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2455 Paces Ferry Rd SE, #B #3
Atlanta, New Jersey
United States - 30339-1834

Complaints & Reviews

terrible experience!

Dispute with Home Depot regarding payment for Defective Merchandise. Sub: Request for Cancellation of PO. I do believe that only a few bad apples among many Home Depot employees are the causes of many poor service complaints.

The Asst. Store Manager at a store created a problem for me. But the “Customer Care Center of Atlanta” could not prevail on him. That was their JOB.

Chronology of events:

I placed an order for an out –of –stock (they call it a special order) toilet system at Home Depot in Paramus on 3/22/2007. I picked up those items from Home Depot at Paramus on 4/02/2007.

As my bathroom remodeled was to come for work the week of 4/23/2007, I partially opened the toilet bowl box on 22nd April ( Sunday) and found a broken chip. On 23rd April I took that box to the store to get a replacement. They opened the whole box there and saw a bigger broken piece. The bowl is unusable. The Asst Store Manager Mr. Gautam Wadha first said that any return for special orders had to be within 48 hours. I was not aware of any such rules. [Maybe, he made it up.] Finally, he said that he could re-order the item but I could not pick it up at the store. I have to have it delivered to my house and any further breakage I will have to deal with the shipper. He said I had to pay $ 50 for the delivery. I protested , then agreed. The clerk while processing the order said the delivery charge would be $ 65 per the computer program. I balked to pay for delivery for an item which costs $ 143 and which I could pick up. But Mr. Wadha was insistent on that $ 65. I wanted to talk with the store manager, also wanted to know the name of the district/regional manager. He said he was the BOSS. Finally, he gave me the Atlanta’s Customer Care Center number .

I called Atlanta at [protected] the same day at 2.15 pm . Got John (X 78340). He said that he would take care of it and asked me to call him back at 5 pm. I did call that extension twice and left a message. After several calls to that extension on 24th morning and leaving messages, I called the customer care number and started the process again. This time I got Jacquice (X 78318). She said Carl was working on it and the case no was 4409725. Nothing was resolved. She would get back to me definitely. She did call me back in the afternoon. She did talk with the store manager Mr. Steve Whitman. Store’s position did not change. Atlanta office could not do anything. She said that I have to deal with the store manager directly.

I took all three packages back to the store but was unable to meet the real store manager Mr. Whitman. The same Mr. Wadha met me. I told him as I could not use the system, so I wanted to return the set. This time he said I have to pay re-stocking charges for the other two items and he would not take the broken item back nor would he give me any credit.

That exhausted my patience. I told him that

[ 1 ] I am not going to pay for a defective merchandise.
[ 2 ] I am going to stop payment with my credit card
[ 3 ] I am going to buy a similar product from a different store.
[ 4 ] I am not going to come back to this store.
[ 5 ] He should arrange to pick up the items from my house. I am not going to that store anymore.

P.S. I have put a stop on my credit card. I have already purchased a toilet bowl system from another store and installed it.

  • Le
    leo Sep 24, 2008

    notorious store with issues like that. I had a different experiance but just as anoying.
    Right now I am trying legel action against them. Their Atlanata center is useless, with call disconected and lack of ability to do much exept give information.

    0 Votes

misrepresentation and false advertising!

I purchased a silver birch just under a year ago. I left the tag on the tree so as that it could be identified just in case it didnt grow. Unfortunately it didnt survive. I tried to get a replacement this week May 2007 but was refused because I didnt have the receipt. I would like to point out on the huge signs in the stores it states" All live plants guaranteed for up to one year."Not a mention nor an inkling about keeping the receipt. Not only have they lost a 10,000 dollar a year customer but I will tell this story to everyone I meet.This IS Misrepresentation and False Advertising!!!

  • Da
    David Meyer Nov 13, 2007

    How would they know its less than a year old without the receipt... every store with that kind of policy will ask for a receipt to confirm purchase date.

    0 Votes
  • Ca
    Cassie Dec 17, 2008

    every store asks for a receipt. you need your receipt because people are dishonest. probably people like you.

    0 Votes
  • Ld
    lde234jd Sep 24, 2009

    your complaint is totally unreasonable and in no way is that false advertising and misprepresentaion. for someone who spends 10 000 a year at the same place, you would think that at least once you looked at your receipt and noticed the clause that says a receipt is needed for a return or exchange. i think it is common knowledge that a receipt is often proof of a warranty. you seem uneducated.

    0 Votes

lack of delivery service

This is a copy of the letter I sent 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 then 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 then 12 minutes waiting for some one 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 with in 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 [censored]ing 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 [censored]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 up 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 ###.
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 inflaming 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.

Steve Mansfield

  • Ap
    April Bocek Dec 03, 2007

    I do not like Home Depot any longer!!!!!!!!!!!!!!
    #1. I applied for a job there when it first went up. I am a female tile setter, and thought I would be a great asset to them. I called every day for 10 days and all I got out of it is "Well we will look into this for you and call you back". What did I get? Thats right NOTHING!!!!!!!!!
    #2. My husband wants to build a garage for all his tools so they are no longer in my house. I went to Home Depot to get an esstement on how much it was going to be, mind you I gave all the measurements and everything they needed. When I went in to see if it was done because I got no phone call after 5 days, they didn't have a clue as to what I was talking about. So the guy I talked to AGAIN said to give him all the info. I did, and I got a phone call saying that it was going to cost around $900.00. Well cool it was less than we had figured. So I go down to get the paper work on the plans (building inspecter requires them) and to give them the money. I started looking over the plans and it was so messed up I couldn't read them, and there was a bunch missing. It would have been ok if it was for a stupid tool shed.
    #3. This is the Big Fat KICKER!!!!!!!!! My brother in law bought a gift certificate for $500.00, because he knows how much we spend in there. And it was for X-mas. Well during all the constuction going on in my home it got lost (I think it got trown out with the card) So my sister in law called them and told them what happend and they told her that it was " NO PROBLEM" But wait it gets better. Some one called my sister in law back and told her that they can't do that even though they know it has NEVER been spent. Thank God they paid for it with acredit card because now they are going to dispute it and Home Depot will have to give them back their money. I hope this does not happen to any one else and if it does then fight them. If HD has an issue with this then OH FRIGGEN WELL!!!!!!! in less than a year we have spent over $6 grand in that place and they wont ever see another penny. April Bocek, 2049 Berry Ave,Sheridan, Wy 82801.

