I purchased a carpet & pad in August 2015. I called the floor covering dept. twice in two weeks & was told someone would call me back. No one returned my calls. I drove to Home Depot to talk face to face with someone in floor covering. I explained about the calls or lack there of & she explained some people were in training & failed to give messages. I purchased carpet & pad from the very helpful lady "paid in full" & was told it would be about the middle of September before installation mind you this was about mid August. Ok I guess as they had to order & have it shipped arrival at Home Depot about Aug. 28th.. Mid September came & went. New installation date was Sept.28th. On a Monday the installers girl Friday called to ask if they could change to Thursday Oct. 1st as the installer didn't want to make two trips from Portland to The Dalles in the same week. I called Home Depot & explained I wanted my carpet ( no more delays )!! Or I was DONE. The lady called me back to say there would be no more date changes. The installer called to say he would defiantly be there Oct 1st. I cleared out all the smaller items from my living room & put on a fresh pot of coffee & settled back to wait for the installer. At around 3:00 pm girl Friday called to say he wouldn't make it. I hung up & called Home Depot, spoke with a manager & said I wanted a REFUND IN FULL. I had to drive back to The Dalles to swipe my debit card for a refund. I have never been treated so shabbily! The manager at Home Depot did apologize & I appreciate that she called to explain they contract out for installers & it's the installers fault not the stores. Excuse me but the store hired the installer!!!
I bought a kitchen aid dishwasher on cyber Monday - we were very happy as we got a great deal. The installation was scheduled and confirmed for tomorrow. Unfortunately, at 7pm tonight, just 13 hours prior to installation, I received another phone call that all of a sudden, they don't have the dishwasher - they will need another 8 days to deliver???
This is unacceptable, I am very disappointed in Home Depot. I am so happy I had this experience with Home Depot prior to purchasing new hardwood floors - now I know where NOT to go.
Home Depot should advertise that tthey offer a military discount on certain items of your purchase (the lower priced items ) unlike their biggest competitor [redacted] who offers a 10,% discount off your entire purchase.
Flooring installation confused at the git-go' by the original estimator, the lack of knowledge people at the store understaffed and unprepared installer. This order was place in November delayed by us for Holidays , purchaser sickness.........now delayed due to lack of rereading order which explains in detail what needs to be. Left with nothing done by overwhelmed staff. Home Depot needs to hire more help or cease to offer in home installation.. Irreplaceable items moved to speed up work know subject to damag.
Beware! Large Contractors/ Customers Penalized under New Home Depot System!
I am a large contractor in Boston as well as own many multifamily buildings. I purchase a lot of materials at Home Depot and also do a small percentage of returns. Recently I went to return and was Refused, the reason being I have returned too many items without receipts.
We purchase a lot and therefore return more than most. It appears because we are contractors and purchase and return a lot, we are penalized and "Locked out of Returning".!!
It is impossible because of the volume we do to carry all of the receipts with us at all times. Things need to go to accounting for reconciliation, so receipts are not always in hand.
Something is seriously wrong with this system! I run a business and take care of my customers that spend more $$. Home Depot on the other hand makes it difficult for large spenders and contractors.
We used to be able to call a manager who could over ride. They would see us in the store and know we spend. This is No longer the case. We are now given a worthless 1800 number to a company called "The Retail Equation" which has Zero Power to correct the situation(not even sure why they exist? !) You call and they give You a PO box to send your complaint too.
I know Comcast is the number 1 hated business in the US because of the way they treat their long term customers, raise rates on their best, longest term customers. Looks like Home Depot is working its way up the list. So good we have other options... Hello Lowe's!
Our nearest Home Depot is in El Paso, TX (2+ hours away). Working with a wish list on the Home Depot site we got an order together totaling nearly $5,000 for our bathroom remodel. Their Pro Dest reviewed it and found over $200 worth of discounts and savings. We applied it to their normal shipping fee to our location (over $200).Our order was delivered about two weeks later.
Upon delivery we found multiple problems:
1. Our multi-piece, $1,000 shower was not complete. Only the side walls were delivered. The base was left behind. One box instead of two.
2. Our toilet had two boxes, but they were both tanks. There was no toilet bowl. We were also charged twice for the toilet on our final invoice.
3. Sheets of Durock concrete board were placed on top of other items on the truck and then a strap was cinched down to secure the load. The Durock panels were destroyed.
I contacted the Pro Desk.They apologized, but I had to drive 2+ hours to return items and get the proper eplacements myself.
Home Depot installed windows in my house in October and promised they would return within 2 weeks to install the missing plugs that did not come with the windows and to replace the defective window from the factory that had a black blemish on it between the glass. I have now been ignored for over 3 months and they will not come out to complete the job. Every time I call they act like it is the first time they have heard any of this. I have called and sent multiple emails to the regional and divisional managers with no response from them at all on getting the job completed.
