The Home Depot — Attraction in Lake View Township

tl;dr HD mismanaged the delivery of my grill and made it my problem every step of the way. 2-stars because the product arrived.

I opened a ticket on Friday 3/25, one day later than the expected delivery date of my order. The CSR explained that the grill made it to the store, but no shipping details existed beyond that. I was told to wait up to 2 business days (Tues 3/29) to hear back from HD. I was never contacted.

On Wed 3/30, I called customer service to ask for an update. I was told there was no progress (perhaps due to the weekend), and I should hear back by Friday 4/1. During this 2nd call, there was no mention of updated shipping or tracking details.

On Friday 4/1 ~11am I had still not heard back, so I reached out a third time to be told that the delivery had simply never been scheduled. Only then was I connected with a 3P service to schedule a delivery.

It was only at this time that I was told that the delivery option I paid a premium for (Room of Choice, $115) would only get the grill delivered max 2 floors up--insufficient for our 4th floor patio. Nowhere throughout the purchase flow OR in my receipt was this detail listed; only after I had paid the extra fee was I notified. When I went back to see if I'd missed this note, I discovered that detail is only viewable under the FAQ page or after purchase. This omission is either willfully misleading or an oversight, and either reason resulted in a miserable user experience.

I am well aware of supply chain constraints; I recognize that CSR are neither directly responsible nor able to resolve my issue on their own. But the fact that HD failed their customer in 3 different ways for a single purchase leads me to believe I'm better off ordering from Lowe's or Ace Hardware. I've obviously shared these frustrations with my coworkers and friends, only to hear that they've had similar experiences.

As a new homeowner, I'm deeply saddened by this experience. I was prepared to make HD my new go-to store for my home improvement needs. Now I have no reason to believe HD can provide the support or service for any of my major...

Going to Home Depot is a harrowing experience. This store in particular is like walking into purgatory.

I like to think I'm smarter than the average bear. I can usually find my way around, and am able to figure out what I'm doing most of the time. How can anyone find anything in this store?

The layout is baffling. There are two levels, but the distinction between them is not clear to me. Some things are up top; others are below. There are plants on one side. On the other, lumber. Asking someone for help usually consists of them telling you which aisle as they walk past you, assuredly to bigger and more important tasks. I don't need someone to hold my hand. All I'm asking for is a little guidance. Once, I had someone tell me what I wanted was on the second floor, before they dipped into some unseen backroom. That's a scary thought: there must be an even more baffling and Byzantine underbelly holding the entire construction in place. No wonder they were in such a hurry.

Let's say you found what you wanted. Congrats! Now, all you have to do is bring it to the front and check yourself out. I get it, it's 2018, self checkout is a necessary evil. There must be only two actual checkout lanes in this store. The rest is a maze of beeping and cooing as you press the wrong buttons and wait for the machine to spit you back out to the start of the process. A camera watches you flounder. Who is the man watching me? Is he in the back rooms, lost somewhere in the labyrinth?

It's a Home Depot. You know what they have. It says so online. Finding it in the store is more or less like wandering through the warehouse and plucking it off the shelf than any shopping experience. If you can manage that, it can be pretty painless. But if you make a mistake somewhere, can't find what you need, or God forbid need assistance with...

I hate leaving bad reviews, but I’m hoping Home Depot Managment sees this. We ordered a Weber Grill for our sons house warming gift. At the time we decided to place the order, we opened a Home Depot credit card to take advantage of the 12 month 0% interest offer. So we order using the Home Depot app. The nearest store to our sons house showed they had the item in stock and delivery would be two business days. Two days go by and no delivery. So we gave it a couple of days and then we contacted customer support using the online chat feature. In discussing with the first interaction with customer support last week, we were informed that the grill was in the shipping terminal and they were closed so we would have to check back the next day. So the next day turned into a couple of days because we were traveling. Then late yesterday afternoon, we contact customer support again through the chat line (oh I wished we would have called versus using the chat line), they tell us that we (as in us would need to call the shipping terminal ourselves). So we call the shipping terminal and they tell us it will take 2-3 days to find it and get it scheduled for delivery. Not satisfied with this whole situation, we reached out to customer service to request they arrange shipment from the Home Depot store as they showed to have 25 in stock and it would arrive in two days and stop chasing the one that seems to be lost. No no, we cannot do that. At this point, we were ready to give up. So now, we ordered another one and it’s scheduled to be delivered in two days from the store that shows 25 in stock. The final straw that’s created this review is that we are on hold with the chat people…..but the kicker is we are on a 20 min wait to cancel the first order!

What a waist Home Depot’s online customer satisfaction...