    0 Votes
  • Ma
    Mark Jan 01, 2008

    Wow, just wow. Big Corporations need to learn that the customer is KING or we go elsewhere.

    0 Votes
  • Ap
    April learn to spell Jan 18, 2008

    April, I think you need to learn how to spell. It is probably one of the reasons you did not get hired. Just an FYI.

    Good luck with the job search though!

    0 Votes
  • Ta
    taken_for_a_ride Mar 23, 2008

    Spell? You're probably one of those big corporate fat cats. This lady was getting screwed over and that's all you have to say is that she needs to learn how to spell? Amazing!

    0 Votes
  • Je
    Jesse Brown Apr 24, 2008


    Your complaint would have greater merit if the inherent racism it contains was not included (the language barrier comment, the Rio Grande comment). If you did not like the service you received from Home Despot then you should stop giving them your business. Do me a favor, however--don't go to Lowe's. I work there and don't want to deal with your sorry ###.

    I've dealt with people like you in the past and am willing to say that your experience was not as bad as you say. People like you think that by exaggerating their experience you can get free stuff. You know what? It doesn't work. You may have been disappointed by your experience, but there were probably 20 other customers that day who were very satisfied.

    Your complaint is dripping of elitism. I hope someday someone is able to knock you off your high horse and show you that you are no better than anyone else.

    Take care,


    0 Votes

return policy rejection

I purchased a low voltage transformer for $40.32 five years ago to replace one that wasn't working...

deceptive business practices!

Home Depot in Prescott, Arizona sent us a defective LG brand washer and dryer. The set was returned to the store approximately one month later when it was determined that there was no knowledgeable repair person in the Prescott area. This purchase was made on a 12 month deferred interest plan and approximately 10 months later, we were billed for the washer/dryer interest as if the merchandise were still in our possession, but not paid in full. Numerous attempts to have the erroneous finance charges removed did not work - one customer service representative after another seemed not to comprehend or care. Finally I asked to have my account closed and was told that to close the account, I would have to pay the erroneous amount. After paying the amount, I was then $52.45 overpaid on this account. In January, I found a representative who agreed that the account was overpaid and that I would be issued a check for the over payment. Today, I inquired a to why I still had no refund and was told that the customer service representative had checked with her supervisor and was told that Home Depot will not refund interest charges that are charged regardless of whether the charges are in error. I have asked for this policy in writing as I would like to have an attorney check the legality of such a policy. What do you think about what is clearly deceptive practice? By the way, after all this, they still have not closed the account as I requested.

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do not trust home depot at home services!

I live in Illinois, and contracted with Home Depot to replace my roof. Part of the contract said they would...

bad experience with homedepot.com

I placed an online order and was charged $50.81 for a 7 lb. box shipping via UPS ground. According to ups.com, the shipping charges should have around $8.00. When I tried to call homedepot.com's customer service 800 number, I went through their voicemail "tree" twice and both times the line was disconnected when I reached the "Please hold for customer service" message. This is not the first time I've had problems with homedepot.com but I can guarantee with absolute certainty that it will be the last. I am the purchasing agent for a company with 12 million dollars in annual sales and this company will NEVER give Home Depot another penny. I have asked all of our installers that buy from Home Depot to start going to Lowe's instead. If I can't get customer service from their online store, it reflects badly on their entire corporate structure and we will not be contributing any revenue to Home Depot in the future. I will also be certain to tell all of our customers and vendors of my bad experiences.

  • Valerie Jan 18, 2007

    Don't believe or waste your time dealing with Home Depot.com customer service. They are very inventive and have a different story to tell you every time you inquire about the "gift card credit" they are supposedly sending you. I was told that my request for an adjustment for an overcharge would be on my credit card. Then I was told that instead it would come as a gift card and I could expect to receive it in 3-5 days That was Dec. 13. Today is Jan. 17 and I am still waiting after being told repeatedly that it was in the mail.

    0 Votes
  • Ed
    ed gauthier Sep 20, 2008

    to whom it may concern
    i recently purchased an oscillating belt and spindle
    sander. i just went to buy sanding disks and i was told
    that YOU do not carry them. i was told sorry but maybe i could get them online. if i wanted to shop online i would have freaking bought the sander online .

    yours truely
    teed off

    0 Votes
  • Mi
    Michael Boyeson Sep 13, 2011

    The Home Depot on the Eastside in Madison WI provides kitchen remodeling. The service specialist walked us through the installation of a marble countertop (McDermott Top Shop Home Depot contractor). The specialist indicated that the marble did not have their 15 year seal warranty. We asked how often we needed to seal the marble. The specialist (HF) indicated the best determination was when a water bubble did not bead up, and that we would need to re-seal every 1-3 years. When the marble was installed, it was not of uniform thickness (off by a 1/4 inch that was clearly visible). I placed a water bead on the marble after it was installed, and it left a visible stain in less than a minute. The installer had indicated it was sealed prior to installation. When we called HD about this, they suddenly changed their minds and said the manufacturer indicated that the marble should not be sealed. We subsequently found out that marble should not really be used in the kitchen (their response was that they sell a lot of marble for kitchens) because it stains so easily from multitudes of liquids. Once the specialist had made the sale, she kept changing her story. At the time of the purchase she showed us the sealant to use for our countertop! The installation process was quick, but HD backs off on any responsiblity after the sale is made. This store specialist is simply not knowledgable enough to give meaningful and truthful guidance to the buyer. The vast majority of marble people do suggest you seal with an impregnating sealant. HD specialist and their contractor (which always referred us back to HD for resolution) did not stand behind their claims, but rather made up different stories as went through the process.

    0 Votes
  • Hi
    Hilope Aug 24, 2012

    The website is so slow it take 20 minutes for a web page to load.

    0 Votes
  • Pl
    playpiano89 Aug 24, 2012

    Haha. Must be your Internet connection or computer. I just went to the website and it takes a whole second to load a page.