Speechless, they only way to describe how Home Depot's left me after my horrific experience at the Zachary La Home Depot. I purchased a suite of appliances for our new home. The purchase went smoothly, with delivery scheduled ~2.5 weeks out for kitchen appliances. When the appliances arrived the Wed before Thanksgiving, the installation company stripped the screws to the electric range. They took the appliance back and stated they would have to order a new one. I went to the store immediately as I had family from out of town coming in to my home for the holidays. I escalated the issue to one of the managers, Don. Don called the delivery service and they stated that they would deliver it on 12/8, there exact words "if I don't like it I can cancel my order". After 90 minutes of explaining that I had no way to cook a turkey, Don offered me the floor model. Unfortunately, there was a dent in this unit so we agreed that I would take it and when the new one arrived they would swap it out.
On 11/30/17 we ordered a new Washer and Dryer. An assistant manager helped us out but admitted he was struggling with the computer system. We finally got the order placed and I was on my way with deliver expected on 12/29.
On 12/8, I received a call that my appliance would be delivered in the AM, when it never arrived, we called the number only to find out that our appliance had gone to the store. Not sure how I am supposed to retrieve this appliance in my civic? Not sure why they called to let me know a delivery time to the store? I tried to work it out but ran out of time before we left town for the holidays.
On 12/29, the washer and dryer arrived, I did not realize that without purchasing a stacking bracket they would not install the units. We agreed to put them in the garage and that I would just need to buy the bracket and they would come out and install it.
On 1/1/17, I went to the store to address the two open issues. After waiting for nearly an hour, I placed my order for the stacking bracket. When they charges came up, I was told that I would have a $59.00 delivery fee. This was not acceptable and I insisted on speaking to the store manager, Rob. Rob apologized and stated he would personally call me to resolve the stove issue and waived the $59.00 fee. (The soonest they could come out for the Washer and Dryer was on 1/13/17). Rob was in the store on his holiday and clearly not working a normal shift.
I waited another 6 days without a call, so I went back to the store on 1/7/17 and Don, the first manager I spoke to promised me he would get me my range and stated Rob had the day off. Later that day, Don called to tell me he had located my stove and would deliver it on Monday 1/9/17.
On 1/9/17 Don sent out two employees to deliver the stove, unfortunately, it was just delivery. They dropped the stove, box and all in my kitchen and left with installation nor taking the old one. My wife tried to explain that she did not think this was the understanding but the employees could not reach Don for an answer so the left. Later that day, I went back to the store and showed Don a picture of the Range in my kitchen with the 'loaner' still hooked up. I asked him "what would he like me to do?" He said he would take care of it the next day.
On 1/10/17, two new HD employees showed up to resolve the stove issue; installing the new one and taking the old one. One Issue Done!
On 1/13/17, the installer showed up to install the washer and dryer. During the uncrating of the Dryer, the installer let it slip and it crashed to the concrete and became scraped up and damaged. The installer called some 1-800 number and got nowhere because apparently when they left it there on 12/29 I became the owner and its not GE's problem. (Not sure why they call GE when it's an LG product). The installer promised me that I would get a call from Rhett his manager to resolve the issue that day. I did not get a call, I waited through the weekend, gave them the benefit of the doubt that they were closed for MLK day on Monday, but surely, I would get a call on Tuesday... NOPE.
So on Wed, I called to speak to Rhett, unfortunately, he is 'tied up in a meeting' and will get back to me. I am not holding my breath.
I recommend that HD reflect on their Vision of "Customer Excellence" or their Inverted Pyramid that states:
INVERTED PYRAMID
"We live by a simple premise by our founders: Put customers and associates first, and the rest will take care of itself."
In the past 15 years that I have been doing business with Home Depot. I have never been so impressed with the professionalism than I have observed and experienced during my Spring/Summer shopping at Home Depot. The people there treated me well, and a unique lady in flooring took good care in guiding me into making some wise decisions from the onset of my project. The Pioneer Hills location in Aurora, Colorado assisted and supported me in managing a 12,000 remodeling job. I can not thank the employees and management of this Home Depot location enough. Hats off to Home Depot and all of the employees at the Pioneer Hills Home Depot store.
I want to make aware of the wonderful service at the Home Depot on Shallowford Road location in Marietta. I go to this location and the location on Roswell Road in Marietta. I had to return a light that did not work, the Home Depot Service Clerk reminded me of why I always shop at Home Depot. She took down the numbers and went back and got another one for me. That saved me tons of time. They were so nice and helpful. Always make me want to come back!
