The Home Depot — Local services in Cornelius

We ordered the same TV stand from Home Depot two times. The first time, we did home delivery as the stand is a 70in long item and we did not have a vehicle large enough to pick it up. The initial product came damaged and Home Depot arranged for pickup by shipping vendor from our home. The rep advised us to ship to store next time and arrange someone to help us pick up the item and that shipping to, and picking up from, the store would likely decrease chance of damage during shipment. We followed through, shipped to store, arranged to borrow a vehicle to pick up the product, unboxed and found the product was damaged. We returned to the store and explained our situation to the manager. This product is not offered in store by Home Depot so the only option is to order online.

When we asked what assistance Home Depot could offer to ensure if we ordered again that the product would not be broken again, the Manager's response was that there was nothing he can do. He could not call the manufacturer or work with the shipping vendor. We complained that Home Depot should not simply be okay with selling products that cannot be guaranteed to be undamaged upon picking up by customers. He again said there was nothing that could be done and recommended we not repurchase a third time as it would likely be damaged again.

We were advised to try going to a furniture store where we can see pieces in person and not rely on delivery of a TV stand. This is nearly impossible in this age where most retailers have moved to a primarily online retail service and is extremely frustrating as we lost a month of time and still do not have a product.

Not only has this experience been time consuming and frustrating, but there is clearly a lack of concern from the Manager's perspective on customer satisfaction. I wonder if the manufacturer would be interested to know that one of their suppliers does not care to see if they can improve their shipping packaging to prevent damage and is simply advising customers to buy elsewhere. This is truly a case of complete disregard for customer service on the manager's part. It may have been time consuming to help us, but I have a hard time believing that "no solution" is the only solution. We won't be buying from Home Depot any longer because of this experience and will continue to shop with...

I am giving Home Depot 2 stars because for the last 10 years they were the only he improvement store I would use because they were so helpful with all my projects. For the last 12 months they have been the least helpful and had terrible customer service. I paid for a custom sliding door 12 months ago and it is still not correct. From measuring the door wrong, ordering it wrong twice, the seal being bad on one door and now a handle that was broken during the last installation over 45 days ago and they still haven't fixed it. Keep getting told 2 weeks. 2 weeks? It's a handle that should take 10 minutes to install. I should have held final payment until the work was complete. Now that they have my money I am no longer important to them. I went in today to buy a bathroom light fixture, was told they had 6 in stock, we found one and 2 employees stood on the floor looking at the top rack telling me they didn't have any more. Refused to go up and check. Went to Lowes and the employees there looked and looked and called other stores until she found what we needed Turned out to be cheaper as well. Still have plenty of home improvement left to do but will no longer be using Home Depot after my recent experineces. **Update - Home Depot said my door would be fixed within 2 weeks on Jan 9th. Surprise - still not fixed. I will continue to update until it is fixed. Hopefully I can save someone the headaches I have experienced. **Update - had to call the corporate number to finally get my issue fixed. I informed Laura I could no longer deal with the local store and she handled everything the same day. She was very apologetic and seemed as appalled as I have been that I was treated that way. Moving back to 2 stars and want to note that Laura's service was 5 stars...

My past experiences were excellent with online orders, deliveries, and even returns. They would have received a consistent 5 star rating. However based on my most recent experience with order of outdoor rocks that required shipment, I will not be shopping here in the future. The rocks were not in stock at the store. The initial shipment from 3rd party vendor was missing 3 of 4 boxes. Multiple follow ups were required, and finally one Rep on their Chat service was able to stop shipment of 2 of the boxes. A refund was credited for those boxes within a week. The 4th box shipment could not be stopped. Upon arrival I had to contact them again to confirm and request a pick up for return. The box was picked up promptly by UPS. I was advised my refund would be received in 7 to 10 days. UPS provided document proof of the return on 04-25-25. Chat Service Rep was contacted on 05-13-25 to inquire on refund. After 25 minutes on hold was advised they could not offer refund until the 3rd party seller verified their receipt of the merchandise, and they had until 05-17-25 to confirm I sent the UPS proof of delivery. I requested they follow up in my behalf as it was their 3rd party provider, but some excuses. It is now 32 days since UPS confirmed the product return, and NO refund. This refund will not break my bank, and Im not wasting any more time with this matter. I simply just will not be shopping in store or ordering online in the future. Perhaps improvement in customer service would improve their financial struggles...