The Home Depot — Local services in Jupiter

On 5/5/20 I called home depot to speak with either Steve in Appliances or Carlos in Management. Both had left messages the prior week for us. Important to note: I called 3 times prior to speak with either and no one at Home Depot would take a message, they all insist it is best to call back. As a brief background for what occurred. On March 11, we had the 1st GE dishwasher delivered. The box was open when it was delivered. They left the machine with us at our house. When we inspected the machine we noticed the first day, that the machine face plate was scratched/damaged. We contacted Home Depot and they made arrangements to send another to exchange. The 2nd dishwasher arrived on March 18th, It did NOT have a box at all and came out of the truck with just the machine. We questioned why, the delivery company said they removed the box before putting in the truck. Sounds odd, not sure why. They left the 2nd machine and picked up the 1st dishwasher on March 18th. The exchange was completed. No issues with the exchange process that Home Depot set up. We installed the 2nd dishwasher and noticed the high pitched whining noise in the engine. We looked up online to see what that was and noticed many people stating the engine was bad and parts needed to be replaced. We contacted home depot again within 48 hours. This time, no reply. We understand Covid Virus was in full swing and that could have caused some delays. However, we emailed and called for the next few weeks with NO replies. Finally we spoke with Home Depot Customer Care and they put us in contact with the store. This is where Steve in Appliances and Carlos the Manager of Jupiter Home Depot were first introduced into the scenario. On 5/5/20 when we spoke with Carlos, his initial reaction was to tell me that he called me twice last week and I did NOT return his calls. He then goes on to tell me that we need to “purchase” another machine “purchase a 3rd dishwasher” and then he will credit us back for the 2nd dishwasher ONLY when he gets it back from his agent delivered to his store and it can be inspected. I stopped him to ask why is this different then when we exchanged the 1st dishwasher for the 2nd dishwasher. Carlos goes on to tell me that it was different because the 1st dishwasher was NOT left with us at our home. I explained that his understanding is incorrect, he tells me he is correct as this is policy. I am confused as to why it was NOT policy when we did the prior exchange but Carlos failed to listen and failed to try to comprehend the FACTS. As a consumer, speaking with a “manager” of “Home Depot”, it was very disappointing. His lack of understanding was overwhelming. He had ZERO facts correct. He inserted things that did not occur and then stood by them as if they were truths, simply because he said so. He is a poor representation of an ambassador of the brand of Home Depot. We paid for a new dishwasher that is defective and we are out that money, as well as the initial $165 for the installation. The machine is in our possession. It needs to be exchanged for a NEW one without defects. Carlos/Home Depot wants me to PURCHASE another machine in addition to the one I purchased, await its delivery in the next 3-4 weeks, lose 1/2 day of work (for the 3rd time), to await the delivery of the machine. Pay to have the 2nd dishwasher to be “disconnected”. We need to pay for the 3rd dishwasher to be installed and that will take another appointment and another $165 for installation. The delivery agent (of Home Depot) is to pick up the 2nd dishwasher that is being returned/exchanged and deliver it to Home Depot in Jupiter. If that does not happen, we do NOT get a refund of the 2nd dishwasher. If it does make it to the Jupiter store, Then we need to await Carlos to do the right thing and refund our money from the 2nd dishwasher return. NO Thank YOU. Add the $165 disconnect of the 2nd dishwasher and $165 connection for the 3rd dishwasher. That costs us an additional $330 to have the next dishwasher installed on top of the price of...

Stock is good, but otherwise this place is horrible for women trying to shop. I waited for the employee in the doors department to return from break for 15 minutes, which was fine. People deserve a break. However, she would not help me. I told her I was looking for impact doors with specific measurements. She just kept telling me that I needed to pay $40 to have someone come out to measure. She would not even show me the doors they had. Then, when she finally agreed to show me the doors, a man came up asking for help. She immediately began to help him find someone to assist (she could not help him herself because it required strength she did not have). She made call after call after call, looking for someone for him, rather than telling him she was help me. Then, when that person was not enough help, she went looking for another person for him (I’m not kidding). She also told me that I needed to wait for them to be finished in order to be able to look at the doors. I had arrived more than 1/2 hour before this man.

When I spoke to a manager and made an appointment with a different employee, he called to cancel the appointment. When I spoke to him, he too tried to have me pay for a measurement.

I then made an appointment at a different store instead.

Meanwhile, I’ve had similar interactions in multiple departments. There are a couple lovely employees…the woman with pink hair in paint, whose name I can’t recall, is very helpful and knowledgeable. The young man is quite the opposite. A woman named France is always chipper and welcoming. Dale, in hardware, actually told a man who tried to interrupt his helping me that he could help him after he was done helping me…a very unusual occurrence in this store. The manager, Stacey, always tries to be helpful as well. However, overall, it’s convenient to my home and it is generally well-stocked, but it is EXTREMELY difficult to shop if you actually need help (which, fortunately, I usually don’t)...

Purchased a GE washer/dryer combo ($1499.75) at Home Depot store # 0274 which had to be ordered as they did not have it in the store. It was delivered to our business 5 days later. We decided we did not need it after all so left it unpacked.

Knowing it was way past the return window of 48 hrs, we contacted the store to see if they would be willing to take it back for store credit. To our surprise we were told they would accept it in exchange for store credit. Arrived at the store and was told they could not take it back, that their 48-hr return policy on appliances was very clear and that there were no records or notes of anyone agreeing to take it back. An assistant manager named "Michelle" was dispatched my way and from the get go, was inconvenienced and bothered. Her attitude was extremely poor, condescending and definitely not customer-service oriented. I requested to speak with the store manager and was told he was not available.

While at the store, I called Home Depot customer service and was told that all returns, etc, had to be done directly with GE. I found this hard to believe. Was told that was the agreement they had with the vendor.

Proceeded to call GE and the representative was in disbelief. Advised I call Home Depot again. Home Depot told me they would not take it back even for store credit. Fair enough... What bothers me is the lack of respect, inconsideration with one's time and the unbecoming behavior exhibited by management.

I seek nothing more than to warn about Home Depot's ridiculous return policy on appliances (2 days), and their lack of professionalism. Store 0274 in Jupiter, FL needs to reevaluate their management team. With the understanding that they are ambassadors who represent the chain with every customer interaction, they failed poorly.

I won't be purchasing any appliances from Home Depot going forward. A phone call, email, or discount/gift card will not...