installation.  Pergo, in addition, said that the raised areas in other portions of the house was an installer error and was repairable.  Naturally, Home Depot did not offer to repair any of it.

In addition, Home Depot and Natalie Bunce did not give us the Pergo warranty report when initially asked for it.  Instead they only gave us the page that said our claim was denied and not the other Pergo report pages.

So, in summation, I would say this:  Pergo sucks but Home Depot sucks worse.  The XP Extreme is the worst laminate we have purchased even though it is the most expensive and supposedly of commercial quality.  We have loved other Pergo’s, we hate this one.  Pergo also sucks because they sell this as commercial quality but have no intention of backing their warranty even in a lower use home setting.

HOME DEPOT SUCKS THE WORST.  They do a bad job of installation, try to duck responsibility, avoid giving you information, pretend that they are not in their office when they clearly are, won’t acknowledge receiving a complaint that has been mailed and faxed several times (next up, making 400 copies and dumping them in their parking lot) and won’t offer to make good on their crappy installation job.

Come back in a month or two for the update on how the lawsuit in small claims court goes.


13 Responses to “Pergo® XP Extreme Performance Laminate (and Home Depot® Installation)-The Review (Spoiler alert-They suck)”

  1. superj707
    November 8th, 2012 @ 11:27 am

    please finish this review. I am thinking of installing this and I am on the edge of my seat to hear your objections.
    thank you

  2. Lisa
    December 22nd, 2012 @ 12:35 pm

    I am sorry you didnt have luck with the pergo floor, maybe it has a shiny surface so it showed marks. I purchased the pergo XP in the lagoria slate from the home depot and had it installed by an outside professional installer. I purchased the quiet muffler pad from a local carpet store and I LOVE THE FLOOR. It has only been in for a little under 2weeks, but itlooks great and is wearing like iron. I have two big dogs so tile and wood floors are not an option, but wanted an updated flooring that would look nice and be low maintenance. My floor looks the same as the day I put it in, and it has slot of traffic due to the remodeling.

  3. TheEnabler
    December 23rd, 2012 @ 12:03 pm

    I am glad you like yours. Perhaps the slate product is better made than the wood-like surface. Mostly our problem has been with the crappy installation by Home Depot. You were smart to use an outside installer rather than a Home Depot installer. They still will not even admit there is any problem. If they do not respond by the 1st of the year we are filing a small claims action against them. My own recommendation would be that Pergo should be considered but I would purchase it anywhere but Home Depot which has terrible customer service if you have a problem. They are happy to take your money but not happy to provide service.

  4. Lisa
    December 24th, 2012 @ 6:30 am

    Yes, I agree, home depot has good service at the store, but once you place the order you deal with a call center and nothing good comes from that. On a side note, I looked at carpet from there as well and found a nice 65oz carpet at a reasonable price. Paid the $35 and had them come measure. When I got the quote, it was several thousand dollars less then I thought it would be. I looked at the carpet name, thinking they quoted the wrong carpet… No the name match. I got a call from the call center and asked why is this less? The said I should be happy. I asked again…finally asking the right question…how many ounces is the carpet…. 40oz he proudly answered…. Thinking back, when I looked at the sample, there were two price tags, one for 40 oz and one was the 60oz (which is also the sample on the floor). Basically, the show you one weight and quote and install the other. I did not use them for carpet and went to a local carpet shop that had done my original flooring when we built our home. The price was what I expected to pay the first time and the quality was even better.

  5. Hugo
    December 27th, 2012 @ 1:14 pm

    Great post, really enjoyed it!
    — Hugo

  6. Jason
    December 31st, 2012 @ 8:59 am

    I had the same issue but different product. It was the resilient plank flooring. I strongly recommend that you contact customer care (corporate office) and let them know about your complaint.

  7. Joe
    February 4th, 2013 @ 10:36 pm

    Why are you giving Pergo an unfair review ? The issue is between you and Home Depot. Sure the installer should have recommended replacing the damaged laminate, but it was not his fault your washing machine overflowed.

  8. TheEnabler
    February 5th, 2013 @ 9:07 am

    I am not giving Pergo an unfair review. And while it was not the installers fault the washer overflowed, it was his fault that he did not do anything about it. Why would you hire a professional if they do not act like a professional? Also, Home Depot claims that their installer did everything correctly (I tend to disagree) and that the Pergo is the problem. Pergo claims differently. I tend to see it as both. This is the 5th different Pergo product that we have used in various houses and offices and the only one that has had problems of any kind. Since this is a special product offered only through Home Depot I suspect that they do not put the same quality into the product in order to meet Home Depot’s demands for low prices and profit margin. I would honestly avoid this product and Home Depot. Other Pergo products have performed well. So, I think you would do well to avoid this crappy Pergo product and Home Depots shoddy work and poor customer service.

  9. Barry
    March 9th, 2013 @ 11:40 pm

    I’ve been looking at Pergo XP and people seem to really like it. All the online installation guides, including Pergo’s, clearly warn against getting water underneath the pruduct, especially during installation. From your story it sounds like the problem is with the installer not the Pergo. Any installer who claims to know how to install the stuff knew there would be a problem. He definately should have stopped, explained the problem, and given you the options of how to proceed. Also it perhaps wasn’t wise to run the dishwasher at that time, but you know that now. HD, if the installer works for them should be stepping in to help create a solution. Besides the screwed up area, is the rest of it doing well?

  10. TheEnabler
    March 11th, 2013 @ 9:37 am

    Other than the screwed up area, it does okay. Not great but okay. It scratches, shows wear, more easily than other Pergo products we have used. I think it looks great but shows wear more easily than their other products we have used which seems odd for “Xtreme Performance.” You may like it. Just don’t have Home Depot install it, for sure.

  11. Irv
    March 31st, 2013 @ 9:36 am

    We have experience basically the same issues with the XP floor. Home Depot, professional installer, whole thing very expensive. Within a month, we were getting buckling on side joints. Installer came back, had to trim the edges because it was pushing up against the wall. Buckling continued at random. Home depot told us we would have to maintain humidity at under 50%, which is nonsense because Pergo claims you can use the product from 14%-90% humidity. Installer came again about 9 months later and found that the gap at the wall had disappeared, had to trim edges again. Home Depot said “not our fault its the product” Pergo said “not our fault its the installer” Installer said “not our fault its the product”. Finally an independent inspector came with a Home Depot representative to examine the situation. We have no idea how this is going to turn out at this point. Home Depot will not provide copy of any documentation other than the sales agreement, so we have no idea what reports have been filed relating to this. So far the floor has been great, no wear or scratching even with two dogs, but it keeps on spreading. When the independent inspector was here, the floor was again pushing up against the walls.

  12. JPrice
    April 26th, 2013 @ 8:22 pm

    Which Home Depot installed your floor? We’re almost to the ordering and $$$paying$$$ stage.
    Thanks for all the comments!

  13. TheEnabler
    April 27th, 2013 @ 4:33 pm

    Ours was from the Chico, California store.

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