WATERTOWN, MASSACHUSETTS -- I bought a fridge that looked hideous. Three days after delivery I tried to return it. I called Cody at national customer service who said, "No problem." He forwarded me to Ian at the Watertown, MA store who said that he had the right to refuse any return and that all appliance returns would be refused, NO EXCEPTIONS. He was not at all nice about it.
PLANO, TEXAS -- If you are looking to replace your appliances, do NOT go to Home Depot. They will recommend appliances and after 90 days - they no longer work. To make matters worst, they then tell you to work with the manufacturer versus assisting you with replacing/fixing the appliance. However, they were quick to take our money when we purchased the product. I would rather pay a premium price from a small retailer with better customer service than deal with a company who only wants our money.
MENTOR, OHIO -- I purchased an LG washing machine Model # WT5101H on 11/27/2010 from HOME DEPOT and I also purchased the Home Depot extended 4-year warranty plan. It was a $1,100.00 washer on sale for $749.00. On 10/6/2013 the machine broke down. I called Home Depot's warranty center on 10/7/2013 to have the washer repaired and they set up an appointment two days later on the 9th and said the repairman would be there between 8am & noon. So on the 9th I received a call around 11am from the repairman and said he would be there around 5pm.
When he got there he looked at the machine and said the whole motor assembly would have to be replaced and that it would take 10 to 14 days to get the part which I thought was ridiculous. The next day I called an LG service and was told it only takes 24 to 48 ours to get the parts. So then I called Home Depot Warranty and told them what I found out, and I was told that they could no authorize anyone else to repair it. I waited until 10/29/2013 and called them again and was told that the claim was not authorized yet. I could not believe it, nothing had been done, the parts weren't even ordered.
Then I asked to talk to a manager. When I talked to the manager I was told the same thing and there was nothing she could do about it. I lost it. Then when I told her I was going to report it to the BBB, and a local news TV channel she then connected me to another person by the name of **. I had to explain everything I went through and he told me that he would have to find out what actually happened because that it only takes minutes to get this authorization not weeks. He told me that he would find out what happened and would call me back. About 45 minutes later he did call me back and said he had found the problem but he would not disclose it to me.
Then he told me that he got everything straightened out and that the parts were in stock and that he had talked to the service man and promised me that it would be repaired on or before Monday 11/4/2013. He also gave me his phone number so that I could call him back if there was still a problem and that he would call me on Tuesday the 5th to make sure that the repairs were made. So I waited until Monday the 4th of November and decided to call the service center that was supposed to do the repairs and was told that the parts were on order and haven't come in yet.
So then I called ** at Home Depot warranty and ended up leaving a message on his answering machine about this but he never called me back. He never called me back on Tuesday either. So know here it it almost a month later and still don't have a washing machine to use.
GAITHERSBURG, MARYLAND -- We purchased a refrigerator from Home Depot. We have an existing refrigerator with an ice maker. The installation requirements with our order stated that we have to have a water shut-off valve (for the water line going to the ice maker) within 6 feet of the point of entry on the refrigerator. Our water valve is under our sink and 4'10" away from the point of entry on the refrigerator.
Installers (Town Air Freight, a subcontractor of Home Depot) show up and refuse to install new refrigerator because we do not have a water valve DIRECTLY BEHIND the refrigerator. The installer insists that "Maryland law" requires the valve be directly behind the refrigerator. He also says that he cannot touch our water shut-off valve because it is under our sink. He refuses to install the new refrigerator or give me time to call the store and clarify their policy. He leaves with our new refrigerator, but enters it in the system as "delivered."
We repack all our food into our existing refrigerator and begin one of the most frustrating customer service experiences of our lives.
We call Home Depot and they say that the installer should have installed the refrigerator because we meet the requirements (shut off valve less than 6 feet away). Everyone from Home Depot that we speak with (store manager, appliance department manager, corporate office) insist that our set-up meets the requirements for installation, even if the valve is under the sink. After multiple calls to the installer, it is finally clarified that the issue isn't a state law, but rather that Home Depot only sells kits that have a 6 foot-long hose to connect to the water valve. Because the line needs to have slack, this isn't sufficient when the distance is more than one or two feet.
I end up on a four-way call with Home Depot's corporate office, GE (the appliance distributor), and the installer (Town Air Freight). The installer says that they cannot use anything other than the kit sold by Home Depot because of a CONTRACT ISSUE between them and Home Depot. Yes, we were stuck in this mess because of a poorly-written contract between Home Depot and their subcontractor. Corporate and GE try to see if the installer will make an exception and use another line (not from the kit Home Depot sells, but just a regular old line with more length). The installer refuses, and keeps citing this "contract issue."
After many wasted hours waiting for installers, on the phone with Home Depot, and taking multiple phone calls from installers and subcontractors that work for Home Depot, it is clear that this refrigerator is not going to get installed. We request a refund and ask that someone send confirmation (via email) that a refund is being issued. One day later and we have yet to receive confirmation of any refund. A refund has not been processed to our credit card. So, Home Depot still has our $1200 and our new refrigerator. We have nothing.
ON LINE SALE, PENNSYLVANIA -- I ordered a fridge online from Home Depot. It was to be delivered on a Tuesday morning, they said the deliveryman would call me at my work number 30 minutes before arriving at my home. The call never came, I went home for lunch and a card was on my door saying they had been there and no one was home. I called the number on the card and was told they couldn't come back until the next Tuesday and they would call me at work this time. I wait another week with my food rotting in my old fridge. They called and they came but couldn't hook up the water because Home Depot doesn't like copper pipes. O.K., I can hook it up myself.
