LAKE FOREST, ILLINOIS -- My Letter to the CEO
Based on my experience with your HVAC installations escalation team, I'm certain that your inbox must be flooded with issues, so I will attempt to keep this short.
The statement "CUSTOMERS FIRST!" in the signature line for the team should be removed. Under the lead of Brandi Hyde, I'm ready to cut up my Home Depot card and post on every BLOG and anywhere anyone will listen a very strong warning about doing business with Home Depot. Ms Hyde claims to work directly with you, so I figure you are my last line of escalation.
On July 7, 2013 I went to Home Depot to get a 75 gallon hot water heater replaced. I was up-sold tankless and told that 3K vs 2K expense would provide, energy savings, consistent water temperature and better warranty/reliability. When the sales person (Sal) got to my home, he warned about a 3K tankless providing less pressure and again up-sold me to a 7K solution with "better pressure", "better temperature control" and incredible warranty and reliability. I agreed to his solution and he committed to have the dual tankless system installed in 24 hours and provide me with 24 mos interest free financing on my Home Depot Card. The following timeline (approximate from memory) took place.
1.) 7-8-2013 asked me for a $500 deposit on another card, so he could get the job done "today" as promised and the rest $6600 would be charged to my Home Depot card interest free for 24 mos.
2.) 7-9-2013 Sal called back said they couldn't install today and would install a temporary 50 gal for approx 1 week.
3.) 7-10-2013 Sal called back saying they couldn't install the $7100 units per my city requirements, but, could install a $9600 system, I declined. He called back about an hour later and said he could put the even better units in for $7600 which would give me everything promised and re-circulation. Once again I was uphold and agreed to the new number.
4.) approx 7-14 they removed the 50 gal temp unit and installed new Navien 210a units starting at about 8am. When I got home at 7pm, they plumbers were still there on a smoke break reading the manual. The plumber Tom admitted he had NEVER installed a dual tankless and had no idea how to start of connect the units. (I own a 200 person IT firm and work with technology all day) I offered to help, and Tom thanked me for being patient. I was able to find the grommets and cross connect the two units and start them. They provided sporadic hot water temperature control and my water pressure was 50% of even what the 50 gallon unit produced. Tom assured me that they would send an expert to my home to complete the install in addition to finishing the electrical work and begged me to sign the install form on the fear of him getting fired. I noted the deficiency of the electrical work and signed the form.
5.) approx 7-19 after 5 or more calls, I got confirmation that the "busy" electrician would be to the house and the low water pressure and temperature fluctuations were due to my old water heater. The company sent their "master plumber" Mike out, who pretty much told me they did everything right even though the building inspector disagreed. Upon refusal of the building inspector to sign the installation Mike and his team worked for a full day to comply with the building inspectors request. I still had the same pressure and temperature fluctuations. Mike said they were done and the temperature and pressure fluctuations we my problem, even after I explained I didn't have these issues with my 75 gal or their temporary 50 gal water heaters. I opened a case with Jasmine Tally who offered no support just kept calling they company who screwed up the job and claimed it was good.
6.) Home depot charged my Chase card without authorization for the balance of $7100 – I will skip the 3 pages of writing to get to the end – James of DRF, who agreed to refund the un-authorized Chase charge and only charge my Home Depot card when the install was completed per the manufacturers specs. I can forward that email upon your request.
7.) More than 10 calls with Jasmine took place asking for repair, with no results. I corrected 80% of the issues at my own expense.
8.) DRF/Jasmie/Brandi have all given excuses, the electrician is on vacation, etc but, keep promising to correct the electrical work – It's 8-28-2013 and still not finished current promise is 9-3-2013 at 8am.
9.) 8-20-2013 The manufacturer asked me for photos of the install, I sent them to Navien and they replied next day telling all concerned that the install is NOT correct and does not qualify for warranty coverage. I emailed their written opinion to Jasmine on 8-21-2013.
10.) 8-22-2013 I contacted Jasmine when I got my HD charge bill. Once again the company charged my card without completing the job and no longer here-say it was against the WRITING in both DRF and Home Depot possession.
11.) 8-23-2013 I asked for escalation from Jasmine – After calling back at least 5 times zero out, etc I was assured a supervisor would call me within 24 hours.I did not hear from the supervisor Brandi until 8-26 after 6pm. We exchanged emails and Brandi committed to call me 1st thing in the morning 8-27 to address the issues I emailed her the night prior. No response or call from Brandi, I waited until 1pm (her time) and emailed her. She replied that she would call by 3:30pm, not bad, but, once again late 3:35pm.
12.) 8-27-2013 – Brandi asked till no later than 12pm today and called at 12:14 today – She basically said they don't need to comply with the manufactures installation procedure and they were justified in charging my HD card against the agreed upon writing and she works directly for the CEO and I have NO escalation.
Based on the above, my instinct is to reach out to the attorney general and see if criminal charges are an option for fraudulent use of my credit card, in addition to a civil attorney for damages done to my home, loss of use, etc.
