The Home Depot — Local services in Albuquerque

Usually Home Depot is great, but not this time. I bought a bunch of insulation and got the free 24 hour machine rental. I had made a reservation at the store closest to my house for the machine a few days in advance, and then a few hours before pickup, I got notified the machine was no longer available. So my reservation meant nothing and I had to drive to a store significantly farther away (this store). When I got home I found out the machine they gave me didn’t work, so I had to go back in the morning since they were closed, driving to the store that’s farther away again (on my own time and dime). When I got there, the morning rental employee knew the one they gave me didn’t work as soon as I told him, but it wasn’t labeled as not working and nobody told the other employees. He said that’s why it was out on the sales floor rather than in the rental shop. When I returned the machine after completing the project, one of the employees that helped me the day before (gave me the broken machine) was there and asked how it went. I told him the machine they gave me was broken and I had to come in to exchange it. I’ve never seen someone so indifferent. He didn’t apologize or even express any sort of emotion at all. When I told him the employee that morning that swapped out the machine for me said the one they gave me was out on the sales floor rather than in the rental shop with the other two they have (that aren’t shown as available online) because it doesn’t work, he shook his head in a way that seemed to acknowledge he knew that. He didn’t offer anything to make up for his mistake either. The employee in the morning also said he would reset the rental time, but when I returned the machine it was still showing the original time. So it appears that never happened either. Incredibly frustrating all around and will definitely make me second guess going to Home Depot for stuff like this again, especially this Home Depot store. I would not recommend renting tools here based on this experience. Also good to know, since it only showed them having one machine online, I talked to another store about swapping for their insulation machine. The free rental is based on the store where you buy the insulation, so they couldn’t help since I didn’t buy the insulation from...

Terrible experience all around. Customer service was extremely rude and insisted that I purchased the wrong product when I very clearly stated that the product on the receipt was correct and that they gave me the wrong product. Rob, David, and Natalie were all extremely unprofessional throughout the entire process. I placed an order of 20 pieces of lumber on a Saturday afternoon scheduled to be picked up on Monday morning at 9am. I show up Monday to pick up my product and the order is incorrectly packaged by Rob who had an awful attitude when I wouldn’t accept the product. I rescheduled to be picked up in the afternoon and David tells me he is unable to load one pallet of 20 pieces of plywood safely onto my truck without 2 forklifts and 4 people. He then leaves and refuses to help load himself so me and the person I’m with are forced to load it into our truck ourselves with one other Home Depot employee. David still refuses to get us any of the resources we need to safely strap it down and I told him the entire reason we need it to be strapped down was because the last time they loaded it that way it shifted our box and he proceeded to say that that was our fault and refused to band my order. After that whole ordeal, it turns out that they brought out the wrong size product so I have to go back for a 3rd time on Tuesday morning. I speak with Natalie at customer service and tell her that they brought out the wrong size yesterday and that I needed to pickup the correct size product stated on my receipt. She then comes back and says that she refunded the card and I would have to go and purchase the product again. I asked her why I would have to purchase it again after I already did and they got it wrong. She now starts acting extremely rude when I stated that I shouldn’t have to go through the whole purchase process again when the order was correct on my receipt. After half an hour of waiting she finally comes back and says that they’re pulling the order. So now after 4 total days and 3 trips to Home Depot these incompetent employees finally figure it out and get me the correct product...

There are multiple problems with this establishment.

First, their customer service is abysmal. After signing up to have our home measured for our door installation, we waited weeks for someone to come make the measurements. When trying to apply for a credit card offer to fund my purchase, I was repeatedly told things that turned out to be inaccurate--such as being able to complete my order over the phone. I was always required to be there in person, and on one occasion I waited over an hour to talk to an associate. When trying to call and verify the status of my order I wait for long periods of time on hold only to be told that they have no information about when my order will be completed. There is apparently only one person who I can talk to, and if he happens not to be working that day, there is no information that anyone can provide. Abysmal.

Secondly their credit card "24 months financing" offer amounts to a bait and switch scheme. I was told I had 24 months to pay this bill, but when I went online to register my account, it said I had 6 months to pay in full, and I had a payment due right away. I assumed something must be inaccurate with that information until I got a call from collection. I should add that the call from collection happened before the doors have even arrived at the store, let alone installed in my house.

I advise anyone to be extra careful with promotion statements from Home Depot regarding their credit offerings. If I purchase anything from Home Depot in the future, I will only make small cash purchases where I don't have to interact with their sales associates, or customer support personnel.

Update: I have been contacted by Home Depot, and they have tried to make things right. If I could review just the installation crew, I would give them 5 stars. Updated the total review to 3 stars just due to our...