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!!!
SUGAR LAND, TEXAS -- Ordered an item online on 25th May 2017. Item never received by the store. Visited store, wasted time waiting in lines, called HD on the 10th of June again to find out, the item could not be traced. Bottom line, no trace of item, no communication to the customer. After two weeks of wait, they offered to reorder. No regrets or consideration for customer's time and its value. Their system should have picked it up. That items is not shipped and they should have kept the customer apprised. Wrote review on their website which they rejected to publish as it will expose their quality of customer service. Will never buy online again.
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.
RICHMOND, CALIFORNIA -- I am so exhausted from all the frustrating details. At this point all I have the energy to say is - it seems like I'm their first customer and they are learning as they go on my job. It is far from finished at this point, it's been a month, and I've had to spend so much time trying to get this job done... It is just ridiculous!
Overall - terrible explanations, communication, planning and organizing between the different companies they subcontract with, Home Depot, and me, wrong information given to me which sent me on a wild goose chase for a sink that would not fit... and on and on... and very slow progression of this job that was suppose to take 3 weeks. I can't book anything on my days off because I am keeping them open for the next step of this project which requires me free during the day... and it has gone on way too long!
NATOMAS SACRAMENTO, CALIFORNIA -- Home Depot countertop was not trimmed properly to allow the refrigerator to slide in the 36" space. After several phone calls and trips to the Natomas store, tagged the installers to correct the problem, still NO response after 6 weeks!! I had to pay someone to fix the problem.
Similar problem with special order 8' Bi-Fold doors that were too narrow even though the HD salesperson checked with Masonite factory before ordering. Masonite regional representative promised to correct the problem but no response 3 months later despite several telephone calls to HD and the supplier - Masonite. Don't do business with the Natomas store! Customer service does not exist!
WAITE PARK, MINNESOTA -- We recently purchased a special order, $6000 fence, through Home Depot and were told we would receive it in 7-14 days. My husband is in the military and took time off work, after that projected 14th day, for a week and a half, to be here, along with several friends, to install the fence. After waiting over 2 weeks we called Home Depot to ask about our fence and found out that they over charged us and cancelled the order, then put in a new order. After putting in that new order Home Depot failed to tell us that the company who makes the product was completely out and all of our order was on back-order.
They also failed to tell us that they knew this company only produced this fence 1x/month, causing problems because the second order was placed late. After 5 weeks we finally received the product. We received a phone call in the morning stating that someone had to call them back to OK the delivery of our order, which no one did as I was at work and they only called my cell phone. Come to find out, when I got home, they delivered it anyway. Because my husband is in the military and could not take any more leave, we then had to call a contractor for another $3000 minimum to install this fence.
After several phone calls and complaints the store decided they could give us approx $500 to help us out. Yeah right! That's not even helping. So the contractor showed up to install the fence, only to find out that the people at Home Depot have no clue what they are doing and didn't even order everything we needed. When I walked into the store 6 weeks prior and said "I have this fence plan, here is the layout, please tell me what I need and I'll give you the money." I expected that they knew a heck of a lot more than I did and would be able to get the order right.
So we had no end posts and no corner posts. This caused our contractor to have to get his own posts and router out the holes to make them match our current order. Then, after getting all the posts concreted in, we now realize we are short 3 panels because Home Depot said we could cut the panels to fit, only that isn't what you do at all. So we actually need a panel for each section, whether the section is 6 feet or not. On top of that, the dimensions were wrong that Home Depot advertised for the product and the contractor had to redig the holes that we previously dug, with the intent of installing it a lot sooner.
So now the panels will go up but we will have an 18 foot section with no panels. And now we have to re-order 3 more panels and Home Depot can't guarantee that they can get the product to us any sooner than the 1st time. Meaning our dogs will continue to remain chained up when outside and we still can't enjoy our back yard. I am absolutely disgusted with Home Depot and I have and will continue to tell everyone I meet why they should NEVER go to Home Depot!
The Nightmare at the Corona Home Depot continues. The final chapter with the Corona Home Depot Store #6665. Well, I called the Store Manager Giuliana ** on Monday April 5th and discussed the issue I had with Joseph ** and she assured me she was going to deal with him (but after what happen over the past two days I am sure that was lip service too). I expressed my concern over the way I was treated in the store and she assured me that if I wanted to purchase the merchandise I had originally planned on purchasing she would personally help me and offered me a 25% discount. I agreed to her offer.
I went into the store at noon on Friday April 9th. We reviewed the materials I wanted in the supplier catalog, provided by Home Depot, which were cement pavers that came in multiple colors. I wanted the Terracotta and Sandstone. She had her employee in the Job Desk (which you would think they knew what they were doing, later I learned she couldn't recognize a piece of wood in a lumber yard) Paula work with me - yup - so much for the personal help.
She shoved the responsibility off to a person that was as incompetent as they come. She called the supplier to see if they were in stock and when could I get them. During the conversation I interrupted her at least 7-9 times to ask the supplier if they the two color pavers were the exact same size. Each time she came back and said yes.
Giuliana ** then asked me if I had her blackberry number from the previous conversation. I confirmed I did. She told me at least 4 times during our conversation quote- "I have my Blackberry with me at ALL TIMES, call me if you have problems." I paid the Corona Home Depot #6665 $988.21 for the pavers, pallet deposit and delivery. We confirmed that delivery date of April 19th in the morning.
Sat afternoon at approx 1:30 PM I received a call from Paula, the incompetent employee at the Job Desk that took the order and she informed me the supplier called her and told her the two pavers were totally different sizes - not even close to what they advertised in the catalog Home Depot provide their customers. I asked her to call Giuliana and have her call me. At 2:02 PM on April 11, 2010, I also called Giuliana on her Blackberry (Please refer to the previous quote from Giuliana about her having her Blackberry on her all the time.).
Well I left her the information I was given and told her if I did not hear from her by 3:00 PM I was going to cancel the order and get my money back. I did not hear from her by 3 PM nor did I hear from her at all on that Sat. I went back the store #6665 and had them credit my credit card the full amount of the transaction. The jest here is Giuliana LIED to me. So obviously integrity and honesty was not at the top of Giuliana's list of qualified attributes for store manager.
To date I was bullied around by Joseph ** because he thought he was the manager for the day he was immune from providing customer service. Then I wasted over an hour of my time dealing with a lying store manager and an extremely incompetent store employee (Paula) who totally screwed the entire order up. Giuliana did eventually call me on Sunday morning trying to justify her lying screw up. I listened to her trying to justify all of the errors and screw ups by her and her employees. I finally got tired of listening to her and just hung up.
I drove to Lowe's and purchased the same pavers without the 25% discount for $5.00 less. The folks at Lowe's were professional, they knew exactly what they were selling, and they were able to complete the entire transaction in less than 30 minutes.
Home Depot - you need to study Lowe's and learn from them what customer service and professionalism is.
I guess Home Depot is big enough to employee people like Giuliana, Paula and Joseph in order to continually run customers off and continually lose business. HELL WILL FREEZE OVER BEFORE I EVER GO BACK INTO A HOME DEPOT STORE!!
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 of $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.
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 $65.00 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 everything 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. 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. 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. 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 ripoff! A markup of 500% on 3 piddly parts.
I called the store manager on Monday 7/20, and he seemed to agree with my plight of overcharges 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 anymore. 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 reattachment 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 markups 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 meantime, I will go to every source available on the Internet to publicize this overcharge, call local TV stations and media to investigate HD of these hidden surprise upcharges and bring this business practice into compliance. I did not realize that you could make $350 per hour installing water heaters... Maybe 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.
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.