On January 19, 2014 I purchased a Maytag clothing dryer and an accompanying 5 year protection plan. Recently this dryer stopped working and when we called to have it serviced the technician came and told us that some internal components had rusted and the entire drum would need to be replaced. No problem, that's what we bought the hundred dollar protection plan for, right? Wrong. He proceeded to tell us that because the problem was caused by rust it fell under the category of "cosmetic repair" and was not covered by our warranty. In what way is the complete failure to operate "cosmetic"? I would understand if it was just a little rust on the bottom or some chipped paint, but the dryer will not function at all and home depot refuses to repair it. I will never purchase a warranty (or anything for that matter) from home depot again. It is clear that this business has no concern for its customers once they've completed their transactions. They have absolutely no integrity whatsoever and I would advise that nobody purchase anything from them.
My experience with Home Depot has been beyond unsatisfactory. I purchased a door worth over $5000. The manufacturers initially made the door incorrectly and I was offered to keep the mistake (at no extra cost) even though I paid more for features which I was not going to get. I declined and the replacement door was then delivered later than promised. The door which was delivered was unfinished in places and had to be replaced. I was then put at the bottom of the list so to speak because the 3rd door took longer than the initial door. When it finally came there was still overspray on the paint and I was not entirely happy. I was offered a $200 credit for my inconvenience. I insisted on getting the offer in writing which I was given. Home depot was very clear that they did not want to bill me for the entire balance and then apply a $200 credit to the credit card - they insisted they wanted to reduce the final payment by the discount. Surprise, they billed me for the entire amount. I repeatedly tried calling my Project Coordinator who earlier was so very apologetic and willing to help who would not call me back. I still do not have this resolved and will be contacting the credit card company to inform them that the amount Home Depot has billed me was not authorized. If they want their door back they can come and replace it. I will be contact small claims to assist since the only way I can seem to get a formal complaint to Home Depot is to be redirected to the contact who is the person not responding to my calls. Never again will I purchase anything small or large from Home Depot and I would highly recommend that others be very wary. I was warned before I made the purchase and I did not listen. Fool me once.
I called HD to install rain gutters on my one story house. The HD rep diagrammed the gutter installation and I paid the full price.. Two weeks later, I waited until no one showed after 2 hours, After re-scheduling.the installers followed the diagram and installed three downspouts. I soon discovered only two down spouts were working. HD confirmed the bad install (poor pitch) and sent a different installer. Who lied that he had fixed it but it was still the same as before.plus he created a leak which he had to return to fix.. The HD install manager was called three since then each time promising to resolve or refund me only $250 of $1300. This is the second time HD installers screwed up a job. I don't plan to make that mistake again. I called HD HQ and they will investigate my complaint further. Don't trust HD
I have purchased six appliances; original delivery date was scheduled and on the date of the delivery nobody showed up and 2 hours later on the phone I still had no answer as to why I was not informed that my appliances would not be delivered on that day. However, a new delivery date was established.
Chapter II
New delivery date arrived so did the delivery truck: half hour call before the delivery turned into 5 minutes. I was excited and ready to get the new equipment. My happiness turned into disappointment in a matter of seconds. They only had four out six appliances, the refrigerator was not on the truck: I empty my refrigerator for second time for no reason, not to mention turning of gas and water. I had no option but to refuse the delivery, because I was informed by Home Depot that the delivery can not be made unless all the equipment ordered is present.
Chapter III
Finally we have arrived on "the third lucky day". The truck has arrived, this time the delivery people called from my driveway, so much for the half hour notice. However, the morning turn into proverbial "cluster ...k". This time again only four out of six appliances were on the truck with wrong refrigerator and delivery personnel informed me that according to paper work they are not removing old equipment. I showed my paper work distinctively reflecting that I have paid for removal. NO, that did not matter to these two fine gentlemen...Delivery canceled.
Home Depot is horrible with these types of problems; after spending countless hours on the phone and being promised quick resolution as of yet nobody has called me back...Stay tuned for next chapter (" The Revenge of the Dish Washer")
(Home Depot Roofing) My roof was affected by hurricane Mathew. It needed to be totally replaced. We had 6 quotes ranging from 13,600 to 22,000. Home Depot came in the middle at 15,800. We signed a contract and permits were pulled for the job. After talking with the job manager things were going well and work should have started soon after. Then we received a call from the salesman saying they wanted an additional 5,000.00 or they would cancel the contract. By this time getting a roofer is harder and more expensive. We worked our way through several management personal to no avail. Home Depot cancelled our permit and another permit in the Titusville area. The contract did say that we would have to pay 10% of the total contract if we were to cancel. I did let them know they should be required to pay the same for hardship and increased cost due to delaying service.
