HomeDepot.com to Customers: Drop Dead!

Okay, it was my fault. Five minutes after I ordered some wedding gifts from a HomeDepot.com wedding registry, I realized I'd already bought the couple a gift from another registry a few months earlier.

So I needed to cancel the order. Easy done, right? Wrong. You can buy stuff from HomeDepot.com, but they do not let you cancel orders online. Instead they make you call the customer service line during business hours.

The next business day, yesterday, I called the customer service line, and after 15 minutes on hold, they agreed to "void" my order, a process that took another 10 minutes as they called the various warehouses that contained the goods. Also, since my order was "voided," I was told I would not receive any confirmation email.

All done, right? Wrong.

Today, I got three emails from HomeDepot.com informing me that my mis-ordered gifts had been shipped in three separate packages, and my credit card has been charged.

I called customer service again. After another 10-minute wait, the woman told me that there was nothing she could do, so I needed to call UPS to have all three packages returned. But UPS couldn't even process a request until the packages reached their hubs, so I need to call back again next week.

Remember, I attempted to cancel my order five minutes after placing it. Who knew e-commerce was such a commitment?

Update: I received a response from "Jack H." at homedepot.com on Saturday at 4:48 a.m., more than a week after submitting my complaint via the contact form (the only way to reach homedepot.com using a computer). Who's sending emails at 4:48 a.m. on Satuday? Yes, "Jack H." may be in India, but then why does their call center only operate during US "business hours"?

Anyway, "Jack" apologized and gave me return instructions, which were different from the ones the call center gave me. In fact, the call center had told me that the method "Jack" provided wouldn't work!

I responded:

Thank you for replying to my email.

I called your customer service line, and they gave me alternate return instructions for my friends to whom the three packages shipped. They told them to write city names (e.g., "DALLAS") on each of the packages and leave them with their doorman for pickup.

I still want to make two suggestions to improve your service:

(1) Obviously, you need to offer some way to cancel orders outside business hours. You clearly have an automated order-delivery system, since everything was in the shipping pipeline by the time business hours rolled around, and if I had been able to cancel my order online (like I would have at Amazon or just about any other e-commerce site), then this wouldn't have happened. Even if you had a 24-hour phone line, instead of just an office-hours one, this problem would have been avoided. You should look into this -- they're doing wonderful things in Bangalore these days.

(2) In addition to the inconvenience of making me call four times while I'm working, your call center is either understaffed or sub-optimally managed. In all the calls I had to make to resolve this issue, never did I wait less than ten minutes on hold before speaking to a representative, and once I waited almost 20 minutes. Unacceptable.

I'm going to avoid homedepot.com until you fix these issues.

Or maybe I'll just avoid homedepot.com entirely.

Another update (July 27): It's been five weeks since I placed and attempted to cancel the order, and my newlywed friends still have two of the three boxes in their home due to some more bad information from HomeDepot.com.

About three weeks ago, they told me that my friends needed to write the cities of shipping origin on the three boxes in permanent marker, and that UPS would come pick them up. What happened? UPS came a week later, took one and refused the other two. I called HomeDepot.com today, and after waiting on hold for another ten minutes, the agent told me that writing the cities on the boxes was the wrong thing to do. Now they're sending me return labels, which are coming separately, and I'll have to pick up the boxes from my friends and take them to a UPS facility.

Thanks, homedepot.com!

Other Rangelife:
Fun with Google Maps
Photographic Oddities
Hey, I'm Todd Bridges
Jan Wahl's Failed Audience Uprising
San Francisco Stuff

Comments

[Mark Hurst]

Interesting - posted it on http://www.thisisbroken.com

[CeeCee]

Wow!! That is messed up!!!! I'd be so mad!!! I wonder if the order ever got canceled or if the couple got extra gifts from you. You could probably dispute it through your credit card company if you have any more trouble.

[Tom Wrona]

Thanks for your cautionary tale. I'm certainly not going to risk buying anything from Home Depot and I'll be sharing your story and your URL with any of my friends who contemplate doing business with them.

Of course someone could claim you're some kind of crackpot with an axe to grind but jillions of stores are competing for my business so why should I take a chance? You certainly seem credible so prudence dictates that I steer clear of Home Depot until I see evidence that would inspire some confidence.

The blogosphere is a bitch for companies that screw up.

[Jan Jensen]

You think that is bad? In our community Home Depot uses our streets and neighborhood for their trash dump.

Outside my rural home, a Home Depot truck drove by and spilled some building materials. After picking up the usuful items, the driver simply left the trash behind.

After making several calls to the local store and Corporate headquarters, the trash is still here. In fact, the person at Corporate laughed at me.

Nice.

