The Home Depot — Local services in Alexandria

In April 2019 I paved my backyard and I was advised by the Home Depot associates to use SAKRETE SAND MIX Topping and Bedding as grout to fill up the gaps between the bricks, which completely destroyed the color of the bricks that I purchase from Home Depot few days before, then I went to Home Depot at 400 S Pickett St, Alexandria, VA and ask their manager (Name available) to help me with the issue that I had as a result of their advice, she start insulting by saying this is not my job I should have gone to them and use their management to do my backyard paving therefore she won’t help and very loudly she told me off go to garden department, this is not the area for you to be. I told her that I came here just because it says Pro Desk to get professional help, she said “this desk is only for professional people not for you” and abusively she told me “are you still standing here, you need to go where I told you to”. I ask an associate if he can help me and I showed him the photos of the problem on my cell, he was very polite and said “Sir I don’t know nothing about that, please talk to that lady”. I went to her and I asked her if she can help me finding something to clean this mess, and I did not ask her or told her that they have done something wrong, I never mentioned anything about what exactly happened, just wanted her to help me finding some cleaning chemical; Apparently, the other manager from Pro Desk department already called her and notify her that I’m coming there, therefore she start being aggressive and abusive and I was told off by her too, where she was telling me that I’m not a professional person to do these things and the brick has a normal wear and tear which can happen in a week or two, it’s not their problem anymore. Then I ask her to call her manager, said she is the GM, then left and did some shopping from there and I have the receipt for that too. After I wrote a complain to their Customer Resolution Center (which I call that Useless Center) who also doesn’t take any responsibly except forwarding your email to the store manager who I received a call from (available) he said sorry and that’s all hang-up the phone, the second time I spoke to him, he said that the next day May 17 he will call me to tell me how to give me a refund on all the purchases I made from Home Depot. He never called back. (Lie after lie and lie again including their general manager Mr. (available)). After several time that I contacted Customer Resolution Center I finally spoke to store manager Mr. GM who also was one the team member by telling lie exactly the way Chris managed my case. Mr. GM agreed that I was being insulted by his managers and therefore he offered me $200 for all the trouble that I come across in his store and he will also sending someone to inspect the problem to find out if the damage really happened with SAKRETE SAND MIX then he said after the inspection he will be calling me to discuss the issue and find a way to resolve it. He took my address to send me the $200 check and pass my number to the people who can come to inspect the problem I had. The inspector came and he was agreed with me that the damage was made from SAKRETE SAND MIX which was advised by them. After that phone call that I had with Mr. GM on 5/23/2019, I have not received the $200 check nor phone call from him to discuss the matter and find a way to resolve the issue as he promised me. Then I called the store several times and told his associates to tell him that I called but he never returned my calls. I wish people understand that there are no customer service at Home Depot stores and their managers who claims helping out their customers that never happens...

ZERO STARS. Negative stars if I could. We were lied to by every single person we talked to in person and on the phone for the last month (which is around 8-10 different people roughly). We received a call the day before our refrigerator was originally supposed to be delivered that they never actually processed our order (but we were charged of course) and that it was now out of stock and we had to wait another two weeks minimum for it to be delivered.

We said we were okay with it because we spent almost 2 hours working with a rep in store to help us find a refrigerator that fit. Two weeks later we received another call letting us know the delivery date was again pushed out because it was out of stock. The next week- another call that it was actually discontinued and was never available to begin with, and had to select a totally new refrigerator and now had to wait for another week or more.

We were told from the most recent rep on the phone that we would be able to have the refrigerator brought in the house to make sure it fit (our kitchen is a very weird shape/size). All of the reps including this one up to this point told us we were flat out being lied to by the previous reps.

After a month of dealing with this constant lying, we FINALLY got them to deliver this new refrigerator- only for the two deliver men to REFUSE to bring it inside because they didn’t think it would fit, said we were liable the second they brought it in our house and wouldn’t help us any further.

We got customer service on the phone while they were still arguing with us, who explained to them that we were told we would be able to see if it fit first then go from there, but the two delivery men said they wouldn’t do it and that we were of course lied too again.

When we spoke with the same customer service rep again later on she told us that the two deliver drivers lied and falsified their documentation/reports, and had put down they did in fact bring the refrigerator in and took it out of the box to try to get us to pay an extra fee and hold us liable, even though they refused to even attempt to bring the appliance in our house…so we had to try to “prove” they didn’t bring the refrigerator in and unbox it. of course when we asked to see their report/picture of the unboxed refrigerator in our house, the rep “couldn’t get the information or picture to load”. We were then being BLAMED BY THE REP- she said we were taking up too much of their time, wasted their time, etc and that it’s our fault! Needless to say, we canceled our order and will be going to Best Buy or Lowe’s or honestly anywhere else.

Do not trust a single word that comes out of any of their mouths. An absolute joke of a company and customer service team that are more than happy to screw their customers over, try to blame the customer for “taking too much of their time” and then create false reports and documents to try and blame the customer and make them pay fees but will refuse to...

If I could give negative stars, I would!

I bought a stacked washer dryer unit for my condo since my current washer/dryer unit no longer works. I patiently waited nearly 2 weeks for delivery when on the day of my delivery, things quickly deteriorated.

I was contacted by the delivery driver who stated that he was on his way (this was at 9:04am) He called back a few minutes later he said that the freight elevator isn't available till after 9:30. HE said he'd go make another delivery, then come back after that when the freight elevator would be open. I told him that would be no problem since I had the day off and would be home.

A few hours later, about 12:00, AFTER multiple attempts to contact the driver again, AFTER texting him, I called the Home Depot number and asked them when the driver would be returning since I had been waiting for him all day. After being in hold multiple times, and being transferred a number of times, I was informed that the driver would not be returning that day!!

So because the driver messed up, I'm not getting my washer/dryer!? This happened about 5:00pm!! I had spent ALL DAY dealing with these people and not once was I ever able to get a hold of ANY manager, not once! I grabbed my keys and DROVE to the the location I bought the washer/dryer from, unsurprisingly they said the same thing, that there was nothing I could do and that the soonest they could drop off my washer/dryer was another 10 days later!! Again! I currently don't have a functioning washer/dryer, and even when I went to the physical location, they told me I couldn't speak to a general manager after I requested one nearly 3 times to their face!

I've spent an entire day being on hold multiple times, once being on hold for nearly 45min, asking for a manager and NEVER speaking to a supervisor, a driver who messed up meant I had spent MY ENTIRE DAY in the phone or waiting on these people! And to add further insult, no one seemed willing to do anything to help beyond rescheduling my delivery. I work as a first responder and the holidays are coming up, during which I will be working and won't have the time, this needed to be done today or tomorrow latest!

I just told them to cancel my order. Forget it, this entire ordeal was not in anyway my fault and yet I'm the one who's paying for it. Home Depot does not deserve my money since clearly I'm not worth their time. I bought a $1,500 washer dryer, I have now canceled and I will also be canceling my $4,800 flooring I have bought from Home Depot.

Do not bother with this store, they'll take your money and...