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Employee Puts Lumbar Cart Next to My Vehicle
Posted by on
Rating: 1/51
KENNER, LOUISIANA -- I, Glenn Daresnbourg filed a claim with Home Depot on 6/22/2012 see attached report. My truck is brand new and at the time of incident had only 1200 miles on it. On 6/25/2012 I received a response of denial from Christina [snip], see attached letter.

We posted on Facebook about the accident and immediately had a response from the Home Depot Center. Since then we have talked to Harold at 1-800-253-4527 extension 84384. He offered me $100.00 gift card, I told him I was unhappy with the amount because I felt the repair would cost more. He told me to get an estimate for the report, see attached report, and then fax it to him.

I talked to him on 7/20/2012 he offered me a $300.00 check that he would mail out to me. I told him if according to the Home Depot employee, the employee said the lumbar cart was 2’ away from my vehicle, the employee claimed I turned into the lumbar cart, if I turned into the lumbar cart as he claims I would have hit him and the lumbar cart. I stated the employee is going to lie to keep his job, I said, what I claimed happened makes more sense, and he informed me the camera could not see this part of the parking lot. I told Harold so in other words, you will pay for half of the damage and I have to pay for the rest of the damage which I did not cause; that I would accept the check but report it to the BBB. Harold informed me, this offer is no longer good. As I have 3 Home Depot accounts and have stated from the very beginning of this incident I would take store credit in the place of cash.

I own 2 businesses, Darensbourg Center which is a strip shopping center and D & D RV Park and spend approximately $20,000.00 annually in Home Depot, I didn't have a Lowes Credit card but have opened one since this incident which I did inform Harold.

I am very dissatisfied with this response being it was not another customer that caused this but THEIR employee… also the time and effort I have put into resolving this matter.
     
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spiderman2 on 2012-07-25:
Sue them in small claims court. That will get their attention.
trmn8r on 2012-07-25:
If you have their offer on paper or email, I would join in the suggestion to take them to small claims court. Anyone willing to pay half based on your claims would surely pay the whole amount.
ok4now on 2012-07-26:
When H.D. offered to pay half, this was an admission of guilt. You got them right where you want them. Turn the claim in to your insurance company and advise them of such. Get your truck repaired and pay the deductible. Your insurance company will go after H.D. to recoup their loss and also get your deductible back. In the end it will cost you nothing.
CowboyFan on 2012-07-26:
An offer to settle is not an admission of guilt. The OP does not say what happened, only the store's version--he turned into the cart. The question I have, was the op moving at the time he came in contact with a stationary cart - his fault. The op does not say the cart hit his truck, only that it was placed near his vehicle - which would not cause the accident but for movement of OP's truck.
HomeDepot_Care on 2012-07-28:
Hi, Jatem.
I'm actually the agent that assisted you with your father's truck incident after you posted on the HD Facebook page. I know the original insurance claim was denied, but I am sorry to hear that the $300 offer resulting from the 2nd/final assessment didn't meet your expectations for resolution.
Thanks, Nicki
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Poor Customer Service
Posted by on
Rating: 2/51
LEXINGTON, SOUTH CAROLINA -- I purchased an electric range 6-18-2012. First of all, No drop in coiltop ranges on floor to see. I wanted a simple range, white, coil top, self cleaning oven..30 inch drop in. None to be seen. Associate pulled one up on computer and showed to me...only having one in stock. We made purchase but specifically asked associate if it was self cleaning oven...Me and two other persons with me heard her say yes. It was delivered today, 06-20-2012.

It did not appear to be self cleaning oven. I looked at manual inside over and it was only generic not indicating specifics about this model. Looked online and found it was not a self cleaning oven. Called the store and talked with another associate who was unable to do anything who referred me to assistant manager who referred me to an appliance specialist (I guess) who also told me they did not have one to meet my request. I asked her to pick this one up which she was readily willing to do.

I asked her for corporate number and she went all around to try not to give me number and indicated she had rather handle it in this store and all they would do would be to call her???? I insisted on the number when she reluctantly gave me and said they would pick up the range. I called corporate customer service and was put on hold (apparently to research product and to call store to get further information??? She returned only to say they did not have anything to meet my request...o. k.

She did not try to resolve by any other means but did say she had checked at Lowe's and they had one. Thanks for that suggestion and maybe I should have gone there to begin with and certainly for future purchases. Maybe they resolved customer complaints with more options. Not pleased at all with the customer service received at this store..with this purchase. I have had pleasant experiences with an associate named Nate..Very pleasant and courteous and helpful.
     
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trmn8r on 2012-06-20:
I hate to suggest this, but my expectations would be fairly low for appliance sales customer service at a big box retailer. I bought a few there over the years, but did my own research online prior to visiting. It doesn't sound like anything has changed.