[Buddy]

Thank God! Lowes is opening in our neighborhood, finally. HomeDepot needs the competetion. As far as I am concerned Lowes blows them away

[DONNA JOBE]

I TOO HAVE A COMPLAINT. I TALKED MY 80 YR OLD AUNT WHOM LIVES ALONE TO LET ''HOME DEPOT'' INSTALL SOME CARPET AND LIN. IN HER HOME. WE WERE NOT OFFERED A CONTRACT THAT EXPLAINS WHAT COST WOULD OCCUR DURING OUR INSTALATION. WE WERE NOT TOLD THAT IF PROBLEMS ARISES OF '' DOWN TIME'' FOR THE FLOORING CONTRACTORS WE WOULD BE CHARGED FOR THIS. ALSO, WE WERE NOT TOLD IF THERE WERE APPLIANCES THAT HAD TO BE DISCONNECTED SUCH AS RANGE, ICEMAKER, THAT THE INSTALLERS WOULD NOT DO THIS IT HAD TO BE A PLUMBER CONTRACTOR TO DO THIS. AND WE WOULD OCCUR THE CHARGES. WHEN WE ORDERED THIS MATERIAL IT WAS '' SPECIAL ORDERED'' NO PROBLEM. WAS TOLD IT WOULD TAKE 10 TO 15 DAYS TO COME IN. WHEN I CALLED THE 10TH DAY TO CHECK ON IT, WAS TOLD TO CALL BACK THE FOLLOWING MONDAY. DID SO. I WAS ASKED THEN, IT LOOKED LIKE MY ORDER CAME IN 3 TO 4 DAYS AFTER I ORDERED IT. AND WAS ASKED HASN'T SOMEONE CALLED TO SET UP THE INSTALATION. I TOLD THEM NO. I WAS SET UP THEN FOR COOPER FLOORING TO PUT DOWN THE FLOORING FOR THE KITCHEN AND DINNING AREA. WE RAN INTO A PROBLEM WITH THE AREA IN WHICH THE WASHING MACHINE WAS SETTING AND HAD TO REPLACE THE FLOORING THERE BEFORE THEY WOULD INSTALL. WE UNDERSTOOD THAT. WE TOOK CARE OF THAT PROBLEM. THE INSTALLERS TOLD US THAT THEY WOULD BE BACK OUT THE FOLLOWING DAY TO PUT THE FLOORING DOWN FOR US. MY HUSBAND AND I TOOK OFF WORK TO BE ABLE TO REPLACE THE FLOORING AND MOVE WHAT HAD TO BE MOVED FOR THEM TO BE ABLE TO PUT THE NEW FLOORING DOWN. FOUND OUT WHEN THEY DID NOT SHOW UP THE FOLLOWING DAY THAT THE INSTALLERS HAVE NO SAY SO WHEN THEY WILL BE BACK. THEY SENT OUT TO SPANISH GUYS, ONE COULD SPEAK VERY LITTLE BROKEN ENGLISH, THE OTHER '' NONE''. NOW COOPER FLOORING SAYS WE HAVE TO OCCUR THE EXPENSIVE OF 200.00 FOR DOWN TIME. WAS NOT TOLD OF THIS. NOT ONLY FOR COOPER FLOORING, BUT WHEN THE JOB WAS FIRST STARTED WE WERE TOLD THAT ''DIRE PLUMBING'' WAS CALLED OUT TO DISCONNECT THE RANGE AND REFRIGERATOR ICE MAKER, WASHER, DRYER, FREEZER. WE DID NOT ASK FOR THE PLUMBING PEOPLE TO COME OUT. WE COULD OF TAKEN CARE OF THIS OURSELVES. WE WERE TOLD WE DIDN'T HAVE TO MOVE NOTHING BUT THE BREAKABLES. WE DID SO. TO TOP THIS ALL OFF, WHEN WE FIRST WENT TO PICK OUT OUR MATERIALS FOR THIS SO CALLED'' LITTLE JOB'' WE WERE ASKED OUR PHONE NUMBER, THE PHONE NUMBER WAS IN THE SYSTEM BUT UNDER MY UNCLE'S NAME,AND THEIR ADDRESS WHERE THEY LIVED AT THE TIME OF SOME PURCHASE THAT WAS MADE AT HOME DEPOT. I TOLD THEM THAT IT WAS THE WRONG ADDRESS AND GAVE THEM THE RIGHT ADDRESS, AND ASKED IF THEY WOULD PLEASE PUT THIS IN MY AUNTS NAME AND CHANGE THE ADDRESS OF WHERE SHE IS NOW LIVING AND WHERE THE JOB WAS TO BE DONE AT. ( SAME