The Home Depot — Local services in Mill Creek

Horrible experience with this place!! Ordered a washer and dryer set. Was told it was back ordered so we would wait almost a month to get it, fine because I really wanted this one. It arrives and the dryer is very damaged. So the delivery guys take the dryer back with them and leave me with the washing machine not hooked up. And say that someone will contact us to let us know when the new dryer would arrive. This was on a Saturday. Monday I call. They say order is placed and 24hrs they will know when I should expect delivery. I call every day after that and no one knows even on Friday they tell me it was ordered on Thursday and I need to give them 24 to 48hrs to know the date. Ha! Still didn't get a straight answer from them til the following Monday. I was on it, because I could've bought this pair elsewhere and had it delivered that weekend, but because they weren't telling me when I waited. Finally found out it wasn't coming for another 4 weeks!! I said well can you at least send someone to hook up the washer. The manager said yes, but the earliest they could send someone was in 10 days. So the 17th. I agreed. The 17th rolls around, I'm excited, but wondering what time they will show. I call and get Informed they aren't coming because the Home Depot has a strict policy that they cant install until everything is delivered. They knew this 24 hours after my phone conversation with the manager Craig on the 7th. And just left me uninformed, waiting for the install and keeping me from taking my business elsewhere. Well I had enough my husband was very mad as well. So talked to a few people yesterday to just cancel the order return the unused washing machine and be done. Was told they had to check when they could send someone out to pick up the return and Charlie said he would call me right back. Well no phone call. They are constantly putting me on hold. And I know for a fact they have a caller I.d. system because I talked to a manager who knew me by the phone number i called from, with out me giving her any info. They have absolutely screwed me over. Currently on hold for 32 min at this point. Go to Lowes people!! They have the same deals, way less stress and beating...

I ordered and paid laminate flooring with installation mid-February, with a first delivery estimate in March.

Due to COVID delay, the delivery of materials had to be rescheduled in March - no problem, this can happen. Unfortunately, the products weren't delivered for the second installation appointment in April neither, and not for the third in May.

I understand they can be production issues. What I don't understand is that there is zero communication about delays, although products, delivery and installation were booked and paid directly over Home Depot. While the Installation Company Romanoff has been more than gracious with rescheduling and checking in with me about updates, but there (again) is no communication from Home Depot. Customer Care can't access order information and the Order Specialist is not answering the phone or calling back when I leave a voicemail. I am left hanging, and would it not be for the installation company I would have cancelled the order months ago. But again - the order is locked by the Order Specialist who is not returning my calls, so there is nothing I can do except engaging an attorney. Management was informed about the issue, wanted to call back - never did.

It is now end of May. When rescheduling after the flooring didn't arrive for the May install, the installation company was told that Home Depot Ordering Specialist will look into what is on side to make this install happen - I would be contacted with updates, but the latest installation date should be in the first week of June. Guess what, the flooring hasn't been delivered, customer care still can't help clarify the delay and the responsible party in the product ordering department still isn't returning my about 30 calls since February or the installation company's calls.

I am left with paying Home Depot $2.5k for laminate and install, spending hours on the phone, waiting almost 4 months without flooring in my condo and still don't know if I will ever receive my products. This has been...

I was raised with the notion that if I didn't have something nice to say then not to say anything. But that would be a disservice to everyone reading. I don't like it when Covid-19 is the base excuse for poor customer service. It's been a little over a year since the pandemic started. Sure you may say give them a break. Yeah you could but this business has always been open and not subject to the shutdown. You would think they would get their act together. The incident: I ordered several items for pickup thinking it would be an easier and faster transaction. I waited in their customer service line for pickup and returns which stretched out to their entrance. After 15 min got to the customer service associate. She had great customer service. She was funny and helpful. Made me forget I was waiting for a long time. The dagger: No one could get my items. She tried profusely to get someone to get the items from the holding area. She even tried to do it herself but was prohibited to. When another employee came by they would say they "couldn't do it". Then another. Then another. I was stuck in a bad movie. Finally got someone. I waited on the side for the items so I wouldn't hold up the line. Then another customer starting waiting with me for her items. This just became another line. Finale: got the items. Felt like an hour but I think it was 30 min altogether. This was my 2nd time since Covid I purchased online and pickup in person and still got the same result. I keep telling myself I'm not going to come back but I need the items. Price to pay I guess. Thanks to the sole employee who was great, this review would have been 0 stars had it not...