I will give them this much - the corporate person checked at Lowes, a competitor. While the store's customer service was lacking I give corporate some credit. Either of these brands will let you down on the wrong day, though. It is a crap shoot.
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Pro desk is a sham
Posted by on
Rating: 1/51
LEXINGTON, KENTUCKY --
I went to Home Depot with my first major rehab project. I wanted to get a discount plus have some financing (at least 6 months so I could make draws on the loan). Two guys told me that would not be a problem but I have to get open a Home Depot card for the financing, which I didn't really want. The guy was helpful in helping me get product I will give him that, but when the bid from the bid room came back he said he could get 10% off everything except the custom sized windows which were already discounted 15%. I was fine with that. I understand you can't double dip on discounts. Apparently he didn't get anything from the bid room. Rather than tell me that he told me I could get 10% what I didn't realize was I was being juked into opening up a credit card, but since I was opening the credit card that I didn't want in the first place to get the financing, I couldn't also open up the credit card for 10%. So I asked them what is the discount on everything but the windows. Turns out they were offering a 0.5%. So now I have to open up a card I didn't want, battle for the 10% and the 12 month financing, waste 3 hours of my time, and be annoyed for what I would have done but opening up a credit card and never talking to an associate.

Now they will probably post some lame reply that every bid is handled individually and the specifics of my order did not allow them to offer a favorable rate, but the truth is they did nothing and then deceptively set a up a smoke screen to try to make me feel happy about it. They should have at least been honest. Then they will probably say something lame like it is policy or training of our associates to be deceptive but the reality it happened.
     
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BigAl on 2012-03-30:
Home Depot does their financing through their credit card. That's how they run their business. What did you expect them to do? If you want the store financing use the credit card. If you are not happy with the price keep shopping until you are happy. I cannot see what this company did wrong other than not offering you things that other customers cannot get.
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Complaint
Posted by on
Rating: 1/51
SAN DIEGO, CALIFORNIA -- Do not ever work for Home Depot. every thing you read is true and more. I am not one to complain but when they invent a reason to fire you, then say they incurred a loss and sue you for 157.00. (this was not theft) but try to collect over 1000.00 and send you a bogus letter that appears to be from an attorney, despite the fact that you can't be sued by an attorney from another state. threaten to sue you in civil court for theft, which legally they can't do unless there is a police report. There can't be a police report because there was no crime. what company does this???? I have consulted an attorney and he will take this on however he wants me to call HR first and ask them to drop this and see what they say. I know what they will say. there is such a major disconnect between what they preach and what they do. It is companies like this that made unions necessary.

I know you need a job, in a market that is quite depressed but is this worth it? knowing you will be fired eventually whether you merit it or not and I can give you so many examples of it happening while I worked there but I don't want to bore any body.

Well, if you are 20 something, attractive, party with the dept. heads and kiss a** like you have never done before, work your a** off for ridiculously low wages you might last a while, but I guarantee you, if you have any self respect, you will quit for greener pastures before that happens.

I only planned to work there till I found a better job but then the recession hit and I could not find work in my field so I hung on. If I had known how devious this company was I would have never taken the job. I just hope some of you people who really count on this job for your livlihood (fortunately I didn't) will realize what goes on and look for a different job. Better yet go to school and retrain your self for anything.
Good Luck!
     
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Cwazychicken on 2012-02-15:
I don't understand why a company would accuse you as an excuse to fire you? Are you sure maybe someone else didn't steal something and put the blame on you? There's got to be a reason why they are doing this. I would not think its legal for any company to accuse anyone.
Starlord on 2012-02-15:
When I was in high school, I worked for a traveling amusement ride group. I worked on set-up and tear-down and ran punk rides. Two weeks after the boss' nephew came to work for us, I was accused of putting paint in an oil can. I opened a brand new can of oil to fill the oil can. I suspect that the nephew knew he couldn't cut the mustard, so he set me up to get fired rather than him.
bigal on 2012-02-15:
I don't want to be a "Debbie Downer" but in your statement you said that you only planned on working there until a better job could be found. That to me does not sound like a good employee.
L on 2012-02-15:
Sorry, but what you're saying seems to be that you somehow lost money (was your register short?) which led them to fire you. Was this your first incident on the job or had you had warnings or reprimands before? It seems that there should be more to the story. At least now you are free to find another job.
how did this loss happen on 2012-02-16:
how did this loss happen

you stated the amount and that it wasn't theft - but you neglected to say HOW this loss happened.
CowboyFan on 2012-02-16:
First, it is not the attorney that is suing you but Home Depot. An out of state attorney can write letters, etc., they just cannot appear in court without special permission.

In Florida you can be sued for theft, no police report is needed. The lawsuit is civil, the police report is criminal. They are not related.

