Home Depot
Reviews and Complaints

We purchased a refrigerator on line. When it came in it was damaged. A customer service person took it upon themselves to reorder the refrigerator. I went in to the store on Stage road in Memphis to get a refund. They told me since it was ordered again they could not and would not refund our money. I did not tell or authorized anyone to reorder this this item. As I stated, the store salesperson took it upon herself to reorder without our permission. They said it will be early in June before it comes in. This will 2 months since the original order. I want my money refunded We are being punished for someones incompetence. I would like my money refunded and do not understand why it can't be since we did not ask for the item to be reordered.

I am one very upset 😡senior and can not let it go without letting you know. I ordered 8 2 gallon peking hedge cotoneaster on line and when they arrived was surprised at how small they were considering I paid almost $35 each. Today I went to my local home depot to pick up 1 more the price of 1 the size I have was just short of $8 I picked up one for $24.99. If you take a look at the attached pictures you can see for yourself why I am extremely upset 😡

I ordered 6 cubic yards of topsoil on 4/22/2021. The price was 413.31 delivered. I was contacted about a week later from the people that deliver their products and I had to pay another 150.00 for delivery which I paid since I needed the topsoil. A few days later they delivered compost instead of topsoil which is not what I ordered. The first time I called their customer service the person I talked to told Me I could order bags of topsoil and She told Me I should not have been charged for delivery and She would subtract the 150 from the price of the bags of topsoil and they would have someone come pick up the compost they left in My driveway. I agreed to the above. She also told Me they would refund the 413.31 that I already paid for the topsoil they did not deliver. By Friday April 30th I had neither heard anything about picking up this compost nor been refunded the amounts they had told Me I would get to be applied to the bag topsoil. On Monday 5/3/2021 I again called them and after being on hold for 30 minutes I talked to another customer service rep who listened to what I was telling Her, told Me She was going to transfer Me to some one who could help Me. I was on hold for another hour and 15 minutes with no one answering and the call disconnected Me with no help. I called again yesterday May 3rd and I talked to an oriental lady who I could not understand and She couldnt understand me, talked for about 15 minutes and I did Hear her say something about 85.00. After I got off the phone I got an email saying that their were crediting Me with 85.00. Why I dont know but I have not heard anything about the 563.31 I spent for the topsoil I ordered nor any other info. Between Friday and Monday I spend almost 6 hours on hold and trying to explain what has went on between Myself and home depot. Which was a total waste of time. If they do credit Me 85.00 then they only owe Me 478.31. The telephone number I called each time was [protected]. I have a tota of 13 emails the I have gotten from Home Depot, their delivery company and a company that was supossed to pick up the compost but so far no action from any of the 3. If someone can exlain to me how to attach the emails I will sent them all to You.

Ordered a 7 pc patio set, with matching 5 pc fire pit set, and 2 matching chairs. The 2 matching chairs arrived, as did the 4 chairs that go with the fire pit. Now we're being told the fire pit is not available and not going to be available - and they want us to return the 4 chairs for a full credit. That would mean cancelling the entire order and starting over again.

Why cant they just issue a partial credit for the fire pit - let us keep everything else - then let us order a new stand alone fire pit?

They are going out of their way to make this difficult - and their customer service area has tunnel vision that does not include making things easier for the customer.

DAY ROSS Co. delivery guy 04/30/21.
- 1st, came to my garage w/gazebo (not my order)
-2nd, WE ARE CURRENTLY IN LOCKDOWN, HE WAS NOT WEARING A MASK!
-Finally, watch the attached video (with sound), of him take a running start & SLAM the metal box into my driveway & garage floor. Also pic of the damage!
BIG PURCHASE, BAD EXPERIENCE, NO MORE HOME DEPOT.

I was informed that one of the employees, who served as a Marine, was fired because he was wearing a tee-shirt with PTSD on the shirt. "post-traumatic stress disorder" and was told by the female office worker that Home Depot finds PTSD Offensive and does not support PTSD. I was under the impression that Home Depot supported all aspects of the Military. I guess the West Richland Washington Home Depot does not support this anymore.

Order #0216804920, all items except SKU# 1001357993 were received.

The vanity did not arrive. We were here on Aril 13th and it was not delivered.

Here is the transcript of my time online with customer support (no resolution):

You
at 14:59, Apr 23:
Hello - I need help locating an item. The status says it was delivered on April 13th, but we haven't received it.Read
Info
at 14:59, Apr 23:
As we help you today, please feel free to respond at your own pace. Please note our hours of operation are Monday to Sunday, 8am to 9pm EST.
Home Depot Virtual Assistant
at 14:59, Apr 23:

We can certainly help you with any issues with delivery. An agent is best suited to assist with this situation, let me check if anyone is available.
Home Depot Virtual Assistant
at 15:00, Apr 23:

Before I connect you to a live agent, please provide your full name related to the order.
You
at 15:00, Apr 23:
Christine SmallerRead
Home Depot Virtual Assistant
at 15:00, Apr 23:

What's your email address related to the order?
You
at 15:00, Apr 23:
[protected]@gmail.comRead
Home Depot Virtual Assistant
at 15:00, Apr 23:

Great! I just need your order number now.
You
at 15:01, Apr 23:
Order #0216804920Read
Home Depot Virtual Assistant
at 15:01, Apr 23:

Let me go ahead and connect you with an agent who will be happy to help.
Info
at 15:01, Apr 23:
Thank you for messaging The Home Depot Online Support. We are experiencing higher than normal volumes. We look forward to assisting you!
You
at 15:02, Apr 23:
We did receive everything else - except the rug, which seems was cancelled by Home Depot.Read
You
at 15:04, Apr 23:
Hello?Read
You
at 15:10, Apr 23:
Hello?Read
You
at 15:12, Apr 23:
SKU# 1001357993Read
JP
at 15:13, Apr 23:

hi my name is JP. Let me look into this
You
at 15:13, Apr 23:
Thanks so much.Read
You
at 15:18, Apr 23:
Any luck?Read
JP
at 15:19, Apr 23:

I see no rug on the order. Do you have the SKU for that item. i can see if it is on stock as I do not see any cancellations on the order I am looking at.
You
at 15:20, Apr 23:
It says it is out of stock. But that's okay - we weren't charged for it. We were charged for the Bathroom vanity and did not receive that item.Read
You
at 15:21, Apr 23:
We are really just concerned about the vanity.Read
JP
at 15:23, Apr 23:

I am truly confused. You note that you received everything except the rug. You have now noted you did not received the vanity. Let me look for this now.
You
at 15:23, Apr 23:
We did not recieve the Vanity - I gave you the SKU.Read
You
at 15:23, Apr 23:
I then said that we received everything else in the order except the rug.Read
You
at 15:24, Apr 23:
We were not charged for the rug but we were charged for the vanity.Read
JP
at 15:24, Apr 23:

So you are short the one vanity.
You
at 15:24, Apr 23:
We did not receive the vanity.Read
You
at 15:24, Apr 23:
But we paid for it.Read
You
at 15:25, Apr 23:
SKU# 1001357993Read
JP
at 15:25, Apr 23:

I understand this. No vanity arrived however you paid for it. Please give me a moment to look at the notes in the order.
You
at 15:25, Apr 23:
Thank you.Read
JP
at 15:32, Apr 23:

okay, it looks to have gone missing. Our documents show delviered on the 13th of April. You do not have this. I will going to transfer you to our escalation team. One moment pleas.e
You
at 15:32, Apr 23:
Thanks so much for your help.Read
You
at 15:32, Apr 23:
I appreciate it.Read
Info
at 15:33, Apr 23:
You are now connected with a Home Depot Representative who will respond momentarily. Please stand by and we look forward to helping you.
You
at 15:35, Apr 23:
Hello?Read
You
at 15:38, Apr 23:
Hello?Read
You
at 15:41, Apr 23:
Is anyone there?Read
You
at 15:42, Apr 23:
hello?Read
You
at 15:43, Apr 23:
Adigun?Read
You
at 15:44, Apr 23:
I've been on this chat for over 45 minutes. Can you please let me know how much more time is exepcted?Read
Adigun
at 15:45, Apr 23:

Hello. Thank you for contacting HomeDepot.ca. My name is Adigun. I can definitely look into this for you.
You
at 15:46, Apr 23:
Thank you!Read
You
at 15:46, Apr 23:
SKU# 1001357993Read
You
at 15:46, Apr 23:
Order #0216804920Read
You
at 15:46, Apr 23:
The vanity did not arrive. We were here on Aril 13th and it was not delivered.Read
Adigun
at 15:47, Apr 23:

Could you please allow me 10 minutes for review?
You
at 15:47, Apr 23:
Sure - thank you.Read
You
at 16:01, Apr 23:
any luck?Read
You
at 16:02, Apr 23:
Hello?Read
You
at 16:05, Apr 23:
Hello?Read
Adigun
at 16:07, Apr 23:

I have not been able to trace it.
You
at 16:07, Apr 23:
I don't know what that means. But we need a refund or a replacement as soon as possible.

I don't know what that means. But we need a refund or a replacement as soon as possible.Read
You
at 16:09, Apr 23:
I've been on this site for over an hour. I have a contractor waiting to install the vanity.Read
You
at 16:09, Apr 23:
Please advise when I can expect a refund or a replacement.Read
You
at 16:10, Apr 23:
Please advise.Read
Adigun
at 16:10, Apr 23:

You should expect a refund but can place a new order, please.
You
at 16:11, Apr 23:
Can you clarify please?Read

