The Home Depot — Local services in Frisco

I ordered an exterior door to be installed with trim. At the point of sale, I was told this is a turn-key service with existing trim being removed and new door and trim installed. I waited 3 months for the door to arrive. The day of install I received a call from the installer (hired by Home Depot, not me!) who explained the exterior trim that arrived was purple (should have been Cypress to match the new door). He wanted to know if I wanted him to install that and risk damage when it is replaced with the right trim or just wait and do it right the first time. Even though I have already waited 3 months, I told him I wanted it done right the first time. He said he would let Home Depot know of the incorrect trim that was delivered and someone would contact me. The installer has been professional and I am happy with his communication).

3 days later I had not heard from anyone at Home Depot, so I emailed the original sales person and called Home Depot North Frisco where I ordered the door. After a long while, the guy on the phone found my order and said he will escalate this to his manager and someone would give me a call on Monday. Monday and Tuesday pass and no call. I called back on Tuesday late afternoon and the customer service rep said the guy I needed to talk to was on the phone. He said he would personally deliver a hand written message to the guy. Again, no call. Also, have not heard from the original sales person who I emailed last week. That is 3 attempts I have made to speak with someone. All I need to know is if someone is handling this case and following up on my order. I have already paid $600 for this door and I can’t even speak to someone who knows anything about what is happening or when the trim piece might be in so the door can be installed. Terrible customer service! Today I will make an in-person visit and speak with a manager. I should not have to go to this length to get an answer for something I have already paid for. Very disappointed...

We used Home Depot Services for our Window Replacement as we have had good experiences with our DIY project, but our window project is still on-going after over a year since we signed the contract and almost a year since work began. First, the installers that showed up where wearing Extreme Windows shirts (not Home Depot) and they dropped an old window on one of our new Trane 18 Sheer, 4 ton A/C units causing dents to the housing because it was not protected properly (no plywood protection, just a tarp). They didn't inform us of this and we found it during our informal walk around after the first day of work. Also, there was addition damage (wood floors, window sills, etc.) caused by the speedy and rough work as proper protection was overlooked. We are still trying to get the repairs completed, but Home Depot has some many different contacts for different departments that there is very little responses as it is always someone else's department. Also, we still waiting on one window as now they are saying it is a Special Order even though the windows were measured three (3) times and charged us an additional fee. Here is an example on how bad Home Depot is disconnected, we had one cracked window upon delivery and the installer ordered a replacement with the window being in a high vaulted ceiling. During a walk around with the Regional Manager, Branch Manager, and Installation Specialist, this cracked window along with all of the damaged was pointed out to them. When the Home Depot peron came to replace the cracked window, he was not informed that a ladder was required even though four (4) separate Home Depot were aware of the window's location, so he could not install the window and had to make a second trip. Total lack of caring, responsibility, and accountability experienced from Home Depot Window Services, so I would not recommend and will not use...

I had the same horrible experience today that I had 4 months ago at this location. 4 months ago I went in for carpet. It was a younger Hispanic girl sitting at the desk on Facebook. She didn’t greet me and got made when I begin to ask her the process to have carpet installed in my house. No has no customer service experience or people skills at all. Well today I got a double whammy from the same Hispanic girl. I went into to see about having my cabinets reface because my next door neighbor used HD last week to do his and they look great. It was déjà vu today. She was sitting at the desk playing on her phone, didn’t greet and definitely don’t smile. I begin to ask her about getting my cabinets done and she told me to go online and make an appointment and they would tell me what I need to know. It was disbelief that she talked to me like she did. I decide to just not use them for my project. I went on down to lumber and grabbed a few pieces and head back to paint to get a pretty color in paint. Wow, she was now behind the paint counter. I asked her about the stain and she pointed to the aisle it was on instead of answering my question. It was that very moment I left the cart full of items well over $400 in the aisle and left. I went to Lowe’s where I was greeted and asked if I needed help. I will never go to The Frisco/Eldorado location again. There is no need for a generated message to tell me they’re sorry for my experience when it shows you all just hire people to sit on their phones and get paid to do absolutely nothing. I wonder if the Corporate Office knows they are giving money away to that young lady. Don’t apologize knowing nothing will change and besides I’ve given Lowes my business and I happily spent my money with them and will for my carpet and cabinet refacing as well. Your store has loss over $50k because of that...