    1 Votes

poor service performance

I paid $35.00 for Home Depot to come out and measure my porch door to install a fiberglass door. After taking my money and measuring the opening I am told that they do not have a fiberglass door that fits but they can put up a $1700.00 wood door. I told them I do not want a wood door and was not able to afford a $1700 door. Also the wood door is not even finished. I have to paint or varnish it. I requested my $35.00 returned because they could not perform the service. I was told it is non-refundable. That is such a bad customer service tactic and I feel a real scam. Take your money and not be able to furnish the product. I will never go to Home Depot again and take my word for it - Loew's is more reasonable in their prices and very consumer oriented. Home Depot is a rip off.

  • Ch
    Charles Morel Aug 24, 2008

    I also paid Home Depot the $35.00 and found out the normal $124.00 instalation was now going to cost $250.00. Said they had to build out the frame. This was going to be $90.00 more then the door cost. Just learned how there stock fell in these bad times you THINK they would of been interested in selling the door. Be interesting if they can eat those doors when times get rough. I bought the door form Lowes and installed it myself.

    Charles Morel

    0 Votes
  • An
    ann Oct 17, 2008

    My mom had a real bad experience at Home Depot. It was a nightmare. She's always wanted tile roof, so she went to Home Depot on a Friday and a man told her he carried it. The same man came to our house and made an estimation and came up with $13, 000 for it. But he said that my mom's house is an older house so it would not be able to hold a tile roof. ??? I 've never heard of that before since I've seen lots of older houses with tile roofs. There was a $1500 deposit made for it and he said he'll send out a contractor on Saturday to look at it and start working on it. Saturday rolled by and no one showed up. My mom kept on calling and he doesn't answer his phone nor was he at Home Depot. My mom calls him on Monday and he picked up the phone and said he was busy and was out of town, he'll send someone over later on the week to start working on the roof. It seemed like a scam because he kept avoiding our calls. I read over the contract and noticed in a small fine print that it same you can cancel within 3 business day and be refunded back. Finally, my mom was infuriated and told him that she was going to cancel the contract and get her money back. What do you know, he showed up 5 minutes later looking for my mom at home, but she had already left to work. Supposeldy he was "busy." Then we called the number for which the man works for and it was out of state!!! The contractor said that it's up to the "DETERMINER" to determine whether she gets the money back or not. I told him we cancelled the contract within that 3 business days and he kept on saying it's up to the determiner. She went to the bank and told them to stop her check. Luckily, the check was cancelled. My mom went back to Home Depot to complain to them and get something back. When the employee went to look for her name she was never registered on the computer but she kept her receipt to show proof. The employees didn't even know what was going on.

    0 Votes
  • Mo
    moncton1 Apr 03, 2009

    i just picked out hardwood flooring told them i wanted it installed it took 2 weeks for them to come measure when the installer went to pickup the flooring they had sold it. nice move homedepot ill go back to my local reliable hardware store. i am out 80 bucks and have no floor.

    0 Votes
  • To
    Tofu1989 Nov 20, 2015

    Home Depot's Door Service is lower than not satisfied, I advise you not to use this place basically a complete scam. I recommend Sears instead because if the door is not working they at least will call you back. The workers first of all had clearly had no training before hand I'm sure I could have done a better job. They put way too much spray foam so the locks were always jammed and they got their sticky fingerprints on the door which they recommended something to clean it which didn't work so I can never paint it. Plus they should have had to clean it for me so if I didn't work they would know that the door needs replacing. This morning I came down stairs to find water or moisture on the doors threshold. Which now gives proof that there is an air draft coming from the door that can blow out a candle. I have called the Home Depot to get them to redo the door and was told I would have to call the door service which I have ten times and have not received a reply. Finally someone called me back nearly a month later which is to late to ask a refund. She brushed off the door not actually being able to shut properly as I should pick the lock holes with a knife to remove the spray foam which had already attempted. I will never purchase anything large from home depot again unless someone actually replaces the door.

    0 Votes

employee ordered in inches rather than feet!

I ordered a replacement french door from the Home Depot on Elston in Chicago, IL through my contractor. The door was poorly made and didn't fit. When I tried to return the door because it was defective, the manager refused to waive the restocking fee unless I ordered another door. My contractor went back a few days later to reorder the door. The employee entering the order put the measurements in as inches rather than feet! My 6'2" high door was now a little over 5 feet! The door was in a box so my contractor didn't realize the mistake until he hauled it to my condo unit--the top floor of a walk-up 4 story. When I called the manager he refused to answer the phone. The operator told me I would probably have to come to the store and hunt the manager down since he regularly avoids talking to disgruntled customers on the phone. The guy in millworks and the manager (once I finally got a hold of him after dozens of calls) were emphatic that I had ordered a 5' door and I would have to pay the restocking fee and order yet another door. Neither the millworks employee or the manager could explain to my why anyone would order a french door that most people couldn't walk through! The mistake was obvious, particularly in light of the fact that the previously ordered door's specs were correct (even though the door wasn't made to spec) and that the measurements of the second door were clearly in feet and inches, not inches as the millwork employee had entered. So much for "you can do it, we can help!" The multiple mistakes cost me several hundred dollars and a lot of time that I will never get back. Never again! I will drive clear across the city to go to another hardware store in order to avoid Home Depot.

corporation with no responsibility!

I special ordered a black brick on 4/27/06 both in the traditional square and bullnose. I arrived to pick up on Saturday 5/13/2006. I paid and loaded one pallet and took to the job site. Ditto for 2nd pallet. Upon returning to load the third pallet I noticed no bullnose. I could not complete the job and made the decision to use red brick. The gentleman at the pro desk stated he would pick up the black brick from the job site so I could use my truck to load red brick and because I had workers at the site waiting for brick to build platforms. The gentleman gave me a full refund for the brick on 5/13/2006 due to their errors. He stated he would be out to the site that day to pick up the brick. He did not go to the site until Monday 5/15/06 and unfortunately they were gone. They than recharged my account on 5/16/06 for the two pallets.It says RECHARGE TO CUSTOMER on the receipt where a customer would sign. I contacted Citibank who is Home Depots creditor and they reversed the charges due to the facts. I then was recharged 1/17/2007. I contacted corporate APRIL who merely contacts the store and says it stands behind its managers decisions. That being that the employee was doing me a favor to pick up the brick and I was responsible to protect and I should of called Home Depot when he didnt show up. I say Home Depot should tell its customers its doing them a favor before committing to do something and where was the phone call from Home Depot to say Im not coming! I contacted Citibank and they state its between me and Home depot even though they are the ones that have to collect. Corporations with no responsibility!

no apology, no customer service follow-up, no anything!