PHONE NUMBER). THE ADDRESS DIDN'T GET CHANGED. THE MATERIALS WAS TAKEN TO THE ADDRESS THAT WAS ASKED TO BE CHANGED FROM THE VERY BEGINNING. WHEN TAKEN TO THE RIGHT ADDRESS, WE LOST TIME. I COULD NOT GET THE MANAGER OF THE HOME DEPOT TO LISTEN TO ME ABOUT WE HAVE NOT AND DID NOT SIGN ''NOTHING'' NO AGREEMENT, NO CONTRACT, OF ANY KIND, SHAPE OR FORM. WE HE FINALLY REALIZED THIS, HE DIDN'T WANT TO TAKE ON RESPONSIBILITY OF ABSORBING THE CHARGES OF '' DOWN TIME'' FOR COOPER FLOORING, THEN ASKED ME IF I WOULD CONSIDER GOING HALF OF THE CHARGES THAT WOULD OCCUR ON THE APPLIANCES THAT WOULD HAVE TO BE MOVED BY THE PLUMBING COMP.. I SAID ''NO''. NOT ''NO'' BUT ''HELL NO''. NOW IT WILL BE A WEEK UNTIL THE INSTALLERS CAN COME BACK OUT AND FINISH THIS JOB. ''WAKE UP HOME DEPOT'' '' LISTEN'' COMMUNICATE.. COMMUNICATE,, COMMUNICATE WITH YOUR CUSTOMERS. AS A NOW '' FORMER CUSTOMER'' OF HOME DEPOT I WAS INFORMED THAT THIS ''LITTLE SMALL JOB'' IS NO BIG DEAL . THAT YOU PEOPLE HAVE THOUSANDS OF DOLLAR CONTRACTS IN THE MAKING THAT HAVE TO HAVE ATTENTION TOO OTHER THAN THIS '' LITTLE SMALL JOB''. WELL GUESS WHAT. A HOME FULL OF NEW CARPET, AND KITCHEN, DINNING ROOM FLOORING MAY BE A ''LITTLE SMALL JOB'' TO YOU. BUT FOR AN 80YR OLD LADY THAT HAS TO LIVE IN A HOME ALL TORE UP BECAUSE IT ISN'T WORTH THE TIME TO GET HER ALL PUT BACK TOGETHER WHERE SHE CAN USE HER APPLIANCES AND LIVE A EVERYDAY LIFE UNTILL YOU CAN GET BACK OUT THERE TO FINISH THE ''LITTLE SMALL JOB'' IS SO UNGRATEFUL, UNCARING, UNPROFESSIONALY DONE IT IS A DISGRACE. YOU SEE THIS ''LITTLE SMALL JOB''AS YOU CALLED IT WAS GOING TO GET YOU A ''BIG JOB''. BUT GUESS WHAT? MY HUSBAND AND I HAVE DECIDED AND HAVE PUT A BID IN WITH ''LOWES'' YOUR COMPETITOR AND WE ARE GOING TO EXCEPT THE BID. THEY ARE SOME WHAT HIGHER IN MATERIALS, BUT ,, THEY KNOW ABOUT THIS ''LITTLE SMALL JOB'' THAT YOU PEOPLE HAVE FAILED TO ''COMMUNICATE'' WITH US ON. AND WE ''WILL'' BE GLAD TO PAY THE HIGHER PRICES TO '' GET THE JOB DONE RIGHT''. HOME DEPOT WAKE UP YOU ARE LOSING ALOT OF MONEY AND ''DID'' LOSE A '' BIG JOB''.. BY THE WAY, TIRED TO CALL SOMEONE OTHER THAN YOUR SO CALLED CUSTOMER SERVICE AT 1-800-553-3199 TALKED WITH THIS PERSON BY THE NAME OF DANIELL, SHE WAS RUDE, WOULD NOT LISTEN, WOULD NOT GIVE ME SOMEONE HIGHER UP TO TALK WITH. UNDERSTAND WE DID NOT WANT NO MONEY BACK. PERIOD.. WE JUST WANTED SOMEONE TO LISTEN TO US SO WE COULD GET THEM TO UNDERSTAND WE WERE OFFERED NO CONTRACT SO WE DIDN'T NOT REALIZE THE ADDED CHARGES TO THIS '' LITTLE SMALL JOB''. AND STILL WE HAVE NOT GOT TO TALK TO ANYONE IN THE HIGHER UP. WHY IS THE HIGHER UP OTHER THAN CUSTOMER SERVICES HIDING FROM US. I WOULD LIKE TO TALK TO THE CEO... PRESIDENT... OF THIS COMPANY.... WILL I GET TOO? HELL NO.. THEY KEEP THEM HIDEN. THANKS HOME DEPOT FOR A JOB WELL DONE. DONNA JOBE.