I hope that Home Depot CEO level will not let this happen, as I'm really tired of dealing with this issue and don't want it on my mind for the next 6 to 12 mos during a legal ordeal. I will give you or your team until 9-3-2013 to create an acceptable plan before I take my documentation for legal disposition.
Was this review helpful?YesNo
Read 0 RepliesAdd reply
Subpar Kitchen Cupboards and customer service
Posted by Amber on 2012-06-19
SARNIA, ON --
A letter written to Home Depot with no response as yet other than to tell me the very poor options still stand. Certainly anyone that wants a kitchen renovation will benefit from not falling their promises of commitment to great customer service and product quality.
June 12, 2012
xxxx xxxxx, President
Home Depot of Canada Inc.
900 - 1 Concorde Gate,
Toronto, On, M3C 4H9
RE: Concern about Lack of Follow-up into Kitchen Installation Problems
Dear Mr. xxxxx,
The purpose of this letter is to bring to your attention the many unresolved issues I have experienced with Home Depot Sarnia since installing a new kitchen in my residence - August 2010.
I will give you a concise timeline overview first and then the detail:
August 2010 - Installation of new kitchen cabinets by Home Depot.
September 2010 - Installation complete - but:
1. I cannot use all the burners on my stoves because the side cabinets overhang the stove. Initially, I was not aware this was a design flaw.
2. I cannot open a corner door by the stove all the way because the door hits the control knobs on the front of the stove and could inadvertently turn on the gas burner.
3. I cannot open the corner cabinet by my sink all the way as it strikes the front of my expensive porcelain farmhouse sink.
I learn that this was the Kitchen Design experts first design job. All of the appliances were new and the specifications were made available to the Home Depot designer.
February 2011 - The chocolate brown stain on the cabinets begins to visibly fade in unusual patterns on all cabinets in large random areas. I call Home Depot and they agree there is a problem with the stain as well as the poor cabinet design placement which they promise they will rectify.
February 2011 to June 2012 has been one frustrating process after another resulting in a final and insulting letter from your resolution specialist asking me to choose one of two very poor options and to sign off on the issue.
Home Depot - Sarnia, initially fully agreed with me that there were major problems and health and safety design flaws that needed to be addressed but now your head office has decided not to follow through.
As a customer I am extremely frustrated with your company's lack of communication and engagement in resolving the issues. To be clear, throughout this process I have experienced poor customer service and misleading commitments by senior agents and/or affiliates of Home Depot stating they would correct the defects and issues and then a complete turnaround with no explanation other than they cannot fix the problem because the original cabinets chosen will not hold the colour they offer them in. I have made a very large financial investment into this project, I have chosen complimentary tile and backsplash based upon my initial choice. I cannot use my stove safely. I have further agreed to compromise by altering my cabinet colour choice. In the end I have been left with a very minor offer of help.
The more in-depth background of my Home Depot kitchen experience follows:
Leading up to August 2010, I devoted a great deal of time and effort into budgeting and planning for a large scale new kitchen design and renovation. My dream kitchen installation began in mid August and was substantially completed near the end of September, 2010. There were some issues experienced with the design and the way the kitchen âworkedâ and the stove cabinets were not to code.
In early February 2011, I notice unusual patterns of fading on the kitchen cabinetry facings. The flaws were clearly noticeable and these observations were not disputed by Home Depot sales and design staff, who visited to review my concerns. Mainly, the issues cited were in relation to numerous cabinet facings 'fading out' and displaying signs of defect in workmanship. The unsafe cabinet placements were also discussed.
During the next few months I received numerous visits to my home from staff of Home Depot and/or affiliate agent(s) namely, MasterBrand Cabinets Inc., and National Installations Ltd. They sent managers, Regional representatives, design staff, and installers to make assessments and review. Each time I was told not to worry as the issue would be resolved to my satisfaction. During this period all the door and drawer facings were replaced to address the fading that had exposed the raw maple cabinetry.
Within the next six months (near August, 2011) the facings of the cabinets and drawers were observed to again fade and Home Depot - Sarnia was again immediately contacted. This time, I did not receive a response from the store. I then placed a call to your customer service center and Home Depot -Sarnia returned my call the same day.
Since involving Home Depot customer service, a Home Depot, Kitchen Manager, and Store Manager visited my home. Both stating and acknowledging the fade-out in the cabinetry and the design issues. Again, I was assured the errors would be taken care of and I was advised not to worry. This began a process of many representatives again entering my home for various reasons. More frustrating was reviewing over-and-over the product defect issue with each representative who was making enquiry. Many of these visits and/or phone calls were lengthy in duration and exhausting. Each time I was promised that Home Depot and their affiliate companies would stand behind and resolve the issue. I have never before experienced such a horrible and unpleasant situation.
