Home Depot

We purchased 6 appliances from the Home Depot and purchased the extended warranty on a couple of the appliances. We recently had issues with one of those appliances, being the LG washing machine.

I contacted Asurian, which is who handles the claims for the extended warranty issues. Asurian sent out a technician from Sears Home Services to come out and look at our washing machine. The technician said that he needed to order parts in order to repair the machine and that the parts would be sent directly to our house. The same technician came out about a week later.

After removing the damaged parts from our washer the tech told me that the part that was sent out was a used part and that it was defective and had a broken piece on it. The tech said that he would need to order the part again and told me to hang on to the old part as he needed items for when he came back out. The tech put the machine back together (as the machine was working but had a loud banging noise) so that we could continue to use it until he returned. I received the new part and placed the opened box next to our washer machine along with the defective part from before.

This was now the 3rd time that the tech would be coming out and they only give you a time frame from 8am to 5pm for when they'll be out. They provide you with a link that is supposed to show you an approximate time for their arrival but that time would always change throughout the day.

The tech came out with another tech on the 3rd occasion. They spent a couple hours fixing the machine and the 2nd tech left about an hour or so into the repair. As the tech was finishing up (same tech that had been out the 2 previous times) I went into the laundry room to make sure he was picking up all his garbage because he left things there from the other visit.

When I looked in one of the boxes, I noticed that the "new" part that was shipped was still wrapped up in the bubble wrap. When I asked the tech why the part was still wrapped up he had a look on his face like he knew he screwed up. I asked him if he installed the "defective" part and he said that the other tech looked at it and it was fine. I told him that I wasn't comfortable with that answer and would like the "new" part installed.

He said it was a 2 person job and he would have to come back another time. He claimed that the washer was working fine and left, taking all the parts with him. I tried to run a partial load to make sure it was working and 5 minutes into it, I received an error message and the machine stopped working. In addition to the error message, the touch panel/knob was no longer working like it was before the tech "repaired" the machine.

I immediately called Asurian and told them what had happened. They gave me the number for the dispatch center for Sears Home Service (as there is no other way to talk to a human being!!) and I told them what happened. They said that they would send someone back out the following week. While waiting for the tech to return the following week, I received a message from Sears stating that they were charging me a service fee of $119 to send someone out.

When I called to see why I was now being charged even though their tech broke the machine and I still had it under warranty, I was told that their tech listed the machine as working properly after he was out the 3rd time. While waiting for the tech to come out the 4th time, I get a message around 2:30 pm stating that my service call was rescheduled for a date 10 days later. When I called the dispatch center for Sears, they had no explanation as to why the tech didn't come out and why it was rescheduled. They said that they would send a tech out early the next week.

I was assured that the tech would have the parts needed to fix my machine.

During this time, I also was talking to supervisors with Asurian as I was trying to have them send out a different company other than Sears due to all the issues. They said that they needed a couple days to find someone else so I left the appointments open with Sears.

We are now 3 weeks without a working washing machine for a family of 6!! The day that Sears was supposed to be sending a tech out (for the 6th time now, again with 8am-5pm window), the tech called me and said he was about an hour out. I asked him if he had the parts with him to fix my machine and he said that he did not and he knew nothing about my machine.

He said that their policy is to come out, run a diagnostic test and see what parts would need to be ordered. He also said that they still had $119 diagnostic fee that would need to be paid upon his arrival. I called the dispatch center and asked why they sent a tech without the parts needed to fix my machine when they said that they would send a tech with the correct parts. They didn't have an answer and also said I would be charged for them to come out.

I told them to cancel the service call, which they said they would. The tech still showed up at my house and I told him that I had canceled it and he was no longer needed.

I called Asurian back and explained to them, yet again, everything that happened. I would be connected to another supervisor and had to explain everything again. I probably explained everything that happened with them at least 7 or 8 times over all my calls.

Asurian said that they would need a couple days to find another vender for the repairs. When I told them that I was already told this the week before, they said that this was their policy.

I was able to have another vender come out to look at the machine. This was now going into 4 weeks without a working washing machine. The new tech said that he would have to order parts and would need to set up another date to come back out.

