VALLEJO, CALIFORNIA -- The Home Depot customer service in Vallejo is appalling. I stopped there and was looking for a specific type of bolting. An employee walked by, who worked in that area, and I asked him if he had the specific bolting I was looking for as it is somewhat unusual. He kept walking and said "yep". I asked him if he could show me as I had been looking for about 5 minutes and he said if I looked hard enough I could find it myself and, he continued to walk away. In all fairness, another clerk came by soon after and saw me looking. He asked me if I needed help and I replied yes, and he attempted to help though he wasn't from that department (yes I did find them eventually.
I have been in the store three times total. Each time I have had problems with their customer service. It is so unusual for Home Depot, as other Home Depot stores do not treat their customers like this. I will NEVER shop at Vallejo Home Depot again, and, I know, they probably don't care.
I've wanted to fix up my kitchen ever since I moved in my house, so when a sales representative at Home Depot approached me about kitchen refacing I decided to give it a shot. I figured a large corporation like that would do a good job, I might just have to pay a little more. WRONG. I have a small kitchen, so the quote seemed reasonable enough. I was having the cabinets, drawers, countertop and sink replaced. The salesman explained that I would be responsible for reattaching the garbage disposal because the contractors aren't licensed plumbers, but he made it sound easy enough (though I was still a little tentative about that part). Everything else would be taken care of!
Well, the contractor finished up and everything looked OK except the faucet wasn't installed on the sink. I figured I knew someone to help me with that, so I let it go. Turns out, the sink wasn't even attached to the countertop. None of the parts of the sink were together, and the pieces to put it back together weren't even all there...I think some got carted away with the old sink. So now, after having no sink for 3 days, I have to wait another 4 days..HOLIDAY WEEKEND :(... to see if someone will rectify this situation or to try to do it myself. So much for only having to reattach the garbage disposal. When I spoke to customer service, he went on & on about them not being licensed plumbers, no matter what I told him the salesman said. And he was not very concerned with my complaints... I think he just called for the "thumbs up, all's good", not to actually make sure I got my money's worth.
Well then I look at the cabinets. The knobs are on all crooked. The knobs on adjacent cabinet doors are off by 2 millimeters in some places, which doesn't sound like a lot but is HIGHLY noticeable. Then there's the molding they tore off and replaced. They replaced the molding with a much smaller piece so that the holes and discoloration from the old piece are now visible. Then I go to use some of the kitchen equipment. The exhaust fan/light above the stove that he took down no longer works!!! The small light above my sink doesn't work!!! What did he do??? I can't figure it out. So now, I'm supposed to call a plumber and an electrician to fix problems that didn't exist before Home Depot came into my home? MORE MONEY??? I'm a single mom who can do minor projects around the house myself, but fixing these issues is beyond me. Plus there's dust everywhere & chips out of the paint. Good thing I didn't repaint the kitchen before all this happened or I'd be even more furious.
When you do a job, do it right, and don't create extra problems. Don't give the customer anything that would be unacceptable for yourself. That's my view in my line of work. Apparently it isn't Home Depot's. It's the holiday weekend, so I'm still waiting to see how my complaints will be resolved, but I'm not optimistic at all....I will not be returning to this store for ANYTHING. Nails, screws, plants...NOTHING. I should have saved up the money to have a professional completely redo the kitchen. I will NEVER waste money on refacing again. Honestly, it doesn't even look all that good.
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 Scottole on Monday April 5th and discussed the issue I had with Joseph Mcaqs 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 Scottole 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 Giuliani's list of qualified attributes for store manager. To date I was bullied around by Joseph Mcaqs, 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 Lowes and purchased the same pavers without the 25% discount for $5.00 less. The folks at Lowes 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 Lowes and learn from them was 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 loose business.
HELL WILL FREEZE OVER BEFORE I EVER GO BACK INTO A HOME DEPOT STORE!!