It is good that you consulted an attorney, follow their advice.
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Awful Experience - Complete Kitchen
Posted by on
GROVE CITY, OHIO -- My wife and I purchased a home and went right away and purchased a kitchen whch included stainless steel stove, refrigerator, microwave and dishwasher for what we thought was a great deal from Home Depot. The following week the delivery came and the stove was fine. The dishwasher didn't have the clips to complete the installation, the microwave was bashed in on the side and the refrigerator had a ding on the right door. We found out that the replacements would be delivered two weeks later. The refrigerator that was damaged was left with us until the new one could be delivered. We went to Home Depot and ordered the next best microwave so we could have the installation sooner and not have a hole in our wall where the microwave should have been. The company came out the following Tuesday (I had to take another day off of work) and installed the microwave. A few days later the kids were playing in the basement and heard water dripping. I went down and took a look and saw the water. I called our home warranty company and they scheduled to come out the following Monday. The got there and could not cut into our walls to locate the leak so I did it (Another day off from work). I traced the leak to where the installation crew put an anchor bolt right through a 3" riser drain pipe that services two bathrooms. Every time we took a shower, a lot of that water was going to our finished basement. The installation company did come out that night and repaired the pipe and patched up all of the drywall and installed the microwave correctly this time. But now they have to paint and everything because of this. Now onto the fridge! I was supposed to the fridge delivered today. They stated that they called me twice but I have no voice mails or record that they called and said that I have to call and reschedule. UGH. I just raised such a stink that they are now coming out in the evening to deliver the fridge.

My personal experence had tainted my taste for Home Depot and the delivery/installation company. If you buy appliances just have them deliver to your kitchen and do it yourself!
     
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trmn8r on 2011-12-13:
I would never arrange with HD or Lowes to install anything. I bought my appliances from an appliance store in 1995 - I hope they are still around. Got a good deal and the installation was very professional.

It seems like there is too much of a chance of getting a lousy contractor by going through a big box store. Just my .03. Good review.
At Your Service on 2011-12-14:
Sounds frustrating. Typically, when the drywallers mount the sheets, they'll cover any stud points that contain wiring or plumbing with metal safeguards. This is to prevent the actual issue that did take place -- that of screwing into a different element.

It was good of them to repair the damages at no charge. They would have had grounds to possibly lay blame to the drywallers.
HomeDepot_Care on 2011-12-15:
Hi, kweldy0135. I am very sorry to hear about the issues you've had in regards to the purchase, installs, follow up, etc. I would like to look into this for you if you'll be so kind as to email me your contact info/which location you purchased from, etc. Please remind me you posted to my3cents.com so I can re-locate your post when I receive your email. Nicki_Care@homedepot.com. - Thank you in advance, Nicki
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Veterans Discount
Posted by on
I hate to see that Home Depot doesn't support ALL veterans anymore. I went into the HD on the 28 of June to make a purchase and showed my Veterans id and was told that I couldn't get my discount anymore because I wasn't disabled. I spent 28 years in the service with a tour in Viet Nam (2 purple hearts), and one tour in Iraq. I'll just take my business to Lowes as they still cater to ALL veterans. This made me feel just like I did when I came home from Viet Nam. I hate to see such, what I used to feel as a great company.

I will never shop there again until I hear from them, that they have changed their policy back to the way it used to be where they supported ALL veterans.
     
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Buddy01 on 2011-06-30:
I don't blame you for taking your business to Lowe's. I checked on the Home Depot site and it appears they lied to you. Here is the link: http://www.homedepot.com/webapp/wcs/stores/servlet/ContentView?jspStoreDir=hdus&pn=MS_PM_Military_Discount&catalogId=10053&navFlow=3&keyword=veterans+discount&langId=-1&searchRedirect=veterans+discount&cm_sp=-_-Military-_-x-_-x%3Fnull&Nu=P_PARENT_ID&storeId=10051
Nicki on 2011-06-30:
Hi, Ernie.
I know that you are already aware of the discount rules but I just wanted to apologize for the inconvenience to you, to let you know that we hate to lose you as a customer but I will definitely document your feedback on the policy rules.
Just to reiterate: we offer a year-round, 10% discount, up to $500 maximum, at our U.S. stores to all active duty military personnel, reservists, retired or disabled veterans and their immediate families.
-Thanks, Nicki
jktshff1 on 2011-06-30:
Ya need to come back and add the particular location. Our local HD gives all vets discounts.
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If consumers would just stop and think
Posted by on
People it's not rocket science they control their own destiny, that is till they step on the wrong toe. Just look at it as a government bail out! What I mean by that they are a source of economic stability, as an employer, an advertiser, a company that facilitates sales of sub par products, but they are still sales a national cash flow, which equates to tax money, loads of tax money.
Let's look at what it spawned, vendors drop their quality to supply them with their price, and because of this there is no place to buy the better version of the same products unless you buy at a commercial supply houses. Let make an example a kitchen faucet at Home Depot there may be these differences plastic instead of brass, plastic finish chrome over plastic parts, instead of chrome plating over brass, nylon parts that wears out quickly as opposed to ceramic or brass parts. Come on people, your forsaking quality for price. If you think I'm crazy return something that is defective, they don't ship it back to the company that makes the junk because the shipping cost more than the product is worth. Take the time to drive around one of their buildings you will find a large machine connected to a dumpster they crush it . I'm not a ex employee I'm a contractor who is tired of being screwed as well as seeing them trying to screw my customers if it comes to that I pay to correct the problem for example I built a front porch, the customer picked turned wood columns they found in HD, they failed in less than 6 months, when I complained their SA manager had the company email me for direct input the problem was I can't read Chinese. I went back to HD they said they were done move on, so I did I have a clause I
n my contracts that I do not us nor will I install anything bought at HD. Open your eyes if you don't patronize the old school suppliers they will soon be gone. Resulting in more and more companies will lower the standard of the forefathers to sell their product to companies like them. Next time your in there look around, look beyond the glitter and display glow think about what you have read and realize you only get what you pay for, despite the perks you think you are getting your paying way to much for their junk.
     