[Paul]

I have read all the above comments and as a former employee and part on management, these issue's are exactly why I left the company. Mr. Bob Nardelli has no clue how to run a business. He is cutting all the staff in the stores and removing their ability to perform. Wake up Bob, the money is made in the stores not in your office. But yet he feels it is justified to take 15 million dollar bonuses. If this continues much longer we won't have to worry about shopping at home depot it will not be around. A bigger pill to swallow is why is the board of directors is so blind as to not see this.

[Jamie]

I have an ongoing "drop Dead Customer Issue with Home Depot.Com... while it is not OVER YET... I thought I share this mess so far. Be warned stay away from HomeDepot.Com they are incapable of customer service.
1. I placed an online order (order # 97298971) with homedept.com on Tuesday 11/08/2005. My order was for three items, a granite vanity top and two matching side splashes. All three a greenish granite called ‘Quadro.’
2. My order arrived on Friday 11/11/2005 with 2 of 3 items incorrect:
• Pegasus 25” Quadro Granite Vanity Top correct
• Pegasus 20” Quadro Granite Side Splash model 42682 not correct
• Pegasus 20” Quadro Granite Side Splash model 42682 not correct
• (Both wrong parts shipped were Pegasus 20” Beige Granite Side Splash model 42892) and obviously not remotely close to the correct color.
3. I called customer service the same day (Friday, 11/11/2005 at ~8 PM ) and spoke with Anita and I was told the following:
• It would take 5-7 days for an UPS pickup – exact date could not be specified
• Incorrect items could NOT be returned to Home Depot. – they are not exactly the same company
• Correct parts could not be shipped UNTIL the incorrect parts were received back (via UPS and processed for a credit) UNLESS I am willing to accept being BILLED for the parts again.
• I instructed Betty that I was not satisfied with that level of service and that I wished to speak to a manager
• Betty informed me the she sent an email note to a supervisor and that a supervisor would contact me within 24 hours.
• We verified telephone numbers and ended the call.
4. I called customer support on Sunday 11/13/2005 in the afternoon and spoke with Betty. I asked why I had not been contacted by any supervisor and Betty said all she could do was send another email message for a supervisor to call me; I asked her to put in another request to have a supervisor call me and we ended the call.
5. On Thursday 11/17/2005 I still had received no contact from anyone at homedept.com so I called customer support and insisted to be connected to a supervisor. I was given Jeremy. I explained the history of my problem and I gave the follow reasons why I was not satisfied:
• 66% of my order arrived incorrect.
• A pickup date could not be scheduled, rather a week long period when carrier might arrive at my door step was offered and that would require me to leave the items un-secured and outside in the weather.
• Incorrect parts could not be returned to an actual Home Depot store.
• The correct parts could not be shipped until the incorrect parts where received back; unless I agree to be charged again for the parts.
• No one ever returned my request to be contacted me when I asked to speak with a supervisor.
Jeremy stood by all of these points as being correct and insisted that with the business practices of homedepot.com this was the ONLY WAY this issue could be resolved. After a heated debate, I agreed to have my credit card billed again (to allow for the correct parts to be shipped without waiting for the incorrect parts to arrive back to homedept.com first). I told Jeremy I was still extremely unhappy about it but I would follow his procedure. Additionally I also asked for the POC and phone number of a higher level within the organization that I could raise my complaint to. Jeremy provided me with the Corporate HQ number of 770-433-8211. Jeremy agreed to do the following at the end of this call:
• Bill my credit card and ship the correct parts
• Arrange a pickup within 5-7 Days by UPS to pick-up incorrect parts
• Arrange a credit; once the incorrect parts are received back
6. On Wednesday 11/23/2005 I still had not received the correct parts, nor had the incorrect parts been picked-up so I called customer support yet again. I was connected to Lucy and I asked her what was up going on with the process to correct my order. She started to quiz me about the entire history of the order but I stopped her and asked her what screen told her was going on with my order. She stated that there was only mention of me asking to speak with a supervisor. I asked her if there was a record of the correct parts being shipped and she replied NO. I asked her if Jeremy had arranged a pick-up the incorrect parts and she said she would have to ask him. She placed me on hold, came back after awhile and stated that Jeremy had indeed arranged for the pick-up of the incorrect parts. She also stated she had no record my credit card being re-billed to allow the correct parts to be shipped. I asked her how long it takes for UPS to pick-up the incorrect parts and she told me 7-14 days. I then asked why I had been told 5-7 days on all previous occasions I had spoken with homedepot.com and she said she didn’t know that it was always 7-14 days. In an attempt to conclude this issue, I asked Lucy to ship the correct parts and I informed her that she could bill my credit card to do that. She stated she had done just as I asked, and that the reorder was in the system. Next, I verified that pick-up for the return of the incorrect parts was in fact underway and going to happen. Lucy stated that it was.
7. On Friday 25 Nov 2005 I received an email from “Dan B” in Consumer Affairs (in response to my email of complaint previously sent to the Home Depot). Dan added apologies and Dan noted that he checked on both the ‘reorder’ and the ‘return’ and he described both as “processing.” He also stated he sent me a 10% discount coupon for Home Depot.
8. On Thursday 1 Dec 2005 I returned home to discover that while no pick-up has yet to be accomplished there was a delivery. I received a shipment of two more side splashes; again they are the WRONG parts. I received two more of the Beige side splash not the expected Quadro side splashes. I now have four of the incorrect Beige side splashes to return and I have been charged for all of them.

I am now waiting to see what happens with my issue. I look forward to the conclusion of my problem (as in I finally have the correct parts and the returned parts are credited). I am utterly and completely dissatisfied with the processes used by homedepot.com and even more so with the manner in which homedepot.com engages their customer with. Frankly, the customer service attitude displayed by homedepot.com is rude to the point of arrogance. I am so frustrated with the way I have been treated that I actually still get angry when I think about it. In the business world I am used to, the customer gets the last vote. That vote being where the customer chooses to spend their money. I will never again, ever, under any circumstances do business with homedepot.com; nor will I be able to give any but the most negative word of mouth concerning homedepot.com.

