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.
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 "human 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, "No, 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 smugly 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, "No, 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, "Sorry, 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!
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 4x8 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 "How 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 "Am 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, "We 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 4x8 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.
JACKSON, MISSISSIPPI -- I recently had a very poor experience with Home Depot in Jackson, MS. I have always done business with Home Depot due to being a stockholder in the company. I always felt that if I were going to buy a product for my home, I should buy it from a company I have invested interest in. I recently went to Home Depot to buy 20 bales of pine straw. They were unfortunately out, I did the unthinkable, I went to the local Lowe's store and to my chagrin, I bought 20 bales of pine straw for $1.70 cheaper per bale. I was happy with the savings and was surprised with the quality of service I received. It was very good!
I placed the quality bales in my yard for the weekend and was pleased with my purchase. The next weekend I went to Home Depot, remember I am a stock holder, to purchase more pine straw. I, of course, priced shopped and made it very clear to the manager, Rose, that his pine straw was $1.70 more per bale. He assured me that Home Depot's pine straw was a higher quality and was much larger, twice the size he claimed. I bought only 10 since I trusted the manager as he was very confident that Home Depot's was much better for the money. I asked him if he would price match if Home Depot's quality was not the same and he advised that he would.
I picked up my 10 bales and the quality was horrible. They were actually smaller and appeared that they were last year's straw. It was the worst looking straw that I have ever seen. I called the manager on the phone and advised him that his straw was not the same quality as Lowe's and I wanted him to match their price. He immediately became defensive and said that they have done their research and they would not price match? I could not believe my ears since the previous weekend, I purchased pine straw from Lowe's and knew their quality.
I advised that I had my own business and when a customer brought a complaint to me I handled it with a serving heart. He advised, "Since you are a business man, you should know that it is about the bottom dollar and making the company profitable". I replied back that in my business the customer is always right and it is my job to make sure that I carry out the best customer service I can to meet the customer needs. I asked him if he had personally looked at Lowe's pine straw and he advised that he hadn't but assured me that the quality was not the same and one of his guys could vouch for it.
He advised that I could drive across town and pay my $3.00 a gallon and bring it back to him and may look at it and may give me the difference. This was stated with extreme sarcasm. As a consumer, you expect a level of professionalism when dealing with a manager. You do not expect a sarcastic comment about $3.00 gas. You expect that the company you have done business with for years would come through for you and at least hear your concerns and not mock them. With managers/leaders like Rose who care only about the "bottom line" it remains clear to me why Home Depot is struggling as a company.
If your managers will not serve don't expect your employees to serve. I will think twice before going into another Home Depot and my new store of choice is Lowe's. I still own my stock in Home Depot and am considering selling all of my stock and purchasing Lowe's stock. Disgruntled customer.
JERICHO, NEW YORK -- I will NEVER buy another item at ANY Home Depot ever again. What a horrible excuse for a company. I saved $20,000 to have my kitchen completely renovated by Home Depot in Jericho, N.Y. and their so-called "Authorized Contractors".
I signed a contract with Home Depot in November of 2006. For MONTHS, I kept running back home from work to supervise deliveries and pick-ups of the kitchen cabinets that kept arriving completely damaged. This went on for months and there were at least five deliveries! I was told I had to pay for an upgrade for more expensive, more "sturdier" cabinets. They forced me to buy more expensive cabinets, which I didn't want or need. This went on for months and at the end of April, I decided to cancel everything. I had returned their cabinets and request my full refund of more than $18,000. More about that later.
The Home Depot contractor tells me I just HAD to have my kitchen floors ripped up BEFORE the cabinets were to be installed and have a new floor installed, which he charged me thousands of dollars to do. A flooring professional came to my home and told me all I needed was a "floating floor" to place over the existing floor, and that would only cost me around $500.
After Home Depot received all the cabinets, I again called the store to check up on my refund. They REFUSED A FULL REFUND! They claimed that because I signed a contract, I had to pay them a 30% restocking fee! I was outraged and explained to the assistant store manager that in no way was I going to pay them anything, this was a breach of contract on their part because it's now April of 2007 (signed contract back in Nov. 2006!!) and in fact, they owe me for all the missing time I had to take off from work to supervise all these deliveries and pick-ups of their damaged cabinets.
They refused that offer, but at the end of our 40-minute phone conversation, the asst. store manager assured me he would be refunded the ENTIRE AMOUNT of my kitchen project, which totaled more than $18,000. It's now late May, several weeks after I was a promised a full refund. I just received my Home Depot statement and the full amount of the project is STILL on my bill!
I again called the Jericho Home Depot store, and they now tell me that I will not be refunded the entire amount and owe them over $700 for permits that had been filed to begin my renovations. I told them this was fraud! The asst. store manager PROMISED ME A FULL REFUND and I have this conversation on tape.
