As far as appliances go, Home Depot is basically just a 3rd party contractor. They don't actually carry most of the products you purchase and they don't do any of the installation. I purchased a washer / dryer through Home Depot. Paid extra for the installation. I believe it was $19. Temco came to install the washer and dryer. However, the dryer was damaged and sent back to the manufacturer. This visit was rather pleasant even after the shortcoming with the damaged dryer. They installed the washer, were very friendly and answered all my question. They actually took their time and did everything right.
The 2nd visit however was horrible. 2 different guys came to install the dryer. They were in a rush. They installed the dryer even though it did not properly fit the base it was sitting on. There was a chance the dryer could tip over since the base was about 1" short. Meaning the 2 front pegs the dryer was on, was sticking out 1 cm off the edge! They told me get some 2x4 to balance it out and left. Wow...
I didn't have any 2x4 but I did have a nice piece of wood that would cover the base and extend the footprint by about 2 inches. So I had to remove the dryer, place the piece of wood on the base, and then place the dryer on top of the wood. While moving the dryer, the entire duct fell off. They didn't even screw it on tight. So instead of venting outside, a good amount would have vented into the garage.
I also manage to get my fingers bloodied up because of the way they cut the vent. I basically had to clean up their work and put some duct tape around the edges of the duct to finish it off after adjusting the clamps on both sides of the duct. Everything seems to be working fine but I still believe the duct isn't 100% venting the dryer to the outside. Also, there are some leftover parts from the installation. I guess some of the parts didn't fit so they just left it out. It's basically a piece of fitting that connects the duct to the outside vent.
ROSEVILLE, MICHIGAN -- My complaint lies with Home Depot's contracted delivery service. The drivers on the first delivery were alright. The Maytag washer we purchased did not work, kept filling Hot Water, would not stop. I can understand that sometimes this sort of thing will happen, Really I do. My complaint lies with the service and how they can't get their story straight.
The drivers left the washer and a re-delivery of a working washer was scheduled in 2 days. I was told I would be called ahead. No call. I did not become immediately concerned as the original drivers called twenty minutes ahead from the stop and I had not received the 4 hour window call that I was told I would get, so I figured this would be the same thing.
Later into the afternoon I called. I was told they did not have my phone number to call me (it was given) so they came and sat outside the house for twenty minutes. I, since I was stuck home all day for the second time was outside all day (it was very warm) re-doing my front yard raised flower bed. When I told the lady this on the phone, the story was that they "tagged" my door after twenty minutes and left. (Again, impossible as I was out front all day). I asked why they did would they have not simply knocked on the door if they were sitting there that long, was told they don't do that.
What??? They will sit outside a home, and eventually "tag" the door but won't knock on it? I expressed my feelings of disbelief of that statement, it just does not make sense. Why would they not call their dispatch to check and see if they got the right phone? When I restated that I was out front all day anyway and it was impossible that they were parked out front for twenty minutes, the story changed that they must have had the wrong address. What??? Are these people third graders earning a few bucks for a field trip or what? They certainly have a problem with their stories.
Now I am told I have to wait 3 more days for a delivery. That's 3 wasted days stuck home all day. Terrific! Home Depot... Better ditch these folks, they don't care about your operation and certainly not your customers. You are the one who will be losing business. I am sure I am not the only one with this problem.
Funny thing, Home Depot will spend millions on advertising, price match anyone in town, have extremely competent employees, as well as management just to get me into the store but will allow the ball to be dropped at the one yard line by their incompetent delivery contractors. I for one will not buy from Home Depot again. Hello Lowe's, I need more appliances among many other home related products.
No where left to go with this, they brought out a new washer, thats all I wanted.
GROVE CITY, OHIO -- My wife and I purchased a home and went right away and purchased a kitchen which included stainless steel stove, refrigerator, microwave and dishwasher for what we thought was a great deal from Home Depot. The following week the delivery came and the stove was fine. The dishwasher didn't have the clips to complete the installation, the microwave was bashed in on the side and the refrigerator had a ding on the right door. We found out that the replacements would be delivered two weeks later. The refrigerator that was damaged was left with us until the new one could be delivered.
