The Home Depot — Local services in Conway

Never buy anything from this store. We had purchased a Rheem hot water heater from them a while back. There were issues with it and the company agreed to replace it. They told us to take the hot water heater back to Home Depot where we had purchased it. I had the hot water heater uninstalled. I loaded it up in my car (this is a tankless unit) and brought it to the store. I unloaded it from my car onto a cart and brought it inside. I then waited in the never moving line at customer service. I explained the situation to the cashier and told her that I needed a replacement unit. Rheem had given me a replacement model number for that unit as it was no longer available. Of course, she has to call a manager. Again, I explain the situation. He flat out looks at me and says "no". When I asked why, he said it was because they didn't have the model number to ring it in for the exchange. I call Rheem as that is what they instructed me to do if there were issues. The lady on the phone was extremely helpful. At this point I had left the store, so I walk back in and request a manager again. The Rheem agent is going to give me a model number for them to process the return/exchange with. The manager flat out refused. He said he would not except the exchange no matter what Rheem said. This situation went on for three weeks. I would call Rheem daily they would tell me to take it back to Home Depot. I would explain Home Depot would not return it, they would tell me a manager would call me back. This went on until I tripped carrying bowling hot water to the bathroom to bath myself with. I received 3rd degree burns to my breasts. It took me yelling on the phone with Rheem, them finally calling the store manager at Home Depot, and again me hauling the unit back to the store to get it resolved. Oh and there was another three week lead time for the new hot water heater. Thankfully this was in the middle...

This particular store does carry much inventory. Usually, if there is an item that I need it is available. There is one woman at the customer service desk that is particularly good. However, I have had less than positive experience regarding placing an order online and picking it up at the store the same day. The Home Depot standard is that the item (must be available of course ) shall be picked and prepared to leave the store in 2 hours or less. I terminated one order because six hour passed without notification. A placed a second order online and it was not ready after three hours, so, once again, I terminated the order. In fairness, recently, I place an order and it was ready in less than an hour. Finally, I have an interesting story about an employee who graciously, at my request, found a set of punches. I explained to him that I needed a 1/8 inch punch. We said, "Well here you go; this set has a 2/32 which is the same as 1/8!" "Is it, I asked?" "Why, sure!" "Sir, you cannot reduce a fraction!" As most of you realize, 2/32 is equivalent to 1/16 and NOT 1/8. Glad that this guy wasn't cutting lumber for my house!

Finaly note on Muriel's comment here . . . She has provided a one star rating based upon laudatory service. That is...

Although I shop at home Depot for things I can bring home, their delivery is dreadful. I've had three miserable experiences. The first was for a storm door. Measuring guy never showed he first day despite several calls to the store assuring me he was " on the way" . Finally came a different day, told us we needed all kinds of carpentry work, etc..couldn't deliver until we did it. Went to Lowes on Wednesday, had the door by saturday. Second disaster was a living room rug install. We live almost walking distance from a major ski mountain..somehow the installers ccouldnt fine us. Next day were supposed to come at noon. Finally showed up at 7 at night. After many calls to Home Depot .Today was the final straw. After a 6 week wait for a dishwasher, we were given a " delivery window of 10 to 2 p.m. At 3 I called the delivery company and got a recording saying he was running late and would call when he was a half hour out. By 3:30 still nothing and I had a 4:15 appointment . Called again to reschedule. Was told another 4 week wait before they could deliver to my area. Nope. I had to cancel. Called Lowes and they have available stock and only a weeks wait if out of stock. I'll still shop there for paint and garden stuff, but no more...