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Ytropious on 2011-03-12:
Well excuse me, not everyone can afford nice things for their home. Not everyone can afford a home! Home Depot carries cheap items, but they also carry higher quality expensive and special order items. So do most places. It's called having a variety to serve a wide variety of customers. It's called being a good business.

Also have you ever worked in retail? Most places have a trash compactor like you're mentioning. It's not to crush items, it's an alternative to having a dumpster. Most places don't like having dumpster divers or the threat of such. Compactors keep the rif raff away from important documents and old displays.
Anonymous on 2011-03-13:
You don't say why your columns failed. I assume it was a structural problem. Did anyone sit down with a pen and calculator to determine the load the columns were carrying? A lot of problems arise because people don't really know what they are doing.

As far as lower quality products there is no point in a casual user buying high quality tools. Plumbing fixtures has always been a case where you get what you pay for.

You can have the best quality tools and material but if you don't know what you are doing you're just wasting money.
Anonymous on 2011-03-13:
One of my friends worked at the depot. He told me about how they do actually crush and trash returned items, and items that could not be sold. Always thought that was a shame to do, instead of donating the much needed items to habitats for humanity or something. But this practice of crushing and trashing items that in some cases were perfectly fine upset my friend so much that he left the depot.
the truth123 on 2011-03-17:
Moved From Other Review: Answers to comment about my latest review
Porch columns: the columns I refer to in the review are cosmetic only roof was built on extended floor joist system. Roof didn't fail, the glue used when columns were fabricated did.

Comment on quality: for this my answer is go to any company that sells professional tools and ask them why they no longer sell hand held power tools, go to a plumbing supply house and ask about the flush hole diameter then compare, then complain about your toilet that doesn't flush. Go to a name brand dealer and find a name brand tractor. And compare, better yet look for a stamp on the tractor that says built by and I'll bet its different then the name on the product. Price any lumber there and price at a lumber yard. Paint any room in your house with HD paint then paint another room with paint purchased at a paint store you'll use fare less paint in the second room Home Depot credit card only works at Home Depot, and there great if you don't mind spending to much or buying with redundancy in mind. It will not be long and all alternate sources will be gone, all that will remain is a monthly payme
nt
the truth123 on 2011-04-11:
Hey folks just do a search for law suits Home Depot then come back and say how great t H D is. Just maybe if you are concerned about cheap think about how cheap the interest on that Home Depot credit card is, and how cheap you bought it, once interest is paid back. The question I should ask is how many people are going to get screwed before everybody gets wise. Personally I got wise last year and it was two years two late. Remember what put Builders square and Heckingers out, it took them about ten years to find out they were bigger then all of us.the they went bankrupt
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Home Depot Poor Product and Customer Service
Posted by on
FREMONT, CALIFORNIA -- We bought the Pegasus bath faucet for our home remodeling project in Jun 2010. We moved into our house in End Nov 2010. After less than 3 months, the finish of the faucet peels off and the soap dispenser bottle broke. I was very disappointed about the finish peeling off. I called their customer service and explain the situation and requested that I would like to have a credit so that I can buy another brand of faucet. By the way, Pegasus is a Home Depot Brand. I was told that due to their Policy, they cannot give us any credit but they can send us a replacement. I replied that I really don't have much confidence in that brand due to my experience. I never experienced a faucet with finish peeling off even I lived in our old house for 13+ years. This is, no doubt, a very poor quality product. I was questioned whether we used any abrasive cleaning product, which we never did. Anyway, Home Depot refused to give us credit to get some other brand from their store. I wasn't too happy for their response and I asked whether I can speak to a supervisor or manager, the customer service told me that I have reached the highest authority as far as issue like that because it was the corporate office that I was calling. What a Joke!

The other disappointing thing is that I submit a review on the product on their website and just got denied. I got an email telling me that they will not post my review on that product. I am just very frustrated and wonder whether they just post positive comments but not a negative one. What is the purpose of asking for review.

My conclusion is Home Depot doesn't stand behind their product and their review on product doesn't reflect consumer true opinion. We paid about $100 for the faucet and the finish just doesn't even last for 3 months. What more can I say about their product.

     
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madconsumer on 2011-02-16:
this is an issue with many types of fixtures. they put some type of coating to prevent the metal from dis-coloring and tarnishing.

only thing to ask would be, did you use any type of cleanser on the faucet? they often cause the finishes to peel off.

lastly, the best fixture to buy is one made of nickel.
Anonymous on 2011-02-16:
They offered to replace it and you refused. You not getting your own way instead of them following return/replacement policy does not constitute poor customer service.
THD_Daniel on 2011-02-16:
Hello, I'm Tinzley with Home Depot's Customer Care Team. I'd like to see how we can help with this. Can you send an email with the store location and a way we can reach you to tinzley_care@homedepot.com? Thanks!

