NEW JERSEY -- I worked for a short time at Home Depot at Home Services. It was unlike any other normal retailer. First they held back the 2nd half of the commissions you earned. They required long training sessions and sales meetings which we were not paid for (FLSA VIOLATION). Next they made the customers wait long beyond the original completion date making patrons frustrated. Then they have a policy of not paying money owed to salespeople who leave the company. This company needs to monitored by the Labor Dept.
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.
EDEN PRAIRIE, MINNESOTA -- I am writing to document the dangerous and frustrating experience I had with Home Depot / A-ABC Appliance & Heating / Total Comfort following the installation of a new furnace and air conditioning system in June of 2013. While the installation appeared satisfactory at the time of installation, it wasn't until Oct 20th that I discovered a gas leak left by the installers which caused me to take a more in depth look at the service I received from Home Depot / A-ABC / Total Comfort.
On Oct 21 a service technician arrived from Home Depot / A-ABC / Total Comfort to repair the gas leak. The technician found and documented that the leak was caused by a damaged fitting that had been used by the installer. Gas leak testing by the installer could have easily uncovered the mistake. Apparently there was no gas leak testing. While the problem has been corrected, gas had been escaping into my home for 20 weeks. I requested that Home Depot / A-ABC / Total Comfort refund my installation costs and re-inspect my furnace and air conditioning for any additional mistakes.
Home Depot / A-ABC / Total Comfort refused any adjustment to the installation cost but did agree to re-inspect the furnace/AC. The re-inspection appointment was then cancelled because of a conflict with the technician's schedule. I then scheduled an appointment with another HVAC company for re-inspection. **, my salesman, did reassure me that there would be no charge for replacing the damaged fitting and stopping the gas leak. That work, he reassured me, would be covered under my warranty.
While the gas leak was the most serious and dangerous error made by Home Depot / A-ABC / Total Comfort, there were several other mistakes made that caused significant frustration and hours of follow-up time to correct. Those errors were as follows. The $200 rebate from Rheem (the furnace manufacturer) was temporarily lost in the mail because Home Depot / A-ABC…/ Total Comfort had given Rheem the wrong address (wrong zip code). Follow up work by the mailman and post office did result in the rebate check being delivered.
A $300 rebate from Center Point Energy and a $450 rebate from Xcel Energy also listed an incorrect house address on the application form but were eventually delivered to my home. A fourth rebate ($100 also from Xcel Energy) had the incorrect address on the application and never did arrive at my home. According to Mr. ** this was the fault of Xcel Energy because they “lost” the rebate application. Once this rebate was resubmitted I did receive the $100 approximately 3 months after furnace installation.
While reviewing the rebate paperwork I did notice that my address and zip code, while incorrectly written on every rebate application, was correctly written on the A-ABC / Total Comfort invoice and Home Depot invoice. When going through the furnace installation documentation in October, I found a letter from Home Depot / A-ABC / Total Comfort explaining that the customer, not the contractor, was responsible for arranging final code inspection for the furnace/ AC installation.
While discussing the inspection process with the city, I discovered that the appropriate permits were never pulled for my job by Home Depot / A-ABC / Total Comfort. Apparently an electrical permit was pulled but a mechanical permit was not pulled. When I mentioned this to Mr. ** he looked into the issue and told me that it was the city's error. In an unlikely coincidence, the city told the contractor that a mechanical permit was not required for installing a furnace and the contractor apparently agreed and (at least temporarily) saved the $186 permit fee.
In conclusion, I must say that had I been a less observant customer, I would be living with a gas leak approximately 18 inches away from the furnace flame, I would not have received $300 in rebates, I would not have had my furnace installation inspected by the city and the appropriate permits would never have been pulled.
My hope is that this information will lead to a review of the technical, financial and administrative competence of Home Depot /A-ABC Appliance & Heating / Total Comfort and that it will serve as a wake up call to as many current and future Home Depot / A-ABC Appliance &Heating / Total Comfort customer's as I can inform.
CORTLANDT MANOR, NEW YORK -- In May I signed a contract with Home Depot for new siding. The sales agent, Greg, promised that the installation would be done by the end of June. In July Home Depot informed me that my product would be delivered soon. On July 29th a contractor team was dropped off in a white van. No one had any badges and there was no manager on site. They started to destroy my wood shutters. I tried to tell them I was keeping them in both English and Spanish. I got no reply. One of the guys cut himself and threw bloody tissues and bandages all over my driveway. I did not notice this until they had left.
