The Home Depot — Local services in Ponderay

The worst Home Depot experience ever. I had a roofing project I needed to do for a family member. I ordered all my items on-line two weeks in advanced for delivery. The on-line order gave me a date for delivery for the next day that I didn't take seriously because I know that this is a rural area and instant delivery isn't realistic. After contacting the Ponderay, ID store directly, I received a delivery date on the day I was starting the project, not optimal, but it would work. The day before the project (I was flying in from Denver, Colorado) I received another call from the store, they would no longer be able to deliver until the following Monday. I said that I understood, once again, it's a rural location so it is what it is. I asked that they just prepare the order and I would pick it up myself. Please note that all these things were ordered two weeks before and PAID for. I was assured that the order would be ready for me to pick up. Two hours later I received the SAME call stating that they would not be able to deliver until Monday. I told them that I had received this call and that I would be picking the order up myself the following morning. I arranged for a truck at u-haul and thought everything was good to go. Around 4:30 that evening I received a third phone call telling me that the delivery would not be made until Monday. Once again, I told them I would be picking the items up myself. I was told that they could not change the order from delivery to self pick up, (even though they had all the items in stock) and that I would have to call corporate to change the order to self pickup. After spending 30 minutes on the phone with corporate I was informed that they would have to call the Ponderay store. The store told corporate that the only way we could pick up the order ourselves would be to cancel the entire order and reorder as a self pick-up. This was a very large order. Not having any other option we went on-line and tried to cancel the order... guess what.. you can only cancel the order through the Ponderay store. We called the store again. We were told by a very curt, rude employee that there were many many people in line ahead of us and that we would just have to call back later. By this time we just asked for a manager to call us back and refund us in full. Frantic that this would be a wasted trip we called the kind folk at Pro X Home Center. Now this is a class establishment. They spent an hour on the phone putting together an order for us with items they had in stock. When they didn't have an equivalent they found a solution that would work. We picked everything up the next morning and the icing on the cake, it was roughly $200 less expensive. I have nothing against Home depot as a whole, however this particular store needs a bit of training and maybe communication. Why would I spend a dime in this store? So glad for Pro X so I...

DO NOT BUY ANYTHING FROM THE FLOORING DEPARTMENT

I am writing in response to the satisfaction card that was left in my home this morning.

We purchased carpet with an install at the Home Depot store in Sandpoint Idaho. This was on October 7th. The gentleman in the Home Depot flooring department guaranteed us that the install would happen with in 3 days of the carpet showing up at the store. I received a call from the Home Depot team 5 days after our order was purchased and was told the carpet was in. I then spoke with a woman from HOM to schedule, she was not pleasant to deal with and we were told that the carpet could not be installed until November. She was then able to "fit us in" at an earlier date. This seems to be consistent with the scheduling in later dealings with a different scheduler.

The carpet installer initially came to the house to do the installation October 22nd. He was half way through the install when he informed us that the Home Depot team had made an error with the measurements. He was able to do what he could with the material that he had, however the job was not complete. Inevitably we were stuck with a tack strip exposed on one of our stairs leading to the master bedroom. This proved to be a hazard walking to bed every night.

I found it to be alarming that I had to take a proactive approach to ensure that this error was corrected. It took multiple phone calls to the Home Depot team and when I finally spoke with them, I was surprised when they told me that they wouldn't be charging me for the remaining carpet that wasn't ordered. Not to mention this was almost a week after the initial install. Can you imagine being asked to pay for more carpet after all of this?

The installer that came to the house was quick and professional. However he did mention that he would be going to two more projects today that were a direct result of bad measurements from the Home Depot team.

So here we are on November 26th with the carpet finally completed. Keeping in mind that this whole carpet install took 50 days to be complete, it may be a good idea for you folks to take a good look at the communication channels with the installation crew. Mismanaged communication has caused more headache for us as a consumer than the bad measurement did.

At this point, I would not recommend the Home Depot flooring dept, or HOM Solutions for anything. I would expect such a strong national presence to be more professional and stand behind...

PSA

We just had the worst ever experience EVER with The Home Depot (500 Kootenai Cut-Off Rd, Ponderay, ID) both their online and store management.

We ordered a 24 cubit ft. freezer and realized that they delivered a totally different freezer (size and brand) and worth about $350+ less than what we purchased.

Where did our freezer go? Where is the $350+ extra we paid for the freezer we ordered go? In my humble opinion, seems illegal and so dishonest to do this and refuse to correct THEIR error.

Have been bounced from several convos with their online chat, to in person talks, back to online chat and then called online. We have been trying to just return and get what we bought but they refuse saying we waited past their return date.

What? You delivered a sub par, less expensive and much smaller freezer, and we have been trying to resolve the issue and get what we paid for, but have been treated poorly and bounced around without resolution.

Today we made a final attempt to resolve the issue with the store and get what we paid for. I ended up speaking with LeAnn B. (Operations manager). Oh my word, I have never been treated so poorly. When i explained this was out last of MANY attempts to resolve the issue and to allow them to make it right before sharing reviews and contacting our bank for help. She proceeded to laugh ar me. What? Who laughs at their customers?!?! She also monopolized the conversation, refused to listen to the steps we had taken already, look at our documentation, and talked over me the full time. She also said we were lying (even though we have photos, our order info and chat info, and names of who we talked to). Lastly she threatened to hang up on me when I asked to escalate. I ended up hanging up and calling our bank with all the documented proof seeking their assistance.

With all of our remodeling, our ministry work, and our homesteading, we have done a LOT of business at Home Depot. Well, we DID (past tense). Moving forward, we will be ordering from Lowe's Home Improvement moving forward where we are always treated well!

I don’t like to have to post these types of posts but feel it is important to tell our fellow brothers & sisters about our experience, especially those here in Idaho. I encourage you to think twice about purchasing from Home Depot, especially for large purchases. Go to Lowe’s, Pro X, or Ace instead.

Shame on...