After not hearing anything for a couple days, the tech told me to reach out to Asurian because the part(s) was on back order. I called Asurian again and asked what was happening with the part(s). After going through the problems again, the supervisor told me that the parts were back ordered and it was looking like they wouldn't be in for another 2-3 weeks. I told them that this was unacceptable, which the supervisor agreed, and she said that she would begin the process to see if they were just going to issue us a credit for the machine.

Each time I was told that they (Asuiran supervisors) would call me with updated information. I would wait the 2 days they said it would take and call them back, going through the whole story each time. Finally the supervisor said that they were able to get the part in sooner so they were going to continue with the repair. The tech came back out a couple days later (now into 6 weeks without a working machine).

The tech said that he could not repair the machine as there appeared to be another issue other than what he initially thought.

I spoke with Asurian supervisor yet again, explaining it yet again, and was told that they would call me back in about 2 days after submitting the request to issue us a credit since the cost to fix the machine was going to be too much.

I would receive an email stating that they were going to issue a credit for the machine for $708. I called the number provided and asked why we only got $708 when we paid $748 (listed on the receipt they had) plus tax. A supervisor said that we only purchased the washer for $600 something and with the added tax it came to $708. I told them that Home Deport gave us a credit towards the purchase of all 6 appliances due to issues with items being back ordered and delivered 2 months after they were supposed to be.

The credit issued was not specifically for the washing machine (in fact, the washing machine and dryer were delivered on time). The supervisor said she would look into it and call me back within 2 days. After waiting 6 business days, I called Asurian supervisor and asked what the status of the credit was. This supervisor was rude and said that the credit was for the amount that we paid for the washing machine.

I told him that it wasn't but he said that the receipt was showing a credit so that is why I was only getting the credit for $708 instead of the $748 plus tax we paid. I told them that due to everything we went through, the least they could do was credit us for the actual amount. He declined. Stuck with the credit for $708 and it is only a Home Depot credit.

We spent over $5600 on 6 appliances with 2 extended warranties.

We had issues almost immediately with items not being delivered on time.

Home Depot gave us credits to fix those issues but then dealing with their extended warranty company was absolutely horrible. I ended up buying a new washing machine from a different company who had it delivered the next day and without any issues!!

Yesterday evening I ordered 20 cases of tile as that tile is only available online. I wanted 32 cases but 20 cases is the amount they said was available .

Paid for it online using my credit card including $80 delivery fee

I also ordered the tile backer board

Backboard is something I can pick up easily in my truck but I thought I'm paying $80. They can deliver it all

I wake up this morning to have the home Depot truck already pulling up outside, he opens it up. There's only my backboard in there. I asked where's the tile.

He said oh they probably split the order up

Go back to my email to find out 2:09 a.m. home Depot has sent a cancellation notice and had canceled the tile. Let me repeat that 2:09 a.m. in the morning

So I call the help line and they say well you got the cancellation noticed didn't you?

cuz the tile is completely out of stock

I asked "so you expect me to stay up the whole night in case home Depot sent me a cancellation notice? You expect me to be awake at 2;09 in the morning in case home Depot emails me?"

So I check the website

I'm going to the website and I'm still able to order 32 cases of tile for delivery tomorrow ...huh? How come the CSR is telling me they are completely out of stock?

GET THIS

The CSR says oh online orders. It'll say it's in stock but if it's not in stock then we just cancel your order

Are they kidding me?

They know it's out of stock but they won't update the website telling the consumer it's out of stock

So now I've got my tiling guy coming up, it's hard enough to find good people as it is, all he has to work with is backer board . So he's going to charge me to show up and go away again.

So I would be really annoyed if they just stung me for $80 for delivering Hardy board. I threatened to go to the Florida State attorney 's website and file a complaint

I said if they cancel part of the order they should have contacted me first and give me the chance to cancel the whole order and not be stung for an $80 delivery fee

After about 10 minutes on hold They claim they have refunded the delivery fee. I have to wait 24 hours before receiving notification then 3 to 5 days for the $80 to go back in my credit card

If I don't, I'll be filing a complaint with the Florida attorney general

But this is a total scam to show product online that you can only order online.

You cannot pick it up yourself. It has to be delivered.

So they sting you for $80 delivery fee and then they cancel your order and if you have other things being delivered, they'll keep their $80 delivery fee. What a scam!

