The Home Depot — Local services in Sierra Vista

My project was completed three months late and everyone was very unprofessional and condescending towards us. The first person we spoke to (Oct) about our door had us schedule an appointment to finalize our purchase and then didn’t even show up to the appointment. The “manager” finalized our purchase (Nov) and made changes to the size of the door saying the other guy was incompetent leading to the wrong size door being ordered, adding another 2 months to our wait. The “manager” also did not honor the quote we were told for the installation, saying that the people who quoted us “didn’t know what they were doing and needed more training.” The “manager” basically strong armed us into having the door delivered instead of picking it up - he actually looked us up and down and said “I think you need it delivered” as if we were incapable of getting it ourselves. He assured me the door could be delivered when the installer was there so it could be done all at once, which I was informed months later was a lie. Right before the door was to arrive, I got a call saying the delivery was delayed by about a week or two - a month went by and it never came. I called to see where it was and was told it was still delayed another week. I finally was able to set an appointment with the installer to come - he had to reschedule because the day he was supposed to come was the same day the door was supposed to arrive (which was what I was told would happen) but the installer said they couldn’t come until AFTER the door arrived. The door finally arrives mid January and the installer has to reschedule again because it was snowing. The delivery guy was complaining that they left the door in the A frame and he wasn’t allowed a companion delivery guy so he had to leave the door outside. I was messaged that he would do deliver to the first room of the house but he refused. I barely got him (with the help of my boyfriend) to deliver the door into the garage. The installer finally comes the next week, removes the door frame and the door - surprise, the door we received was the wrong size. He calls to have the right size reordered and I’m told it’ll be February 5th when the old door will be picked up with no eta for the correct door arriving. The installer puts the door back on but the frame is now missing and there’s a half inch gap between the door and the house, all the way around the door. There was already a gap between the two doors and now there was even more. I get a message from the store saying my new door is ready to be picked up - what?? We paid to get it shipped so we called the number and asked the “manager” (who was different from the other “manager” we spoke to) to request the delivery fee be refunded or for them to ship the door. She tells me they don’t refund those fees so the earliest delivery date is Feb 22. We tell her this is ridiculous and we’ve been waiting months already and it was the other “manager” who changed the door size and the store is like 2 miles away - why is the next delivery a month away? She calls back and tells us they’ll come the 18th - best they can do. The guy who comes to pick up the wrong door on the 5th calls us and says “Hi I’m on my way to pick up your merchandise.” I asked him what he was coming for as we had multiple pieces to the door including the assembly pieces, etc. He says he doesn’t know what he’s picking up, and that we should know. I explain to him the door is in the A frame and my boyfriend could help but he said he would figure it out when he arrived. He gets TO OUR HOUSE then calls me and says “I’m here but I’m not gonna get the door. I’ll just come back Monday with a second guy to help me.” Monday comes, no one comes for the door. I called the store, and I’m told the door will be picked up when the new one arrives. The installer calls a week later and says the earliest they can come is March 10. The installer made a mess of my foyer, said the security door is crooked because the house which made the deadbolt holes uneven, requiring two people to lock it. $3000 wasted. I 100% do...

