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Disorganized, poor communication, faulty information, slow granite countertop installation
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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!

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Terrible Customer Service for kitchen countertops and special order Bi-Fold doors
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Not Everyone Is a Thief
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AURORA, COLORADO -- Been doing business with them for years, now for some reason they feel ALL customers are thieves. Each person is checked upon departing and searched. That is unwarranted and I cannot do business with someone that feels their clients are thieves. They may have a problem, well that's not my problem. But the insinuation and inconvenience is my problem. An easy way to fix their problem without inconveniencing their customers is mag strips and more cashiers. I won't shop at Costco or Sam's for the same reason.

One time when I was with a friend at Sam's around the corner I remember waiting in their exit line for twenty minutes. This only took five but still, who's paying me for my time they are taking up. Or is this just their opinion that your time doesn't matter. Doesn't matter that it's 5 minutes of five hours taking your time to search you is an implication you're stealing. A blanket accusation on all customers is just plain wrong.

I also tried to talk to them, and was even more somewhat surprised that they didn't really much care. Including being told very quickly into the conversation, "Sorry you feel that way, have a nice day". Wow?!? So denizens of the net, please don't shop there. That kind of attitude is wrong. Plain and simple. Their competitor is not far up the road and I will be finding myself going there from here forward. Thanks for your time reading this.

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Toro Tractor Lx460
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MERRILVILLE, INDIANA -- Most all the same things happen to my tractor where they claimed they would not fix anything. My tractor is also a LX 460, v deck belt had to be replaced twice year. The day I got the tractor I went to put it in reverse and it shot me across the street in forward, they came and got it and fixed that. Now the rear end is out and the only place you can buy toro trans and parts is Sears. You should replace all these töros that were sold from Home Depot at their cost. Dollar for dollar, you cannot get a better piece of junk, never buy from there again or toro. Don't understand why Toro would put their name on such junk.

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Trying To Keep Installers?
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

INDIANAPOLIS, INDIANA -- We all know the customer isn't always right. Except, when you have lazy, incompetent management trying to get people out of their hair... and they have an installer to blame. Then the customer gets whatever they want. The next time you scream and throw a fit and want your install for free, just remember - even if you say the installers did a great job, they'll still take every dime and then some from the installer to pay you back. Without saying a word - it just comes out of the pay and takes 3 years to fix - if ever.

If they don't ever have to admit they're wrong, they won't. Big box prices with a promised million dollar install, and even when you give it to them some people just won't be happy - I get that. But by the time the messages are passed from 1 middle man to the next, the installer has already been thrown under the bus.

Why aren't there enough installers to get jobs in quickly? Here's a hint - because they don't expect to pay for others' mistakes, and expect to be paid for what they've done. 50 pages of You're a subcontractor, you determine your pay, but I can't get paid for the work I've done? How does that work? How many great installers have you lost because you screwed them over? And the "entitlement" issues at the store - we can treat you however you want, you have to do this job. Good luck.

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Absolutely Dissatisfied
By -

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!

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The Continuing Saga of the Home Depot Nightmare
By -

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!!

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Water Heater Installation Upcharges
By -

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.

  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 $65.00 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.

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Poor Customer Service
By -

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 their 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 their company two weeks ago.

Combined over the past six weeks, we spent over $50,000.00 at their 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 checkout 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 their 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 "€œhuman touch"€ and appreciate human interaction and customer service. I explained to the clerk that I didn'€™t want to use the self-service lanes and asked if someone would be available to check me out. He replied, "€œNo, everyone is busy€."

I then walked over to their customer service counter and asked if they could check me out or find me a clerk that would. I was first directed back to the checkout area but after explaining they didn'€™t have anyone available other than self-service and I didn'€™t 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 that only had one item. I approached again, asked if he could check me out. and he €œsmugly remarked,€" 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, "Nœo, you have to use self-checkout."€

Being totally frustrated at this point I returned to customer service and told that associate that there were still no registers open. His reply, "€œSorry, I cannot help you."€ 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 their store, drove to the Lowe's store one block away, and filled another shopping cart. And there they had humans€ that gladly checked me out. From my experience at their Surprise Home Depot store tonight I doubt if I'€™ll ever return and shop there again as the lack of respect and customer service that their associates afforded to me was dreadful!

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Humiliating Treatment
By -

WILISTON, VERMONT -- I have been a loyal client of Home Depot since 1992. I have spent thousands of dollars in your store fixing six homes, all of them my homes, none for speculation, threw out my lifetime in the United States: a house in Coral Gables, FL, an apartment in Coral Gables, FL, a town house in Hutchinson Island, FL, a row house in Federal Hill Baltimore, MD, a farm house in Berlin, VT, and now a town house in Hindenburg, VT.