It's one thing when the disconnect between a retailer's e-commerce engine and its shipping company results in a Christmas present going astray. But it's quite another when the product is one that you need to have in hand before winter comes in earnest. That's certainly how one reader felt when a series of mix-ups between Home Depot and HomeDirectUSA threatened to leave him snowbound.
"I live in southern California and recently purchased a house in the mountains," the reader wrote. "I've been trying to get it ready for habitation, and one of the things needed was a snowthrower for the wintertime. As you can imagine, there are very few snowthrowers available in hardware stores in southern California. So, I hop online, and see what Home Depot has available. They had a decent snowthrower available for about $500, and it was apparently in stock, so I ordered one."

"I received a confirmation e-mail almost immediately, and my credit card was also charged almost immediately," the reader wrote. "Two days later, I received an e-mail confirming that the item had been shipped and supplying the name of the shipping company (HomeDirectUSA), along with a tracking number. I clicked on the tracking information to see if it was in the shipping company's system, and, not unexpectedly, it wasn't. I figured I'd try the next day, as Home Depot had probably jumped the gun on the shipping information."

When the reader checked the next day, the tracking information was still not available on HomeDirectUSA's system. "Checking the day after, it still wasn't there. No problem, I figured -- I'd ordered things in the past through online retailers, and sometimes they show up before the tracking information is updated. After a week had passed with no information, I spent about an hour trying every online method I could find to track the item, to no avail. So, I called HomeDirectUSA to see where my item was. They did not have any record of that tracking number, no record of my phone number, my name, or my order. The person I spoke to said that Home Depot often made mistakes like this, listing HomeDirectUSA as the shipping company when in fact they had shipped by some other vendor."

"So, I called Home Depot, and waded through the morass of phone menus to reach a customer service person," the reader wrote. "They started off by telling me the exact information that I had from the Internet. When I explained that HomeDirectUSA had absolutely no knowledge of the order, they started looking further. After about an hour on the phone they admitted that they had no idea where it was, and would put out a tracer on the unit, and someone would call me back in two days. Life is hectic, and it wasn't until a week later that I realized that I still hadn't heard back from them. I re-checked online, found no new information, and called them again. After an extremely similar routine, I was AGAIN told that it would be necessary to send out a tracer, but since this was the second one, they would 'make sure' that it was sent out that afternoon, and assured me that I would be called back no later than 48 hours from the phone call. See any pattern yet?"

Yes, soon another week had gone by with winter storms looming but no snowthrower. "I'd had no phone call or e-mail with any news. I called Home Depot once again, and told them in no uncertain terms that before I got off the phone they would either give me full information as to where the unit was, or refund my money. It took quite a while, but they eventually gave me another tracking number for the same shipper, and absolutely assured me that it was enroute, and would be delivered within two days. Interestingly enough, the tracking number format did not even remotely represent the original HomeDirectUSA tracking number I'd had, having a different amount of digits, etc."

"The following day, I attempted to log on to HomeDirectUSA's website, and entered the tracking number. No luck. So I entered my phone number, and voila, it appeared! Success at last, I think (ha, ha). It was showing that the unit was supposed to be delivered the following day. Time passes, two days pass, and no unit. I call them, and they tell me that the final delivery didn't occur because the eventual final trucking firm did not have my phone number to schedule the delivery. (Remember, the only way I was even able to log on to find and track the item on HomeDirectUSA's website was with my phone number). They gave me the phone number of the local shipper, and I gave them a call. After some back-and-forth, they located my order and told me that they would call the following day to schedule the delivery. Don't know why they couldn't simply schedule it then, but ..."

Finally the trucking firm called the reader back and scheduled the delivery for the following Monday. "Monday morning I get a phone call confirming the delivery, and telling me that it's on the way," the reader wrote. "The trucking company is about a half hour from my house. No problem, I'm thinking this is finally over. The truck pulls up, and I go outside to get the unit and put it in my van. They open the back of the truck, and what do I see? The snowthrower, which weighs over 100 pounds, is in a cardboard carton that is marked very clearly with 'this end up' and 'fragile' indicators -- both in words and graphics -- which was important, since only one of the two delivery guys spoke any English. It's sitting on the pallet completely upside down. Did I mention that I had ordered a snowthrower? Did you know that the top piece of a snowthrower is a big plastic chute that is used to throw the snow in various directions? Did you know that gas-powered items that are shipped by special carrier are often shipped full of oil in the engine? I now know all of these things."

The reader knew however that the blizzards were still on their way. "By this point, I was completely exasperated, but I needed the snowthrower so badly (as it turned out, the snow season started about three days later) that I elected to take it as is -- you know, covered with oil, with the box destroyed by the oil -- with the caveat that if there were any problems, they were going to come back, pack it up, and take it away themselves. I was happy to learn that the manufacturer used strong enough plastic on the chute that it was able to support the weight of the snowthrower without breaking, but it was a mess trying to clean things up and get it working. I called both HomeDirectUSA and Home Depot to register complaints -- and make sure they knew that the unit might be coming back, at their expense, to them -- but have not heard a single word from either of them since. No apology, no 'customer service' follow-up, no anything. On the positive side, the unit appears to work -- but I will NEVER buy anything online from Home Depot again, nor will I buy from a vendor who uses HomeDirectUSA as a shipper."

