Home Depot: Excellent customer service

My husband and I purchased an older home that needed renovations. We ordered $4000 worth of kitchen and bathroom cabinets from store 0261. We had problems from the start and should have run the other way from the beginning. We finalized our order and paid for the cabinets on 2/18/07. After paying for a professional measurement to save 10% off our order the problems started. First the guy was over 8 hours late with no phone call. He had to buy a new truck before coming to his appointments and did not bother to call anyone to cancel his appointments.

The store called to let us know they had our measurments in addition to the ones we did that were accurate. To make a long terrible bad experience story short. The first set of cabinets that arrived for the bottom of our kitchen were completely the wrong sizes, two short, sink base all wrong. They send someone out to see it and reorder what they think are the correct cabinets. Weeks later they arrive and now the cabinets are wrong again. You can’t open the drawer without opening the oven door first. They send someone out again they put in another order. All the while picking up our old cabinets and not crediting my account.

4 months later we finally have those cabinets and a $900 balance on my account for everything they screwed up on and had to reorder. Meanwhile during this time my husband had taken hours and hours off of work meeting people to pick up cabinets and come out and remeasure. People who delivered cabinets to the wrong address even though we confirmed the address the day before. Delivery people then driving by the house and leaving while my husband stood outside waving at them. I spent my vacation time at the house awaiting pick ups. We can’t move in now because we have no kitchen and can’t buy counter tops without the bottom cabinets being correct. The story goes on and on…

After the first order was wrong we asked for our measure money back and the store agreed because a plan check never happened like it was supposed to. The kitchen person who did our order on longer worked there… And I could never get my measure money back because I had a balance for cabinets they reordered wrong.

During this time my husband was speaking with asst manager who apparantly was doing nothing about all of this inconvenice for us. Never calling us back, never talking to his boss, not doing anything to get the $900 balance off of my account and not addressing the fact that 4 months later we want some type of compensation for all of the bad service we have received. Not to mention we still have not been given our credit or an aplolgy ever…

Not once did anyone make an effort to deal with our problems or follow up with us. We constantly had to waste our time calling the store and trying to reach a manager.

In the end I am being told the manager over the kitchen area Linda that “this is what I should expect with any home renovation”. This e-mail does not even give you all of the details and our time that was wasted throughout this ordeal…

The manager didn’t have anything to say when I said I would never step foot in her store again. I am adamant about sharing my story with everyone so no one will have to go though was my husband and I have gone through. When I signed the kitchen paperwork nothing said to expect to be treated terribly and to expect bad service. When I told ‘Linda’ that no customer should ever be treated this way she had absolutely nothing to say. I am appalled and everyone I speak to about this experience is too.

Margaret and Trevor R.

I spent almost $30,000 at Home Depot’s Curity store in Toronto, both in product and install services. To date, the experience has been nothing but nightmarish. The contracting team hired to do the kitchen did a slap-dash job, with tiles turned the wrong way round, drywall irregular and bumpy, grout mixed so poorly in just four months it is already lifting from the floor. They mis-ordered cabinet doors and then even when they knew they were the wrong colour (i.e. did not match the rest of the kitchen cabinets!) installed them anyway in what I can only assume was a belief that the customer is one stupid animal and won’t know better. There are many more instances of jaw-dropping incompetence, one of the best being when Dave of Compleat Kitchens, the outfit assigned to renovate the kitchen, took off a pre-existing pantry fdoor and where a hole was left in the frame where the latch once was, slapped a jar of putty on my counter and constructed me how do to apply it — and after I sopent tens of thousands of dollars! Repeated complaints to the the install depatment at the Toronto Curity store have been largely been with silence and, worse, declarations that the manager wopuld get back to me and here it is six weeks later and still no call back. I have had defective product as well and am still awaiting refunds. In conclusion, tell your friends! Home Depot does not live up to its advertising: You Can Do it We Can Help? How about You Can Screw It We Will Help. Best,