I went on-line to order a ac/heater window unit and was having trouble saying in was in store only. When I called 1-800-Home-Depot the associate said that there was no way for him to order this item and have it directly delivered to my home. That he would transfer me to the closest store to see if they could do a store to store transfer. The lady at the store said there was no way for her to order it and have it delivered to their store. If I was willing to drive 150 miles to pick the 500 dollar item up then she would order it for me. I cannot believe that it is 2016 and Home Depot being as big as they are can not have this product ordered from store to store or ordered and delivered to my home. From this point on when I'm shopping for household products I will consider going to Lowes. This whole ordeal has wasted around a hour of my time.
A lot of stores are stocking less items in their store, and more items online only. In general I don't have a problem with this, but almost every order I've placed online with Home Depot has had problems. I ordered a bathtub, and had the plumber scheduled for installation. Home Depot cancelled my order, never notified me, nor refunded my money. Calling customer service was useless; I ended up going into the store, and they called customer service, and spent more than an hour getting it straightened out. I ordered 3 sconces; 1 of them arrived damaged. I took it back to the store to return it, but they wouldn't order a replacement because it was back ordered. I purchased these sconces on sale, and once they sale was over, they were miraculously back in stock, and I had to then order it at full price. I ordered 3 medicine cabinets that I was unable to use in my remodel. I attempted twice to return these, only to be told they had no record of my order, and couldn't help me.
I am writing this letter to let your corporation know how disappointed I am with the services of both the Home Depot flooring department in Simi Valley, CA along with the floor installer, [redacted]
To sum it up, Home Depot truly hindered and made my move-in to my very first owned home an experience that I hope to forget. I cannot tell you how excited I was for my husband and I to fix up our new home and purchase new laminate floors and carpet. Unfortunately, from the very start, we had nothing but problems when dealing with he Home Depot team. I am not one to point fingers at one individual, but from a team standpoint - a whole lot was done incorrectly and this is very upsetting.
Here is an outline of issues encountered (that I can recall):
a) Measurements were taken at my home the first week of August 2016
b) Measurements were not done correctly or in entirety (missed an entire room among other things), new measurements taken the second week of August.- setting us back an entire week.
c) We go into the Simi Valley store to go over the measurements, the selected products and quote however our order was originally put in as all carpet (even in the kitchen and bathrooms) so we had to spend 2 hours in the store getting the quote corrected. Items were finally purchased on August 19th. We opened a home depot card and I was told by the associate that they would call that following Monday to try and get our purchase on 12 months interest free financing vs. the standard six months - still to this day never hear back on this.
d) We waited to hear from the store to let us know when our laminate would be in so it could acclimate in our house - never heard a word. We stopped by the store to purchase other items and were told by our cashier that we had items waiting for us to pick up - that being the laminate. Would have been nice to have been called so we could start the acclimation process sooner....
e) Home Depot lets the installer know that we have the materials and to schedule appointment - once the installers arrived, half a week later, they were unable to start the job because they were missing the transition pieces and the measuring person did not include the stairs leading to the living room and bedroom - we were set back another week and a half waiting for the new measurements and the special order pieces of laminate.
f) In the mean time, we have our carpet upstairs installed along with the vinyl in the downstairs bathroom (after having a third measure because they forgot to add upstairs bathroom to the original order) the installer of the vinyl managed to break two of my toilets, one of which was never put back on and the toilet was left in the middle of my bedroom on the brand new carpets. I was told that "pieces broke during the install and I would need to have a plumber look at this". To this day, I am down to one working toilet out of three and I am awaiting a plumber which I now have to spend $90 per toilet.
g) Last week I was told all materials came in for the floor, finally however the earliest the installer had was for Tuesday, Sept 20th. I wait at home and no one shows (took time off work AGAIN) just to find out that the appointment was actually never scheduled as the manager of home depot had said - SO it was delayed until later in the afternoon. Came home last night to it STILL not done because yet again, they are missing a transition piece. I currently have a huge space between the bathroom and the landing.
After all of this trouble and over a month of hassle, disappointment, re-scheduled appointments, broken toilets, sub-par install job, and delays I have a whole whopping $400 back on my card for my troubles. Which is laughable considering I have almost $200 in toilet fees coming my way.
I have been mad, sad, aggravated, missed work and many more disgruntled feelings and that is the LAST thing I should experience when spending over $6 thousand dollars with a vendor. I am beside myself - and I can honestly say when this is done that I will never step foot in another home depot location. I thought by using a well known name vendor that I would get my money's worth and all I am left with is a bad experience, sour taste in my mouth and a lifetime of passing the word of my horrible time with it all.
I hope my story will help your customer service and or training teams figure out a strategy in which others don't have to go through the same thing.
Thank you for reading this and I hope someone finds it useful.