  • Ki
    KingofOverkill Jun 06, 2009

    (To Overstock.com, who uses Home Direct USA for their shipping)

    I would just like to mention that I previously ordered a CA King platform bed from a company in CA that used Home Direct as the shipper. It arrived yesterday after waiting 1 month, including a delivery delay. It was warehoused in Santa Fe, Ca, for 6 days before it shipped, and came to me via a drop in Atlanta, GA, load, and drop in Columbia, SC, where it was scheduled for home delivery with me, and then re-loaded to come to my home. When it arrived, the boxes were TRASHED. Did I say "TRASHED"? The boxes were broken open and visible damage was seen to the wood components of the bed. Did I say TRASHED? The delivery driver noted that on his paperwork it indicated that it was received in Columbia, SC, "Damaged, and broken boxes". My waybill number was ZEExxx.

    The load was refused, and never even got off the truck. I would also like to say that the bed I refused delivery on was a few hundred dollars more than the one I purchased from you. Well, it so happens that today, I took delivery on the mattress I ordered for the bed. It looks GREAT on my bedroom floor. I'm wondering if Home Direct will do a better job this time?? I did discuss this with an Overstock.com rep on chat (Joel), and he said this could come out of any of a dozen or more warehouses across the country. Would it be an imposition to see if one could come from the nearest warehouse to me? I figure the fewer drops and loads, the fewer 800 pound gorilla's there will be to abuse my merchandise. Did I mention my waybill number was ZEExxx? Home Direct is a disgrace. Even the delivery at the house was like the driver's just wanted to get out of there as soon as they could. Given the condition of the merchandise, I guess I could hardly blame them.

    Now I wait up to 6 weeks again to see if this is another exercise in futility. I will be more than livid if this is messed up. The only reason I bought this is my previous experience with Overstock.com. I hope Home Direct doesn't ruin a good relationship.

    0 Votes
  • Th
    Thomas Runge Feb 23, 2012

    They are a bunch of idiot. After waiting a week for the delivery, I get the confirmation that it is in my area and then when trying to schedule the delivery, it will take another weak before they can deliver because nobody locally is available??? What a f..ed up business. At least I will never use them for our compnay.

    0 Votes

no money refund!

August 7, 2006 at Home Depot in Durango Colorado I ordered carpet for two rooms. I was asked to pay $100.00 and that I would be contacted later about the carpet installation. A man came to measure the rooms but I never heard from Home Depot thereafter about the delivery or installation. I called Home Depot and was told I had been "overlooked" and that I would be contacted later by an Expeditor, which never happened either. About three weeks later I called Home Depot again no one knew what was going on, so I asked to cancel my order. The man told me that It would take three weeks to get my $100.00 refunded. Presently it will be four months since I paid the @100. and no refund has been sent. My name is Linda Taylor, 4517 County Road 22, Cortez, Co. I am deaf so I cannot call normally, but through teletypewriter at [protected]. My email is ltaylor#fone.net Home Depot number in Durango Colorado is [protected]. Their address is 1301 South Camino Del Rio, Durango Colorado 81303 I do not have names of the people I spoke with. I did connect with the Home Depot manager, a woman, who assured me I was to receive my refund in 10 days. The other calls were made to a man in the flooring Dept.

mislead every time I had called the company

I had fallen behind on a couple payments for my home depot credit card. Once i was back on my feet i called home depot to make payment arrangements with them they accepted my payments and agreed on other future payment arrangements. I was recently sent collection notice . when i contacted home depot they told me they were not allowed to speak with me anymore about my account. I have been lied to many times by their customer service representatives in the Texas area i am not pleased with this company at all. I am caught up with my payments and am still receiving threating phone calls from their collection agency requesting full credit balance. has any one else experienced this with home depot.

another brand... won't be ge!

I purchased a GE Adora washer and dryer at Home Depot in February, 2006. The washer quit working on October...

rude and incompetent people!

The people at Home Depot - Sauve Street, Montreal, Quebec are rude and incompetent. Especially the manager and this useless fellow whose attitude borders on racism called nicola. i tried calling their office to tell them about the incident that infuriated me, and after 15 minutes of being forced to listen to their commercials. the line goes dead and they ask you to call again. they'll never see me there again.

I urge all of you never to get this credit card!

For all you credit card haters out there, I have a good one for you. I signed up for a Home Depot Credit Card...

home depot had sold my appliances to somebody else

I purchased 4 appliances from Home Depot in Biloxi Mississippi to repair our Hurricane Katrina damaged home in Long Beach Mississippi. I bought some of them on clearance. I paid for them and when I came to pick them up a week later Home Depot had sold them again to somebody else. They then offered me lesser appliances for the price of the reduced ones. Instead I returned all of the Items and I will never shop there again.

  • St
    stop crying Apr 26, 2009

    It is not Home Depot's responsibility to store your purchases for you until it is convenient for you to pick them up. Same day or next day pickup, but not a week. What did you expect when those stores were packed daily after the storm? I think Home Depot will survive without your patronage.

    0 Votes
  • Ta
    Tall David Jun 27, 2010

    I disagree. The fact was this person purchased the items. 4 items to be exact. For a store to sell of items you purchased is just wrong. I don't care how busy the store was after the storm. Those appliances needed to be put in a reserved section for the customer who purchased them.

    Why should you pay for lesser appliances, or receive things of a lower value when you spent your hard earned money on what you ordered.

    I see no reason why the warehouse could not have been called to have this person wait to get what they ordered. It'd be a pain, but it would have saved a lot of frustration.

    Even though it passed this is just a lesson that you should go the next day. Also man, have a little compassion. Hurricane Katrine was a terrible storm. Put yourself in somebody else's shoes, and think of how you might feel.

    0 Votes

carbide... you stupid mother-[censored]er!

I am writing to inform you of the absolute worst experience I have ever had in any retail store in my entire life. At approximately 2:00 pm on 9/17/2006 my partner and I visited the Home Depot store located at 1232 W. North Avenue in Chicago, IL with the sole purpose of purchasing a simple flow diverter for our shower stall. After finding a flow diverter and some teflon tape I approached the self-checkout aisle to check out. After about 5 minutes of attempting to get the unSKU'ed diverter to come up on the register, I saw an empty checkout aisle (at the time I thought I saw the light on as being "available") with three people standing in front of the register, so I said, "The hell with self checkout, I'll just go to a cashier." My partner remained standing at the self checkout, then moved behind the cashier's stand I spotted. As I approached the cashier I thought was open, I set down the items on the belt. At that point, one of the cashier's pointed out the register was closed... So I said, "Sorry... I saw three people at this register, so I figured someone was working here". I then grabbed the items and moved to a cashier directly behind this register.