Deirdre in Toronto

I spent almost $30,000 at Home Depot’s Curity store in Toronto, both in product and install services. To date, the experience has been nothing but nightmarish. The contracting team hired to do the kitchen did a slap-dash job, with tiles turned the wrong way round, drywall irregular and bumpy, grout mixed so poorly in just four months it is already lifting from the floor. They mis-ordered cabinet doors and then even when they knew they were the wrong colour (i.e. did not match the rest of the kitchen cabinets!) installed them anyway in what I can only assume was a belief that the customer is one stupid animal and won’t know better. There are many more instances of jaw-dropping incompetence, one of the best being when Dave of Compleat Kitchens, the outfit assigned to renovate the kitchen, took off a pre-existing pantry fdoor and where a hole was left in the frame where the latch once was, slapped a jar of putty on my counter and constructed me how do to apply it — and after I sopent tens of thousands of dollars! Repeated complaints to the the install depatment at the Toronto Curity store have been largely been with silence and, worse, declarations that the manager wopuld get back to me and here it is six weeks later and still no call back. I have had defective product as well and am still awaiting refunds. In conclusion, tell your friends! Home Depot does not live up to its advertising: You Can Do it We Can Help? How about You Can Screw It We Will Help. Best,

Deirdre in Toronto

I received great service at store 6681 (Lompoc) today from Heather in the nursery department. She was so helpful, much more than I have received at any other Home Depot. She and Raelani helped me load heavy bricks into my car. Both girls should receive an employee award.

No, I do not know these two but am glad they were there.

I have a story which has been going on since last November with homedepot store in Mansfield Ma. I order cabinets for my bathroom on Nov 12th after waiting more than an hour while one of your employees went to lunch. We ordered the cabinets that were to be in 4 to 6 weeks. When they came in after about 8 weeks they were damaged to the point that we could not use them. We reordered them and waited another 6 weeks for the new ones. When they came in on of the mirrors were broken another would not fit the cabinet and the draw fronts were damaged I had to make 4 trips back to the store an try to make one good set of cabinets. When I stalled the base cabinets and after I had installed the countertop I found damage on the lower front conner of the vanity cabinet so my wife went to the store crying Ellen the specialty manager told us to come back and reorder another set of cabinets from a different company so we did. When we were there I told her that I would reuse the countertop as long as I had no problems taking it off and she said ok. we reorder the cabinets and when these cabinets came in the draws had moved and damaged the front of the new cabinets we call and the sent a rep over we offered to have somebody to come in and redo the fronts but his boss said no. So we had to reorder another set and wait finally when these came in they were ok but when I went to take the countertop off it cracked When I went and spoke to Ellen she said that home depot was all done doing anything for me after she had told my wife that we would be taken care of after all we had been through. So I went and asked for the store manager and was told that that store did not have a a manager at that time. I contacted the corp customer service and was told that Ellen had made the decision and there was nothing else that could be done I asked for a superivsor to call me back and never recieved a call. As of today I still have a cracked countertop and my bathroom is still not done. I own a couple of company’s the we have built on loyal customer service and have been very disappointed in the customer service we have recieved from your company. If you even respond to this you can contact me at 617-645-1008 cell or by email bshawauto@aol.com

Thank You Bob Shaw

At the Lompoc store, I once again received great service in the nursery department. This time Stephanie was the person who went out of her way help me with some decorative bricks. She helped me load heavy bricks despite my protest they might be too heavy for her.

I hope management reads these comments and rewards these fine employees.

In building an enterance to my driveway, I have made several trips to your Lompoc store. Each time the nursery department comes up with someone who helps me beyond just “doing their job”. I am writing these letters in hopes they offset so many complaints you get every day and that these employees will be recognized.

I noticed that I’m taking up a lot of the space on this program, but I really appreciate these people. I have gone to other Home Depots and never had the experiences I have had at the Lompoc store. Heather was once again there with a smile ready to run a fork lift out to my car and help load heavy bricks into my car. This time Kedi (hope the spelling is right) came out, and he helped.

Over the past year we have made several purchases from College Place, WA Hope Depot. We have good service most of the time, but our best service and knowledge has come from Curtis in the door department. We have bought three doors on two occasions and he helped us with them all. In addition he has knowledge of other items in the store that others could not help with. Specifically, my 20 yr old son and I came in looking for siding, three people in the wood department told us they did not carry what we were looking for and suggest Tri City store as they may have it. Curtis walked by aknowledging us with a hello, how are you, is there anything I can help you with. My son told Curtis about the siding they did not have and that we were going to try the Tri City store. Curtis took us around to the next isle and showed us where the siding was and even loaded in onto the cart. They had it ! It hasn’t ended there. Everytime we shop at Home Depot it seems that he is always working. Always greeting customers with a unique hello and how may I help you that makes one feel they have known him forever and can trust his knowledge to be true. This is just breify descibing the wonderfull customer service we have received. Curtis you go above and beyond your with customer service skills and are an asset to Home Depot. Thank you ! It is staff like you that make a exceptional reputation for a bussiness and keep people coming back. Thats one reason we have spent several thousand dollars in the College Place store. Exception service.

