The Home Depot — Local services in Poway

I would like to share my recent experience regarding a special order and the poor customer service received. On February 18h, I placed an order (H8949-86087)for a walk-in tub and received a delivery forecast to my home for a arch 7th delivery. With this information, I lined up my subcontractors to prepare the space and subsequent installation. On March 5th, my master bathroom became unusable. On March 6th, using the Home Depot order tracking application, I observed the delivery date had been pushed back to April 5th -- no communication from Home Depot. I reached out to the store and asked the clerk who took my order to follow-up and see what the issue was and how we could expedite the delivery. I obtained a voice mail a day later that the vendor was experiencing production issues. I reached out again to the store for further information and spoke to the area supervisor who promised to follow-up with the vendor on my behalf. I did obtain vendor-customer contact information and immediately reached out to inquire about my order. I learned the vendor was behind on their production and would try to improve upon their delivery. After a week of effort, I was able to reach the production supervisor for the vendor and through subsequent efforts including escalation to the operations director, I was able to pull in the delivery date to March 21st. Meanwhile on March 18th the Home Depot tracking utility notified me the order had closed as the product had been delivered??? At this point I reached out to corporate Home Deport service group and opened case # 14442211 for help to ensure the order was being expedited through Home Depot and the delivery tracked correctly. At this time, I am rescheduling contractors who are now committed to other projects. After much effort, I was able to have them move other schedules to accommodate mine (at my expense). The product arrives in Chula Vista - at the delivery depot; I reach out and am told it would be several days before they could complete the delivery -- I took a 1/2 day vacation and retrieved the product myself and delivered it to enable the contractors to start installation. Much to my chagrin, the walk-in tub had a leak. I contacted both Home Depot and the vendor to expedite its repair. At Home Depot, I had to open another case number (14516353) and was told to wait 24 to 48 hrs for a response?? I had the vendor ship me a replacement part overnight. There was no available service technician to perform the repair. I contacted the vendor and ensured my personal repair would not void the manufacturing warranty. I replaced the defective assembly. Two days later, corporate Home Depot service provider reaches out to me as to the status of the tub? Meanwhile, I've been working with the original Home Depot service representative about the terrible customer service I received from Home Depot and the all the problems I encountered with this order. Subsequently I did reach an agreement with the vendor for some compensation for the issues I encountered with their late delivery and product quality issue . There has been no acknowledgement from Home Depot on the breakdown of their customer service at this store. I strongly recommend you carefully consider placing any special orders through the Home Depot Poway store -- they gladly accept payment, and than walk away. You are on you own if any issues arise. The corporate Home Depot service representative did offer me a 100$ gift card for my troubles and simply placed all the blame on the vendor. I am deeply disappointed with the lack of ownership demonstrated by Home Depot on the breakdown of customer service. I asked to speak to her supervisor; whom I subsequently contacted and left a detailed voice message -- still no call back from Jose. For this, I will no longer be a customer -- thankfully, Lowes has a...

I almost became a FORMER Home Depot customer recently after being a loyal one for over 20 years, but the credit for bringing me back goes to this super star:

CYNTHIA PEELE (aka Cindy Lou), Appliance Specialist at at Home Depot, Tech Center Dr, Poway CA.

If you're looking for the definition of EXCELLENT customer service her name would be next to it and because of her, I'm back to shopping at Home Depot.

Here's why.... On 5/3/23, I purchased a refrigerator online, but their system would not let me include the haul away of the old refrigerator, a $50 charge that I was more than willing to pay.

I thought this would be a simple issue to resolve especially since I was still a week out from delivery. So, I called Home Depot's 800 number and ended up speaking to 3 different people. Each stated that their system did not allow any modifications to the order. I was finally told to call the store processing the order, the Mira Mesa store, which should be able to contact the delivery company directly. I then spoke to 3 people at the Mira Mesa store who also said the system didn't allow modifications to the order and was told they couldn't contact the delivery company because there was no way to charge it in the system. I felt like each Home Depot rep was more interested in getting me off the phone than truly trying to find a resolution to what I thought was a simple issue. I even suggested that I could come into the store before delivery to pay for the haul away but was once again told “the system will not allow that"....uggggg

Needless to say I was extremely frustrated that Home Depot was willing to lose a $2,300 order over a system issue that didn't allow it to add a $50 haul away fee. The next day as I was running errands, I decided to pop into the Home Depot store in Poway to cancel this order as it was the closest store to where I was at the time.

Even though she was busy, Cindy listened to my concerns and could tell that I was frustrated dealing with this order. She then said she would try to help me (even though my purchase was through another store) and contacted their 800 number. She suggested that they email the delivery company to let them know that the customer wanted a haul away and waited on the phone until she saw the notes in the system (she also advised that Home Depot might charge me later for the haul away to which I was okay with)...wow..30 minutes later, she'd found a mutually acceptable resolution and had taken care of an issue that I'd spent 2 days trying to resolve on my own. Not one of the SIX, I repeat 6 other Home Depot representatives had suggested a simple email.

Cindy apologize for my experience with this order and let me know that I could come into her store anytime if I have questions/concerns regarding appliances. She stated that she believes in helping any customer regardless of which Home Depot store gets the credit for an order because it's one Home Depot (how great is that that an employee would look at their store/position in a global company-wide way).

Cindy is friendly, knowledgeable and emits a positive energy that's contagious. She appears to provide the kind of service that she would like if she was the customer. Cindy definitely put the "Customer" back into customer service for me.

I walked into her store frustrated, disappointed with Home Depot and ready to cancel a $2,300 order. I walked out without canceling the order and feeling better about Home Depot. It didn’t take much, but she showed that she cared and because of that I’m going to order my remaining kitchen appliances and flooring from Home Depot. THANK...

Unprofessional, Arrogant, and Completely Disrespectful Attitude

On February 25, 2025, I purchased materials online for my front yard project and chose home delivery. After completing the payment, the system showed that the delivery would arrive on February 27. On that day, I called the store twice in the morning and twice in the afternoon to confirm the delivery time, and each time, I was assured that the delivery would proceed as scheduled. However, by 9 PM that evening, I had still not received my order.

I had woken up at 4 AM to prepare for this project, rearranged my work schedule to make it possible, and if I couldn’t complete it before the weekend rain, it would cause further delays.

The next day, I went to the store to inquire about the issue and was informed that there was a system error. The earliest available delivery time would be in five days. Given this delay, I requested to use the store’s rental truck service. After discussing with the on-duty manager, it was agreed that the store would cover the rental costs.

However, when I returned the truck that evening, the on-duty manager, Orshee, informed me that the store would only cover the first 75 minutes of rental, and I would need to pay for the remaining time myself.

If the store had clearly stated from the beginning that the truck rental was charged by the minute, why did they repeatedly assure me that all costs would be covered? Additionally, unloading an entire pallet of bricks, sand, and stones without professional lifting equipment takes extra time. If the store had considered these factors, shouldn’t they have explained the rental time policy in advance?

I am extremely dissatisfied with this store’s delivery system. Moreover, I find the arrogant attitude of the management deeply disappointing. As a customer, I made all the necessary arrangements to complete my project, but due to the store’s mistakes, I suffered unnecessary losses. Instead of providing appropriate compensation, they chose to shift the blame. I fail to understand how a business can operate with such disregard for customer...