The Home Depot — Local services in Mississauga

Appliance delivery NIGHTMARE.

On July 17, I placed an order in-store for a full house of appliances: New washer/drier tower, stove, over-the-range microwave, dishwasher, and fridge. The associates who helped initially were great. They explained that I'd hear from their delivery vendor the day before to confirm my delivery, scheduled for July 23.

I got the call as promised, and was ready and at home for the delivery window. When it came and went and I still had no sign of my delivery, I began what was to become a 4-hour phone marathon between the delivery vendor (Go Delivery Services) and Home Depot itself. All 1-800 numbers, no direct extensions, lots of holding only to be disconnected.

At the end of it, I found out the supplier hadn't sent my appliances to the delivery company until July 22, and it takes roughly 2 business days in transit. Why I got the call confirming everything was set to go? Who knows.

I spent the weekend and first part of the week playing the call/hold/transfer/disconnect game (an additional 8-10 hours) trying to confirm whether my appliances had been confirmed as received by the delivery company. FINALLY, on late Thursday morning, I got a call confirming everything was good to go and that my delivery would be scheduled for July 30.

SPOILER ALERT: It was not good to go.

When the delivery drivers arrived, they said they were only two people so they could not complete the install haul/away of my washer/drier tower, which is now sitting in my living room downstairs. Additionally, they said they didn't have my microwave or dishwasher. Again, why I wasn't informed of this issue before/why the delivery company didn't send 4 people to begin with, I do not know.

After another 2.5-3hrs playing the hold/transfer/disconnect game, I am now told by Home Depot and Go Delivery Services that the earliest my washer/drier can be installed is a week from today, and that microwave and dishwasher are missing. The vendor confirmed shipping them to Go Delivery, but maybe they were missed in the warehouse scan? Who knows. Nobody can confirm if or when my microwave and dishwasher (again, items already paid for) will be located and when they will be delivered. "Have patience" is the response I get when I finally get someone on the phone.

I will NEVER be making major purchases through Home Depot again. They were fine taking my money, and now they have it, cannot be bothered to treat me with even a basic level of respect and help me get the items and services I have spent my hard-earned money on. No solutions, no real assistance, no managers available (ever), and somehow, constant miscommunication between Home Depot and their own vendor about whether or not major appliances are actually ready for delivery.

Go elsewhere and do not deal with...

I wish there was more competition to force homedepot canada to act better. Where should I begin....

No staff. 3 cashiers, 1 customer service, no one available to help with anything... "you can do it.... WE can help...." How? There's no one here! I needed something that was locked in a cage... it took me 40 minutes to get someone.... ridiculous... I should have left, but I was attempting a price match with price beat. Notice my wording... attempt.

I'm not one to get in a verbal fight... i don't like arguing and confrontation...but i expect honesty. I never swear or raise my voice when dealing with the general public, so I'm never rude when asking for a price match. I read their policy, and I attempted my match because I met all their requirements.... I even had a printed flyer. This was my third match/beat in my lifetime, at homedepot. And they rejected it because they said Atlas Machinery and Tool is not considered a competitor. After 20 mins of conversation, they offered to match but not price beat... which I declined. I decided to support a Canadian company... which i should have done in the first place, but I'm on medical treatment and should not travel far. After my confrontation, I decided I'd make the trip anyway.

Just so you know, my other 3 price match and beats was from Atlas Machinery and Tool earlier this yearnand last year... a very large and well known company. I just find that most companies nowadays truly do not wish to price match... it's an advertising gimmick that sounds good, but it's hard to get in reality. I'd have more respect if they just obliterated the policy rather than find every excuse under the sun to deny it.

To prove my point ... I went to another homedepot to make an attempt to see if their policy is consistent. Guess what... they accepted it. Just made me mad.

Aside from that, I find the customer service very much lacking of late. The cashiers seem unhappy and therefore pass it on to the customers... maybe they get angry feedback from customers cause there's no one there to help? (I saw that today as I was waiting for someone to open the cage). In any case, it Just makes shopping at homedepot somewhat terrible. As I said, more competition may convince them to have...

Thoughts: The store's inventory management is lacking. If you need an item from a topmost shelf, be prepared for a potentially long wait as they may not retrieve it promptly. The staff, although helpful, require persistence and ample time (over 30 minutes) to assist you in finding items. Curbside pickup may not be the best option at the moment. Home Depot doesn't seem to bring items to the curbside, so expect to go inside and collect your order yourself. I hope these customer experience shortcomings are due to COVID-19, and that improvements will be made.

UPDATE 2: I placed a separate order for curbside pickup, received the email notification that it was ready, drove to the store, parked in the designated spot, notified them of my arrival, and waited for 20 minutes. Unfortunately, no one came out with my order. I had to go inside and retrieve it myself, which is not an issue, but clear communication would have been appreciated. I also had to inform other waiting customers to do the same.

UPDATE 1: I made an online order for in-store pickup, but it was canceled due to "unavailability of stock." However, there is stock in the store, and they seem unable to locate it. There is definitely room for improvement in their inventory management skills.

While there are plenty of employees available throughout the store to assist customers, today I experienced being directed to three different locations before finding the correct one. Unfortunately, the product I needed was located on the topmost shelf, and the staff were unable to help me retrieve it. Despite paging for assistance four times, no one arrived within the 20-minute wait. If you require an item from a topmost shelf, it's advisable not to wait too long. Consider leaving the store, opting for curbside or in-store pickup, or visiting a nearby Canadian Tire or another Home Depot, depending on your urgency to...