ATLANTA GA -- It is not the actual product but the service I received from Home Depot. I needed a new fridge for a second home in the Mountains of NC so I went to Home Depot in Hendersonville for the item I wanted to purchase and spent 20 minutes looking for someone to sell it to me - before the sales person wrote up the item he asked me if I wanted it delivered. I told him that I did and he asked if there could be any obstacles to delivery, and I told him that the driveway is somewhat steep. He said it could not go to a house with a steep driveway and would not sell me the refrigerator.
Remember this is Home Depot in Hendersonville, NC - where all driveways, roads, etc. are steep! I leave the store and called online sales and the lady I talked to checked the area told me there were no restrictions for delivery and I purchased the item online and scheduled it to be delivered on Friday, which was great since I had taken three days off work to go to the mountains to get this and some other projects done. I live over 2 hours from this house.
The following day I received an email to inform me that my online order had been canceled. When I called to find out why I was informed it was because the delivery zip code and billing zip code were not the same. The person on the phone helped me place a new order for item, but at that point all the delivery time slots for that week were gone and the soonest that I could get delivery was the following Tuesday. I had to take another day from work and drive about 5 house meet the new delivery date.
When the refrigerator finally did arrive (incidentally the Home Depot truck had no issue getting up the driveway) - the guys got the old fridge out of the house and the new one into the dining room - and informed me that it would not go through the kitchen door. I had measured carefully using the specification on the Home Depot website and knew the opening of the door to be 29.5" and the refrigerator with the doors removed was 28.5". The two delivery guys told me that if they did take the doors off it still what no go through the doors and they REFUSED to try taking the doors off and left.
I should at that point have called and had them pick up the fridge, but they had the old one with them. I had to go buy some tools and was able to remove the doors myself and was able to push the refrigerator through the doorway myself.
At this point I called customer care and they were going to call the delivery guys and see if they would come back and finish moving the fridge into place and hooking up the ice maker. He assured me someone would call me back - they never did. I had to hire someone to help me move the refrigerator into place myself - but the icemaker and water dispenser are still not hooked up - I guess I will have to hire someone to come do that.
I called and talked to someone in online purchases the next day about my experience, they were going to do some research and get back with me - so I called again, had to explain this long story again and was told they needed to transfer me to another department, I was transferred to a lady and had to relay the story yet again. When she told me that it was out of her hands that she needed to transfer me to yet another person - I lost it. The situation has cost me so many hours - and time is the one thing I do not have extra of.
My last attempt to give Home Depot once last chance to make this situation better was I call the consumer relations department and talked to Terry. Before going into detail I told him I was very unhappy with Home
Depot's service related to a purchase and was he the best person for me to explain the situation and see if he somehow could try and make amends. He told me he was the best person to take care of and proceeded to tell me how much Home Depot values my business.
After explaining my story - he asked me what I wanted in terms on a refund. I told him that I would prefer for them to give me an offer rather than me come across as trying to get something for free. He told me he would have to meet with his "team" and would get back to me no later than Monday June 6th. I did not hear from him until today June 14th (over a week later) and he has offered me a $50 Home Depot gift card. I told him that "Let me see exactly the extent of how much Home Depot's Values my business."
I have shopped there exclusively for years (as well as Home Decorators) and have used them for a complete kitchen makeover, appliances, garden equipment, lumber and building material, installations and even a new roof. $50 doesn't even cover the money I had to pay someone to help get the fridge in, tools I had to buy to take doors off myself, the amount of gas I spent having to have made a 2nd (and still have to make a 3rd trip back up there to get this working) not to mention the time away from work, etc, etc, etc.
I see exactly how much Home Depot Values their customers. I will pay off my Home Depot Card and never use it again. I will not ever buy from Home Depot again or for that matter enter one of their stores. Thanks for reading this review - I highly recommend going somewhere else to make any Home Improvement Purchase.