Regardless what happen next, I will never purchase anything from ANY Home Depot store and have told everyone I know to support my boycott of such a fraudulent company. This should not happen to any customer and I hope they continue to suffer financially for what they have put people like me through.
SEATTLE, WASHINGTON -- We walked into Home Depot knowing exactly what we wanted. We pointed at the GE Profile Harmony washer and dryer and said, "We'll take it." The guy rang it up and told us we had to finish the transaction at customer service. Before we left we told the salesmen to please make sure the paperwork comes up in our name. Home Depot takes great pride in demanding all your personal information and keeping it in their systems. We got up to customer service and sure enough the receipt was not in our name. Same last name, but some other person's first name. They tried to tell us it didn't matter.
We told them if we wanted to get our tax rebate for buying an energy star appliance it needed to be in our name. Back to the appliance section we went. The sales girl rang it up (the original salesman has gone immediately off shift after our purchase). We back up to customer service and none of the price discounts has been included. This meant yet another trip to get it corrected.
We were supposed to have our washer and dryer delivered the first time 2/24/07. The delivery and installation were not going to be easy. They had to be brought in the back of the house, down some stairs to the basement and squeezed into the laundry room. But hey, Home Depot didn't specify any delivery parameters. The delivery guy shows up and tells us our site isn't ready. The plugin is not correct and the plumbing will have to change because the washer machine is so much more powerful (LIE #1), we won't be able to let the washer machine drain into the utility sink, it's much too powerful. That's what he told us.
He suggested we refuse delivery to keep our options open. Because if we refuse delivery Home Depot has to reschedule which would give us time to make the changes necessary. If we took possession Home Depot wouldn't have to do anything for us. Needless to say Home Depot didn't tell us any of this, probably because everything other than the plugin (which was a 5 minute fix) was complete BS on the part of the delivery driver. By this point the delivery driver's helper had taken the washer and dryer out of their protective boxes.
We saw this and said we'd take possession after all because we didn't want our $2000 dollar washer and dryer bouncing around in the back of his truck. He assured us it was going straight back to the warehouse and would be protected, but that he just cancelled the order so if we took possession he wouldn't get paid. So once again, like idiots, we trusted this guy. Needless to say we went to Home Depot. To their credit they gave us the dryer plugin we needed and an extra 10% off. They also told us the washer machine used half as much water as normal machines and would have no problem draining into the utility sink (the nice LIE told by the delivery scumbag).
The second delivery was scheduled for 3/3/07. The delivery driver didn't even bother to show up. He called at 5:30pm did not stop by our residence-but called to tell us our merchandise was damaged and did we want to take possession? We were naturally upset as he assured us this wouldn't happen. Once we told him we wouldn't take possession of damaged goods he abruptly HUNG UP. We immediately called customer service and reported him and told them NOT to send this delivery driver to us again.
Delivery was rescheduled for 3/7/07. We waited and no one showed up. We called customer service to ask where the delivery was. It was at this time we were informed that we had been black listed for threatening the delivery driver with a gun. No one from the company had ever called to inquire about this, no police were called and no complaint was lodged with the authorities.
The bottom line is this delivery driver came to our residence the first time and saw how hard the install was going to be and didn't want to do it-what's he care he apparently gets paid either way. He lied to us the first time telling us to refuse delivery because our site wasn't ready. We trusted him as the installer and took his advice only to find out from Home Depot he had lied to us. The second delivery was late on a Saturday. He didn't even stop by and show us the merchandise-only telling us it was damaged via the telephone. This also turned out to be a lie as we have the very same washer and dryer in our home TODAY.
Where is the paperwork from the company saying we refused the merchandise? My entire complaint is that this company took my money for their services, lodged a FALSE accusation against me without any substantiation whatsoever and then refused to follow through with the service I paid for, keeping my money. I thought we were innocent until proven guilty in this country? Threatening someone with a gun warrants a call to the police. Their records say I refused delivery, that's difficult to do when no one shows up. You have to fill out paperwork to refuse a delivery. So where is it?
There is no logical reasoning to their accusation. The driver calls us to tell us our merchandise is damaged and do we still want it and what? We say no and if you bring it here we'll shoot you? I didn't spend 6 years in college to make asinine comments like that. That is the bottom line. The delivery driver stood me up and when I called to complain to his company about his rude behavior he lied about me to protect his job. I want my money back for a service I paid for that they never provided.
I take the utmost umbrage at being accused of threatening someone as gunpoint and I will fight this to the very living end.
This is getting old and I wish consumers would smack these companies down with the power of the purse. We are the customers that are lining their pockets and when they are out right STEALING from us they treat us like DIRT.
DON'T BUY APPLIANCES FROM HOME DEPOT AND LET THEIR DELIVERY DRIVERS INTO YOUR HOME!!!!!!
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.