The Home Depot — Attraction in Dallas

An awful experience from beginning to end.

Desperate to make a sale, we were fed a lie that our desired air conditioner unit was a window unit they're able to accommodate with our situation. We paid for delivery and installation, gave Home Depot explicit instructions that the unit be delivered to the back, since that's closest to where it'd be kept until the installation. We had been told we would be called ahead of time to prepare for the delivery, that it'd be sometime during normal operating hours. Instead, without so much as a knock, the delivery drivers came at 9 PM and left the unit at the front door (verified by door cam). As a result, in the middle of the night, two physically-compromised people had to lug a 133-pound unit down several stairs, and all the way around the block, through an alleyway, to get the unit into the desired space. We complained. They, in an attempt at good faith, cut $100 off the bill. They assured us it'd be squeaky clean going forward, that we'll be called to set up an appointment. Several days pass, and we get the call that we can set up the call to set up the appointment. At this point, it has been a week after the installers were given the expectation of what was going to happen. "Oh we don't do that type of installation." Just...does this leg of the review need more than that to demonstrate the absolute ridiculous nature of this experience?

We're now at the customer service section of the review, since we were understandably upset at being jerked around for an extended period of time just to have our plans pulled out from under us.

The first rep does a standard lukewarm apology along with tonedeaf offerings of solutions, such as, when offered a return, "You just need to bring it back around and put it on the front porch." At first we organized a return, but it was agreed upon that we just be refunded the installation fee, and that we'd call back if we want to go ahead with the unit return. After discussing amongst ourselves, we decided to do the return. We decide to try chat. The definitely-not-outsourced customer support stated, after 10+ minutes of silence, that they're unable to do full return without taking 20-30 MORE minutes, and that if we wanted faster service, we'd need to call back. We call back, get a different rep, and through THIS call are presented the following: the first rep did NOT put in to refund the installation fee, and had SET UP for the unit to be picked up by their service. So when we're still being charged $170 after all this, we ask why. "Because of the installation." You know, the one that....didn't happen. And that we were supposed to be refunded.

In essence, over a week, we were lied to, not listened to, and our prep and plans have been wasted, because we're out an AC unit during a particularly brutal Summer. Suffice it to say that alongside no longer trusting this location, our inclination to ever use Home Depot again is significantly reduced, if not gone altogether.

Might I suggest, if you're in need of any of the services Home Depot claims they're confidently available for, that you use Baker Bros. instead if they are an available option? Time and time again, between installations, repairs, plumbing, and sticking to their stated timelines, they have not...

Outstanding service, great products, excellent over the top customer service skills. Employees had a great sense of humor and made small talk.

You don't find that type of customer service very much any longer and you certainly don't find it in corporate business but today was an awesome day at this store.

This was my first time to visit this store and I must say based on first impressions I was beyond satisfied.

The home Depot versus Lowe's in my opinion I've always found the home Depot to be a better place to go starting with customer service and customer satisfaction I find that they have the same variety of items any times a little cheaper.

If you have two businesses that are equal for all intents and purposes and the prices have a little variance you're going to go to the business that treats you like down home folks. And they really enjoy helping you and they enjoy their job it's an attitude thing.

Every business and every employee has a bad day sometimes a couple of bad days the people that Lowe's have treated me with common decency but that's it at the home Depot and I visited many of them across the country over the years for numerous reasons I have found that even when I run into an employee having a bad day or long day that was one or two out of 30 or 40 employees out of the rest seem to be pretty chipper but even the ones that was having a bad day seem to be doing better than the average employee at Lowe's ... This is not a pick on Lowe's comment but the corporate attitude which trickles down is pretty substantial and I'm not the only person that's noticed this... You don't have to put somebody down to lift somebody else up but when you're comparing like Amazon to Walmart that's a fair comparison and in mine it's home Depot versus Lowe's you could do Coke versus Pepsi but my main concern is personal service what business calls customer service so I'm an old guy on past middle age and I find a lot of people that are 40 years of age or older and especially getting to the age group of 60 plus demand fair play honesty and no phony baloney if you talk to us you treat us with respect we can live with that but if you commit small talking with us and you laugh and you're beyond helpful we are drawn to you and we're grown to your business be it your own business or you're an employee either way the business prospers based on the attitude of the owners managers and employees.

So although me my family and friends have always been treated really good at the home Depot as a rule sometimes a little better sometimes a little lacking this particular home Depot was over the top and if I happen to be in this area and need anything that they trade in I will give them my business.

Thank you God bless you and...

On 7/16 at around 11am. Went to this store to purchase a kitchen faucet. The one we selected was only in an open box with the security wire around it. As a pro account holder, I went to the pro desks to ask if they could remove the security tag so I could make sure all the parts for the faucet were there. The Hispanic girl at the desk named Celeste started mocking me and talking to her peer laughing at me making fun saying that I wanted them to open the box. Their laughter continued as they made fun of me until I told them “ I’m standing right here and you’re making fun of me, you’re very unprofessional, the box is already open as you can see. All I’m asking is to make sure all the parts are there” her response was well we can’t open it, and turned around to her peer and continued laughing. I asked for her manager. The other girl called a supposed manager, and 18 minutes later, JESSEE, the “store manager” came over. I explained the situation. He had no control over those girls. He seemed intimidated by them. He opened the box and showed me the parts and all was good there.

The second girl that kept mocking me and making fun of me was standing there with Jesse. I proceeded to ask for her name and she said she didn’t have to give it to me. I told her that she’s supposed to have it on her apron like everyone else. And I needed her name to file a complaint. She refused to give it out and the manager shading there said nothing at all.

She walked away and I told the so called manager that I needed her name to file a complaint. He whispered it to me “ it’s Iratza”. He felt so intimidated by these two girls that it’s unclear to me how he is supposed to be a manager.

I visit Home Depot stores daily due to my business. And the service at this store’s pro desk was a joke, the worst I’ve ever experienced at any Home Depot.

Celeste, Iratza and Jesse have no business working there. Extremely...