After a grueling four+ hour under the sink replacement, it was in and working but the next morning, I found water dripping out of the disposal, coming from (believe it or not) the electrical connection housing (yikes). This item clearly states "12 year in-home warranty" in the Home Depot listing and on the product box, but when I called the factory service number the woman told me they were a small company and that they had no service coming to the home.

Instead, she sent me a trouble shooting guide showing how to disassemble the disposal to find leaks! I called Home Depot customer service and they said they would contact the company and call me back. When they did, they told me the company was willing to send me another disposal but still wouldn't install it. Home Depot just left it there acting like my labor is free and showed no concern about the obvious warranty fraud.

Needless to say, I returned the item for a refund and got a disposal from another (hopefully) more reputable company. After "only" 3 hours this time since I was replacing a new one, it's in and working with no leaks.

I purchased a new LG clothes washer from The Home Depot. I included installation and haul away of the old washer service.

When the washer was delivered, the delivery service would not install it because the old washer was on a pedestal. The delivery service driver contacted someone who stated putting it on the old pedestal created a liability issue. ??? BS!!!
I went to THD and looked at the newer pedestal, which was exactly like the one I had, same size in all dimensions.

So, there should have been no reason not to place it on the old pedestal other than attempting to force me to purchase a new pedestal. I refused the delivery and expect a full refund.

Been a loyal HD customer due to their veteran discounts but not anymore. Spent over 4k on this holiday season alone and honestly this feels like a kick to the groin after everything.

Around black Friday, I found a solid deal on DCD999 Hammer Drill Kits with a free battery which I thought would be great Christmas gifts for 3 of my brothers so grabbed them.

Forward to Nov. 29th I got a notification that my package was delivered while on the way home that afternoon but when I arrived I realized it was clearly damaged and the box beat up with tape torn a bit and hanging off. Obviously I was concerned but it was my wife's birthday and we had plans, so I snapped photos of the package where it was found and put it in the garage where I left it till the next morning. I took the box inside and opened it up to find a missing drill kit and the remaining 2 kits and 3 batteries heavily damaged, likely due to the lack of padding...

tf really?!?!

Obviously a missing item in an order is a problem if you plan to return everything but I immediately contacted Home Depot, where I sent all of the photos I had collected from the day before and a new photo of inside of the box. A case was then made (Case: 3448**** for Order: WM5320****)

After a week wait, following several check ins with support where each rep kept kicking the can forward (24-72 Hours)(5-7 days)(Possibly 2 Weeks) I get a message today 12/7 that my case has been closed and that the carrier had a proof of delivery. Their proof of delivery is a photo of essentially the same gd picture I took and sent their team.

So it goes without saying that I am pissed tf off with this. A joyful gift turned pain in my *** for a week only to have zero resolution.

Instead of customer service, I was told to dispute the charge with my card services which I am going to do but that sure af is not how this should have been managed and I want my money back. I was going to just return everything and repurchase, but now I'm done with this company.

Amazing cause I never thought a single experience could make you completely shift your view of a business you've frequently as long as I have frequented Home Depot, but bravo *** you sure af did.

99% of time website is nonfunctional. Search is so slow you can go to another company and it just sits there. You want business, pay attention. First thing people do today is search the website for products.

I used to drive past Lowes for Home Depot but not any more. I can find what I want in a reasonable time from their website. Home Depot has no clue how bad their website is.

And they pay for a web design that functions this bad.

If this is so badly ignored, what else do they ignore with something important like personal information or credit card data....their loss!

Hello,
My name is Bryan Lampkins, Owner/Operator of Black Diamond construction.
My cell number is 248250****
However email is my preferred method of communication.
Like Ive done numerous times in the past 20 years, I placed an online order for some commercial flooring tile, and also paid for your professional delivery service to be provided by your 3rd party delivery service.
After I placed the order, I received an estimated delivery date, which was approximately 2 weeks from the date of purchase. I contacted Home Depot via chat, and also by phone, advising them that this commercial address is under construction, and at often times no one is on site to except delivery.
3 days approximately after placing the order, I received another message stating that my order was delivered.