Thank you.
Read
You at 16:17, Apr 23:
Hey - I've been here for over an hour and a quarter. Please, can we wrap this up?
Read
You at 16:18, Apr 23:
Hello?
Read
Adigun at 16:21, Apr 23:
Hello. I am trying to consulting for an early refund
You at 16:21, Apr 23:
Thank you.
Read
You at 16:28, Apr 23:
Any luck?
Delivered
You at 16:28, Apr 23:
I'm going to have to go. What are the next steps? Should I send this conversation to the store?
Delivered
You at 16:29, Apr 23:
I have it copied and will forward it to the national customer service and to the store's customer service.
Delivered
You at 16:29, Apr 23:
Is there an ombuds office for complaints? Can you provide the contact information?
Delivered
You at 16:30, Apr 23:
Please advise where I should direct my complaint about this process.
Delivered
You at 16:30, Apr 23:
Hello?
Delivered
You at 16:30, Apr 23:
Please respond and let me know you are still there.
Delivered
You at 16:32, Apr 23:
Hello?
Delivered
You at 16:33, Apr 23:
Hello?
Delivered
You at 16:35, Apr 23:
Hello?
Delivered
You at 16:36, Apr 23:
Hello?
Delivered
You at 16:37, Apr 23:
Hello?
Delivered
You at 16:39, Apr 23:
Hello?

I ordered a carpet measure from Home Depot online on April 3; a gal called me the next day to take my carpet order. I was looking at carpet online while I was on the call/told her it was for our family room.

She said the one I picked out was nice for a family room and gave me three choices for carpet padding, and I picked one of them.

The guy then came to measure for the carpet, and then Home Depot gave me an estimate by email on April 7. I called to accept the estimate and I had to prepay for both the carpet and the installation.

Well, the next day, the installers called me to set up a time for installation. They told me it wouldn't take long since the carpet was a glue-down that didn't come with a pad. I got seriously upset because the gal I originally spoke with 1) didn't tell me it was a glue-down (who would want carpet glued to their family room floor?) and 2) also took my padding order.

So I had to go into the local Home Depot store on April 8 -- I spent over an hour trying to straighten out the mess and order new carpet.

System was down. They finally told me to go home and they would call me when the system went back up. They never called.

So I called the store the next morning. Manager told me to come in that afternoon and ask for Michael in the carpet department. He would be able to help me.

Michael was very nice and I was able to order new carpet (and pay for it), but I was not able to cancel the original transaction. They told me they had to wait for the installers to receive that carpet. That was supposed to be on April 14, I was told.

Well, my credit card still hadn't been credited as of April 16, so I spent 45 minutes on the phone with Home Depot corporate customer service (most of the time on hold) while they called the store and tried to resolve the issue.

Told me the store would call me back. No one did.

On April 21, I called Home Depot corporate customer service again. They told me to call the store. I called twice and was disconnected both times.

Tried again later. Talked to store-level customer service/the gal was nice, and told me she'd call me back. She did call me back (big surprise, actually, after not being called back twice when I was told I would be). But she gave me a story about the travel of the carpet and told me my credit card couldn't be credited until between May 10 and May 14.

So I'm expected to pay interest on Home Depot's almost $600 mistake?

Horrible policy. Horrible customer service.

I read recently about Home Depot essentially saying in Georgia that cutting back on voting, particularly voting of color, is just fine, since it helps the Trump supporters. On top of that I know that one of Home Depots founders and heads is a big supporter of Donald Trump. Apparently he ignores that Trump dumped on a lot of the contractors who built his buildings. On Long Island where I went to HS, we knew you'd get ripped off dealing with Manhattan realtors and con men. Keep it up Home Depot and say good bye to my business. It may not be a lot of business, but I have a new kitchen and a house extension coming, and it looks like it will be through Lowe's if you keep up this anti-American support for cutting votes unless you are White and Far Right.

I wanted to THANK YOU for NOT getting involved in the voting issue. We are frequent customers of our local stores and my son sells outside HD windows and I promote your co. regularly. I HATE it when these big companies over step their bounds in my opinion and get to into politics instead of letting people make their decisions and let the work be done by elected officials. Thank you again for not giving into the LEFT pressure and staying neutral.
Patricia Van Gheem

Went to HD to return some electrical outlets and switches rated for aluminum wire, upon checking clerk stated that I've been blocked out from retuning these items so I decided to keep these items for future use, then on 4/18/21 I attempted to return a fill valve for a toilet and again I was denied I would like to know why this happened and am seriously thinking of never returning to HD I have been a constant buyer for many years and pretty upset that this would happen with no explanation

Today I drove 40 km to pick up product because my local store was out of stock.
I got home and realized they picked the wrong size storage bins.
The pick up was at store # 7161 order #[protected].

I returned the wrong product to the Newmarket store as they had 14 back in stock. The associate Shawn Nelson was extremely helpful and made things right.

As a disabled person with a significant disability and the fact that I have someone come with me to do the pick up I found this inconvenience to be upsetting and a huge waste of time.

I would appreciate any compensation you are willing to provide for this significant mistake.

Kind Regards,
Kevin Lee
134 Willow Lane
Newmarket, ON L3Y 4J3
[protected]
Ord # [protected]
Biling # [protected]