My two-year-old son and dog picked up the bandages. My two-year-old son had blood on his hands. The men also piled my shutters and other debris on top of my newly planted rose bushes (that I had purchased from Home Depot). The second day different men came and one went and peed in my neighbor's yard near his five-year-old daughter's window. My neighbor called me and I went outside and yelled at the guy. The men continued to dispose of my shutters even after my installation manager "Doug" told them not to. Doug called them off the job but they still stayed until I called ** four times.
Then a new team showed up the next day. These were professional people that cleaned up after themselves and did not pee on my neighbor's property. However, they ran out of material and more material had to be ordered. Doug told me that the job would be complete in between 3 and 5 days. The contractors told me ten days. So I thought about 10 days would be about right. On day 11 I begin to call Doug to ask him what the holdup is and he does not take my calls. I had a tree scheduled to be taken down and the debris left on my lawn (damaging my lawn) was in the way of the removal.
The company I was getting the tree removed by is on my street and told me that they could not take the tree down with that debris there. The debris sat there from July 29th to August 11th. It killed the grass that I bought from Home Depot and planted there because it is hard to grow grass on my lawn. Now I have to do that again. Doug finally agreed to have the debris removed and actually ended up doing it himself. However, it has now been more than ten day or even 14 days. I keep calling Doug to see what the problem is but he avoids my phone calls, hangs up when he knows it's me, forces me to call from different numbers, and generally ignores the situation.
Home Depot then gives me the number of Terry, another installation manager. Terry is great with customer service and calling people back but the only answer he can give me is "I have to ask Doug" or "I don't schedule Doug's teams." This becomes very annoying as he has no answers for me. Again I call the 1-800 number for help and they try to call Doug and get no response. I call the 1-800 number five times and get nowhere. In the meantime water started coming into a window that water had never came in before, staining my wall and damaging my floor. (I have been told by Terry that an insurance claim would have to be opened up by Doug who does not take my phone calls.)
The men come over to work 19 days later but don't have enough material to finish the job. They do stop the leak that was caused by an open J Channel and incomplete siding around the window (according to the contractor on site). I am then told they have to order white siding to wrap the porch. I then call Home Depot stores in the area and ask them if they have this in stock. Every store has this item in stock. I am not confused because I was told by Doug and Terry that this has to be ordered. When I told that to Terry he did admit the item was in stock.
I call the 1-800 number again for help and this time the agent laughs at me for being so upset and tells me to calm down. I hang up with her and call the 1-800 number back to report the agent. The manager is very nice and tells me she will get me in contact with John **. She also promises to call me back and follow up with me. She does not follow up with me and I am unsure if she ever got a hold of this John **. It is August 22nd and my job is still incomplete but my credit card was charged the entire price of the job on August 4th. I am promised the men will come back and finish on Friday but am always promised they will be here on Friday every week.
I believe that this is because it's the end of the week and I can't start complaining again until Monday. I would never hire Home Depot to do anything again. They promised the job would be done by the end of June. It's the end of August and the job is still not done. I am having Lowe's install my gutters even though the nearest one is across the Tappan Zee Bridge. I am very disappointed by Home Depot.
KINGMAN -- On 3/17/13, I returned some plants to the Kingman, AZ Home Depot store. The refund was issued as FOUR OLD “STORE CREDIT” cards (no pin). At the time of the issuance, I was not aware there was more than one type of “store credit” card. I attempted to make a purchase online using the “store credit” cards and a manufacturer's coupon. I attempted FIFTEEN times and continually got the same error message “there is something wrong with this order”.
I finally called customer service and spoke with David who also had the same problem. He even called the store and the store told him they are the ones who told David that I had been issued the OLD TYPE of “store credit” cards and I would need to return to the store and get a new type card. I returned to the store on 3/18/13 and a customer service representative exchanged the FOUR old “store credit” cards and combined them into ONE NEW “store credit” card with a pin number. The CS representative then proceeded to place my order (**), then she said she had to call another number to get my manufacturer's coupon applied.
She was left holding for 20 minutes and became extremely busy answering the phones, helping other customers and cashiers who needed her assistance. All of this happened AFTER I was at the counter. She then told me it would be another 45 minutes of her holding (I heard her tell the person at the 800# that I could wait no longer and she hung up)… Then the CS representative told me I could come back when they were not so busy or I could call myself from home.
