The Home Depot — Local services in Orange

The worst experience I've had at a Home Depot and I've visited many! Store # 6965, has no customer service, is very disoriented, and no communication within its employers. I came in to purchase two windows on 1/30/21, which they had trouble finding saying we don’t carry that size until I provided them the store sku # and showed they had five, eventually they were able to locate it. I purchased two windows on 3/30/21 and did a payment on them after physically seeing the windows and requested for pick up the next day, which they said was fine and would place two on hold at customer service. I go to the store the next day, 3/31/21, and there is only one window for pick up. They search for it in the store and can't locate. I spoke to 5 different associates including the assistant manager (can’t recall the name, but started with a “J” either Justin or Juan) at the end and all they could say was don't know what happened, but we don't have another window. This took them 1.5 hours! We can call another store do a physical check and have it placed on hold for you. Store # 6965 agreed to pick up the window on the morning of 4/1/21 at the other location and have it delivered to my house by 1pm and said it will be delivered not to worry. Well it's 1:30pm and still no sign of a window, so I call the store and ask on the status. An associate says they will try to locate and call the driver for the status and provide me an update. Two hours passed and still no call back or window. I call back again, the store lead says no note of delivery for window sent to driver in system and can't provide a time on delivery. I ask to speak to the manager, Jasmine Martinez, who says there is a miscommunication with our associates and will call the store again and have an associate or driver pickup for delivery by 7pm today, 4/1/21 and will provide me an update on this with a call back. I received a call at 4:21pm saying on the way for pickup and will be delivered in about 1-1.5 hours. Not sure what is going on at this location, but I have never seen this type of service provided and not to mention I had a contractor that was waiting for the window at 1pm to install and I had to pay him for his day there since the window was promised to be delivered at 1pm. Not like Home Depot is paying this contractor! And of all the days it had to fall on April fools. This isn’t a location I would want to...

UPDATE on my review I gave last year (see below this review) which was shortly after we went into lock down for the Covid-19. Home Depot, as other businesses, was on a learning curve and eventually got their act together (somewhat) and was able to more appropriately deal with the Covid-19 for the safety of their customers and employees. So I have now given them some grace and moved my rating up to a 3 star from a 1 star. The reason I did not give a higher rating is because the service there is not as good as some other Home Depots. I believe that this location is not as well managed as other Home Depots.

Reviewed Last Year about June 2020: WARNING: Not only is this HD not requiring or at least recommending masks, but this store (Tustin Ave, Orange) is not setting up safe check out in the Nursery (AS THEY ARE IN THE OTHER PARTS OF THE STORE) for the ability to social distance. I know that it's all up to us to take responsibility for our own social distancing but when the retailer does not help by logistically setting up the ability to do so, THAT is extremely irresponsible on the company as a whole. Yesterday, in trying to check out at the nursery, there was a cluster of people squashed at the checkout stand and it was blocked with people where you couldn't even walk thru to get pass the check stands (IT'S ALSO AN EXIT ROUTE). We all have to take responsibility for ourselves, I know, but yesterday I got trapped without being able to pass this cluster of people with out touching them. I called the asst. Manager and she basically brushed me off by telling me it was corporate policy...etc. I told her that I was calling to give feedback and it was up to her to tell the appropriate "corporate" authorities that they need to re-evaluate the situation and logistically come up with a safer option since we're all in this together and it's a learning curve for retailers and consumers. Plus since dealing with this COVID-19 is changing everyday, I told her all I needed to hear from her is "thank you for the feedback and I'll send it to corporate". Instead she just got defensive and unprofessional about my feedback even though I was polite and courteous to her. I EXPECT MORE FROM MANAGEMENT. VERY UNPROFESSIONAL ESPECIALLY WHEN IT'S DEALING WITH THE HEALTH AND SAFETY OF THEIR CUSTOMERS...

I submitted a review yesterday and I see it has vanished. Defeats the point of giving valuable and balanced feedback for the public to see.

Here it is again…

We just bought a dishwasher. Paid for delivery and also for them to haul away the old one. What an absolute nightmare. They outsource the delivery task to another company which makes Home Depot as a corporation look bad. They gave us a time range. First of all they were 1.5 hours late. When they get there and said we needed to unhook the old one. My husband asked could they wait while he did that ...the response was no. Despite the fact they were 1.5 hours late they couldn’t be bothered to wait. We asked could they return to pick up the old and they said it could be as late as 9 pm. My husband is recovering from a stroke. He needed help. He saw a handyman across the street and asked if he could help. The handyman carried the old unit to the porch. We paid him $30. Tried calling this company...voicemail box full couldn't get through. Never showed up to pick up the old unit. Our gardner hauled it away for us who we paid to do this. What has happened to customer service? Home Depot needs to vet these companies carefully because it reflects on their business. My husband is still trying reach this unresponsive company to at least credit us for haul away fee! Very...