Several weeks ago, we went to this Home Depot store to purchase outdoor furniture, new patio doors, and building lumber. Rude punk, who finally stopped playing on the computer when we asked for assistance in doors, ended up arguing with me about what kind of doors we needed (even said sometimes women get confused when buying doors); bottom line, he was unhelpful, rude and even walked away from us; no one else bothered to assist us; next we went to lumber and some disrespectful young man named Kevin who was as sour a person I've ever encountered - ZERO personality and ZERO customer service, told us we could not have our lumber cut to the dimensions we needed, said it "would break their saw" -- we said "that's the silliest thing we've ever heard" -- he said "hey lady, I don't make the rules and that's just the way it is" -- we left that dept. too;
went to outdoor furniture where we wanted to purchase furniture as well as a large outdoor fountain; some woman employee in that dept. actually made fun of us after we asked how the fountain worked -- said "you just plug in it and it works, that's how it works" -- we repeated our question this time detailing for her that we wanted to actually see the fountain running, as in WITH THE WATER FLOWING, so we could see if it was the fountain we wanted (anyone who works in fountains should know that each fountain flows differently depending on the design and construction of the fountain) -- we finally left after she got on her walkie talkie and said "some people over here want to know how a fountain works" and then rolled her eyes. We left because no one ever came to assist us after she called "her manager" to come to that dept. We finally gave up, left the store and purchased NOTHING. I thought this over for a few days, and decided this lack of customer service on the part of at least 3 Home Depot employees needed to be reported.
I called and left message for store manager to call me back. One week went by and he never called, so I called him back. He apologized and said he would have "Dennis in doors call me that very day and have him deliver a door to my house". Well, no one ever called, no one ever followed up and I heard nothing whatsoever from anyone at Home Depot. So the next week, I called again and the same story as above occurred. Promises were made to assist me, yet no one ever did. More importantly, I am mortified at the manner in which we were (mis)treated by incredibly rude, unhelpful and LAZY Home Depot employees.
Carolyn of Niagara Falls, NY May 29, 2009
On 4/13/09 I purchased an Andersen Storm Door for 279. The installation charge was 129 but Home Depot was offering a 72 rebate on this charge. I sent in the required information for this rebate on 4/15/09. After one month, I checked on line for the status of my rebate and it showed that they did not receive the required information, which I know I did send. To give them the benefit of the doubt, I resubmitted the Special Services Customer Invoice, the SKU #, and a copy of the sales receipt on 5/21/09.
Today, 5/29/09, I called for the status of my rebate (unable to speak to a live person) and was told that I did not submit the SKU # and that I may not have paid enough for the door to qualify for the rebate. It looks to me as if Home Depot is coming up with one excuse after another so as not to send me the rebate. By the way, the door was installed on 5/19/09 and this will probably be my last purchase at Home Depot.
vvian of Sellersburg, IN May 30, 2009
5-2 I paid 50. to have someone measure my sliding door for a blind they said I would be called for an appointment,I said I wanted this in a timely manner and was told all should be 2-3 weeks,well noone called for ten days and I was leaving tonw so made the apptment for the day after my return,they came,told me i should hear back within a day or two, I called for 3 days leaving messages that were never returned.
finally on my forth try, a human voice but it ended there for behind the voice was no knowledge,she kept putting me on hold with every question I asked I asked to speakto someone with more knowledge and was told to wait again, this time she said it would take till 6-28 before blind would come into store and then they would set another apptment to install. I then cancelled and fumed. next day I went into clarksvlle,in. store asked to speak to manager no a kid gave me my money back without a word, did not care that good custoer was upset. shame on hoe depot you have lost my families business if you care
Alex of Spring Valley, CA April 22, 2009
I have always had good dealings with Home Depot. I am planning on replacing a wood entry door with a steel one, jamb and all. The price of the pre-hung steel dore is reasonalble, 184.00. The price that they get for installation is out of this world. Installation costs START at 595 and go up from there.
