ATLANTA, GEORGIA -- I wish I had seen these reviews before I trusted Home Depot to be an honorable online retailer. Maybe this information will help others avoid the aggravation and frustration of being stuck with inferior merchandise and being told by Home Depot customer disservice that it was my problem and there was nothing they could do. I asked them to escalate my call to their escalation team and I waited 25 minutes before realizing I had been hung out to dry. The issue was a set of fitted sheets I bought online that disintegrated in the exact center of the bottom sheet after about 4.5 months of use.
I had bought the sheets in April 2019 and noticed the sheets rotting away January 2020 but I live part-time at three different locations and that is why there was only about 4.5 months of actual use before they rotted away. As a marketing professor, one thing you teach is that it costs up to 70% more to acquire a new customer than it does to retain an existing customer. In the classroom, you use examples of how not to conduct business and thanks must go out to Home Depot for providing an egregious example of catastrophic unprincipled customer service policy.
Unprincipled business managers fear the transparency of online customer service because they don't want their dirty laundry aired in public. Principled managers welcome such transparency because they empower their customer service reps to satisfy customers so there is no dirty laundry, and because they want customers to see that any issues are resolved immediately. That is what trust is about and trust is critical to online merchandising.
Finally, anybody that shops Home Depot has seen plummeting employee morale in the brick and mortar locations and this points to the fact that typifies how mismanaged enterprises disenchant customers and employees alike. So, after being hung out to dry on the phone for half an hour, the Home Depot corporate voice directory did not recognize Craig Menear CEO. His email address is not easy to locate but can be found but don't waste your time. He doesn't care about you, as if that is a surprise from how you get treated by his minions. He doesn't care based on a lengthy explanation about the rotted sheets and a request for help that included a phone number to reach me. Crickets. Buyer beware.
FALLS CHURCH, VIRGINIA -- I purchased 2 squares of shingles and paid for delivery. A delivery guy showed up but had no shingles. He said one of the other drivers must have gotten them. They never arrived. I called Home Depot 7 times only to be put on hold and then hung up on. One of those times I waited 20 minutes until someone answered but never said anything. I could hear people chatting and milling about - I kept yelling "hello" for another 15 minutes when someone picked up the phone & hung up. I finally got thru on CHAT. Home Depot tells me that as far as they are concerned they were given to the delivery company and since the delivery company is separate from them it is out of their hands. They gave me the delivery company's phone # and told me to deal with it. Talk about being tossed aside!
NEWARK, DE -- On Thursday night I checked HD website for a GE Laundry Center-listed as an extended Black Friday sale for $1098. I have the item printed. There was no expiration date listed on this item. The following day I attempted to purchase it, however, the price was $1178. I called online C/Service and the gal said the price increased and I could go into the local store and ask the MGR if they would sell for that price. I called the store, MGR said to hold on & he would conference the online C/Service representative and question what they said however, he now employed his in-store customer service representative to handle the situation. Online C/Service repeated that the store MGR could make the call to sell for the online price. He would not agree to that price.
After that call, I told the in-store C/Service representative that I would pay them the $80 additional, but would like to purchase it in the store so that they would get credit for the sale. She said to come in... her name began with T and to ask for her. I immediately left home at 8:30 pm to drive to the store in the rain to order the item with the printed sale price of $1098 in hand expecting to pay $1178 ($80 more). She started to order the item on her computer and put in the original advertised sale price of $1098. Her system accepted this price and she exclaimed "Oh!" Then she removed that sale price and plugged in the item number which showed $1399 as the MSRP purchase price.
She then looked up the item on Home Depot Online and it showed $1259. She told me I would have to pay $1399 for the item if I wanted to purchase it from the store. This woman purposely misinformed me. Furthermore, I planned to use the 24 month free interest offer & was told by the C/S representative that I was saving a lot of money using that offer...already. That remark was not appropriate nor business to state. She tied me up at the customer service desk for over an hour asking questions & detailing all of my information in their system. The store closed while I was there at 10:00 pm. I am polite & courteous as I have worked in sales my entire life.
The fact she would invite me into the store knowing I expected to pay $1178 to purchase the item and then switch the price to full MSRP. It was changed not once, but 4 times in less than 24 hours. $1098, $1178, $1259 & $1399. Not sure how these stores are structured, but regardless- it is a shame how they treat their paying customers. I ordered the item from Hawkins & Son, a local appliance store- for less money and received exceptional customer service. I will close my business account with Home Depot and will give all of my business to Lowe's. I expect this company, Home Depot... to be out of business soon.
