Complain about a product or service

HomeDepot.com

Anna of Stillwater OK (12/19/07)
I quickly tried to order a gift card online for my perpetually-remodeling brother for Christmas. Their site was confusing enough (and I am a website programmer) that I put my address in where his should be. I immediately called to correct the error. After following their tortuous automatic phone menu, I was told by the very sleepy girl on the phone that I would have to call back when it was in the system. But if I didn't call back in the crucial short period between the time it hit the system and when it was sent out, there was nothing I could do about it. So, still late for work, I waited the suggested 30 minutes.

Called back. Ten minutes of wait and phone menu time brought me to Rosie who explained that I would have to reorder and then cancel the first one when I got my e-mail notification. That, no, there was no critical cancellation window. I immediately replied to the e-mail that said I could reply for any issues. I asked them to cancel it to end an unpleasant experience. They refused and said -- contrary to what the e-mail said -- I have to call in.

Already lost two hours of work. Will now lose more to try and correct the problem. VERY unhelpful system from start to finish. Would not shop at a Home Depot if it were the last spot to buy the last bit of food on earth.

Peter of Oceanside CA (11/24/06)
I purchased a water heater with installation from Home Depot. I was to get a $50. gift card and a lifetime guarantee for buying the best 12 year guaranteed model. The installation was done poorly and presented a dangerous condition. The gas flex line was stretched tightly over the heat control. My complaints were ignored until I contacted my credit card company to stop payment. Finally the installation problem was then fixed after much headache & needless wrangling. It took about 4 or 5 weeks to get the gift card, again after many calls, letters an little if any response.

It's been a year and I still have no lifetime warranty. I wrote letters made phone calls even answered customer service Surveys all with no responce from Home Depot. I even sent a letter to the president of the company!. In short it seems they just don't give a damn!

Kishma of Orlando FL (11/18/06)
On 09/04/2006, I ordered 4 doors on HomeDepot.com. I have been trying to return the doors for 2 months now. Each time I call Home Depot to arrange for the return of the doors, something goes wrong and the UPS service ends up with less call tags than necessary to pick up the entire order. There were 8 boxes in the original order, 2 boxes per door. So far, UPS has picked up 2 doors, then a half of a door, then a half of a door. There are still two boxes (1 door) waiting on my front porch to be picked up...

I have called Home Depot more times than I can remember. My last attempt at getting this situation resolved was yesterday, Friday Nov. 17. I wasted about 30 minutes on hold yesterday only to be reprimanded by the customer service rep for me being rude (whining under my breath) while on hold yet again! Is Home Depot Customer Service staffed by ex-cons who work their only because it's the only place that would hire them? They are rude incompetent uninformed liars who don't care about the customer. They blame me for their screw-ups and offer no apologies. They have no people skills!

One of their brain-dead customer service reps told me to call UPS to correct the home depot mistake. Does that sound stupid to you too?? For grins, I did so and was introduced to what customer service truly means. The UPS lady spent about 20 minutes on the phone with me trying to figure out how she could help me. At the end, the only thing she could do it listen to me complain. She expressed her condolences for my terrible experience with the incompetent bunch at homedepot.com and bid me a pleasant day. For someone who has had no hand is this colossal screw-up, she has done the best job yet!

Nicole of Sacramento CA (10/20/06)
I found a mirror on Homedepot.com that I loved and we ordered it. It arrived from UPS, so obviously broken that the concierge center at my place refused delivery. This was not communicated to me. When I contacted Homedepot.com to check on delivery status, they said that the item had been returned but they do not do exchanges; we would have to order another mirror. We did this. Despite the statement on Homedepot.com that they refund customers for returned items within 48 hours of receipt of the item, it took over 2 weeks and repeated calls to receive a credit for the first mirror. This was highly inconvenient, but just the beginning.

The second mirror also arrived broken. Unfortunately the concierge center did not refuse delivery this time. When I received the second package, it was very apparent that the packaging Homedepot.com used was completely inappropriate for a fragile item. The mirror was packaged in a box with no packing! We immediately filed a return request, as required by Homedepot.com (they have a very cumbersome return process). It has been over a month and I have made repeated calls to have the second broken mirror picked up and my account credited. All to no avail. Every time I call customer service, I get a different story and no results.

