The Home Depot — Local services in Plymouth Township

DO NOT ORDER FROM THIS COMPANY. Buyer beware - do not purchase an in home installation appliance delivery. The company Home Depot contracts with is highly incompetent. Below is what I’ve had to deal with this summer.

On 6/28 my dishwasher broke so I ordered a new dishwasher through Home Depot and paid with my Home Depot credit card. Included in the purchase was the price of the appliance, the parts and installation, and haul away for the broken appliance. Delivery & install were scheduled for 7/10.

That day an installer showed at my home and began his work while the delivery team unboxed the dishwasher by the truck. When opened, there was a golf ball size dent in the door of the dishwasher so I refused to accept delivery and was told I could reschedule but had to wait two business days for the return of the damaged appliance. They left my home, with my original dishwasher still in place. Two days later I rescheduled the delivery. I spent a half hour on the phone with Home Depot trying to get the contracted company to answer the phone and select a day. When he finally came on the line he was extremely rude and said he was “too busy” for this and would reschedule for 7/29 and promptly hung up on my and the Home Depot agent. Calls are recorded so Home Depot please feel free to pull that one.

On 7/29 the delivery team arrived and unboxed a second dishwasher which thankfully had no damage. However they said “where would you like us to leave it?” I said I’d like it where the broken one is and laughed because I thought maybe this was a joke. Surprise surprise nope! When the company rescheduled my delivery they only rescheduled the delivery, not the installation, parts, or haul away which I had already paid for. I refused this delivery as well as I was extremely nervous at this point that I wouldn’t end up having anyone come back to install this. Again was told call back in two days to reschedule. I called back and proceeded to have the most useless conversation possible. The delivery company claimed “my home wasn’t ready for the delivery.” And they also claimed I had accepted the dishwasher and that I just needed to schedule an installation. Both false. I told the Home Depot agent to cancel my order at this point because I had zero faith in the whole process. She told me call back in a week to check the status and request a refund. I did just that and guess what? I wasn’t a liar - they had the dishwasher back so now I could request my refund. I’m still waiting for the refund over a month later.

Why did I have to chase down a refund when they could gladly process the return?! Please update your system!

But here’s the icing with the cherry on top. I noticed my kitchen mats were soaking wet, I assumed while hand washing my dishes for two months that water was dripping as they dried or maybe I was splashing around. So, I ordered a dishwasher through Lowe’s - it was delivered two weeks later and installed without issue, except for one little issue. The installer informed me that whoever had been there back in June to start my initial install had unhooked my dishwasher and never hooked it back up before he left. What this resulted in was a FLOOD of two months worth of water under my hardwood floors in my kitchen. I had to have a plumber come out to check the walls and the lines. Currently have paid $2000 for that piece. And I will have to hire a contractor to rip up my floors, replace my subfloor, and pray I don’t have mold.

But thank you Home Depot - thank you so much for choosing the “best” installation services. Do not ever trust this company. Do not ever work with them. Because when I called Home Depot? “There’s nothing we can do”

Disgusting service.

**UPDATE 11/16: Have been trying to contact Home Depot’s claims and legal department for resolution…no one responds. I have water intrusion throughout my kitchen, floors are ruined. My base cabinets which Home Depot JUST REFACED in May have water bubbles, air pockets, and the toe kicks are moldy and separated from the base. I am appalled by the lack...

I agree with some recent posts that customer service is extremely lacking to say the least. However, I tried to look past that due to COVID related issues (fewer employees, etc.). But, after a bad CS experience in purchasing our new dishwasher (including paying $159 for installation-plus parts), it got worse very quickly. The team came in to look at the hookup and after a few minutes, declared, "we can't install the dishwater because the water line goes into the basement". What?? Then why would you even call it an "install" and charge me for it? They said it was a Home Depot policy. This was later echoed by someone calling to confirm from the installation company. They said they could drop it off and we could call a plumber to install it. If I wanted to do that, I would have ordered it that way. I was trying to make it easier for everyone. So, I told them to take it back and give me a full refund. I then called Home Depot and they said that it is indeed their policy if the shut off valve is more than 6 ft away (different than what the installers said, but same result) and that they would have to go ahead and cancel the order. I asked why they had this policy and the person I spoke with could not answer... I then asked for a manager, and an assistant manager came on the line and confirmed that this was the case. She said that the installers could not go down stairs or deal with a valve over 6 ft away. What??? She said they were not plumbers, but simply installers. So, I guess you need to be a plumber to go up and down stairs or move over 6 ft... She then got an attitude and ended my call saying the CS rep from Homedepot.com will be issuing a credit. I have news for Home Depot, you are NOT too big to fail. Keep practicing customer service this way and your competitors will be outshining you very quickly. I'm selling your stock and finding somewhere...

The irony is I tried so hard to like this store. For several years my son and I would go there on an almost weekly basis. Prior to the pandemic the staff was much more friendly and involved, and we did several online orders through that location that went smoothly and efficiently. The first hiccup was 2 years ago when I lost a couple hundred dollars through a bungled order from there, and after spending hours on the phone with the main office as well as this store location I finally accepted the loss and gave up. I simply didn't have the time to continue that fight. I had avoided shopping there for quite some time but this past year (hoping conditions had improved as life with the pandemic was becoming "normalized") I was willing to give it another go. Sadly, while there have been some minor recent improvement, for the most part the staff seems disinterested and the condition of the store is often times disheveled, and in certain times and areas is so bad it looks like it had been partially looted. Despite all this, I put in another online order recently only to have that order also bungled with a botched delivery, and even after getting both a confirmation email as well as a separate phone assurance from Home Depot's main office that I would be credited the full amount for the cancelled (and never received) order this has still not happened. At this point I've been screwed twice (shame on me, for sure) coming close to $800 down the drain for nothing. I will try very hard to never shop at any Home Depot again, and definitely not again at this store in particular. Again, I tried so hard to like this store and company, and that was...