Comments

Comments for Home Depot: Excellent customer service

Excerpt: A simple call for information results in a very pleasant experience. Read the whole article…

mosaiegh
May 11, 2006 12:34 PM

I'm sure the people at 'Home Depot' *er-hum* will be happy to hear that. ;) Nice little anecdote...it always makes me smile when I get good customer service from large companies. And to add to the billion dollar company love-fest, I've always found--especially in my recent correspondence--Amazon's customer service to be rather excellent.

Jason
May 11, 2006 12:42 PM

Good for you. I've almost never met anyone at HD who could help out. OSH is better. (btw you mis-spelt Depot in the title...)

Raghu
May 11, 2006 12:42 PM

Jason??? I wonder how that got there!

Phil
May 12, 2006 1:11 PM

You got a lucky phone call or you have a good local HD. I've never had good luck calling them.

William G. Wenners
May 18, 2006 11:51 AM

On 5/17/60 i went to Home Depot looking for a pedelstal pump, they were out, but assisted me telling me the Portsmouth store had four in stock. When i arrive at the Portsmouth store they were also out. The associate who was assisting ma located a submirsable pump with a verticle float. I noticed thet the box had been opened and resealed. I was told that the pump was just checked out and was working fine. When i installed it i found out it was burned out. I took it back to the Somersworth store, they informed me of your policy of not accepting pumps for return. i showed the the sales slip that was just forty five minutes old. They checked out the pump and agreed it was indeed burned out. They replaced it for me, and it works fine. The Somersworth store and the Customer Service personnel are to be commended, on the other hand the Portsmouth store which by the way was a thirty mile round trip for me needs a lesson in customer service. I visited the Portsmouth store this morning and spoke with a store manager. He stated that the employees were stressed out by the demand of sump pumps. I can understand this since i was stressed out having to replace my sump pump while water was still pouring into my basement. This episode took an appoximately two hours. It should have been done in one hour if the Portsmouth store employee had been honest to me about the pump. The bottom line is i had several inches of water that i should not have had to deal with. This is a finished basement. Portsmouth store #3483, Transaction #3483 00056 20018 dated 05/17/06 @ 5:52 PM. Somersworth store#8931, Transactions #8931 00017 58168 & 58150 dated 05/17/06 @07:30 PM. Please respond to this email: Thank you for your time: William G. Wenners [contact information redacted -- Adam]

KINH LY
May 19, 2006 9:14 AM

your store have no customer service.i live only 2 block away from your store i go there many time but your store have no courtesy at all n i m tire of it please take your time and review on this matter ,because you will lost your customer like myself . thank you please respond

dennis karasek
May 26, 2006 8:59 AM

dear sir-excellent customer service. last year october 12.2005.we purchase patio set and umbrela-Riviera.in London ont.One of the chairs was damage [that we notice when we got home]imedietally I return this chair to the store,with asurance we going to get enother one.We keep asking every two weeks when we going to get this chair.The unswer is next week or this week,and this is going for 7 months.Before mothers day seasonal manager give us enother chair fromn diferent set,just to have a full set -temp.antill our chair will get to store.Season is hear almost year went by,and we cen solve this simple mater.We spend in your store 20-30000 dol.and never had this problem.COULD YOU CHECK WHAT IS GOING ON?Invois no 7015-207615 order no 207615 store 7015 LONDON south. what is missing-one chair 3 plastic pads for chair-for the legs is there supost to be one cussion for each chair or two ,if only one, than we would like to order four cussions,it is more pleasan prop back agaist the cussion then against the steel ,even in a summer.Please look in to this I was trying to reach your customer service but unfortunetly is in India,and that por felov was lost. Thanks sincerely dennis karasek

Shaun
May 31, 2006 9:37 AM

Their telephone customer service in support of online orders is atrocious. I waited over 1 1/2 hours on hold (thank goodness for speaker phone) on a Wednesday morning before finally giving up. Easily one of the worst support departments I have ever experienced and they should be ashamed for such a large corporation.

BJ
June 1, 2006 10:53 PM

I too have been trying to get thru to the telephone custormer service line regarding an online order I never received. I also waited over an hour last night and no one ever answered the call. This is ridiculous. I have paid them and have not received my order and have no way of speaking with someone. I have also sent an email to the customer service department with no response. If anyone has any suggestions on how to get thru to these people let me know.

George
June 3, 2006 6:46 PM

June 1 2006---- Bought a stainless steel Charmglow outdoor grill today from Home Depot. I discovered that one of the factory installed stake nuts was missing from a frame member. I called Home Depot, and further discovered that nobody there had the slightest idea what I was talking about. They even had the audacity to imply that I didn't know what I was talking about. Of course you must understand that I am a 74 year old retired mechanical engineer who spent over 50 years in the business. Even the most ignorant of us learn something in this span of time. Mechanical fasteners are at the top of my list. To have a "snot nosed" Home Depot employee try to ram her idiotic responses to my questions thoroughly angered me. I have learned that I probably will not receive any assistance, even though the product carries a warranty. Fortunately Indiana has some fairly tough consumer protection laws. Perhaps I will simply fix the damned thing myself. In addition it would probably make good sense to take my future business elsewhere. Adios, Home Depot.

socialismistheft
June 8, 2006 7:36 PM

Here is a letter that we sent Home Depot after a riduculous trip to Hell at Home Depot on Memorial Day. To Whom It May Concern: I am writing you this letter to express a deep concern of mine caused by the frustration that I experienced while shopping at your Kennesaw, Georgia location this past Memorial Day. I think that as you read this you will find this letter hard to believe, since as I am reflecting upon the shopping experience, I am still finding it hard to believe myself. I understand that in the retail industry, holiday shifts are always hard to cover, and the amount of employees working in the store that day is reduced. We specifically shopped Home Depot that day to show our appreciation for the 10% military discount that your company graciously offered to all members of the military. The discount was going to be a huge advantage for us, as we were making many large purchases for our home which we are in the process of remodeling. However, when we arrived to your store, our enthusiasm quickly diminished and was replaced with extreme frustration and exasperation. One of our many projects consists of building an 8 foot privacy fence around our entire backyard, and we were looking for your company to give us a price quote and guidance for this project. A cashier directed us to the contractor desk to gain assistance for this project. After patiently waiting at the contractor desk for 25 minutes for an employee to arrive to assist us, I noticed that there was an employee sitting in one of the offices located behind the contractor desk. I tapped on the glass to see if she could provide us with assistance, as our patience was growing thin. The employee, a short, curly haired older woman, had not seen that we were waiting for assistance because she was reading a book in the office with her back toward the desk! She looked up from her book, saw me, and returned to her book as if I did not exist. I found this extremely rude, disrespectful, and annoying. We waited for another 15 minutes for someone else to arrive to the desk. Finally, an employee did, but then told us that there was not anyone in the store who could provide us with assistance and guidance on quoting and building our fence. Then, we needed assistance in the garden section and were unable to locate any employees in both the indoor and outdoor sections. There was not even a cashier in the outdoor section that we could direct our questions to. Consequently, we had to leave the store without the item we needed as we could not locate it ourselves, or find anyone to aid us in locating it. Finally, after filling our cart with approximately $330 of merchandise, we added a $199.00 Gorilla extendable ladder to our cart. Your store was offering a free Gorilla platform that day with the purchase of the Gorilla extendable ladder. We located an employee who worked that section, and he said that he did not know which platform that the offer was valid for. He then walked away and left us to find it for ourselves. This was the fourth time that we needed one of your employees to assist us, and your employees had failed us. We definitely wanted the platform since we would be able to use it during the remodeling of our home and spent approximately 10 minutes wandering up and down the aisles attempting to find the platform ourselves. Finally, we found it, but not without our frustrations growing. Little did we know that we had only experienced a small taste of the frustration that we were about to experience at the check-out. There was one register open in addition to the self-checkout. We did not want to go through the self checkout because of the quantity and bulkiness of the items in our cart which we felt would only cause us problems in the self check out. We had to wait in a line that was five orders deep to go through the one regular register that was open. When the cashier rang up the ladder, the platform was also charged to our bill. The cashier recognized that the platform should be free, but said the system was not providing her with the code she needed to ring up the platform without charge. This was when we became so frustrated that we came close to walking out of the store without purchasing anything, but decided to stay since the military discount was going to prove helpful. We wanted the discount since our total amount was going to be over $500, not including the fencing material that we were planning to purchase that day, and were unable to due to the lack of staffing. The front-end supervisor (who was operating the self-checkout register) came over to assist our cashier. She was an African American lady, whose name I am unable to recall now, but remember that it started with a W and was an odd name vaguely resembling Wanda. She came over and told us that the code needed to be located and that we were going to have to wait until it was found. Meanwhile, as she was at the register helping our cashier, your self-checkout customers were getting upset as there was no one now manning that station. We waited for another 25-30 minutes while the supervisor called an older man, named Jim, who laughingly said he was standing in as the manager that day, attempted to locate the code for the platform discount. While Jim was trying to find the code, I expressed my frustrations to the front-end supervisor by telling her that we had been inconvenienced multiple times throughout our visit, and what should have been an hour visit to the store had now turned into a 4 hour period of nothing short of solid exasperation. I told her that I did not appreciate being detained at the register for another 30 minutes, and she told me that that was not her problem, and that I was just going to have to wait. As a customer, I felt very unappreciated due to her comment, and find that her customer service skills that she demonstrated as a supervisor to be nothing short of rude and flat out repulsive. Coincidentally, Jim came up to the register after being unsuccessful at finding the code for another 20 minutes, and told the cashier to ring it up as a coupon. If Jim had not shown up at that very moment, we would have walked out of the store due the supervisor’s lack of respect as well as due to the extremely unnecessary amount of time we had spent there, disregarding amount of money that we would have saved because of the discount. We expressed our dissatisfaction of our visit to Jim, who responded to our comments slightly graciously, and explained to us that there were only 6 employees including himself, and the cashiers working in the store that day due to all of your help calling out. Sadly enough, we had come in contact with every employee in the store who was working at that time. This explanation did not remedy my dissatisfaction, as when we shop at a store, we expect there to be knowledgeable employees willing and able to assist us. Lastly, after the platform was taken off the total, the cashier was unknowledgeable on how to apply the military discount to the total which held us at the register for another 10 minutes. As we were asked to wait once again, our patience had run out. Once the discount was applied, we paid, and we both left the store silently. This is not the first unpleasant visit that we have experienced at this store. We find ourselves driving 8 miles out of our way to shop at your other locations as well as competitors. We have only been using your Kennesaw location when we have absolutely had to due to our dissatisfaction in previous trips. This experience that I have apologetically described to you in great length has completely turned us away from shopping at this location as well as any of your other stores. When we have been describing this experience to our friends who are contractors, they have reciprocated our dissatisfactions and frustrations with this location by telling us that they as well have refused to shop the Kennesaw location, and have turned to your competitors for their needs as well. We have many more large purchases to make for our house, but will not be making them at any of your stores, as we do not want to be frustrated and unsatisfied once again. After Memorial Day, we are now willing to spend a little bit more money at another company to be appreciated as customers and to be provided with the assistance that we need.

