The Home Depot — Local services in Hillsborough

I knew better than to order from Home Depot. I had a bad experience with an appliance delivery 4 years ago. However, the store manager was amazing back then and told me they were trying to get rid of the outside delivery contractor company and build a delivery service within Home Depot. He worked with me and made sure the new appliances were re-delivered on time and damage free. I continued to shop frequently at Home Depot. It's less than 5 miles down the road. Fast forward 4 years. I needed a new washer/dryer installed and the old washer/dryer hauled away. I paid $2000 and patiently waited for the delivery. I knew it was going to be delivered on 09/21 but I didn't know what time. Typically a delivery company calls, texts, or emails the day before with a time frame, ex. 8a-11am. I did not receive anything notification from Home Depot. This morning, I took my daughter to school. I left the house at 8:00am. It takes me 10 minutes there and 10 minutes back. At 8:17 am I received a text message from our receptionist (its a business) that they were here to install the washer/dryer. I said ok, let them know I will be there in less than 5 minutes. I arrived at 8:20am and greeted the drivers. One of them moved the truck while the other one came with me. He told me they could not install because I needed a longer hose (8 feet). I questioned, do you have one on the truck? He said no. I said, I will go and get one. He said, no, he could not wait. I said, Home Depot is less than 5 miles from here. By the time you remove the old units and install the new units, I will be back with the hose. He said no. I asked to speak to his manager since I paid $150 for the installation and $50 for the haul away. He called over and over and could not get the manager on the phone. I asked one of our employees to go to Home Depot and pick up a hose. He did as I requested. We finally got the manager on the phone. She explained they had a policy the guys could not stay longer than 30 minutes. I said ma'am they've only been here about 15 minutes. I've sent a young man to Home Depot to buy a hose. Can they please wait until he gets back? She said, I will allow them to stay for 10 minutes and then they have to leave. This is all on speaker phone, so the driver hears what she said. THE DRIVER SNATCHES THE PHONE OUT OF MY HAND AND SAYS, "I'M NOT DOING THIS!" He then gets into the delivery truck (which had Krispy Kreme painted over) and says he's leaving. I said, no, you have my washer and dryer on your truck. I've paid for it. We waited for the police to arrive. Basically, they told me, even though I paid for the merchandise, they could not make him unload it. It's considered a FAILED DELIVERY. Yes, the driver's can legally drive away with your merchandise in North Carolina!! They also told me, I'm not the 1st person to have this issue with Home Depot. I contacted Home Depot corporate. The "best" they could offer me is: To reschedule the delivery and most likely I would have different delivery drivers, but they couldn't guarantee it. The delivery would be for Monday, but I'm out of town. I asked what time would they deliver it so I could have someone available to oversee the delivery. She told me I could call the store the night before to find out. It was too much! I asked her to cancel the order and refund the money. MY MAIN CONCERNS ARE: Nothing was mentioned about the driver snatching the phone out of my hand or disobeying his manager when she told him to stay for 10 minutes. Nothing was mentioned about the delivery drivers refusing to deliver my merchandise. WHY would I feel safe or trust this company any longer. Any company that allows their employees or contractors to treat customers this way, CAN...

Love this store! Everyone is great! I had my best experience Thursday, yesterday and today. I'm in awe of this team of people that I made sure to take the names!!!! If there was an option to give 10 stars I would!

George (female) is such a great help. Had a wealth of knowledge on air filters. Didn't just ask me what size I need or send me the most expensive one like some places. She actually asked about my house, the duct system, pets, allergens, if there's a fan above the floor filter, how often I plan to change vs needing to change it, she also educated me on some products on improving the air quality in my home and what to stay away from. If it wasn't for her I would have gotten the wrong stuff and not realize I need to fix a couple things to make my home more breathable. She also noticed that I turned white and sweaty and asked about my low sugar and insisted I sit down so I don't pass out. She actually saw that I had a medical emergency taking place while I ignored the signs - I'm glad I listened. We sat down and after a few minutes we even looked online at some products she was talking about that weren't in the store. Amazing experience!

Jamel was also so nice helping with price checking a product and making sure I had the right size and color I wanted. And he did it faster than ever. Literally it took like 10 seconds. He treated me like family. The set wasn't heavy, I didn't have a basket but even offered to carry it up front for me because we were all the way in the back next to the blinds and flooring. I said no thanks because it wasn't heavy or anything but he was just so happy to offer. He was super genuine. I high fived him when he found my set in the exact shade I needed!! He's the bomb!

Mac went above and beyond. He made so many trips all over the store and I was shopping all over too. I finally said "hey you stalking me?" Jokingly- of course. And added so what do you do that you're all over the place? He said he works with deliveries... basically when someone places an order, he pulls it and gets it ready for the customer. I said ok and went on my way... Everytime we saw each other yesterday and today he would smile and make sure I was doing ok. He's my buddy now! Great respectful teddy bear and hard worker!!! I mean always on the go!!!

Thursday, my first day there Becky Jo helped me when I was browsing, she told me they had a special on sheets. I said really? I've been looking for sheets because mine got ruined with holes and random damage etc... so she said the deal was a TWO set of sheets for $15! Twin, full and queen! I was in awe!! I needed at least two sets and I would have paid out the wazoo if she didn't talk to me. I didn't even know Home Depot sold sheets!!! Comforters that match any size also reversible on sale for $14 too!!! I'm like no way?!

Cashiers jiovanna and Kena were so sweet and helped me out with smiles and instantly answered questions helping me with my budget and the items I was checking out. (I.e. Jiovanna told me my totals as I was checking out so I didn't go over my amount and with Kena I had one card that declined so I had to leave and get another card but didn't want to miss this item since it was the last one, so she held it so I can come back an hour later to get it) james with tattoos carried a heavy lattice and box for me and was very nice and truly acted like it was no problem for him and he was happy to help. This store really has great people and help really makes you leave happy and grateful.

Marsha cashier was so sweet too, she didn't check me out at her register but anytime I passed by her she was smiling and eager to help me find whatever aisle I was looking for based on the confused look...

Purchased 2 pallets of faced R-30 insulation online. Buying it by the pallet online was the only way we could get the amount that we were needing. We did not see anywhere that you could not return a special order item in bulk. We knew that 2 pallets was going to be too much, but wanted to be sure to have enough. We ended up with 7 bags left at roughly 90 dollars per bag and we went to return it for a refund or store credit at the Hillsborough location and were told they couldn't do it. They said that their manager called corporate and said they could not take it back. They did refund us for 4 pieces of plywood that were bought online, by the pallet. We tried to call back later that day to speak to the manager but they weren't available. We then called the corporate office and they said that it wasn't true that corporate could tell the individual stores about a return they could just advise them. We called back this morning and finally spoke to the manager and they said they definitely couldn't take it back because it wasn't a full pallet, even though they do sell individual bags of the faced R-30 insulation. Apparently it has a different skew number than the individual bags, and I guess that is too complicated to fix. Home depot was going to get this money anyway as we still have a ways to go on the project we are working on. We were going to be buying flooring and paneling for the walls as well as some other stuff. Now I will be driving out of my way to go to Lowes in Mebane. This isn't my first problem with Hillsborough Home depot, but it will be my last. We are going to try to sell this insulation on craigslist and or facebook market place for a discounted price just to get rid of it. If this does not work I am going to load it back on a cart at home depot and push it through the front door and walk away without a word said. I bet they will...