The Home Depot — Attraction in Dallas

My project was a nightmare from start to finish. Naively, I thought a company as big as Home Depot would have their act together and pull off a relatively small project as my kitchen and bathroom counters/backsplash and kitchen floor tile smoothly. After all, they assured me I wouldn’t have to pay unless I was 100% happy with the work and would make it right if there were problems which is why I chose them. In other words, I was under the impression Home Depot would handle the entire job without me having to act as the general contractor. I couldn't have been more wrong. To start off, the "kitchen/bathroom design representative didn't spec the job correctly and didn't fully inform me of all of the ramifications involved. When I did not hear from the measurement people after a week, I contacted my HD representative again to get these measurements set up. The measurement people were backlogged by another week so had to wait. He didn't inform me the wall push-out for the kitchen counter which had be demo'd would need to be sheetrocked before the measurement which necessitated a second trip. Also, I kept having to call him to check on scheduling when the measurements would take place. When the flooring measurement people's confirmed appointment finally came, they did not show up. So once again had to call my Home Depot rep to get them to reschedule. By this time I was getting very frustrated and this was just the measurement part. At this point, I also requested the invoices for which work/materials I had paid for in advance. Simple request, right? Not only were they never sent to me, but they were listed under the wrong name. And he couldn’t seem to find them. Unbelievable! When the counters installation was finally able to be scheduled, the installers came out on that day and to their credit, did a good job. But not without all the hassle and frustration of the miscommunications, holding up my job by 5 weeks, and time wasting that preceded it. Now it gets worse, much worse. When the flooring backsplash installers came to do their installation, I was informed my floor had cracks that though they could easily fix, the subcontractor would not guarantee. The kitchen tile floor installation came to an utterstand still. At his point, Home Depot stated the floor tile could not be installed and they would be happy to refund the labor portion. I was outraged and spoke with the sales manager who informed me this was all they could do. She also told me my rep should have informed me better-that Home Depot is in the business of selling these services, not providing them. This was even more infuriating. Now I was stuck with a kitchen that I couldn’t completely use and not being able to wash and dry our clothes(the utility closet is part of the kitchen) for the last three weeks. What a huge hassle! It is now more than three weeks and have yet to find an independent tile installer who is willing to just do the labor. In my area, they are all very busy. The cost is also going to more than double. All of this due to hiring a company that said they would stand behind their work and would make me happy. It is a lie. They were happy to take my money, but baled on the job leaving me high and dry having to fend for myself. As an aside, the tile installers did complete the backsplash installation, The tiles used, however, were not the correct shape(improperly spec’d on the order by the rep). Am I surprised? In conclusion, for all the stress and hassles involved, hire a real full service company that will handle the whole job. Home Depot is inept at this because they are a huge corporation that does not have its act together. They truly do not care about your satisfaction as a customer. Because they are so big, there are lots of layers of insulation between you and the management so they hide behind their policies. They can therefore get away with these unacceptable behaviors. Avoid them at all costs. I hope this helps others who may be thinking about using them for their home remodeling projects from making the same BIG...

GO ANYWHERE ELSE FOR YOUR HOME IMPROVEMENT NEEDS. I placed an online order of topsoil for a lawn project at this store and received an email that my order was ready within the timeframe they provided. I showed up after giving them an entire 24 hours, just for good measure, and selected the curbside pickup option as directed. After waiting 25 minutes at curbside with no update, I decided to go inside and check with customer service. I learned that not only had my order not even been pulled (“that’s a big order so we don’t actually pull it ahead of time”), but that still no one had even started pulling it despite me letting the store know I’d arrived 25 minutes ago. I ended up having to go pull my own order for which I’d already paid and 33 bags in, I learned that the store didn’t even have enough readily on hand to fulfill my order. I had to wait an additional 30 minutes for a store member to find a forklift and bring down an overstock pallet, but at least that meant they helped me load the remaining 7 bags, right? Even then, no one from customer service or otherwise assisted me with bringing out and loading the 40 bags into my car for, again, my CURBSIDE PICKUP ORDER. I am not unreasonable. I understand some orders may be too large to fulfill in this way. But if that is the case, there is no reason the store should offer the curbside pickup option for orders that don’t qualify. This store needs to figure out its processes and certainly retrain on customer service. The Home Depot completely failed me as a customer today, and I won’t be spending my...

I wish I could give more stars, I must say I was so impressed with a young lady from customer service, Ms. Diana. I made an online purchase to be delivered to my home fast delivery today. Within the evening I recieved a phone call from the Home Depot on Wheatland. They didn't tell me who they were and where they were calling from, all they said was that there were cancelling my order. I had no idea what was going on. They sounded just as confused as I was and he couldn't provide any information. After drilling him, his supervisor called me with the same information. That they were going to cancel my order. I specifically told them, I ordered my product online and the only response I recieved was they cant do anything but cancel. Let's just say I was disgusted by the professionalism of that store. I immediately called the online customer service and the representative indicated that it was not a cancel and asked if I could hold so that she could call the Wheatland Store to obtain additional information, however, instead she transferred the call to another store. By then, I was super mad. This leads me to Ms. DIANA. I explained the above, and she said she would call me back. 5 minutes later, she called me with all the information and indicated what had occurred. Diana went above and beyond Wheatland Store and Online Customer Rep duties. Thank you Diana! That store should be honored to have you working with them. Someone give her a...