Phyllis Latimer
June 9, 2006 3:05 PM

Home Depot's Customer Service is a JOKE! I bought a storm door from them 4 years ago, and paid $600 for it, including installation. Within a month, the glass had fallen out of it & broken. It was replaced. Next, the sliding glass wouldn't slide, rather pointless on a storm door.Over the next 2 years, the lock broke & wouldn't open the door, & the glass fell out again. They finally replaced the door. They assured me, the warranty started all over again with the new door. Now the latch assembly is broken and the door won't open from the outside. (I was locked out, and my neighbour had to cut the screen on my patio door, so that I could get in!) Home Depot won't do anything for me, because my warranty was up in April 05, and it is now June 9/06. I can buy a new latch/lock for $49.50 & pay to have it installed, or I can replace the door. Not much of choice is it? I have been phoning & holding & leaving messages (without any call backs) & listening to recordings, and being on 'park', - (that's whar the the recording says!) since Monday & it is now Friday at 6 p.m. I can't leave my house unless I leave the patio door unlocked, so I can get back in. If my house is broken into, while a door is unlociked my insurance won't cover me. Home Depot is the pits. I can't understand how they got to be such a big conglomerate. It certainly wasn't their customer care people. I certainly won't be spending any more of my hard earned money there!

brenda allen
June 11, 2006 4:07 PM

In March of 2006 we purchased a four thousand dollar cub cadet mower from home depot. When my husband went to pick it up, he got home with it and there was no key to the mower and no book or instructions with it. He had to turn around and drive 23 miles back to the store to get all of this. On June 1st of 2006, we purchased an admiral washing machine and had it delivered. A few days later I went to wash clothes in it and it would not work. It would fill up with water but then stop. The smell of something burning inside the washer was awful. I immediately called the home depot store who had just delivered it a few days before and I was told that I had to call a Maytag repair service to come out and look at it because once it was delivered it was our problem. I now have to call a Maytag repair person and see if they will come out and see what is wrong with it before Homepot will even agree to replace it. I will most likely have to take off work and come home which is about 35 miles from my employment to my residence and I will also be docked pay for taking off. We have done business with Homedepot for years and years, but you had better believe that we will never make another purchase from them again. They do not stand behind nor service what they sell, therefore we will take our business to Lowes from now on

Frank Berenard
June 18, 2006 1:20 PM

I purchased a Hampton Bay (a select Home Depot Manufacturer) ceiling fan as it advertised a long term guarantee. The starter capacitor burned out. I have gone through 18 pages of Home Depot and 12 pages of Hampton Bay both on Google. There is no way to locate the service department to back the warranty or report the failure. What good is the warranty if you can not get a response?

matt
June 26, 2006 7:15 PM

As an employee of H.D. I find it interesting that people will walk in the doors with absolutly no idea what they are doing, only to ask questions that they don't understand. Or they demand without politely asking. We are people too. Please and thank you are nice to hear. We aren't slaves. Do you walk into the grocery store, hand the cashier a list, tell them you'll meet them at the register, and then demand that they load your merchandise?

Gina Price
July 11, 2006 9:34 PM

Matt, There is a lot of difference in a grocery store and Home Depo... Times have certainly changed yes... you use to in years past go to the lunber stores and hand them your list or tell them what you are doing and they guided you through... Now you get no help... My 34 year old son in law who is in a wheel chair goes to your store and your staff offers absolutely NO assistance, even to the handycapped... It is not only your store... Lowes and Southerlands are following right behind you... But I think your remark is rediculouse... I get more assistance in my grocery store...

Home Depot Escapee
July 16, 2006 3:21 PM

My wife and I were shopping at Home Depot. A floor representative scolded her for having a camera out. No Hello, no acknowledgement of the tens of dollars of goods in the car, no acknowledgement of my 20 month year old son who she was taking a picture of. I spoke to a manager who offered very little understanding and only noted it was store policy (posted where?) and why didn't the employee simply and politely tell her that? The assistant manager then proceeded to criticize how my son was positioned in the cart. He was being held! and he had been upset by both the 20 minute wait to hear from the manager, and the harrassment from the initial representative (orange apron). A Lowes is nearby and that will be our next place of service or one of the two local old fashioned stores in our area. I only have to be mistreated badly ONCE at any store to take my business elsewhere. I also post here to advocate to others. After some Google time , I did not realize the extent to which this store has customer service complaints. My own feeling is that good happy customers (which my wife and kid are!) are not targets for someone elses bad day. The job market is tough enough, so there's definetly a disincentive for bad customer service, if Employers would take action.

Oshie Benson
July 17, 2006 7:59 AM

I sent in a rebate form for a barbeque purchased on May 7 in the amount of433.41. To date I have not received my gift card or word of what happened to this give. It is very disheartening to have to follow up on a promotion. I would expect to hear from home depot asap.

Andrina
July 17, 2006 8:57 AM

I will never shop at the Home Depot store in Miami Florida on Kendall and 127 Ave Store #210 never again. I visited the store on Saturday, July 15, 2006 to pick up a few items for my remolding project at home. When I saw a display of 18 X 18 Travertine tile for sale at $1.16 a square foot, I thought that was a great price and I went home to tell my husband. When I went home I told my husband and the man, which we had hired to lay the tile about the price. They both told me that was a great sale and to hurry back to the store to buy 1,200 square feet. I went back to the store with my husband the same day but it was just about closing time 8:30 p.m. I went over to the return counter and ask the store associate about the display outside of 18 X 18 Travertine tile on sale she told me no problem she would call someone from flooring. In last then a minute a young man name Mike came outside and asked me how he could help me. I told him that I wanted to buy 1,200 square feet of 18 X 18 Travertine tiles he told me that he did not have that much to sell me. He told me that I should try to visit the other Home Depot’s in the area and see if there have the Travertine tiles on sale at the other stores because this sale was a manager special sale and he was unsure if the sale was going on at other locations. Then Mike gave me the SKU number and told me to come by sometime next week on Wednesday to see if another delivery was made. Thinking about this sale all night I decided to wake up early Sunday morning and visit the nine Home Depot locations in Miami. I arrived at 8:00am to the Home Depot location on Kendall Drive and 152 Ave. Trying to beat the rush of the weekend warrior and to be able to talk to a sales associate before they get to busy. When I arrived I went over the customer service desk where I was greeted by a very nice man and women. I told them about the sale and the women looked it up in her computer and the man called over a sale associate from flooring. The women told me that she did not see anything in the computer about the sale but not to give up we should still talk to a flooring specialist. Soon after Ismael Victores flooring specialist came over to the customer service desk and asked how he could help me. I told him about the sale and we went over to his computer and he looked it up. He told me that store #210 was the only store in Miami that had the 18 X 18 Travertine tile in stock and each store would be receiving there delivery of Travertine tile in the weeks to come but he was unsure if each store was going to sale the tile at the same price as store #210. I asked if I could place order with him but he told me that he was unsure of the price. Then I asked him if there were any stores in Broward County that had the tile in stock. He told me that the Home Depot store in Hollywood had it in stock but in the computer did not list it at $1.16 a square foot it was at regular price $2.89 a square foot. He gave me two suggestion I could call him during the week or come by the store on Wednesday to see if he received a delivery of tile at the sale price or to go back to store #210 and ask the manager if he or she could call the Hollywood store and ask if they would sell it to me at the sale price. This is where horror story begins. It was about 9:30 am Sunday, July 16 when I arrived at store#210 to find the sale display was gone. I went over to the customer service desk and asked the sale associate women where the 18 X 18 Travertine tile sale displays that was outside yesterday was. She rudely told me that she did no know what I was talking about. I told her that I had the SKU # and I ask if she could look it up in the computer. She told me that would do me no good and I had to talk to a flooring specialist. Then I asked her to page one and I walked away to the flooring department. After waiting about five minutes no one came. I when I walked over to electrical and asked if someone page someone in flooring. After waiting another five minutes and no one came. I went over to the special orders desk where there were three sales associates standing around talking and asked if someone could page the store manager. I was asked why and I reapplied that I have had someone from flooring paged twice and no one has come. Two of the sale associated told me that they worked in flooring and they did not hear the page and that they had just arrived to work and if I wanted to see a store manager I was going to have a wait. They proceeded to walk away and continue they conversation. A women setting at the special orders desk called the assistant store manager on the phone. Listening to what she was saying there was some joking going on over the phone and then she told the manager that she did not know what I wanted. As I began to tell her why I was there she told me that I needed to learn respect because she was talking on the phone and the assistant store manager was busy and would not be able to come out to talk to me. As I walked away the women that walked away from me early saw the commotion and came back over to the desk. She asked if she could help and I told her that I was looking for the 18 X 18 Travertine tile that was on sale she told me that it was up in the front of the store in the lumber section and what was there is all they had and they was nothing else she could do for me. Returning home very anger I went online to Home Depot.com and placed complain with a customer care specialist at 1-800-553-3199 sent and e-mail to customer care specialist and investor relations. The customer care specialist asked for all my information my name, phone number, and address and ask what the problem with my visit was. I told him that I was very dissatisfied with the customer service in store #210 and I wanted the e-mail address of the assistant store manager, and store manager. He told me that was no problem he had to connect me to the assistant store manager because the store manager was not in today. He also offered a ten-dollar certificated for my bad experience I told him no thanks my experience at Home Depot was ruined. After being on holed for five minutes the assistant manager came on the phone line asked me what the problem was. I told her that your customer service in the flooring department was awful and I wanted and e-mail address to the store manager so this could be document on paper. She told me to hold the line and after fifteen minutes of waiting the phone was hung up. I only thing I want to do today was buy 1,200 square feet of 18 X 18 Travertine tile at the sale price. This would be a for sure sale of $1,400. Why is the purchase becoming so hard?