In March, 2012 after speaking with a Regional Manager from MasterBrand a shipment of many boxes arrived at my front door. This was totally unexpected because it was discussed and agreed that - I was to be given the opportunity for input as to a resolution. Clearly this did not occur. I called, xxx xxx, Regional Manager of MasterBrand asking what these boxes were as I did not want the same facings again. I believe I had given MasterBrand ample opportunity for resolution with replacement facings. With this new delivery it would be the third replacement. To satisfy my concern, I was provided a copy of the attached letter. In brief, MasterBrand's Director of Sales and Marketing for Canada, xxx xxx assured me in writing that the newly arrived facings had gone through additional 'quality measures' to safeguard the integrity of the product. Additionally, the Regional Manager for the same - visited my home and acknowledged the issue with the assurance that it would be addressed to my satisfaction and all necessary work would be completed as required.
When the installer unpacked the delivery, numerous facings had arrived damaged and there were already visible signs of fading. He replaced some door/drawer facings and returned those to the supplier that were defective.
At this point the whole process was getting ridiculous.
I again called the Kitchen Manager at Home Depot, and the Regional Manager of MasterBrand. Both apologized and assured me they would get back to me with options.
Their initial offer and plan was to reface the cabinetry, but later stated this could not be done as doing so would compromise the integrity of the cabinet boxes. At this point I was offered new kitchen cabinetry.
The process for planning and choosing new cabinetry began again. To be honest, I was initially encouraged at this point by your affiliate company's commitment to stand behind their product. Both parties agreed and stated that this was also an opportunity to correct Home Depot's significant design flaws which were overlooked during the initial design. Specifically, the cabinets over the gas stove appliance which were not to code. As stated earlier they were installed too low and not at the correct clearance height and they infringe width wise. As a result I am only able to use certain interior burners and due to safety concerns I have asked my teenage children not to use the stove at all. Not good!
Also as stated above the adjoining lower corner cabinet opens and hits the gas control knobs. Further, the position of the lower corner storage cabinets near the sink is also a major design flaw. The doors do not extend freely without the knob handle striking the center of the very expensive porcelain farm sink basin. I have to hang a towel over my sink as a buffer. Again - unacceptable.
In April 2012, I was requested by the Kitchen Manager, xxx xxxx to visit the Sarnia Home Depot outlet to conduct a design consultation to plan for the new kitchen cabinetry installation. Along with Home Depot's design staff assistance we began to put the process in motion again. I met with design staff and picked out new cupboards. We discussed the original design flaws and how to rectify them. I let the Regional Manager know that the new cupboards I had chosen were a completely different finish that was much lighter in colour and not prone to fading and he assured me they were willing to waive the up charge because they were unable to resolve my initial kitchen issues. He stated, âthis direction comes from the top.â Again, many hours were dedicated to the process. A representative from National Installations, Mr. xxxx xxxx - Kitchen Install Co-ordinator, came to my
home and spent time taking pictures and measurements. All parties were satisfied we were moving forward including the Kitchen Manager of Home Depot.
I had an appointment to meet with the kitchen designer to review the design on the computer. When I arrived, she did not have this work done and instead advised me to speak with the Kitchen Manager, xxxx xxxx. xxxx advised me the Store Manager, xxxx xxxx and herself were waiting to receive something in writing. They had not received anything from the agents at MasterBrand. Specifically, I was told that they were awaiting a response from the Director of Sales & Marketing Canada, xxxx xxxx and she had not been responding to their many emails.
The process then came to a complete halt and the company has apparently changed their mind about fixing the problem. The local Home Depot has said they can no longer âtalk to meâ.
I have since received a couple of letters offering me a minimal fix. They will now not replace the cabinets with new ones in a safe design and in a colour which will not fade. Instead the new offer is to take down the two cabinets by my stove and replace a few others. I am appalled at this turn in events. I have been very patient and I am now faced with this extremely insulting scenario - where I am now treated like a problem that needs to go away.
I have attached copies of the correspondence that ensued throughout this process that proves that I have an initially agreed upon legitimate complaint. Upon reading the correspondence I trust you will see that it is very evident that Home Depot admitted that:
1. The cabinets were defective, and;
2. The kitchen installation contained design errors that are not to code.
Both of these represent extremely serious issues that I expect Home Depot to resolve to my satisfaction. I do not accept the offers that have recently been given to me. In addition I find the tone of them very insulting.
At this point, I will only settle for either:
1. A complete kitchen replacement or;
2. A complete un-install and a full refund with compensation for the wall tiles that no longer match and will now need replacing.
Lastly, I would like to add that originally I was interested in purchasing the Kraftmaid product line of cabinetry and was led to the Thomasville line by the Kitchen Designer as this product was new to Home Depot. I later learned that it is your house brand. I am sure that you do not want such poor product quality, or this type of customer service representing the Home Depot.
Mr. xxxx, I am asking for your help in resolving this matter. This kitchen is the center of our very busy home and we were looking forward to enjoying our dream kitchen for many years to follow. I feel that I have legitimate problems that need to be addressed.
I thank you for any help you can give me and I look forward to hearing back from you soon.
If you have any questions, I can be reached at home at xxx xxx xxxx, or on my cell phone at xxx xxx xxxx.
CC: Home Depot Resolution Specialist
CC: MasterBrand, Director Sales & Marketing Canada
Copy of letter dated April 2, 2012- MasterBrandâs Apology and Commitment to Quality.