The Home Depot
2455 Paces Ferry Rd
Atlanta Ga 30339
dan gordon on 2011-02-16:
play the game. Take the faucet replacement then return it to another HD. You won't have a receipt most likely so you can get store credit and you can buy what you wish.
trmn8r on 2011-02-16:
I don't believe you can get a credit. It is over 6 months and you own this now. It is a warranty issue.

I paid a lot of money for the fixtures in my house at a plumbing supply house, and the Roman tub spout showed finish defects after only a year and no real wear of any kind. No adjustment or replacement was possible. I know what it feels like.
localgod on 2011-02-17:
Please give Tinzley at Home Depot's Customer Care a chance to make this right for you. It is rare that a company will reach out to you to help make things right, or at the very least, look into the problem further for you.
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No Christmas Present Now
Posted by on
Dec.11,2010 I had placed an order online with Home Depot to purchase a large snow blower as a present for my husband for Christmas. Confirmation I received stated it would be delivered in time for Christmas. 2 weeks go by and I noticed the order is still pending. I call Home Depot to be told that the snow blower I ordered is on back order. One week later I call again, to be told that my order will be the next one to be filled. As time goes by Christmas has come and gone, I have no snow blower to give my husband. It is now Jan. 4th and I receive an email that the snow blower I had ordered is no longer in stock and my order has been cancelled. So I call Home Depot hoping they have another item in place of cancelled item, they tell me all they can do for me is to send me the next bigger snow blower which will cost me $400 more and no guarantee that the larger snow blower is in stock and no idea when it would be delivered. So now I don't even have a late present to give my husband.
I should have known not to deal with Home Depot as this isn't the first time I have had problems with Home Depot. Last August I made 2 appointments to have a representative from Home Depot come to my house to give me a quote of what it would cost to have them replace the roof on my house. As I took time off from work to meet this representative, no one from Home Depot showed for ether appointments.
I will never shop with Home Depot again.
Fool me once, shame on you.
Fool me twice, shame on me.
There will not be a third time.
     
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MDSasquatch on 2011-01-04:
My dad and brother just bought snow blowers at Lowe's; they were both in stock and are now sitting in their garages waiting for it to snow in Maryland.
Neither even considered Home Depot for their purchase, you too, might want to give Lowe's a try
trmn8r on 2011-01-04:
The inventory systems of online retailers could definitely be improved. It is really tough to buy a snow blower in December in the US. If you had been buying in July, my guess is you would have had no problem getting the model you wanted.
THD_Daniel on 2011-01-06:
Hi,

I'm Stephanie with Home Depot Customer Care. I apologize for the issues with your online order. Please email me the order number and I will work to get this resolved for you.

Thanks,
Stephanie (stephanie_care@Homedepot.com)
lilpete on 2011-01-07:
Sorry Stephanie. Like I said in my comment, I spoke with the Home Depot customer care many, many times and the only thing I was told that they could do is to sell me a smaller snow blower with a higher price. And this wasn't the first time I got the run around from Home Depot. I have spoke with another snow blower dealer and explained my situation of not having a Christmas present for my husband now because Home Depot lead me on with lies about a product they couldn't back. This company has offered me a larger snow blower for the same price that Home Depot had advertised for a snow blower that does not exist. And I don't have to wait over a month to receive their snow blower because they are delivering it today. I am a low voltage engineer and my son owns a construction company, my husband is remodeling our entire home, we deal in this industry everyday and our business will be with other companies from now on. You will never see any of us in a Home Depot store ever again.
trmn8r on 2011-01-07:
A smaller, dedicated dealer is much more likely to have stock, as you found. An exception would be a hard winter, when even these companies run out of stock. What you experienced is standard for the two kinds of stores you attempted to deal with.

I think dumping HD over the edge because of lack of availability of a seasonal item is unjustified, but that is just my opinion. I prefer Lowes over HD, but I wouldn't expect anything different at Lowes in a case like this.
lilpete on 2011-01-07:
The fact that I attempted to purchase a seasonal item is not the subject here. When I made the online order, there was no mention at that time that the snow blower I order was out of stock and I wasn't told that the snow blower I ordered is no longer in production until a month after I made the order. My problem was that Home Depot's customer service made many promises and had no means of backing any of them.
I to like Lowes and have had employees go out of their way to accommodate any of my purchases even when products where out of stock. Home Depot did nothing to keep me as a customer. I just learned throughout this to forget the middleman and go straight to the dealer.
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Lack of Customer Service
Posted by on
WEST LONG BRANCH, NEW JERSEY -- Copy of my letter to Home Depot

To whom it may Concern,
Concern…. Isn’t that a leap of faith, to assume that someone may actually be concerned, because that would imply that someone actually cared. But what the heck, stranger things have happened.
I’d like to buy a BBQ Grill, you sell them, one would think this should be simple. But obviously it hasn’t been or I wouldn’t be writing this letter.