Shortly thereafter, I heard my partner get into an arguement with one of the women at the register I just approached, and no sooner than this happened, he asked for the manager to come over. The cashier was an African-American named Kim. Well, apparently when I made my comment about thinking the register was open and turned my back, she said, loud enough for my partner to hear (since he was standing at the end of the register, and not in Kim's line of sight)... she said, "You smart mouth mother-[censored]er!". As I mentioned before, I did not hear her, so I continued to try to purchase the diverter whilst my partner requested to speak to the manager. He did this after confronting Kim about what she said, and she replied, "I wasn't talking to him. I was talking to her." To which he replied, "It's not about who you were talking to, It's about what you said. Get me your manager." Kim then proceeded to get on the phone and make gestures that could only lead an observer to think that she was vividly describing her point of view on the situation to sway any prejudgement that the manager would make. The manager aggresively walked toward my partner and asked what the problem was. The manager's name (or the person who was identified as the manager) was named Chris. My partner explained the situation, obviously agitated. The manager then put his finger in my partner's face and in an attempt to intimidate him said, "FIRST of all..." That was all that it took for my partner to know that dealing with these people would not help the situation. He then asked for the number to Home Depot's corporate office, so that he could effetively lodge a complaint. He was then denied that request, but if he wanted to he could wait for the manager to run and get the "Customer Care" number. I ended up not purchasing anything not just because I learned of the staff insulting me behind my back, and unknowingly in front of my parter, but also because it was taking entirely too long to ring up the diverter - what should have been a 5 minute purchase turned into total fiasco. We left the store, got in our car and travelled a few extra miles to visit an independently owned Ace Hardware, where we were greeted with smiles and hellos upon entering the store. We asked the salesman where we might find a diverter, he walked right over and picked one out right off the peg. The whole pleasent experience took us all of three minutes.

This letter is to alert you of some severe personnel problems at this store. The manager's problem resolution skills suck, and the attitude towards customers who require assistance, not insults, also sucks. The cashier Kim should be summarily fired for insulting a customer. There is absolutely no excuse for that type of behaviour and obviously if her job makes her so miserable she has to take it out on customers, she would be better off somewhere other than representing Home Depot. Chris, the manager, handled the situation entirely wrong. As opposed to listening and resolving the problem, he chose to aggravate the situation and my partner by instanteously confronting him before knowing all the details of the situation. As a gay man, I get a fair amount of grief from friends for even giving Home Depot any business at all. It is common knowledge in our community that Home Depot hates gays. I think the manager's attitude towards my partner (who is pretty easily identitifed as "a gay man") proved this point. At one particular point as I mentioned above, I was under the impression he was trying to physically intimidate my partner by his aggressive body language and tone - solely because he appeared gay. I don't think "bullying" a customer whose point was to make him aware of a severe problem with one of his cashiers is called for, whomever they may be. Certainly the point of the manager is to manage and operate the store, and resolve problems. I resolved the problem myself, by walking out with no purchase in hand, and after wasting a considerable amount of time doing so.

I did manage to get a good laugh at a housewarming party that day after seeing one of their advertisements on TV... They had some commercial showing helpful Home Depot staff assisting clients on TV with some do-it-yourself clinics. I had joked out loud to about 10 other people, "Yeah, what you don't see is when they customer asks a question like, 'What kind of bit do I need for my router?", the Home Depot employee smiles and says, 'Oh, you need a quarter-inch carbide bit'. Then when the customer is 5 feet away they say, 'Carbide... you stupid mother-[censored]er!'"
-- that was the only good thing I took away from my experience at that store -- a joke at Home Depot's expense. I've been pretty loyal customer to Home Depot... I think buying about $2000 worth of power tools (and home furnishing) in the past two years would determine that. To date, Home Depot has offered a $20.00 for my grief and experience, I believe this to be insulting... the problem they need to solve is better train their managers (and probably overall staff), and fire the employee(s) who choose to greet their customers with obscenities, attitude and insults.

buyer beware at home depot! and to top it off!

On April 2, 2005, we spent $850.00 on new countertops for our kitchen. (Along with a new $432.00 dishwasher and $1399 in new flooring - which we installed ouselves).

When the installer, who was subcontracted by Home Depot, was finishing the installation, I noticed that the countertops were cut too short. (They had been measured by a Home Depot employee.) There was too much of a gap between my stove and the countertop.

I immediately went to Home Depot and told the kitchen department employees about it, and they advised me not to sign the form that I was satisfied. I returned home, and told the installer that I would not sign and he went ballistic! He called him employer and made a huge deal in my house, actually making me really anxious, as my 10-year old son and I were alone with this guy.

This guy was really angry and finally left. My husband immediately got involved. Home Depot sent out three people from the store who admitted that it was not right!!! They admitted it!!! Then Home Depot sent out someone from the subcontracted company and this guy would not admit anything - he just tried to say it was not cut too short.

In the end, after emails, letters, phone calls, etc., Home Depot gave us a $100.00 gift card - that's it! I know that they think we have gone away, but we haven't yet.

Buyer beware at Home Depot! And to top it off, the dishwasher is in the process of breaking - the door hinge gets stuck and it must be pried open.

What a mess - I'll never go back to Home Depot - I tell everyone that I know about this experience.

  • Valerie Dec 07, 2006

    Bought a Ryobi MultiTASKit Laser Level Kit on line 11/26/2006 for $9.99 3 days later it shows up as back ordered even though the CSR 5 minutes early said it was being filled.Two days later back on line being sold for 49.99 today back on the back ordered list I figure I will never see this item for $9.99

    0 Votes
  • Valerie Dec 08, 2006

    On August 5th I placed an order on HomeDepot.com. I had order 2 54 In. White Callaway Ii with Remote and High Efficiency Blades for a total of $321.10.

    I received the fans shortly after ordering them.

    On installing the first fan, I had one of screws break off. I called the Home Depot in Mira Mesa. The associate in the electrical depart told me that I should return the fan and exchange it for another one.

