The Home Depot — Local services in Cañon City

Three-Star Review: In-Store Experience Still Good — But Home Depot’s Online Ordering System Is Broken

I’ve been shopping at Home Depot for over 30 years and have generally had very good experiences—especially when visiting the store in person. The staff is helpful, the prices are competitive, and the product selection is strong. However, my recent experience with placing an online order through the Canon City, Colorado store was an absolute disaster—and it’s clear to me that Home Depot’s online system is fundamentally broken.

I spent over an hour trying to place an order for delivery—around 30 items total. The website crashed repeatedly. I had to rebuild the cart multiple times, remove and re-add individual items, and jump through hoops just to get a payment to process. Even then, some items were inexplicably missing from the order. I had to go back, rebuild the cart again, and go through more crashes and glitches.

After my second payment went through, I noticed the system had changed several of my delivery items to in-store pickup—despite me double- and triple-checking that everything was set for delivery. To make matters worse, I was charged a second delivery fee of $79 due to this glitch. At no point did I approve a split order or a second delivery charge. And to top it all off, the system now shows that two items are still missing from my order.

Trying to fix this was yet another frustrating experience. The website would crash every time I tried to modify or manage the delivery settings. There was no option to consolidate the deliveries, either—items are now arriving separately across four different days: Friday, Saturday, Monday, and Tuesday. That’s just not efficient or practical, especially for anyone trying to manage a schedule or jobsite.

As a business owner myself, I can say with confidence that Home Depot is losing thousands of dollars a day due to this broken online system. It’s not just an inconvenience—it’s a serious issue that likely affects customers nationwide and will absolutely impact Home Depot’s bottom line if it isn’t addressed. I’m shocked that a company of this size has such an outdated, unreliable e-commerce platform. It feels more like a beta system than something built for a national retailer.

I also tried to get help online through customer service chat, and that system was equally flawed. The representative couldn’t help me, we got disconnected several times, and the entire process led nowhere. Even the chat tool itself is glitchy and poorly designed.

In the end, I was able to call the Canon City store and reach someone who helped correct part of the issue (I would like to add that she was not very friendly) —but not all of it. I’m still stuck with an extra $79 charge and a deeply frustrating experience. I haven’t even received the items yet—so we’ll see how the delivery itself goes.

I’m leaving a three-star review out of respect for the decades of good service I’ve received in-store. If I were judging based on this order alone, it would be one star. Unless Home Depot seriously overhauls its online systems, I will not be placing another order through their website. I’d rather pay a bit more and buy from a local lumberyard that actually has a functional, reliable system and can deliver the...

VALUABLE INFORMATION! I arrive at the home improvement store on a mission. double-checked the Home Depot app for location and quantity left of product I need before risking myself to Covid 19 deadly virus. I execute my plan and personal danger to fatal virus exposure and follow the Home Depot apps direction to the location of the product. Isle 18, bay 6. I listen to two associates talk about another coworker on the next isle. It was not favorable information on this unsuspecting girl they conversed about. The product I was looking for was empty where the tag is displayed. I crawled under the bottom shelf to search through the other stacked 5-gallon buckets of product to verify there is none mixed in and available. I really didn't want to interrupt their hopes and expectations of their unsuspecting coworker. After a lengthy amount of time dragging their associate through the mud, I finally approach the nice older, long gray-haired c* and other male associate with my phone with the product displayed on app. I excused myself for interrupting this corporate team building exchange of information. I stated that I was looking for this product, and the nice c* referred me back to the area I searched throughly, and I must say very stealthy. I apparently wasn't noticed or heard pushing the stacks of 50-pound buckets around like the walnut shell and pea game. I then asked both associates if there was a back stock as my Home Depot app displays 3 more available of this product. The nice c* said (You're not at Walmart, and there is no back stock). I was fortunate that she also shared that the Home Depot app is (never correct)! So, I am compelled to share with you. I thanked the nice c* and walked away, reflecting that my location is not Walmart. I fear my inquiry was in bad timing. I think I stopped and stared at the toilet tank flaps to regroup my thoughts and my surroundings. I apparently needed this information. Why did i trust this HomeDepot app? I'm so stupid! I will look elsewhere for this $240 per bucket product, I thought? I will have trusted friends verify my location before I enter my next shopping location. Had I known this nice c** information and not trust the Home Depot app, I would have saved myself a trip and embarrassment! It's hard being this ignorant!! Oh well, tomorrow is a new day? I went out for an expensive product for me and came home empty-handed. But, my cart was full of self reflection and a learning experience. This is priceless. Where else can a simple guy like me get a service like this? I received a free education in plumbing on a Sunday evening. I learned that I can't trust the app. No backstock and to be very aware of my surroundings while in plumbing department. I now have an opportunity to find a better deal thanks to this education...

Went to Home Depot in Canon City, CO and bought an upright deep freeze. Delivery was scheduled. First attempt: they said our address is “an open field”. There is a small meadow at the front of our property. Had they driven another 50 yards, and looked right, they would have seen the garage / house. We were outside the entire delivery window and never heard / saw a delivery truck. We went to the store and had an associate pull up our house on a map. She copied the GPS coordinates of our garage. Second attempt: “Too much snow”. We had a dusting of snow. The roads were clear. One of the managers lives in our neighborhood and confirmed that the roads were clear. Third attempt: Was notified that they were “two stops away”. I went to the end of the driveway and waited for 2 ½ hours. Never saw a delivery truck, and got 8 text messages and 8 emails, all saying that they were “two stops away”. If you clicked the tracking link, they all said that they were 1 stop away.

Contacted a store manager to request a refund. He told me that as soon as the truck got back to the warehouse, the freezer would be scanned back in and then he would process the refund the next day. That “next day” turned out to be 4 days.

A week later, I get a text message from Home Depot saying, “Your order is out for delivery”. WHAT? Obviously, they never showed up, again.

When I went to the store to process the refund, a store employee told me that they couldn’t find her house either. She suggested that we go to Lowe’s, which we did.

Bought an upright deep freeze from Lowe’s. Delivery was scheduled. First attempt: The delivery showed up early into the delivery window. I told the delivery crew about our experience with Home Depot. They told me, “It would amaze you how many times we hear that story. Actually, it was easy to find your house.”

This is the type of customer service that causes businesses to lose customers, but sadly in today’s world, businesses don’t care, store employees don’t care, even managers don’t care, especially huge corporations. We will not be back in Home Depot, for anything. There are small businesses in town that we will go to, and there is Lowe’s in Pueblo.

One star only because I...