ARLINGTON, TX, TEXAS -- I purchased a 50 gal electric water heater from Home depot in 2008 with installation, Extended Service Plan and the whole nine yards. Last year Aug 2015 I had problems and HD hot line referred to a Company called ASSURANT. (If you break up their name ASS you RANT.) They sent a serviceman on 4 occasions. First visit: reset the heater reset switch - stopped working after 2 hours. 2nd Visit - changed one of the elements - failed after a day. 3rd visit - changed the second element. Failed again in a day. 4th visit - changed the thermostat. Finally fixed it.
During this above episode I had no water heater for close 20 days, waiting for serviceman, failing, repeat call, waiting for special order thermostat etc. On Feb 28 of 2016 this year - the water heater stopped working. Called ASS you RANT again.
First visit - March 2 - the service man comes reset the reset switch and said if after this it fails nothing can repair this because a sensor gone bad inside - not repairable. March 4 called ASS you RANT again and they said will need to file a claim for new water heater because of multiple service calls, the request for replacement explaining the unrepairable heater was to be explained and worked by the service tech in this case "**". They said will take 3 business days for an answer and so including the weekend waited for 5 days. No calls from them.
March 9 - called ASS you RANT after the 3 business day rule. They said nothing has happened and no progress. In this case the service repair company didn't do a squat. Called the next level mgr to explain and he called the service provider placing me on hold and said to give 24 hours for an answer.
March 10 called after the 24 hour notice, the same Warranty company ASS you RANT, and they said no progress - nothing happened repeat of previous day and another 24 hrs will be taken care of. March 11 Friday called ASS you RANT for an update, and still the same. This time I vented my anger for lack of any action, and they gave me a new claim # and said I have to have 3 strikes rule ie: after 3 separate incidents still not working then that will qualify for a new water heater.
March 12 - A tech from RR (service provider) comes takes measurements quotes me a price and says he will call first thing Monday morning ie: today with claims and new heater etc. In the meantime he quoted extras like I need a new pan - old pan was small costing $119.98. Same sells at HD for $19.98.
He also said I need an upgrade to have a electrical disconnect switch for the heater since my breaker box with Circuit breakers was on the outside wall and quoted another $150 for that. (I checked with the local city Building planning Engr who said it is not true and gave me a number to have them call if they push for that.) I said figure out the new replacement heater details and then we will go over.
Today - March 14. The service guy from RR that came on Saturday was a no show broken promise nothing done - and new service guy came gave a nice lip service said he will take care of it all. After 15 minutes with ASS you RANT on the phone says "my heater is not covered because the ser # doesn't match in the system". This was really adding insult to injury. I did my own investigation calling ASS you RANT of this and discovered that they never had a ser #/mode # in their files and it was the tech who came last week gave a wrong ser #... Finally after calling 3/4 different #s at ASS you RANT they said they will take care of replacing it.
The Final verdict from ASS you RANT was: They will not replace the water heater but will give me a credit of 60% on the cost of HEATER ONLY after depreciation. So here I am having an installation done by Home Depot, with extra money paid for ESPlan, and I am told since it's unrepairable even though within the warranty period (in this case Lifetime of 12 years!), their terms are will give cash only of $440 plus take it or leave it. WHAT NONSENSE IS THIS with an ES Plan. Went to Home Depot again this evening their answer was we don't know how it works and it may just be this.
To test their latest same day plan, called HD installation hot line and having burned with all these surprises posed them a hypothetical question - if I buy an ESPlan and the water heater fails and unrepairable during the warranty period what will happen, the lady said, "You will get a FREE replacement." I asked what replacement meant. She said, "Since you bought an install the replacement will be a free installation and I pay permit fee which I don't mind."
The MORAL OF the story - Don't trust Home Depot/any of these plumbers bait and switch at low price on phone and then upcharges. You go to a big corporation, hoping you will get a good service. They just don't stand up to their promise. Shame on you Home Depot and Assurant (the warranty company for the runaround - the ASS you Rant is a better name), and the service provider who didn't give a care to follow up.
SPRING HILL, FLORIDA -- Could not return items left over from my house renovation. I spent over $60,000 in this Home Depot. When I had items left over I wanted to return them. I will NOT keep 100 receipts or more and dig through them so I just took the left over items for a return. They denied my return as TRE reported a suspicious return. Read all about the TRE as many people have been denied as I was.