Here is my story.
Earlier in April I bought a Grill from K-mart, when I went to assemble it I realized I wanted no part in putting together all of those parts, so I returned it and went shopping again.

My wife and I went to the Home Depot in Lakewood, NJ on Monday 23 April 07; we found 2 grills we were very interested in. These Grills had been on display outside the store so we went in to find someone who could help us. I had also been approved over the phone for a Home Depot Credit Card, so we went to the Customer Service Desk to have the card “turned on” and get help for the Grills. The person at the Desk sent us to the cashier over seeing the self-checkout area, telling us she would have the key to un-lock the Grills. The cashier’s response was to mockingly ask us why we would ask her. Now I have to admit that asking a cashier for a key to grills instead of someone in seasonal seemed a bit strange but that is what we were told to do. Once we told her the Service Desk sent us to her she lost the mocking tone and did try to help us. She paged a person from seasonal 4 different times asking them to call her on her line, each time she did this the Service desk echoed her request so really the announcement went out 8 times. After waiting about 15 minutes we gave up and left. We told the cashier she could tell the person from seasonal that “they had won; they didn’t have to help anyone today”.

From there we went across the street to Lowes, they had one person in seasonal that could tell us about grills and there were at least 3 people in line in front of us, we went home.

On Tuesday 24 April 07, I decided to give you, Home Depot, another chance. I took my lunch hour and shot over to the Home Depot in West Long Branch, NJ. I looked at the grills outside; found 2 I was interested in. I went inside to the Service Desk and ask them to find me someone who could help me. In less than 5 minutes a young man named Chris showed up, he was excellent. He knew what he was talking about, and he was HAPPY to help me. In less than 15 minutes I decided on a Blue Ember, 3 Burner model with Rotisserie set (SKU 312-354) for $449.00, I bought the delivery service for $65.00, with Tax my total bill was $545.43. Now I realize $500.00+ sale is no big deal to you, but a $500.00+ purchase IS a big deal to me. Chris sent me to the Contractor Desk (aka Pro Desk), why I would be sent to the Pro Desk to activate my HD Credit Card, set up delivery and pay for the BBQ grill instead of seasonal, I didn’t understand; but I am a cooperative person so I went. I was in a good mood, I was a bit confused by the Pro Desk angle but OK with it, I had been helped by a guy who knew what he was talking about and was HAPPY to help me. I was going to be able to activate the CC, pay for the grill, and set up delivery all in one stop. Again Good Customer Service; The West Long Branch Store was kick’n the Lakewood Store’s butt when it came to Customer Service. The language barrier at the Pro Desk was a bit trying but we got by.

I left the store and went back to work, all seemed right with my world. I was a little concerned that I had signed for the Grill to be dropped off even if I wasn’t home. I signed because the guy at the Pro Desk assured me they would bring the Grill into my back yard. But when I read what I signed; I saw that I had agreed to have them leave it at the end of my Driveway. I pointed out to him, that what I had signed and what he said were two different things. Again he assured me they would put it in my backyard. Because of his difficulty with English I wasn’t sure he understood my concern and I had even less confidence he could read what I had just signed. My concern was that if the Grill was dropped at the bottom of my driveway at 8am by the time I got home at 5:30pm it would be in someone else’s backyard. So I took the day off from work and waited for the delivery. It would have been nice to have been able to work half a day at least; but that would mean someone would have had to tell me if I had a morning or afternoon drop off, but all anyone would say was “any time between 8am and 5pm”. So home I stayed.

Sometime after 2:00 pm On Wednesday 25 April 07, I called the store, I worked my way through the phone menu and selected “Deliveries” I sat on hold for more than 12 minutes waiting for someone to answer the phone. I gave up and called back. This time I hit “0” and got the Service Desk, they put me on hold and within a few minutes someone picked up. He told me that he was waiting for the Delivery Truck, I have to tell you this was a revelation for me, I had no idea Home Depot contracted out this service. It was obvious that he was quite bothered to be talking to me but I did manage to learn that the truck should be at Home Depot any minute. The Truck was expected at 2:30 and it was now about 2:35 and when the truck left to make its delivery run my Grill was going to be on it, no problem, I should see them before 5:00.

Between 4:30 and 5:15 I placed 3 calls. 1st Call on hold 13 minutes NO ONE picks up. 2nd call I’m on 6+ minutes and NO ONE picks up. 3rd Call someone picks up in few minutes. I am irritated and aggravated by now but I am still calm. I once worked in a call center doing Customer Service, I know my only hope at a positive solution is to get the employee to give a damn about me and try and get their help. I know I have to kiss their butt, I understand this. I understand that being nice to them gives me a much better shot then screaming at them.
I explain to the person who I am, why I am calling and that I want to know if the delivery has even left the store. He put me on hold telling he needed to check on something and he’d be right back. 15 minutes later I hung up and called back.

