The Home Depot SSC

Home Depot corporate headquarters resolved this issue to my satisfaction. I will likely continue doing business with Home Depot as they have demonstrated a willingness to listen to their customers.

I wish I can give Home Depot zero stars, or even negative stars.
I ordered a refrigerator online for my tenants, scheduled to be delivered a week later. Simple right? Nope. I now see how the largest home improvement retailer in the country has absolutely no customer service, no accountability for their screw-​ups and an entire culture of preventing customers from contacting their executives to resolve issues.
Once I placed the order online 7÷8÷15, I chose the earliest delivery date, which was a week later on Tuesday 7÷14÷15. Upon finalizing the order, the website said I would receive a call the day before (Monday 7÷13÷15) with a window of delivery time. By Monday evening, I still have not heard from them, so I decided to call.
First, nowhere on their website does it show the hours for each department’s toll free #, which wasted my time going through all of the robotic prompts before being told they were already closed. Second, there are no «Chat Now» buttons if you want to do a live chat w/​an agent, even though that was an option under «Contact Us». Third, to follow up on an online order via toll free #, it asks for a work order #, that has different number of digits than the order # given to me by confirmation email. And there are no options to go back on the menu, it just hangs up forcing me to call back and go through all prompts again.
I spent well over 30 min. navigating around their site & phone system, finally a chat box pops up. I start a chat w/​an agent and inquired about my delivery time. She was unable to find my order, even though I gave her the order #. Then the chat box disappears and I get a message saying «Thanks for chatting with us» Did she just cut off the chat because she can’t locate the order. Understanding I can’t get through to anyone, I decided to give up and call the following morning.
The next morning 7÷14÷15, original scheduled delivery date: I called again, only to be transferred repeatedly… because again, no one can locate my order. After nearly an hour, they came to the conclusion that it was a «glitch» in the system and the order never made it to the delivery team … whatever that means. So now my tenants took time off to wait at home only to be told there’s no delivery.
After speaking to a few agents, they finally transferred me to an escalation department. Both the agent I spoke with and the one at the escalation dept. TOLD ME they can re-​schedule the delivery for the following Tuesday, 7÷21÷15 at the earliest. I said fine, but asked since they dropped the ball, can they try to bump the date up to possibly Thursday 7÷16÷15 or Sunday 7÷18÷15, since those are the days my tenants can be home. Both said yes, they will try but most likely, it would still be Tuesday 7÷21÷15.
On the morning of Monday 7÷20÷15, when I was about to call them, I get a voicemail from an agent named Omni Smith stating she was able to schedule the delivery date for Thursday 7÷23÷15. What just happened??? I thought everyone confirmed it was for Tuesday 7÷21÷15? Now she tells me it’s again postponed? And she sounded proud that she did me a huge favor.
I called back & spoke to Antonio & explained the problem to him. He placed me on hold, spoke to Omni and came back & told me she (Omni) had said Thursday 7÷23÷15 was the date I REQUESTED. Are you kidding me???
After spending an hour on the phone w/​Antonio, there are still no resolutions. He said he will try to escalate this matter and contact the delivery team & call me back in less than an hour, more like half hour because they respond quickly. After more than 4 HOURS, I get the call back stating they can’t do anything about honoring the delivery date they originally told me, and pretty much I have to accept it because there’s nothing they can do.
I cannot believe the quality of employees that are working at the Corporate Office, who can make such mistakes and do nothing to make things right.
One thing is consistent, no one wants customers to contact any of their executives. They all claim they don’t know who’s in charge, any execs’ names, emails or phone #‘s. This leads me to believe that it’s a Home Depot culture from the top, if HD screws things up, the execs don’t want to hear about it & just deal with it … or the «supervisors» every agent mention don’t want their bosses to know how incompetent their teams are. Either way, I am very surprised HD became so big in the US when they SUCK SO BAD at customer service.
When I called again to cancel the order 7÷21÷15, a girl said «But the delivery is scheduled for today 7÷21÷15», which is what it was supposed to be in the first place !! She then proceeded to place me on hold for 10 min., forcing me to hang up & call back again.
DO NOT order from HD online! You will never get a resolution to THEIR enormous mistakes. Go to
.