A NIGHTMARE: The Countertop Factory who makes and installs countertops for The Home Depot stresses that anything less than an "Extremely Satisfied" review from a customer is a failure. Well, our experience was a grand failure, then. On January 13, 2023, we met in-store with Home Depot (HD), rep Dave Starks, submitted our countertop measurements which he calculated,  and agreed upon and paid $3,222.00 for countertops including construction and installation by The Countertop Factory (TCF) based on those measurements. Eleven days later, On January 24, 2023, AFTER paying HD the $3,222.00, TCF emailed me a 6-page Home Depot agreement which required 102 initials and 2 signatures of mine, that made us responsible for everything except World War II. One term of the agreement said that our cabinets had to be level to within 1/8th inch. Since we had agreed to installation as part of our original in-store agreement, we assumed that if the cabinets were not level, they would be leveled at the time of installation at an additional charge. Instead, we found out when The Countertop Factory (TCF) had their rep come out to do template measurements that it was our responsibility to have a contractor check the level, and if needed, have them leveled prior to the template measurements being made. Their rep made a 150 mile round trio call to our house, and left without taking the template measurements because of this. It also required us to reschedule the measurements. Once we had the counter leveled, we rescheduled, and the template measurements were taken. TCF resent their rep to do the template measurements. We got a call from HD that TCF was ready to cut the countertops, but needed an additional $900.00+ due to measuring differences. . I called Mr. Starks, who said our measurements and TCF's template measurements were almost identical, and that there should never be no more than about  a $30.00 variance. He also said he was seeing charges he had never seen before. It turned out TCF was trying to charge us for waste material and other miscellaneous charges. I contested that, and Mr. Starks agreed. Ultimately,  because I had out-of-state company coming, to get the work started, I begrudgingly paid $198.00 for work I supposedly verbally approved at the time of the template measuring, but do not remember doing. Countertops were finally installed on March 15, 2023, 8 1/2 weeks after ordered and paid for, the lengthy installation process as a result of 9, 10, and 11 below. 11 days between ordering  and paying for the countertops, and receiving the 6 page post agreement Home Depot agreement (illegal, in my opinion). Two lost weeks from having to reschedule measuring because of an ambiguous clause in agreement. The Countertop Factory NEVER answers their phone, and Home Depot apparently doesn't even have a direct line to contact them on demand if needed. So, there was an 8-week game of phone-tag going on involving David Starks and his assistant at Home Depot; TCF personnel in Illinois; Mackenzie Kucera, TCF Tucson; Tina, TCF Phoenix, and myself. I wound up having to agree to everything and pay for things not in writing, in order to get my house back in time for my out-of-state company arriving. I WOULD NOT RECOMMEND USING THE HOME DEPOT OR THE COUNTERTOP FACTORY FOR COUNTERTOPS, DUE TO HORRIBLE CUSTOMER SERVICE, AND BECAUSE THEY PUT THEIR INTERESTS ABOVE...

We ordered a brand new stove at the Sierra Vista, AZ store (0443) for delivery to our rental property. After a week of waiting, today 7/31/2019, our brand new stove was delivered.

First, the delivery crew removed the old stove and placed it on their truck.

Secondly, the delivery crew then unloaded the new stove which was refused due to damage.

Thirdly, the delivery crew loaded the damaged new stove back on the truck and drove off. They drove off with both of the old and new stoves while our tenant ran after them trying to flag them down!!!

The delivery company stated they were aware of what was done and did see her running behind them. This left our tenant quite upset and with nothing to cook her food on. We called the Sierra Vista, AZ store and spoke to Assistant Manager Sherry Herrera to inquire how they were going to fix this situation. Sherry stated we paid to have the old stove removed and Home Depot fullfilled their contract by removing the old stove and a new stove can be ordered and delivered in a week to replace the new damaged stove. We inquired why our old stove was not simply taken off the truck so our tenant had some way of cooking her food and Sherry informed us once again we paid Home Depot to haul off the old stove, Home Depot fullfilled their contract, the Home Depot does not provide a temporary stove, and it's not the Home Depot's problem that our tenant now has no stove.

We paid Home Depot to deliver a brand new, undamaged, functioning stove, and once the install of this new stove was complete THEN Home Depot could take the old stove per the haul away fee. This DID NOT occur!!!! Our tenant now has no way to cook her food and is threatening to sue us because the Home Depot has left her with nothing in which to cook her food. Our old stove which was usable has been taken, Home Depot will not return it, and will not provide a loaner.

This is disturbing, uncalled for, and a very poor business practice. Home Depot should be ashamed!

Update: 08/01/2019 - Within an hour of this Home Depot occurrence, we went to the Sierra Vista Lowe's who got us a stove and had it installed for our tenant this morning! Less than 12 hours,...