Customer Service Scoreboard
I am having a frustrating experience with a damaged vanity and than a damaged replacement.This is holding up the opening of a commercial space. The store manager in East Haven,Ct, (Rich) helped resolve the situation with patience and a common sense resolution to my problem. Nothing can fix the lost time, inconvenience and frustration this caused, but an informed compassionate manager sure makes a customer feel appreciated. Thanks Rich
We ordered Appliances from there. Was given a delivery date. 1 day before delivery received a notice that it will be delivered 6 weeks later. When I went to the store to inquire, the delivery canceled it because the range was not in yet. So they canceled the whole delivery. Later the next day we found out that Samsung just canceled our range completely. No notice, and no refund. After communicating with the store employees ( who were extremely helpful ) a refund was issued. I am in Home Depot almost every day and purchase a lot of supplies. I know most of the employees personally. Sadly, I will no longer recommend the store for big purchases.
I ordered a glass shower wall from Home Depot on June 7th. I called customer service on the 15th when it said it was delivered (no it wasn't). They said it was at the delivery service. I got in touch with them again on the 19th and the said it was delivered on the 12th of June. Now customer service is telling me that they are sorry for the "misinformation " and the delivery service will start an investigation and I'll know in 72 hours. Meanwhile I'm out $650. Thanks Home Depot, for nothing!
I will never go through Home Depot home services installation/construction again. I don't care about the warranty. I signed a contract in September of 2022 to get my windows installed and they are still not completed.
They told me it would be done Dec 22/Jan 23. The contract said the windows was between March/April 20, 2023. No one verbalized that and skipped over the clarification when they showed me the contract to sign. I was also charge over 2,000$ more than my estimate (he tried to tell me it was 5,000 more).
In January I made multi attempts to get in touch with someone for an update. The guy that I signed the contract with Brett and the guy that did the official measure Joe. Emailed and called nothing. After weeks I had to talk to an associate in the store. Finally getting in touch with the branch. Waste of time.
They Installed around late Feb. The installers must've damaged the door with a drill and decided to still install it but fill it with Chaulk. The quality of the windows do not look new at all. They came back in April the day before the contract identifies the job should be completed fixed the lock, replaced the sliding glass door they installed damaged WITH THE WRONG SIZE DOOR.
At least they fixed the lock on the window that didn't lock. The contact attempted to say the job was done even though my windowsill was broken and 2 other windows with concerns were not address. That was April 19 and I figure it was convenient for them to say the windows were done because the next day the contract said the job would be done by. She told me the job was completed and it was time to pay and if I didn't Atlanta would be contacting me for payment.
They failed the inspection because 2 windows were missing a total of 5 screws. So we are at 9 months, I'm still dealing with this nightmare and wondering how they will manage to mess up with my windowsill, 2 windows (one came with the black sealant splattered on the window and other was just made horrible to where the trim isn't welded correctly) and the wrong size replacement door they installed.
No one can give me a straight answer and I get different answers all the time. I complain about the sealant window when it was first installed and then they didn't do anything about it.
Starting on 6 MAY 2023 I have had my laundry washer & dryer delivery cancelled at no fault of my own at least 10 times!!!! They finally delivered them, said they were running late, one guy hurt his back so OK on my end, guy hurt his back. AI was told they would come back on Monday to install them! That was 3 WEEKS ago! AND for parts they left the electric cord for the dryer..... it is a gas dryer..... cant make this up! They are awful x 100% I still do not have the washer and dryer hooked up!!!! I have. 7 month at home!!!! Zack my customer representative at store 1504 is the complete opposite of helpful or good at his job! No followup, no concern, this is like a bad movie. Zack actually laughed on two of the many rescheduling occasions!!!