Funny thing is that I ordered several special order sliding doors for about $10,000. One was returned as it was not made according to the building code so the city inspector rejected it. Well they returned 2 orders to my card by mistake. I received a call the next day from Home Depot asking me to come in and pay again for a door that they returned money to my credit card. Their return process takes 7 business days so they wanted me to pay again from my own money before I received a refund. I did not realize they made a mistake, but after looking at the return receipt I verified they did.
Well, I am honest so I went to Home Depot and returned $1,800. Again that is before even I got the return on my credit card. Now I was denied a return for a total of $404.00??? Stupid me... Should have never returned anything to them. I will never shop in Home Depot again and I will tell all my friends how Home Depot treated my for my honesty and for me spending there over $60,000. I will be a Lowe's customer from now on and my foot will never enter Home Depot again. Stay away from this business as they DO NOT appreciate you at all!!!
MERRIAM, KANSAS -- During 2016 my daughter realized that she was never paid for her first two weeks of work in early June. This realization came about one month after she began working at Home Depot. She brought the error to the attention of the HR representative assigned to her store, but doing so was difficult as this person had no voicemail and was never in the office when my daughter visited her office.
After emailing the store rep, who ignored her, my daughter then began working with the corporate office to remedy the situation. She left voice messages and sent three emails from mid-July to early September. Her pleas fell on deaf ears. No one returned her calls, and no one responded by email--with one exception. An HR representative from corporate informed her in late August that a check had been mailed to the store. After my daughter miraculously made contact with the store HR rep, she was told that a check was never mailed to her.
More than three months have transpired since the payroll period ended for which she should have been paid. As my daughter's legal counsel, I contacted Home Depot using every means possible, and all but one time I was met with curt, rude responses to my inquiries. I am embarrassed for Home Depot. They ignore their employees, neglect to pay them, cannot communicate well with employees nor among themselves, and have constructed an internal phone system that makes it extremely difficult--if not impossible--to speak with a payroll representative.
ARLINGTON, TEXAS -- I purchased a 50 gal Electric water heater (12 yr Warranty), along with Home Depot installation and an ESP (Extended service plan) paying another $99 for the worry free repair and replacement. This purchase was made in 2008. The water heater worked for 7 years. Started having problems. Free service because of ESP, 4 service visits to repair each time one of the items being replaced. Good way for service tech to milk the warranty company...
After 6 months in Feb 2016, the heater went dead. Called the warranty company (Assurant) and they dispatched a service tech - He made 1 visit to Reset the ECO switch. Next day died. Then made 2 trips to take measurements to work on a new heater under warranty claims because it was UNREPAIRABLE. While doing this he submitted a wrong service # off the heater and the warranty claims was denied as though I was a cheat and making a fake claim.
Anyway after 10 days of phone calls they decided to pay a prorated balance of water heater cost and said that is what is called "REPLACEMENT IF UNREPAIRABLE". They won't cover installation cost etc. You just get a check for a part of the water heater cost to buy a new one. Believe me that's what I found out the hard way while the sales people tell you free replacement. NOT SO.
CHICAGO, ILLINOIS -- On October 16th, I rented an orbital floor sander from the Home Depot in Chicago at 6211 N. Lincoln Ave. When I arrived I met with an associate in the tool rental department. I took the unit home and was going to use it the next morning to do the project. Shortly after I started the project, I noticed that it was getting very dusty in the room I was doing and noticed that the collection bag was not inflating or doing anything. I called the store and they said I needed a shop vac to use with this unit and after some discussion, I said this machine will not work and I should have been informed of this when I got the unit.
At this point I needed to find where to go rent another unit so I could do this job I have already started. A little bit later that day, I tried the sander again at another part of the room near a window for a few minutes because the other sander wasn't getting the floor sanded in that area. It worked fine and then I proceeded to put the sander back in my car so I could return it later that evening. I tilted the unit back to remove the sanding discs and as I tilted it back the handle snapped off.
