The Home Depot — Local services in San Carlos

This is regarding closet installation. Home Depot promptly takes payment but has no sense of customer service or sells sub-standard toxic product. Not only that, they keep lying as well - they keep promising one thing and then decide that they don't want to follow through. They operate more like a scam and take no responsibility for any quality control or damage to the home.

tl;dr version: After spending about a year with numerous phone calls and emails along with visits to the physical store, I not only have no closet but also a room filled with toxic odors and damaged walls. We were pregnant when we started the process and had a baby through this stressful ordeal. The process has basically damaged an entire room in the house and made it unusable. But none of it matters to Home Depot.

Details: After months of wait (which I was aware of and not surprised by), they installed the closet. The closet reeked of toxic chemicals and filled the entire room. Even after numerous complaints, their response was "yeah, it is expected" After going to the store multiple times, they finally send someone to visit after 3 months. When I asked Home Depot on how to get rid of the odor, he said that the smell is unusual and can't be gotten rid of. He said that they will take away the closet and replace it. He said that something is definitely off with the closet. Athen Butler (District Installation Manager) called up immediately and agreed to replace the closet. The closet was promptly taken away in less than a day. Then I got a call that the closet will NOT be replaced. Athena kept saying that there is nothing wrong with the closet and they tested it. Since it wasn’t toxic, they don’t owe us a replacement. Everything was normal with the closet and we only didn't want the closet. When I asked for the toxicity report over email, Athena finally agreed that they didn’t test anything but all furniture is tested as part of the process. It took us months of calls and emails for Home Depot to agree to pay for repairing the damaged walls (where the closet was installed) and cleaning of the carpet since the room reeked of chemicals even 6 months after the closet was taken away. We had bought accessories by ourselves (knobs, handles etc) which they had taken back with the closet. I asked Athena about who pays for them ? Athena just send those back to us. I don’t know what we are supposed to do with them without a closet. When I asked Athena the same, she simply ignored us and didn’t feel like Home Depot was responsible for it. Athena kept saying that someone from their insurance will contact us soon for the carpet and wall damage. We kept sending emails and phone calls but nothing happened. After some more months, the claim was actually opened by Home Depot with their insurance. I was asked to find all the contractors for cleaning and repair by myself. When I finally did all the research and sent them quotes, they again went back their words and were like “Lol, good job.. But we won’t pay for the damaged wall. Not our concern since furniture was perfectly good and normal. You didn’t want the closet because you changed your mind. So,...

This afternoon (8-19-20), I witnessed one of the best handling of a growing tense situation between an irate customer and a Home Depot rep. The customer was trying to return a damaged garden hose that he claimed almost injured him. He was demanding a full refund. The HD rep was trying to explain that she could not obliged his request. Yet, she would seek out her manager to help resolve the situation. Along cane her manager, “Gul”. The customer proceeded to complain more! Gul acknowledged the customer’s frustration, as well as verbalized that he and corporate were aware of the multiple returns of that product. Yet, could not provide a refund. Whereas he could offer a same price discount off the purchase of any item. The customer then raised his voice saying he did not want to buy another hose. To which Gul replied calmly saying he didn’t say he had to. The customer then asked to speak to the manager. Gul identified himself as the manager, The customer paused for a second. Gul calmly and professionally reiterated the offer. Finally, the customer replied, realizing Gul was compensating him in a different way. The customer regained what little dignity he had left and agreed with Gul.

Kudos to Gul for remaining cool, calm, collected, and professional despite the rude and belligerent behavior for which he was subjected. I’ve seen managers “fight fire with fire”or display a similar attitude as the customer. Yet, Gul did He maintained control of a hostile situation that could have been worse.

Gul displayed Awesome customer service! I can see him teaching a course / class for on how to maintain composure and professionalism in a / during a hostile situation.

Kudos to HD for a...

To begin my online order contained the wrong item and missing a piece, I tried to call the store was waiting for at least 20min and wasn't able to reach anyone, so I went to the store and waited at customer service this was around 740pm not many people shopping so I thought maybe when I was calling it was super busy.. nope the lady at customer service she had glasses on was purposely not answering the phone and was even saying out loud "I'm not gonna answer these phone calls right now, I don't have time they are gonna have to wait" when I tried to explain to her my situation it seemed like she was half listening to me and not caring fully about what I was saying and she kept cutting me off saying ok ok I got it... she didn't. I was letting her know only one of my boxes were wrong the other was fine i ordered two different fues boxes a sl 20 and a TL 20. The TL 20 contained a different fues and only had 3 inside of a 4pk. When I explained that I need the TL fues she grabbed the SL and tried to scan it.. I repeated multiple times that she was scanning the SL box and I didn't need to exchange that one... after saying that a few time and getting cut off by her many times she finally understood and had another young locate the TL fues. she brought 3 boxes because she didn't know how many I needed.. then the customer services hands me two boxes of TL and says there even exchange bye.. I said no I only need one TL I need the SL that you took from me.. then she said yes those are the ones you needed, I had to explain AGAIN that I purchased SL and TL my SL was correct and I need that plus the TL.. after telling her twice she returned my SL box.. this was not a pleasant...