[alfred shemaria]

I WOULD SURE LIKE TO TELL ALL THE NICE HA-HA PEOPLE AT H.D. TO GO TO THE HE--. EVEN THE NICE EXCUTIVES WHO WOULDNT EVEN TALK TO ME BECAUSE I WANTED TO MAKE A COMPLANT. ITS A WONDER THEY ARE STILL ON THE N.Y STOCK EXCHANGE.I WISH THEM THE WORST OF EVERYTHING.

[Don Henderson]

Went to home depot in Sun City ctr. Fl. To purchase 8 electrical switches. I could only find 3, so they checked their inventory and said they had 10, I hunted a hour no results. I was told I could go to another store 20 miles away, the same store they told me I could go to last week for another item I wanted. I said no. I guess all this store is for is to send you to their other store. They then said they would transfer them from the other stoe and to pick them up in 2 days. Guess what they never heard of me after waiting 15 minutes. Then I was told they can't transfer from one store to another. I talked to the assistant manager and said he would pick them up and for me to come back in 2 days. I was there at 09:15 Monday morning. Manager doesn't come in until 10:00. I came back for the fourth time. Guess what for all my troubles and time he was going to be generous and sell them to me for hal;f price. I said that doesn't do me any good as my customer is paying for them and how can I charge my customer for all the time and gas I used. I caked for a gift card and was told they can't do that. ^ months ago I had a problem with Lowe's and they gave me a $100.00 card, for my troubles. I turned around and bought a microwave, and through in $100.00 of my own. Poor business transaction. They would not have lost anything in the end. Does anyone know the e-mail address of the main headquarters, as I am not done being a squeeky wheel. Don

[Jamie Reed]

DO not shop H.D .com it has been the most horrible experience for me. I ordered a rubbermaid shed which turned out to be a piece of crap. I have been trying to return it for over a month now. The shipping co. ESTES has stood me up 5 times and H.D.com will not give me a fefund. Please take my advice you will regret doing business with Home Depot. By the way the refund is over $800 that could come in handy since I just went through hurricane Katrina and Have damage to my home.

[sue bagley]

I would like to know if any one has had problems with there Citi card homedepot accs, with the uses of a consumer credit counseling service.

[Brenda Holmes]

I placed an order on Dec 8th for some items for the holidays. I was told some of the items were unavailable, so be it. But! In January not only did I recieve the items I no longer thought I was getting, but I began to recieve DUPLICATE ITEMS!!! Now this is where the nightmare comes in, trying to return and get credit for these items. First, after over 50 calls and inumerable time spent on the phone telling the problem over and over to thier reps, I still am resolving about $450. It started with over $1200 in merchandise I never ordered, well duplicates of. Second, everytime they send out anything a new order number is generated, thus leaving me with a lot of different numbers that do not match up to the original order. Third, I have spoken to people in Texas, who longer exist. Now Florida has resolved the most, but today I was shocked that after trying over a dozen call and getting India! I fnally got Florida, hopefully to resolve the last two lingering credits and be done with home depot.com forever. Consumers be warned this has been a nightmare! And, instead of the company doing everything to improve customer service, they enlisted India?????

[JIM Holmes]

I went to Home Depot in Merced,Ca about a defective shower kit.While taking to department manager I was pushed by this person.filed in store complant,received call from corp.office. Not one more word about this. Home D dosnt care.

[michael radatz]

thank's for the tip.I was going to BUY A SHED from homedepot but, NOW I AM NOT !!!!!!!!!!!

[al shemaria]

I just want to say tomorrow my account for my rugs will be paid off. I AM PAYING THEM OFF 2MONTHS EARLY BECAUSE I DONT TRUST THEM. I HAVE TOLD THE BANK WHO HANDLES H.D. ACCOUNTS TO PLEASE CLOSE MY ACCOUNT. ITS A SHAME THAT IN THE MOST FREE COUNTRY IN THE WORLD THAT WE HAVE TO BE HAVE TO KNEEL DOWN TO A BOUNCH OF SO CALLED PEOPLE. WHAT WE NEED TO DO IS STOP SHOPPING WITH THEM AND BRING THEM DOWN "A NOTCH OR TWO".........Tell h.d. to go to hell............

[Annonymous]

I work for HD.com and it is hell, ive warned all my family and friends not to shop there. Must be horrible if an employee wont even shop there and tells people not to. But please guys! Be nice to us...We are only doing what we are told to do and the nicer you are to us the more inclined we are to help you! If you bitch and insult us then we wont do anything for you.

[Rich Weinland]

In June of 2004, I purchased a yard fountain from Home Depot. The item has been stored in my garage until now due to the fact that the intended area was not ready. Today I began to unpack it, and discovered the base was broken. I did not do the damage, and was very careful when I transported and stored it. After visiting with a couple of employees, it sounded as if I was going to be able to exchange it for another of comparable cost since they did not carry this one any longer, and I still had my receipt. After loading the fountain and returning to Home Depot, however, I was informed by the garden manager that it was my tough luck. I can understand why they might need a 90 day return policy, and that they no longer carry this item. What doesn't set well, on the other hand, is spending this kind of money which to me is more of a donation since the item is broken. The only way I'm able to get some satisfaction is through this e-mail. Considering what I have already purchased from Home Depot, and the fact that I will be building a new home and shop on a country lot, this was a stupid move by Home Depot. What they would have gained by keeping a customer happy and maybe losing $50.00 to repair the fountain base, would have been gained many times over has the exchanged the item. Fortunatly, Lowe's has just moved in with a new store.

