The Home Depot — Local services in Katy

We are remodeling our home, so we have been to this location frequently. We usually don't need assistance, but when we do we always have trouble finding someone to help. Our refrigerator started leaking, so we went on Memorial Day to take advantage of the sale. We looked around for about an hour before anyone even acknowledge us and even then it was just someone to get people approved for credit cards. We decided to see what she had to offer and got us approved for "24 months interest free" so we decided we would use that on the refrigerator and buy the full set. They didn't have the full set on display that matched the Kitchen Aid fridge we liked and the credit lady said she could check us out, but couldn't help with questions because she didn't work in appliances. Since we couldn't get any help, we went to Best Buy and found the range, dishwasher and microwave that matched the fridge. We bought those at Best Buy and decided to go back to Home Depot on Wednesday for the Refrigerator hoping we could actually get some assistance now that we just needed to check out. We waited for about 30 minutes with numerous associates just walking right past us. I finally stopped one and he said he couldn't help because he doesn't work in that department. He said there was only one person and he would look for her. Finally an associate stopped, but same thing..she didn't work in appliances so she couldn't help any of us. She called someone and said a manager was on their way. By now there was 4 other customers waiting with us. We waited about 10 more minutes and then my husband got on the phone and got a hold of someone that paged someone to appliances. FINALLY the associate comes, but helps the LAST person that walked up...with numerous customers waiting in front of them! My husband and I decided to see if someone up front could check us out, so we took the sign up to the customer service desk. The lady at the desk asked if we were trying to buy a refrigerator because the associate from appliances called her saying she saw us take the tag and figured we were going up there, but she said we couldn't check out there because it was an appliance. We returned to appliances and waited...The associate then helped another customer that JUST walked up. Everyone waiting just looked at each other in shock. After being there for about an hour and a half we decided to try the location on 99. The customer service over there was 100% better! We were helped right away, but when she tried to scan our temporary card we received from the I-10 location it said the card needed to be present. We just applied for it 2 days ago, so we didn't have it yet. The associate called the bank, but they closed 7 minutes ago. I didn't even tell her what happened at the other location and she said they would honor the memorial day discount and 24 months interest free that ended that day if we came back the next day. Had someone helped us an hour and a half ago at the other location we wouldn't have this problem!!!! HUGE difference in customer service just 8 miles away! Two of their associates even loaded some drywall into our cart and we didn't even have to ask! We went back to the 99 location on Thursday and again were immediately asked us if we needed assistance. Lita in appliances checked us out with the discounts as promised and then she called the bank to extend the 24 month interest free. She went above and beyond, but the nightmare wasn't over yet...She was told the card we were given is a Home Improver card and they don't honor the promotions which was the whole reason we bought the whole set instead of just a refrigerator. We live an hour away and had to make 3 trips...That's 6 hours of driving plus close to 3 hours we wasted at other store. Not to mention the gas. I was NOT leaving without a refrigerator. To top it all off, Home Depot doesn't deliver to our house and will not deliver to the store because "their warehouse isn't big enough." So now we get to make yet another trip in because I had to have it delivered to my sister's...

September 9 Home Depot

I purchased these black rocks at the end of August in 4 separate orders. In the first order, I ordered 70 bags in which I returned 14 bags because the color of the rocks were off. When i returned the rocks, I purchased another 20 bags in store. After that I ordered 30 more bags for pick up via 2 orders. All transactions were associated with the Home Depot in Katy Fry/I-10. The landscapers had placed the rocks in the flowerbed and pathway. Less than 2 weeks later the color started to change. It was no longer a polished black, it was a gray/white. I called home depot customer service and they directed me to speak with the store so that we could find a solution. I spoke to Giovanni at the customer service desk at Home Depot in Katy Fry/I-10. He told me that other customers had a similar situation with the same manufacturer rocks and i could bring it in for a refund. I let him know that I didn’t have the original bags they were in since I got the landscaping done outside my home and that they were a mixture of 2 different brand rocks. He assured me it wasn’t an issue that I could bring the rocks in in something else and I could still get the refund. I had to call the same guys who did the landscaping to come pick up the rocks to take to the Home Depot. This labor cost an extra $600 to remove the rocks, bag them, and then to take it to Home Depot. I had made sure to ask Giovanni what time he would be at the store so that I could complete the return smoothly.

The next day on September 9, 2023, Once I arrived with the landscapers and rocks to Home Depot, Giovanni, another Home Depot employee and the landscapers started to unload the rocks from the truck. One of the store managers came out and she started to say that there was a misunderstanding and that since the rocks were not in the original bags, I couldn’t return the rocks nor get a refund. I explained to her that I had already spoken to Giovanni the day prior and confirmed the details of the return. Giovanni even said to his manager that he got approval from the other manager. This store manager then called the other manager to confirm this. When the 2nd manager came forward, he exclaimed that he didn’t approve for this return and denied Giovanni’s words. The 2nd manager ignored his employee and myself, passed a racial comment and left me to deal with Giovanni. As soon as the manager saw my name on the account with Home Depot, he changed his attitude towards my situation. He even started racially targeting the 2 Hispanic landscapers that I had hired to remove the rocks and bring to Home Depot suggesting that they were the ones who messed the rocks. He was shouting unnecessarily and creating a scene in front of all of Home Depot customers and employees. He said “I’m leaving the store in 5 minutes. No one is gonna do anything and you go deal with Giovanni.” I told the manager: “ what do you want me to do with your employee when you don’t want him to do anything and he can’t return it even though it was guaranteed the day before.

At the end of the day, I had to pay $600 for the labor of putting the rocks into black bags to bring to the store and then another $200 to bring it back to my house after I was denied the return. Who’s going to reimburse me for the money I had to spend? Home Depot didn’t stick to their words. Once I was guaranteed a return, it should have been done.

On Monday September 11, 2023, I will be contacting my lawyer to figure out my next steps. I already notified my family and friends of the situation with Home Depot. They all decided to cancel their company accounts with Home Depot and will work with Lowes instead. I will contact my local Asian community Center and notify them of the situation. And will suggest to them that we must boycott Home Depot because Home Depot doesn’t stick to their words. They hire racist white people ( not all white people are racist) and expect coloured people to buy and spend their near...

My recent encounter with Home Depot was a far cry from what I anticipated. Every step of the way, from placing my order to dealing with delivery issues, was riddled with frustration and disappointing customer service. Here's the breakdown of my experience:

Challenges with Online Orders

Navigating their online platform to place an order was anything but smooth sailing. The website was sluggish and unresponsive, making it a challenge to complete my purchase. Post-order, I received minimal updates on its status, leaving me in the dark about when to expect delivery.

Delays and Damages

Upon the arrival of my delivery, it was a mess. Not only were items delayed, but some also suffered damage due to inadequate packaging. The delivery team appeared indifferent to the situation, offering no apologies or solutions.

Nightmarish Customer Service

Attempting to resolve these issues through Home Depot's customer service was equally disheartening. Phone calls went unanswered, emails remained ignored, and online chat requests faced frustrating delays. The lack of responsiveness was simply unacceptable.

A Push for Improvement

In today's competitive landscape, prioritizing stellar customer service is paramount. Home Depot's failure to prioritize customer satisfaction is detrimental to their brand. I strongly recommend the following steps for improvement:

Optimize delivery procedures to prevent delays and safeguard products during transit.

Ensure swift and effective customer support across all communication channels - phone, email, and live chat.

Embrace customer feedback to tackle recurring issues and continually enhance services.

I sincerely hope Home Depot takes my experience to heart and commits to delivering a superior customer experience. Upholding customer satisfaction is fundamental for sustained success in...