We went to Home Depot and ordered the next best microwave so we could have the installation sooner and not have a hole in our wall where the microwave should have been. The company came out the following Tuesday (I had to take another day off of work.) and installed the microwave. A few days later the kids were playing in the basement and heard water dripping. I went down and took a look and saw the water. I called our home warranty company and they scheduled to come out the following Monday.
They got there and could not cut into our walls to locate the leak so I did it (another day off from work). I traced the leak to where the installation crew put an anchor bolt right through a 3" riser drain pipe that services two bathrooms. Every time we took a shower, a lot of that water was going to our finished basement. The installation company did come out that night and repaired the pipe and patched up all of the drywall and installed the microwave correctly this time. But now they have to paint and everything because of this.
Now on to the fridge! I was supposed to the fridge delivered today. They stated that they called me twice but I have no voicemails or record that they called and said that I have to call and reschedule. UGH. I just raised such a stink that they are now coming out in the evening to deliver the fridge. My personal experience had tainted my taste for Home Depot and the delivery/installation company. If you buy appliances just have them deliver to your kitchen and do it yourself!
I ordered an appliance from their website for my parents and set the delivery date for Wednesday. Due to the weather conditions, I received a call on Tuesday and was told the delivery had been reschedule for Sunday! Not their fault because of the weather, but a major inconvenience since they have set Wednesday aside.
Received a call on Thursday that I couldn't answer. Got a voicemail stating the person didn't know who they were calling and what to say. Called the number back and it was an automated machine for GE delivery. WTF? Called the GE delivery line, was told that computer shows our delivery was still schedule for Sunday, but that it's possible it could be delivered Friday. Again WTF?
They set Friday aside, but the weather got worse so no delivery. Understandable. Called Friday to see what the delivery date now was. Was told the system still showed Sunday and that it will be delivered Sunday. Got a call Saturday at noon stating that the delivery would be made in the next 20 mins. Luckily, my parents were home to receive the delivery. If they hadn't, idk what would have happened.
Based on other complaints, it would have probably been left on the curb, idk. They delivered the item, and initially refused to take the old appliance away, which was guaranteed on the HD website. Maybe because my parents were older, they thought they could get away with that. After going back and forth with my father, they finally took the old appliance away.
I know the weather played a huge part in this, but the delivery process was handled poorly. Got 3 different delivery dates and it was delivered on a different date. No call until 20 minutes before it was going to be delivered. Initially refused to haul away our old appliance when it was guaranteed. May not be Home Depot fault since it was GE delivery, but still a HORRIBLE EXPERIENCE. Will stay away from next time.
I ordered a new dishwasher from Home Depot three and half weeks ago. The one I wanted they currently didn't have in stock. The worker told me that they would place the order and have it delivered to my house. I was prepared to pick up the dishwasher myself, considering I have a truck and able bodied men to help me, however, the worker said it's best I go with home delivery. I agreed.
I set up an appointment for them to deliver the a week from that day. The guy told me to call the number on my receipt to set up a time. When I got home, I called and got the automated recording that I cannot set up times, and they will call me the night before with my time free. I had to work that Saturday night so I went ahead and called and changed to a day I would be off, which ended up being a week and a half later since they were so overbooked.
The night before the scheduled delivery I got a phone call saying to expect them between 7-11. I took my husband to work that morning, but I would make it home by 7. When I got home, I had a message saying they tried to come by and make the delivery. I called back and they would not bring it back to me that day. They won't allow you to come pick it up or take it to the store.
I had to reschedule again for another week and the lady specifically told me the 26th. On the 25th I received no phone call, and the lines are closed so I couldn't call. I got up at 6 am on the 26th and waited and waited. At 9 I called to see when they were going to be here, and they told me my appointment was the 27th, the next day, the day I had to work.
I'm going to pay my sister to sit at my house tomorrow and wait for the delivery guy. If something happens and my dishwasher does not come tomorrow I will be going to Home Depot and getting my money back. I have never paid so much money for something and had to wait so long to get it.