ALEXANDRIA, VIRGINIA -- I was Home Depot customer for many projects, I didn't have major issue with appliances and cabinets. However, I currently have major unresolved issues with replacing new roof by Home Depot that I purchased at this location as one of stores handle by roof team. I'm helpless and frustrated to find out ways to resolve or contact someone for help. I was shocked that I just found out the link above that I'm not alone with many scams and issues on roofing from Home Depot. I am busy and normally don't have time to write such review, however I can't stand on the issues on roof that I am dealing with Home Depot such that they totally ignored the leaking issues at my house for several months.
The salesman from Home depot on roof acted nice to me with sound good deal with discount on price and so I totally trusted him without checking their reviews or comparing with other companies. He initially recommended me to buy the most expensive roof with lifetime warranty, he showed me the brochure of the roof with blue color which distinguishes from lower quality with brown color which he installed on my neighbor's roof.
However, after they installed my roof, I found out that it looked like my neighbor's roof with brown. I suspected and made several calls and found out from one person from their ordered team as he said that my materials were incorrectly ordered. After several calls and the manager seemed to cover up and didn't say anything or didn't provide anything and no way I can verify what my roof really is. I bought the most expensive and top line materials for lifetime warranty, I suspected they installed my roof with less quality roofing materials though I received the paperwork with lifetime warranty.
Couple months later, after storms and rains, the roof leaked worst at first time with sagging on drywall which part came off from the ceiling underneath the roof with bubbles on drywall on ceiling. I called hundreds times to customer service at center for about four months and they kept put me on waiting list for these month with excuses that they are too busy and not available any time sooner. I fixed the leaking ceiling while waiting for them to fix the roof. Then the leak came back again though less severe than the first time with stained on ceiling the same area underneath the roof. I also stopped by store several times and all they gave me some phone numbers at center to call and got nowhere rather than to wait.
Lately, after my several calls to customer care at headquarters and region to complain, then local installation manager Mr. Norris **, Jr contacted me then ignored me for several weeks with all excuses to delay. Then I called back to customer care at headquarters, and guess they contacted him, then he called me.
After dealing with him for about a month and half, he and his team (young Hispanic guys about teenagers or 20yrs) who barely speak English came out and checked on my roof then claimed no issues on roof and blamed for window all the way on top level at front. The leaking is at lower level on left and back where above is intersection of the lower roof on left of the house with the siding of loft area. And there is nothing above the loft area. It's ridiculous and intolerable that he excused for delay for six months with he's new about six months and his new busy subcontract roof company.
The roof issue doesn't automatically go away without fixing it, and it doesn't get better with times, only get worst and it's critical as water can create mold. Once it leaked, it will leak again, leak more during first hard storm and rains but will leak more if storms and rains come back. I had plumbers rechecked my house again and they pointed out to me that it's clearly the leaking issues from the lower roof on left. I called and emailed Mr. ** again and told him this, however he's totally ignoring me and didn't contact me back. So, I was frustrated over roof issues and I am stuck with Home depot not fixing leaking issues as I can't get other company to fix it, otherwise, my warranty will be voided.
So, lessons to learn that Home Depot doesn't care customers after they got your money. Three screenshot of 4 stars reviews on their home websites were scams. No way you find out their contacts or their bosses to report/contact issues from services and products. Don't waste your times and money to do roof with Home Depot. You don't save money while you have to deal and stuck with bad roofing team and third parties with inexperience who don't care customers and don't want to take responsibility to resolve the issues. For integrity and improvement, HD should have real reviews at HD homepage and should have clear process to followup the status/issues and able to provide contacts and help customers ASAP.
ALLENTOWN, PENNSYLVANIA -- I agree with all the negative reviews on this site. NEVER buy an appliance from Home Depot unless you plan to do delivery and installation on your own. It appears from the reviews and my own horrible experience that Home Depot turns over the "delivery and installation" to 3rd parties that are not competent or even honest and some actually, as in my case, have employees that are actual thieves. In PA the culprit is RAS delivery. After 3 trips out to my home my oven wasn't installed and half of my old oven wasn't removed. I had to have my goddaughter's boyfriend and friends dismantle the old stove to make it light enough for RAS to take that part away. The first 2 crews flatly refused to haul away the 2 level oven.
