The Home Depot — Local services in Strongsville

A little over two years ago I decided to buy a home and renovate it. Not having much experience with renovating, I decided to build a relationship with The Home Depot in Strongsville, Ohio as my trusted advisor for this massive undertaking. As my project progressed, I worked with many store employees and built excellent relationships with the company and trusted that they would help to “get the job done right.” During that time, they helped me buy all my kitchen cabinets, flooring, tile and grout, Bosch kitchen appliances, washers and dryers, ducting, light fixtures, light bulbs, electrical (wiring, plugs switches), hot water tank, pipes, tape, drill bits, screws, blades, wood, caulk, mulch, and many more odds and ends to make my place shine. They also helped me purchase all my interior and exterior doors, knobs, and hinges. In preparation to be able to enclose my hot tub room, I worked with an excellent associate in December 2022, and they sold me a custom glass sliding door. I had 1 requirement: I could easily remove the two door panes from the frame so I could fit my hot tub through the opening. The Home Depot associate called their supplier and reviewed the online documentation to double check that both panels were removable. The supplier confirmed they indeed were BOTH removable and there would be no obstructions for the hot tub. The door was ordered, arrived, and was installed by my contractor to keep the cold and critters out while I finished renovations inside of the house. Earlier this month, October 2023, we completed the interior work, and I purchased the hot tub to be delivered. The day arrived for the hot tub to be delivered, and I contacted The Home Depot employee who sold me the door to verify documentation on how to remove the door. I proceeded to remove the door and the first sliding panel came out fine, but strangely I could not see how to nor find in the document explaining how to remove the other panel. I called and spoke with the associate who sold me the door, and when they reviewed the installation guide with me, we could not find it together, so I was instructed to call the supplier. After speaking with three different people from the supplier, a field tech in Missouri told me that the model of the door has a center column that is not removable. I drove to The Home Depot store in Strongsville and spoke with the associate who called the supplier (PLY GEM) to discuss the matter. The supplier acknowledged to The Home Depot representative who sold me the door that at the time I purchased the door they provided The Home Depot with the wrong documentation, but that since then they had removed and updated it with the correct information. The Home Depot representative explained to them the problem it caused me, but the supplier said they would do nothing about it (NO accountability nor responsibility taken). I then appealed to an Assistant Manager for assistance. She said that because I bought the door in December and had already installed it, The Home Depot would not do anything except tell me that “they were sorry I felt that way” and offer $300 towards my purchase of another new door. I politely explained that they sold me a custom door that did not meet the one and only requirement I gave them. She just smiled at me. The Home Depot would not take responsibility for selling me the wrong door nor accountability to fix it and make it right. They need to remove the wrong door they sold me, take it back, purchase and install the correct door I need, and pay for the guy to come back and move the 900-pound hot tub for me into my house with his machine after the new door is in. The people on the floor are decent people who do their best to genuinely help you. Management, however, is clearly not interested in taking ownership of their mistakes let alone fixing them and making it right, even with their loyal customers. Shameless squashing of an ant by an elephant. They completely broke my trust and good faith in...

We have used Home Depot for a few things leading up to the move from one house to another. We purchased carpet through Home Depot Strongsville, and we were told it’s typically a three week turnaround time from order to install for the particular carpet we ordered. The same day we had ordered carpet, we had also ordered replacement snap in Anderson screen door anchors. We were told by the lad that helped us order said anchors, that they would be delivered to my house in two weeks. A month later we still hadn’t received them, we went up to the store with the receipt, they said they couldn’t help us because they can’t locate an item with a receipt. We went back up there with the order ticket and the girl looked very annoyed having to pull it up and research it only to tell us that it got delivered to the store and we never answered our phone when they called, they definitely never called, we’ve had countless calls from different numbers during this move and we answer all of them because we have so many contractors coming and going. And can HP please address with their staff how awkward it is that when asking someone for assistance, it is like they are being inconvenienced... are they not there to serve the customers? What kind of world do we live in where people get annoyed to have to do their actual job. They are paid to be there... I will never understand it. Asking a Home Depot staff member for assistance is something more a kin to asking a toddler to sufficiently fold the laundry Marie Kondo style, the kiddo will look at you dumbfounded and go back to ramming their toy truck into Thomas the train. Circling back to the carpet, I understand things can be delayed, but the younger woman in the flooring department of the store assured us it’s typically three weeks from the time we order to install. It took three weeks for the carpet to even come in, and then when the installers called it was another month. When I mentioned that the store had told us it was usually a three week turnaround time from order to install, the woman on the phone said that the stores often lie for sales. That’s just bananas. That was enough to make sure we bought all of our new appliances from Lowe’s. Let’s talk about how amazing Lowes is... There have been times we have been in an aisle pondering which light switch cover to get or which flood lights to install..., and a Lowe’s staff member will approach and say is there anything I can assist you with? Baffling. They actually seek you out to help if they see you’ve been standing there a while. If they can’t answer a question, the lowes staff member will walk you to the person who can, to make sure you are handed off to a more knowledgeable person. Home Depot could really take some notes from Lowe’s. We ordered various appliances from Lowe’s, new refrigerator, matching washer and dryer, cooktop, double ovens, dishwasher. All of which will be installed within the week. And honestly, because Lowes customer service far surpasses Home Depot‘s, we would’ve waited longer for appliances from Lowe’s, rather than go through Home Depot again. Get it...

WATER TESTING BEWARE My husband & I were walking down the aisle at Home Depot in Strongsville when we were approached by a lady who asked if we wanted our "water tested" and we'd receive a $25 gift card. We said sure why not. I've been wondering how bad our water is based on the build up around our faucets in the house we purchased. So, long story short. After we were offered another $25 gift card for allowing them to come within the next 2 hours-we had Gage the Rainsoft salesman show up. My husband wanted to kill me for committing to this because he had to be present. This was a 2 hour 8th grade science experiment at our dining room table. Needless to say, we were sold on how disgusting it was to bath in tap water. I told him that I needed to make sure our finances were in order before we fully committed but we had to "sign" the papers that day to get the "free" 5 years worth some hotel soap all organic, blah blah blah. So, here is when the problems began... So we signed and he said the company would do a "soft pull" on Monday and call us with final numbers because the number he had given us was the "top" percentage if we didnt have good credit. That was my first mistake. I knew better than to sign anything and trust a salesman. Second, they didn't call us Monday like he said, and he came on Saturday. So that didn't sit well with me. They already can't hold up their end of the bargain. Third, we called on Tuesday and that's when they pulled our credit. Hard pull, and they said, "Noone said to call you with any further financing options". So my thought is, they planned to just charge us top dollar if we didn't call. But maybe my credit wouldn't of been pulled. Lose lose situation, I suppose. So, as I sat and thought about it. I decided we just can't trust that this is a company that we can trust to contact us when necessary for routine maintenance, etc. And boy was I right. When I decided to cancel since our equipment wasn't installed yet, I was dodged by the customer service representative on 5 different occasions. She would not let me talk to a manager because "she" didn't handle that kinda processing. So I canceled through the email, Facebook messaged our salesman (because they won't give their numbers), left multiple messages for the manager "Ana" and I even called the Home Depot and asked them to get their Rainsoft Contractor that was on site to speak with me and find out how I can get a confirmation. This is 2-3 weeks later, not one phone call or email regarding my experience or how unhappy I am with their process. Awful customer service. Terrible company and as sold as I was and how I could have been a customer in the future-ill find another company. And we still never received our $50 gift cards. What a waste of 2 hours of their time but saved another company because that's where...