PEARLAND, TEXAS -- My husband and I decided to make some improvements on our master bath. We shopped HomeDepot and the lady in Kitchen and Bath Remodel was very nice... a little too focused on finding the cheap way out, but nice. We ordered our items and that's when it began. HomeDepot will only sell the granite and installation service together. You have to use their installation service. Fair enough, we thought. But the installation was a nightmare. We were told that after the measuring we would need to go to their facility to choose the piece of granite we wanted. That helps you get more of the color pattern you want since every piece is different. When the guy came to measure the vanity, we were informed that that privilege was for people who purchased 20 feet or more. We only needed about 6 feet. The day of the installation finally came, the cutting took place on my front lawn and the workers left chunks of the product and shards all over the yard. The guys banged up my freshly painted walls on both sides. The holes bored for the faucets were too small. They said they only do them one size; standard. These were the “professionals” that did not come cheap. The job looks unfinished. It looks more commercial than residential. The horizontal edge is beveled but not the backsplash side walls that face front. They're just there with the cut edge exposed.
The piece of granite chosen for us does not have the amount of gold inflections that was represented in the sample piece so none of our accessories look good with the countertop. I could have gotten a better installation service from the day workers on the side of the road. The next problem was with Home Depot's delivery service. I think they must really have some unhappy employees in that department and they are beating up the merchandise or trying to destroy the company from the inside out (LOL). Everything we ordered came in damaged. Our bathtub, vanity, one of the mirrors; all damaged. Every time we had to reorder something, our project was delayed. We went to pick up our re-ordered bathtub after receiving a call that the replacement was in.
When we got it home, we found it was not the bathtub; it was the damaged vanity we had taken back the week before. We finally gave up and just kept the damaged vanity. My sister is having major problems with a kitchen cabinet installation. I don't know if Lowes is any better, but we ended up getting our bath tub from them without incident. It seems Lowes is more for the homeowner. Even the look and feel of the store is different. Knowing what I know now, I WILL NEVER GO TO HOME DEPOT AGAIN.
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 sales person 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 thinks from a book such as back splash and in the end we were give 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 what ever they have to get the lead even if itÃ¢s 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 Deer 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 #7582) and her supervisor, Viviane (Employee #1468) 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.
NEW ROCHELLE, NEW YORK -- Dear sir or Madam, please fix the extremely poor customer service at your New Rochelle NY store. I have consistently encountered DMV like service in this store for several years now (And I was going there often). Never ever have I seen such extremely bad bad attitudes and unwillingness to help in any store. I seems as if it's a store policy help customers as little as possible. Simply do a Google search for poor service at New Rochelle Home depot. And you will find story after story of people complaining about the really bad customer service coming out of this 1 Home Depot Store. Based on my search this store clearly has a top national ranking for the worst customer service. I have ever read some stories about management taking steps to address these customer service issues going back to 2009 (so obviously you know there is a serious problem with this store, and what ever you tried to do did not work).
Example: About a month ago I ask a clerk for help in the lumber dept. He starts to answer me and in mid sentence he gets a text message on his personal. The clueless clerk proceeds to have me stand right in front of him while he takes 4 minutes to send a volley of text message. No excuse me, no nothing. This experience got way worse bust too much to write about here.
Example: Today I wanted to buy some refurbished/reconditioned equipment that they had lined up in front of the store. However all of the equipment was strung together with a wire lock. I go inside and ask if I can purchase the equipment. It take literally 30 min for them to locate someone with the key to unlock the stuff. When we got to do the unlock, the clerk and I also pickup an escort from the store manager. She proceeds to tell me in a negative tone "you know there are parts missing write", "Oh.... Can you tell me what parts are missing". She does not know and couldn't care less. Do you know if the stuff works then. "No... that's why were selling them". me: "Well they do say reconditioned on them". her: "That means there used". I proceed to explain to her the definition of re-conditioned.This banter continued for about five minutes. Finally I just said never mind this is too complicated and I walked away. Here tone in this whole thing was as if she was annoyed, and bothered by my interest in the equipment (this was the manager). If its OK for her to act this way, what do you think is permissible underneath her.
This is clearly a management issues as it is store wide. The nearest Lowe's is a good 45min ride from this store. I'm a new Loyal LOWE'S customer.