The Home Depot — Local services in Edison

I bought a Samsung Flexwash and Flexdry. Long story short the dryer was damaged underneath, the frame was dented. To look at it you would think nothing was wrong with the unit until you went to use it. It made an ear piercing screeching sound. I called Home Depot and was instructed to contact Samsung who deemed the dryer irreparable because the dent was to the frame and not a part they replace. The service technician asked where I purchased the dryer and instructed me to call Home Depot back. When I called Home Depot they referred me to the appliance protection plan I purchased through them. The protection plan informed me the damage is not covered because it's not an electrical or mechanical issue and considered cosmetic. I then called Home Depot back and after multiple calls and being hung up on they were willing to offer me a $500 credit to apply to a new dryer even though I have a new dryer that I paid $1600 for that does not work. Their reasoning, I had the washer and dryer installed by my contractor which voids their responsibility. It did not matter to Home Depot that they failed to inform me that having my washer and dryer installed by a contractor voids their responsibility. I attempted to reach the regional or district manager with no success. I called customer service which is not an easy task. Navigating their automated service is long and frustrating. Finally when I reached a representative I provided the details of the situation and was told someone would get back to me in 5 business days. Guess what? That didn't happen. I called customer service back to follow up and was hung up on, at which point, I gave up because I got the message I was fighting an uphill battle I was not going to win. However, I have the ability to write a review and by writing this review I can share with the public how poorly this situation was handled. In turn, I hope it provides me the opportunity to get advice from the public on how to escalate this situation because realistically...

I order a toilet from my Home Depot online 2 of them and one was fine the other was used and when I went to the Edison Home Depot in NJ the supervisor Yolanda was very rude and told me all we could do was give me store credit even when I try to explain I need a new one today and need a discount since I already paid the installers by the hour but now I have to pay more since the toilet was used and had to rerun it. Then she finally return it to the card after repeatedly asking. Then I asked for a discount for the time I had to pay the guys for, and she said she can’t lose money because she’s taking back a toilet that was already used (not me) and that she can’t lose money do anything she said to call in or come into the site and we would have no problem but since I ordered it from online she won’t help me. She kept telling me me to call Home Depot corp so. After I told her I’m renovation a hotel near by and won’t me buying materials from here anymore she then gave me 20% off. I understand that she wouldn’t know if I used it but I’m not buying and returning items all the time I probably spent around 40k more at this store I don’t think I will try and steal a 130 toilet but a little more respect would went a long way especially since I was calm the whole time so to Yolanda please be nicer to your customer and don’t lie I worked at Home Depot before in East Hanover your not losing the money the company is and over 129 dollars you lost a customer that would spent another 30k plus at your store...

Edit: I left this store a very positive review a while back after a very good experience with a flooring associate. It's now pretty clear she was a gem among a sea of less than stellar employees. Being a new home owner in the area I frequent the store weekly if not sometimes daily. On numerous occasions I've been given the wrong info or met with general lack of willingness to help a customer. I feel like my requests for assistance have always been reasonable for a customer who's not a professional contractor and they're mostly met with an eye roll and feeling like I'm being done a favor. The garden center particularly lacks any sort of customer service expertise. I have a huge basement reno project coming up and I won't be using home depot for any of the materials I'm afraid.

Came into the store today to look at some wood floor samples for our reno project and a lovely human named Christine Torro immediately approached us, guided us to the selection of flooring we were looking for and helped us locate several samples of the wood floor we needed to match our existing floors. She walked us through all the options, talked about calculating square footage and explained different sizes of planks. A real pro with incredible customer service delivery. She left the conversation giving us her contact info so that we could follow up with any questions we needed answered. Truly never felt more cared for during a home depot...