The Home Depot — Local services in Tigard

This store’s management does not follow through on its committments to customers.

Back story: the absolute worst customer service experience of my life! Romanoff (who installs home depot carpet) did an awful job installing our order (leaving huge gaps we could put our hands into around the baseboards) and when I called to have them return & fix it, they took a week to respond. They tried to say some gapping is normal, but we had actually used this company on our rental property, and although they really banged up the baseboards & left a lot of debris we had to vacuum up in the hallways, the carpet was properly installed. In this instance they cut our pad and carpet too short in certain areas, broke some of our baseboards, left black fingerprints all over our white doors, didn’t put all the fixtures back, and didn’t fully secure one of the transitions. It was just a low-quality, poor workmanship install. And when someone finally eventually got back to me, we scheduled the repair & arranged childcare/pet care (during Covid), and then the technician no-showed. Romanoff wouldn’t return my calls or emails when I tried to contact them after the no-show. Their installers actually no-showed not once, but THREE more times for the repair. Four no-shows in total! And when they actually had someone show up once (after no-show #3) he only gave a half-hearted hourlong attempt to fix & promised to come back with help the next day (which was no-show #4). Our issues were very slightly improved, but never fixed. Romanoff employees also lied to us on several occasions over the course of our extremely painful debacle - which lasted more than two months, taking us from late October all the way through the holidays, our family of four living out of suitcases into the new year - all the while being repeatedly stood up. After being more than accommodating trying to schedule our repair, we gave up & accepted compensation - (which was also quite a circus to receive) - although Romanoff management had assured us they would BOTH fix our issues and give compensation.

They never addressed our issues & Home Depot only gave us 25% back - not coming anywhere close to addressing the extreme inconvenience & terrible experience we endured.

To make matters worse, the install manager told us they would pass along any additional funds from Romanoff. After I spent several phone calls negotiating with romanoff they also agreed to give compensation, but later The Home Depot walked back that committment & pocketed the funds I negotiated on their behalf instead of passing those our way - as they had assured us they would. Truly unbelievable! Especially from a large company that should be holding their contractors accountable & taking much better care of...

I had a horrible online experience with Home Depot. I ordered an air conditioner before the heat wave of 116 degrees hit the PDX area, the delivery date was set for later in the week before the heat wave arrived. My ac unit never came. So I called them because I had seen it hadn't shipped and they told me it was going to ship out later in the month and they would give me a discount for my inconvenience. Inconvenience meant my survival and my cats survival of excessive heat as over 80 people in my state died from that heat wave. My home exceeded 100 degrees, my candles melted, perfume evaporated, but I managed to make it by locking myself and my cats into a single room and kept it around 85-90 degrees. By the time I found out that my ac unit wouldn't arrive, I couldn't get another one. Every store was sold out. I even drove to local Home Depot and they couldn't help me. So my only choice was to endure the heat and hope my ac would come sooner than later. My air conditioner then was shipped with OnTrack a week later. Then my experience got even worse. Every day, the arrival date would change to the next day for over a week. I would call every day and be told the same old line. It's coming tomorrow. I opened several escalations by nothing changed. People said they would call me back after looking into it further, they didn't. After a week I asked if I could just go pick it up since the center where it was suppose to delivered from us only 28 minutes away. OnTrack told me they couldn't without Home Depot's approval. So I called Home Depot and got a three way call going with them where I got their approval and OnTrack would not accept it, unless it was sent a specific manner. So I got it sent that way too. Still nothing. After countless hours on the phone, multiple disconnects, and tears of defeat and anger over weeks. I eventually gave up. I was able to get a refund from the ac that never arrived or that I believe was lost or stolen from the shipping center. It was so horrible, so much emotional toil. I have nothing to show for all my wasted time, my energy, the fact I had to endure such temperatures with my animals, and that not a single person I spoke with at either company cared enough to invest in my situation to ensure it was resolved. This was the worst experience in my life. The worst. I will never ever shop at Home Depot or use OnTrack again. No one cared about how I was treated, no one compensated me for my suffering or endless hours wasted trying to resolve the issues they created. This experience...

I received a very poor and awful customer service at this branch on April 17th! My contractor asked me to buy a primer for a painting project at my house and unfortunately I chose this store! I took the primer home for my contractor to come back a day after and start the job. I would like to mention that I have no clue about painting and whatever is related to it. Anyhow, the day after my contractor asked me to take it back and change it, after checking the sticker on the can. I had mistakenly bought an oil-based primer, however he needed a water-based one. So I took it back and asked for an exchange. The staff member of the paint department, got a water-based primer for me but said that he couldn’t return the other one because it’s been used! I told him that we hadn’t even opened it and I brought back the exact can that he had handed me the day before. I explained that I didn’t even know the difference between them but he kept insisting that I was wrong and maybe someone else had used it!! I asked to see his manager and surprisingly the manager repeated the same statement. I was devastated and told them that they were accusing me of stealing and they both only looked at me like admitting it! The manager even turned back to the staff member and thanked him for his great job to check the items before accepting to return! I even contacted my contractor and got him to talk to these guys and tell them that he hadn’t used the primer. Long story short, after a few minutes manager said that he would take it back but in a rude manner as if he was just doing me a favor!! I told him that I wouldn’t mind paying only $14 for the new can but I was offended by being accused of stealing. Of course he only looked at me without saying a word or apology or even accepting that it’s possible that maybe someone had put the used can on the shelf and unfortunately that was taken for me! It’s a shame to see such a rude and nonprofessional attitude at one store and then a fantastic customer service at another branch that I just left a review for! I’ve worked in retail for over two decades and always been in management position. So I’m aware how important the customer service is and how a customer should be treated in any type of business! Especially for a company like Home Depot that receives big transactions from its customers for the most part everyday. I believe the management should be more particular with choosing people who are in charge to make sure that staff members have great role models to...