BENNINGTON, VERMONT -- My Home Depot has some of the nicest employees one could want. However, their good intentions become worthless because of the myriad systems in place that prevent a customer from getting reasonable service on appliances once the sale is completed. Case in point: 18 months ago I purchased a top of the line LG double door stainless steel refrigerator. I also purchased, for $100.00, a three-year extended warranty which, I was assured, was held by the Home Depot Corp and not "farmed" out to some third party as in the case of automobile purchases.
15 months after the purchase date both front door gaskets were worn out and torn. I called the extended warranty company and set up an appointment for a home repair technician. He never showed. (I lost a day's pay.) When I called, he claimed that he never received a work order from the warranty people, he was going on vacation and hung up.
A second appointment then was set up with another technician however, the day after his visit, he called to say that the gasket part request was denied by the warranty company "because gaskets were not covered by the warranty" and that it was up to me to fight it out with the warranty company. Since there was no gasket exclusion clause in the warranty, finally the warranty company reversed the denial and told me they were texting an approval to the technician.
Several days later I phoned the technician only to discover that, again, no work order had been sent. It is now a month or more since I started on this journey and I'm still fighting and still have torn gaskets. In the meantime, the refrigerator is leaking air and running all the time. The workers at Home Depot are not empowered to deal with these issues so once the sale is made... you're on your own.
Bottom Line... Don't try to save a few bucks buying appliances from the big box stores. Especially not Home Depot. Certainly don't buy extended warranties from them unless you are ready to battle the system on your own. Shop a local dealer that you can go to when there is an problem (and there always is one with appliances!) and handle it face to face.
NEWPORT NEWS, VIRGINIA -- My existing dryer broke on Saturday 04/10/10. My husband and I went to Home Depot in Newport News, VA to purchase a new GE 7.0 Super Capacity Electric Dryer on the same day. We knew exactly what we wanted when we arrived at the store and the ordering process was efficient and quick (we have the matching washer). We were told that we would have the dryer delivered on 04/14/10 which I was happy about since it was only going to be a couple of days without a dryer.
I received a message on 04/12/10 from the Home Depot GE customer service department stating that my dryer was on back order and my new delivery date was 04/27/10 which is 13 days after the initial delivery date. When I called the customer service number back and inquired if they could provide me with any discounts or compensation. They said no and that they could only upgrade my model if there was an upgraded model for that appliance (which there wasn't). She proceeded to tell me that I could return to the store and pick another dryer.
I told her that I may cancel my order and that I was very frustrated that I would have to do without a dryer for 2 weeks and come out of my pocket to pay to use a laundromat. The main point that I explained to her was my biggest issue was that when we placed our order at Home Depot there was no disclosure about the item on back order. She explained to me that the appliances are housed in Maryland and there are only a certain number of each appliance at a certain time and a number of states take from the Maryland warehouse and it is first come first serve.
She also stated that the person at Home Depot who placed my order may not have known that it was on back order. I am surprised at this because it seems as though Home Depot would need to know what was in the warehouse to give consumers the option of still placing the order or not. I stated that I understood that but I would have liked to have been informed of possibly how many GE dryers were at the warehouse and that my order could be back ordered depending the availability at the time of purchase. We may have purchased another dryer or purchased it somewhere else.
It seems the system that Home Depot uses does not reflect the real time numbers at the warehouse. I am highly frustrated and still may cancel my order and purchase somewhere else. All my appliances are GE and I have made many big ticket purchases at Home Depot and am not sure if I will continue to do so because I feel like this is a major oversight by Home Depot.
HALIFAX, KANSAS -- My complaint is in regards to fraudulent representation in advertising, as well as poor customer service. I was in the market to replace a broken built-in dishwasher. On the Home Depot website (Canadian) I found a GE model listed at $298.00 which matched my stainless steel GE Fridge & Stove previously purchased from Home Depot (my first bad experience with Home Depot), however it stated "Available In Store Only". I drove to the Halifax (Lacewood Drive) location and spoke with the sales representative who informed me that this model was not in stock.