    I called Home Depot and started the process of my return. Home Depot sent UPS to come pick up the fan and told me it would be 30 days for me to receive my refund.

    I had also installed the second fan. The fan was very noisy. I had called the Home Depot in Mira Mesa again. They had told me to give the fan some time to break in. In the noise was not reduced after time to return the fan. I gave the fan 2 weeks. The noise was still way too loud. I called Home Depot once again to have the fan returned. Home Depot told me that someone would come by and pick up the fan.

    Two weeks had passed and still no one had come to pick up the fan. I called Home Depot on September 11th, 2006 to inquire why no one had come by. They had said that they were back logged it should take one more week. I also inquired about the other fan I returned. They stated that fan was not marked as received in their system. The called the warehouse and found that fan had in fact been received and that they would start processing my return. Once again they told me it would take 30 days. I was also told that 2 more fans would be sent to me to replace the fans I returned.

    Another week passed by and still no one had come to pick up the fan. Once again I called Home Depot. They had stated the reason no one came to pick up the fan is because the person who had done the original entry of what it was returned forgot to enter the reason why it was returned.

    The entered that the fan was too noisy and told me it would be a few days before someone would come to pick up the fan. I also inquired about the replacement fans. They told me that I need to place the order myself. At that point I was very frustrated with Home Depot and talked with one of their support managers. The support manager apologized and gave me 10% off of the replacement fans.

    UPS came by to pick up the second fan around Sept 29th. UPS had shown that they were supposed to pick up two fans even though we returning only one fan. The driver said it wasn't a big deal and he took the individual fan. At that point we thought everything was being processed as normal.

    A few weeks went by again. I called Home Depot again to find out what the status of my return was. They apologized for the delay and told me to give it a few more days.

    I waited till the beginning of October and called again. They apologized for the delay; they said they would do an emergency RMA and said the credit should show up soon. Yet there wasn't any return. I once again had called around Oct 20th. This time the support person said they would do another emergency RMA and I should see the credit on my credit card within 3 days. The 3 days passed and this time half of the amount $160 was credit to me.

    Once again I called several times and talked with several people. Each person had stated I should expect my return with in a couple of days yet I did not receive anything.

    I recently called Home Depot on November 28th, 2006. I was told the rest of my refund was not given to me because UPS did not show the package as received. I was not told this by any agent in the previous calls. I was continually told that I would receive it in full within a couple of days yet Home Depot had a problem with UPS. When the UPS driver picked up the package, as stated above, he expected two packages. The driver canceled the original track number and generated a new one. Home Depot did not have any record of this but neither did UPS. I was told that UPS would put a trace on the package and respond to me in a couple of days. I have been promised a full refund several times yet I still have not received a fill credit.

    I finally got frustrated and emailed the Director Customer Care Group. My email was given to a corporate support person. Once again the corporate support person apologized and told me that she would look into the problem. I was given a gift card for my trouble. She had said she would call me with status within 48 hours. 48 hours passed and no call. Finally four days later I received a call stating that I need to deal with UPS in finding the package because UPS had not record of it. After tearing apart my house I finally found the originally receipt from the UPS driver. I gave that to the corporate customer service person. She told me that I could either take a gift certificate for more money than what the return was worth or wait on the return. At this point I couldn’t take it any more so I took the gift card just so I would not have to deal with Home Depot.

    Stay away from HomeDepot.com. If you need to return something it will be a long painful process. Home Depot puts ownership of the return on the customer. You will have to make sure the product is picked up, keeping the tracking receipt in case they lose the product, make sure they make the product as received and then make sure you get your refund. It should not be this way. If you order something from other on-line stores like the Gap you can actually return the product to the store and be done with it.

    0 Votes

I almost hate looking at my floors!

I defintely won't be spending any more of my money with Home Depot!
I ordered linoleum flooring in Februaruy 2006 and they were installed on schedule in early march 2006. My husband and I loved it, they were beautiful and not exactly cheap! Almost $5000.00!
1 year installation warranty was included with the install. I really thought a company like Home Depot would stand by that!!
What was I thinking!!
A repair need that was the result of installers error,came up in June. I called them.... no problem they say, we'll look after you. It is now the end of October. 1 person has come to look.... but no repair has yet to be done! I got the run around, lots of return phone calls...... but still NO REPAIR!
4 months later I have a new phone# to call that the install department so kindly gave me ...... only an answering machine there! Talk about a brush off!
Never Again! I will shop with the little guys that might actually care about customer service!
One day I hope to have my floor fixed, probably by someone else.
If only I had read all the online complaints referring to Home Depot prior to purchase!
Now, I almost hate looking at my floors!

  • Br
    Bridget Nov 20, 2006

    A copy of email to: Home Depot, Tucson, Arizona (El Con store)

    I recently bought an Atrium front door through the Home Depot and paid for their contractor to install it. The door and install totaled approximately $1,800. The install alone was nearly $400.

    I should have known this was going to be a fiasco when I initially went to order the door.... On July 12, 2006, I went into the store on my lunch break and picked out the door. I paid the $50 fee to have the contractor come out and measure for the door. On July 19, 2006, I returned to the store to sit down with an employee and actually get the door ordered. I was there for nearly an hour and 1/2 and thought that the order had been completed. Over the next week I received repeated calls by various employees requesting information that had already been given to the initial employee I dealt with (the employees were apparently not communicating with one another), the door was FINALLY ordered on July 26, 2006. The information that was given to the employee ordering the door was that the door was to be natural, unstained pine construction on the inside and out (not metal clad) and that we were going to be staining the entire door and NOT painting it.

    The door finally arrived in the store in mid-August. I asked the person at the special order desk if I could come and look at it to make sure everything was in order before it was delivered and whether I needed to make an appointment to do so. I was told no, no appointment was needed, to just show up at the special order desk and they would take me to receiving to see it. I went to the store the next day on my lunch break and told the girl at the special order desk why I was there. She then proceeded to take 2 phone calls, making me wait for over 10 minutes. Finally, I was taken back to receiving, only to be told "oh, the door is behind a big stack of merchandise on a pallet". I requested that the pallets be moved so that I could look at it. Another 10 -15 minutes went by while someone went to get a fork lift. Finally, after nearly 1/2 an hour, I was able to look at the door. All seemed to be in order.