[Dave]

After leaving the home depot after 17 years , 10 of them in management,I will tell all of you that home depot really just wants bodies on the floor, no experience, little training, and a part-time cheap associate. Thanks nardelli you have really ruined a good thing. I shop at Lowes..

[tampa call center]

I have told my family if I ever catch you on homedepot.com I will disown you on the spot and if I ever even hear your name from someone in the call center I will make sure you never hear the end of it!!! why anyone would order off that site is to much to even think about. they have not only outsorced to India but they have also outsorced Tampa call center... the email section and another section besides that... heaven forbid you want help with your orders from there.. you know I am really surprised that a hacker hasn't went after the site and the data base thats used because after all its not worth the time to write the code, oh and for those that have been calling in and getting transfered thought 3-4 people that are not telling you shit and then getting to the last one that tells you "I'm sorry... one of our systems is updating" UPdating my ass its down for the count!!

For those that call in and start screaming at us well there are some that can't deal with it, me I can and if you could see me you would see me shaking my head right along with you!! I was asked tonight what I would do if it was me and I had to put up with this shit... well for the guy that asked me that about his order that has been sitting in the freaking warehouse for the past 14 days... I would get on every one of these sites that have things about HD.COM and let everyone, and I mean everyone, know about it!! I don't care if you have an order that is $37.00 or $3700.00 no one should have to deal with the shit that we are made to dish out each and every call.. and I will be damned if I will lie to anyone that I talk to! if I don't know where your order's at then I am going to tell you or I will try my damnest to find it for you. but then I will only have my job for a few more weeks if I can take it that long till I am also outsorced... isn't that wonderful... "GO HOMEDEPOT.COM" I wish....
I was told by a customer that I had stock in this company... Which I replyed "no sir I do not", that set him back..... NOT ON YOUR LIFE!!! I WOULD NEVER HAVE STOCK IN THIS COMPANY!!!!

An added little note for you all if you have noticed they have been adding a review part to the web site you might go in and add your reviews to the items you are having problems with because believe me I know the customers read them... keep out the 4letter words and they won't catch them and take them off as fast.. but if you have an added few minutes you might add them a few at a time..

[Ashamed Stockholder of Home Depot]

After 5 + years with this company, filing a double EEOC complaint, to no avail, now have to file in Federal District Court, but cant find a lawyer who is now afraid of big Corp.'s in Western Colo.
Just a warning to past, current and future employees and customers. A person I know went into the breakroom where I work, as a customer, with her little girl to get a candy bar and drink. On her way in, no one questioned her, and she was able to pick up and obtain 50+ Time?Attendance sheets filled out, with SSN's, along with a stack of papers with printed Credit Cards numbers, and numerous pages of photo-copied personal checks with bank routing numbers and other customers personal info. Manager Mike Zadel knew these papers were just laying there in the breakroom, was told about it numerous times and choose not to protect associates and customers ID"s and credit card numbers. Only use cash if buying at Home Depot, and the store credit card, costs you 10 bucks per month for the "Privilage " just to have the card.
If anyone knows of a lawyer who isnt afraid of Big Corp's, my case is pretty strong for age and disability discrimination.

[margieclaire]

I have a major complaint with Home Depot in general. It is a long story and if anyone is interested in all the details let me know. Bottom line, do not, I repeat do not order cabinets for a remodel from Home Depot especially the Maui store. If your cabinets come in wrong, the whole remodel is either delayed or you have to start over. If you do business with any Home Depot, take a note pad with you and get the name of the associate that helped you, write down the time you talked with them and that includes phone calls. Make sure you charge everything on a credit card in case you have to do battle with them. That is exactly what I did and had perfect documentation. My credit card accepted my documentation and credited my card. I am still out the labor that I had to hire to try to fix my Home Depot remodel kitchen nightmare and I will take Home Depot to court for that, but be ready to do battle with them. Once you order custom cabinets, it is up to you to prove them wrong....even if the mistake on their part is obvious. I use to do all my business with Home Depot, but know give that business to Lowe's. They know what customer service is. Remember....document, document, document when doing business with Home Depot.
Margieclaire

[Clarke Jacobs]

My worst shopping experience ever occured at Home Depot, June 18/06.
I had my legs knocked out from under me, from behind by an employee pulling a flat deck wagon.
I landed on the flat deck, and floor.
Needless to say, but HD's insurance company is almost saying that the incident never occurred, even though admitting that they have it on tape.

[The Roses]

Home Depot has been the worst experience in our total home remodel. We spent over $90,000 installing wood flooring, total kitchen remodel, bathroom remodel, countertops, appliances, travertine...well the list goes on. 18 months later our wood floors are separating, travertine tiles are popping out in my bathroom and EVERY appliance is breaking down (Maytags and JennAire top of the line appliances). Home Depot claims we did not purchase extended warranties on our appliances...all I have to say to that is you're full of it!! If one is spending the kind of money we have - the small expense of extended warranties was not an issue. Home Depot has yet to fess up to all the problems, time and money they have caused us. HOME DEPOT SUCKS!