I agree with others who have submitted their concerns, Homedepot.com is not worth the hassle. I am sorry that I ever attempted to do business with them in the first place. Additionally, while the stores and website are separate operations, my perception of the overall brand has been extremely tarnished.

Dorothy of Baldwin NY (09/13/06)
On July 29, 2006 I placed an order for two sets of Home Patio Furniture along with two Chaise lounges. Days later, I was sent an email stating that the chaise lounges were no longer available. Being that I wanted my patio furniture to match I cancelled the order. I called Home Depot to find out exactly how long it would be before I would receive my refund and it's been a nightmare since.

I have called a total of 17 times and I've sent at least 5 emails. I've been placed on hold for an average of 25-30 minutes per call and I was told it was being processed. I received a credit of $270 and I have no idea where they came up with that amount because they charged my card $756.03. After calling so many times they transferred me to the Escalations Department where the Supervisor said that she would credit my card while I was on the phone and to expect the difference in my account within 3-5 business days. I called today and they said it was denied so, another Supervisor said that she would handle it and make sure I get refunded my money.

It is now September 13, 2006 and I'm still fighting for my money back. Home Depot has the worst Customer Service Department and I will NEVER buy anything from them again. From July 29 up until September 13th and nothing has been resolved.

Rob of Mechanicsburg PA (08/23/06)
March 17, 2006, ordered poolside lawn furniture intended for summer 2006 use from homedepot.com. Cost was in excess of $850 from front page of website. Silence followed the online order. Weeks passed, then months. After calls that put me on hold for hours, a worthless visit to a nearby Home Depot retail store and emails that were unanswered, we finally get a call from Home Depot that my card would expire in May even though I had already conveyed the updated new card info previously. In June, rec'd a 60-90 day delivery information email from Home Depot. My credit card was officially charged August 3, 2006. As of today, August 23, still no shipment.

Talked to Customer Service who directed me to talk to third party shipping service they hired to track merchandise delivery on my own. Tried to cancel order on same phone call and get refund. Told 'no refund for at least seven business days.' Now filing complaint and potential Regulation E violation via VISA, citing nonperformance of contract by Home Depot.

Lawn furniture ordered in March that was never delivered (it's August now) and charged for it 23 days ago as of this writing. Had to purchase get us by furniture locally in June for $220 this summer after countless calls, wasted gas and time at a local Home Depot retail store and now I'm subject to finance charges on the undelivered furniture if Home Depot doesn't rescind charges on order I attempted to cancel today. Also, I work at a bank. This could be a Reg E violation for charging my account without regard for timely product delivery. 20 days and counting since charged. Six months since initial order and still no merchandise. Then there's the obvious. I live in PA. Wanted new summer poolside furniture for 2006 that can't be used until 2007? To the say the least, this company is inept.

Jennifer of Lakeville MN (08/23/06)
On June 7, 2006 I placed an on-line order for four items. Three items never showed up but I was charged for the entire order. Since then I have been trying to either get Home Depot to send me the missing things or give me my money back. No such luck. On July 10th I requested a refund and the customer service person assured me it would be taken care of within 5 to 8 business days. Two weeks later I still had not received a refund. I called back making sure I called very early in the morning to avoid hold times of 1 hour plus. Miraculously I got the same operator as I got on July 10th. He again told me the refund would be issued in 5 to 8 business days. Of course nothing happened, no money was refunded.

Jerry of Orange CA (08/22/06)
I ordered a Patio Umbrella Base on 6/14/06. I received the base on 6/16/06 and realized I had ordered the wrong size. I contacted Homedepot.com customer service on 6/16/06 informing them of the error and requesting a return authorization which was provided. I was informed the product should be picked up within 10 business days. I contacted Homedepot.com customer service again on 7/20/06 indicating the product had not been picked up and was informed it would be another 3 to 5 days due to a backlog with UPS.

I contacted Homedepot.com customer service again on 8/01/06 and was then informed that their warehouse had not actually sent a pick up notification to UPS. They did so at that time and provided me a tracking number. I contacted UPS on 8/09/06 requesting information on the pick up and was informed that they had not received a Tracking Label from Homedepot.com and with out it could not pick up the product. I then contacted Homedepot.com customer service again and was informed that they would need to bring a resolution specialist into this issue. I was informed that a Tracking Label would be sent directly to me by 8/11/06 so I could either contact UPS myself or take the product into a UPS location to return it.