Copy of letter dated May 21, 2012 - MasterBrandâs Initial Offer of Settlement
Copy of letter date May 28th, 2012 - Home Depotâs Final Resolution Offer
Copies of email correspondence
Was this review helpful?YesNo
Read 2 RepliesAdd reply
User Replies: Close commentsAdd reply
Damaged item never accepted on delivery but charged and not refunded
Posted by Crystal on 2012-11-17
SUNRISE, FLORIDA -- On October 7th, 2012 I ordered a bathroom vanity with a mirror for $1525.45. . I was quickly charged and said my order left the manufacturer two days later. The shipper siim Miami and the manufacturer is in California but I was shocked at how quick my item got delivered . ( within a week ) but then I looked at it upon delivery, my 60 inch mirror was in pieces and three sections of the marble top were damaged along wi the wood. I refused to accept the delivery. After an hour of speaking to Home Depot I was told the vanity was not on back order til end of October the 28th. They credited me about $200 back and told me I would get the next one discounted when I placed the order. I then received an email saying expected in stock fat was Nov 1. On October 23, 2012 I looked online and my product was available so I ordered it at the discounted price I had to again speak to someone for an hour to get this placed. It is now November 18,2012 and after three calls and two billing cycles I still have not been credited for $1302. And am paying interest on it. I am writing as I sit on hold again its been 50:21 sec this time. Any ideas of who I need to talk to to get this resolved I am going to go to small claims court and request my credit plus my finance charges.
Was this review helpful?YesNo
Read 4 RepliesAdd reply
User Replies: Close commentsAdd reply
Do NOT reface your kitchen with Home Depot
Posted by Andrea on 2011-07-02
I've wanted to fix up my kitchen ever since I moved in my house, so when a sales representative at Home Depot approached me about kitchen refacing I decided to give it a shot. I figured a large corporation like that would do a good job, I might just have to pay a little more. WRONG. I have a small kitchen, so the quote seemed reasonable enough. I was having the cabinets, drawers, countertop and sink replaced. The salesman explained that I would be responsible for reattaching the garbage disposal because the contractors aren't licensed plumbers, but he made it sound easy enough (though I was still a little tentative about that part). Everything else would be taken care of!
Well, the contractor finished up and everything looked OK except the faucet wasn't installed on the sink. I figured I knew someone to help me with that, so I let it go. Turns out, the sink wasn't even attached to the countertop. None of the parts of the sink were together, and the pieces to put it back together weren't even all there...I think some got carted away with the old sink. So now, after having no sink for 3 days, I have to wait another 4 days..HOLIDAY WEEKEND :(... to see if someone will rectify this situation or to try to do it myself. So much for only having to reattach the garbage disposal. When I spoke to customer service, he went on & on about them not being licensed plumbers, no matter what I told him the salesman said. And he was not very concerned with my complaints... I think he just called for the "thumbs up, all's good", not to actually make sure I got my money's worth.
Well then I look at the cabinets. The knobs are on all crooked. The knobs on adjacent cabinet doors are off by 2 millimeters in some places, which doesn't sound like a lot but is HIGHLY noticeable. Then there's the molding they tore off and replaced. They replaced the molding with a much smaller piece so that the holes and discoloration from the old piece are now visible. Then I go to use some of the kitchen equipment. The exhaust fan/light above the stove that he took down no longer works!!! The small light above my sink doesn't work!!! What did he do??? I can't figure it out. So now, I'm supposed to call a plumber and an electrician to fix problems that didn't exist before Home Depot came into my home? MORE MONEY??? I'm a single mom who can do minor projects around the house myself, but fixing these issues is beyond me. Plus there's dust everywhere & chips out of the paint. Good thing I didn't repaint the kitchen before all this happened or I'd be even more furious.
When you do a job, do it right, and don't create extra problems. Don't give the customer anything that would be unacceptable for yourself. That's my view in my line of work. Apparently it isn't Home Depot's. It's the holiday weekend, so I'm still waiting to see how my complaints will be resolved, but I'm not optimistic at all....I will not be returning to this store for ANYTHING. Nails, screws, plants...NOTHING. I should have saved up the money to have a professional completely redo the kitchen. I will NEVER waste money on refacing again. Honestly, it doesn't even look all that good.
Was this review helpful?YesNo
Read 6 RepliesAdd reply
User Replies: Close commentsAdd reply
Water Heater Installation Upcharges
Posted by Ram on 2008-07-27
ARLINGTON, TEXAS -- On 7/16/2008, I needed a new water heater to replace the one that went bad.
I decided to go with Home Depot to get the unit installed. The reason for selecting Home depot being that I deal with a reputed corporation, and they would be fair and just in the pricing and that I won't have to face any surprises.
I visited Home Depot, and the CSR walked me through the installation charges, and then mentioned that I will have to call an 800 number and get the order going. She also mentioned that an installer or plumber's rep will visit the site and give an estimate and I order from there.
I went with a 50 gal electric heater priced at $349.00 and the installation charge quoted was $285.00. I felt that this was reasonable, considering that I needed the heater the same day.