Three out of four items were a nightmare costing me over $800 that I can't get back. I ordered two pantries at $400 each. Out of two units the pieces in those boxes the holes did not line up. It was like a three-year-old ran up and down the aisles just grabbing wood. You could not even put the cabinet doors on unless you left the trim off. Calling Home Depot online because the local store flat refuses to even talk to you, they wanted a 70-year-old man to not only take the one non fitting unit apart even with the dowels glued in place and the rest of the hundred pieces from the second unit and either box them back up or, get this, either take ALL the pieces lose down to UPS and put them on the counter and tell them to box them up or have a UPS driver pick ALL the pieces up at the house. WE ALL KNOW THAT WILL NOT HAPPEN. Because I have no way in sending all this crap back I am out over $800. On a disabled Vet's fixed income. I also ordered some patio chairs online. I was supposed to get a phone call 30 minutes prior to the delivery between 1PM -4PM. There was no phone call and the 150 box was delivered in the driveway between the street and the garage. It wasn't where they left the box, it was they didn't let anyone know they were over an hour early and the item was in front of the house, not even a courtesy know on the door. This wasn't near as bad as the $800 lost to extremely bad quality control. Home Depot's online ordering refuses to take any responsibility for their products.
There is only one place who keeps you on hold longer than Home Dumpo. That is Pennsylvania Unemployment Services!! First you call and the automated dummy misdirects your call. Then you sit on hold for 20 minutes knowing that you are waiting for the wrong department and will just be redirected to sit on endless hold again!!! They could CARE LESS about their customers. There is NEVER anyone around to help in the store. Their in store product choices are pitiful. How are they still in business??? Now, Menards, THAT'S a store with GREAT customer service!!! When will they be coming to my area and putting Home Dumpo out of business!?!
I am HIGHLY Pissed with HomeDepot.
on the 29th i found an item in the San Antonio store and ask for assistance odering it as it was large and i wanted it delivered to my home in El Paso, today it was suppose to be delivered. I called to track it and was told there was no order. The order had been canceled because of no availability in my area. But they took the money out of my account. I then called San Antonio and said i would repurchase it and ship it to my daughters house in San Antonio but was to they no longer had them in stock.
I was NOT CALLED to inform me of any of this.
Home Depot YOUR SERVICE SUCKS!!!
I just spent an hour and a half on the SMS Text customer service chat to resolve a simple expired product issue. The time between texts was absolutely ridiculous. I hope the person was trying to multi-task and resolve several issues simultaneously. Otherwise, they should be fired. I just can't believe the incompetence.
As a prior employee of the Old school HD, it is heart breaking to see much of the old ways gone. I found some solar lighting on clearance, on the shelves of a bay. Went to the register, in which they rang up for regular price. Questioned cashier, he asked for a picture of the bay. Brought back picture. He agreed that it was confusing, but needed to ask his lead. She agreed that it was confusing, but couldn't help me. The SKU's didn't match on price sticker and item. Therefore, product was misplaced on shelf. I know how we used to handle our mistakes by taking responsibility, and honoring the price listed with the product. I had to request an ASM. He walked over to the bay with me, saw the confusion, but also said that the product line (meaning there was more than one) was obviously misplaced. I said, ok... and? He had absolutely no intention of honoring the price. I told him that as a customer, I am not in charge nor responsible for their quality control. They were placating at best, but NOT action oriented. The gap of price was "too much." I then was forced to request the Store Manager, Manny. By this time, I am beyond frustrated. I show Manny the shelf, he agrees it's confusing, and then he condescendingly says, he'll "honor it just this one time." ... I said "honor it one time? I just did you a favor. You should be thanking me for pointing this out before he got walked by a District or Regional Mgr." He honestly felt he was doing me a favor, when it was his store, and his employees who created the situation. In the old days, we would have honored the pricing, and thanked the customer. I am not sure if I was in a situation of female discrimination or a very weak ASM and SM, in a poor customer service culture. I was about to walk out of the store, because I could not even find the solar lights. The electrical associate did ask if I found what I needed, and I told him no. I was ready to go home and by my items online. Why? Because it is easier, and I do not have to deal with the lack of respect for the consumer. I remember when the customer mattered, and we walked customers around the store to find every item. Had this been me as SM, I would have immediately saw the situation, THANKED the cx, honored the price and got my DH on the phn immediately and have him get that bay cleaned up. During the process... the Electrical Associate told me they didn't even have a sticker or a home for the product I was purchasing from this clearance bay. What has happened to "Instock, signage and maintenance" as the secondary job of the department, behind customer service??.