I opted to call from home because I am disabled and was sitting in a riding cart because someone had permanently removed the lower counters & chairs in the store, no longer making the customer service counter handicap accessible! At approximately 5:30 pm, I called the number to get the discount applied. I advised the online representative that I needed to get the manufacturer's coupon applied to my order and my address was missing the N/S/E/W direction. She wound up cancelling my original order and trying to redo the order with the correct information.
Jeanette also called the store to see if they could help her, the store said they could not. When my order was cancelled, it deducted the amount of the purchase from my “store credit” and the transaction could not be processed. I got off the phone with Jeanette at 7 PM yet I had received an email stating no funds were charged to my form of payment. Jeanette tried again to place the order but it could not be done as the funds had not yet been returned to my “store credit” card. I was told by the online representative the funds should be back on the card on 3/21/13.
I checked on 3/21/13, the funds were returned and I called and placed my order (Conf # **) again, finally without a hitch. I have spent three days and six hours on the phone trying to place this order. I have been offered a $20 e-certificate and a $10 store certificate from Coral (via Jeanette's conversation with her on the phone) but have not yet received or picked up either. I feel The Home Depot has some serious issues to address.
Stop issuing the OLD “store credit” cards without pin numbers. Help customers COMPLETELY through a transaction and not take one another customer until you are done with one. Credit back immediately to “store credit” cards once a purchase is cancelled. More help is needed in store when Customer Service counter gets overloaded. Return a portion of the Customer Service counter in the store to be handicap accessible. You have parking, riding carts, and bathrooms that are handicap accessible, why not a customer service counter?
I would like to have a response to this letter... specifically to the five concerns.
On 3/22/13, I received the following email, "I am emailing you in regards to the experience that you had in the Home Depot store.I am terribly sorry for this inconvenience. I have reached out to the management team of the Kingman Home Depot store and they will contact you in 24-48 hours to further assist with this matter. I will follow up with you no later than March 28 to confirm that you have been assisted by the store. Your Home Depot Reference number is **. Again, please accept our apologies for the inconvenience this has caused."
On 3/23/13, I received a phone call from the Kingman Home Depot store apologizing for the things that happened in the store and advising me the OLD "store credit" cards have been removed. Staff has been advised to call for more CS people to help when it gets too busy and the CS counter is in the process of being revamped to be handicap accessible. I was also offered a "discount" at my next in store purchase.
FRESNO, CALIFORNIA -- I have a Home Depot card. I've had it for ten years. Never missed a payment, never late. I go to buy something with my card, and it says ask for assistance on the self checkout line. I was treated like garbage, they called someone and the people on the phone wanted them to verify my driver's license. They did that, then they wanted to talk to me. They said I have not updated my account profile and they needed to verify my cell phone number. I made that profile 10 years ago, I had no idea what the cell phone number was, so she tells me to give the phone back to the salesperson. Then they want to know if I have a debit card. I asked why they wanted to know that, no answer.
I get my debit card out and she verified once again it was my card. She told the person on the phone that it was a Visa logo on the card. Then they finally let my card go through. I have never been so humiliated in my life. When I got home I called Home Depot customer service and got this stuck up hag from Tennessee. I was furious and yelling at her and all she kept saying to me was she was not going to talk to me if I kept yelling at her. She threatened me if I didn't stop I was going to be listening to air, meaning she was going to hang up.
I finally got fed up with her snotty arrogant I-don't-really-give-a-crap attitude and I will admit I called her a very nasty name and hung up on her. Home Depot better get their customer service personnel in line. I still felt like I was being treated like garbage when I did nothing wrong. As far as I'm concerned they have lost my business.
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.
MARYLAND -- Ordered vinyl flooring from Home Depot online. Estes called to confirm date and time that it was going to be delivered. Estes made it perfectly clear that if no one was home to take the order, we would be charged to reschedule delivery. They never came in the time frame that they stated. I was home ALL DAY.
I called Estes a 1/2 hour before the end of the time frame to see what the problem was and the person who answered the phone was laughing as she answered and said that all the dispatchers were gone for the day, and she could not tell me anything about my order as to whether the driver was on his way or not. This was on a Friday. The following Monday my husband called Estes and the person who answered said that the driver had attempted delivery on Friday - this was a lie. Estes did not attempt to make a delivery, they never showed up and then they lied about it.
They rescheduled the delivery for the following Wednesday. The driver was totally unprofessional...I asked him to please put the vinyl in the garage because it was raining, he refused to do this because he said it was too heavy. He was rude and told me that I was lucky to have him place it where he did, which was just a few feet from the back of the truck.