Bob Nichols
July 26, 2006 9:57 AM

I purchased a storage shed on line for approx. $3000 dollars on 6/18. On 6/30 I received an email stating that item had been shipped, expect delivery 3-5 days. At this time Home Depot promptly withdrew the money from my account. I noticed that there was no tracking number. I sent an email to request this information to which I received a canned response informing me that I could track my order by using my tracking number. What tracking number? I followed with repeated emails to which again I received canned responses. To date, I have not received my order or any information regarding it. I feel like Home Depot came into my house and stole $3000 dollars from me. On their customer care phone line I have been put on hold for 57 minutes to be finally told by Tanika in Florida that they would get back to me in 3-5 business days with the shipping information-never happened. I have exhausted every known avenue to find out where my money or product is and still no answers. It has now been over a month and I am still out $3000 without any explanation whatsoever. It finally dawned on me that when you call or email Home Depot's customer care, you will reach a subcontracted answering service who doesn't give a squat about your dilemma.

Eric C
August 3, 2006 10:38 AM

I too submitted my receipts and rebate form after purchasing a gas grill for $420.00 from Home Depot. I have never heard anything since and have not received my gift card. I believe it was supposed to be for $40 or $50. It's not a huge sum of money, but if there are a thousand others like me, that really adds up.

Ron
August 7, 2006 7:28 PM

Imagine paying a CEO 22 million dollars per year plus many millions more in stock options, then having the guy destroy everything you have tried to build over a lifetime. The founders appear to be men of exceptional character and generosity. That's why it's so difficult to understand their hiring a hatchet man with orders to maximize profits in anyway possible (that's the only conclusion I can reach). Their service is terrible because they have not only reduced the number of expert salespeople, new hires are being paid at a level just above minimum wage. What Home Depot call "associates", a cadre of knowledgeable, old hands, have found their benefits drastically reduced, and they are not a happy bunch. To top it off, Nardelli, the CEO, held an annual stockholder's meeting and no board members other than he showed up! When pertinent questions were asked from the floor, the questioners were told that the meeting was not the proper forum! I own rental properties and spend several thousand dollars on maintenance and repair items each year, and I still purchase an ocassional item from HD in an emergency, but the ocassional emergency situation is all they are ever going to get. From now on I will trade with anyone other than HD, given the opportunity. It's sad to see what was a beautiful business offering service, price and selection stripped to its underwear in the name of profitability, but there is no longer anything in America which is not for sale. What I find curious is why anyone would pay a pirate such as Nardelli those tons of dollars he did not earn when any corporate moron could have done the same for a pittance.

Mel
August 14, 2006 7:39 PM

Here's a little hint from an inside source. I used to work for Home Depot, and I know that they care more for the bottom line- then they do about customer service. They purposely understaff, harass their own employees, and fire them for having too much seniority, or acheiving a decent wage. The real reason why you don't get help from the employees at Home Depot is because they would rather have low-wage, uneducated whipping boys/girls, that will learn the store in less than a year, and find another job in less than 5 years. This keep the payroll balanced, but in effect does nothing for their reputation. I was an exceptional employee, and I was glad to help the customer out. I would spend all the time necessary to make sure the customer left with everything they needed to complete their project, but the store manager didn't see this. Home Depot only see the numbers, and that is all you are to them (employees and customers). Now I can't compare Home Depot to lowes for how they treat their employees, but they also understaff their stores. I do, however think that the employee is happier at lowes because I know they pay better. But in escence your comparing apples to apples. Lowes used to be in the shadow of Home Depot, now I think they are passing them. As long as Home Depot keep up their meaningless persuit to make their employees miserable, they will continue to spiral down to nothing. All I can say to those who want to hold onto Home Depot, is to adopt an employee. If you get excellent customer service from someone, let management know. Let management know that you are only willing to deal with this particular employee, because he is a genuine help. If for some reason this employee gets fired let them know you will no longer deal with Home Depot (in writing or call the local store, or the corporate headquarters at 770-433-8211).

K. Lee
August 24, 2006 9:01 AM

So, it's retail. And this is America. You want perfect customer service. You want your salesperson to know every department in the store. You want to be a flat out dick to the employee that is trying to help you, while having them bow to your feet. That's rediculous. Nor will it ever happen. It's customers like that that make me laugh while they write their condesending responses about whipper boys and girls. I guarantee I'll know twice as much about Millwork as he ever will. I'm currently employed by The Home Depot, being a 20 year old female, attending college full time and working full time. I love it and hate it. The company is great. They offer tuition reimbursment to students, while accomodating their schedules. I love the people I work with. It's the customers who really make the job a bust. I don't come into your work and be a dick to you, don't come in to mine expecting help when you act like a two year old. I love it when you have a couple walk up to you, say they need a new front door, and have no idea where to begin. I get to walk them through the entire process, help them with their needs, order them what they want, and shake their hand at the end with a smile knowing that's one more happy customer. You have department specialists, so don't pull someone from garden to help you with your plumbing problem. They don't know for the same reason you don't know. Remember that. Next time you get frustrated in The Home Depot, remember it's a store for contractors and DIY's. If you can't find a product and decide to throw a tantrum because the guy in lumber has no idea what you're talking about, take a deep breath and actually look for it youself. Maybe even wait until the electrical guy is done with his current customer, and then ask him since it's his own department. If customer's would just realize that complaining about something gets them nowhere in the retail business, or whining because the price was .20 cents more then what the sign said, they might get a lot more out of life. Being a very impatient person myself, I have no tolerance for ignorance or rude people. Those of you out there that think Home Depot should solely be run be retired elderly men who know about electrical and plumbing, that's never going to happen. Every department has training to do, to learn the products and rountines. It's a HUGE store. New people are coming and going and are in training all the time. People are switching departments constantly. If there is shortage in one department, they'll "crossclock" another employee to fill the gap. That's right, i found myself working in plumbing the other day, in which I know nothing about. But all I have to do is at least show them the product, troubleshoot together, and they all seemed to walk away happy. Getting frustrated with them will just push you over the edge. You never ask the service desk or cashier about a product or where it is located. They have the title cashier for a purpose. They are not required to learn the products, nor do they have any motive to. So, to all of you Home Depot haters out there, I have been on both ends of the spectrum. Going from an ACE Hardware, where they are forced to smother you with customer service, to going to Home Depot, where the customer might actually have to walk into the store and look for someone, you will fight your battles wherever you go. So please, give HD another shot. Ask a different employee, or what that is specialized in the department. Be friendly, and they'll help you with everything you need. As much as home improvement problems can be stressful, so can dealing with irate customers. Every store will have a bad batch of employees, but if you can spot the one person that walks by and smiles to you, smile back, and ask politely for help, and you will see what the Home Depot lovers really are talking about.

Richard BONNER
August 24, 2006 9:04 AM

I HAVE HAD A PROBLEM WITH A COUNTER TOP AND IT WAS RESOLVED TO MY SATISFACTION AND I WOULD LIKE TO SEND THIS INFORMATION IN A LETTER TO THE HOME DEPOT CORPORATE CUSTOMER CARE DEPT AND I NEED THE ADDRESS. THANK YOU

linda Stratigakis
August 30, 2006 9:32 AM

Please have someone call me from customer service. I have spent over $17,000 on windows and I cannot seem to get them installed, even though I have put down my deposit. I was promised a specialist to install these, and instead someone came who had no idea how to install them. They have to put re-installed properly. This is not the first time that I have had these windows installed by Home Depot. We paid almost as much money for them to do this in Galveston, so I know how they are to be installed. At the moment, no one wants to answer the phone because they don't want to deal with the problem. I have taken off work, and my husband has, too. Your total insensitivity to this issue and failure even to answer the phone is inexcusable. This is the second time that we are waiting for people to come for hours and hours. Miscommunications abounds, especially when someone doesn't speak English properly, and when those who do fail to communicate instructions from one level to the next. Finally someone answered the phone. I am not being sent who I was supposed to have, but I will hire an engineer now because of this three ring circus.

