The Home Depot — Local services in Durango

What a sorry state of affairs this place is. I bought a new home this year and have spent thousands of dollars there in 2023. They screwed up SO many orders. Most were fairly minor, and the worst that happened was that I was forced to drive to Farmington to get my stuff. I wish I could tell you about all the many ways they fall short, but I'll stick to the most egregious. I ordered a shed on 8/3/23. Paid by check and was told the order would be here between 9/21/23 and 10/19/23. No problem, I just need a shed before snow hits. On 9/26/23 I called the store for an update. I was told they canceled the order because they don't have any installers for that particular shed in the Durango area. They cancelled it A MONTH ago. Never called, texted or emailed me. Never sent me back my $5,000. Now I'm sitting here with October around the corner looking for somebody who can install a shed, and oh yeah, I don't have my $5,000 I gave to Home Depot. Jackie at the customer service desk was rude and indifferent to my situation (more than once). I asked why they even TOOK the order (and my cash) and her response was simply "we live in a rural area, we don't have people to construct these." Again, I said "Then why did you sell it to me?" She simply said "our associates aren't taught that in training." When I asked about my money, she simply said, "it could take up to 5 weeks, that's up to corporate, not in our control, our hands are tied." No apologies, no empathy, no solutions. In fact, she told me "you should feel lucky, it used to take 2 months to get your money back." So, I ordered a shed on August 3rd, gave them $5000, waited nearly two months and only find out my order was canceled a month ago (only because I asked) and now need to wait up to 5 weeks to get my money back, and I "should feel lucky?!" Fuhhh, somehow I don't feel "lucky" at all. In fact I'm super pissed. I will use Lewis in Bayfield or Ace in Durango, or if need be drive to Lowes in Farmington before I ever give that store another nickel. A few employees there are top notch, but the rest of them just don't give a Sht and could care less about you. I know 5 grand isn't much to Home Depot, but them keeping mine is holding up me finding another shed before snow arrives. I'm so mad at them and can not recommend strongly enough that if you have a big purchase, go elsewhere because the leadership team here couldn't give two shts...

This was by far, the absolute worst experience I have ever had ordering appliances. I purchased a new refrigerator and dishwasher during the Memorial Day sale, and was told it was going to be delivered on June 6th. After confirming the delivery the day before (June 5th) I was told the delivery time would update the day of (1:30pm-5:30pm). I continued to receive text updates for the delivery, which changed to 1:30pm-2:30pm and was “out for delivery”. Shortly afterwards, I received an additional text message status update that said “Delivery Rescheduled to June 10th”. I specifically took the day off work to accommodate the delivery, and now have to take an additional day off (on the off chance) that they will actually uphold their schedule. No reasoning for the reschedule whatsoever. The customer service was absurdly poor after over four hours of cumulated holds,and offered an $80 refund for the inconvenience. I explained that I would rather have the refund of the $200 haul away & other delivery fees, as I would much rather pick up the appliances with a u-haul myself this weekend (and dump the old ones at the transfer station at $65 each).

Update: the dishwasher was delivered but not installed through no fault of their own. The old one was hardwired into the wall resulting in a call to an electrician. Surprise, the waiting list for an electrician was weeks away and put us past the 30 days of install coverage. Thankfully, they upheld their schedule and refunded a decent portion of our purchase, especially after the appliances arrived damaged. We didn’t want the headache of rescheduling replacement appliances after the headache above.

Bumping from one...

Horrible customer service regarding carpet installation. Measurment guy measured incorrectly, therefore installers were short on carpet. Installers knew exactly how much they needed to complete the job, no re-measure should have been needed. I got an email stating they had scheduled the re-measure, without even consulting me first to see if that day would work. I called and told them I was not asked about this appointment, and that it shouldn't even be needed. The associate stated they have to have the re-measure done or the installers won't install (contrary to what installers told me). Then got a call the next day from the same lady at the Durango store saying they actually didn't need the re-measure done, she found how much I need and would go ahead and order the carpet. Today I get yet another call, this time from the measurment department. They said they got an email from the Durango store stating the measurment was needed and needed to schedule it. Entirely too much hassle for what should have been a simple job. Not to mention, our installion quote clearly showed uninstallion and removal of old carpet was included. But the day after install the Durango store called me and tried to get me to pay over $100 for the removal because it was glue down carpet and that's not included in the removal. No where on the quote was that stated, nor were we told this at any...