Why are they delivering things that cannot be delivered properly? I hesitate to EVER order anything from Home Depot again if they continue to Estes as a delivery company. Also when my husband called to find out why Estes did not deliver on the first date, they could not find our order - very frustrating. Estes had no clue that there was merchandise that had not been delivered on the previous Friday.
ATLANTA, GEORGIA -- I will never purchase another thing from Home Depot. The first item we purchased was a John Deere Lawn Mower. It was delivered missing critical parts. Home Depot is happy to act as a middle man. They are happy to take your money but they do not stand behind what they sell. If something goes wrong you have to call the manufacturer directly, even if you get an extended warranty. Now the wheel housing is cracked and Home Depot has done nothing to help us.
Two days ago we bought a refrigerator that cost $1000.00. We heard nothing from Home Depot regarding delivery of the appliance in spite of the immediate removal of funds through our bank account. My husband had to call to get a delivery date. In spite of all the information he entered into the existing account, they didn't even have his phone number.
I waited all day long for their promise of a call 30 minutes prior to delivery which never came. There was someone at the house the entire day. We have a dog that was kept downstairs out of the way of the front door and out of the path of delivery. My dog barks if someone next door starts their car. The dog never barked. No one called. No one attempted to even come to the door. We would not even have had time to empty out the old refrigerator as a courtesy to them. They said they came by at 3:45 pm. Well, they never called.
They didn't even have the correct number in spite of it being provided to them online and over the phone personally to the representatives at the 1-800-455-3869 repeatedly. They never came by... never knocked on the door... Someone was here the entire day. They tell you via the aforementioned number (customer disservice) that you have no control or say so as to when they will deliver the appliance. THEY TELL YOU WHEN THEY CAN DELIVER IT AND EXPECT YOU TO PUT YOUR LIFE ON HOLD FOR IT!
Particularly unhelpful and downright rude were Michelle (Employee #**) and her supervisor, Viviane (Employee #**) who don't listen, make you repeat everything twice, treat you as though you are the one who is wrong and stupid in having to do so, and then telling you there is absolutely NOTHING they can do to help you... that YOU have to call back "tomorrow" because even though they wasted an entire day and all my time up to 6:45 pm (the delivery period was supposed to be 2:45 pm to 6:45 pm and they were to call 30 minutes prior), it was 7:01 pm when I called and the "HD Department is closed for the day."
Is anybody there actually accountable??? Does anybody have the power to do anything for the customer??? No!!! I am cancelling the purchase tomorrow because I'm told I have to wait an additional seven days for what doesn't even constitute an ATTEMPT to deliver anything.
MADISON, TENNESSEE -- Needed a large trench digger for a few hours. My elderly parents needed to have their water lines replaced from the meter to their house. They had a plumber at their house ready to do the work. Since I have the vehicle w/ a tow hitch I had to deliver the machine. I dropped off the machine and went to run some errands. I get a call within 30 minutes stating that the chain/teeth on the digger wasn't spinning once engaged.
I immediately went to Home Depot to discuss with manager to see what options we had instead of putting it back on the trailer, securing it, and bringing it back. I am then told that Home Depot does not own their equipment, it is contracted out. They called the gentleman who owns or operates the business that services the equipment. I get him to show up to the house to service the equipment over 2 hrs later, and after an hr of making adjustments we are told the machine doesn't work properly and needs to be returned.
I could not be available to pick-up / return the machinery the next day and I'm the only one that can deliver the equipment. The serviceman says he would meet my parents at a different Home Depot early the following morning and deliver and return the unit when finished since he felt bad the machine didn't work. After an extremely aggravating and non-productive day, I return the machine to Home Depot, there was no charge (as should be) and Home Depot only said "sorry". They never offered a discount on a rental of a different unit.
The following morning my parents woke early and go to a Home Depot that is farther away to meet the serviceman for Home Depot's equipment where he said he would meet them and deliver and return the machine. After waiting over an hour and many phone calls, the serviceman never showed, called, nor answered his phone. My parents are left without water for the 3rd day. I have owned a few business, and I know for a fact, if I had people representing me in this manner and poor customer service on both ends of Home Depot and their servicemen, I would not expect to be in business very long.
This was just an EXTREMELY horrible experience. Home Depot's part and whoever owns the equipment. They should test each unit when returned for proper function before letting it leave the lot. This was on a trailer, definitely not a "throw in the back seat type of rental". I will not be renting anything from them again. Also, there was a lot more to this, but it is somewhat abridged. Hope this helps.