Garden Grove Store in California has always been a challenging store to keep in order because it's an old small box. It's always been known to be the canker sore of the O.C. Home Depots. After 30 years, it is sad to see it is still the same weak cultured, messy and little to no, decent and proper customer service.
It's exhausting going there, and generally I choose Stanton over G.G. I just happened to have a little hope things had changed.
I bought dishwasher from home depot, they sold me asurion protection plan.I bought a bocsh dishwasher november of 2019. I also bought the assurion home depot protection plan five years. It has been an awful experience. May 19 I filed a Claim with the asurion. It started off with them delaying it for days saying that it had to be reviewed, Even though I had all of the contract Numbers, dates, receipts, Ect. Then they scheduled me 4 more days out on a Monday for a technician. Who called on that Monday to tell me that there's no point in him having to come there twice? Why don't you just tell me what's wrong with your dishwasher. Considering i'm not a dishwasher technician I did the best I could. Few days later 1 Of his technicians shows up, He seemed nice but spoke absolutely no english at all, Under normal circumstances that wouldn't bother me at all but he had questions and could not ask them to me or understand my answers he had to call. His boss on the phone and we had to do this whole relate thing back and forth, So as you can imagine there was some confusion right off the Bat. Also he had the wrong part, Which had he come on monday like he was supposed to he would have known which part. Tells me he will get back to me in 48 hours, Then goes mIa for about a week. I continuously called the protection plan hotline every time I was transferred to a supervisor who had no clue to what was happening. They would give me the run around lied to me about what they were doing. Whatever it took to get me off the phone. Then tell me it will be 3 to 5 days before I hear anything. It had to be sent to escalating. After going through this for a week. Twice being told that totally agree this is not right and the where going to put in for buy back because of the time and issues. Meanwhile tech wasn't responding to me or them. Finally I called home depot 3 different times with 3 different mangers who all told me there is nothing they can do. One sorta said he would send email and get back to me, I don't know about email but no callback. The whole time I'm being told from asurion that they are not aloud to transfer me to manager but they could put in notes for them to call me within 48 hrs. 2nd time manager finally called. 1st he told me that I was the reason the process was delayed because I requested a manager call me, then told me that they had been looking for part and could not find anywhere. But they where going to continue to look((keeping in mind we are over 2 weeks at this point) but he would talk to his supervisor and get back to me within 3 days. That same night the missing technician calls he has the part and wants to come tomorrow. So I ask how when no one had it. He says "oh they found on ebay" so I ask if it was original part . He says no I don't know if it's refurbished or used bUT either way it's what he got. So I again call protection plan. Noone there had any answers either, so I call home depot. This time manager not even willing to take 2 minutes just says they are not us and I can't help you. Next I call bosch who says not only do they have the part they would sell it to me at reduced price, and they hated to hear what happening. It also find half a dozen new one other places including home depot. (Keep in mind Noone at protection plan can find one in over a week and home depot can't help me. So I refuse part because Noone seems to know if used or refurbish or anything, tech tells me that if company doesnt pay him for extra miles because of this he will refuse to come back.home depot and asurion had no prob taking my money, the only problem that arose was when it was there turn to fulfill obligation.totally disappointed in both companies. I saved for months for this dishwasher and worked tons of extra hrs. Because it was important to me, and pd the extra money for protection plan because I knew couldn't afford to splurge like that again. Now we are 2 and 1/2 weeks. Still broken dishwasher, with no solution in sight.. this is totally unacceptable and truthfully pretty crooked. SO BUYERS BEWARE OF BOTH COMPANIES
I had asked a simple question to a home Depot Payson manager, and they responded in a curt manner. It was unnecessary for the manager to respond to me in that manner. I spoke clearly in regards to my question, but instead of the manager answering it she said she didn't understand question,hence I repeated it and instead of her answering my question she responded in a curt manner with a question. This female manager was rude, curt, and defensive. Based on this experience I will not be shopping at this location as much, or not at all.