Susan
August 31, 2006 8:56 AM

My husband, Larry, worked for Home Depot (Weatherford, TX) for 5 years. He worked in several departments but ended up in Appliance Sales which he was very successful at. Many customers asked for him when they came in the store and he went the extra mile for them. Last year, he tore a rotator cuff in his shoulder lifting a washer, and had to have surgery. The HR man, Dale Reed, refused to file a claim with the insurance company because he was trying to save the company money. Therefore, we were without any compensation for 3 months while my husband was recouping from his operation. (This Home Depot did not have Workmans Comp and went through a rinky-dink insurance company that refused to pay). Several months after Larry went back to work he was "fired" due to accidentally breaking a stove top. He is now a no-rehire because not only was he making too much money, but he is a liability to the company due to his knowledge of their unethical behavior. Since then, many people have 'gotten fired' for breaking something 'accidentally' in this store or making some other small mistake. Many other qualified employees have quit. In their place, Home Depot has hired a bunch of morons for $6 an hour that work part-time. You can never get any qualified assistance when you go in this store. This Home Depot has done a complete 180 degrees since my husband worked there. (And this was the #1 store in the nation for several years.) Home Depot prides itself in following WalMart's practices - hire them part time so they will not be able to qualify for insurance or benefits and work them too death while their there. Home Depot's CEO doesn't care about the employees at all. As long as he makes his money that's all he cares about. Someone needs to tell him (and other CEO's out there) that without good employees the business is destined to fall. It's a shame because it was such a great place for many years.

gregory cruz
September 3, 2006 9:52 PM

I visited the store located in carolina,pr at the escorial location on sat,2 sept 2006 about 2pm while picking up item I visited the paint dept, I noticed that this dept had placed some unwanted paint at at mark down price. I asked the gentlemen work in that dept over a paile of paint and he said, that the paint was good to go, since the original color had been changed. All there was needed was the mngr. signature, cost would be $15 good deal well this is the high light of my horrible experience I kindly asked the mngr or spvr on duty that if he would sign the release auth, this individual responded asper why did i wanted to buy this perticular color? almost like wanting to incline that i may have something to do with the original purchasing of the paint. I indicated the mngr,in no way i had anything to do with the original buyer, if anyone has at any time visited the paint dept, then you will agree with me their would be paint left over whether or not its your favorite color it would be there. these people in the managemnt level at the store wanted to place my integrity in question. well this made me alittle upset and the mngr when on to say he wouldn't sign the release until sunday. (nxt day) well to make the long story short I decided to returned the nxt day (sunday) i went directly to the mngr or Spvr I regret not having gotten his name. And i indicated that i came to buy the paile of paint if it was still available he said yes he would auth the sale today. Of course i had to drive down to the store for the second time. He said i will need to go to the back and send for it, please give him a few mins while he went to the back he seem like a totally different person i assumed he may have had a bad day the day before well he show up with the paint and, i immediately recognized the mark i had made the day before. I thank him for his time, and while at the store i became a bit curious and decided to open the small tab. Well guess what he had someone changed the color once more, but unfortunately i notice and bought this to his attention and of course this may him irade. this person should not be mnging a store, he is selfish and of couse it lead the store to provide false advertisment, I'm sure his company would not appreciate such action, personally I feel he has forgotten he is running dept store handed to him by a cooperate division. If he refuses to agreed with the company policy then I'm afraid he is in the wrong business. this act of placing merchadise at a mark down prices, and then not wanting to comply is false advertisment in my view.

Marie Levine
September 6, 2006 7:39 AM

In May, I ordered bathroom cabinetry. My salesperson was Dawn White. (#DW3201, Nassau Park, NJ). I had previously been to a few custom cabinetry places, and not one of them gave me the kind of assistance that Dawn did. She worked tirelessly to come up with the right configuration at the right price. She worked for days with me, trying each cabinet line they carried. I'd often not even had callbacks from the custom places, but Dawn was always on time, and really did a great job. Because of her, I'll have the bathroom I've always wanted, at a fraction of the price.

Alan Sosne
September 30, 2006 5:53 AM

We purchased Clopay Cedar garage door from Home Depot approx. one year ago at a cost of almost $5000. Everyone said it had to be sealed before installation but no one at home depot could tell us how to seal it. Our paint store recommended a product, which we used. Within weeks after installation the door began to turn black from fungus. Our complaints to Clopay went unanswered. Finally, they said we needed to use a penetration sealant but had used an encapsulating sealant and had voided our warranty. What a load of crap! We had even asked the Clopay installer for a product to use and he couldn't recommend anything. The door has gotten progressively uglier. At $5000 I am pissed. Can I complain to Home Depot and expect any relief?

Ted Fowler
October 19, 2006 9:31 PM

I went to one of our local HD stores to purchase 264 cedar fence boards at a price of 2.19 per board. I drove my flatbed F-250 thinking we could load them with a forklift. They told me at the store it would be quicker to load them on a cart. I said "maybe for you, but not for me". I proceeded to find a cart in the parking lot, brought it back into the store and proceeded to count out 264 fence boards while the clerk stood there and watched me. I loaded maybe fifty or sixty and realized that my total requirement wouldn't fit on the cart. I also realized that I was working too hard for the privelage of giving them my money. By this time my mood had started to go south so I told the clerk I would buy them somewhere else where I could get some help. I started to leave but came back because I thought someone of more responsibility than that clerk should be aware of the extreme lack of customer service. I finally got to do a face to face with the person in charge and explained to him why he will never see me in that store again. I contacted customer service via their website and their response was to offer me a 10.00 gift card to get me back in the store. My response was no thank you it would cost me 5.00 in gas to use their 10.00 gift card. This all transpired on a monday night at around 8:00 and they were far from being busy.

Louie
November 3, 2006 7:12 PM

Home Depot customers are the pits, they do not know how to behave and should have the work done for them and save us time and aggravation. This is a place for the contractors and DYI (do it yourself). I can not read minds and have no idea of what you want to do in your project, half the times what you want to do is creative, but not the thing to do. No, I do not know everything about everything that we carry in the store, yes, I work here, but I do not know it all and nobody in the company does either. We sell many products and do not manufacture them, these items carry a manufacture's warranty. When the item brakes down, the manufacturer offers the warranty service not the retailer! Yes it is up to you to read the book that they put in the box, it is not there for the extra weight and yes you need the receipt to prove that you bought the item and when you bought it. No, we do not keep a copy of your receipt (we do not need it !). Customers think that because they shop there, they are entitled to 10% discount when they ask for it or because they are spending a lot of money, go try that at your local supermarket ( I spend about $200 per week and I still have to walk the aisles, load my own merchandise and get " I do not know" from some of the employees. I have tried giving them my shopping list and telling to have it ready for pick up in an hour and that was a no go either). We occasionally get the intelligent customer who asks for assistance without an attitude and most of the times gets what he wants, we even get customers who know that they do not have the right to complaint about an item or service, but because of their attitude ussually get more than they have a right to get. I have seen a customer bring back a light bulb from a 3 pack because it was bad and get upset because we only replaced the bad bulb and refused to give him another 3 pack for his "troubles". I have seen a customer bring in a lawn mower over 5 years old without a receipt and put on a show at the refunds desk, because we said no to the refund. I have customers that I see every week at the store that call me by my name, that I always try to help simply because they are pleasant and say thanks. Yes, we do not have enough help at all times, these are rough times for the retail industry in general and I have no way to predict "sick calls" from the people who work there and if 3 cashiers call out sick on a given night, I have no way to replace them. Beleive me, this is not a perfect world for neither one of us.

Noah
November 8, 2006 9:15 PM

I work for the depot. The reason I am writing is because everyone on here is complaining about customer service. Well you all come in and expect to be treated like kings, or queens. Instead of demanding things, ask for thing. Instead of braging that you spend 10,000 dollars a week in here be friendly and work with the associate and your trip there will be much easier. Half the time when you aren't helped as quickly or as best as you want, you want to speak with a manager. Employee's in the dept know way more about the products then the managers do, so your wasting your time. --- People need to grow up and be civilized when you shop in the store. They need to be friendly and the associate will be friendly to. -- So stop complaining, if your not happy with the service find the item yourself. Not every peron who works at the home depot can answer every one of your question, however you think you can go to an associate in garden and ask them a lumber question. It doesn't work like that. If your an accountant I don't come ask you a chemistry question. God, some people are just so stupid. --- Everyone at the home depot is just trying to make a living, like you are, so cut them a break....

Jeff
November 15, 2006 11:00 AM

Noah, I have to agree with you on the most part; the general public really hasn't a clue. But, a lot of these complaints are valid; people are simply relying on what they are being told. I'm in the midst of a Home Depot fiasco now and I can't seem to get anyone to act on their word. I've spoken to customer care, customer service and numerous emails to Shaikha, Ram, Suvarna, and Anoop to no avail. I think their tactic is to simply wear the complaintant down until he just gives up which seems to be working. I'm ready to accept the partial order of four patio chairs without a table and never shop at Log Home Depot again. Lowe's is only a couple of blocks further and now they have all my future business. The horror story I've related to all my friends and relatives about the way I've been treated has them leery about shopping at Home Depot also. I just wonder if the corporate office realizes the magnitude of bad service to future sales; or is it that they have so much of the market share that they don't care. Is this a pattern of corporate America that I'm seeing or is it just me?

P Campbell
December 10, 2006 4:39 PM

I just had another bad experience at the HD in fishkill. This is a new store so it has less of the New York attitue than the older store up the road. It was hard to get an employees attention, they were all chatting with other employees( maybee thier supervisors ). The one bright spot was a knoledgable person in building supplies. Overall it is not the floor people with problems it is the management. An entire shelf section of the great stuff that goes into a gun, not the disposable cans with tube.- But no guns not even on order. Waste of inventory, HD shelf space, HD money and my time. One item I need to go elsewhere to get. Insulation panels 2 beat up 1 inch foam boards, well maybe I can use the 2inch. 2nd compromise. At the checkout- My major beef with HD and retailers in general. One full service checkout line. There is a not knowledagable customer ( ignorant idiot ) Who can not make up his mind wheather what he is checking out is worth it or not. The only alternative is the self checkout computers with long goods (8'), or wait for the idiots. I had a better plan. Let the cashier Not working the second full service line put all my stuff back while I go to Lowes tomorrow. Management can't afford full service cashiers, how can they afford to put stuff back? Well they will have to. If everyone who is kept waiting for them to take your money just walks out and leaves a full cart, the shareholders and the managers will get the message. Or maybe not. Just ask Grand Union how thier cost cutting on customer service while thier prices were not the best worked for them.