So, I came home called the toll free number and ordered the water heater model. During the course of the order, I was asked several questions relating to the current heater it's location, placement, size height, capacity, access to it etc etc. The order desk quoted the same price I heard at the store ($285 + cost of water heater + permit fee 0f $70). I asked when will the installer come to look and tell me a firm price before I place a formal order. The order desk clerk said, no need to visit.. we have gotten all the information... you should be OK at this price... and if any code related issues, it will be extra and emphasized that it won't be much.
The installer (a husband and wife team) was a good guy and I have nothing to complain except for some additional items he said I needed to get into city code compliance. He said I needed the following items and they are detailed below.
1. A stand to keep the heater above the ground level. It is a galvanized 21" x 21" X 16" high stand capable of supporting the weight of the heater and the water.
I was told that it will be $195.00 plus taxes.
2. I was told I need a pan under the heater for collecting any leaky water. It is an Aluminum pan that looks like a Pizza pan, made of .032" aluminum. I was told that it would cost $90.00 plus taxes.
3. The 3rd and the last item I needed was a ball valve for water shut off, and I was told that it will cost $95.00.
These 3 additional items along with taxes were $391.00. I asked the installer why is it these trivial items are so expensive and I was told that's how much they cost. I had no choice at that time to go myself to the store and buy the 3 items for under $65.oo, because they can't wait while I am shopping. Basically I was put on a spot and had no choice and had to go with the situation I am stuck in.
Since I am dealing with Home Depot, I said I was going to take care of it with them rather than the installer. On calling Home Depot about the exorbitant prices for 3 items ( more than the cost of the new heater), they said they have no control over what contractors charge.
My question is: I pick Home Depot based on the fact that they select contractors based on their work integrity, service ethics, and their honesty and reasonableness of cost of services. I go with them because I feel that I won't get ripped off. In this case it was a grand day light robbery. The gal at the other end at Home Depot couldn't help resolve the robbery.
Just around the time of completion a person introducing himself as Home Depot service manager (with an HD red Apron) stopped by to see if every thing went OK. I brought the above subject on the over pricing, and his answer was that these are fixed by Home Depot... (contrary to what I heard from the gal earlier who wanted to get my credit card approval for extras). He was just a good old boy nodded head and told me to see the store manager.
I found out later according to the HD store clerk that this inspector who came was not a HD employee and he was a private contractor.
Here are my questions to the extras that I was charged for in the name of Code compliance that added up another approx $400.00.
1. The Stand retails at Lowe's for $34.98 (Lowe's model # 40S22U. This is a 1" tall stand rated for up to 65 gal heater and 900 lb capacity.
2. The drain pan 24", retails at Lowe's for $15.98 (Model # 34078). The similar pan in 26" size sells at HD under SKU # 424-804 for $19.97.
3. The 3/4" threaded ball shut off valve that was part of code compliance sells at HD for $7.97 (HD's SKU # A365-297).
The above 3 items (part of code compliance) the material cost is 35 +20 + 8 + $63, whereas in the final bill the 3 items were charged at $ 170 for stand, $90 for pan and $ 95 for the valve.
What a rip off! A mark up of 500% on 3 piddly parts.
I called the store manager on Monday 7/20, and he seemed to agree with my plight of over charges and said he will talk to the contractor and come back. He never called back for 3 full days. So finally I called him on Thursday the 24th to find out what he heard from the installer and what his resolution was. His answer was that these are standard charges for the items and it costs labor to install them and that is why the add ons are what they are. Basically in conclusion his answer was I am putting it in quotes as said by the HD store manager.
"Home repair services is a separate division and it is run by contractors, and we at HD have nothing to do, and you should call their number and deal with it". I asked him then why you advertise these services and push it big time in stores and can not monitor or control it or resolve the customer issues. His answer was the same gentle one I am sorry I understand your feeling. these are charges to install the items and you have to deal with them if you have any questions.
I am really upset with the whole thing. My prime reason for using HD was that a big company was backing up the work and I will be safe from fly by and dishonest contractors.
In this case Home Depot totally let me down. I have no respect or regard for these so called big corporations any more. It leaves a very bad and bitter taste after this experience. Each one Home depot and the contractor says the other one is the one that fixes these prices, and Home Depot totally let me down.
The final analysis:
The new water heater was an identical size to the previous one. The final job involved 4/5 soldered joints using flex copper pipe and 4 threaded connections and the re attachment of the wiring besides of course moving the heater to the location and setting it up. For a water heater costing 350 + $60 additional parts + $ 70 permit fee for a total of $480, the final price was $1207.
The labor for 1.5 hrs of work was roughly $727.00, as against an original estimate of $285. My question is what does the original $285 labor quoted get you in terms of services.
I request someone from Home Depot to respond to me their justification for these exorbitant mark ups on parts with no installation labor in the name of "CODE COMPLIANCE".
If Home Depot is honest and sincere should refund the excess, and come out clean.
In the mean time, I will go to every source available on the Internet to publicize this over charge, call local TV stations and media to investigate HD of these hidden surprise up charges and bring this business practice into compliance.
