Atlanta, New Jersey
United States - 30339-1834
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."
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.
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.
I purchased a GE Adora washer and dryer at Home Depot in February, 2006. The washer quit working on October...
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.
For all you credit card haters out there, I have a good one for you. I signed up for a Home Depot Credit Card...
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.
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.
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.
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!
On september 9, 2006 I went to home depot at spokane valley, wa. I had regularly been spending $500- 700 week...
I was purchasing electrical supplies from Home Depot and could not find an item that I needed. I went to the "customer service" area and asked the woman behind the counter if there was someone in electrical that could help me. She said that she would call someone and picked up the phone and called someone. 15 minutes later I went back and told her that no employee ever showed up to help me. Again, she said that she would call them. I waited by the counter and listened to her talk to her co-worker about her weekend and personal matters. After 10 minutes I asked if there was anybody working in the electrical department and she told me that there was not anybody working in that department, but that she would try to help me. I was so frustrated that I put all of the items that I was going to buy on the counter and walked out and went to Lowe's.
My first experience was ordering cabinet knobs, the order got completely messed up and then I had to stand on the customer service line for a credit for almost an hour. I hesitated having any further contact but I needed flooring and decided to try again. I went into the Home Depot - 23rd St., NYC and Staten Island store and asked for Pergo laminate, when I could not find the color I wanted I was let to another flooring company and picked something out. When I got home, I realized I had been sold real wood instead of laminate. I accepted what I had bought but I am amazed at the incompetence of the organization.
I purchased over $5000 in Kraftmaid cabinets in Jan 2006. I filled out rebate form $300 and mailed in per instructions per time window. In March, I checked the status on the website and it said giftcard had been mailed mid-March. I never received it. I called twice in March and was told it was mailed. The second time, I explained that it had been over 10 days and I would have received it by then. Request re-issue of gift card because I had not received it. They said they could not reissue for 45 days. I waited well over 45 days. No re-issue. Called in June. They said it had been over 90 days. SOL! I requested to speak to someone higher. I was told there was no one else to speak to. I could e-mail customer service complaint. I did. NO RESPONSE!!! It's been 2-3 weeks now since I e-mailed.
I purchased a Briggs & Stratton Generator at the Home Depot on Watson Blvd. in Warner Robins, Georgia, May 2006. I sent all the info. to the proper office to get the $125.00 give card when you purchase a power produce. I have not received the gift card. Every time I call the numbers provided by Home Depot, a human never answers the phone. I'm tired of being told to mash 1 for this, 2 for that, english or spanish. When I finally talked to someone I was told our information submitted has been lost. I've decided to take the generator back and go across the street to Lowes! My cc for Home Depot will be cut up. Thanks Home Depot. You know how to keep your customers satisfied.
Home Depot's return of on on-line orders are unreachable. In May I ordered roll up bamboo blinds. The order was incorrect and they overshipped by 4 blinds. I sent them e-mails to which the response was they will contact me as soon as possible. Not sure of what time table they use, that was 2 months ago. Placed many calls to the 800 number only to hold on from anywhere to 15 to 30 min. When I reached a live person they said I would get a call in 72 hours, 2 months have passed no call. HELP!!!!!!
On 23 Jun I purchased a set of six outside solar lamps Model #[protected]. I installed the units on 24 Jun...
On June 1st, 2006 I placed an order on Homedepot.com. I had also placed other orders with different companie...