Diane of Newberry, FL April 17, 2009
In 2005, I purchased 5 French doors for my home from the West Palm Beach, FL Home Depot located on Lake Worth Road. All of which were custom sized, as the house was an older home. I paid for the doors, delivery, and installation and the customer service representative generated two purchase orders, one for the doors and a second one for the installation and delivery. This caused many problems for me throughout the following 6 months. I spent time with the door department staff to make sure that each door swung the correct way and asked for assistance in selecting door hardware and lock sets for the doors. I was told to buy the locks and hardware and take them with me so there wouldn't be any problems later. I asked at that time about hurricane resistant glass and the staff in doors asked if I had hurricane shutters over my existing sliding glass doors. I did; I told the staff that they had been there when I bought the house. I was told that I did not need hurricane glass if I had shutters and there wasn't the need to go to the extra expense.
I called the store multiple times while waiting for the doors to arrive, asking to be updated on the process and to remind them to apply for a permit so that the install could begin as soon as the doors arrived. After a few conversations, I was told that they could not apply for a permit until after the doors arrived, which didn't sound reasonable to me. Several days after that, I got a call saying that the doors were at the store and I should come to get them so that nothing would happen to them. I said I had paid for delivery and install and it took phone calls and visits to the store to realize that because they had generated two purchase orders, the staff was only looking at the purchase of the doors and not aware that they were supposed to deliver and install them as well. When I arranged for delivery, I was told that I had paid for curbside delivery and that was were the doors would be left. I said that this was unacceptable and that the doors must be brought inside my house. They were subsequently delivered and leaned against the wall in my kitchen, where they would remain for months.
I found out then that Home Depot had not applied for a permit even after the doors arrived at the store because they had never referenced the purchase order in which I paid for installation. I kept calling. When they finally applied for a permit, I found out that the process would be delayed because of a recent hurricane. They said permits were being issued to those who needed to do repairs first and to elective remodels later. Then there was an issue about issuing a permit for install of French doors without hurricane glass because I did not have permits for the hurricane shutters that came with the house. I felt like the staff misled me because I had talked about that with them before the purchase.
I called the main office to complain about all the issues involved on multiple occasions but it seemed that you could only get so far with the phone staff, could never talk with a supervisor, and no attempts were made to address this consumer complaint. I could rarely get the store manager on the phone. She was always out of the office or on another line. I told them at one point that I would come that afternoon to see the manager and went to the store immediately to catch her before I could be told that she was gone for the day. At that time, I asked to speak with the manager and was asked what I needed to see her about. I said that I thought all the people in line behind me would like to hear about why I was so dissatisfied. I managed to get a complete refund for the price of the install and I hired another individual to install the five doors. I had never unpacked or examined the doors prior to install. Three of the five had been ordered with the wrong swing even though I discussed what I wanted with the staff in doors and with the person who came to the house to measure the openings.
At that point, I was very disappointed but decided to proceed since I did not relish another attempt at dealing with Home Depot. The locksets and hardware they had helped me pick out were not compatible with the doors and I had to return the items and get different ones. At that time I was told they had sold me the only brand in stock that would not work with that brand of door. The holes for the knob and lock were cut about one inch too high in one of the doors and it could not be fitted with hardware. I called the Home Depot. They did not have a helpful attitude, as if I had done something wrong, and said the manufacturer would have to send someone to look at it. I explained that I was living in a high crime area of town with a door that I could not keep closed, let alone lock.
They were not appologetic. I held the door shut with tape on the inside and put a handle on the outside for looks, hoping I wouldn't be robbed while I was at work or while I slept. It took several days for the manufacturer to inspect the door, admit that they cut it wrong, remeasure, go back to their facility and make another jamb so that hardware would fit it. I told them that the were responsible for putting it in since by then, my installer was getting anxious to finish the project which was running days beyond his predictions. I ended up paying him 100% because he'd been so nice about all the problems he was encountering and letting him go start another job. Luckily, he was an honest person and sent one of his crew back to finish the trim work after the repair was made. He told me that he does not do business with Home Depot and I can certainly see why.
Because of the 6+ months of delays caused by one problem after another, I was late getting my house on the market and it sold for probably 10,000 less than I could have gotten months before. I had spent a lot of money at Home Depot over the years but at this point, after all the delays, stress, frustration,and especially because at no time did the store appologize or admit a single mistake, Home Depot constitutes fighting words in my house.
Mo of Leesburg, VA April 13, 2009
Visited Home Depot on 03/22/09 looking for a storm door. Found what I was looking for. Came back on 03/25/09 to place the order. Sales associate was professional, knowledgable and knew what he was talking about. Gave me a mail-in rebate, plus a 10% discount (opened a Home Depot account). Sales Associate stated that the order will be delivered with 10 days. I expected 15 days (basic delays).
