Home Depot Customer Service Issues

On May 22nd, I visited your Elmwood Buffalo NY Store at 6:00 am seeking to rent a floor sander. Despite inquiring the day before, I waited for 30 minutes with no assistance. When I requested to speak to manager Jay, he avoided me. The employee mentioned numerous staff absences due to COVID-19 and lack of cross-training, leaving only one person capable of operating tools. Despite these challenges, the store remained open. When my husband tried to address this with the manager, he rudely dismissed us for wearing masks and asked us to leave. It was disappointing to be treated this way when we had taken time off work. We turned to Home Depot in Cheektowaga NY where John provided exceptional service, showing genuine care for customers. This stark difference highlighted the poor service we experienced at your store, prompting us to share our experience on social media.

I recently placed an order with Home Depot under order number w[redacted]33-v2[redacted]6. Unfortunately, upon delivery, only a portion of the order was received. Despite contacting customer service to have the remaining items brought, I am still missing the concrete pharmacy Set Control and the anti-skid additive. I have been struggling to reach a representative because every time I call and endure long wait times, the call eventually disconnects. I have already paid for these items and simply request the missing products to be delivered as soon as possible.

My spouse and I waited in line for nearly an hour at your Red Maple store. We understand the current circumstances but encountered a disappointing situation. While in line, we needed help with a lumber item, and the cashier sought assistance from an associate in the neighboring line. The associate mentioned he knew the item's size but refused to help as he was "punched out." Upon informing the manager, we were shocked when the manager defended the associate's behavior, stating he was "punched out." Despite this, my wife managed to get another board for pricing. As we loaded our car in the parking lot, the same associate sped by us too closely, muttered offensive words, and made an inappropriate gesture. This incident occurred at the Red Maple store, and the manager's first name was Mario. It's discouraging to encounter such unprofessional behavior from your staff. We simply asked for assistance with a product, not for any extra favors.

I bought a John Deere Riding Lawn Tractor E100 at Home Depot on May 16th during a promotion that offered a Free Gift Card based on the purchase value. I was supposed to receive a $[redacted] gift card. After submitting my information online, I received an email on May 19th with tracking number [redacted]09. However, on May 22nd, I got another email saying they couldn't fulfill my request due to missing information. Despite my numerous attempts to resolve the issue by following their instructions, I have been met with technical difficulties and unhelpful responses. I've sent multiple emails with the receipt (in PDF format), but they claim it's not in the correct format. After spending hours trying to contact them and facing uncooperative customer service, I'm frustrated. If this isn't resolved soon, I'm considering returning the lawn tractor and purchasing it elsewhere.

I have had to spend a total of 90 minutes on the phone waiting for customer service between the Springfield and Staten Island Home Depot locations. I came across your email regarding the incorrect item we received. There are pictures of the item attached for your reference. The correct item that should have been sent is the Sedgewood 30-1/2 in. W Bath Vanity in White with Solid Surface Technology Vanity Top in Arctic with White Sink, with a store SKU of [redacted]. The incorrect item we received was store SKU [redacted], a 49-inch vanity top. Unfortunately, we are unable to return the item due to my pregnancy and my husband having a broken ankle. The item is very heavy, and it was a challenge for us to even push it inside. We have scheduled the installation of the sink for next Wednesday. Can we expect the correct order to arrive by then?

I had an unplanned move from my apartment and urgently needed additional storage containers. I turned to Home Depot due to its convenience and next-day delivery service. I ordered 4 Sterilite storage bins yesterday, as they were all listed as in stock at my selected delivery location. This morning, the delivery was delayed past the 10 am window. After a frustrating experience calling both the corporate and store numbers, I spoke to three associates with conflicting information. The call kept dropping, and no clear resolution was reached. After numerous attempts, I finally connected with an associate who expressed willingness to assist. Despite my concerns, I am hopeful for a resolution. The challenges in communication and lack of clarity have left me feeling overwhelmed, especially when the website does not provide a way to escalate the issue. My move out of the apartment is fast approaching, and I am now under additional stress due to this delivery mishap.

Order number W[redacted]00. I placed an order for pick up in Lewisville, TX, with items listed as in stock. However, upon arrival, some items were unavailable, and I requested the rest to be canceled. Now, I received an email from Home Depot indicating that they are shipping additional items to my home in Baton Rouge, even though I am in Texas. I clearly communicated my cancellation and location to the clerk. Please cancel this order promptly as I have already experienced frustration and wasted 45 minutes attempting to resolve this over the phone. My email is [redacted] Despite these issues, I placed another order with Home Depot for $[redacted], hoping for a smoother transaction. I understand this situation is not your responsibility, but I would appreciate it if you could assist in resolving it.