I did not realize that you could make $350 per hour installing water heaters.... may be I should quit my high tech engineering job and move on to this line of work, and choose my own time to do it!
A very upset CUSTOMER.
Was this review helpful?YesNo
Read 5 RepliesAdd reply
User Replies: Close commentsAdd reply
Poor Customer Service
Posted by Roy on 2008-05-08
The following letter was sent to Home Depot
May 8, 2008
Two months ago my wife and I began renovating our new home in Morristown Arizona. Since starting our project my wife and I shopped exclusively at your Surprise Arizona Home Depot Store located at Bell Road and US 60 to purchase all our home improvement products. My wife even opened a new Home Depot credit card with your company two weeks ago.
Combined over the past six weeks, we spent over $50,000.00 at your store and planned on even spending more, until tonight!
This evening I filled up a shopping cart which included electrical and plumbing supplies and had a brochure for a water softener that I was planning on purchasing. When it came time to check out the only cashier open were four self service checkout lanes.
I first approached the clerk at the self service check out and asked if I could check out at his station. He said no, that I had to use the self service checkout, that he was busy.
Now I understand that perhaps the reasoning your company chooses to institute self service checkouts is a way to perhaps speed up lines for those who choose such a service. But as for myself I prefer the âhuman touchâ and appreciate human interaction and customer service.
I explained to the clerk that I didnât want to use the self service lanes and asked if someone would be available to check me out. He replied âno, everyone is busyâ.
I then walked over to your customer service counter and asked if they could check me out or find me a clerk that would. I was first they directed back to the checkout area but after explaining they didnât have anyone available other than self service and I didnât want to use that service. The customer service associate then called someone on the phone. After this short call, he told me to return to the checkout area, that there would be someone there that could assist me.
As I returned to the checkout area, I noticed the self service clerk checking out a customer out that only had one item. I approached again asked if he could check me out and he âsmugly remarkedâ head over that way, they may open a register for you. In the direction he pointed to were two female associates that were chatting. I approached them and asked if they would be opening a register and they replied âno, you have to use self checkout.â
Being totally frustrated at this point I returned to customer service and told that associate that there were still no registers open, his reply âSorry, I cannot help you.â
I then told this associate that the few minutes it would had taken to assist me would be shorter than the time it was going to take to restock all the items that I had in my shopping cart. I then walked out of your store, drove to the Lowes Store one block away and filled another shopping cart. And there they had âhumansâ that gladly checked me out.
From my experience at your Surprise Home Depot store tonight I doubt if Iâll ever return and shop there again as the lack of respect and customer service that your associates afforded to me was dreadful!
Was this review helpful?YesNo
Read 8 RepliesAdd reply
User Replies: Close commentsAdd reply
Not a great place to work
Posted by Darren on 2007-08-28
GREENSBORO, NORTH CAROLINA -- To anyone who is thinking about joining the Home Depot as an employee, please beware. First of all, I left my last job as an assistant manager to join the Home Depot as a cashier. Why? The pay was better and seemed as if everyone worked together. When I went back to fill out my paperwork I was told that the only position that was available at the time was as a Lot Attendant.
So the Human Resource Manager told me not worry, that he knows I have management skills, and that he would not forget about me and leave me in this position. So I went from being an assistant manager to a lot attendant. No problem I don't mind working my way up.
On my first day I learn from my co-workers that there are no other lot attendants other than myself. If you didn't know a lot attendants duties include loading customers merchandise, returns of carts to their designated positions, and cleaning of the outer area of the store. As the first month pass by I continue to do my job and what every else someone ask of me to do. I'm always being told that I am doing a great job, but management has not hired another lot attendant to provide me with help. Around the beginning of June the garden loader associate quits. Now while most companies would hire more help the position is left opened and I am now being called to also do garden loader work inside and outside. Now keep in mind that the pro-loader only works until 4 p.m., so when he is off, I must also pull that load. Okay now I am starting to get frustrated. I now find myself (a lot attendant) inside of the store pulling and cutting wood because there is no pro loader after four and because customers cannot find any lumber associates. So I continue to do my job without complaining.
In the middle of June Home Depot hires another lot attendant, but get this, he is only part-time. I showed him the ropes and what we would being doing and the first thing that came out of his mouth was why are lot attendants treated like dogs. So now I have another lot attendant here, I would go and talk to the Human Resource Manager and let him know that I would like to come inside to be a cashier now. (And get this when I went to talk to this guy he forgot who I was and all about what he said in the beginning.) I went to not just because I wanted to get off of the lot, but because we have a great need for cashiers. Many are going back to school, moving back home, or just quitting. He told me that he would get the ball rolling for me to get me moved to a cashier position. Like I said before I was an assistant manager, I had done returns and exchanges at my last job and I have over five years of cashier experience. Instead of bringing me inside to be a cashier they started hiring and bringing in outside help before considering the people they already had. After a while I just got fed up with the process and stopped asking about the position.
