The Home Depot — Local services in Bonita Springs

I am reaching out to you to provide awareness of a complaint I hold against Home Depot. My wife and I purchased carpeting through the store located at 11941 Bonita Beach Road SE, Bonita Springs FL 34135. The purchase price was over $3600. The carpet was scheduled to be delivered on 6/4/2020.

On the delivery date, the installer picked the carpet up at the warehouse in the morning. He placed the 60’ roll of carpet on the roof of his work van. The carpet was protected by plastic. Our install was set in the middle of the afternoon.

On 6/4/2020 there was significant intermittent thunderstorms and flash flood warnings.

The first thing I noted when the installer arrived was that there was only one person. One person to carry the carpet into the house. I offered to assist the installer to carry the carpet into the house along with my two teenage sons.

The next thing I noted was that the plastic over the carpet was ripped in 2-3 spots. The carpet was wet in those areas but not in terrible condition.

The installer pushed the carpet off the top of the van. He said that we needed to remove the cardboard center roll of the carpet in order to allow the carpet to bend when we carried it into the bedroom. I estimated that this carpet weighed at least 350 to 400 lbs.

The installer cut the plastic protective barrier off the carpet and unrolled it about 15 feet. He stated that will help loosen the roll up in order to get the cardboard center out. We attempted to push the cardboard center roll out and were unsuccessful.

The next idea was to try to push the carpet through a window. I was concerned about this as we would need to carry the carpet to the rear of the house and slide it into the window. I did not think that this would work. I went into the house to get the window open. At that time, it started torrential raining. It rained about 1 inch in 15 minutes.

We all ran back outside to try to get the carpet under cover. It was too late. The carpet was ruined, and my two boys and I were saturated. I told the installer that we could not accept that carpet and it would need to be replaced.

The installer should have had an assistant. Or, he could have cut the carpet into manageable lengths at the warehouse. I am confused why Home Depot would work with vendors with such poor judgement. I am also disappointed that Home Depot is not taking responsibility for this fiasco.

I tried to contact the store immediately and was very frustrated with that. The managers at the store failed to call me back until I called the corporate customer service line. They told me that I would need to wait 4-6 business days for them to contact me back.

When Home Depot staff finally called be back, I learned that the carpet was now on back order. The carpet would not be available for order until late July, with expected delivery sometime in August.

We are now displaced from our room as the original carpet has been removed and the furniture is not in the room. We did decide to cancel this order and procure the carpet from...

Dear Home Depot Customer Service,

I am writing to express my dissatisfaction with the service I received at your store last Friday. I have been a loyal Home Depot customer for approximately eight years, and I feel compelled to bring this issue to your attention.

That day, I visited the store intending to purchase a lawn mower. However, upon reaching the relevant section, I found no associates available to assist me. After waiting for a while, I noticed an employee walking down the aisle while talking on her cellphone. When she saw me, she signaled with her hand for me to wait, without interrupting her conversation, which was clearly personal. After approximately three minutes, she finally ended the call and asked how she could help me.

I explained that I was looking to buy a lawn mower and needed some information about the product. To my surprise, she responded that she didn’t know much about the product and would find someone else to assist me. She then walked away without providing further details or ensuring that someone actually came to help me. Unfortunately, no one ever did.

What concerns me the most is that this employee was wearing a name tag that read “Yolanda” with the title of Assistant Manager. I find it unacceptable that someone in a supervisory position lacks knowledge about the products the store sells and does not demonstrate a commitment to customer service. If a manager does not have this basic knowledge, what can be expected from the rest of the team?

Given this experience, I went to the customer service desk with the intention of speaking to a supervisor to file a complaint. To my surprise, I was informed that no supervisors were available at that time and that if I wanted to file a complaint, I would have to speak directly with her. At that moment, I realized that speaking to her would not make a difference, as I would likely receive nothing more than an apology without any real action being taken. What I truly wanted was to ensure this incident was formally documented, so I asked about the proper way to file a complaint. I was told I needed to do it online, which is why I am writing today—to make sure this situation is not overlooked.

As a loyal customer for many years, I believe that these supervisory positions should be held by individuals who are knowledgeable, well-trained, and truly committed to customer service. Due to this experience, I ended up making my purchase at another store. I hope that appropriate measures will be taken to improve customer service and prevent similar situations from happening to...

I purchased a fixer-upper six years ago, so I am constantly in and out of the home improvement stores. I can say in all honestly, the Bonita Springs Home Depot store is, without a doubt, the best one to shop. There are always plenty of associates to help. They are always knowledgeable. There is never an extended wait-time at the cash register lines. As someone who is constantly in these types of stores, Home Depot is by far my favorite, but this particular location beats the other local Home Depot stores by a country mile.

That being said, I am over the moon right now thanks to Patrick. He is an absolute superstar in the Lumber Department. I went to this store the evening before to discuss with Bob and Jerry the project that I was planning. It was relatively simple. Basically, I purchased the world's most annoying shelving system for my pantry. It is metal wires and things fall between the cracks constantly. Not only that, it's difficult to stack and balance cans and they are always toppling over. Yesterday, after years of this torture, I had a eureka moment that perhaps I could just place thin plywood on top of the shelves. Laugh if you want, but it literally never occurred to me. So I went down to discuss what to use and if it would actually work with Bob and Jerry. I returned the following morning with my measurements. I was so worried that whomever was working would be upset at the number of cuts I needed (10 shelves). But thankfully that person was Patrick and he is literally the most jovial, gregarious associate you will ever interact with in any home improvement store. I explained my project and he even offered advice on using a cheaper hardboard throughout (which I should have listened to). He had to "rip" three large sheets of wood and cut them to my measurements. He was very precise and carefully measured everything to ensure accuracy. It was time-consuming work for him, but he was upbeat and pleasant throughout. Not to mention, this was Christmas Eve! He basically gave me an early present, by his presence! I could not be any happier. He really went above and beyond and I truly am grateful to him from the bottom of my heart. Five Star Customer Service, proving again why this is the best...