Home Depot

My home delivery of my vinyl flooring was scheduled on 5/6/2023 between the hours of 10:30 AM - 2:30 PM CST. The purchase was made online at a home representative had come out to obtain measurement information and quote. The store located at 4159 Fm 1960 Rd W, Houston, TX 77068 is where the delivery company (the company that Home Depot contracts with), was to pick-up my items. At 12:03 PM, I contacted the store to get a status update of when I should expect the delivery. According to my cellphone log, the call lasted 12 minutes and 4 seconds, mainly on hold and the call dropped. I called back at 12:15, and this call lasted 7 minutes and 35 seconds. I was provided the window delivery time as listed above. I called back to the store at 1:39 PM, and this call lasted 7 minutes and 1 second. I did not get the person's name but told them that I have been waiting but had not received a call or text indicating that they would be on their way. I was told that the system showed that things were on schedule and on time. I called the store again at 2:52 PM, since it was after 2:30 PM but wanted to give a little extra time in case they were running a little late. At this time, I spoke to Mark, and he told me that they were probably running behind schedule and that he didn't want to promise me anything in case my delivery didn't come. He told me that deliveries are not made on Sunday but in the system, it showed that there was one more delivery and that perhaps I was the last one. He suggested that I give it until 3:30 PM This called lasted 14 minutes and 22 seconds. I called the store for the last time at 4:22 PM and spoke to Malik. I told him that I have been waiting all day for my delivery and that I've not heard from anyone nor received a text message, so zero communication of the status of my delivery. He told me that he was just clocking in to work and would look into it. This call lasted 37 minutes and 17 seconds. Once Malik returned to the phone, he discovered that my order was still at the store and that it was never placed on truck for delivery. I apologized to him in advance for him getting the wrath of my anger of hearing this information. I told him that I lived 1 hour away from the area as this was for my rental property. He had spoken to the manager and was trying to relay information and I told him that the manger needs to be the one talking to me at this point. He placed me on hold and the store is about 10 minutes from my rental home. So, while still on hold, I drove to the store and asked the lady at customer service to speak to the manger. Lola from appliance came to the phone (my on-hold call), and I told her that I was now in the store. She said that she would meet me in customer service, and we ended the call. Lola and I went to the flooring department where she had my order information pulled up on the computer. She didn't know why my order was still at the store. She said that Terry, associate manager was with another customer. I told her that my situation was unacceptable and an epic failure on their part. It makes them look incompetent and that the left-hand didn't know what the right hand was doing. She agreed and apologized for the incident. She went to speak with Terry and then Terry came over to apologize as well. He didn't know why the delivery company didn't pick-up my order and that he wasn't able to contact them until Monday. I told him that wasn't going to work because the installation company is scheduled to install the floors on Tuesday and that I needed to have the flooring in the house to get acclimated to the area. In addition, should I have to cancel, I'm not sure how soon I would be on the schedule, plus I have an open house scheduled for next weekend.

Terry recognized the level of miscommunication and lack of communication in this matter and sought to find a solution of getting the flooring to my location. He along with 3 other employees followed me to the rental property and unloaded the forty-eight stacks of flooring. The long accessories (i.e., molding) would have been too long to place on the back of the truck, so I agreed that we could have them delivered later. We ended up leaving the rental property about 6 PM.

I must say that I've been a Home Depot customer for decades and this has been the worst experience ever. It goes without saying that I'm very upset and disappointed in the lack of consideration, professionalism, and accountability of all involved in this mishap. I'm baffled that after my order wasn't placed on the truck that nobody thought that the customer should be notified that we have an issue. To make matters worse, the multiple times that I called the store, it took a person on the next shift to think of looking to see if my order was still in the store. Today's delivery was pivotal and although I was told that I would be contacted at least 30-minutes prior to the driver on its way, I didn't want to chance it, so I was at the rental home at 10 AM. So, I waited for over 6 hours for a delivery that would have never happened. I can't recall, but during one of the calls someone told me that deliveries are from 8 AM - 8 PM, so I could have waited until 8 PM for delivery that was still at the store. I think it's important that Home Depot revenue their processes and procedures as it relates to my situation and determine what things that could have been done differently to prevent this epic Failure form happening to anyone else.

Disappointed,

Melvin H