The Home Depot — Local services in Franklin

Choosing Home Depot for a Kitchen remodel was a huge mistake. Next week will be 6 months from the day our kitchen cabinets and island were to be installed. This was to be completed 2 weeks before we brought home our newborn. If you don’t feel like reading this, just know that I spent my entire maternity leave of 12 weeks warming and washing bottles, making coffee, and washing dishes in the bathroom because I did not have a kitchen. A lot of the problems here can be attributed to our so-called “designer,” Helen. We had our kitchen gutted in the 2 two days leading up to the scheduled cabinet/island install. When the installer arrived, he was quick to let us know that Helen had ordered the wrong cabinets, and they would have to be re-ordered. There was nothing that he could install for us that day. Custom cabinets do not arrive quickly, but they were ordered and we were told that our install would take place the week of our baby’s due date. I was okay with that - maybe the install would happen while we were in the hospital! Well, install day arrives, and yet AGAIN, the wrong cabinets were sitting in our living room. Another re-order. But at least this time, the installer was able to install a few of the cabinets that were not incorrect. When a few of the cabinets were installed, there were large spaces around the kitchen window where we assumed more cabinets would be. The installer let us know that actually, Helen failed to order cabinets for those large spaces! Major design flaw. We opted to have those cabinets ordered, even though this would add a few weeks to the install. Well, those cabinets arrived, and the wrong height cabinets had been ordered. Now what is extremely frustrating about this situation is, the wrong cabinets sat at our house for several weeks before the installer showed up to let us know that the wrong cabinets were here. So much wasted time, because apparently Home Depot only works with one installer for all of middle Tennessee. Every time something goes wrong, there is a wait of anywhere from 3-6 weeks for a spot in the install schedule. The list goes on and on - there was a particular cabinet my husband wanted for the microwave drawer, and Helen and her manager both told us that it didn’t exist. My husband did his own research, found the model number of the cabinet that DOES exist, and asked them to order it. Why are we the ones doing the designing here? Because the “designer” that Home Depot employs is completely incompetent. When I inquired to several people (who will remain unnamed) as to why Helen is still employed, they let me know that this is because she sells a lot of cabinets. My husband and I are one of the many who have had major issues with Helen as their designer. Another issue is the craftsmanship. Not only is my kitchen not completed, but the work that IS complete looks terrible. Seams that shouldn’t be there, drawers that fall out, doors that are not level. I wish I could attach photos to this review. But it is unfathomable to me that I am paying a $22k + Home Depot credit card every month, and this kitchen looks terrible. We were told months ago that the district manager wanted to come to our house to take a look at things and chat about how it could be made right. Needless to say, we have neither heard from or seen the district manager. At this point, I wish I could have my money back and hire someone else to finish the work. I’m sick of dealing with it. This is beyond infuriating. Would never ever...

Never, I mean Never will I shop at Home Depot again. I purchased a high end refrigerator in person at the store and delivery was scheduled the following week. Their 1st delivery attempt and the fridge was damaged so I refused as instructed by HD sales person if damaged. The delivery person asked if this was my first delivery attempt.. not a good sign. Delivery person said I would get a call in 48 hrs. to reschedule delivery. I called HD back after 3 days, after multiple calls I discover someone processed this as a return/refund instead of replacement and refund was pending the manufacturer’s receipt of the damaged appliance. Finally my order/issue was escalated and I had to reorder with HD by phone with assurance my refund was being taken care of. Fast forward 1 week later to 2nd delivery attempt by Darrell Flood Logistics who delivers for HD in my area. The delivery person said they could not move our fridge from Kitchen to my garage and our older fridge in garage removed for which I paid 2 additional charges when I purchased in store. Delivery person left and did not leave our new fridge and I’m sitting on $8,000 charges to my cc by HD and no fridge. Now 3rd delivery scheduled for next week, still no refund for the cancelled first order and only hoping I get a damage free fridge and my refund. Update: The 3rd delivery attempt and the appliance was again damaged. Delivery person said I should request White Glove service after 2 failed deliveries. Fast Forward after another trip to HD and speaking with the Store Manager about White Glove service, they've never heard of this however on calling their logistics department yes this is a real service. So delivery #4 scheduled again 4/8/2023, this time they were a complete No Show and No Call, Text or Email. Upon calling HD customer service they advised they never had the appliance to deliver the 4th time and it was not available until June... I went back to HD-Franklin and requested the 2nd refund and still waiting for this. It is beyond comprehension how Bad Home Depot is for appliance sales and providing customer service thru the delivery process and Refunds. Do yourself a favor and go...

Background: Bought an appliance along with addtional payment for installation and take-away of old unit.

When the day came for delivery, I was at work but wife was home ready to oversee the service. I was called ahead of time and told they'd be at the house in 20-30 minutes. After an hour went by and I hadn't heard from the wife, I called her and they hadn't made it yet. Apparently they arrived a few minutes later but were frantic and appeared like they were running behind on their schedule. They brought in the appliance and set it down in the kitchen, looked under the sink for less than a minute, then in extremely broken English, said "plumber" and left abruptly. My wife tried to get an explanation but neither spoke English so she was left dumbfounded by the process. The installation had not happened, the removal of old unit had not happened, and we have bulky appliance still in the plastic taking up half our kitchen.

I call the number in the email from HD and get someone that knows nothing about the service except it appears everything went as scheduled. She offers to have someone else come back but earliest appt was like 2 weeks. I politely declined and called the local store. The manager sees what happened and tells me there is an issue with a drain valve that must be repaired first before the install but not to worry because HD will have a plumber come to fix it.

Because I don't have the patience to write much more, a plumber eventually did come out (took nearly 2 weeks of constant harassment) and guess what? He tells me there is absolutely nothing wrong with my plumbing (as suspected because this house is less than 5 years old) and that those delivery people probably just were running behind. He installs my appliance but obviously he can't take away the old unit. So i call HD again to set up a pickup time, 2 days later.

All in all, it took about 3 weeks to get my appliance installed and dealt with another sitting in the kitchen for about 2 weeks too. I would NEVER have begun this ordeal knowing what I do now. And you can guarantee I will NEVER use HD for...