    I could not get an installation date until August 31, 2006, so the delivery date was scheduled for the day before, on August 30, 2006, so the door would not have to sit outside while waiting for the install. I spoke with 2 different employees regarding the time for the delivery. I informed the employee that I live 35 miles from where I work in town and that I would need the delivery to be sometime after 3:30 p.m. I was told that they could only narrow it down to a time between noon and 5pm. I informed the girl that I could not take 1/2 day off work to wait for the delivery and could they please work it out to be after 3:30pm. She told me that she would put my request down and she would have the delivery supervisor get back to me. I did not hear from the deliver supervisor. On the day of the delivery, I received a call at my work at 2:00 pm that the deliver driver was on their way. I told them that this was not the arrangement and it was supposed to be after 3:30. I was then told that since the driver was already on their way and would have to wait for an hour for me to get there, it would be an adidtional charge of $120 (on top of the $80 I was paying for the deliver). I asked to speak to a manager about that and was told they would call me back. I did receive a call back approximately 15 minutes later that they would waive the charge. I appreciated that fact, however, I don't believe I should have been "threatened" with that in the first place, since I made arrangements well in advance to have the delivery at a time that I could be there.

    The door was installed the next day. My husband took 1/2 day off work to be home for the installation. When I arrived home from work, the workers were just finishing up. I noticed that the trim on the outside of the door had a gap of over an inch all the way around the door where it should have been up against the adobe brick door frame. Also, they had installed brick mould trim rather than solid pine trim. Brick mould is is for painting, rather than staining, and I had given the information that we were planning to stain the door and not paint it. So, Home Depot had ordered and delivered the wrong trim. I pointed this out the workers, who told me that was the material they were given to work with. I also noticed that they had started to fill the gap on the inside of the door with WHITE caulk (the adobe is dark brown, the door is to be stained honey pine). I told them to stop and we would do the caulking ourselves with either clear or dark brown caulk. (We had to wait for the caulk to dry for 2 days and then dig it out and scrape the adobe to get it off). Lastly, the door has 2 sidelite windows that have screens. The screens were made too big to fit the opening for the windows. The installers took the measurements and told us they would give the measurements to Home Depot to order the right size screens. Also, the screen frames were constructed of shiny white metal, and did not match the threshold which is a dark bronze.

    The next day, I took photos of the trim on the door and the gap around the frame. I went to Home Depot on my lunch and delivered them to the special orders desk with a note asking them to call me so that we could have the installers come back out to fix the problem. I also inquired about the color of the screen frames and whether they could be ordered in different colors (I was not asked at the time I ordered the door what color I would like). I did not hear from anyone for a day, so Ifinally called. I was told, oh yes, I received the photos, we will have them come back out. I then inquried about the screen frame colors and whether they came in different colors. Her response was, "I'm not sure". I finally had to ask her if she could please find out for me and let me know. Several hours later I did receive a call back and was told that "the screens come in 7 different colors". I was amazed once again that I had to keep pushing to get the information that should have been offered from the very beginning of the ordering process. I selected the color I wanted and was told the screens would be ordered.

    The installers were scheduled to come back out to my house to fix the trim on the door on September 11, 2006, between 9 and 11:00 a.m. I took the morning off work to be there. At 8:00 a.m. on that day, I received a call from the installers that they were at Home Depot and they were given poplar wood trim, rather than the pine that was ordered. They were then told by Home Depot that "we don't carry pine" and that they would have to get the pine trim from another Home Depot store on the other side of town and they couldn't get it that day. Meanwhile, I had taken time from work and had to go into work late that morning and still my door was not finished. The next day, on Tuesday, September 12, 2006, I again took time off work in the morning. The installer arrived at 8:15 and finished the job. He told me that Home Depot had told him that the manufacturer told them the screens are the correct size (this was a surprise to me, as I was under the impression the screens had been ordered the week before!). This installer AGAIN tried to fit the screens, which were (still) too big for the opening. He took the measurements and told me he would give them to Home Depot. Later that day, I called and spoke to the special services desk and I was told that they had ordered the screens but it would be 4-5 weeks before they came in. I stated this was not acceptable, there had been multiple screw ups and could they please put a rush on them and let me know when they would be in? As of this writing (September 14, 2006) I still do not have an arrival date for the screens.

    I finally decided to contact the store manager, Bud Butterfield, to discuss all of the problems that I have had with what should have been a rather simple door installation. He had nothing but excuses to offer me and told me that he didn't have the details and should speak with his special orders manager. I told him that I did not want to deal with another employee and that is why I was contacting him, as the store manager, to rectify the situation. He informed me "that is not the way their process works" and that I needed to speak to this other person. I again told him I wanted to deal directly with him. He refused to help me, telling me I was more than welcome to contact his district manager. I informed him that I am planning on installing new tile throughout our house, as well as buying new appliances and asked whether my experience with this door installation is indicative of the service I can expect from Home Depot? He had no reply. I can assure you, I will not spend my money at Home Depot again only to go through the inconvenience they have caused and then show absolutely no concern for rectifying. It seems that Home Depot really doesn't care about the "little" consumer and their customer service reflects that.

    Tucson, Arizona

    0 Votes
  • Cu
    Customernotalwaysright Aug 03, 2009

    I definately agree that the Home Depot is very unorganized. I used to work there and there is definately a lack of communication!! I was a cashier and would desperately try and get help from staff on the floor and would get responses such as "can't you just get it for the customer?" Uh, no. I'm a cashier and cannot leave my till unattended, so why don't you do your job?!

    Unfortunatley customers would take their anger out on me instead of management who should make sure everyone is doing their appropriate job when the customer needs it.

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  • Th
    THDAssociate Aug 23, 2009

    I hate my manger at Home Depot - Charles Boarden. He is a dickless loser and will screw you every chance he gets.

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  • Ph
    phlegm Oct 23, 2009

    If you manager is "d!ckless" as you post, THDAssociate, then how can he "screw" you every chance he gets. I am assuming you were speaking metaphorically?

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