I contacted Homedepot.com customer service again on 8/16 reiterating all of the above and was informed that my information had been misplaced due to a Computer System foul up in July. At this point I was informed that an Escalation Team member was being brought into the process and I would be sent an email of the tracking information from UPS. I did in fact receive an email from Homedepot.com customer service with a tracking number on 8/18/08 indicating that the product would be picked up in the next couple of business days. I have been checking the UPS site and it appears that the new return request I was provided on 8/18/06 is in the same state as the one I was provided on 8/01/06 in that the corresponding Tracking Label has not been supplied to UPS. Today (08/22/06) I replied to the Customer Service email indicating I would be submitting a complaint through Consumer Affairs. I am an extremly frustrated consumer that will not purchase any other products from Homedepot.com under any circumstances.

Vicky of York PA (08/16/06)
Online Specials Memorial Weekend I went online Friday June 26th and they had a lot of online specials listed. I saw a Maytag gas dryer on sale for an excellent price marked as an Online Special for $582.39 down from $647.10. When I clicked to add it to my cart it showed the non special price. I called customer service to inquire, and after she confirmed she had the same problem, I was told it was most likely a glitch, so I had to speak to their Internet service department. After being on hold for at least 25 minutes, I called customer service again and begged them not to put me on hold. This service rep. was wonderful and she set up a 3 way call with someone in the appliance division. I was asssured the sale price would show up when the order was confirmed in a day or two and we said our goodbyes.

I went ahead with the online order after this assurance, well long story short, the salesperson called Tuesday the 30th to confirm order and finalize the information. The price she stated was again incorrect,I explained to the rep. the earlier discussion and the order was finalized. Or was it? I received a call an hour later and was told the Online Special price was not going to be honored, it took a conversation with a supervisor to finally settle things (I made a copy of the web page and I wasn't afraid to use it if I had to). I did receive the special price but WHAT A PAIN!! How many others were given the same load of crap. UPDATE-Delivery men were 2 hours late with my dryer. 8/16-Still waiting for the free delivery rebate.

Janet of Grand Blanc MI (08/15/06)
I purchased several different items online from Home Depot. I called Home Depot on July 15, 2006 to get a return confirmation number as is required on the HD website. I waited nearly an hour for a real person to answer. Meanwhile the Home Depot theme song played over and over and over and over again (I can only assume to get customers to hang up and leave them the hell alone). When I finally did get through, a customer service rep. kindly gave me a confirmation number and said that a UPS driver would pick up my package for return in a couple days (that Thursday to be exact).

After a week or so went by and my package was still sitting on the front porch, I put in another call to HD customer service. I waited another 40 mins. for a response, and again the HD theme song played in my ear the entire time. Customer service finally answered, and told me that whoever advised that my package would be picked up the same week, was entirely wrong, and that it takes 10-14 days for processing, and then UPS would pick up my package. After waiting several days past the 14 day time limit I tried calling early in the morning hoping to avoid a long wait time once again. I was right. I only waited about 35 mins.

After explaining the situation for a third time, I was told that the problem would be taken care of by the (more efficient, better trained?) HD complaint department. This time my package would be picked up the following week. That following week has since come and gone and it's now a month later and still no sign of that big, shiny brown truck. As you may have already concluded, I will NEVER, EVER purchase another item from Home Depot online again! I would strongly urge others to avoid the online store as well, unless they just can't get enough of that Home Depot theme song and the customer service song and dance.

Kate of Lafayette LA (08/09/06)
I purchased a retractable screen for a door on June 2, 2006. When it arrived, it had a tear in the screen. The same day, I called the homedepot.com customer service number and was on hold FOREVER. I attempted to make contact daily for two weeks - even holding for four hours once! All calls to the customer service care center ended up in India (where I got the worst reception, and followup). Whenever I got a US line, I would be transfered to another. It's as if the dog's tail does not know where the head is. Long story short: After finally contacting real people on August 9th, I was told that the screen would have to be returned then reordered via online. My free shipping would not be available and I would again be at the mercy of hoping the merchandise would arrive in good shape. I have opted to keep the screen with its tear - but to NEVER do business with homedepot.com again- ever. I would stronly advise the same for everyone reading this.