P Bench
December 11, 2006 5:02 PM

Home Depot is a nasty word at our house. After amost 4 months and $1300+ dollars, we are still without 3 sets of bifolds and 1 set of by-pass doors. We have been to pick our order twice now. First time less that half was there. Second time - well the contract came this morning to install the doors and non of them were cut to fit. Now they all have to go back to Home Depot and then on to the company that milled them. No one at the store seems to really care. Customer Service just isn't what it used to be. I'll think twice about shopping Home Depot and I have passed along the word to family, friends and co-workers. Lowes is not that much farther down the road.

Kenneth & Debra Welch
December 13, 2006 5:04 PM

WE ARE REBUILDING AND TO THE POINT WE NEED A DOOR. NOV.11, 06 WE WENT TO YOUR GULFPORT, MS STORE AN ORDERED THE DOOR WE WANTED, WE WERE TOLD IT WILL BE IN 2 TO 3 WKS. THE 3RD WK WE WENT BK TO SHOP AND INQUIRED AT THE SERV DESK WHICH WE WERE TOLD IT TAKE ANOTHER 3 WKS. THAT FOLLOWING mOND I CALLED AND SPOKE TO URSULA IN YOU BKKPING DEPT, SHE WAS AWSOME SHE ASK FOR THE NECESSARY INFO AND SAID SHE WOULD GET BACK WITH ME THAT SAME DAY, AND SHE DID. SHE EXPLAINED TO ME THE PROCESS SHE TOOK TO GET US HELP, WHICH I WANT YOU TO KNOW WHAT A ASSET SHE IS TO HOME DEPOT, SHE WENT MORE THAN A MILE TO SATISIFY US AND WE PERSONALLY KNOW THAT SHE SHE BE COMMENDED HIGHLY, SHE INTURNED REFERRED US TO A EXPIDATOR DEEDEE, SHE WAS MUCH MUCH ASSISTANCE, OUR DOOR WILL ARRIVE TOMORROW DEC. 14TH AND WE WILL CONTINUE TO SHOP WITH YOU. ONE SECRET, ALLOW THEM TO TRAIN YOU NEW ASSOCIATES. THEY'RE WONDERFUL!! I WISH THEM A BLESSED MERRY CHRISTMAS AND THANK YOU FOR HAVING THEM AS YOUR EMPLOYEES.

Ricky
December 25, 2006 10:03 PM

I work at a Home Depot up here in suburban Vancouver,Canada. Im a Seasonal/Garden Associate and I have to agree people come into the store expecting us to know everything, and when you dont, the customers either give you attitude or in some cases verbally harass you. Thats not the reason I go to work. We also deserve respect and sometimes I wish I could lash back at these people but I have to hold it in. Noah made a very good point, we dont know EVERYTHING about EVERY department. We're most knowledgable about our own, so before you come into the store make sure you know which department to go to to buy your stuff. Thats YOUR job. Coming to the wrong department to ask about a product located on the other end of the store could cause problems if associates/service desk are busy with other customers and you're standing there for ages waiting to ask which area to go to. If you find out beforehand, itll save you alot of time and you'll be outta there faster. Sometimes departments are low on staff and can be VERY busy, especially on weekends around Christmas or in the summer time. We'll try to get to you as fast as we can but you have to remember some customers demand alot and it could take time to finish with them. If we are low on stock, or have absolutely nothing of that item then please dont blame associates. That stuff is brought in by vendors and theres nothing we can do about it. It'll be delivered on a set date. We can however, find other Home Depots that could have the product(s) you're looking for. Last thing I wanna add is the fact that we HAVE to answer phone calls when on the floor. If you see us walking around talking on the store phone then please dont interrupt us as we're probably trying to find a SKU # or barcode for the cashiers upfront. It could also be a customer on the phone. I know its kinda rude, but its part of our job and we HAVE TO do it. We know you're there and will be with you immediately after. We're not ignoring you in any way.

Juan
January 9, 2007 10:45 PM

People grow up life sucks and if you don't know what your doing hire someone to do it for you it will save you time in wich i don't care to hear you bitch when you come to my store. Home Depot is not a retail store its a wharehouse store in which its meant for contractors anyways. keep your fucking reciept and you will get a refund how hard is it to research what your doing that way you won't be so needy just grow up no one wants to kiss your butts thats just how it is

Katie
January 13, 2007 7:27 PM

Ricky, I understand that a lot of customers can be malcontents and could often help themselves a lot more. However, knowing which department my product is located is NOT my job. There is no way for the customer to always know where to look for something. It is the job of the salesperson to at least direct the customer to someone who can help. And, yes, you should always be treated with respect. Katie

JOHN W CARLSON
February 17, 2007 3:10 AM

My house needs painting. How do I prepare the cedar shakes prior to purchasing the paint.

Wayne
March 15, 2007 10:17 PM

Customer service is ultimately the management teams responsibility. I don’t mean to say that associates aren’t supposed to be helpful, they are for sure, however the management team is responsible to hire key knowledgable people, train associates lacking product knowledge and create an atmosphere of co-opporation in the store. I am an ex-employee that has worked in several key areas of the store: Pro Desk, Special Services, Millworks and HR. What the Depot Stores have been lacking of late is the team spirit that the company was built on. It sounds simple, and it is: hire good knowledgable tradesmen, contractors preferably because of their customer service priority (customer not happy/contractor dosn’t get paid- Depot can go a long while like that, but an independent contractor cannot) at a decent wage (I’m sorry, but that’s why we work), train the regular associates constantly (yes training is expensive, but it pays off in much happier customers and employees), teach them to recognize the store experts (remember the Homer’s in the stores?) and to take the customers to them instead of sending them off and, most importantly, the managers need to be in the loop here, on weekends especially, instead of having a building materials guy or gal in the outside garden department and vice-versa when there are ten more customers in each of those departments! Nice idea to “walk the customer” and the ASM’s should do it if it’s very busy or put the Homer’s back in the store. That’s one scenario, hiring more people, especially cashiers would allow the ASM’s to really help out in problem situations and once again, they should have a contractor background or training because, as a contractor myself, I know how to fairly compromise a bad situation with a customer so they feel they have been cared about. During my stint in HR interviewing and hiring new associates I took great pride in recognizing the difference between sales and operation personalities. Your opps guy just wants to get his shelves stocked, but your sales guy wants to help customers. What the old Depot had going and what was taken away in the name of customer service was so wrong I could write a book and maybe I will. I am a stockholder and desire the company to succeed and I sincerely hope the right people get put in the right positions so this can happen once again. I know Mr Nardelli was respected very well at the corporate level, but the feeling at the store level was that he had turned the “support triangle” (line drawing of corporate structure) upside down placing corporate on top instead of the floor associates on top being supported by corporate. This associate on top support structure is what grew Home Depot to being the largest home improvement retailer in the world. Next comment: the Home Depot Value Wheel and what it originally stood for. My sincerity is genuine and I would love to have the opportunity to help rebuild Home Depot’s customer service in whatever way I could.

SP
March 21, 2007 1:29 PM

PUBLIC LETTER TO HOME DEPO Dear Mr. Blake and “dedicated task force”: Apparently Home Depot Store #4603 missed the memo about improving customer service. I am writing to apprise you of a situation, obtain reimbursement for the expenses I incurred as a result of Home Depot’s incompetence, and to hopefully get someone reprimanded. The morning of February 24, 2007 I had two copies of a key made. The young man who copied the key seemed tentative and I indicated my willingness to wait for someone who was more familiar with the machine. He assured me that he could copy the keys and proceeded to do so. I returned home but left again in the evening to run errands. I left the original key, my cellular phone, and blackberry in the house. When I returned from the grocery store, I realized that neither copy of the key worked. Several neighbors attempted to get the key to work as well. Without a phone, and angry, I returned to the Home Depot and spoke with the ASM, Richmond. He advised me that it was my responsibility to check the key in the lock and that Home Depot wasn’t responsible for the shoddy copies. I asked him to contact and pay for a locksmith. He handed me the yellow pages and suggested I use the telephone at the front desk. He advised me, since the situation was my fault all he could offer me was a discount on a future purchase. I asked him to contact a manager. He said there was no manager on site and refused to call her at home or on her cell. It was approximately 7pm in the evening. I declined the discount, not planning to shop at Home Depot ever again. The ASM, Richmond advised me to call Home Depo customer service. I asked for the number and he pointed to the phone book. I looked up the number, called, and spoke with Lakesha (x78640). I told her that Home Depot made two bad copies of a key and again requested that the company pay for the locksmith. She told me that I should have checked the key and that the situation was my fault. (Point taken! Never will I trust someone to do their job correctly again, particularly not at a Home Depo). I asked to speak with a supervisor. She said that I couldn’t. I insisted and was then placed on hold for 25 minutes before being connected to Ms. Akila Johnson. Ms Johnson aIso advised me that it was my fault and that Home Depo would not reimburse me for the cost of a locksmith. I pointed out the fact that if a doctor screws up a surgery, it isn’t the patient’s fault. Also, if a lawyer fails to file a complaint before the statute of limitations expires, it’s not the client’s fault. I concluded that it was at least 95% Home Depot’s fault. I’ll take the other 5% of the blame for choosing to shop at Home Depo and for failing to check the key. She responded that it was at least 50-50 responsibility. Seriously? What kind of customer service response is that? I then suggested that Home Depot pay for 50% of the cost of a locksmith. At that point she backed away from discussing fault and said that a store discount was the best she could do. I asked to speak with a supervisor. She advised me that there wasn’t one. I have spent more than $7,000 at Home Depo in the last year but have not set foot inside the store since this incident. If you don’t want to lose another customer, please send an apology and a check for $125, the cost of a locksmith to get back into my house. I have attached the locksmith’s receipt as well as my purchase and refund receipts from Home Depo.

