The Home Depot — Local services in Mentor

My husband and I shop at this store regularly. We have always encountered friendly and helpful staff. However, we recently ordered appliances from Home Depot. We received them in 3 parts as some pieces were back-ordered. On the day our 3rd delivery was to occur, we were told there would be a delay due to weather conditions and so our 3rd delivery would occur on Saturday rather than Tuesday. We were fine with all of the above situations as they were out of everyone's control.

Unfortunately, while we were waiting for our 3rd and final delivery we received a call from LG stating that they were no longer making the microwave we ordered and wanted to upgrade us for free. We were fine with this.

On the day before our delivery we received 2 confirmation phone calls for our delivery the next day. On Saturday we never received our delivery.

I called Home Depot's delivery service number and was told, after a 45 minute wait, that the wrong model microwave was ordered and so my delivery was canceled. I told the woman on the phone that her information didn't make sense. She then began yelling at me and told me that I would need to call LG to rectify the situation. I told her that wasn't my job and she hung up on me.

I called back to the Home Depot store and was told there was nothing anyone could do for me until Monday. I then called LG myself. After an hour on the phone they told me I would need to reorder my microwave and that they would compensate me $100, however, they could not reorder it for me because I ordered from Home Depot so i would need to reorder through the store.

Frustrated, I called the store, only to be hung up on before I even got to speak with someone in Appliances! When I called back, I was told that no one in the store could reorder for me and that I would need to wait until Monday so the manager could process the reorder. I asked if the store manager was available and asked why apparently there was no one in the store who could call LG, as I did, on a Saturday or place an order? The associate couldn't answer that question but transferred me to the assistant manager who is apparently not capable of calling LG on the weekend either. Of course I was hung-up on again.

In conclusion, I am absolutely appalled at the poor communication and customer service regarding appliance sales, delivery and customer support within the store. I am also appalled at the way LG handled my issue. They were the ones who wanted to upgrade my microwave and in the process made a mistake that inconvenienced me, however, they were unwilling to fix the problem in a timely and reasonable manner. How can you seriously not order me a microwave from your own company?!?

I see no reason why all of these departments could not communicate with each other and absolutely no reason why someone at the store could not call LG on the weekend or place a re-order for me. How is the manager of the store not qualified to deal with a special situation?!? I have been inconvenienced more times than I can count and I will not be ordering anything for delivery in the future. I plan to call the corporate offices of each company and file...

I had all my flooring replaced throughout the house. Went through Home Depot and concierge‘s flooring in Mentor, Ohio & I was told they would be able to take the tile up and the flooring would be even. When they got here I was told that they cannot take the tile up so they went over the tile, took the laminate out and now I have a huge transition between the rooms, not to mention the color I was shown in the store was much lighter than what I received. I was never offered a slab to bring home, and was never advised that the color would be different than what I was receiving. I had my kitchen cabinets resurfaced, and they did an awful job on that. Trim was short on multiple areas. The cutting was rough and uneven. One panel had 3 areas where the nails poked the wood out. I called them and complained so they came out to try to repair some areas and mark what needed to be replaced. They tried to fill in several areas with dark putty and a marker that did not even match. I had my kitchen countertops replaced. The color I was shown looks nothing like what was placed. The sample I was shown was much lighter. What I received had a lot of black in it and was much darker. I had to return the backsplash because it would not match the countertops. I have to get new countertops now because everything clashes. Unfortunately, I signed a waiver saying I did not need to see the countertops prior other than the sample I was shown. I specifically asked them will it look like the sample I was shown, and they said yes so now I have to eat the cost of the countertops and get them replaced. When I went into the store, I picked out the color of the flooring, cabinets, backsplash, and countertops and the picture I took of everything matched perfectly & what I got was awful, nothing matched. I specifically said I don’t want it to look too dark and he promised me it wouldn’t. It absolutely does. Then I had purchased brand new sinks to be placed along with the new strainers & when they came out for the plumbing they never put the new strainers in and they didn’t center them so now I have a brand new sink with old strainers that look dingy compared to the new ones. The sales rep. Brandon told me to trust him. That was my first mistake. I guess because he said he has a college degree he thought he knew what he was doing. Apparently NOT! They should be upfront and honest with the buyer advising them that it will not look like this. I can see mild variations, but this was extremely different in color. This is been a three month nightmare. The top pictures are what I was shown, the bottom...

I had an appliances purchase and delivery that had a few ups and downs, but in the end I'm extremely satisfied. I purchased a fridge, range, and dishwasher in the Mentor, Ohio store on March 4th. The sales person that assisted me was very courteous, efficient, and professional. I decided to opt for the financing for both the terms and discount that was offered. There was about a 10-15 minute delay by the bank in getting approved, but it turned out they just wanted to make sure it was me making the request. I wasn't bothered by the extra security steps, since I know there are so many scammers out there. My delivery date was scheduled on the 9th. On the day of delivery, I was following the truck on the tracker provided, when I recieved a text that my delivery was cancelled. I immediately called the store, and was transferred to the manager, Andy. He said he would look into it and call me back ASAP. He called back in less than 10 minutes and said someone from delivery would call soon. They called a few minutes later to tell me the truck broke down. My delivery was rescheduled for 2 days later. The next delivery was on time and went smoothly. All the old appliances were removed and the new ones installed. After they left, I noticed that there was a lot of tape adhesive stuck to the enamel range top. I tried to get it off with a mild soap and water, and later with the recommended enamel cleaner, but the adhesive was not coming off. I called HD again, and was referred to Frigidair. They gave me 2 options, either take a very generous discount or they would deliver another range. I opted for the latter and received the new unit on the 16th. Looking back I was very happy with my interactions with everyone involved. Kudos to the store sales person, the delivery people, the phone agents, and especially the HD store manager, who listened to me vent my frustrations and took control of the situation immediately. My calls were returned promptly and politely, and the resolutions offered were all better than I expected. I'm very happy I chose to go with HD and with Frigidaire, and will use them for any further...