I asked if he could order it and was told it was not available but could be ordered online and it would be delivered to me. I returned home, called customer service and explained what had transpired. I supplied the customer service representative with the details (make & model #, etc...) who in turn called the store and spoke with the sales representative and then informed me that there must have been a misunderstanding, that in fact the store could order the unit. She offered to transfer me to the said representative whereby by I was disconnected. Upon calling the store back I was put on hold for 20 minutes and again disconnected.
The following day I called back, was again put on hold for 15 minutes after which the receptionist came back on line to inform me that they were too busy to take my call and that someone would call me back. The following day, having not received a callback, I called again and eventually reached a sales representative who upon being provided with the make and model of the dishwasher quoted me $498.00. When I explained that it was listed on the website for $298.00 (which he looked up and confirmed to be correct) he informed me that he would have to speak with his supervisor and call me back.
When he did call back he informed me that they would not honor that price. When I asked why it was explained to me that that price was for the item only if it was in stock. It should be noted that this is not a promo item, sale item, or limited quantity/no rain checks type item. In fairness it should be noted that in small print it does state that "Price may vary by store". I just believe that a $200 variance is excessive (seems to me to be no different than list pricing a product for a $1 and then charging $197.00 when someone wants to actually buy it). All I can say is if this practice isn't illegal it should be.
SEATTLE, WASHINGTON -- On 11/27/09 saw a "Black Friday" deal for a washer. So went there to purchase it. After the purchase was made via CC was told it would be delivered on 12/5/09. Three/two days later was told item is out of stock and would get it delivered by 01/28/2010. I didn't like that, then received on another call a couple hours later that the actual delivery time will be 02/05/2010. Well being very disappointed I cancelled the order. After cancellation I was instructed to call Home Depot. After calling them and being given runarounds for about an hour just to get a verification I was instructed again to physically go to Home Depot.
When I got there there no one to help me out. I stood in the store like a dummy staring at the ceilings. At this time I am getting irritated. Finally a customer representative approaches. Explained to her of the situation, but she didn't seem to care. I told her I have confirmed the cancellation and I was instructed to come to the store so that to get my money credited back to my account.
As she read the cancellation on her computer screen, guess what she instructs me to call and confirm the cancellation. I told her I did, so she decided to pick up the phone and pretend to be calling them, and then she says "I think they are closed". At this time I'm starting to loose my cool. I told her "Listen, I am tired of your ** and runaround, and she goes "Call me tomorrow at 9 am". She gives me her direct office number. Next day I call her at 9, she puts me on hold for about an hour, and then she hangs up. Then I call again and she says she was busy then she transfers me to another person who had no clue what's going on, he ends up hanging the phone.
Being so frustrated I asked my brother to call. Well he asks her "My brother just called and he was told you guys are busy and you can't refund his money". At that moment she denied everything, and she goes "I'm sorry it wasn't me. What's cc account number". So I gave her the number and she said she will take care of it and credit the account, and instructed to me wait for three days and check the account. Well I will wait for those three days and I will update the outcome.
I have been having the worst experience with these people over the past week simply trying to have my washer delivered that I recently purchased from their online store. I went through the whole purchasing process providing my credit card information and scheduling a delivery date and was informed in an e-mail that I would be contacted the day before delivery and given a time frame. Day before... No phone call so I contact their customer support and I am informed that the order was not processed because they have been having problems with the online ordering of the particular washer that I was trying to buy.
The representative was friendly enough and offered to give me an additional 10% off the price of the washer and that the next available delivery date was 2 days later. I told her that was fine and she assured me that the order would be processed correctly this time. 2 days later here I am with no phone call so I call customer support back again to find out why I have heard nothing and after being on hold forever I am told that "We are sorry sir we have dropped the ball again. Your order was not processed. Would you like to schedule a later date for delivery?"
What??? Two days now I have had to work my job schedule around these people and my order still has not been processed. I was offered a gift certificate this time for which I do appreciate. It is the least they could do for such poor service because now my delivery is scheduled for another 3 days later. IF my order even goes through this time. I was promised that now I will receive a confirmation e-mail that my order is processed and I am still waiting for that e-mail 5 hours later.
I am just hoping these clowns don't charge my credit card multiple times as it has been showing a pending sale on my account page for the past week. Very, very poor customer service. I will never purchase online from Home Depot again.