I purchased a carpet & pad in August 2015. I called the floor covering dept. twice in two weeks & was told someone would call me back. No one returned my calls. I drove to Home Depot to talk face to face with someone in floor covering. I explained about the calls or lack there of & she explained some people were in training & failed to give messages. I purchased carpet & pad from the very helpful lady "paid in full" & was told it would be about the middle of September before installation mind you this was about mid August. Ok I guess as they had to order & have it shipped arrival at Home Depot about Aug. 28th.. Mid September came & went. New installation date was Sept.28th. On a Monday the installers girl Friday called to ask if they could change to Thursday Oct. 1st as the installer didn't want to make two trips from Portland to The Dalles in the same week. I called Home Depot & explained I wanted my carpet ( no more delays )!! Or I was DONE. The lady called me back to say there would be no more date changes. The installer called to say he would defiantly be there Oct 1st. I cleared out all the smaller items from my living room & put on a fresh pot of coffee & settled back to wait for the installer. At around 3:00 pm girl Friday called to say he wouldn't make it. I hung up & called Home Depot, spoke with a manager & said I wanted a REFUND IN FULL. I had to drive back to The Dalles to swipe my debit card for a refund. I have never been treated so shabbily! The manager at Home Depot did apologize & I appreciate that she called to explain they contract out for installers & it's the installers fault not the stores. Excuse me but the store hired the installer!!!
I bought a kitchen aid dishwasher on cyber Monday - we were very happy as we got a great deal. The installation was scheduled and confirmed for tomorrow. Unfortunately, at 7pm tonight, just 13 hours prior to installation, I received another phone call that all of a sudden, they don't have the dishwasher - they will need another 8 days to deliver???
This is unacceptable, I am very disappointed in Home Depot. I am so happy I had this experience with Home Depot prior to purchasing new hardwood floors - now I know where NOT to go.
Home Depot should advertise that tthey offer a military discount on certain items of your purchase (the lower priced items ) unlike their biggest competitor [redacted] who offers a 10,% discount off your entire purchase.
Flooring installation confused at the git-go' by the original estimator, the lack of knowledge people at the store understaffed and unprepared installer. This order was place in November delayed by us for Holidays , purchaser sickness.........now delayed due to lack of rereading order which explains in detail what needs to be. Left with nothing done by overwhelmed staff. Home Depot needs to hire more help or cease to offer in home installation.. Irreplaceable items moved to speed up work know subject to damag.
Beware! Large Contractors/ Customers Penalized under New Home Depot System!
I am a large contractor in Boston as well as own many multifamily buildings. I purchase a lot of materials at Home Depot and also do a small percentage of returns. Recently I went to return and was Refused, the reason being I have returned too many items without receipts.
We purchase a lot and therefore return more than most. It appears because we are contractors and purchase and return a lot, we are penalized and "Locked out of Returning".!!
It is impossible because of the volume we do to carry all of the receipts with us at all times. Things need to go to accounting for reconciliation, so receipts are not always in hand.
Something is seriously wrong with this system! I run a business and take care of my customers that spend more $$. Home Depot on the other hand makes it difficult for large spenders and contractors.
We used to be able to call a manager who could over ride. They would see us in the store and know we spend. This is No longer the case. We are now given a worthless 1800 number to a company called "The Retail Equation" which has Zero Power to correct the situation(not even sure why they exist? !) You call and they give You a PO box to send your complaint too.
I know Comcast is the number 1 hated business in the US because of the way they treat their long term customers, raise rates on their best, longest term customers. Looks like Home Depot is working its way up the list. So good we have other options... Hello Lowe's!
Rosie, store manager of [redacted] deplores gay people. Ask her how
many she's fired in 24 hours. In calling the[redacted]
Our nearest Home Depot is in El Paso, TX (2+ hours away). Working with a wish list on the Home Depot site we got an order together totaling nearly $5,000 for our bathroom remodel. Their Pro Dest reviewed it and found over $200 worth of discounts and savings. We applied it to their normal shipping fee to our location (over $200).Our order was delivered about two weeks later.
Upon delivery we found multiple problems:
1. Our multi-piece, $1,000 shower was not complete. Only the side walls were delivered. The base was left behind. One box instead of two.
2. Our toilet had two boxes, but they were both tanks. There was no toilet bowl. We were also charged twice for the toilet on our final invoice.
3. Sheets of Durock concrete board were placed on top of other items on the truck and then a strap was cinched down to secure the load. The Durock panels were destroyed.
I contacted the Pro Desk.They apologized, but I had to drive 2+ hours to return items and get the proper eplacements myself.
Home Depot installed windows in my house in October and promised they would return within 2 weeks to install the missing plugs that did not come with the windows and to replace the defective window from the factory that had a black blemish on it between the glass. I have now been ignored for over 3 months and they will not come out to complete the job. Every time I call they act like it is the first time they have heard any of this. I have called and sent multiple emails to the regional and divisional managers with no response from them at all on getting the job completed.