[David Miller]

I'm a Snow bird and live in a trailor Park in Florida. I believe there's about 1 million trailors in Florida.Why can't You stock more items for Trailors in Your Florida stores? I know it would be Good for Your Business. Please consider it, Thanks David Miller, Frostproof, Fl.

[al shemaria]

THE NEWEST THING FOR H.D. IS THAT THEY MADE THE C.E.OFFICER RESIGN AND ARE GIVING HIM A "PACKAGE" OF 10MIL. IM SURE THE STOCKHOLDERS LIKE THAT SINCE HE WAS THERE A WHOLE NINE MONTHS.I SURE AM GLADE I DONT OWN ANY OF THEIR STOCK...THEY TAKE CARE OF YOU AT HOME DEPOT. AL SHEMARIA

[Dan]

Just to let you know that i am a part time employee at Home Depot, and i don't see anything changing. We are getting more employees but at the same time they are cutting part time employee's hours out.
And if for some reason an employee happens to have some overtime, because he or she was helping a customer! He or she are told that they have to leave early. Now this doesn't sound too bad, except that on more that one occasion i have found myself as the only person in three departments..
I have been there when we were told that the regional manager had told the store to cut associate's time because the store was over on allotted hours for the week.
We were also told that we would hire skilled employees, but only one in each dept! Is this person going to be there from store opening to store closing every day????
I don't think so...
What we need is to have equal employees in each dept. every day all day. And guess what they don't all need to be experts..
Most customers want someone to be there just in case they need sometype of help and that is friendly and not a grouch.

[scott]

just recently was hired by home depot and so far i think it is a great chance for employment advancement. all of you have had some problem with the company i havent so far but can anyone here honestly say that there is a business out there that have not made mistakes or some one in the customer service department is having a bad day sometimes you have to deal with it. as far as extended service plans go you have to read the fine print on every contract you sign and have proof of purchasing it. some times life throws you curves you just have to deal with it and move on just my 2 cents.

[ALFRED SHEMARIA]

I AM DISPLAYED AS THE WRONG SAYING. IM YHE ONE THAT SAID TOMORROW IM PAYING OFF MY ACCOUNT BECAUSE I DONT TRUST H,D. BUT I SHOULD HAVE WAITTED, IN THE LAST 6 MONTHS I HAVE CLEANED MY RUG 2 TIMES BECAUSE THE RUG IS A DOWNGRADE INSTEAD OF AN UP GRADE THEY Said they would i got a downgrade, i dont anyone sees this but if you do , please let me know.....al

[dave]

homedepot used to be my favorite store also but not any more there junk is junk web site sucks i,m going to start going to lowes much nicer and cleaner than the pits h.d some of th people at hd r great but the business is looking dumpy and over priced

[vaughn]

I bought an 8x10 storage shed from home depot in dickson city pa. store. checked all the part #s before starting to assemble. Got it halfway done and Surprise! one of the wall panels was mismarked. so i called home depot and talked to a little weasle dept. supervisor who informed me that i had to call the manufacturer. He said they had more of this type shed in stock, but refused to open a box and give me the part. (the supervisors name was morgan, by the way). he could have given me the part and then gotten it back from arrow, the manufacturer, but he just had the "well, too bad it`s your problem now" attitude. I`ll never go into another home depot for so much as a nail. Everyone should get together and start a boycott of these uncaring idiots.

[ray]

what a pity, home depot will vanish as did pergament and times square stores, better off if loews brought them out, and settled many disputes and became no. 1 home improvment store in the world

[bruce]

HOME DEPOT, WHAT A JOKE. I AM A CONTRACTOR AND I HATE HAVING TO GO TO H.D.I HAVE NEVER HAD A GOOD EXSPERIENCE WITH THEM.I DO MY VERY BEST "NOT TO ASK FOR HELP"BECAUSE IF I DO I FIRST HAVE TO FIND SOMEONE AND THEN I HAVE TO LISTEN TO :I DON"T KNOW.THE ONLY REASON I SHOP THERE IS BECAUSE I HAVE NO CHOICE.

[Dr. Jay]

Home Depot is simply the worst of the worst. They do not deserve to be in business. It does not matter if you shop on-line or at any of their terrible stores. The shopping experience is identical - AWFUL! I will not tolerate it any more and will stop shopping there entirely - effective right now.

