The Home Depot — Local services in Shenandoah

I had an incident with an employee at The Home Depot, Store#6515 in Shenandoah, Texas a few days ago. I placed an order online and set it for curbside pick up. Upon arriving, the text message I got said to call a specific number and tell them “curbside pick up“ and my last name. When the lady from customer service picked up, she told me there should be someone outside handling all curbside pick up. I told her there was no one outside, so she transferred me to someone else. When the next lady picked up, she said I was at the wrong department and transferred me back to customer service. The customer service lady finally said “Sir, I don’t know what to tell you, just go walk in the contractor door and see if she is standing inside.” I get out of my car, and I walk up to the door. I go ahead and step in and I see about six or seven employees standing around, so I mention that I’m here to pick up a “curbside pick up order.“ I’m immediately met by some young guy who starts yelling at me to “Get Out, you need to get out!” I then tell him that his customer service rep told me to come in this door and find the person working curbside pick up. He looked at me again, points at the door, and yells “You need to get out now, can’t you read the sign on the door!!?”  It’s at this point that I pretty much lost my cool with this guy and started yelling at him “excuse me, you’re not going to talk to me like that. Your customer service person told me to come in the store because the person who is working curbside pick up is not where they’re supposed to be.” He then proceeded to tell me “I don’t care, get out.“ I then tell him “you get your manager over here right now, you’re not going to talk to me like that.“ I then ask for his name, but he wouldn’t give it to me. He simply said “get out and I’ll have the manager meet you out there.“ The manager eventually came outside, his name was Darin. I told him what had happened and he said he had been filled in by another employee and he was very sorry that his employee had talked to me that way. When I asked him for the employees name, he was reluctant to give it to me. I then informed him that their names are on all of their aprons and it was not protected information. He eventually told me the guys name was CHRISTIAN. I told the manager, all he had to do was say “due to COVID restrictions, you can’t come in this door. Wait outside and I will send someone to help you.” I would have said “OK,“ and gone back outside. There was no need to be rude. The manager attempted to make excuses about COVID, but there is NO EXCUSE for talking to a customer like that. I told the manager, “Making excuses for his employee shows he’s not fit to be a manager.” I got my order and left. I then contacted Home Depot corporate offices and told them what happened. I requested a regional manager contact me, but that has not happened yet. Home Depot in Shenandoah,...

When you order multiple appliances, understand that your delivery date is, at best, etched in dust. If there's a single item on back order, you won't receive a thing until it's all available. Don't bother complaining, as the most management will do is shrug, apologize, and blame the policies of the delivery service they hire. Unfortunately, hollow apologies don't serve the customer, and gone are the days when one takes responsibility for the actions of the people in their hire. Calling their delivery service won't help either, as they send you through an automated maze with precious little human contact to be had.

We ordered four appliances from The Woodlands store (#6516) back in June (an LG fridge and an oven, microwave, and dishwasher from GE). We set the delivery date for August 2, during our vacation time. Just last week we were told that two of the GE items are on back order and that the anticipated delivery date has been arbitrarily pushed back to August 13. Then we were informed that we won't even see our LG fridge until the GE items get sorted out. The fact that our fridge is collecting dust at the Dupar warehouse just 23 miles away is immaterial. (Yes, that was the one piece of valuable information I could extract from Corporate Customer Service.)

The only other information I got from Corporate Customer Service was why a $108 billion company couldn't intervene on their customers' behalf. The agent said, "We cant tell a third party company what to do." Obviously, money talks only when it wants to.

We finally did reach the delivery service, and we asked why they couldn't at least deliver our fridge on the date we'd established. The delivery representative told us (and I quote) "it wouldn't be convenient to make two deliveries." You read that right: their company's convenience trumps their customer's convenience.

Today I called the GE customer support line. They gave me a new delivery service number. I called it, and was immediately forwarded to (you guessed it) the automated Home Depot delivery service.

The managers at Home Depot 6516 can blame everyone they want to, but they can't change the fact that their store itself will forever be the face of this fiasco. Home Depot chose to associate with this delivery service, but then they shirked their responsibilities when that delivery service failed. Any business that truly cares for its customers will have a Plan B when Plan A fails. Home Depot's Plan B is for my family to eat off of a hot plate or break the bank dining out until someone in their ranks finds the gumption to hold up their end of the deal.

So if you're considering Home Depot for your kitchen appliances needs, just repeat the mantra: "Company convenience trumps the customer's convenience. Company convenience trumps customer...

We purchased shutters subcontracted with Rockwood Houston. We rate Home Depot alone, 5 stars but management may be dropping the ball by partnering with Rockwood Houston. the final product and experience was Mixed bag for sure, some excellent aspects, but manufacturing defects and time delays for manufacturing shop correcting and poor communication controls offset the good. We purchased shutters through Home Depot thinking this would improve quality and experience, on October 18, 2021 and Rockwood had an excellent sales person and excellent installation person. It was a very expensive project for more than 40 sets of windows. and of course, with that many windows, statistically, the shutters for 4 windows had to be hauled away to correct them, unfortunately they were not finally repaired and replaced until late January 2022 (almost 4 months later), causing a major inconvenience since part of the house remained exposed, as previous ones were permanently removed when installing defective items. It seems fairly obvious that Rockwood has growing pain issues since their manufacturing shop doesn't seem to have accountability to the rest of the team, including their "concierge", sales and installers, and even more troubling, the "customer". The shutters look real nice and seem of high quality, finally, but Rockwood management's lack of oversight and control of the manufacturing shop made the overall experience awful. I recommend Home Depot seriously evaluate the relationship with them. We don't blame the concierge of Rockwood; we think it's a Rockwood management social, cultural programming, oversight and accountability issue as concerns their manufacturing shop. However Kudos to the Woodlands Home Depot store, as the only reason we got it when we did is that we complained to Home Depot in the Woodlands in mid January, who finally pulled some "strings" (lets say "ropes") to get Rockwood to commit to a date the very same day I complained. Otherwise this would have been even more delayed. Please make sure you...