The first crew actually damaged the new stove and then claimed they couldn't remove the old oven without putting the new one in which they couldn't do because the new one was damaged. The second crew claimed the old stove wouldn't fit through the door (a lie) and that the new oven also wouldn't fit. When I suggested they remove the oven handle (2 screws) they told me that the handle didn't come off. Actually when I finally read the manual it turns out the oven door actually lifts out and off without unscrewing anything. The 2nd crew did drop my new oven in the back room of my first floor and then stole a new 20V Dewalt impact wrench with a 4 hr. battery on their way out.
I called Home Depot Appliance delivery support service and carefully explained the situation. The best they could do was send a 3rd crew 7 days later. The 3rd crew arrived and told me they only had an order to haul away the old, now dismantled old oven but had no order to install the new one. At first they told me the same lie about the ovens not fitting through the door. But finally, moaning and groaning they did haul away the 1/2 of the dismantled oven. They refused to take away the top half of the old oven. Again complaining all the while they did take the new oven up the 1 flight of steps to my 2nd floor kitchen but refused to install it.
I called Home Depot support again and was told installation was not included. And installation was easy because of the color coded wires. I checked the website and installation is included and the cord the 3rd crew left was not color coded. Fortunately the same people that dismantled the old oven installed the new one. So all I am out is the stolen tool and the cost of 2 dinners for my goddaughter's friends. A total of about 200.00 dollars. By the way when I took off the handle (before I knew the door lifted out) the front cover came away revealing surface rust on the inside panel of the door.
All in all I would rather cook over a fire in my backyard than order another appliance from Home Depot. Based on the reviews on this site and other sites my opinion is the same as the overwhelming majority of consumers that have made the unfortunate mistake of thinking that a big chain like Home Depot must be consumer friendly.
AVON -- I purchased 5 appliances at the Home Depot - Avon, Massachusetts about 2 weeks ago! My purchase was LG which it's GE. On the same day of the purchase the delivery was set up for Saturday June 9, 2018. My husband did not work that afternoon due to the delivery!
My delivery time was set up for 1-5 and I had a bad feeling that something was not right! The reason for that is, I called right before 5pm to make sure they were on their way, but I did not get any answer. I kept on calling for about 45 minutes. Still no answer. I decided to call Home Depot, they answered but they had to transfer me to the appliances dept. When they answered, they looked up my delivery status and I was told that it says 1-5.
Right after that call, I called Spirit customer service center, someone answered but for some reason she couldn't see my information, then I was placed on hold for about 15 minutes and in between she kept on coming back to tell me to give her few more minutes to check up on something! When she returned, her response was "Sorry but you are confused." I said confused about what? She said, “Your delivery is scheduled from 6-10 pm”, I said, “What??? Are you looking at the paperwork that says Delfina?” She replied yes!
I said, “Listen to me, I knew from the start that something was wrong because the delivery team did not call me half hour before the delivery time and now I'm told that it'll happen between 6-10 pm”. After that she spoke with me and told me that my delivery was #17 and that they were at delivery #10. After I had explained to her everything that was wrong with this delivery, she placed me again on hold! When she returned, I told her I had to go down the Street to go help feeding someone in which I volunteer to do so every Saturday!
I asked her what town they were at, she told me Norton, MA! She told me to go ahead and go feed this person and she specifically told me not to worry about nothing that the supervisor is well aware of what's going! Also she told me, on their way before delivering my stuff, which they had to do anyway because they changed my delivery time and I will get a phone call half hour before the delivery and that they'll wait for me!
Well, right after that conversation with the lady, I left my house and right about half way to where I was going to, I got a call from a nasty lady named "Ashley" that the delivery team is waiting for me outside my home! I said to her that I was told they they'll call me half hour before they arrive, she did not answer me! Then she told me well, “I'll give you 15 minutes the most”, I said, “Okay, I'll be there!”
When I arrived on time, they were gone or weren't there in a first place! I had disconnected all of my appliances, they were all outside for about 2 days and still till today 06/12/2018, I do not have my appliances! I was told on Monday 06/11/2018, that I'll get my stuff on Thursday 06/21/2018. I cannot cook, I had to go get my dishwasher outside to hook it up again due to the water that was draining from its original location due to not having a shut off valve for the dishwasher. Water everywhere!
The delivery team changed my delivery time and my house is a mess due to this stupid delivery and I am spending money for food and other unnecessary things that I shouldn't have to. This will be my last of any stores that has "SPIRIT" as a their delivery company! They were also nasty to the Home Depot employees! Their customer services sucks and they can never compare their company to be one of the best!