Jerry
March 27, 2007 3:19 PM

Man. I have complaints about other companies lousy customer service but jeez luise. Folks it's not just HD it's everywhere. Whens the last time you went through a drive through ordering more than one burger and fries and they actaully got the order correct. I am a former auto tech and I know first hand what it's like when a customer just grabs anyone they see to bitch at them. Folks pick your battles and adhere to buyer beware. You will find problems every where. If you are taking a project of other than changing the color of a wall, yet even that can be hard, try to educate your self about what you are doing or what is going on. People see flooring on sale and want that price and they want it installed. Well guess what. Sometimes it isn't that easy. More often than not a complete tear out needs done and then the whole thing needs leveled. As to paint what is the base you are painting over? How do you know? But by god "I bought 10 gallons of Latex at $25.00 bucks a gallon and now my walls are messed up !!!!!!!!!!! I want my money back and I want it fixed for free"!!!!!!!! Did the associate know you were maybe painting over oil based paint? Doors and windows are another story. Frames get out of line over years. Do you want the walls torn out to have the roughins re built? Hell no you want your new windows and doors. I wont even get going on plumbing and elctrical let alone gardening. Hosta plants are big and beautifull and make great ground cover. Do we know if you have heavy clay or alcali soil with complete southern exposure or that you are planting it where your sprinklers pressure relief goes? Hell know but when the thing dies you want that $45.00 plant replaced and someone to call an idiot. I don't want to seem mean or angry but I have seen problems everywhere. Including the wonderful Lowes. I needed some seam sealer for some new underlayment. Well guess what? It is shown on their pretty product step boards, but that stuff is special order. By the way many places that hire former journey men have issues as well. An elctrician doesn't do plumbing and the plumber doesn't do carpentry. But when you see a name tag you expect them to know that the chandalier your trying to hang is screw mount and not a box mount. How? How would you feel if the same HD employee you gave a hard time to came to your place of work and found a reason to complain about you? By the way manager specials are exactly that, a manager special. These things are limited to stock on hand. Period. HD is a warehouse center, stuff gets stacked and things are placed in goofy places. Part of this is because of the vendors. They want their stuff out in the open. How can you do that with over 100,000 items? By the way I am going to work for HD soon and if you need help with your project bring in measurements of at least length by width and I will be happy to help you figure out how much stuff you will need. A bottle that covers 425 Sq. Ft will not cover the exterior of a house, unless it's tiny. By the way the right tool for a job can make your life a lot easier. In HD you can find project specific guides with helpful hints and tips for all kinds of projects. We don't know what your kitchen looks like and if there is not room for an island with a counter top stove we can help you with what you need to maybe rip out a wall and make one fit.

Melissa Mangel;
March 29, 2007 1:08 PM

5 weeks ago I special ordered Legato carpet tiles from the Butler, PA Home Depot. I was told the order would take approx 2 weeks. I waited a few days after the date I was told and started calling to see if my carpet had come in. I was told repeatedly that it was not in and they kept changing the expected date of delivery. After 5 weeks and only 3 days left before we needed this carpet installed and moved into our new home my husband went into the store and the first person he encountered at Customer Service knew me by name before he could even finish asking about our order. The woman said "your wife's name is Melissa isn't it?" She knew my name because I kept calling and coming in hoping to find something out and never being given a straight answer or getting a call returned. The woman told my husband the order had somehow been lost and that the woman in the room behind her (one of the managers) blatantly ignored my calls and refused to return any calls. The manager comes out and tells my husband "I ordered the carpet yesterday, what do you want me to do about it". We paid in full at the time of ordering for this carpet. It seemed every person in the store knew my order had been lost and no one was willing to tell me and that in fact they knew it was lost on the original expected delivery date, 3 weeks earlier. So the Butler, PA Home Depot took my money, then lost my merchandise and never bothered to tell me. They knew for 3 weeks, in that same three weeks we could have reordered the carpet and still had it before all this happened. Not one manager was willing to help or pick up the phone. I painted the rooms of my house to match this carpet and now I have to settle for a color I do not want and did not choose because I was lied to by the staff, and not just the staff, I was lied to by the store managers because they had directed the employees not to tell me what had happened to my order. I am thoroughly disgusted by Home Depot. I don't feel that stealing a customer's money for 5 weeks only to treat them with the utmost disrespect and hostility is anyway to run a business. It does not surprise me that Home Depot gets all the bad press that it does about how its lackluster sales are directly related to its below average customer service. We had to settle on this carpet we did not want because it was the only thing similar that we could install ourselves and get within the time frame we had to move out of our apartment and move into our house (3 days); we had picked out the original carpet because we could install it ourselves and it was the color we wanted.

kamaljit
April 6, 2007 11:49 AM

i want to know if your store is opened today or not

HOME DEPOT DELIVERY BAD PRODUCT AND PROBLEM
April 11, 2007 2:53 PM

I will file a law sue again home depot very soon becasue i have hear nothing from Home Depot Today April 11 2007. This is what i have tried first before file a law sue again home depot This letter to BBB also to home depot Dear BBB,PLease Help.Thank On the 28th of May, 2005, I came to Home Depot (store #175) to purchase a 40W Generac gas generator. Home Depot associates claimed that the installation of this unit would be completed within two (2) days. I has been waiting for its completion until today March 8 2007. Home Depot did not hold its words because: Home Depot failed many times when the inspection was done on electrical wiring and HVAC.The gas pipeline is not complete because the pipelines are visible to anyone up to right now. It is dangerous to the house and the local neighborhood when gas leaks. Home Depot did not request a permit from the Board of Commission of Gwinnett County in Georgia. received the Notice of Violation. The Notice of Violation dated on the 20th of March, 2006 stated that Home Depot installed the gas line without permit and did not meet code requirements. Home Depot has destroyed the landscape and the foundation of My house, Home Depot failed to communicate with me, failed the city inspection, failed to meet the installation date, and failed to complete its installation in general, failed to give me the keys to open the lid of the gas generator, failed to give me the service warranty paperwork, failed to make the gas generator operating because the generator had never been running. I have received many warning letters from the city. I, therefore, will file a lawsuit against Home Depot and Home Depot Credit Services Processing Center. I must get back all of my money that was paid for the gas generator, its accessories, and its installation. I has not signed to recieve a good product and product installation completed paper to proof of working and operated yet and also have all record of what Home Depot have done.. Sincerely, VN SETTLEMENT: Refund SETTLEMENT EXPLANATION: Home Depot must take back its 40W Generac gas generator and return $19,738 USD to VN Home Depot credit card. I would then close the Home Depot credit card service. Home Depot must take off all the negative reporting from Equifax, Experian, Transunion, and from other credit report bureaus. Home Depot failed to communicate with VN me, failed the city inspection, failed to meet the installation date, and failed to complete its installation in general, failed to give me a good operating product and good service and a good product delivery etc... above written. PRODUCT: 40W Generac gas generator ORDER #: 0175-66972 TOOK THEM (HOME DEPOT) YEAR TO GET THE INSPECTION DONE BUT THE GENERATOR STILL SEAT THEIR AS A PCS METAL ,and NERVER BEEN RUNNING AND NO WARRANTY PAPER WORK ALSO NO MORE SERVICE LABOR WARRANTY BECAUSE ALL OF THEM ARE EXPRIED

Sherry k. Smith-Warren
April 15, 2007 9:45 PM

I HAVE NOW SPENT ALMOST $3,000.00 AT THE HOME DEPOT IN THE LAST 3 WEEKS -I THOUGHT CUSTOMER SERVICE WAS A PRIOTY OF YOURS-NOW ON 2 OCCASIONS-I HAVE NOT RECEIVED THIS-I CALLED ON THE FIRST OCCASION AND WAS TOLD THEY WOULD TAKE CARE OF IT-WELL THAT HASN'T BEEN DONE-TODAY I WAS IN THERE AND ANOTHER INCIDENT OCCURED-TODAY THE PERSON SAID I AM GOING TO GET THE MANAGER-BUT NO ONE SHOWED UP-MAYBE YOU NEED TO LOOK INTO THIS SITUATION-THE STORE IS IN EL RANCHO RD. GOLDEN COLORADO NO. 1535-MAYBE IT IS I DON'T RECEIVE THE CUSTOMER SERVICE BECAUSE I AM ON A CANE AND MY HUSBAND IS ON OXGEN -NOW I HAVE HAD THIS PROBLEM WITH THE SAME PERSON TWICE NOW-I DON'T BELIEVE I AM THE ONLY ONE-SHE DIFFENTLY NEEDS A ATTITUDE ADJUSTMENT AND CUSTOMER SERVICE CLASSES BECAUSE THE REST OF THE PEOPLE THAT WORK THERE ARE VERY HELPFUL-I DON'T THINK I AM ANY BETTER THAN ANYONE ELSE BUT I I BELIEVE IF I AM GO SOMEWHERE THAT PROVIDES A SERVICE AND I PAY FOR IT THEN I WANT THAT SERVICE I WOULD HOPE THIS MATTER GETS RESOLVED- I USED TO WORK IN THE PUBLIC-MY ADDRESS IS [redacted]