[Bob Mackin]

My name is Bob Mackin. Back in 2002 I bought my mom a Honda lawnmower, reconditioned,at the Home Depot store on Carrier Pkwy in Grand Prairie, Tx and a Sunbeam grill at the store on S. Cooper in Arlington, TX. At the time Home Depot had a lifetime guarantee return policy.
I was gone for 5 years. I got back in November last year. The Sunbeam grill has never worked. The Honda lawnmower hasn't worked in 4 years.
I went and talked to the customer service person at the S. Cooper store. I explained he situation. I told her all I wanted was for the grill to be fixed. It's still brand new. She asked if I had a receipt. I told her that I didn't have to have a receipt--that the return policy I bought the grill under did not require one. She told me that the policy had changed. I said that that couldn't affect anything bought before the new policy went into effect. She got very abrasive and short. I finaly just left.
I went to the Carrier Pkwy store and explained about the lawnmower. The customer service woman there talked to me like I was trying to steal something. Very short, almost hostile. I asked to speak with the manager. I told him the details and said I only wanted to know one thing--is the policy I bought the lawnmower under the one that still applies. He assured me that it is.
So, I went back today, 3/19, and took the lawnmower. I had the same problem with the customer service desk. As soon as I told them that the new return-repair policy did not apply, the lady (another one) was totally out of her element. She quit smiling and got short. I talked to the asst. manager and he told me that the repair policy that I bought it under does apply. However, the form you have to sign has nothing about a Home Depot waranty, it only says that you agreeto pay if it isn't covered under the manufacture's warranty. I told the woman that and she said it is the same thing. I don't believe so.
The customer service people have apparently had no training concerning products that were purchased when Home Depot had a lifetime guarantee to repair or replace all tools, etc. They only know how to do it one way. I was told that the old warranty doesn't apply because it has been changed. I told the girl that the only reason I bought these things at Home Depot was due to the fact that I knew I could always bring them back and have them fixed for free. Also, that if I buy a new car that has a 3 years warranty and later the warranty is reduced to 1 year, that has no effect on my car. Same for Home Depot.
But the biggest thing is their rudeness. They are rude. I've talked to 3 different customer service people at 2 different stores and all 3 have been very, very rude when they found out that I placed something in front of them that was out of their experience.
I don't believe it is entirely their fault. Supervisors should have trained their customer service people to deal with situations like these. I mean, I can't be the only person to bring back something to be fixed after Home Depot changed their policy! Does everyone just say, "Oh, shucks. You changed the rules on me. I hate to hear that. Oh, well. I guess I'm stuck."
Anyway, I sent the lawnmower to be repaired. I will see what happens when it comes back. The manager and asst. manager that I talked to were professional and courteous, but the customer service people make me never want to go to Home Depot again.

[C. Soll]

Home Depot can eat the green hotdog!! It better keep playing it's little ditties about "we can do it right." Years ago the Home Depot gave great service. They sent a cheap rug and foam pad to be installed at my home last year. I had ordered a heavy carpet with upgraded plastic over lay on foam padding. They did not even bring enough of the cheap carpet. I walked on wood floor in a 2 story home for 3 months before they came out to bring the correct carpet. 6 months later they still have 2 of my bedroom closets not carpeted BECAUSE THEY DID NOT MEASURE CORRECTLY!!! GO TO HELL HOME DEPOT!!! The same old crap!! The big one running Home Depot gets the big bucks while the poor employees are treated like slaves!!
Not to mention I had to make a gazillion calls to get them to get my heavy carpet in. Do you know how much time and energy I had to spend getting that damn carpet in? I had to pay people to move all my stuff out of a 2 story home and then back in. What a joke!! When Home Base was around, Home Depot was good......... F MINUS AND DROP DEAD FOR WASTING ALL MY TIME AND MONEY HOME DEPOT. I hope the President of the company gets fired for not giving a damn about the customer.

[C. Soll]

Scott, I just read your posting. Please read mine. I just posted. I bought the upgraded carpet in the store and they tried to come out with a cheap carpet and pad to boot. I sent them packing and the fight began. They wore me to the bone in 3 months but I fought, fought, fought and finally got the correct carpet what I paid for!!! Like I said: GO TO HELL HOME DEPOT. The manager was rude to me and could have cared less if I got the carpet. I have written 3 letters to the upper ones and have not even gotten a dime of compensation for my time, paying people to move everything out of my home on 2 different occassions. They are idiots. It was called Bait and Switch the carpet and pad and to hell with the customer. Looks like you got the same treatment. Don't let the door hit you in the a on the way out.

[Dennis Isham]

I had a H.D. credit card, I cancelled it today.I was not aware they did not have a grace period (my bad). Last month I had a 20 dollar payment due but I was 2 days late, they jacked my intrest rate up to 26.99% and charged a $39.00 late fee. When I called customer service the woman I talked to just laughed. I will be a Lowes customer from now on, I hope they are better. I also will never deal with Bank of America, again they also have a no grace period and raised my rate to 29.99%. I don't know when companies started the no grace policy but I will never go with one again. One more is Wall Mart and the way they treat their workers, I stay clear even though I have a store up the street.

[Ryan]

Went to Home Depot to place a 'special order' for a granite vanity top. When I got there, I was told that the only asssociate who could do this was on her lunch break, and that I'd have to wait 45 minutes or come back the following day. wtf??

[Order taking services]

Thank you for your cautionary tale. It is indeed an interesting article. I just hope that whatever happens to home depot, it's because they deserve it. I am hoping that you'll keep us updated. Good luck and more power.

Danielle