No one was on site to except delivery, they chose to make the delivery anyway. This wouldnt have been a problem if the delivery of your material was delivered in a professional manner, unfortunately its wasnt delivered in a professional manner.
As youll see in the attached photos, its really hard to believe how someone could leave the material as they did, without notifying myself, their direct management, and/or Home Depot.
Since the material was damaged, and in such a disarray and unable to count to assure all material ordered was accounted for, I immediately contacted Home Depot to cancel.
Unfortunately, it is nearly impossible to reach a human, somehow I did. He assured me the order would be picked up that day, and my refund processed that day
I was shocked it went so easy..
After a few days of no refund processed, and materials still sprawled out all over the sidewalk, and completely covering the ADA access ramp to the strip mall.
My 2nd attempt I was only able to reach someone via chat, wasnt much better.
They basically told me to contact the delivery service to schedule a pick up of the material.

Of course I tried multiple times, unable to leave a voice message, and was on hold waiting for someone to puck up for exactly 15 minutes, their automated service said someone will contact me from the same number that I was calling from
I also emailed them regarding the matter at least 5 times, still no one has contacted me.
Thats why Im contacting you, Im done trying to do everyones job, Im contacting American Express to refuse payment, and calling the city manager to advise them that your store is responsible for blocking the only ADA ramp access to the building. Im certain very expensive fines will follow.
Please contact me at your earliest convenience regarding how and when this mess will be revised.
FYI, the boxes are obviously being trashed by rain since they were left as it was for almost a week so far.

I went to the Prescott Valley store in Az today to get pegboard and lumber. When I checked out, I noticed that my veterans discount was not there.

I talked to an associate and learned that Home Depot no longer honors veterans with a discount for certain items. Lumber and panels being some of them. For vets who are DIYers, that covers a great deal of the items purchased. I also learned that appliances no longer "qualify" for a veterans discount.

How long will it be before they completely do away with the veterans discount altogether? Maybe their business is doing so well that they no longer need the veterans to continue to shop at their stores.

Whatever their thought process may be, it might be worth rethinking this decision. Many veterans are on a fixed pension and without the discount, must consider other options.

So long, Home Depot...

I tried to buy some Makita batteries today but they are locked up. Looked for someone in the department and no one around.

Went to one of the 8 people working at self checkout and asked them to call. They did but still no help. 30 minutes has gone by when I see two workers in the next isle over and ask them for help. There response We dont work in this isle and dont know the code to the lock.

We can call someone. At this point Ive had it. Maybe take A few of the people working SELF CHECKOUT and have them help on the floor. Home Depot use to be great but it has really gone downhill.

Service is horrible. Store layout at #680 is horrible and self checkout is the biggest joke.

Im done with them. Id rather pay A little more at Dixiline .

Online yesterday it had 27 Gorilla dollys in stock at these locations in San Diego, Mira Mesa, Genesee and El Cajon California.

Drove to .Mira Mesa and they had zero. Had their customer service call the Genesee store and they verified they had 27, drove there and they had zero in stock but a worker checked and said the El Cajon store had 27 so I drove there and they had zero. All locations were baffled as I was.

I would like at least a $50 gift card for all of my time and gas wasted as I got the runaround from 3 San Diego California stores and I have spent tons of money in the past at your stores.

Went to exchange a very large toolbox. Original store was out of stock.

Service desk suggested I go to another not too distant as they had several in stock. Store manager, Chris Carter, refused to exchange stating he didnt want a broken item he can do anything with. Called Home Depot customer service for help. Said they couldnt do anything about it except file a protest which takes 60-90 days to resolve.

Good grief. Tool the toolbox back to the original purchase location and they again suggested I exchange it at another store. Brother. Im through with Home Depot.

I own a plumbing company in the Austin area and will no longer let my plumbers use HD. Hello Lowes!!

Please forward to Operations Mgr for Southwest Florida.

I bought sun screens for a lanai - Order # H6348-33**** - cost $2,000+.

I received an email stating the blinds would be delivered on Friday 2/2 and would receive a call prior to delivery.

No delivery was made and no phone call received to apprise me of the situation.

BUT THIS IS NOT MY REASON FOR THE EMAIL.

The reason for the email is that I tried contacting the store by phone as instructed on your website. Between yesterday and today I called a total of 6 times.

One time I stayed on for 10 minutes while the other 5 times I hung up after 2 minutes. In each of 6 calls not once did someone answer ! What kind of business doesn't answer the phone ? So I drove to the store and waited in a line 10 people deep because there were only 2 people working in customer service.