I have relied on the expertise of Home Depot for fifteen (15) years every where except in Vermont, where the whole world seems to tick at a different pace. I have had nothing by superb experiences with the knowledge, the willingness to help and the appreciation towards a client spending money in Home Depot that could spend it somewhere else. Obviously, my preference for Home Depot has had been the return policy and the customer service quality, which other competitors either lack or are still catching up with yours.

The following is a recount of an unfortunate incident that took place approximately from 4:00 pm to 5:00 pm at the Home Depot located in Williston, Vermont. I am in the process of fabricating slate-covered plywood panels. Eighteen (18) cuts in total. I arrived at your store with the plans in hand. I asked the man in lumber if he could cut it and if he is accurate. He said he could try. He ruins the first 4€™x8€™ by cutting in 2'€ short in length. He did not double check his cut, I did it. He did not think that marking it in advance with a pencil and using a tape (which he said he did not have one) was necessary.

He cut another one correctly in length but one and a half inch (1-1/2'€) longer that the measure (which he did not mark either). Then his answer is "I cannot be too accurate with this machine." That response was so utterly unintelligent, incoherent and ridiculous that I told him that that I have had most of my cuts done at Home Depot for fifteen years, that the machine was accurate to the thickness of the blade and if he and that if he did not know how to use the machine, he should get someone else who did.

His reaction was to remove his protective eye glasses and whatever other gear he was wearing and tell a second person "You take care of him." The other person, who turned out to be skillful, knowledgeable and could make the cuts accurate to the thickness of the blade, by simply following common practice, apparently was not quite willing to help me either. After five cuts, he asked me how many cuts I needed, I showed him the plans. I told him I was not sure. He told me that the policy was, as written in the board, twelve cuts per customer, I said: "That is fine." I get twelve cuts, pay for it, and come back for the rest. And is such a way I would be a new customer.

In the meantime, there was a woman (the only other client in the entire hour that needed a cut) waiting for a cut. He asked me if he could take care of her, and even though the twelve cuts per customer had not happened yet in my request, I said yes, I am not in a hurry. He performed another cut, and then there was as another customer with a question unrelated to cutting, I said "Take care of him," since I was not in a hurry. While he was gone, I took the time to expedite my request by pre-marking my cuts.

Then he comes back and the first thing that he asked again was "€œHow many cuts do you have," but his tone was as if I was doing something illegal, I was unreasonable in my request and as if he was doing my a favor instead of he doing his job. I lost my temper, and told him that I was sick and tired that he keeps asking the same thing, he said "œAm I not helping you?" Well, not really if he disappear to take care of others and comes back as if I was a pest. He asked me how many cuts and I said I don'™t know, twenty! I guess he did not appreciate that I had taken the time to pre-mark the boards, or that I have waited, or that the previous individual had ruined two cuts.

So, he left and in RETALIATION, he sent, ** a 300 lbs bouncer-three times my size, whose first words coming out of his mouth, in an intimidating manner were, "œWe are not going to make those cuts you want."€ He never said or bother to ask what has happened, or how may I help you? I told him: "You were sent here to get rid of me, because of what you were told." He did not ask how many cuts were actually made or ruined.

He gave me the excuse that your store cannot make cuts less than 12 inches, but failed to tell me that the cuts that I needed could be cut out of 4€™x8€ so that the remaining is always 12'€ or more. He was insolent arrogant and humiliating, unhelpful and abusive. I told him that he can cut any size if he really wanted; he just did not want to do it. So he made one cut to put me in my place. I asked him who the store manager was and he said he was the manager. I told him he was not the manager but he refused to give me your name. I went to the Customer Service Desk and a lady gave me your name, told me that you had gone for the day.

On my way out I came across **. I asked him when you and he would coincide in the store, and he told me he did not know, because you were always in meetings. It appears as if no one in Home Depot knows their manager'™s schedule. Quite a disturbing situation for a store that size! Out of this incident my perception is: your employees are there to shot the breeze. They do not give a damn about the customers. They lack proper technical training, they are reluctant to help. Home Depot relies on the lack of competition in Vermont. You could not care less.

They get a job with home Depot because they cannot do anything else in life. They are there until something better shows up. Your customers are not rich people that can spare the trouble pf building by paying others, you are. The goal is to serve the hard working and diligent people that honestly try to do their best in life. You do not hire a bouncer to intimidate and abuse a customers. Home Depot is not a night club, it is a home supply store.

I do not expect or insinuate that these individuals' jobs are jeopardized for this may be the only thing they are able to do in their life to earn a living, and I know how difficult it is to make it in life, but I expect a written apology from the three of them. If such apology does not happen, I will take this incident to higher levels for abusive and humiliating treatment.

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1.5 out of 5, based on 86 ratings and
460 reviews & complaints.
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Home Depot
2455 Paces Ferry Road Southeast
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