The Home Depot — Local services in City of Albany

I placed an order with Home Depot online for supplies to build a deck on May 29, 2020. The order was farmed out to store #1262 The delivery was scheduled for the following Saturday, June 6th. The delivery guys showed up on time and dropped off the order. As I was organzing things I realzied a significant amount of lumber was missing. Noone had told me that the order would be incomplete or contacted me in anyway regarding how that would be resolved.

I reached out to the store and spoke with a representative who was confused and eventually told me they ran out of stock and only delivered what they had. First of all, no. You contact me and ask first, if I want some, want to wait, want to cancel, etc. You don't just do whatever you want and then leave me to clean up the mess. Second of all they had no idea what was going on at first, they said they would call me back.

Well they didn't call me back so I went into the store and spoke with another manager, Nate. Who said he would personally take care of things, this was on Monday June 8th. I received a phone call on Friday the 12th stating that my order was coming on Monday the 14th. Monday came and the order never showed up...I called the store and again spoke to Nate who said, that the order was scheduled to come on Wednesday June 24th instead and he had no idea why someone called and told me it would come on Monday. But he assured me the order was "set aside" and ready to be shipped. Why they didn't just ship it that day then I have no idea.

I call again on Monday June 22nd to verify that things are still good. Nate says the order says "delivery attempted" on their system and he doesn't know why. He says he will check and call back. Eventually I call him back (again), he tells me tha the "set aside" stuff was put back on the shelf and sold, so they again do not have my lumber and I will not be getting my order on June 24th and there is no end in sight for this insanity.

Final Edit: After many hours on the phone and a lot of stress we did manage to get out order fulfilled and were able to get the build done on time. Boards were literally coming off the truck and being cut and screwed down...but it worked out. I'm not confident it would have played out this way without extreme diligence on our part to keep calling multiple times a day...but if you're persistent you...

I don't usually write reviews at all, much less one stars. You have to fail pretty spectacularly for me to want to spend time complaining on the internet about it. However, the manager I dealt with today was such a dismissive jerk, I had to say something. Our refrigerator died, so we bought a new one from Home Depot last week. It took five days to be delivered. Not ideal but I understand that delivery schedules are nobody's fault. The delivery guys scraped the new fridge against the door on their way in, leaving a huge gouge. They took a photo of it and wrote on the delivery ticket that this fridge would be a loaner until they could deliver a new one. One day passes and the loaner fridge isn't cool enough to put food into. Two days later, still not cool enough. The fridge is broken/defective. So I call Home Depot and politely explain the situation to the manager and he tells me (in the most condescending tone imaginable) that there's "nothing they can do" and that they don't have loaners. He doesn't give me a phone number or anything at all to help me out. Sorry to bother you, dude. I guess I'll just go throw away more food. So, I look on the ticket and there's no phone number. I look up the address of the place who delivered it online and there's no corresponding phone number there, either. I call Electrolux and they're closed for the holiday weekend. I go and bash my head through a window. Just kidding. Finally, I called HD Corporate and got some help from a nice lady who told me a new fridge was on the way (sweet!) but it can't be delivered until five days from now. So, we have to go through another week without food refrigeration. And even though Home Depot has our money, there's "nothing they can do" for us. Sorry, but that's nonsense. In a situation this absurd, the very LEAST you can do is speak to your customer like a human being, instead of a new-to-the-world boob for not knowing who, specifically, to call to get an actual, functioning refrigerator (that they paid you for) delivered to their house. I understand that customer service isn't always a picnic but there was absolutely no call, in this situation, for that kind of BS. I wasn't coming at him aggressively, at all. I just asked to get this resolved. This is a really frustrating situation and he should've been...

Visiting this store is akin to an out of body experience. I visited mid-day on a Thursday and was only one of a few vehicles in the parking lot.

My visit was to return a few items and to pick up a few items.

My return started out easy enough and I told the staff that I also needed to pick up a few items. While looking up my items the staff member answered the phone and the questions of customers that approached the desk. It wasn’t clear if they were still assisting me or had moved on to another task. They eventually found 2 of the 4 items that I ordered. They couldn’t find 2 of the items and when I told them that I had accidentally had identical items shipped to my home and that I wanted to return the two items shipped to the store they gave me a store return gift card.

I don’t know why I got the card vs a credit to the original form of payment. They could see my order on their screen and on my phone. I wasn’t given an explanation or an opportunity to inquire as the staff member simply turned away and moved on to another customer. The person seemed efficient but devoid of social skills.

I went shopping for a few other items and was helped in plumbing and greeted in a friendly manner by another staff member. Other than that, I was invisible to staff. Including when a staff member closed the aisle I was in and all pathways to other aisles and then seemed annoyed that I didn’t know that I could let my self out by moving aside one of the gates blocking the aisle. At one point he directed me to an aisle completely blocked by inventory.

The store looked in chaos and many, many aisle were blocked by inventory and carts that staff members were actively using.

Self checkout needed a staff member assist when I tried to used my store return card and like many others, the staff member effectively helped me but didn’t say a word or respond to me saying “thank you” or any other nicety offered on my part.

This is the worst Home Depot store I’ve ever encountered. It was only by accident that I had items scheduled for pick-up there. Literally, if this store were 1 minute from my home, I’d opt to drive 30 minutes to another location in order to...