Customer of Home Depot: - your return policy is up to store manager - read and discover first how your claim will be handle with producent of item you dream about it - have english-english translator ready by your side - have spare batteries (you needed if on hold) - have Prozac handy (for your frustration) - do you really need that item ? - Are you sure that your marriage can handle stres of bying at Home Depot? Sorry but all the above is NO for me, is not acceptable if you care you loose one good costumer this time for lifetime. For your information: stay away from Paloma tankless water heater for residential use.

Our air conditioner was making noise and the only person that really helped us out was this Sales Person named Larry who works in the appliance department, in our Hilo store. We didn’t know how to shop for a new one, but he was very patient and understanding. He told us that we needed to measure the old one on the wall (width and length). Then we had to measure the width of the room and the length to know how big of an air conditioner we could go. But he was a God’s scent and an angel. Thanks Home Depot for having a wonderful salesperson like him.

I have been trying to get Home Depot to resolve a bad product situation for 6 months with no luck. They are totally unresponsive and couldn’t care less. The patio door I purchased from them arrived with defects. To date I have received two shipments of defective repair parts and the latest shipment is defective. Quite honestly I am giving up and moving on in my life and will never do business with them again.

Calling their “customer service” representatives is a waste of time.

All they want is the money without any ownership of the sale.

Totally frustrated and worn out by this experience.

I went to Home Depot Kyle, Texas on January 27 to purchase a ceiling fan and I saw the one that i liked and it was $99.97 and had a tag that said “NEW” on it. So I looked on the floor and on the shelves and saw not one ceiling fan like the one that hung in the ceiling. I asked a worker of home depot about the fan and they called one of the workers that worked in that department and they looked like i did and didn’t see any. The next step was to the computer, well they went to the computer and low and behold only one store had 2 but the store was too far away. One of their mgrs. oofered to bring it to the store since they had to go past that way and they took all my info and said they would call at the time I wrote on the paper. The next day I got a phone call and it was one of their representatives and she stated that the St. Johns store actually didn’t have the fan, so I asked well what about the one you have in the ceilinig that says new and does it have the remote control. Of course, it wasn’t her place to say yes, crazy me for even thinking that. She said that she would ask the electrical department mgr and have her to call me, but she was off the next day and would call me on Wednesday. Wednesday I had to call them cause noone called me, the mgr just got in and is in ameeting and she will call you as soon as she got out. !hr 45 minutes later no call so I called and spoke with someone in electrical explained the situation from Sunday to wednesday. Maybe it’s on clearance he said, how ccould it be if it is new I said. He looked on the computer no it’s not on clearance, but we can’t sell that one too you after he states we have none and I knew that 2 days prior. I’ll have the mgr to call you and she finally did and she states it’s on clearance. Well that’s funny the other guy said it wasn’t and noone on Sunday said it was and if it was then why is the sign still saying “new”. Well it’s been on clearance since December, hmmm we are almost 3 days from February and she said the vendor never changed the sign. Well isn’t that your responsibility I asked, well you can’t buy that one and we can’t sell it and basically to make this long story short “YOU ARE S.O.L. ” 3 people before getting to the store mgr and he tells me 2 people already told you it was on clearance, he gives me their names and one of them i never even talked to. Phone disconnects, I call back and the story changes noone told me, but I just heard you say that 2 people told me, no it was a mistake he said. The MISTAKE IS I SHOPPED AT HOME “The POT” instead of Lowe’s… Customer Service 1st. Bah humbug. From the Store Mgr to the representatives they all are worthless. DON’T SHOP HOME DEPOT GO TO LOWE’S.…..

