The Home Depot — Local services in New Orleans

I purchased, and paid cash for, a new Samsung washer and dryer with a stacking kit in store on 09/13/2020; we scheduled the install for 09/19. On 9/14 the associate who helped me make the purchase called to inform me that she had forgotten to add the stacking kit to the order and was adding it on, but that would push our install date to 09/23; we were upset but agreed. On 09/20 I had to leave town due to a family emergency; but paid a neighbor to sit at my home on 9/23 to wait for the delivery/install of the washer/dryer. She called me to advise that the installers arrived but could not install because there was no stacking kit. I called the store who said they mailed the kit via UPS, and we would need to reschedule the delivery/install after we received it; which we did later that evening. I called and reset the delivery/install to the first available date -- 09/29. On 9/28 I had not received the automated call stating the time frame for the next day, so I called the store and an appliance associate confirmed that the install was set for 9/29 between 8:30am-12:30pm; so again I paid someone to sit at my home. At the end of the time window my neighbor called to say no one was there -- I immediately tried to call the store and after several failed attempts and a long hold a male employee from the appliance department said "I don't know why they told you you had an install scheduled -- all I see is a lift kit being delivered" (a lift kit that was delivered back on 9/23 via UPS). So I called the local store and asked to speak to a manager who could straighten this out, the manager refused to speak to me and told the associate to tell me that they would give me $100, but I had to come into their store to receive the credit (Mind you, I'm still out of the state and not due back until the end of October; and when I do return the store is a 20min drive across town). At this point I was frustrated so I called HomeDepot.com and after a long hold and several transfers I spoke with Dorothy who was very helpful and said she would provide additional compensation once this was all sorted out -- she made multiple attempts to reach the manager at the local store -- we set up the install for 10/01 and yet again I paid a neighbor to sit at my home, and yet again the install did not occur-- this time due to the installers stating there was no screws for the lift kit. The installers left the washer/dryer just sitting in the laundry area, but not hooked up. I called HomeDepot.com again to speak with Dorothy, and no one could figure out who Dorothy was. It was another hour long call, and Tiffany assisted me. Tiffany again found it extremely difficult to reach the local store, but finally reached Al, the local store manager. Al called his Samsung rep India and was able to locate the screws needed and assured me they would be out on 10/2 between 11-2 to complete the install. The store employees arrived and stacked the washer and dryer using the lift kit, but told the neighbor who was there this time that they couldn't install and it wasn't their job. I called Al to find out where the miscommunication occurred and he said he would call me back, as of 2hrs later he has not done so. I did receive a call from a Home Depot associate, Henry, who the local store asked to come out on his day off as a favor to the store to hook up the Washer/Dryer. He stated on the phone he was not an installer, but did hook up his washer/dryer at his home. Henry stated he could not hook up my steam function as he was not familiar with how to do so. All of this is occurring while I simultaneously deal with a family emergency, telework, and come up with $250 to pay neighbors to wait on deliveries/installs that have not occurred through any fault of ours. I have been without a washer/dryer for over a month and my brother who is still in the home and works a demanding schedule has not had clean clothes, and due to COVID has not had the option to use a laundromat. I would NEVER recommend them after...

OK where do I begin. The 'manager' here is a disaster as is the 'lady' on the returns counter. I had bought some spray able ceiling texture from the Chalmette branch and it was bad upon opening. A thick layer of black oil like substance. I called the Chalmette store as they were out of stock online to verify that they were indeed out out of stock, the lovely lady on the phone confirmed that they were but New Orleans central had some in. So to go there and exchange it. New Orleans is actually way nearer for me but I avoid it because every experience there has been awful. This time certainly didn't change that. I stood in line whilst one 'lady' was serving the returns counter. When it was my turn I walked up to the counter, only to be told that I needed to go back and wait in the line. Puzzled I did so, only for the 'lady' to shout/yell 'next person in line' weird. So I then went back to where I had been stood 2 seconds earlier. She looked at the product in the cart, tutted and said 'this is wet, we can't take that' it literally had 3 or 4 drops of rain on the box because it was pouring down outside. After some arguing and me wiping off said 3/4 drops she said she would need to call a manager because the faulty product was Chalmettes problem not theirs. What? It's a faulty product that I bought from Home Depot therefore it is Home Depots problem not mine. After waiting 15 minutes for a 'manager' to arrive the manager stated the same as the as the 'lady' I was not standing for that and after another 20 minutes of discussion the manager decided 'she would do me a favor' by accepting the faulty product back. Ridiculous. A faulty product is a faulty product and should be able to be returned to any Home Depot anywhere. We are talking about $25 of spray able ceiling texture here, with a customer that has recept in hand and just wants to exchange the product for a none faulty version. Not a rare, one of a kind diamond or an automobile. The customer service here is absolutely appalling. There were other customers who didn't have a receipt with open partly used product that were given a full refund whilst I was there. The staff here have a real attitude problem with you if you're not the 'same' as them. Home Depot should be ashamed. Attached are pictures of the 'lady' and the 'manager' the 'lady' is the one who looks angry, because she was. The 'manager' is the one with hair to the floor. Both were basically warm bodies with a huge attitude problem. Home Depot sort it out. It's only THIS store I have ever experienced anything...

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Well, I purchased a washer/dryer Saturday, September 7. Delivery was scheduled for September 10 but it was rescheduled to September 17 due to Hurricane Francine; totally understandable. When the text messages notified me the driver was on its way, I went out on the porch to clear the pathway for them. I waved, went back in to dress appropriately- I was in pajamas. I go back out and they’re gone. I shortly get a Missed You text and your delivery has been rescheduled. Just WOWWW! Immediately called Home Depot 800#. Explained 3rd party delivery and pretty much nothing they could do. Escalated to management, no one ever called. 2nd delivery attempt: I called Home Depot multiple times throughout the morning checking delivery status and was ensured each time by customer service rep I was 12th on the route. By 2p I call and was told I was never added to route. Rescheduled once again. On the phone with Home Depot 800# and the store, escalated to management - never received call. Again, they have no control of delivery company. 3rd delivery date: only the dryer was delivered! Was told the status was showing washer/ dryer was delivered on previous date, but dryer was returned to warehouse- not the washer. So, now the washer is Missing and they tell me they have to run cameras and conduct investigation which is at minimum 72 hr process. I can no longer wait, I NEED to wash. I head to the store. I first speak with Customer Service Mgr Christine (Chris) who directs me to appliance dept. I approach sales rep who sold me appliances and explain. Then am greeted by Asst Str Mgr Les and Store Mgr Emanuel. EXCELLENT customer service provided! It appeared the entire dept was involved working to get this matter resolved. Chris was on the phone what seemed half an hour getting an approval for my return so I could purchase the washer they had in store. It was a demo and had a few nicks but nothing major; and I just needed a washer so I could wash at this point. Mr. Emanuel, Ms. Chris, Mr. Les and the appliance dept at Home Depot on S Claiborne demonstrated in it’s entirety what quality customer service.. not only looks like, but feels like. I was almost for certain I wouldn’t make another purchase with Home Depot- but their exemplary service has kept me. Thank you all for going above and beyond to make me feel heard, seen, understood and valued as a shopper/customer. I’m only going to this location from now on if this is the level of service that’s provided; y’all have definitely set...