I asked to speak with a manager and after 3 calls and some waiting a tall, young, Black man showed up. I explained the issue with regard to the poor level of customer service. He replied, "Sorry for the inconvenience, is there any thing else I can do for you ?" I repeated that as a customer spending over $2,000 this was not satisfactory service and a poor way to operate a business. He replied," We are short staffed and there's nothing I can do about it".

His tone and persona conveyed an attitude of " I don't give a damn about you or the company". As someone who owns a business, I would be infuriated to hear that no one answered the phone during business hours. It would also anger me to hear a customer was treated with such casual disdain. This poor service and equally poor attitude by an employee clearly delivers a message that you don't value my business.

For which I have a short answer : Lowes.

P.S.

I would love to see Arthur Blanks reaction to this. Bet my house it differs from the manager

I ordered three GE Cafe appliances on July 30, 2023 which were delivered on August 10, 2023 (order#WJ3773****). Unfortunately my kitchen remodel had not progressed to the point that the installation could proceed on the delivery date.

At that point, the delivery person advised me that it was not a problem and this happens often. He explained that I had 30 days to unbox and inspect the appliances and report any issues. This was explained in such a way that anyone would have presumed this was a customary, typical Home Depot policy, superseding any other delivery email notifications (the 48-hour window that every representative is programmed to quote).

On day-30, I advised my contractor to unbox and inspect all appliances and at that time, he noted that the double oven was badly dented. He took photos and re-boxed it for exchange.

I went to the local Home Depot and was told I needed to contact the appliance delivery number on my paperwork (1-80*-***-****) which I immediately did from the parking lot. Since this was a Sunday, I was told that I would need to call back on Monday to speak with someone else which of course I did. After nearly two hours, the issue was still not resolved and I was told someone from GE would be reaching out to me; that never happened. I called Home Depot again and was told the same thing - 48 hours to return, nothing they can do, contact GE.

This very unhelpful, patronizing advice was dispelled on at least five different calls. Eventually I connected with a GE Rep. (Scott, no last name provided) who advised me that this was indeed a Home Depot issue and provided me with nothing but a case number (1113****) and sent me back to do this all over again.

Despite what the Home Depot reps. all said, Scott did acknowledge that there is a 30-day policy EXCEPT that the appliances were to be stored by Home Depot, not me.

So to that end, the installers either do not understand their own policies or they were being lazy and did not want to re-load the appliances in the truck. So yes, the 30 days is a policy yet I've been made to feel like I am a complete moron for accepting the installer's explanation as truth above the HD email stating the 48-hour window.

Just today, I have spoken with three different Home Depot representatives, each less helpful and more condescending than the prior. I am writing this while on hold with rep. #3, having been hung up on by rep.

#1 and transferred by rep.#2. I have spent hours trying to resolve this and am at a loss as to why it is so difficult to make this right - just replace the dented appliance, the appliance that YOU dented, and honor the "policy" that the installer, your company representative, stated.

In sum, it is almost two full months since my delivery date and I still have a brand new, albeit dented, boxed GE double oven sitting in my garage. I have spent hours on the phone, explaining the issue to unhelpful and unsympathetic Home Depot representatives. I specifically followed the procedure outlined by a Home Depot representative the day the appliances were delivered.

Yet, no one is standing behind that and defers only to the 48-hour rule set forth in the delivery email. It is one thing that I am left with a dented almost $4,000 oven, an oven your company dented. This is made worse by the unbelievably condescending, patronizing, and dismissive attitudes of the representatives I've encountered through this frustrating process. Not one person seems to want to work to make this right.

I am dismayed and disgusted by the level of apathy encountered throughout this ordeal and will make it my mission to steer as many friends, family and businesses away from Home Depot unless this is resolved. As the CFO of my organization, I manage a $9 million budget, a fair chunk of which is spent on facilities and supplies purchased from Home Depot. That stops immediately. I also consult with a network of 18 other organizations, advising them on finance and procurement matters.

Rest assured that my consultation will include NOT purchasing anything from Home Depot.

Lastly, I could not purchase these GE Cafe appliances from a local dealer and had to order online.

I had the option to order from several retailers but specifically chose Home Depot because you have a local brick and mortar store and have been helpful in the past. What a mistake that turned out to be, shame on me but more so, shame on you.

Sincerely disgusted and dismayed,

ES