So it comes around to my review. I am told that I am doing an excellent job and that the company wanted me to start forklift training and cashier training. So I am excited that they want me to be a cashier, but that's not the point. They want to train me as a cashier, leave me as a lot attendant, and only bring me on the inside when they need help. Many of my co-worker told me to quit, but I am a hard worker, so I stayed.
A couple of days later I learned that my other lot attendant would be leaving to go back to school. He left in the beginning of July and had already let the company know that he was leaving. It is now the end of August and I have not had any help in the lot since he has left. When I take my breaks and come back to work, management whines about the lot being full of carts. But what am I supposed to do work on my break and lunch. So now I am pissed. This company care little if anything for your well being and getting some decent help. They knew this guy was leaving beforehand and haven't even tried to get me any help.
So last week I was approached by one the managers who told me he wanted to talk to me about my attendance. I had missed a lot of the days because of being dehydrated from constantly working in the lot by myself. He never even talked to me because he did not want to hear my side of the case.
I am a lot attendant at the Home Depot and yet I work in lumber, plumbing, garden-inside and out, building materials, hardware etc. So be forewarned about working at Home Depot. They do not possess a great deal for employee care.
Was this review helpful?YesNo
Read 22 RepliesAdd reply
User Replies: Close commentsAdd reply
Posted by Cathy on 2013-12-29
FORT COLLINS, COLORADO -- This was THE worst experience I have ever had with a company!
July 2013 I visited my local HD, and ordered a window to replace one in my basement that has rotted from the sprinkler. I tried to do this last year, and never got a response..should have taken that as a clue! I put $300+ as a down and waited for someone to come and measure.
Met the measurement guy after taking time from work to do so..he said he would order it, be in in 5 weeks..I figured the window would be installed by end of August, and no problem with winter weather.
September 2013 I called and went into the store and said where is my window? They hemmed and hawed, and well, someone else will need to come and Measure! I meet the guy once again..different person..and he measures..I complain that I already spent last fall trying to resolve this issue and used them with no response..now when can I expect my window? he says by the end of October! OK..and I should probably receive some sort of discount for this hold up..cool..
Near end of October, I am supposed to have the window installed in the AM on a Saturday...its after 11 and no one is here! I call them,. well, the guy had decided to install someone else's stuff first, and he will be here between 1 and 3. I say, let me talk to this person..I don't want some Yahoo coming to put in a window last minute I think...I talk to him..tell him what was promised and that if he can't make it by 2 then forget it! he shows up at 1..nice man, seems to know his business..and he gets the window out and It doesn't FIT!!!! I decline to take it..he can chaulk it in, but with a three inch gap! no go..
they will send someone to measure!!! HA!
End of October..call and go to Home Depot once again..well, they will send someone name of Steve out..he is handling all their customer service stuff for this 'area'..Ends up he is in a northern Denver suburb! and he comes up on a Saturday to Measure! he is sick with a cold..He tells me that Anderson doesn't make a window this size! Hello? I have been trying to buy an Anderson window from them all this time, and he finally tells me that they don't make it? 4 months later? this information was finally relayed to me after several phone calls from him and from me to Home Depot! So, I say, OK..I will go with a vinyl window with simulated wood look..its a basement window..and I ask Steve..so when will I get my window? before the snow flies? before Christmas?
He assures me it will be done before Christmas..
Well folks..I heard from them once again..they want to come out and show me what the wood vinyl will look like before they order it! they called me middle of December to say this...I say, well, so first off, I think I should know the cost of this window..and he tells me its basically the same $1300 I was paying for the Anderson wood window..no allowance for all this inconvenience..nothing..just suck it up..I say fine..cancel the *^&$% order..and here I sit..6 months and a year later.. no window..and now I have to go to the HD and get my money back for the down.
What a rip off..what poor customer service..like there even is something called that in this store! Believe me..I will go to Lowes for everything from now on...the middle finger to Home Depot!
Was this review helpful?YesNo
Read 1 RepliesAdd reply
User Replies: Close commentsAdd reply
Posted by Lou on 2013-11-18
HELOTES, TEXAS -- I took in a design for a kitchen counter top with dimensions. The supposed design specialist entered the data into their design computer system and came up with a total square footage of 38 and gave me an estimate of the job. I went home to think about it. I went back in 2 days to pay for the job taking advantage of 10% off by getting one of their HD credit cards. The original design specialist was not available and no one else was apparently qualified to access the design system. Therefore, I made an appointment to return that afternoon to meet with another design specialist who was supposed to be able to call up the first estimate so that I could pay for it. When I came back for the appointment, that specialist was not available. Another gent from appliances tried to do the job, but could not call up the estimate so he tried to just start from scratch. There were about 3 attempts at that before he came up with something. Trying to check out now, the cashier rang it up, charging me on the new credit card but the 10% off did not ring up. Off to the service department to cancel the charge and when they did, it apparently cancelled everything. They actually had to re-enter the whole design again and finally got it rung up with the 10% off.
When the contractor showed up to do the final inspection, he told me how there would be about 2 or 3 more square feet than the original estimate due to small modifications we made. I understood and had no problem with that.
