The Home Depot — Attraction in Harlingen

Dear Home Depot Customer Service / Corporate Headquarters,

I am writing to formally file a complaint regarding a deeply unsatisfactory experience with your online order and delivery service.

On October 18, 2025, I placed an online order with Home Depot and paid an additional $35 for same-day delivery. The order never arrived. The following morning, I received an email notifying me that my order had been canceled without explanation.

I called customer service and was told that the delivery was managed by a third-party service, and according to the notes, they had attempted to contact me. However, I received no phone call, voicemail, or any other communication regarding a delivery attempt.

When I inquired about the status of my order and asked if I could pick it up myself, no one could initially locate it. I was eventually connected with Jorge at the Harlingen, Texas location, who was able to find two out of the three items from my original order. However, instead of helping me complete the order, I was told I would need to cancel the current order, wait for a refund, and then repay over $500 to place a new order.

This is completely unacceptable. I paid for a service I did not receive, experienced multiple customer service failures, and now face a delayed and inconvenient resolution.

I am requesting the following:

A full refund of the $35 same-day delivery fee. Immediate action to fulfill the items of my order without further charges or delay. Internal review of the third-party delivery service and the communication failures involved.

This has been one of the worst customer service experiences I’ve encountered. I trusted Home Depot to deliver a time-sensitive order and was left without any support, transparency, or accountability.

I expect a prompt response and resolution to this matter.

Order Number: ...

On the date of 12-16-2024 and at 11:34 am, I was purchasing floor planks and sheetrock. I was attended by a male cashier who was nice and helpful. However, upon completion of my purchase, mind I had 2 carts for the sheetrock and other items valuing over $600.I had both recipts and walked toward the exit, when I was approached by a older lady (Edna), short, chubby. She was on the register across from the one I was on. She approached me and asked if I had a recipt for the items. I told her I did and I gave them to her with no issues. I told her I had just paid and I had 2 carts. She was saying I didn't pay for some items,hence she thought i was stealing. I told her check the cameras and.you can see the male cashier scan the items and me next to the sheetrock pointing at it. I felt she was profiling me because of my ethnicity and was unprofessional. There was a line building up and she was lacking customer service. I told her check the cameras. She was falsely accusing me of stealing. (MIND YOU I WAS AT THE REGISTER AND ALL OF THE ITEMS WERE GETTING SCANNED). I'm assuming the machine wasn't working or something because it didn't scan 6 of the sheetrock. How is that my fault if they were scanned.

They should probably check the machines to ensure they work properly. I've been a loyal customer at home depot and spent thousands of dollars there. I'm a good citizen and never in my life have I been accused of shoplifting or stealing or harassed. That lady needs retraining on how to handle situations under pressure and talk to customers. She might need training on equal opportunity and...

The employees know nothing about the products they sale IF you can evem find one to help you. I think they must all just hide until thier shift is over with. Dont bother to go to thier main competitor Lowes across the street eaither because you are going to get the EXACT kind of service over there at a higher price. Everyone that works at these two big box stores are Lazy. There is a mom and pop store in town named Johnnys True Valley (Ace Hardware) on Harrison street that I can suggest to you. They hire older retired men that work part time. The GREAT thing about it is these men worked thier whole lives in the line of work in the department they are assigned to. So they know how to help you. AND the most wonderful thing is it seems like they enjoy helping you. They certainly aren't lazy! After a long term marriage, my husband left me and this store has bailed me out of all kinds of problems. Now if you know excally what you need at Home Depot (and Lowes) and know where it is in these big stores plus5 need no advice then maybe the two big box stores would work for you. But not for this offer frte my toilet, the plumbing man at Johnnys True Value. brought a tolit over to me and demonstrated on that toilet exactly what I needed to do and sold me just what i needed. When I installed my ice maker the man in plumbing put all the pieces together for me in order plus a water filter . So all I had to do was hook it up like he showed me to. I'm 100% grateful to my...