Do NOT get your tile installed from here. I did & it has been a nightmare...
Speechless, they only way to describe how Home Depot's left me after my horrific experience at the Zachary La Home Depot. I purchased a suite of appliances for our new home. The purchase went smoothly, with delivery scheduled ~2.5 weeks out for kitchen appliances. When the appliances arrived the Wed before Thanksgiving, the installation company stripped the screws to the electric range. They took the appliance back and stated they would have to order a new one. I went to the store immediately as I had family from out of town coming in to my home for the holidays. I escalated the issue to one of the managers, Don. Don called the delivery service and they stated that they would deliver it on 12/8, there exact words "if I don't like it I can cancel my order". After 90 minutes of explaining that I had no way to cook a turkey, Don offered me the floor model. Unfortunately, there was a dent in this unit so we agreed that I would take it and when the new one arrived they would swap it out.
On 11/30/17 we ordered a new Washer and Dryer. An assistant manager helped us out but admitted he was struggling with the computer system. We finally got the order placed and I was on my way with deliver expected on 12/29.
On 12/8, I received a call that my appliance would be delivered in the AM, when it never arrived, we called the number only to find out that our appliance had gone to the store. Not sure how I am supposed to retrieve this appliance in my civic? Not sure why they called to let me know a delivery time to the store? I tried to work it out but ran out of time before we left town for the holidays.
On 12/29, the washer and dryer arrived, I did not realize that without purchasing a stacking bracket they would not install the units. We agreed to put them in the garage and that I would just need to buy the bracket and they would come out and install it.
On 1/1/17, I went to the store to address the two open issues. After waiting for nearly an hour, I placed my order for the stacking bracket. When they charges came up, I was told that I would have a $59.00 delivery fee. This was not acceptable and I insisted on speaking to the store manager, Rob. Rob apologized and stated he would personally call me to resolve the stove issue and waived the $59.00 fee. (The soonest they could come out for the Washer and Dryer was on 1/13/17). Rob was in the store on his holiday and clearly not working a normal shift.
I waited another 6 days without a call, so I went back to the store on 1/7/17 and Don, the first manager I spoke to promised me he would get me my range and stated Rob had the day off. Later that day, Don called to tell me he had located my stove and would deliver it on Monday 1/9/17.
On 1/9/17 Don sent out two employees to deliver the stove, unfortunately, it was just delivery. They dropped the stove, box and all in my kitchen and left with installation nor taking the old one. My wife tried to explain that she did not think this was the understanding but the employees could not reach Don for an answer so the left. Later that day, I went back to the store and showed Don a picture of the Range in my kitchen with the 'loaner' still hooked up. I asked him "what would he like me to do?" He said he would take care of it the next day.
On 1/10/17, two new HD employees showed up to resolve the stove issue; installing the new one and taking the old one. One Issue Done!
On 1/13/17, the installer showed up to install the washer and dryer. During the uncrating of the Dryer, the installer let it slip and it crashed to the concrete and became scraped up and damaged. The installer called some 1-800 number and got nowhere because apparently when they left it there on 12/29 I became the owner and its not GE's problem. (Not sure why they call GE when it's an LG product). The installer promised me that I would get a call from Rhett his manager to resolve the issue that day. I did not get a call, I waited through the weekend, gave them the benefit of the doubt that they were closed for MLK day on Monday, but surely, I would get a call on Tuesday... NOPE.
So on Wed, I called to speak to Rhett, unfortunately, he is 'tied up in a meeting' and will get back to me. I am not holding my breath.
I recommend that HD reflect on their Vision of "Customer Excellence" or their Inverted Pyramid that states:
INVERTED PYRAMID
"We live by a simple premise by our founders: Put customers and associates first, and the rest will take care of itself."
In the past 15 years that I have been doing business with Home Depot. I have never been so impressed with the professionalism than I have observed and experienced during my Spring/Summer shopping at Home Depot. The people there treated me well, and a unique lady in flooring took good care in guiding me into making some wise decisions from the onset of my project. The Pioneer Hills location in Aurora, Colorado assisted and supported me in managing a 12,000 remodeling job. I can not thank the employees and management of this Home Depot location enough. Hats off to Home Depot and all of the employees at the Pioneer Hills Home Depot store.
I want to make aware of the wonderful service at the Home Depot on Shallowford Road location in Marietta. I go to this location and the location on Roswell Road in Marietta. I had to return a light that did not work, the Home Depot Service Clerk reminded me of why I always shop at Home Depot. She took down the numbers and went back and got another one for me. That saved me tons of time. They were so nice and helpful. Always make me want to come back!