I will probably have to replace the retractable screen portion at my own cost sometime in the near future at a cost of approximately $75. I will do it directly through the manufacturer though, and avoid the homedepot.com hassles. They really have grown too fast for their britches. Someone in the customer relations department needs to learn their business better.

Rosemary of Chapel Hill NC (08/07/06)
Ordered an item in June. They sent the wrong item. I called immediately to arrange for it to be returned. They said it would be picked up by UPS on June 24. I have since called and spoken to customer service 6 times and sent an e-mail. Each time, I waited close to 30 minutes to get through to anyone. Each person assured me that it would be picked up. On 7/18 I was told by Summer that I should throw the item away and that my credit card would be credited. On 7/31 I called again and was told by someone in India that he would inform a supervisor. It's now August 7. Still no credit and no sign of UPS. I will NEVER buy anything from Home Depot again.

Kimberly of West Haven CT (07/28/06)
I ordered a 7 peice patio set and umbrella from Home Depot Online. The website was running a free shipping promotion so I thought it would be a good deal. I placed the order on 6/17/06. The website said both items would arrive in 5-7 business days. On July 11th, 2006, I had yet to recieve either of the items I ordered. I called the 800 number on the website for questions regarding shipping and waited on hold for approximately 1 hour till I got to speak to someone that had a clue (ie supervisor) everyone else could only tell that my order was being processed at the warehouse. The person that I spoke with said the umbrella shipped on 7/3/06 and the 7 pc. patio set shipped that day.

I did not receive the patio set until 7/17/06 and umbrella still isn't here. On 7/24/06 I called the 800 number and sat on hold once again for over an hour. The person I spoke with told me the umbrella never shipped and that it was on backorder until 8/27/06. At that point, I decided to cancel my order for the umbrella. The person soposidly canceled the order and said I would not get charged for it. On 7/25/06, I received an email from Home Depot Customer care saying that the umbrella shipped via UPS on 7/25/06 and that it would be to me by 7/31/06.

At that point I became angry due to the fact that the person I spoke with the day before told me that it was on backorder and supposedly canceled my order. So once again I called the 800# and proceded to wait 1hr 5minutes to talk to someone that had a clue and she told me that the order was never canceled at the warehouse and that is why it shipped and that my credit card was charged when it shipped. Now I had to get in touch with UPS to try and refuse the delivery and they have to ship it back to the warehouse and then I will soposidly get a credit. It sounds really simple but I am sure I will have a problem with the credit process also...nothing has been easy with this transaction...this is HOME DEPOT I am dealing with not some no name company....how can you say that an item will arive in 5-7 business days and not get it until over a month later?

Vicki of Loveland OH (07/11/06)
I placed an online order on 6/21/2006 for one umbrella, one umbrella stand, and one deck fountain. Somehow, two orders were placed and I assure you I only hit the place order button once. The order that was erroneously placed, was shipped to me after I spoke with a Home Depot Customer Service Rep. at their 800 number, she told me she would cancel the order. Apparently she did not. The order was shipped to me anyway in two shipments. I was able to catch the UPS delivery and refuse the extra umbrella and extra umbrella stand, however, I was not able to catch the UPS delivery for three fountains.

As I write this letter, they are sitting in my entryway unopened waiting for a UPS pickup which was requested by another Home Depot Customer Rep over a week ago, I was told these fountains would be picked up the July 5th, today is July 11th and they have not been picked up yet. I have sent numerous emails since July 6th to request assistance and have received no response. I want the unordered items (3 fountains) in my home picked up and I want them plus the 1 umbrella and 1 umbrella stand that I refused, credited to my Visa account. I mailed a letter today to the CEO of Home Depot, Mr. Nardelli. I'm sure he will never see it, but maybe someone at headquarters will, and help me.

Tom of Salt Lake City UT (06/13/06)
Home Depot .com will only cause you hours of trouble. Key problem: the online store and local stores are separate companies and do not work together at all! I purchased a product from home depot .com and tried to return the product the day I received it. Then the trouble insued.... 1hr to 2hr call wait time to speak to an agent. Call would always drop an hour into waiting. Customer complaint department is in India and after 30 mins talking to them you find out that they only accept complaints for local stores. Constant mistransfers of calls. Local stores will not take returns from online store. Local stores will not help and can not help customer in any way return an online product. Submitting complaint forms online sends you to an error page. I'm still trying to get a hold of a returns agent located only in Florida.