Now I’m angry but still hold my cool. I have lost a day’s pay, spent something like an hour total on hold with this store, I don’t have a grill and I still don’t know what is going on. I call the store back and get a person named Mike. Mike answered the phone he barely got out of his mouth that Home Depot installs windows and doors when I started talking. I started off with “DO NOT Transfer me and DO NOT put me on hold. My name is Steve Mansfield and I should have had a Grill delivered today. I have called the store 3 times in the last 45 minutes only to spend most of that time on hold and I still don’t have any answers. Put the manager on the F##King phone”. Mike hung up on me. After an entire afternoon of being ignored or lied too, I finally snapped and used one of George Carlin’s 7 Dirty words you can’t say on TV. I would like to point out I did not call Mike any names nor did I call the manager any names. I used the foul language in reference to the phone. Apparently your company has a policy to hang up on customers, who become irate and use foul language; might I suggest here that you create a company policy encouraging the employees to treat the customer with some respect so we don’t become irate in the first place (just a thought).

So I started pulling myself together to drive the half hour to the store with the expectation I was going to get arrested. Since a grown man had never heard the “F” word before and was so deeply offended by it that he had to hang up on me to protect his sensitive ears, I felt it was my duty as a man to go and enlighten him. My intent was to go and stand on his desk while I gave him a full demonstration of what in means to “Curse like a Sailor”. I had been driven so far around the bend that the idea of being arrested and charged with assault seemed like a good plan.

Fortunately for me and whoever would have been behind the desk at the store, my wife spun me down and I stayed home.

She called back and got Mike again, actually this is when we learned his name was Mike. He almost hung up on her just because she was my wife, thank God he didn’t. He explained that he had just come back from Lunch and I was his first call. It wasn’t his fault; he hadn’t spoken to me before, and I had no right to be mad at him. What the idiot didn’t seem to understand, I wasn’t mad at him, I was mad at Home Depot and when he answered the phone, he became Home Depot. Mike sent her to a “Manager” named John, she barely got the words “waiting all day for a delivery” when he put her on hold. Now do you understand why the first words out of my mouth to Mike were “Do Not put me on hold” it seems to be a favorite past time there. In a few minutes another “Manager” named Steve Picked up.

It turns out the truck was still not there, he should be there any minute. Steve told my wife that they have been having a lot of problems with this company, my response was a very angry “not my F###ing problem, put the Damn Grill on one of the Home Depot trucks and have someone drive it to me”. He told my wife that if we had paid for delivery he would wave the charge but since “free delivery” was included there wasn’t anything he could do. Apparently there was/is a promo going on that if I had spent enough money I would get free delivery. And apparently I had spent enough money, which is why Steve thought I got free delivery.

So which company policy is that? “Caveat emptor” any buyer that does not know to ask for Promo doesn’t get it? Oddly enough I’m not all that upset by this, I understand that your purpose is to separate me from as much of my money as possible every chance you get. It seems a bit “Used Car Salesman” but we customers shouldn’t have any higher expectations then that.

Steve tells my wife that if the delivery company doesn’t get there in 20 minutes he’ll load it up on a Home Depot Truck and send someone to us (Yeah Right) and he was refunding the delivery charge.

We called back in about 30 minutes. The mystery truck had arrived; our grill was on it and it was on its way to us. The driver had 4 deliveries to make but we would be first. We called back about an hour later letting him know we still hadn’t seen the truck. Steve asked that we call when the truck got there, he was going to “do something” for us (yeah right). We called Steve back every 45 minutes or so to make sure he knew we still didn’t have the grill. At one point he asked what more we wanted him to do. My wife explained that we wanted him to call the driver and find out where he was. Steve said he couldn’t do that; the driver didn’t have a cell phone. Sure…. The illegal alien delivering my Grill is the only one in the country that doesn’t have a cell phone. If I had not been so absolutely torqued I would have asked him how the driver was going to call me from the road 30 minutes before he arrived if he didn’t have a cell phone.
At about 9:30 pm my wife called the store for a last time, she told Steve to cancel the order and refund our money. He said he would, I asked him (through my wife) what I should do when the grill showed up; he said I should refuse delivery. I explained that I was not going to be home the next day to “refuse” delivery. He told my wife the driver was going to be there some time that night. My response was to laugh and tell him I would not be responsible for that Grill when it showed up the next day and sat at the end of my driveway.
So the next morning, Thursday 26 April 07 at about 8:00 am, I get a phone call from Carlos, he is on his cell phone (imagine that). He wants to know if he can drop off the grill at about 8:30. I kid you not, here is his phone number 201-481-XXXX. I told him I canceled my order when he never showed up. His response: “But why, didn’t Home Depot call you and re-schedule? My truck broke down yesterday I had to rent a new one” I said, no they didn’t, I was told you where going to deliver the Grill last night, no matter how late.” Carlos: “But I didn’t pick them until 5:30 it was too late to do the delivery”
I told Carlos I had canceled the order and been refunded my money and he should take the Grill back to the store.

You realize if my job started at 8:00 am instead of 9:00 am, my wife would have found a Grill in our driveway when she got home. Assuming of course, that no one else had stolen the Grill.