According to the contractor, if Home Depot did not contact me in a couple of days to notify me of the difference between the estimate and the actual total cost, I should contact them. Of course, 2 days passed and there was no call from Home Depot. I went into pay the difference. I was surprised when I was told that the difference was 6.4 square feet at $43 per sq.ft., not 2 or 3. I asked to see where the differences were. Again, the original design specialist was not available to call up the original estimate. The service department gent printed off a copy of the contractor's final design that I could have compared to the original estimate if only I could see that. I realized that if I wanted to verify the 6.4 sq.ft. difference I was going to have to spend some time studying and comparing all of the dimensions. OK, but then the service department guy would not give me the final design sheet that he printed off!
I went home to do my homework. I found that for some reason when the original design specialist loaded my dimensions she came up with 3 square feet less than what my design had. This left 3.4 sq. ft. difference which is plausible and understandable. Having accounted for the 6.4 sq. ft. difference, I paid the balance due for this job. My problems with Home Depot is that they did nothing to help me in accounting for the difference, impeded my work to do that by denying the final design drawing to me, the time wasted and several trips required to go to that store to get this worked out made this a real exercise in frustration trying to get this work accomplished. I laugh at their commercials where they proclaim all of the help that they provide to home owners.
Was this review helpful?YesNo
Read 0 RepliesAdd reply
Furnace Installation Resulted in Gas Leak, No Mechanical Permit
Posted by Mark on 2013-11-09
EDEN PRAIRIE, MINNESOTA -- I am writing to document the dangerous and frustrating experience I had with Home Depot / A-ABC Appliance & Heating / Total Comfort following the installation of a new Furnace and air conditioning system in June of 2013.
While the Installation appeared satisfactory at the time of installation, it wasn’t until Oct 20th that I discovered a gas leak left by the installers which caused me to take a more in depth look at the service I received from Home Depot / A-ABC / Total Comfort.
On Oct 21 a service technician arrived from Home Depot / A-ABC / Total Comfort to repair the gas leak. The technician found and documented that the leak was caused by a damaged fitting that had been used by the installer. Gas leak testing by the installer could have easily uncovered the mistake. Apparently there was no gas leak testing.
While the problem has been corrected, gas had been escaping into my home for 20 weeks.
I requested that Home Depot / A-ABC / Total Comfort refund my installation costs and re-inspect my furnace and Air conditioning for any additional mistakes.
Home Depot / A-ABC / Total Comfort refused any adjustment to the installation cost but did agree to re-inspect the Furnace /AC. The re-inspection appointment was then cancelled because of a conflict with the technician’s schedule. I then scheduled an appointment with another HVAC company for re-inspection. Steve Hawes, My salesman, did reassure me that there would be no charge for replacing the damaged fitting and stopping the gas leak. That work, he reassured me, would be covered under my warranty.
While the gas leak was the most serious and dangerous error made by Home Depot / A-ABC / Total Comfort there were several other mistakes made that caused significant frustration and hours of follow-up time to correct. Those errors were as follows.
The $200 rebate from Rheem (the furnace manufacturer) was temporarily lost in the mail because Home Depot / A-ABC…/ Total Comfort had given Rheem the wrong address (wrong zip code). Follow up work by the mailman and post office did result in the rebate check being delivered.
A $300 rebate from Center Point Energy and a $450 rebate from Xcel energy also listed an incorrect house address on the application form but were eventually delivered to my home.
A fourth rebate ($100 also from Xcel Energy) had the incorrect address on the application and never did arrive at my home. According to Mr. Hawes this was the fault of Xcel Energy because they “lost” the rebate application. Once this rebate was resubmitted I did receive the $100 approximately 3 months after furnace installation.
While reviewing the rebate paper work I did notice that my address and zip code, while incorrectly written on every rebate application, was correctly written on the A-ABC / Total Comfort invoice and Home Depot invoice.
When going through the Furnace installation documentation in October,
I found a letter from Home Depot / A-ABC / Total Comfort explaining that the customer, not the contractor, was responsible for arranging final code inspection for the furnace/ AC installation.
While discussing the inspection process with the city, I discovered that the appropriate permits were never pulled for my job by Home Depot / A-ABC / Total Comfort. Apparently an electrical permit was pulled but a mechanical permit was not pulled. When I mentioned this to Mr. Hawes he looked into the issue and told me that it was the city’s error. In an unlikely coincidence, The City told the contractor that a mechanical permit was not required for installing a furnace and the contractor apparently agreed and (at least temporarily) saved the $186 permit fee.
In conclusion, I must say that had I been a less observant customer, I would be living with a gas leak approximately 18 inches away from the furnace flame, I would not have received $300 in rebates, I would not have had my furnace installation inspected by the city and the appropriate permits would never have been pulled.
My hope is that this information will lead to a review of the technical, financial and administrative competence of Home Depot /A-ABC Appliance & Heating / Total Comfort and that it will serve as a wake up call to as many current and future Home Depot / A-ABC Appliance &Heating / Total Comfort customer’s as I can inform.