I wish I could give
no stars whatsoever. Beware of ordering anything online from Home Depot! I battled Home Depot for 1.5 months to be refunded $ 400 for an item that I purchased at
and never received. I originally ordered two items from
— One in the amount of $ 30 and the other in the amount of $ 400. Rather than sending me one of each item, I was sent two of the $ 30 item. They claimed that because I received two packages, they didn’t owe me a refund. I was on the phone for multiple hours with customer resolutions, corporate resolutions, customer care, UPS, and the employees at my local Home Depot. The local store employees bent over backwards trying to get
to refund me my money to no avail. The customer care rep pleaded on my behalf with corporate resolutions to refund me my money and they still would not do so. I finally contacted my local TV station and within 4 days, I was refunded my $ 400. It is frustrating that they did not provide customer service without pressure from a news source!

I’m not thrilled about the steps I had to take to get satisfaction, but I must update that after all of the attention I brought to not receiving my e-​gift card and having no reference to the call other than «Matt» and being made to feel like I was lying about a call I knew they recorded… they FOUND the call and the online supervisor who promised me the $ 338 gift card for my troubles! I requested a PLASTIC gift card in the mail rather than an e-​gift card AND I have his direct line and a confirmation number this time! If you are telling the truth it pays to be persistent!

Don’t believe a word of their online reviews. They select only the best reviews. I just tried to write a 1.0 review for Brilliant Maple Laminate Flooring 8 mm on the HD site. I purchased it because the laminate looked beautiful and the reviews on their site were glowing. My review was rejected by Home Depot. It wasn’t rude. It was truthful. While undoubtably beautiful, the floor scratches easily, is very slippery, and is not good for water or pets. So unhappy with their reviews policy, but know that good reviews sell and bad ones don’t. (This review is posted under this location because this is the corporate headquarters for HD).

Awesome company. Not only do they get taken by the same backdoor software that was used to steal millions of credit card numbers from Target almost a year earlier (seriously, shouldn’t Home Depot’s security department asked «Hmm.I wonder if we’re vulnerable to the same exploit used on Target…»), but now I get notice that my e-​mail address was stolen from their systems in a separate incident. Great, can’t wait to get all the new SPAM and scam e-​mails now. Thanks for taking internet and data security so seriously Home Depot!

Beware of HD’s «special financing» offer. They say all you have to do is spend $ 299 on your HD card and you’ll «automatically» get no interest for 6 months but that was certainly not true in our case. Let me explain.
On two different occasions, we carefully spent more than $ 299 specifically to get the «special financing.» As soon as we got to checkout, we told both cashiers we wanted the special financing. Well, the first cashier took it upon herself to give us a 5% discount WITHOUT EVEN TELLING US, which automatically disqualified us for the special financing. Um, really? Where is that information ever disseminated? There was nothing printed on the receipt in ordinary human language to clue us in either.
We also told the 2^nd cashier that we wanted the special financing, but she also gave us the 5% discount WITHOUT INFORMING US THAT IT WOULD DISQUALIFY US FOR THE special financing. Basically, these bozos don’t know the rules of their own special financing.
Three weeks later, when we get our bill, we realize we didn’t get the special financing. We immediately call the HD Credit Center and they refuse to fix it over the phone. They tell us we have to go back to the two stores and get the stores to call the credit center to okay the special financing. So we drive miles out of our way to the first store and spend an hour trying to get this straightened out.
Guess what? The HD store calls the Credit Center and the Credit Center still refuses to adjust our account. The manager gets on the phone with them and they still refused to do it. Finally, the problem was solved by «returning» everything (on paper anyway) and re-​keying the transaction without the 5% discount.
But this was only the first purchase! We still had to go through the exact same procedure for the 2^nd purchase! The 2^nd store was miles and miles away, and I’m sorry but we just don’t have the time to go traipsing around the universe at Home Depot’s beck and call. So, we just paid the bill in full.
We filed a Better Business Bureau complaint but HD’s credit center refused to cooperate. So now they have yet another unresolved complaint on their record. I also contacted HD through the CEO’s office and was contacted after a few days by one of their «customer care representatives» who was basically just another store employee, with no special training and no particular customer service skills. And he was a jerk. Defensive and argumentative. The kind of person you hope you never have to deal with if you have a problem with a business. So I told him to go stuff it. Was I wrong? LOL!
Anyway, Earth to Home Depot: FU. Hello Lowe’s! :-)
P. S. Be sure to read the «not recommended» reviews of Home Depot too for additional enlightening info about their low class practices.