At lunchtime my wife went to the West Long Branch store to get the receipt for the refund. She spoke to the “Store Manager” or at least some young guy that said he was. She explained what had happened, and that we would be cutting up out Home Depot Credit Card when it came. The “Store Manager’s” response was “OK”. So my wife left.

Do not tell me the delivery company failed you so it is not Home Depot’s fault. I did not contract with “One Truck Carlos” delivery service; I contracted with a Multi-Million Dollar, International Corporation, the largest Home Center retailer in the Country. You contracted with a rinky-dink one truck delivery company who are so new to the country they are still wiping the Rio Grand off their Ass.
What could you have done different? Here is a short list.

1. Do your own deliveries
2. Contract with a delivery company that has more the one truck
3. If Carlos’ one truck breaks down, loan or rent him one of yours
4. Tell the customer the truth.
• If someone had called me in the morning to tell me the delivery had to be canceled, I would have been mad, but at least I could have gone to work for half a day. With a little stroking and some give backs I could have been saved as a customer.
5. Pick up the phone when I call. This was the part the really TICKED ME OFF. Sitting on hold listing to your ads tell me how wonderful you customer service is for 10 and 15 minutes at a time really wears on ones nerves.
6. Train your people that when they get an irate caller maybe the should try and figure out why they are irate instead of hanging up on the call at the first excuse and enflaming the situation even more.
• Mike hanging up on me was the last insult and indignation I was prepared to take. Acting as if I had no reason to be irate after losing a day’s pay and spending the afternoon being lied to or ignored. I couldn’t have been more offended or insulted if I had been slapped or spit on.

Your customers are not simply Credit Card Cash Cows being lead to slaughter; we are people that have an expectation of being treated with at least a minimal level of respect and dignity.

Respectfully
Steve
     
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User Replies:

Anonymous on 2007-04-27:
Wow. One suggestion. Next time you write a letter of complaint to a company, wait until you've cooled off some so you don't come across as a spoiled brat having a temper tantrum.
Sparticus on 2007-04-27:
Though I wouldn't have said it that way... justcuz is right. It is always best to not try and take out your frustrations in the letter... but more just state the facts and what you want done in return to keep you as a customer. They will be more likely to respond positively than if they feel they are being yelled at themselves.
Hugh_Jorgen on 2007-04-27:
Exactly - if I were at Home Depot corporate reading this I would find it hard to take this very seriously with phrases like "still wiping the Rio Grande off their ass" in regard to their delivery driver. Right or wrong you come across as a hard to please customer anyway - KMart's grill was too complicated, Lowe's was too busy, the cashier "mockingly" asked you a question, the ProDesk person couldn't speak English to your satisfaction.
Pomona Guy on 2007-04-27:
Well you still don't have a grill. I suggest you buy an unassembled grill at K-Mart, then hire a handyman to assemble it for you. Handymen are real good when you don't have the time or know how to do small things around the house.
Always Right on 2007-04-27:
Instead of buying a grill, you should take that money and invest in some anger management classes.
Steveman on 2007-04-27:
Well I guess if 5 out of 5 people have read this and find ME to be the problem who am I to argue.
I had no idea it was unreasonable for me to expect a multi-million dollar corporation, to deliver an item to me on the day promised, or at least give a reasonable explanation why they couldn’t.
I guess I’m just hard to please; I have an expectation of competence.
My bad

I’ll give you that the Rio Grand comment was uncalled for; Carlos was the only honest person I dealt with.

Thanks for the feed back
Steve
Pomona Guy on 2007-04-27:
Steveman, I never said you were the problem. I was serious about hiring a handyman. For the $65 you were paying for a delivery charge a handyman would be able to assemble the grill. I bought mine at Target and assembled it myself last summer. It was a bit of a pain, too. We looked at grills at Home Depot and I am thankful I didn't buy one there and have to go through what you did. Home Depot has really gone down hill the last few years.
Sparticus on 2007-04-27:
Agreed... you were in the right here... we were just offering advice on how to best deal with HD to increase your chances of getting some results.
shawnp80 on 2007-04-27:
Make that 6 Steve-o.
rhondam718732 on 2007-04-30:
I was with you Steve until you swore on the phone. I have a BAD mouth and unfortunately did that once as well. However, it came as no surprise when I was hung up on. I would hope that ALL retail store employees are told that they should walk away from or hang up on a customer who's swearing or yelling. However, I 100% agree with you overall that Home Depot management are big idiots. How could the manager not know the truck broke down? Did Carlos tow the truck to his house for the night? Of course not. They lied and handled you horribly overall.
Anonymous on 2009-06-18:
After the first couple sentences I would have thrown the letter in the trash. While you have a valid complaint, your rant makes you seem like a hot head.
BokiBean on 2009-06-18:
This complaint is two years old!
Anonymous on 2009-06-18:
I know lol..I just had to get in on it anyway.
BokiBean on 2009-06-18:
Well, OK then..I'll play.

To the OP, have you thought about getting a Foreman Grill? :D
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