Dear Sir/Mam, We have been long time customers of Home Depot. Out relations started some 30 years ago in Atlanta. We have since moved to NC where we have continued to make many purchases with Home Depot. We have even travelled back to Atlanta to make purchases at Home Expo. We recently did our second kitchen remodel with Home Depot. The first was in Winston-Salem, NC and the second in Charlotte. The W-S project had some problems, but nothing like the recent remodel in Charlotte. As you know, redoing a kitchen is no small project or purchase. We had spent time making a decision about choices and moving forward with the project in Sept of 2007. It took a month to get the cabinets in. (Turns out that all the necessary cabinets and supplies were not ordered, or not correctly ordered, incorrect sizes, incorrect cobinets.)The whole project was a series of problems and messes and the project dragged out to the middle to the end of Jan 2008. There were errors in measuring, there were errors with ordering the wrong cabinets, not ordering some needed cabinets, errors in ordering appliances, error in odering of kits for cabinet doors on appliances,there were errors with not ordering needed cabinets and supplies and on and on and on. The so called installation is “complete” according to Home Depot. I never felt that Home Depot or it’s installers really cared if the work was done to our satisfaction, in a meticulous way or that they wanted to make us happy customers. The job we are left with looks very unprofessional and rigged together to just get done, although not correctly. We were told that the reason that there was a problem with measurements is that our old cabinets were from Canada and had metric measurements. I actually called the cabinet manufacturer in Canada and found that the cabinets that are made for US delivery are NOT metric but were done in inches. It was as though the Home Depot and their installers were trying to manufacture stories to make their errors justified. I am sure if you pull company records on this purchase/project, you will find out about all of the problems and errors. We purchased Thomasville all-wood cabinets thinking they would be of the same quality as that of the Thomasville furniture pieces we have in our home. But, the quality of these cabinets is not as I imagined and less than satisfactory. Less than a month after installation, paint has started to chip off. Our house is occupied by just my husband and me-no children, no teens.

The course of events surrounding this project has left a bad taste in my mouth about the way things were handled by Home Depot and store #3640. If you need further information on this complaint, please do not hesitate to contact us. We do expect a response. Thank you, Bob and Glenda Cashner, 6818 Seton House Lane Charlotte NC 28277. It is my hope that you are able to make us want to come back to Home Depot. We miss your “old” customer service and the fact that you at one time made sure that your customers are 100% satisfied. What happened? There is a Lowe’s across the street from our Home Depot store.

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I purchased a backdoor from home depot in the early part of March,2008. I explained to the service rep at the store that the only time someone would be home would be on a Saturday. I asked if it would be possible if the installer could come out on Saturday. The service rep. said yes. The installer called me 1 week later saying that the only way he could come is when he had more jobs to do on a Saturday. I waited 3 weeks and still no installer came. I called Home Depot to let them know that I was not satisfied. The installer who’s name was Marcus called on a Friday evening saying that he would be there the next day around 12:00 n and install the door. He didn’t show up at all. I called him and he said that he would have to reschedule because his boss had him to do something else. A month has gone by and still no backdoor. I called Home Depot again today 4/7 and spoke with the Service Desk Supervisor named Demika, I explained the situation and told her to take the door off my account. I was going to Lowe’s to get a door and I’m sure I would get better service. She was very nice and understanding and ask me to wait a few minutes and she would make a call. She came back on the phone apologized and said that someone would be at my home by this coming Saturday 4/11. The Installer’s suck at Home Depot on Flint Ridge Rd in Fairfield, AL. If it had not been for Demika trying to help and find out why my door had not been installed. I really was going to close my account at Home Depot and go to Lowe’s. My hat off to Demika. You need more people like her that really cares. She even told me that she would make sure someone would be out there this Saturday.

I purchased a backdoor from home depot in the early part of March,2008. I explained to the service rep at the store that the only time someone would be home would be on a Saturday. I asked if it would be possible if the installer could come out on Saturday. The service rep. said yes. The installer called me 1 week later saying that the only way he could come is when he had more jobs to do on a Saturday. I waited 3 weeks and still no installer came. I called Home Depot to let them know that I was not satisfied. The installer who’s name was Marcus called on a Friday evening saying that he would be there the next day around 12:00 n and install the door. He didn’t show up at all. I called him and he said that he would have to reschedule because his boss had him to do something else. A month has gone by and still no backdoor. I called Home Depot again today 4/7 and spoke with the Service Desk Supervisor named Demika, I explained the situation and told her to take the door off my account. I was going to Lowe’s to get a door and I’m sure I would get better service. She was very nice and understanding and ask me to wait a few minutes and she would make a call. She came back on the phone apologized and said that someone would be at my home by this coming Saturday 4/11. The Installer’s suck at Home Depot on Flint Ridge Rd in Fairfield, AL. If it had not been for Demika trying to help and find out why my door had not been installed. I really was going to close my account at Home Depot and go to Lowe’s. My hat off to Demika. You need more people like her that really cares. She even told me that she would make sure someone would be out there this Saturday.