Many, many constructive work hours lost. Hours of phone minutes lost. Home Depot truly does not care about their online customers by making the returns process as difficult and time consuming as possible. Worst online purchase experience ever.

Blair of Port Townsend WA (06/12/06)
I purchased a ladder from Home Depot online on May 30 2006. I phoned their customer service department on June 4 to cancel the order, as I was able to get the ladder at a Home Depot in a nearby town. It shipped the following day anyway and I recieved it on June 16. It is now June 12th, and I have been on hold for 1 hour and twenty minutes so far and have spoken to no one. What is going on here? Their physical locations are okay, but I don't think I'll ever order from Home Depot online ever again. Their customer service is non-existent.

Carla of Cincinnati OH (05/02/06)
I ordered some shutters from Home Depot's online service. I needed to find out how to make a change to the order and was told by their customer care line that I had to talk to someone in the internet department. I was transfered to that department and was on hold for 15 minutes, no one ever answered. I called the customer care number again and was then told that I could possibly be holding for an hour because that department was short handed. I then said I want to cancel the order, again, I was told that I had to talk to that department in order to cancel the order!

As I write this at 9:45 pm I am on hold with the internet service and have been on hold for 52 minutes. I am a small business owner and if I ran my business like this I would be out of business. The numerous times I called the customer care line and the corporate complaint department I was told there is nothing they could do. I asked to speak to a supervisor and they said they weren't authorized to let me talk to a supervisor. I asked if they were in Atlanta at the corporate office and they said no in India. I will make sure I tell everyone I know what lousy customer service home depot provides and will never do business with them again.

Bonnie of Ashfield MA (05/02/06)
As an avid online shopper (professional shopper as my husband refers to me) I have never encountered such poor customer service. Purchased bamboo blinds online from HomeDepot.com. The color was much darker than expected. Phoned the number given on invoice to obtain an RA # (return authorization number). 8 phone calls were made and each phone call I hung up after 1/2 (one half hour) on hold each time. On the 5 phone call I emailed requesting the RA number and recieved the generic email you cannot respond to. Phoned a different customer service number after being heard, she transfered me the same online customer service number. Again 1/2 hour wait -- I hung up.

Phone call number 7 the processes was repeated. the next day I phoned and was on hold again for 1/2 hour. Hung up and called the other customer service number again, transfered one more time to the online purchase customer service, 50 minute wait as I was now steaming and would have waited all day. Once the service person who answered I questioned why I was on hold so long, she replied they had over 200 phone calls. Obviously Home Depot needs to hire more people. I will not do business again on line with this store.

Caroline of Howe IN (01/26/06)
I ordered some poker sets online. I was overcharged for the sets. I called customer service and was told that I would receive a credit for the overcharge on my card in 2-5 days.

Two weeks later and no credit. I have e-mailed numerous times and have yet to receive a response.

Heidi of Falcon MO (01/05/06)
On 01-04-06, received Home Depot Direct Winter 2006 catalog by mail. Went to www.homedepot.com to attempt to order Simple Clean Indoor System catalog#100349885 advertised at $30.00. Once the item was added to my cart, the price showed at $49.99 so I did not complete the order. I called 800-435-4654 which is the number listed on back of the catalog. Representative who answered advised that she would have to transfer my call to the Online Support department. My call was transferred to Ray in the Tampa, FL office. He suggested that I call the catalog telephone line again, order the product, pay the incorrect price of $49.99 then call back in 3 days and ask for a credit.

I did not feel this was appropriate, I just wanted to pay the price as advertised. He said he spoke with his supervisor and that is what he was told to do. I ended the call, called the catalog number again, spoke with Tasha. After she placed the order and told my my total was $49.99 instead of $30.00, I explained the dilema again. She offered to transfer me to Catalog Customer Service. The call was answered by Shirley. Shirley advised me to place the order, pay $49.99, then call back in a few days to ask for a credit, she was unable to change prices. I asked to speak with her supervisor and was put on hold. She then advised me that if I took her name and extension number, 55345, she would guarantee that I would be given the credit in a few days. I explained that this did not seem right, that I only wanted to pay the price as advertised and if that was not possible, I would not purchase the product. She then said That is your choice. and we ended the call.

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