On January 19, 2014 I purchased a Maytag clothing dryer and an accompanying 5 year protection plan. Recently this dryer stopped working and when we called to have it serviced the technician came and told us that some internal components had rusted and the entire drum would need to be replaced. No problem, that's what we bought the hundred dollar protection plan for, right? Wrong. He proceeded to tell us that because the problem was caused by rust it fell under the category of "cosmetic repair" and was not covered by our warranty. In what way is the complete failure to operate "cosmetic"? I would understand if it was just a little rust on the bottom or some chipped paint, but the dryer will not function at all and home depot refuses to repair it. I will never purchase a warranty (or anything for that matter) from home depot again. It is clear that this business has no concern for its customers once they've completed their transactions. They have absolutely no integrity whatsoever and I would advise that nobody purchase anything from them.
My experience with Home Depot has been beyond unsatisfactory. I purchased a door worth over $5000. The manufacturers initially made the door incorrectly and I was offered to keep the mistake (at no extra cost) even though I paid more for features which I was not going to get. I declined and the replacement door was then delivered later than promised. The door which was delivered was unfinished in places and had to be replaced. I was then put at the bottom of the list so to speak because the 3rd door took longer than the initial door. When it finally came there was still overspray on the paint and I was not entirely happy. I was offered a $200 credit for my inconvenience. I insisted on getting the offer in writing which I was given. Home depot was very clear that they did not want to bill me for the entire balance and then apply a $200 credit to the credit card - they insisted they wanted to reduce the final payment by the discount. Surprise, they billed me for the entire amount. I repeatedly tried calling my Project Coordinator who earlier was so very apologetic and willing to help who would not call me back. I still do not have this resolved and will be contacting the credit card company to inform them that the amount Home Depot has billed me was not authorized. If they want their door back they can come and replace it. I will be contact small claims to assist since the only way I can seem to get a formal complaint to Home Depot is to be redirected to the contact who is the person not responding to my calls. Never again will I purchase anything small or large from Home Depot and I would highly recommend that others be very wary. I was warned before I made the purchase and I did not listen. Fool me once.
I called HD to install rain gutters on my one story house. The HD rep diagrammed the gutter installation and I paid the full price.. Two weeks later, I waited until no one showed after 2 hours, After re-scheduling.the installers followed the diagram and installed three downspouts. I soon discovered only two down spouts were working. HD confirmed the bad install (poor pitch) and sent a different installer. Who lied that he had fixed it but it was still the same as before.plus he created a leak which he had to return to fix.. The HD install manager was called three since then each time promising to resolve or refund me only $250 of $1300. This is the second time HD installers screwed up a job. I don't plan to make that mistake again. I called HD HQ and they will investigate my complaint further. Don't trust HD
Chapter I
I have purchased six appliances; original delivery date was scheduled and on the date of the delivery nobody showed up and 2 hours later on the phone I still had no answer as to why I was not informed that my appliances would not be delivered on that day. However, a new delivery date was established.
Chapter II
New delivery date arrived so did the delivery truck: half hour call before the delivery turned into 5 minutes. I was excited and ready to get the new equipment. My happiness turned into disappointment in a matter of seconds. They only had four out six appliances, the refrigerator was not on the truck: I empty my refrigerator for second time for no reason, not to mention turning of gas and water. I had no option but to refuse the delivery, because I was informed by Home Depot that the delivery can not be made unless all the equipment ordered is present.
Chapter III
Finally we have arrived on "the third lucky day". The truck has arrived, this time the delivery people called from my driveway, so much for the half hour notice. However, the morning turn into proverbial "cluster ...k". This time again only four out of six appliances were on the truck with wrong refrigerator and delivery personnel informed me that according to paper work they are not removing old equipment. I showed my paper work distinctively reflecting that I have paid for removal. NO, that did not matter to these two fine gentlemen...Delivery canceled.
Home Depot is horrible with these types of problems; after spending countless hours on the phone and being promised quick resolution as of yet nobody has called me back...Stay tuned for next chapter (" The Revenge of the Dish Washer")
(Home Depot Roofing) My roof was affected by hurricane Mathew. It needed to be totally replaced. We had 6 quotes ranging from 13,600 to 22,000. Home Depot came in the middle at 15,800. We signed a contract and permits were pulled for the job. After talking with the job manager things were going well and work should have started soon after. Then we received a call from the salesman saying they wanted an additional 5,000.00 or they would cancel the contract. By this time getting a roofer is harder and more expensive. We worked our way through several management personal to no avail. Home Depot cancelled our permit and another permit in the Titusville area. The contract did say that we would have to pay 10% of the total contract if we were to cancel. I did let them know they should be required to pay the same for hardship and increased cost due to delaying service.
