7 weeks ago I ordered flooring from Manteca Home Depot. 2 wks later when we went to pick it up it was damaged. It was reordered and two weeks later when we went to collect it the 2nd order was damaged. In the mean time, we had contacted Home Depot on a number of occasions to voice our concerns, but no one seemed to care because the store never made an effort to contact until I started getting really pushy and demanding a response in week 5. People promised to call us and didn’t, people called us to pick up damaged wood, we asked to see the GM in the 7th week and surprisingly he didn’t call; the list is extensive. Today the general manager Bill Newbold basically said that we should take the damaged wood and cut the ends off and he would give us 2 boxes free gratis. Nothing about the fact that we have been treated most unprofessionally by this corporation, that we have spent endless hrs trying to fix the problem, or that we still do not have flooring more than 7 weeks later, even though it has been charged to our home depot card for 7 weeks. We are closing our account and moving our business to Lowes. Even though we will need to travel to another town to the nearest Lowes we feel that we can no longer shop at a store that exhibits such little interest in its customers despite the Home Depot mission "to do the right thing" and "respect for all people" as outlined on their website.
I have worked for 15 years in the service industry so I know how to handle complaints and Home Depot Manteca do a really bad job at it. The front line employees are nice and helpful, but management needs some training in dealing professionally with complaints, to take responsibility, and to do so in an efficient manner. On the plus side there was one manager called Anthony at the store who treated us very professionally. Pity his boss did not learn some customer service skills from him.
We will never shop at Home Depot again, and will make sure we share our story with the many new homeowners in the area.