This is a letter of complaint about the Customer Service of the Home Depot Store in Rogers, Arkansas.
Spring sprung and so did a couple of CD monies and we were all about remodeling areas in our home.
April 3 we bought the carpet, and the tile, plus 39 cases of Pergo laminate flooring. The following 28 April we bought all new quartz countertops and a new sink and faucet.
WHO WOULD HAVE THOUGHT IT WOULD TAKE A TOTAL OF 3 MONTHS TO REACH OUR GOAL OF REMODELING??? Therefore our poor rating.
Our tile was installed on 23 April, our carpeting was laid in 2 bedrooms the 28^th of April. The laminate flooring was delivered the 21^st of April. The installer for that flooring came in on the 28^th, pulled up all the old tile and carpet to start installing the laminate floor. WRONG! The flooring that sat here to acclaimate was rotten, wet, and moldy. Therefore, scheduling came to a halt. LIVING CONDITIONS WERE HORRID. WE HAD TO LIVE ON SUBFLOORING FROM THEN UNTIL THE 12^th OF MAY.
6 May the countertops were measured and template were to be in place. Delivery of this was scheduled for the 28^th of May. We actually didn’t get them installed until the 24^th of June. They company that were responsible for installation were terrible to work with and the one slab of quartz had a crack in it at the sink. AGAIN HORRIBLE CUSTOMER SERVICE.
Calling the people in those different departments didn’t help us out either. They did their work. They sold us on all the goods. They really could have cared less what we were going through to get the products we paid dearly for.
The above conditions were more than any one should have to tolerate. We are going to contact BBB people and make sure others have a ‘heads-​up’ notice of what to expect from such a large company when dealing with them.
We shall never darken the doors of this store.

Long story short-​Home Depot was contracted to remodel our kitchen. It was a disaster and we got a full refund (over $ 20,000) after not having a kitchen for 5 months. If you are having issues with Home Depot, file a complaint with the Better Business Bureau. We did and after MONTHS of jumping through hoops, calling, emailing, writing letters, etc. we finally had our money back.
Lessons learned-​DO NOT have Home Depot do a remodel job and use the BBB to help resolve issues.

I want to give Home Depot NO STARS!!! I decided to purchase a freezer from Home Depot Online. I paid about a hundred dollars more than Walmart. They offered free delivery and I thought they would have better customer service then them. NOPE!!! Online they give you an option of picking the date and leaving comments for your delivery. None of this mattered. The third party delivery service was a joke. They will continue to schedule times that you are unavailable even if you call them. The managers response is you can cancel your order!!! I bought a ton of meat for my new freezer to be delivered on the same day. Now I have all that meat going bad with nothing to put it in. Home Depot doesn’t care. I called into the online customer service to complain. They passed me off to GE, who in turn passed me off to the same idiots who are supposed to deliver my freezer. No one here cares about customer service, or the customer. They only care about taking your money. You are just a random number to them. I will never purchase anything from Home Depot again. What a joke and a waste of four days of my life I will never get back. Home Depot should move to Russia not America. Just another example of what big business has turned into and there lack of care or concern for the customers that made them!!!