That's why I love "JORDAN FURNITURE". The best company out there and I wished that they had appliances! I do not blame Home Depot at all, it's not Home Depot fault. It's SPIRIT DELIVERY FAULT! Spent $4,404.00 in total and the company shouldn't have been GE/LG. One day they'll realize what their employees are doing to the customer from their home office all the way to their warehouse! Thanks GE/LG!!!
ATLANTA, GEORGIA -- Due to a lack of in-store choices on a replacement sink for our powder room, we had to order one online. The one my husband chose with a very nice design to it was not inexpensive and there was NO indication that this sink would not fit into a "normal home powder room". Even in reading the specs, there was nothing that led us to believe that this sink sat so close to the wall that the current plumbing would not fit into it correctly. The main pipe coming into it would have to be cut down to fit properly and the drain stopper both rubbed on the inside and dug into the wall behind it.
After paying for the plumber to start installing this, we decided there were too many issues with it and had to have him come back to uninstall this one and install the replacement we found. I contacted Home Depot to let them know of the issues and suggesting that the proper thing for them to do would be to send out an installer, for this 2nd one, at no cost to us. They refused. Then I suggested they pay the very low cost of our plumber for the re-install, and they still refused.
The person that I was in contact with seemed to NOT care in the least about their customer relations or trying to make the situation right, even though this was caused by their website not having a full, proper description of the item. On other sites, they clearly state the sinks are "small', or "tiny" or "full size", etc. Home Depot had no such words in the description and since the cost of this was more than many others, we had no reason to believe it may not fit in our small powder room. The least Home Depot should have done to make this right was somehow cover the re-install. We had to pay twice for their inaccurate website information.
CEDARTOWN, GEORGIA -- Ordered a microwave hood on August 6, 2017. Of course they never have what you want in stock, in Cedartown, Georgia. I had tried to order it online to be shipped to my home but was told I had to call the store for this. I called the store and asked them to order it for me and have it shipped to my home. They said they could no longer do that for some reason that I didn't understand. Something about shipping damage. My husband and I went in to the store in Cedartown and had them order it and of course I had to pay for it up front. It was supposed to be in on August the 10th and they would call me when it arrived.
A week later I went online to check the status of it and it said they were processing my order. Another week later and still no call. Today I checked online and it said they were still processing my order so I was angry, to say the least, so I called the store. They check on it and said it was sitting at the service desk ready to be picked up. It may have been sitting there since the 10th, who knows. I asked why no one had called me and the lady said that someone should have but they didn't. My husband has tried to tell me that the employees working there apparently come and go so often that they don't know about the products in their work area and/or don't care.
They are friendly but of very little help when you need someone you can trust to know what you are asking them about. I will no longer order anything from them. I'd rather pay more and get treated like a good customer with good service provided to me. After all how much trouble is it to make a phone call to me... I have an answering machine. Just leave a message. If I could rate them a zero then that is what I give them. Oh, and by the way Cedartown is not the only Home Depot I am talking about. We have dealt with the one in Hiram, Carrollton and another one or two and they are all the same.
COLUMBUS, OHIO -- I am a realtor and have an out-of-town client selling a local house. The house needed some updates due to being a rental for the last few years. I had my client order the materials online so he could make the payment. We scheduled a contractor for July 1-5, immediately after the tenants moved out. My client placed the order mid-June requesting a delivery of July 2. It turns out Home Depot uses a carrier that has an 8 day delivery window. When you order for a July 2 delivery, the estimated date is July 2-10.
Today I called and was told the delivery would be July 11th. I spoke to Christina in the Home Depot Resolution department. She did not give a hoot about our situation and spent most of the phone call telling me about their delivery policy. By the way, they supposedly suggest you don't schedule a contractor until after the materials are in. That is nowhere on the website and, Home Depot, I don't know when you last scheduled a contractor but you need more than a days notice!! I will never use them again after this experience.
ST. AUGUSTINE, FLORIDA -- Unit began making loud noise. Fan motor needed replacing, as well as control panel. Home Depot/Assurance Extended Warranty Company responded quickly, sending LG Technician within 2 days. Parts ordered and replaced within a week. It was labor-intensive, but Roger ** did all the work without problems. Excellent work. Unit working perfectly.
We have used Home Depot Extended Warranty plans on Dish Washers, Laundry units, AC units, Ranges, and Refrigerators for 30 years. We operate many rental units, so we need dependable and prompt service. Home Depot does not disappoint! All-too-often consumers only write when dissatisfied. It is a pleasure to write a positive review!