The delivery men were very nice. I went with Home Depot instead of Lowe's to save $100.00 because of an advertised sale. Lowe's would have delivered and installed it the next day. So I get my Visa bill and I am billed for two identical refrigerators from Home Depot. I only have one, that I hooked up myself. I called Home Depot and they told me they had to check to make sure what happened to the second refrigerator. ??? She called back and said they found it in their warehouse, the second fridge would be removed from my bill by Friday. I check my account on Friday, still 2 refrigerators.
I call my Visa Company, they say to wait 15 days and let them know if it has been removed, they say that they will remove any interest they may have charge me if I call again after Home Depot removes the 2nd fridge from my account.
Each time, and there have been several, I call Home Depot or my Visa Company, I must navigate through all the automatic answering systems pushing various numbers until I manage to get a representative. It appears that my time is of no value to Home Depot. I had planned to remodel my kitchen because I found cabinets I like at "Home Depot", I am no longer sure I would be able to live through the experience. I'll go see what Lowe's has.
DENVER, CO. / MARATHON, FL, FLORIDA -- Bought a new GE washer and dryer from Marathon, Florida store to be delivered to my daughter in Denver, Colorado. The Marathon store set up everything to be delivered to her in Colorado the following Saturday. The delivery company was rough with the appliances jerking them back and forth in the truck. It was snowing at the time and they left the washer out in the snow while they brought in the dryer and hooked it up. They were unfriendly and very unprofessional.
They hurried the installation because they had many deliveries that day but did mention to my daughter to talk to Home Depot to get a new machine because the one they had for them was dented in several places, then they hurried off. When they did the first load of wash, the machine leaked all over the floor on the spin cycle flooding the new tile floor. My son-in-law called the delivery to come and get the machine because it was defective not to mention the possible damage to the tile floor. They said they were not coming back and it was basically their problem because they accepted the delivery.
He said, "You told us it was damaged after it was installed and to talk to Home Depot." The Home Depot in Colorado said they can't do anything and it would have to be taken care of from the Marathon store. Really? I thought all Home Depots were the same and they would stand behind it. Because they "accepted" the delivery Home Depot was willing to send out a repairman and give us 25.00 off the machine because it was dented and damaged. Not acceptable, I didn't buy scratch and dented machines, I bought new ones. I wanted a replacement washer and the issue would be resolved and the customer would be happy.
Of course this turned into a fiasco because Home Depot wanted to just repair the washer, then GE needed to send a technician out to determine the problem then it had to go back to Home Depot to deal with me on what they were going to do so it goes on and on and my daughter can't do laundry because of all the hurdles and red tape dealing with Home Depot and GE. It could have been so simple and easy to resolve making their customer happy and glad they chose Home Depot for their purchase.
Also they gave us a 48-hour hotline to call if anything goes wrong within 48 hours and they would send someone out immediately to take care of any problems but when we called it, they wouldn't come out and do anything. So here we sit with a broken brand new GE washer and no one wants to do the right thing and simply replace it with what I was supposed to get for my money. This is terrible and consumers should beware of these practices. I don't know where this is going to go and if eventually I have to take them to court but I'm standing on principle here and enough is enough. I simply want what I paid for and we're getting the royal runaround.
COLORADO -- The service provided by your Protection Plan department is absolutely pathetic. I purchased a dishwasher in June 2013. I called in January to file a claim and request service. I provided several phone numbers - home, work, and the phone number for the tenants where the appliance is housed. I was told that service technician would contact me to schedule an appointment and I never heard from them again.
I called back today and after 40 min on hold I was told they tried to call and were unable to leave a message. THAT IS A LIE - I gave them three phone numbers which all voicemail and they did not leave a single message for us. I asked to speak with a supervisor, and was transferred to a person named "**" who is a horrible representative of the company. She is rude and unhelpful. Her response was that the repair was not their responsibility and to call the manufacturer. The $50 paid for the protection plan is a worthless rip-off.
MADISON, WISCONSIN -- We bought a dishwasher from Home Depot and decided to have them install it. I called and talked to a representative to ensure we understood what they would and would not do. It would be 3 weeks until they could deliver it, but we decided it would be okay to wait. I asked for documentation on installation and they refused to provide anything. They stated they will not touch wiring and will not remove the old dishwasher.
We had the dishwasher pulled out and had someone there to wire in the new dishwasher. The install service showed up, refused to install because of the location of the shutoff valve. We requested they still mount the new dishwasher, and Home Depot would not allow this - even if we took care of the plumbing. I'm really glad I asked about all of this in advance so they could not tell me about this, and I ended up having to pay for 2 services (removal + plumber to come install) + Home Depot, and wasted a lot of time.
I called Home Depot to complain, and they couldn't care less. Pretty much responded, "too bad" - couldn't care less. I guess I will be shopping at any store but Home Depot from now on. It was more their lack of concern for their customer that really upset me more than the crappy service they provided. I can buy that dishwasher anywhere for the same price, why would I ever choose to buy it from a crappy company like Home Depot?
EAST LANSING, MICHIGAN -- My biggest problem is with the appliance delivery. Before Thanksgiving I ordered a new stove. They were supposed to deliver it today (12/17/13). My current stove had broken so I was looking forward to receiving it especially since I have family coming for Christmas to stay with me. I'm told that there are no stoves available (sold more than what they have in stock) and can't deliver it until 12/30/13. They couldn't provide me with a decent alternative that could be delivered before Christmas.
And since they waited until the week before Christmas options at other stores are limited and not deliverable before Christmas either. I've waited 3 weeks already and they couldn't tell me before now so I can find alternatives? Customer service was a nightmare trying to talk to people and jumping through their hoops. I was on hold for nearly an hour twice with Home Depot and Maytag. Home Depot doesn't care. I barely received a sorry and they screwed up my Christmas dinner that I'm supposed to cook. I'll never give another dime to Home Depot. I've shopped with Lowe's before and their delivery was flawless.