Just add us to this long list of people ripped off by Home Depot. We tried to buy windows from Home Depot and have them installed by Home Depot. This proved to be a mistake similar to mounting a land war in Asia. I could relate the entire, unbelievable story of deceit, lack of communication, outright lies, stone-​walling, and BS that we encountered from them… but after 5 months of this saga, I am sick to death of it, AND of Home Depot. (Here is where a normal person would insert mammoth amounts of screaming and cursing, but I will refrain from that, and instead, take the high road.)
Finally, we received word that our windows were coming. Hallelujah! So, we found new installers (long, sad story), and rearranged our lives and work schedules for the big event. When the windows arrived and the work began… surprise! NONE OF THE WINDOWS FIT. They weren’t off by a couple centimeters… they were off by INCHES.
So there we were… our house was torn apart, and everyone involved (us, the installers, Home Depot) was completely frazzled. My wife and I were furious. And of course, our contact at the Home Depot corporate office (and almost everyone else at Home Depot) wouldn’t return our calls.
After all they’ve put us through, we think they should give us the stinking windows. Instead, we have to pay a trumped-​up price because the deceitful salesman lied to us and cheated us big-​time. Believe me, Home Depot runs a SCAM on their package deal to sell you the windows AND install them too. DON’T DO IT. Buy the windows yourself, and have someone install them. Don’t do their install package deal… it’s a total ripoff and scam.

This review is about their website as it pertains to their solar panel installation service. I have not yet scheduled an appointment, so this is nothing to do with the actual installation. Just the way the website is setup about it.
On their website, they talk about various advantages of solar power, and the professional way they do the installation, as in «this is why you should have Home Depot install your solar panels. We take care of everything, including getting permits, working with your power company.» etc.
Sounds great. «Click here to schedule an appointment online for a consultant to come out to your house and talk to you about it.»
Great. I click on «schedule an appointment online» and get a form that asks for my name, address, telephone number, email address, and average monthly cost for electric and also average monthly for gas. These are not numbers I have off the top of my head, so I make a wild guess. Even if you don’t know the numbers, you still have to provide the numbers, otherwise they won’t let you get to the next page. Hmm.
Ok, then the next page tells you a consultant will eventually CALL YOU TO TALK AND THEN SCHEDULE AN APPOINTMENT. Huh? Last time I checked, if you are talking to someone over the phone to schedule an appointment, then you ARE NOT SCHEDULING IT ONLINE. Bah. ok, whatever.
So then I immediately get an email from some automated system from a place called Solar City that thanked me for my inquiry and that someone would call me to ask a few «simple» questions and then schedule an appointment. What? These guys are NOT EVEN HOME DEPOT! The email even asked me to tell them who referred me to them. THEY DON’T EVEN KNOW HOME DEPOT SENT MY INFORMATION TO THEM.
So here it is at least a good two hours later and I’m waiting for someone who’s not even with Home Depot to call me to help me finish scheduling the appointment «With Home Depot online».
How much you wanna bet they ask me what my monthly average electric and gas bill is all over again.

Wow Im in disblief that a company the size as theirs has the worst customer service and complaint dept in the world I would have recieved much better response from LOWES, they have shipped me and its now going on the third time a toilet unavailible in their store and twice broken in a million pieces, LOWES has it in stock in store and thats one of home depots problems they carry the most basic items thats why most contractors say if your getting it for a jobsite you go to home cheepo, if its for your own home you go to LOWES and im finding its true in either case because home cheepo has no complaint dept worth a damn, Ive had a couple problems when I shopped at LOWES and they jumped on the problem unlike home cheepo sooner or later customers will get sick and tired of the cheap china made junk, the terrible response to problems and total lack of customer service, I switched to LOWES a few years ago and I not being to smart Am now in a huge problem with home cheepo and Am kicking myself for ordering from home cheepo, In closing If you buy from home cheepo you have only yourself to blame for the problem you will run into

This is a review for Home Depot corporate. My complaint is that they do business with cut-​rate 3^rd party shippers who could care less about their subcontractors. Recently I had a very bad experience with a custom order. The details don’t bear recounting — but the main point is that when the shipper’s subcontractor dropped it off at my home — they really DROPPED it off. They chucked it on my driveway, crushing one end of the box (marked «Fragile») and ran — without even ringing the doorbell.
Home Depot has the buying power to insist on better performance from their contractors — and accountability. That they fail so miserably in this area makes me reluctant to get anything else from them which I cannot pick up from a store myself.

