The Home Depot — Local services in Sunset Valley

I had an unbelievably terrible time with an order I placed for a bathroom renovation and would caution anyone against ordering from this store. The issues persisted throughout the entire process - from the placement of the order to the return of unused items. Below are the details. They will not refund me for the ~$300 of merchandise I returned to the store because they were unable to create a record of the returned items in their systems.

Order Placement • October 10: A man in the Pro area said he could not help me place my order because he was leaving in 15 minutes. I went to Customer Service where they assisted me and added my items to my contractor’s Pro order. The person at customer service had issues with the software selecting the delivery option. He called a manager who told him to leave a note in the order that they would deliver once all of the items arrived in the store.

Order Delivery/Pick Up • October 27: I called the store to schedule a delivery. They confirmed they would deliver on 11/1. • October 28: I called to confirm the delivery. They said they would call back but did not. • October 30: I called to confirm the delivery. Confirmed the delivery was NOT scheduled for 11/1. They were unable to reschedule at this time because the store was busy. • October 31: I called and they confirmed they could deliver on 11/4. • November 4: I called to confirm the delivery and they confirmed. Delivery truck arrived with incorrect order (3 palettes of windows). I called the store and they said they could not locate my order. I went to the store to discuss the order in person. The manager Kelley located my order. We decided I would pick up the order on 11/6 instead of trying to have it delivered again. They said they would not charge me to rent a trailer when I arrived to pick up the order. • November 6: my contractor arrived to pick up the materials. Initially, they could not locate my order. Once that was cleared up, they would not allow us to rent the trailer as promised. My contractor picked up the materials he could fit in his SUV and charged me for his time.

Partial Order Return • November 14: I visited the SE Austin location to return unused materials. They tried to process the return but were unsuccessful and suggested I go to the Sunset Valley location. There wasn’t anyone available to help me load the items into my car so I loaded it myself (a few hundred pounds). They were not able to process the returns at the Sunset Valley location and had to escalate to IT. They offered to hold the items until IT could determine a solution, which likely would not be until the next day. I was given a list of the items I was leaving in the store and I took photos as well. The value of the items was roughly $300. • November 15: I called the store to check the status of my return. They were still trying to process the return in store as they waited for IT to find a solution. They hoped to have an update from IT within 3 days. • November 17: I called the store to check the status of my return. They said there was no update. • November 19: I called the store to check the status of my return. They expected it to be processed in another 2-3 days. • November 21: I disputed the charge with Chase and included photos of the items I left in the store. • November 24: I called the store to check the status of my return. The phone rang for 8 minutes and I hung up since there was no answer . I tried calling again and hung up after 3 minutes of waiting for someone to answer. I called the number the manager gave me and left a voicemail asking for an immediate resolution. I never received a call back. • January 9: Home Depot denied my claim with Chase, because I did not have a receipt for the return. I did not receive a receipt because they were unable to issue one when I was at the store on November 14th, which is why they had created a case with IT. Apparently, IT was never able to resolve my case and reimburse me for the ~$300 of merchandise I left...

The absolute worst home improvement experience I've ever had. Cartoonishly bad. I had carpet installed last year. The installers were day laborers hired by a third party and only one of the three guys barely spoke any English. They violated the contract for what furniture they would and wouldn't move, left the doors open all day, blasted loud music, cursed, goofed off, and broke a piece of antique heirloom furniture. I only found out they broke it when one of the guys asked me for a drill to try to "fix" it! Unbelievable. The carpet company eventually compensated the piece of furniture after significant run around from their office and Home Depot. The carpet has been shedding non-stop for a year and the installers did a lousy job. Visible seams everywhere and they didn't plan out the seams with us before they started working, which I later found out is the proper way it's done. The carpet installer sent out another team to review their numerous errors and decided they wouldn't do anything about it. I recently got an inspection on the constantly shedding carpet and the manufacturer decided it wasn't their problem, despite the product being obviously faulty. Or Home Depot made that decision. It's hard to tell since the manufacturer contacted HD, not us. I had to cut out a piece of carpet and bring that to Home Depot for an appeal and I haven't heard back from them. When I dropped the carpet sample off, the person in flooring didn't know if she would be able to help me. In other words, she was willing to give up on trying to resolve my issue if the problem required her to expend effort to find information outside of her immediate knowledge. Pathetic. Call me crazy, but I expect the full capabilities of a major corporate organization even on a Saturday. NEVER HIRE HOME DEPOT! Pay the extra cost to hire a reputable contractor that specializes in whatever you're installing and hire one that only uses permanent employees. This was a painful and expensive lesson learned for me. I'm going to have to get new flooring either way. Who knows if HD will decide to own up on their mistakes. I am beyond disappointed, but I don't have the time or resources to deal with a small claims court or whatever additional headache it would take to rectify this. It makes my stomach turn every time I look at the dozens of fresh fibers that get kicked up every day just by gently walking on it. I cringe every time I walk over a lazily installed seam or bulge in the carpet. Unbelievably awful job, Home Depot. I would give zero...

As someone who is a Home Depot ProX customer who has spent more than $50,000 at this store last year — I am sorry to say that this is the most terrible store that I have ever had any business to do with. And I don’t just mean that this is the worst Home Depot store, but rather the worst store ever!! It is staffed with incompetent and uptight people in many cases. Some staff are actually good and helpful but too many seem unhappy to be there and reluctant to help others. One employee walked away from me after I asked for help with an angry look. Another elderly woman employee was repeatedly rude when I called her department. The customer service area is likewise staffed with incompetent staff who cannot deal with any matter that is a bit out of the norm or a bit complex. One customer service person said that “sorry I don’t know anything about the Home Depot app when I tried to redeem some ProX dollars. And finally, avoid the kitchen design department at all cost. Our kitchen redesign that was supposed to take 2 months ended up taking a whole year with endless frustrations and incompetent and uncommitted vendors!

Update May 1, 2025: Unfortunately my wife had to pay another visit to this store to shop for a bathroom vanity. No staff was available to help us so we requested help and this came in the form of an elderly woman called Linda from the Plumbing department. Despite the fact that my wife and I were very respectful and patient, Linda treated us very rudely and in a patronizing manner. She seemed more interested in getting rid of us rather than of being any help at all. At one point my wife asked her about the countertop material on the vanity. This was important to know because we did not want a marble top that can stain easily. Linda responded by saying, “I don’t know — I am not a geologist!” Was it possible to have a countertop with a single hole and not three (for the taps), or could we get the countertop separately? Once again we got flippant and rude responses and suggestions to look online and to do our own research! I have to admit that I have this suspicion that Linda was acting so rudely only in response to...