Hello, I would like to share the details of my recent order: *Order Number:* [redacted]32 *Order Date:* April 27, [redacted] *Delivery Address:* [redacted] - [redacted] SOMERVALE COURT SW CALGARY AB T2Y 4J4 Product: Reevo 4-Drawer Chest, Black Onyx *Model Number:* [redacted] *Store SKU:* [redacted] *Item Price:* $[redacted].00 *Quantity:* 1 *Item Total:* $[redacted].00 Unfortunately, UPS courier failed to deliver the item and mistakenly sent it to a different address. I have been in contact with them and customer service to resolve this issue. Despite numerous attempts, the item has not been retrieved, and I have requested a refund. I was informed that the matter is under an 8-day investigation. I am eager to understand the refund process to expedite the return of my funds. I have been waiting for this order for nearly a month and sincerely hope for a swift reimbursement. Thank you, J. Desierto

On May 10th, I made an online order (WA[redacted]0) for pickup. After waiting about 5 hours, I decided to retrieve the items myself due to the current situation. While at the Orange City store, I couldn't find the chainsaw blade I needed, so I opted out of buying it to ensure I got the correct one elsewhere. I ended up purchasing (0) 4x4x12', (5) 2x6x16', (2) 2x4x12', (4) 2x4x8', and (2) 2x4x16'. When I returned to the counter, the staff member I initially spoke to was not there, and another lady seemed frustrated. She processed a return-only receipt without details. Later, I noticed discrepancies between what I bought and what was charged. After contacting Home Depot customer service and visiting the store on 5-30-[redacted], the issue was not resolved effectively. Despite my efforts to clarify the situation, I am still awaiting a refund of $[redacted].39. No transactions appear in my PayPal account from Home Depot since then. Thank you, Gary Marma.

Order No. WA[redacted]5 was placed on May 15, [redacted], with a delivery expected on May 20, [redacted]. I checked with my local Home Depot store (my zip code is [redacted]) twice but have yet to receive the Southwest Boulder & Stone I ordered. Despite repeated attempts to reach their customer service at [redacted], I faced long hold times and was unable to cancel the order. The representative I finally spoke to, Christine, informed me that the stones will arrive on June 9 and I would need to handle the return myself. I find it unjust that I cannot cancel the order and have already been charged $75.30 on my credit card. I demand a refund, considering the inconvenience and the fact that I am unable to manage the return of the heavy stones due to my age. Kindly address this issue promptly by issuing a credit to my credit card ending in [redacted]. Please contact me by email at [redacted] Thank you for your swift assistance. - E.R.

I ordered a large air conditioner for my home and had it delivered to my local Home Depot store. On 5/29/20, I was informed that the item arrived at the store at 11:18 a.m. I waited the whole day for my confirmation email. By 11 a.m. the next day, I had yet to receive it, prompting me to call the store. Sadly, the three employees I spoke with were unable to confirm the arrival, as it was not in their computer system. It turned out that no one dealt with receiving duties on weekends, so the air conditioner remained on the truck just miles from my house for three days. This left me uncomfortable in my warm home, while no one attended to the delivery on Friday or over the weekend. It might be more effective to assign staff solely dedicated to assisting customers who have made purchases and ensuring prompt item retrieval. This marks my second and final issue with Home Depot.

On May 25, I placed an order for the Ashburn 23-1/2 in x 27 in x 8 in bathroom storage wall cabinet in white for $[redacted].40 with order # W[redacted]73. I received a text on 5/26 stating that my order had shipped with an expected arrival date of 5/29. However, on 5/29, it still showed as shipped with no record of UPS picking it up. Checking again on 5/30, the new delivery date was 6/4. Revisiting the status on 6/1 and seeing no change, I contacted customer service and after a 30-minute wait, I spoke with a representative. They advised canceling the order and placing a new one, which I did. Upon attempting to reorder, I found it out of stock and priced at $[redacted].00. This experience with Home Depot has been disappointing, feeling like a bait-and-switch tactic. I am looking for a resolution from Home Depot to rectify this situation.

I recently bought a Glacier Bay sink model #4310F from Home Depot in Vernon, BC. The sink came with a colander that had rubber bumpers to protect the surface. Unfortunately, after a few weeks, two of the screws holding the bumpers in place came loose and fell down the drain. I have been struggling to find replacement screws, as they have a special smooth flat head. I have spent countless hours on the phone trying to resolve this issue, only to be told that the company does not ship to Canada. I am frustrated with the lack of assistance and the runaround I have been experiencing. I just want to speak to someone who can help me solve this problem. I am willing to provide pictures if needed. If I don't get a resolution soon, I will return the sink and shop elsewhere.

