The Home Depot — Local services in Collinsville

I ordered a $300 gas log fireplace set online to be delivered to the Collinsville, IL store. It shipped from Greensboro, NC (1/29) and arrived in Los Angeles, CA (2/05). Thinking that shipping from North Carolina to California, while passing its destination (Illinois) was suspicious, I called the Collinsville store and they assured me a separate Purchase Order # they had said it would be to their store on 2/07 and to call back. I called 2/07, they couldn't verify it was at the store/told to call back. I called 2/08 and was told they dont get trucks on sundays (2/07), it still was not at the store and to call back on 2/09. I called back 2/09 and was told my product was still not at their store, they took my name/number and would call me back.

Once they called me back, they confirmed my product shipped to the wrong store in California. They reordered me another gas log set and assured me it would arrive in Collinsville, IL on 2/26. Not wishing to be fooled twice/or wait that long, I asked them to cancel my order to which they advised they would. 15 minutes later I get a call back from Home Depot saying they could not cancel the reorder and issue my refund until they receive the product on or after 2/26. So because Home Depot took it upon themselves to reorder my product, without me asking, I wont receive my refund until the end of February when/if they receive the product and there was nothing they could do about it. The manager I spoke with on the phone was super nice; however, it does not take away the ball was dropped shipping it to the wrong store. Then a reorder was completed without telling the customer, until after the fact, and now I have to wait another two plus weeks before I can cancel the order/start the refund process. Unacceptable and no way to take care...

Worst store in Collinsville. Don't buy a refrigerator for your parents from here. Bought a refrigerator 1st delivery damaged was sent back no issue. 2nd delivery came unboxed refrigerator refused cause of damge no issue in returning it. 3rd delivery attempt in a month brought same refrigerator that was damaged on 2nd delivery. Funny part is they did not do it correctly and show refrigerator before removing the old fridge. Got it out side the old one brought new one in and told driver we are refusing this cause it's the same fridge you brought on 2nd deliver. Told driver we wanted the old one back in so we could put groceries back in it. The driver then stated it is out of the house your not getting it back call store. So if your parents are over 70 don't use home depot. Talked to young manager today 10/24/22 on phone today to ask where my refund is and we still didn't get or original refrigerator back he pretty much said when you get your refund you get and that your not getting your refrigerator back cause it's not there problem it was taken with out permission which is theft. But they are quick to call cops on people who steal from them. Worst company in Illinois. Way to treat your elderly appropriately. Also the driver screamed and cussed a 80 year old man and caused him a heart attack. But they don't care they got there cash. Dawn if you do go there is the only person you want help from the rest of the store are useless people who have no clue how to rectify a situation. Now lie home depot in response to the review. You all suck...

Don’t go to them for carpeting/flooring. After having a guy sitting at his desk playing on his phone for almost 5 minutes only acknowledge us after I walked off, we had issue after issue on getting it scheduled all because the order person can’t type and messed up an email and phone number. They were happy to charge my card almost $4700. After I was finally able to get their “CSO” who told me she would be sure to handle it, the order was apparently messed up again because a week later the install company called and said the order still wasn’t in and they didn’t have a clue when they could install it. When I called back the CSO lady didn’t remember our conversation and said she never talked to me. I gave her the time and even a recap of the conversation and she just said “well it’s not going to be here what do you want?”. I then sat on hold over 20 minutes and drove to the store still on hold. Without knowing who it was, I passed her walking around and when I started asking for her she hurried up and went to the managers desk and said she was having a system glitch and the manager would have to do it. Total BS excuse. I was nice and remained professional the whole time and the manager processed the return but was basically flippant about it and was like “I’ll read the notes” with nothing else even considered. After redoing a house and spending almost $20,000 in the last month with them I won’t ever spend another...