I then tried calling Home Depot twice to let them know about this and I was on hold each time for over 10 minutes and I didn't have the time to spare at this point, so I would deal with it when I returned it. I brought the unit back, the tool associate saw it on a cart and was just beyond words. I tried to explain what happened but I am not sure he really heard me. In the end I was there for about 45 minutes and they charged me $450 to have the unit fixed. The next day I called and spoke with a store manager there and what they thought was fair was to give me a $200 gift card to compensate me.
I have also been in contact with corporate and they are also standing behind the decision the store manager has made. I have detailed this in the letters I am attaching below. I would really like to hear back from you soon regarding this. Also was I was told about after the fact is that Home Depot does have insurance available on rentals which I was never told about and if the tools associate would have told me about this and I would have taken out the insurance, I would not have to be going through this hassle.
I have just recently heard back from corporate for the third time and they are sticking to their guns and not placing blame whatsoever on themselves or taking any responsibility. I am still required to pay the $450, which I feel is so wrong. I am encouraging everyone out there to please make other choices when shopping at home improvement stores and to choose other places to do your business with.
Nowadays customer service should still be a top priority, but not in Home Depot's case. Why should we shop at places where we are not going to be treated fairly and with respect? Please work with me and choose other stores to go to. I am sure Lowe's or Menards would love more business from people like us.
VIRGINIA BEACH, VIRGINIA -- We had bought and had installed a Home Depot water heater, and discovered it had begun leaking. It had rusted out at the bottom. It was fortunately still under warranty so I contacted Home Depot and I worked with them to get it replaced. I paid the difference in price between the old and new one. Also I paid for the installation. The third party company used in Virginia Beach was Perez Enterprises. The two gentlemen that did the replacement did not seem to show much respect for the property, dragging in mud etc onto the carpet. The replacement took about an hour. They also sprung extra charges onto me during the install which was suspect.
That evening I heard a dripping sound coming from the attic where the new water heater was installed, and investigated. I discovered that the new water heater was leaking very quickly from the cold water line soldered to the PEX water pipes via a fitting. I immediately called Perez Enterprises, and they sent someone out that evening about an hour later. He informed me that the original installers had not soldered the pipe all the way around on the cold water line. He changed the fitting, mopped up some of the water, and told me the manager of Perez Enterprises would contact me the following day to sort out all the damage caused by the leak.
It had leaked all the way through two ceilings and a wall to the first floor. The following day Mr Perez came and inspected the issues, and firstly informed me that they would wait for the water to dry and then pay to repaint the stains created in the ceiling from the leak. I was of course concerned with this course of action due to large amount of water that had leaked and the possibility of mold. Eventually Mr Perez had a company come and setup fans and dehumidifiers to dry out the ceiling/wall/attic quickly, and treat for mold. This took 3 days.
Fortunately I was having the house repainted, and so asked my painter to paint the ceiling, and Mr Perez agreed to the charge for the ceiling painting. Overall, a simple water heater replacement became a massive headache, causing damage to the property that needed to be rectified. If the original installers had taken more care over their work, this would not have been necessary.
MAHWAH, NEW JERSEY -- Do not use Home Depot for appliances delivery and installation. Home Depot vendor for appliance delivery and installation for the New York area is Home Delivery of America. Home Delivery of America has multiple bad reviews all over the internet and lawsuits pending for extremely poor service. I read one on Yelp that was similar to my situation. I wish I had read it before the dishwasher was ordered.
We ordered a dishwasher from Home Depot that was supposed to be installed and the old one hauled away. All we got was 2 bullies with attitude that did not want to do their job. When the workers arrived they quickly determined they could not install the dishwasher. I asked them to remove the old dishwasher and leave the new one for the handyman to install. They said no. I asked if I can sign for the dishwasher so they can leave the new one. They said no.
By then my handyman came up from working downstairs and quickly determined that the dishwasher can easily be installed. It took four times asking the workers to allow me to sign the paper to keep the new dishwasher. My handyman ended up installing the dishwasher and helped me carry out the old one to the curb.
I called Home Delivery of America to complain. It took three times to get through to speak with customer services. Once I did they did not care to hear anything about the situation. I searched the internet and found several lawsuits pending from upset customers. Also, they had several bad reviews from other customers with similar situations. A single delivery did not matter to them.