Estella and James kevern
April 20, 2007 3:41 PM

THIS IS TO EXPRESS MY EXPERIENCE AT HOME DEPOT STORE #0642.IT STARTED ON 03/20/07 WALKED INTO STORE TO SET UP A DESIGN TEAM TO COME TO MY HOME TO DO MY KITCHEN AND DINNING ROOM FLOOR.PICKED OUT CABINETS AND COUNTER TOPS SETUP APPT FOR MEASUREMENT TO BE TAKEN IN MY HOME.ON 03/27/07 GOT A CALL THAT LENORA AND JIM INSTALLER WERE COMING OUT TO MY HOUSE AND IF I COULD GIVE THEM DIRECTIONS-GIVE ME A BREAK MAP QUEST IS AVAILABLE ON LINE OHHH THAT RIGHT WHEN I LEFT THE STORE I WAS TOLD TO GO ON LINE AND PRINT OUT THE APPLIANCES THAT I WAS PURCHASING DUE TO THE FACT THE EMPLOYEES DID NOT HAVE THAT ACCESS.COMPLAINED TO A ASST. MANAGER AND FOLLOWING WEEK KITCHEC DESIGN WAS ABLE TO LOG ON.ANYWAY I GAVE DIRECTIONS AND STILL THEY ENDED UP 20 MILES AWAY FROM MY HOUSE.WHICH MADE THEM LATE!!WHEN THEY FINALLY SHOWED UP MY HUSBAND GAVE THEM OUR COPIES OF THE APPLIANCES WE WANTED TO BUY-JEN-AIR GAS STOVE AND OVEN UNIT,DISHWASHER,REFRIDGERATOR ALL STAINLESS STEEL MODELS.THEN WE ASKED THEM NOT TO CALL US BACK UNLESS THEY HAD QUESTIONS ON ORDERS BUT TO GET ALL THEIR NUMBERS CALCULATED WITH LABOR COST AND WELL AS MERCHANDISE COST TOTAL!THEY CALLED US ON 04/09/07 FOR AN APPT AT 12:00NOON WHICH AT THAT TIME WE NOTICED THEY HAD THE PLANS WITH A WALL UNIT GAS OVEN WHICH WE DID NOT WANT THEY REMOVED IT FROM THE DRAWINGS,THEY STATED THAT THEY COULD NOT FINISH THE ESTIMATE DUE TO THEY DID NOT KNOW WHAT COUNTER TOPS I HAD CHOSEN.WHICH LENORA STATED YES I DID!!NO COMMUNICATION BETWEEN TEAM WORKER ALL LOUIS HAD TO DO IS LOOK INTO MY FOLDER THESE FOLDERS ARE PROVIDED MY HOME DEPOT!!!EVERYTHING WAS PICKED OUT EXCEPT HARDWARE FOR CABINETS..STILL WAITING FOR JIM THE INSTALLER TO GET LABOR COST.SO WE LEFT ANOTHER DAY LOST WHICH IF THEY HAD QUESTION I WAS A PHONE CALL AWAY.WE RETURNED ON 04/16/07 AND WAS TOLD WE WOULD MEET WITH INSTALLATION PEOPLE.WE SHOWED UP AT11:00AM TO MY SURPRISE KEVIN DID NOT HAVE HIS ESTIMATE READY AND IN FACT ASKED ME IF I HAD THE MEASUREMENTS-NOT JIM HAS THEM I TOLD KEVIN TO CALL JIM.KEVIN DID AND CAME BACK WITH OHHHH JIM WROTE IT DOWN IN WORDS INSTEAD OF NUMBERS.WHAT DOES THAT MEAN???EXAMPLE:ELEVEN INCHES BY TWENTY INCHES-I DON'T WHAT HE MEANT BY THAT,BUT I JUST SHOOK MY HEAD!!MY HUSBAND AT THAT TIME PULLED ME ASIDE AND SAID WE ARE WORKING WITH EDIOTS AND LETS WALK AWAY!!I BELEIVED IN GIVING SECOND CHANCES.WE WENT OVER EVERYTHING ASKED THEM IF THEY HAD ANYMORE QUESTIONS AND WE TOLD THEM WE WOULD GO HOME TO SETUP FAX MACHINE TO OUR PHONE LINE AND WE WOULD WAIT TO RECEIVE THE FAX WITH EVERYTHING BROKEN DOWN AS FAR AS LABOR COST TO INSTALL,APPLIANCES, CABINETS,FLOORING.MY THE END OF THE DAY IT WAS PROMISED TO US.DID NOT RECEIVE ANY PHONE CALLS LEFT FAX MACHINE PLUGGED IN SO WE COULD NOT RECEIVE CALL FROM FAMILY THEY HAD TO CALL ON OUR CELL PHONE JUST SO WE DID NOT MISS THESE FAXES FROM HOME DEPOT!!NEVER HAPPENED!!!!SO I CALL AND TALKED TO LOUIS M. AND HE STATED THAT JIM AND KEVEIN DID NOT HAVE THEIR NUMBERS IN YET.I ASKED HIM TO FAX WHAT HE HAD SO WE COULD GO OVER IT.TO MY SURPRISE ON MY ORDER SHEET HE ORDER A ELKAY APRON FRONT SINK STAINLESS STEEL FOR $896.25,I CALLED AND TALKED TO LENORA AND MADE HER AWARE OF THE SITUATION AND THAT I WAS NOT PLEASE WITH LOUIS AND HOW MANY TIME DO I HAVE TO TELL HIM..I DON'T KNOW TAKE NOTES WRITE IT DOWN!!!NO WALL UNIT GAS OVEN/NO STAINLESS STEEL SINK!!!!BY 04/20/07 I WAS JUST WORNED DOWN JIM AND KEVIN STILL DID NOT HAVE THEIR NUMBERS CALCULATED IT'S BEEN A MONTH AND I'M TIRED AND I DON'T KNOW IN WHAT LANQUAGE YOU WANT ME TO TELL YOU BUT LET ME TALK TO A MANAGER TO GET MY $100.00 BACK!!I WAS TOLD ONE WAS NOT AVAILABLE AND THAT HE WOULD CALL ME BACK I SAID WITHIN A MONTH I HOPE!!!HUNG UP AT 10:00AM AND AT 10:50AM HE CALLED ME BACK SURPRISE,SURPRISE,TALKE TO PETER H. AND WENT THRU MY WHOLE ORDEAL WITH HIM HE STATED THAT THAT $100.00 WAS FOR MEASUREMENTS.I SAID WHAT MEASUREMENT KEVIN ASKED ME ON OUR LAST MEETING IF I HAD THE MEASUREMENTS?!i?I MADE PETER AWARE WE WERE CANCELLING OUR KITCHEN DESIGN BUT WERE STILL BUYING THE APPLIANCES THRU HOME DEPOT 'CAUSE I STILL LIKE THE PRICE AND THE QUALITY.THE LEAST HE COULD DO IS REFUND THE $100.00 BACK FOR ALL MY TROUBLE AND FOR ALL THEY DID NOT DO STILL WAITING FOR MEASUREMENTS.IT TAKES 24 DAYS TO CALCULATE INCHES PER SQUARE FOOT/LABOR COST/MATERIAL ETC. YOU HAVE GOT TO BE KIDDING.I ASKED MY A FRIEND TO MEASURE MY KITCHEN AND DINNING ROOM AND HIS COST AND I'LL BUT ALL MATERIAL WHAT WOULD IT COST ME.DO YOU NEED 24 DAYS TO DO THE MATH IT WAS READY IN 15 MINUTES.I DON'T KNOW AM I MISSING SOMETHING OR IS HOME DEPOT CAMPBELL STORE JUST SHORT HANDED AND NOT ENOUGH HELP THERE OR WHAT.I CAN'T BELIEVE I WENT OT HAWAII BOUGHT ALL THE KITCHEN CABINERS AND COUNTER TOPS AND A 55 YEAR OLD GRANDMOTHER AND HER SON DESIGN AND INSTALLED EVERYTHING IN 2 WEEKS.AND I AM NOT A CONTRACTOR,I OWN MY OWN COMPANY.CAN I SUGGEST THAT WRITING THINGS DOWN AND GOING OVER THAT SHEET TO MAKE SURE EVERYONE IS ON THE SAME PAGE AND THAT ALL CALL WERE RETURNED AT THE END OF THE DAY MAKES A CUSTOMER FEEL LIKE WANTING TO COME BACK AGAIN AND AGAIN AND AGAIN.IN SPITE OF MY NIGHT MARE I'M BACK WHERE I WAS 1 MONTH AGO HAVING TO GO THRU THIS SHIT ALL OVER AGAIN WITH ANOTHER COMPANY!!!PLEASE, PLEASE LINORA IS WORKING TO HARD AT THE CAMPBELL STORE AND IS THE ONLY WOMEN THERE WHO KNOWS WHAT IS GOING ON BUT SHE CAN NOT DO IT ALONE!!!!SINERELY YOURS ESTELLA KEVERN

Arlene Peterson
April 24, 2007 9:04 AM

Hello: I purchased a Maytag stove at your store 20 months ago and want all to know that it is a piece of junk. I am not blaming Home Depot for this but want all to know who shop there not to purchase a Maytag product. Their customer service is a zero and stores that sell their product should be aware of this. Thank you

peggy gilliard
April 25, 2007 2:53 PM

my husband and i purchase a door on 3/3/07 it had to be special ordered so i paid $30.00 for a contractor to come out and measure the door which he did about three weeks later i got a call from him stated that he would be there the next door to install the door so i waited on him to come out the next day around 10.00am he called and said the door was ordered wrong it was a left hand swing instead of a right hand so i waited for the door to be reordered again 10 days have passed and i had not heard anything so i called the store the story this time is that the glass i ordered for the door is on back order and no one can tell me when it will come in today is april 25th and still have no door oh my the way did i not mention to you that on 3/3/07 i paid then 1,978.19 plus 30.00 for the measurement to be done so i guess there customer service went right out the door as soon as they got my money.my patience has been tested to the limit and iam about to do somehting that i should have done a month ago ask for a full refund plus interest.

