The Home Depot — Local services in Redmond

Mistakes, Delays and Poor Communication.

We needed a replacement for our double front door, and a neighbour told us that Home Depot have a scheme where they send someone to measure your door and figure out what's needed, then arrange for it to be installed once it's ordered. It sounded very convenient.

The customer service advisor I asked about the scheme had never heard of it, but she told us we'd need to make an appointment with the windows and doors department, so I did and returned two days later for the appointment. The man in the door department then told me I wouldn't have needed an apointment, and I could have arranged to have the measuring done when I was there two days earlier, and saved a trip.

A week later, a man came and measured our door, and we talked about the need to replace the trim panel at the bottom as well. He was great. He sent all the info to Home Depot, and we scheduled an appointment to go back and order a door. We spent about an hour looking at doors and colours and fittings and placed our order. This was early August.

We were told the door would take about two months to arrive. We were expecting something of the kind, since it was a custom build. In Ocotber, the manufacturers delivered the door to Home Depot and they scheduled to have it delivered to our house.

When the delivery van arrived, it was obviously the wrong door. We ordered mahogany. The door that arrived was light oak. Nobody at Home Depot had checked the order before they shipped it to us. I called Home Depot and was told to talk to John Smith, whose sole job it is to handle mistakes. I emailed him a photo of the door, and he checked our order and agreed that it was wrong. He then ordered the door from the manufacturer again, this time expedited so it would only take a month instead of two.

In November, the correct door was delivered to our house. The Home Dpeot insisted on delivering it to us, because with it being a double door, they said the installer wouldn't have a van big enough to carry it. A week later, the installer called and scheduled to come and fit our door. Three months later, in February, was the earliest opening they had.

We were given a window of 8am to 10am for the installer to arrive. At 9.45am, we got a call from the very puzzled installer who was at the Home Depot in Redmond wondering why they couldn't find our door. They were perfectly set up to carry double doors, and used to picking them up from the store, but the store hadn't told them that the door was already in our garage and had been for three months. With this misunderstanding resolved, the team came and installed our door. They were absolutely fantastic. Six months after we ordered, we finally have a new door!

The workmen who came were all fantastic and did wonderful jobs, but waiting three months for an install seems unreasonable. If the Home Depot are going to offer such a scheme, they need to work with more installers. And they definnitely need to educate their customer service staff, communicate better with both suppliers and installers, and check that orders delivered to them are correct before shipping them on...

I had a bad customer service experience today at Home Depot Redmond. I went there for a return and Employee Brianna and her manager Dave were rude and not helpful. I found that they have lack of customer empathy and they could not understand the problems I had to face after Home depot installed a faulty garage door opener at my home. Some employees at this store need training in customer interaction for sure.

Long story : I purchased chamberlain garage door opener with installation from home depot during sale. After installation the opener was identified as faulty. The professional installer from home depot left the garage door dysfunctional. I reached out to home depot support and I was told to return the opener to home depot store.

I had to purchase a similar opener from costco as the deal on home depot had ended. I received my new working opener from Costco, got it installed and removed the faulty unit took it to home depot.

At the return and exchange counter I interacted with Luke, Brianna and Dave (manager). I was offered store credit only as I passed 90 day window, which I denied as I already went through a lot which was not my fault. I offered them to replace the faulty unit with a working unit which they could not do. Instead they were insisting me to take store credit and order a new unit online myself. I denied that this option as the online price has changed now and I wanted home depot to match the discounted price they sold me the original unit for. This was hard to understand forLuke, Brianna and Dave. Dave walked away as this was not an important issue for him. Being a manager I expected him to resolve not walk away. Brianna was blabbering all the time how I am wrong and Home depot process is not broken. I asked them to reach out to another manager or call customer service since my issue was not resolved by Dave. As expected Brianna/Luke didn't do anything and said we cannot do anything and store credit is the only possible option.

Since my discussion in store were not getting any reasonable response, I called Home Depot customer service and they were more accommodating then store employees. When I gave the online customer service phone to Brianna, she repeated the same story. She hung up the call with service rep even though I asked that I would like to get on the call again. It was declared that they will not deal with my return other than store credit. Dave was so happy with with Brianna's update..

Since the call was disconnected by Brianna, I had to call home depot customer service again, I was on call for ~ 1 hour at home depot store. Finally my issue was resolved by online customer...

Home Depot, the store is great, usually has everything I need as a contractor and the prices are low. However, if you ever need customer service with anything, you better drink a couple beers and have lots of time to waste. I was trying to special order a Clopay garage door window, so I contacted Clopay/HD customer service through a shared website they use. I got the part number and skew number and then they told me I had to order through Home Depot. After multiple phone calls to HD and getting disconnected or no one ever answering, I finally got someone at the "Pro" desk. They said they couldn't help me and I would have to order through Doors & Windows. I spent a week and numerous phone calls trying to get through to the doors and windows department. When I finally got through to someone they told me I couldn't do it over the phone and had to come into the store. I asked why I couldn't order over the phone and they said that's their policy. Are you freaking kidding me! After calming down, I drove down to HD, put on my mask and went to the Windows & Doors desk. I explained several times to the person working the desk what I was trying to accomplish. Side note of frustration, I literally had to say 4 different times I was trying to order a garage door window. Anyway, after going to the HD website and typing in the skew number, the HD employee says "we don't carry that part". Another note of frustration, it drives me crazy when I ask an employee for help and all they do is get on their website and do a search, my 10 year old daughter can do a website search, can we just assume we are past that step. So, the HD employee is looking at me like it's my job to help him figure out what to do next. After trying several more minutes to explain to this employee that HD is able to special order this part and he needs to figure out how. He finally tells me that I need to "call" back the next day and talk to someone else. What a joke. I long time ago I went to the HD store that was right next to their headquarters in Atlanta. From the moment you walked in the door there was someone there to ask you if you needed help. At my Redmond store, if I can actually find an employee, I have to tackle them to get them to stop. Maybe the executives at HD should do a little traveling around the US to see how the other 99% of their stores actually operate. If at all possible, go to Dunn Lumber, their customer service is light...