The Home Depot — Local services in Newark

On 8/23/18, the first day of the Labor Day Sale I purchased the Maytag Suite and was billed incorrectly. When I purchased the appliances, the sales person took me over to customer service counter to charge me, the customer service representative at the counter acted annoyed and was eating peanuts and never stop through the first attempt of charging me the special. I should have stop and walk out at that moment. I didn’t feel like a customer, I felt like I was bothering them. The keep having problems with getting to the sale price of the items, and call the assistant manager over then the store manager and over an hour later they got the number to match the sale price of $2,598. I later found that the Home Depot Web Site had the exact breakdown of the promotion and they invoiced me incorrectly. Here is the breakdown of the proper billing, (which was posted on the Home Depot Web Site for Labor Day Promotion): Dishwasher - $477.90 Refrigerator - $1,97.60 Electric Range - $598.50 Mircowave - $208 Sub Total - $2782 Minus $184 Discount Total - $2,598 I was charged the following which calculated to the same total. Dishwasher - $413.50 Refrigerator - $1,546.50 Electric Range - $547.50 Mircowave - $90.50 Total - $2,598 In addition, there was installation and parts for these items of $249.94 I did not take delivery of the Microwave, due to it being too big to fit the space in my kitchen. When the items were being delivered, I called Home Depot and they said that I would be credited for the item and the installation charge. Based on the correct billing, I should receive the following credit. Microwave $208 Microwave Installation $99 Total Credit Due $307 I never received a credit so on 9/12/18 I call the Home Depot Store and went over all this with Chase in the appliance department and he had to check with the store manager to get the $307 authorized due to the Original Invoice being incorrect. He called me back later that day and said it was approved by his manager and I would get the $307 credit. On the morning of 9/13/18 I received a call from Sherry that I would be receiving a $198 credit. Again, I went through the explanation of how I was supposed to be charge and how I actual was. Also, I explained to her my disappointment with the whole experience and the amount of time spent on this purchase. I asked her to check with Chase and that he had received approval from his manager to credit me the $307. Later that afternoon she called me back and said that they were not going to give me the $307 credit. I asked if she ever talked to Chase and she said no. She said they should actually be charging more, since I didn’t take delivery of the Microwave. I explained to her that I called Home Depot at the time of delivery and ask them what my options were and was told I would get the credit for the Microwave and Installation. In addition to this purchase I have a $15,000 cabinet order and $2,000 carpet order that I am now cancelling. I can’t believe how unprofessional the staff is and how this whole experience was and how they don’t know how to correctly charge for their own sales promotion or how to provide a proper credit. Then one person tells you that have a credit approved and another person says you should be being charged more. I will be going to Lowes...

Our Microwave stopped working the last weekend in April...on May 2nd, we decided to purchase a stove,refrigerator and microwave. We were told it would take until June 28th (!!!!!). After completeing the survey, where i was able to complain about the unreasonably long waiting time, I was contacted by the store manager. We were offered to purchase another model, which was in storage and could be delivered on may 30th. We were supposed to get a call from a store associate so we could make the change...nobody called, so I called and we were able to make the change...but they had to cancel the entire order and put in a new order for all 3 items...we were supposed to get the credit for the first order....after being charged double, (over $2700 twice), and never getting the $2700 credited, i called the store again. I was told they were sorry, but the credit was never processed...so finally we did get the credit... On May 30th, our stove, fridge and microwave were finally delivered...but of course, the microwave was broken coming off the truck. We were told we woukd get a call within 48 hours to get the delivery date for the new microwave. After 48 hours of course, no one called. I called and after being on hold for 20 minutes, i was toldit would take 72 hours to get it all processed...after 72 hours no one called us..so again i called and this time i was on hold on and off for half an hour, i was told that just when i called it was processed....and the delivery date would be June 20th....finally on June 20th, they delivered that microwave...we paid $99 for the install,but of course, they weren't able to install because of 1/2 inch of tiles that needed to be cut. We were told to call and schedule another install after we cut the tiles...but we were tired of dealing with this so we decided to do the install ourselves...we were told to call the next day about the credit $99... when i called today, i was told it would take up to 72 hours to be processed...and to call again...why do i have to call for money owed to me??? AGAIN, NOTHING BUT THE RUN AROUND...IF YOU HAVE PLENTY TIME AND MONEY TO WASTE, GO AHEAD AND GO TO THE HOME DEPOT ON...

5 stars for FANTASTIC customer service!

Carmelita @ the service desk blew my mind!

After dealing with the disappointing customer service at the GLASGOW Delaware Home Depot I called the Suburban Plaza location hoping & praying they’d be a little better!

LITTLE did I know they’d be AMAZING!

I walked into the Glasgow Home Depot looking to drop almost $1,000 on 3 tons of delivered home heating pellets (which I have done effortlessly every year for at least 10 years at the Glasgow location.)

However, this year the younger man working at the customer service desk had NO CLUE what I needed.

I felt nervous placing such a large order with him so, I went to lawn & garden to find someone more knowledgeable, but unfortunately I found another young man who had NO CLUE what I needed.

I walked out & they lost approximately $890.00.

Out of desperation I called the Suburban plaza location in Newark, DE hoping they’d be better.

Carmelita @ the service desk answered my call. Instantly I felt like she sounded so much more confident & she wanted to put me through to Tony in lawn & garden for brand & pricing, but I Warned her that the young man in lawn & garden at Glasgow didn’t have a clue what I needed.

She reassured me that Tony was really good. Tony picked up right away, but unfortunately my cell connection was bad & I couldn’t hear him so I just hung up.

I was disheartened & considering not using my pellet stove this winter. I was about to head home when BEYOND my belief a call came into my cell phone & it was CARMELITA!!

NO ONE takes that initiative in TODAY’S customer service culture! I just couldn’t BELIEVE it!!

Carmelita got the information I needed and CALLED ME BACK!! I went directly to the Home Depot in Suburban Plaza Newark, Delaware. I placed an order for 3 tons of home heating pellets to be delivered 10/12/24.

Thank you Carmelita for restoring my faith in customer service!! From now on I’m going to the Suburban Plaza location...