I had a small simple order I placed online it was supposed to be in the 10th it showed up today oh that was a 10th of last month. Okay sometimes things happen place another order this is a larger order we're going to see how well you do this time.
Went in to pick up a $1,300 barbecue watching the guy loaded my van I'm standing too close to the side door according to them to think barely fits I said set it on the ground I'll pick it up myself that's all right I can pick something up 250 pounds I'm only 65 all that great service from home Depot in Forest lake.
Your in-store staff are fantastic whoever this woman was that I was dealing with has a problem if she was man it would be called a little man problem now I think she just mad cuz she's a woman or is she?
I bought a 5 mpiece laurel canyon table and 4 swivel chairs on December 18 1921 and thought I was getting a quality outdoor dining set we paid 1383. for the set. We keep our set under cover on our covered patio and it still looks like new . No rust or wear and tear . all at once it started cracking and popping and feels like it is going to fall apart. I went to our local home depo to see if I could get help with the problem : AFTER I SPEENT TWO HOURS ON THE PHONE TRYING TO GET HELP WITH HOME DEPO COM. I TALKED WITH 3 DEFERENT PEOPLE AND I RECIVED TWO PHONE NUMBERS ;WHITCH THE SAID WERE THE VENDR AND THEY WOULD HAVE TO HEPL ME DEAL WITH THE PROBLEM. I WAS HOPING TO MABY GET A KIT FOR REPAIR. NO ONE COULD HELP ME Finally Ask to speak to a supervisor and low and behold they hung up on me. Too I finely went to our local home depo. I talked to Christina who was very nice , she called home depo .com and explained the problem and got the same results I did she got 2 phone number disconnected . No one was able to find the vender to help No phone numbers no e-mail no address. aaaa Home depo .com still showed the set for sale but no in stock also amazon has the set but not in stock and no information when will be back in stock. Last word I received was sorry Item warranty has expired. I ask what the warranty was they said 90 days . SO I WOUL ADVISE NOT BUYING FROM HOME DEPO THEY WILL NOT HELP RESOLVE PROBLEMS. WHEN YOU BUY A PAITO SET YOU WOULD THINK THE CHAIR WOULD LAST MORE THAN A YEAR AND A HALF OR COULD HELP YOU FIX THE PROBLE . OH ONE LAST THING HOME DEPO . COM DID INSULT ME AND OFFER $125. BACH
I just wanted to add to my review that after not being waited on or helped with a huge piece of wood that I needed and 4 employees chatting (I get it Saturday night you don't want to be working)so I took my small items to the checkout and the girl says we're closed. After an hour of no one helping me then 1 item taken to the register at 5 mins. before closing she says "We're closed"? I sat it down on a wood cart that I had dragged around the store hoping to have wood put on it and I said "This is the worst store and I won't be back"
I went to Home Depot at 9pm for a piece of wood and wood filler. I had my little dog with me so I couldn't pull out an 8 foot chuck of wood by myself. I asked 4 different employees 1 said he didn't have his measuring tool with him and 2 said it wasn't their Depot. 1 said he would go look for someone to help me when he came back he said there wasn't anyone there. So the 4 of them stood around talking to eachother so I asked where to find a different item and they told me an aisle number so it was the wrong one. Not helpful and I'm not going to that store again. Cerittos/Norwalk CA.
Recently I was in Home Depot in Colonial Heights VA. The customer service skills that I observed in a young female employee in the lumber department was as if she had no training in listening skills nor to to research the price of the idom that I intended to purchase. When I approached the register, she instantly gave me a price which was several dollars above what the true price of the idom really was. I knew she was wrong because I made the same purchase a few days prior. The fact remains, the employee was proven to be wrong, yet she continued to speak in a disrespectful unapologetic behavior and tone. Please train your employees in the skill of respecting customers
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