Margaret
May 20, 2007 7:37 AM

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.

Deirdre K.
June 19, 2007 8:37 AM

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

Deirdre K.
June 19, 2007 8:37 AM

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

Richard Hollis
July 4, 2007 1:42 PM

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.

bob shaw
July 10, 2007 8:18 AM

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

Richard Hollis
July 13, 2007 9:34 AM

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.

Richard Hollis
July 16, 2007 10:01 AM

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.

Deb Ruffcorn
September 26, 2007 9:33 AM

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.

Aurelia and family (around 50 people )
November 26, 2007 4:29 PM

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.

Piilani Aki
December 10, 2007 6:43 PM

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.

Cliff Wicks
December 27, 2007 7:31 PM

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.

marte
January 30, 2008 4:47 PM

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......

R. A. Cashner
March 2, 2008 5:48 AM

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. -------------------------------------------------------------------------------- Delicious ideas to please the pickiest eaters. Watch the video on AOL Living.

Mattie Eldridge
April 7, 2008 2:13 PM

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.

Mattie Eldridge
April 7, 2008 2:13 PM

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.

Laura K.
June 4, 2008 12:40 PM

I've had several bad experiences at different Home Depots. All have involved contractors who don't seem to know what Home Depot advertises relative to their particular products/installs. In March I ordered a garage door from the Home Depot on Forest Dr. in Annapolis. I chose my door based on the fact that people in the Millwork department assured me it would be installed within 10-14 days after measuring. In fact there were even glossy brochures in the door department advertising this 10-14 day install program. However, the measurer didn't show up within the 3-day timeframe promised (came day 5 or 6) and then the Clopay representative literally told me they have no idea why the store would advertise 10-14 days because all doors take a minimum of 28 days. Someone named Laura at Clopay worked very hard to try to get me a door installed--although it couldn't be the door I wanted it had to be whatever door was available at the installer's warehouse. In the end, however, I cancelled the $2000 order and went with another contractor. As a result of this experience, we went with a different window contractor to install $9000 worth of windows because we just didn't believe Home Depot would install the windows as promised by the in-home sales representative. Right now, I'm in the middle of trying to get the Home Depot store in Lewes, DE (1604) to live up to its promise to have a storm door installed by the date they promised. I had to get customer service out of Maine involved, and it still doesn't look like they'll be able to do it as promised. Now I'm in a situation of deciding whether to just cancel the $500 door altogether because I'm renting that beach property out and don't want to inconvenience people on their vacations. So, the Home Depot has already lost $11,000 of my business to their competitors and it looks like another $500 is about to come out as well. Very frustrating.

Joe
July 20, 2008 8:22 PM

I couldn't help but notice the post regarding the Butler, PA Home Depot. I recently moved to the Butler area from Pittsburgh, and my impression of the Butler store has not been a good one. I was already aware of Home Depot's poor reputation before I moved to Butler, yet I was still hoping that this store might be a good one. No such luck; not even close. It's a poorly run/managed store in every regard; filled with more than it's share of uninterested and unknowledgeable employees. I usually wind up driving to the store in Cranberry Township; which is approximately 15 miles away. While not a perfect solution, the Cranberry store is infinitely better than the Butler one. Getting back to the Butler store... You'd think that with a Lowe's right next door, the place would be better, but it's not. It's no wonder the adjacent Lowe's parking lot is always so much fuller than HD's.

MARY LEVIN
October 15, 2008 5:53 PM

I VISITED A STORE IN COLUMBIA, BOUGHT 1 QUART OF PAINT AND SOME BRUSHES, DID SELF SERVICE CHECKOUT, PICKED THE BAG UP, IT SPLIT AND THE PAINT DROPPED TO THE FLOOR, SPATTERED MY SHOES AND CLOTHES AND THE MANAGEMENT SAID IT WAS MY FAULT FOR USING SELF CHECKOUT...DID NOTHING FOR ME, MY CLOTHES THAT ARE RUINED...THIS IS FROM THE LEGAL DEPARTMENT....AT HOME DEPOT...

Ryan
December 21, 2008 12:56 PM

Home Depot at the leaside location has the absolute worst service ever. Mike henton the store manager does not know the first thing about customer service. I ordered custom doors back in august and they of course messed up the order. I ended up storing the wrong doors in my unit for 3 months. Then the following order was delayed because its 'chrismas' - not back in august. It is now December 21st 2008 and I still do not have my doors. maybe 7 hours of my time was consumed with a mere $150 off my $1100 order. Never will shop there again - alos the home depot computer system is a piece of shit that takes 20 min to turn on and states nothing about the customer hence no CRM. Also if an employee doesn't know what to do (if they speak english) they will just disconnect you since there is no record of one's call. Shop lowes or anywhere else because Home Depot SUCKS!

B. CLINTON
January 19, 2009 5:28 PM

THE HOME DEPOT IN BUTLER PA HAS THE WORST REPUTATION FOR CUSTOMER SERVICE IN THE WORLD. THERE EMPLOYEES COME FROM SATINS ASS. I DIDN'T NO THAT HOME DEPOT EMPLOYS PEOPLE FROM EAST ASS COAST IN ASS LAND ON ASS WORLD. I WOULD GLADLY PAY MORE MONEY FOR AN ITEM THAN TO CONTRIBUTE ANY FUNDS TO THOSE POT SMOKIN BUTT BURGALERS. FOR THE PAST 9 YEARS, EVERY SINGLE TIME I HAVE SHOPPED THERE IT HAS BEEN A COMPLETE DISAPIONTMENT EVERY TIME. THERE SALES SUCK. THERE PRICE MATCH SUCK. THERE RETURN POLICIES SUCK. THERE VALUES SUCK. THERE CUSTOMER SERVICE SUCKS. THERE ABILITY TO COMPREHENED THAT A CONTRACTOR WHO SPENDS OVER $300,000 A YEAR IN SUPPLIES SHOULD BE TREATED WITH A LITTLE RESPECT, MIGHT BE THE ''THING'' TO DO, BUT NOOOOOOOOOOOOOOOOOO. THEY TREAT YOU LIKE A CRIMINAL OR YOUR A RAGHEAD ON A PLANE. IF WE WERE IN IRAQ I WOULD THROW A SHOE AT THEM. I HOPE HOME DEPOT GOES BANKRUPT AND THEY PUT A HOME IN FOR THE MENTALY INCAPABLE TO WIPE THERE OWN ASS. THAT WAY THERE EMPLOYEES WILL HAVE A PLACE TO GO. SHOP AT LOWES CAUSE HOME DEPOT SMOKES POT.

tim
February 20, 2009 5:07 PM

I am a current Home Depot employee and I look forward to the day when it becomes the new K-Mart. I will be leaving this employer soon because it is a rotten company. Granted, it behaves like most U.S. companies, meaning it is only interested in profits and will say whatever sounds good to the public but will always do what pleases short attention span investors. This company is rotten from an employee’s perspective because it steals from the employees. Granted, the average sales person in the store may not be considered a highly skilled or valued employee in the U.S. economy but when an employee is not treated well, then they DO NOT treat the customer well. One plus one equals two and when an employee is not valued then the employee does not value the company or its customers. Dump your Home Depot stock and buy Lowe's stock. Home Depot steals from its employees in several ways. I can address the way it has stolen from me. I joined the company some six months ago and was told I was joining the company as a full time employee. I worked full time hours. After the initial three months, they changed their mind and now said I was actually a part time employee. Being part time cost the company a lot less money and brings a lot less compensation to the employee. I disputed this change and was basically told tough. I could have fought and perhaps even sued, maybe perhaps even fostered a class action suit against the company. In the end I just decided to leave and in the meantime to not give my full abilities to the company. Someone else will hopefully soon be pissed off enough to start that national class action suit. This is how they can win it. Home Depot regularly hires people full time but then later say it was really part time thus saving themselves lots of money. Proving this can be tough because, "he who has the gold makes the rules". But put the first fact together with how at the same time, and in the same store, they hire people who want to work part time and then assign them full time hours. Together this should be enough to convince a jury in a class action suit to find for the plaintiff. Granted, the lawyers in a class action suit will take home most of the money but the bad publicity for Home Depot will be enough to make my day. The next time you get rotten service at Home Depot, realize that the employee has been treated rotten first. When you get a peak at the grassroots of how the average Home Depot employee feels about the company, you realize that easily well over fifty percent do not like the Home Depot. I'm not saying that employees who work for a rotten company should give rotten service. I'm saying that given human nature, it just gets passed on. Never again will I buy something from Home Depot. Even now, when I need some nails or an air filter, I go to Lowe's.

John Bullock
November 27, 2009 1:38 PM

Monday, November 23, I was purchasing some dead blots at the Home Depot on Hatch Road in Ceres, California. I was helped by a very knowledgeable, friendly and helpful sales person named Kaylen, in the hardware department. She went above and beyond to help me purchase the correct items needed for my project. I shop a lot at Home Depot both for business and personal use. John Bullock, Modesto, California

Stephen W. Sheftz
March 6, 2011 1:21 PM

I often shop at the Home Depot store in Burliegh, New Jersey. I try finding things I need by myself. Whenever I can't, I rely on your Mr. Nelson Phillips. He knows where everything is in the store. Also, my favorite cashier is a woman nemed Kathy (per my reciepts her identification number is KJM358. She is always kind, courteous, and answers questions. On my llast visit, she was training a new employee and doing a very good job.

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