On 04/08/09 called Home Depot checking to see if the Storm Door has arrived to their premises so we can schedule an installation date; The sales associate stated that it will be delivered to home depot on 04/10/09 (Friday eve). I understood the sales associate and was happy to know that at least the door will be at the premise.
Today Monday 04/13/09 I placed a call to schedule the installation, I get a manager her title is Expiditer (what an irony - she is supposed to expidite your order - Hahh); I gave her my phone number to look up my order. I told her I was hoping we can schedule the install this week either today or sometime this week. And all she had to say is that the door is not even delivered, and that installation services are not even available for another 2 weeks that if we can book them! I held my self back, and tried to understand what she was trying to say, but that did not help. She kept repeating her self again and again..
At that point I had to end our conversation and call Home Depot Corporate to file a complaint... All I need is a Storm Door installed soon, and not in the next season... In Such a bad economy, while customer portfolios are shrinking in every business, holding on to your loyal customers must be or supposed to be the vendor # 1 priority. But that does not seem the case. Even if you are a come back customer, and you open a credit account with the vendor and follow the sales associate recommendations, that conduct is no longer appreicated by Home Depot. The only resolution in this case would be an advise to all readers, to pay an extra dollar and go to LOWES. My mistake was not going to LOWES thinking I would save some money,... but you know what, I would rather be told the truth about a delivery, pay the extra dollar than being delayed over and over again after being promised something else.
DELAYS, UNKNOWN RESOLUTION STATE, HESIATION TO GO SOMEWHERE ELSE UNTIL REFUNDED, THE IMPORTANCE/INTEREST TO HAVE THE PRODUCT INSTALLED IS GONE, TRUST LOSS.
Thomas of Brooklyn, NY April 11, 2009
Went in Jan,2009 to order special size doors.After finally getting someone to measure ( they had to measure twice) and I paid in full ( credit card) I was told 7-10 Days for making and installation. It is now April 2009 And after making repeated phone calls I am still getting no answers!
Total Stress ,constant heart burn, depression
Pam of Sicklerville, NJ March 8, 2009
You probably don't get many of these, but this is actually a positive comment. Last year we ordered a new front door, which included a transom and two sidelights from Home Depot in Turnersville NJ. Our house was only four years old at the time, but the builder put in a really cheap door, and did it in a substandard way, so the door trim had completely rotted and water was penetrating the house. The new door I bought at Home Depot was around 5K, and their installer put it in. The guy they sent was extremely meticulous...very old-school, measure twice and cut once kind of guy. It took him the entire day to put the door in, and in the end he did a beautiful job. I have no more water coming into the house! I have carpet coming from them tomorrow....let's hope I'm not disappointed.
Vadim of Park Ridge, IL February 13, 2009
in 12/2008 we purchased Andersen storm door in local Home Depot, with the installation. It came with the rebate - 57 after rebate for the installation; so Home Depot was promising to compensate the difference between 57 and the real cost of the installation, up to 128.
We paid for the installation 174; expecting 174-57 = 117 rebate. Instead , Home Depot sent only 63. This is how they explained it: The basic installation is normally 109.00 and after subtracting 57.00 which is the promotional price for installation, the remaining balance is 52.00. Nowhere the rebate form mentions any normally, and isn't it funny that they determine that only 109 is normal after they themselves have charged 174! They further proceed: and as a customer satisfaction gesture would like to offer 65.00 in the form of a Home Depot gift card
This is 100% illegal rip-off. I guess I'm not the only one who has purchased this storm door with this promotion.
65 difference between what should be the rebate and what they sent.
Candy of Thunder Bay, ON February 9, 2009
I purchased garden doors in my kitchen to replace my existing sliding doors. I thought garden doors would be more energy efficient rather that the existing sliding doors. Well it turned out that the doors began warping and icing up so bad that I had to wear mukluks in my kithen as there was so much cold air coming through the doors making the floor extremely cold.
I contacted the store where I purhased them as well as the head office and he pushed me off to the contactor that installed them. I have called him twice and nothing seems to be happening. No one seems to care. What ever happened to good customer service and ethics of companies. I believe this is now a matter for small claims court.
I am getting extremely stressed out. I have paid good money for these doors and was told that there is a warranty on the doors by the manager at Home Depot. Who will honour the warranty or even do anything about it.
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