Bottom line; use a local appliance store for when shopping for appliances. They have friendly, reliable delivery staff and want to satisfy their customers. They understand the important of customer service for repeat business and referrals. Home Delivery of America only cares about delivery volume and are not considered about customer service. Home Depot should take the time to read the bad reviews on the internet for Home Delivery of America. If they had they would not be using them as a vendor.
CONNECTICUT -- Buyers should be aware that Extended Warranty is not serviced by Home Depot!!! But a Subcontractor who is out to make money from you! Terrible experiences from Home Depot extended warranty service!! This is not first time that I had a BAD EXPERIENCE. I purchased Cub Cadet Riding Lawn Mowers and the extended protection plan. After it went in for warranty service... my lawn mower is cutting the grass unevenly! I had a similar experience 4 years ago with the extended warranty service. The customer service, I should say, is one of the worst I've encountered. I called H.D warranty dept. explaining to them of how my lawn mower wasn't cutting evenly...
Next day BPT warranty company?, not Home Depot called and asked about my tractor. I explained to the representative that the lawn mower was cutting the left side of the grass shorter than the right side. She asked me "Did you check tire pressure?" I answered "Yes." Nothing was wrong with tire pressure and that I did check it. But she ask me 3 times about tire pressure. And her exact words to me,"You need maintenance" and pushed persistently that I needed to have maintenance.
I said "I don't need a maintenance." And that I had this issue previously... Maybe balance needs to be adjusted and requested to have it service (under my purchased Extended Warranty). We went back and forth with the same issue at hand. She did everything in trying to TELL me that I needed to be scheduled for Maintenance. PAY for it of course (this went on for more than 30 minute). She said "THAT'S WHY YOU NEED A MAINTENANCE... YOU NEED PAY FOR MAINTAIN FEE."
I said "You did not even look my tractor yet telling me to schedule and PAY for maintenance." She replied, "I KNOW, I'M DOING THIS BUSINESS FOR LONG TIME... Maintenance mean is oil change, filter change, and belt change..." Lol lol... I went along and asked her,"How is oil, filter, belt change related to the uneven leverage cutting of the grass?" She replied "It does." Does she take me for a fool? Does Home Depot even screen the subcontractors when they pass on the Extended Warranty that their clients purchased?
I strongly advise people from purchasing their Extended Warranty! Just know that when a problem starts from your equipment know that you're not dealing with Home Depot! You will get easy 30 minute of run around and "so called specialists" just trying to rip you off into PAYING for something other than using your warranty! I want to share my terrible warranty service experience with future Home depot extended protection plan buyer.
PHILLY REGION, PENNSYLVANIA -- I started working for Home Depot in Oct with three other--two of which were smarter than me and quit before training was over. Basically 998 out of 1000 appointments that reps go on are people that have no interest in refacing their kitchen they were in buying something else and a lead generator pressures them into taking an appointment.
The problems with this are many, 1) you must be a high pressure salesperson in order to convince someone to spend 12,000-20,000 on prefacing, 2) You must be willing to spend 40.00 a day and travel as much as 300 miles to do this and drive an hour to each appoint. Must be willing to make that commitment and realize that some won't even answer the door because they really didn't want the appointment. Be ready to make this hour drive for an appt at 8pm if you get in the door an appt is a minimum of 2 hours. You will have many bank turndowns for the financing of the kitchen.
Also be ready for 1 of every three sales will cancel the next day. Most of all Home Depot runs this like amateurs. Not only supplying you with completely inadequate train two weeks at an average of 3 hours a day. You will be asked to sell things from a book such as back splash and in the end we were given a black and white sheet of paper that the customer had to use to pick out hardware with because there was not enough new hardware ordered. How embarrassing is it to work for an 90 billion dollar company and people have to pick out hardware for their 15,000 kitchen from a black and white piece of paper.
Last but not least you will never get paid correctly because of your lack of training you will make mistakes that will be deducted from your check you will find this out when you get it because there is ZERO communication between the measure people and your sales manager. Home Depot has no regard for you personally and they will run you into the ground if you let them. They couldn't care less about the quality of the lead because it doesn't cost them anything to send you there. The lead generators will say whatever they have to get the lead even if it is not true.