I went on-line to order a ac/heater window unit and was having trouble saying in was in store only. When I called 1-800-Home-Depot the associate said that there was no way for him to order this item and have it directly delivered to my home. That he would transfer me to the closest store to see if they could do a store to store transfer. The lady at the store said there was no way for her to order it and have it delivered to their store. If I was willing to drive 150 miles to pick the 500 dollar item up then she would order it for me. I cannot believe that it is 2016 and Home Depot being as big as they are can not have this product ordered from store to store or ordered and delivered to my home. From this point on when I'm shopping for household products I will consider going to Lowes. This whole ordeal has wasted around a hour of my time.
A lot of stores are stocking less items in their store, and more items online only. In general I don't have a problem with this, but almost every order I've placed online with Home Depot has had problems. I ordered a bathtub, and had the plumber scheduled for installation. Home Depot cancelled my order, never notified me, nor refunded my money. Calling customer service was useless; I ended up going into the store, and they called customer service, and spent more than an hour getting it straightened out. I ordered 3 sconces; 1 of them arrived damaged. I took it back to the store to return it, but they wouldn't order a replacement because it was back ordered. I purchased these sconces on sale, and once they sale was over, they were miraculously back in stock, and I had to then order it at full price. I ordered 3 medicine cabinets that I was unable to use in my remodel. I attempted twice to return these, only to be told they had no record of my order, and couldn't help me.
To whom this may concern,
I am writing this letter to let your corporation know how disappointed I am with the services of both the Home Depot flooring department in Simi Valley, CA along with the floor installer, [redacted]
To sum it up, Home Depot truly hindered and made my move-in to my very first owned home an experience that I hope to forget. I cannot tell you how excited I was for my husband and I to fix up our new home and purchase new laminate floors and carpet. Unfortunately, from the very start, we had nothing but problems when dealing with he Home Depot team. I am not one to point fingers at one individual, but from a team standpoint - a whole lot was done incorrectly and this is very upsetting.
Here is an outline of issues encountered (that I can recall):
a) Measurements were taken at my home the first week of August 2016
b) Measurements were not done correctly or in entirety (missed an entire room among other things), new measurements taken the second week of August.- setting us back an entire week.
c) We go into the Simi Valley store to go over the measurements, the selected products and quote however our order was originally put in as all carpet (even in the kitchen and bathrooms) so we had to spend 2 hours in the store getting the quote corrected. Items were finally purchased on August 19th. We opened a home depot card and I was told by the associate that they would call that following Monday to try and get our purchase on 12 months interest free financing vs. the standard six months - still to this day never hear back on this.
d) We waited to hear from the store to let us know when our laminate would be in so it could acclimate in our house - never heard a word. We stopped by the store to purchase other items and were told by our cashier that we had items waiting for us to pick up - that being the laminate. Would have been nice to have been called so we could start the acclimation process sooner....
e) Home Depot lets the installer know that we have the materials and to schedule appointment - once the installers arrived, half a week later, they were unable to start the job because they were missing the transition pieces and the measuring person did not include the stairs leading to the living room and bedroom - we were set back another week and a half waiting for the new measurements and the special order pieces of laminate.
f) In the mean time, we have our carpet upstairs installed along with the vinyl in the downstairs bathroom (after having a third measure because they forgot to add upstairs bathroom to the original order) the installer of the vinyl managed to break two of my toilets, one of which was never put back on and the toilet was left in the middle of my bedroom on the brand new carpets. I was told that "pieces broke during the install and I would need to have a plumber look at this". To this day, I am down to one working toilet out of three and I am awaiting a plumber which I now have to spend $90 per toilet.
g) Last week I was told all materials came in for the floor, finally however the earliest the installer had was for Tuesday, Sept 20th. I wait at home and no one shows (took time off work AGAIN) just to find out that the appointment was actually never scheduled as the manager of home depot had said - SO it was delayed until later in the afternoon. Came home last night to it STILL not done because yet again, they are missing a transition piece. I currently have a huge space between the bathroom and the landing.
After all of this trouble and over a month of hassle, disappointment, re-scheduled appointments, broken toilets, sub-par install job, and delays I have a whole whopping $400 back on my card for my troubles. Which is laughable considering I have almost $200 in toilet fees coming my way.
I have been mad, sad, aggravated, missed work and many more disgruntled feelings and that is the LAST thing I should experience when spending over $6 thousand dollars with a vendor. I am beside myself - and I can honestly say when this is done that I will never step foot in another home depot location. I thought by using a well known name vendor that I would get my money's worth and all I am left with is a bad experience, sour taste in my mouth and a lifetime of passing the word of my horrible time with it all.
I hope my story will help your customer service and or training teams figure out a strategy in which others don't have to go through the same thing.
Thank you for reading this and I hope someone finds it useful.
Kind regards,
[redacted]
[redacted]@gmail.com