I purchased a lawnmower online from my local Home Depot instead of in-store due to transportation issues. Concerned about the promised two-week delivery lead time, I received an email on the delivery day stating a delay without specifying for how long. After contacting customer service, I was again informed about a two-week delay but with no definite assurance. The staff member explained that COVID-19 was affecting operations. It seems like Home Depot should have considered this when initially providing the delivery timeline. As a result, I am now unsure of when my order will arrive.

I placed an order for an LG washer & dryer set to be delivered on Friday, 6/5, with order number WA[redacted]0. Costco is offering a lower price for the same set by $[redacted], which includes haul away, installation, and parts. I tried to get Home Depot Store #[redacted] to price match but was denied, citing they don't match wholesale stores. There is no information on their website about this policy, and Costco is not excluded on their website either. I am considering canceling my order unless a price match can be arranged. Thank you. - R.H.

I recently purchased Behr Deck Over paint in Cordovan Brown from the Altoona Home Depot store. My spouse and I spent the entire weekend painting our back deck with the 5-gallon bucket we bought. We decided to apply a second coat in specific areas, so I bought 2 additional gallons of the same paint from the store. Unfortunately, when we used it, we noticed it was a completely different color, causing a mismatched appearance on our deck. I returned to the store with the paint cans and receipts hoping for a resolution but encountered rude treatment from an employee. Despite eventually receiving a refund for the 2 gallons, I was hoping for a complimentary 5-gallon bucket to rectify the situation. The employee's refusal to provide any free paint left me frustrated as I now need to spend another $[redacted] on paint to fix the error. Dealing with this issue means sacrificing another weekend to repaint the deck and arrange childcare for my young children yet again.

I am writing in regards to my recent visit to Home Depot. This morning, I went to the Mansfield, MA store and felt like I was treated poorly. I am a frequent shopper at your store and spend a substantial amount of money there almost every week. However, after today's experience, I am reconsidering my decision to shop at Home Depot. During my visit, I had to return an item and make additional purchases. Due to a long line at the return counter and COVID precautions, I decided to browse for other items first and returned to the counter later. While I was on a call on my cell phone, I placed the return item next to me on the floor. A female associate approached us, questioned us rudely, and inspected the item we were returning without much tact. Despite showing her the receipt on the Home Depot app, she left abruptly. When I asked if there was an available cart nearby, she responded dismissively without making eye contact. Subsequently, at the customer service desk, both employees observed my return as if I had committed a crime. This experience left me dissatisfied, and I am contemplating shopping elsewhere. I am looking forward to your response. While I don't mind being questioned, the tone, condescending attitude, and constant surveillance by your associates were unsettling. This level of customer service falls short of expectations for a retail store. I hope you will address this matter and provide your employees with more professional training. Thank you for your attention to this issue. I anticipate hearing from you soon. Sincerely, Ryan R.

Over a month ago, I had a delivery of lumber, deck blocks, and other decking materials to my home. The driver unloaded the items with a forklift on a sloped part of my lawn despite my request to place them on the driveway, causing damage. I reached out to Quinton Howes, the store manager at the Homedepot in Brockville, Ontario, shared photos and videos, and explained the situation. However, it has been over a month with no resolution. Despite assurances from Quinton, nothing has been done, and my lawn remains in poor condition. The driver's actions were negligent, and Quinton's lack of follow-up has been frustrating. I have documentation of my interactions with Quinton and can provide them upon request. I am extremely dissatisfied with the handling of this issue and hope for a prompt resolution.

I placed an online order on 6-5-[redacted] (Order Number: WA[redacted]8). Even though I thought I qualified for free shipping, the site prompted me to pick up the order at the "closest store," a 45-minute drive away. Due to the pandemic, I prefer to limit store visits. When I called the customer service number, I was told there was a 45-minute wait, which turned out to be accurate. The "closest" store couldn't assist either. After unsuccessful attempts, I chose to cancel the order but was informed that it was past the cancellation window. I plan to dispute the charge on my credit card since the products won't arrive for another three weeks to a month. Please cancel this order and confirm the credit processed to avoid me escalating this with my credit card company. Thank you.

I undertook remodeling in the Spring and early Summer of [redacted]. I switched out 2 incandescent light fixtures for 2 Luminaire model no. HQV8011L/ORB lights made by General Electric, purchased at Joplin, Missouri's Home Depot. The sticker on one light says "Vendor# [redacted] Date: May [redacted]." Though I lack the receipt, the packaging indicated a lifespan of 50,[redacted] continuous hours. Despite infrequent usage, both fixtures stopped working last week, one completely and the other flickering briefly before failing like the first. Home Depot's return policy expired after [redacted] days, but I learned the model is covered by a manufacturer's 5-year limited warranty. I've been unsuccessful in reaching Commercial Electric or Home Depot's customer service. Could you assist me with resolving this issue? The fixtures were bought as a pair for around $35. Thank you. - L. B.