The Home Depot — Local services in Atlanta

Disappointing Experience with Extremely Rude Store Manager

I regret to say that my recent encounter with Lyana, the manager at the Buckhead Home Depot was nothing short of a disaster. After promising credit for a previous inconvenience, she not only failed to deliver but also displayed a shocking lack of accountability and customer service. When I arrived to pick up my vanity along with my delivery driver, we waited 50 minutes because Lyana and her team could not find anyone to bring the vanity out of storage. However, she told me she would credit me $75 for my incovenience, because I had to pay my driver an additional $50 for waiting, and Lyana even confirmed it with me when I followed up a couple of days later. However, to my surprise, there was not a $75 credit from Home Depot in my bank account, yet 4 days later from the time Lyana told me she had completed this task.

Initially, I was pleased when Lyana assured me that I would receive credit for the inconvenience I experienced during my last visit. However, when we finally arrived at my home and opened the box, we realized the vanity was missing the marble top. Lyana again assured me that she would contact the manufacturer during their business hours the next da. And she said regardless, if she speaks to anyone, she would definitely call me with an update. I emphasized to her, that I was in the midst of a bathroom remodel and I needed this corrected ASAP. However, when I followed up on the promise Lyana made, I was met with nothing but excuses and indifference. After assuring me that she would ensure this problem was resolved, the very next day, despite my efforts to resolve the issue, Lyana simply shrugged off her responsibility, claiming there was nothing more she could do. I asked her "what changed in less than 24 hours"? It was only after I made that statement, that Lyana offered to have Home Depot's delivery team pick up the vanity free of charge.

This kind of behavior is unacceptable in any customer-facing role, let alone a managerial position. Instead of taking ownership of the situation and finding a solution, Lyana chose to dismiss my concerns and leave me feeling utterly disregarded as a customer.

It's disheartening to see such a blatant disregard for customer satisfaction from someone in a position of authority. If this is the level of service and professionalism that Home Depot condones, then I have serious doubts about its commitment to its customers.

My experience with Lyana was profoundly disappointing. When I called today, I spoke to one of Lyana's employee's Andrew, who took more of an active role in resolving my concern than Lyana did. Her failure to uphold her promises and her dismissive attitude have left me with a sour impression of Home Depot Buckhead. I strongly advise potential customers to think twice before placing their trust in this...

I purchased a washer, dryer and refrigerator at this location. After my purchases, a time and date was set for delivery. The first delivery attempt was a disaster. I waited all day until the evening. The delivery drivers arrived 2 hours late. Once they arrived at 7:45 PM they refused to delivery my items because a car was parked on the side of my home. Keep in mind that their truck was also parked on the side of my home. The two delivery drivers were completely lazy and did not even attempt the delivery. The next delivery was set up via the store manager. Disaster number 2. The dryer was damaged during the delivery so I had to schedule another delivery date. I contacted the Buckhead store and spoke with an assistant manager Hosea. Hosea dropped the ball and did not follow up. I contacted the delivery company and schedule another delivery. I also stopped by the store to speak with Hosea in person. Hosea stated that he thought he had followed up. This is not acceptable. Customer service should be their number one priority. I'm upset at this point because I purchased my items early December and we are well into the new year and I'm still without my appliances. The 3rd delivery was set up and again no items. THE 4th delivery is scheduled and I call the delivery company the night before to get a delivery window. The delivery company advised me that I'm on the schedule however my appliances never made it on the truck so I technically don't have a delivery time. I called Home Depot corporate to file a complaint. Corporate opened up an investigation. Let's just say this was a complete joke. Home Depot stated that they would compensate me for my time and take something off my purchase but I order for this to occur, I had to schedule another delivery and have the items delivered. Keep in mind they could not discuss any terms of their compensation until I had the items delivered. The delivery company called to schedule a 5th delivery . AT this point I was not willing to waste my time with another delivery attempt and requested for a full refund. Home Depot is very unprofessional as well as their delivery company. Do not waste your hard earn money here. I cancelled my items and went to Lowes. Customer service was excellent . The sales rep called and confirmed my orders and the delivery company also called to confirm my delivery. I items were delivered about 5 days after I purchased them. If you want great customer service do not support this company. Take your...

I'll start with the Fayetteville GA store order. I ordered 10 sticks of Hardie Trim and caulk on Thursday morning. Didn't get a message the order was ready. Went to store 23 hours later and asked if it was ready, was told "we don't have enough pullers so we'll pull it now". Went to the Hardie aisle to grab the cart when they had it loaded, had a crew waiting for me on site. 5 min later no one showed up but there was a cluster of HD employees 50 yards away chatting. Pulled it myself to get on the road. Next stop was HD in Buckhead GA. I had called that store the day before and told them that I needed to split my 90 item order into two pickups of 45 pieces each. Was told to call the store 30 min prior to pickup and it would be ready. Did as instructed, called Friday morning at 0930 and told Cust Svc agent I'd be there in 40 min. She said OK. Got to store and was told "we don't have enough pullers, the stuff is on aisle X and there are carts over there, you'll need to pull it yourself". 900 pounds, 12 foot Hardie Plank that will break if not supported. Fortunately ran into a manager over there and she was aghast. But it took over an hour to have the order pulled and when it did get pulled the employee pointed to the 900 pound cart in the store and said "here's your stuff". No help to wheel it to loading area, no help loading. The next day I called ahead to arrange the second half of the order pickup and talked a Manager, Andrew. Got to the store and it was ready, they helped us load, he was very apologetic. This is all really disappointing but I'm getting used to living in US where people mostly don't care about the customer, it seems there are enough customers to keep financial metrics happy and if I go somewhere else who cares? This screed will be chuckled at and posted on some HD "grumpy customer" bulletin board. Just not happy and you guys wasted a lot of my time. Plus some of the material was damaged and I just took it being so disgusted with the whole process. Good day to you all, maybe next time will be different but I'm...