The Home Depot — Local services in Killeen

What a nightmare! They don't deserve the one star! I tried to purchase and install a new door before Christmas. I paid them to come out and measure, chose the door I loved and was ready to pay and they came back and said it’s not Low E glass so they can’t install it and if I hired someone to do it, it would waive the warranty (WHY DO THEY HAVE THAT DOOR IN THEIR CATALOG?) so we chose another door, ready to pay and then they said it won’t fit, so we chose a third door and then they said it only comes with a brickmold and was going to be twice as much (over $4,300.00). They knew our budget! He said he was going to find me one without brickmold and another month goes by and not a peep. I called to check in and got disconnected several times. I finally got a hold of them and asked if I could just order the slab without the brick mold of the last door and said he would have to check, another three weeks goes by, not a word. I called again and then they said they could order it without brickmold but would have to remeasure REALLY??? They had the measurements that I paid for! They came back out to remeasure, we finally ordered it and said it would take two months to come in (of course). IT'S NOW MARCH and I went to go pick up another order (a window) and they said, "Are you here to pick up your door" Nooooo, I was there to pick up a window but learned the door had been sitting there and no one contacted me about an install date. WTH!! I finally got an installation date with more hassle. I was told "they will be there from 8-10am", thinking a two hour install. I wait and wait, it’s now 10:30 and no door installer shows up. Now I’m MAD, I have been extremely patient. I called the manager remained calm and expressed to him (Paul) about the terrible customer service I have experience for 4 months and now the installer has not showed up, all he said was "I will check on the status of the installer and call you back" HE DID NOT APOLOGIZE OR CALL ME BACK!!!!!!! He didn't offer any resolve that an employee could have done (call the installer). Finally, I got a text from the installer that says they will be there at noon! I mentioned that he is extremely late. He sent me a screen shot of the work order and his show up time was scheduled at noon, not 8 am, I was misinformed, imagine that! They installed the door and I noticed raw cuts around the door lock and scratches on the door and he said "yeah they were supposed to order the putty and touch up paint but didn't so I will order it for you and you can go pick it up" Once again crickets! I called two weeks later to ask where the putty and touch paint order is, and they said they didn't have an order for it they don't even have record of who installed my door because a lot of installers quit! OMG! Here I am again fighting with them trying to get my dang putty and touch up paint and they said I would have TO PAY FOR IT! Seriously! The created a warranty ticket and are sending the touch up kit but no putty to fill in the raw cut edges so now I have to figure out what kind and go purchase it. The worst customer experience I have ever experienced! I'm a business owner in the general contracting and interior design field and if I treated my clients this way I would be out of business! I have a pro account and have given Home Depot tons of business and money over the years! Since they are a big corporation, I know they aren’t going to care about my review as they are still filling their pockets with cash, but perhaps you who are reading this will care and understand what kind of customer service or lack thereof that you will receive at the Killeen location. Lowes is across the street, and I highly recommend them! I recently opened a pro account with Lowes and will no longer support Home Depot! P.S. Home Depot hires a third party to install doors to escape the cost of liability. I was told that by the installer! That is not backing up...

Not all of this Killeen Home Depot’s fault, but they failed as much as their Home Depot delivery service and Customer Service Branch. I received notification approximately 36 hours prior to my expected delivery that there was an appliance shortage and my appliances would not be arriving on 20JUN2020 as expected. The original order was approximately $4000 worth of appliances made approximately three weeks prior and they failed to contact me until 36 hours before the expected delivery timeframe. After about 3 hours of being on the phone with Home Depot’s “Leadership services” division and having them determine the Killeen Home Depot had no loaner fridges, they offered to buy me a 4.5 cubic foot fridge to hold me over until the new delivery date of 20JUL2020. This by itself was extremely frustrating, but it seemed was my only option. The fridge they agreed to purchase was a stainless-steel mini-fridge that sat just under 4 feet tall and was worth approximately $247 after taxes. Leadership services claimed they contacted the Killeen Home Depot to verify the fridge was in stock because there was only “1” listed as available on their system and Leadership Services indicated that was often a sign that there likely is 0 available. Leadership Services claimed Killeen Home Depot said they had found it and it would be ready for pickup “in 30 minutes”. She instructed me to go to curbside pickup and contact them once I arrived. When I arrived, I was told the order was not ready and to come back in an hour, which by this point was going to be approximately 5PM. I left and came back a little after 5PM to find out they had yet to send anyone to find it. I waited approximately 15-20 minutes before I inquired about the progress to be told they still hadn’t found it and I was instructed to go back to the appliance section. I didn’t even expect to be in the store, so I had no mask in the middle of the coronavirus pandemic. They had me bouncing back and forth with multiple Home Depot employees to include the manager, Asa trying to find the alleged fridge and determine a solution. They determined the item I was ensured would be ready at around 3:30PM did not exist in the store at all around 5:45PM. By this point they had decided they would give me a 4.4 cubic feet fridge retailing at $179.00. I didn’t leave the store until 6:15 PM. All said and done, I wasted about 6 hours of my day, was told my appliances wouldn’t arrive until 20JUL2020 (33 days late, and almost 2 months after the order was made), and I was undersold a fridge that was $70 cheaper than the one Home Depot’s leadership services determined would cover me for the month without a full size fridge and freezer. I’ve been a Home Depot customer for nearly 20 years and I’ve been a Home Depot CC holder for over a decade. That was by far the worst customer service I have ever experienced in retail in my entire life. Home Depot missed the mark at every level. My kids, who are in elementary school, communicate better than...

Update: I am both disappointed and deeply concerned by Home Depot's failure to respond to the racial profiling incident I encountered at their store. The absence of communication on this issue is unacceptable and exacerbates the distressing nature of my experience. Every customer deserves to be treated with dignity and respect, and the company's neglect to acknowledge and address this matter is troubling.

It is particularly disheartening that a reputable company like Home Depot has not taken the initiative to reach out, offer support, or even provide a basic acknowledgment of the incident. I had anticipated a more proactive response from a brand I have trusted for my home improvement needs in the past 30+ years.

The lack of engagement only intensifies the impact of the racial profiling incident and deepens my disappointment as a customer. It is crucial for the company to take meaningful action to address this situation and implement strategies to prevent similar incidents in the future.

I sincerely hope that Home Depot will understand the significance of addressing this issue and take the necessary steps to ensure that all customers are treated fairly and with respect. The Issue a few months back:

To the management of Home Depot at 3201 E Central Texas Expressway, Killeen, TX 76543,

Upon entering your store, I took a cart and made my way to the lawn mower section. I approached an employee to inquire about the available lawn mower options. She informed me that the only manual lawn mower she was aware of was the one displayed on the shelf. I then pointed out a model I found on your website that includes a bag attachment, showing it to her on my phone. During this interaction, she noticed my fiancé on a video call with me as I navigated the Home Depot app. The employee then mentioned that there were additional options available online. After this exchange, she asked this was my sole reason for my visit. I decided to return the cart to the entrance as a courtesy. As I did so, she followed closely behind me to the exit. When I re-entered the store, I caught her gaze, which felt judgmental. Exiting through the checkout area, I noticed two other employees observing me as I left. This experience felt like a clear case of racial profiling. Despite my respectful behavior and the fact that I only sought assistance, I was treated as if I were a potential thief due to my race. I plan to consult with the NAACP and ACLU regarding this incident and the appropriate steps to take. My fiancé, who witnessed the entire situation via video, is equally shocked and cannot comprehend why I was subjected to...