The Home Depot — Local services in Falls Church

Not sure what is going on at the HD in Falls Church. I ordered 2 faucets on 07/17. Email said it's on its way from another store to FC store by 07/24, but we will send you an email when to come pick it up. 07/26 received email said it is ready for pick up. 07/30 received email thanking me for picking it up. I had not picked it up. Fearing someone did without my consent, I called the store, however, I was transferred to customer service. Customer service says the 'thank you for picking up your order' email really means HD is returning the items. Not sure why it doesn't say we are returning your items; okay whatever language they want to use but there is still an issue. She checked with the store after looking at the order and thought it looked odd. Store tells her, order came in 07/24 and the policy is 7 days. 7 days is 07/31. Today is 07/30. She even said the person 'was not helpful.' She was going to reorder the items for me but we unfortunately, were disconnected. I called the store and this time spoke with an employee, the supervisor of the pick up department. I told her what happened. She tells me the policy is 7 days; I ask from the order date or when I get notified? She was beginning to say from order when I said how I am to pick up an order that isn't even at the store? She said there could have been shipping delays. And this is what the system does. Shipping delays and the system. Does someone not physically input the items as received? I received an email on 07/26 and 4 days later, HD decides to return the item. She also informs me they attempted to call me twice this morning to my office number. Because no one picked up, they processed the return. No one left a message about the order because no one called. My office phone is able to provide a history of all calls, and guess what HD, no one called. This is the first time I have had a problem with them, and is why I am giving them 3 stars. I don't have problems usually, but this is egregious. Beware and be on top of your orders. UPDATE HD called me today and is giving me the product for free because of how it was handled by the store. This is customer service. Bravo HD for knowing how to correct a mistake. I give that 5 stars, but 4 overall...

My family has been a long term customer of all departments of the store. I have lived in Texas. California. And I always have a good experience. It wasn’t until I moved to Virginia. The first time I came was an okay experience. Friendly staff. At least for the most part -.- anyway. The aisles aren’t even the ones showed online. And you have to flag someone. And even they don’t really know where things are because everything is constantly changing. Now the next visit. My husband came in needing a key made because we lost ours in the church parking lot and he also works late nights and he needs a key asap. So we came in making a key everything was alright. It wasn’t until the cashier was like “oh our apply pay option isn’t working.” Okay. I get that. He didn’t have his wallet because he just came from the gym. And he couldn’t pay for it. So he just said oh okay, just keep it or I can come back later to get the wallet and pay for it. (Obviously leaving the key then coming back to pay for it. ) then a manager came by. This darn manager. Was so judgmental and was frustrated with my husband. She was saying “sir you have to pay for this the key was made” and first of all. He wasn’t going to steal. He just forgot his wallet because when we lived in California, we were so used to not carrying our wallets that we used Apple Pay every where. And at least Texas and California employees were more understanding. This manager was judging based on how my husband looked and then threatened him saying “sir if you don’t pay for this then you will not be allowed back here and we will call the police if you come back.” HE WAS GOING TO PAY FOR IT. HE JUST NEEDED HIS WALLET. that female was not understanding, threaten to call the police when he didn’t anything wrong. best part, was that there was NO sign. Saying that Apple Pay was not available. NO SIGN ANYWHERE. and this manager got upset at my husband because she thought he was going to steal because of the way he looked. She got upset at a mistake that she made by not using signs. I will just shop at Lowe’s from now on. Hostile at my husband for no reason just because she made an assumption thinking my husband was a bad person....

I usually write good reviews, but the experience here exceeded my positivism. Such a TERRIBLE experience.

I'll go step by step:

I bought an appliance bundle, part of the Black Friday deals (Fridge, microwave, stove, diswasher). I received them Dec 28. The fridge was bigger than I asked to the person who sold the items (I was clear about saying if that was the same fridge they had in the store and she said yes, and It wasn't) and also It did not work well. The guy who installed it said that I could have that as a loan and request another one. I went to the store the same day (Dec 28) to find help from the manager, she said that it was not the way to proceed, that I had to make the guy take the fridge snd not leave it at home. How I'm supposed to know that? The guy from HOME DEPOT is telling me what to do and I trusted him. The manager made couple of calls and helped me, which I appreciated. I had to buy a new fridge due to the confusion in the beginning. She said they will return the money from the returned fridge when they received it. The fridge was picked up January 4th and I still don't have my refund!

Diswasher: when the guys dropped of the bundle in Dec 28, the last piece to bring upstairs was the dishwasher. They called me from downstairs saying that "somebody did something to the diswasher" meaning somebody from the neighborhood. I went downstairs and it looked damaged. I refused it and the guy said he was going to order a replacement. When the other fridge was delivered I called to see what happened with the dishwasher. Oh surprise! "Somebody from the warehouse made the mistake to say that dishwasher was a return and no a replacement " Guess what! I had to buy a new diswasher. Even though I got a discount I ended up paying more. This gets even worse...today, January 19, I still don't have the dishwasher and my refund!

I've been washing by hand because the old dishwasher didn't work anymore (they asked me to unplug it to receive the diswasher on Dec 28. When I plug it in again, it did not work).

What a terrible...