This review is for Home Depot corporate in Atlanta. I like shopping at The Home Depot, and IMO, their selection and pricing is usually better than their closest rival, Lowes.
While most transactions at The Home Depot are fine, I’ve purchased many items at their stores and always find their selection to be decent, pricing to be fair in most cases, and their returns policy good when I’ve needed to return an item, as myself and others have mentioned in our reviews, dealing with The Home Depot can be a HUGE headache when you need something out of the ordinary like a special order, or need answers as to when an out of stock item might be available again.
While I’ve run into a number of situations like this when dealing with The Home Depot in the past, here’s one particular instance that I can site as an example: I wanted to purchase a vanity top which is sold by The Home Depot as a special order item. It’s advertised in all their stores, on their website and in their brochures in their bath department. It should also be noted that this particular vanity top is manufactured by Pegasus, which is a wholly owned subidiary of The Home Depot (go to Pegasus’ website, and you’re re-​routed to the H.D.‘s site).
I liked this item, so I went to the desk at the kitchen/​bath dept. at my local Home Depot and asked to order one. He entered my information into his computer, looked at me over his glasses and said «They have none in stock, it’s on backorder». I said, «Great, can you tell me when it’s expected to be back in stock?» He simply said «No, I can’t». I went home, looked that item up on their website, and it was also listed there as being out of stock. I contacted their «live chat» on their website and explained what I needed. I was told they couldn’t estimate when this item might be back in stock. I sent them an e-​mail. I got a reply a few days later, same answer.
I checked with a few kitchen and bath supply houses in my area to see if I could find another vanity top that I might be interested in, but nothing suited my needs like the one offered by The Home Depot. I went to my local store on ⁴⁄₃₀ and ordered one. The guy charged me for it, printed out my special order paperwork and told me this item should be ready to pick up on ⁵⁄₅. I called the store on 5/​5, and they told me the expected delivery date had now been delayed a FULL MONTH, and would not be available until ⁶⁄₅. On ⁶⁄₄ I called the store and was told that it would arrive on ⁶⁄₈. On ⁶⁄₇ I called the store and they verified this. On ⁶⁄₈ I showed up with a friend’s truck to pick up my purchase. Their response when I got to the counter? Oh, this has been delayed ANOTHER FULL MONTH, and will not be available for pickup now until ⁷⁄₄. I was LIVID! I called their corporate office and spoke with a guy who took all my information and said he’d look into it. Basically he and I played telephone tag back and forth (I left him several messages, but never got to speak with him in person whenever I called). He explained that the item was shipping on ⁶⁄₂₉ and woudl be at the store on ⁷⁄₅. I asked if they could offer expedited shipping for my trouble, since I’d been waiting 2 months for this item and had been issued several dates as to when it was expected to arrive in the store. This «resolution expeditor» called my cell phone on a Sunday and left me a message. I called him back within 10 minutes but he didn’t pick up. I then called him on Monday and again on Tuesday and left messages. I got no call back, and never got to speak wtih him, only got a voice mail each time. Finally on Tuesday afternoon, I got an e-​mail from him, saying he’d verified that my item would ship on ⁶⁄₂₉ and be received at my store on ⁷⁄₅. I replied to his e-​mail, asking about expedited shipping, even if I had to pay for it. No response. I tried to call him the next day and once again got a voice mail. This was really, really starting to become aggravating. I called their corporate office and spoke to another Resolution Expeditor who was much more helpful, understanding and had to put me on hold twice for a period of about 3 or 4 minutes each time, but when he came back on the line, at least he had some answers. He explained that my item had already shipped back on 6/​23, should be at my local Home Depot store at 8 p.m. on ⁷⁄₁ and I should be able to pick it up on ⁷⁄₂. Finally some straight answers!
Sure enough, I got a call on ⁷⁄₁ saying my item was in and I picked it up without any further headache, but wow, what a pain this process was! My item was delayed more than 2 full months from the date it was promised, they didn’t update the expected delivery date until the day I was due to pick it up (they did this on a few occasions), and their phone support is less than stellar, where they assign you to one specific «resolution expeditor», who, in my case, didn’t answer his phone or return messages in good time.