The Home Depot — Local services in Town of Clay

Review is for the Millwork section of the store.

Where to begin on this catastrophe. We started looking for a new front entry door back in July. After hearing about a special sale at Home Depot we decided to try and save some money instead of using our usual contractor. There we met with CRAIG WALKER who was extremely helpful in answering all of our questions and which door would be the best fit. After agreeing to an Anderson door we setup for a measurement from the contractor that does all the contracting work for Home Depot in the Syracuse/Oswego area, Bruce Construction. About a week later after the measurement were taking and confirm we went back and place an order for a custom door. During this time I told Craig I wantes to make sure that the inswing was correct which he looked up and said 'yeah it's for a left inswing as per the measurement'. And I said I just want to make sure and visually showed him how the door opens and he stated everything was good.

After waiting over a month and half the day for the install came and Bruce Construction showed up with the door in tow. We exchanged pleasantries and talked about the job for a few minutes before I broke off so they could get started. A few minutes later I was called back outside where the guys informed me the door was milled the wrong way. Instead of it being a left inswing it was set for a right inswing. They called their boss, MICHAEL BRUCE, to state the problem and then confirmed that the measurements he had for the door was for a left inswing. He apologized and stated he was calling Home Depot to get to the bottom of this and would call.me back in 10-15 minutes. The guys were irk because this was the first of two jobs for the day and both couldn't be done since this Home Depot also had broken a custom patio door when unloading it that was suppose to be the afternoon job. I had them upload everything and take it all back to the store.

While waiting for the pgone call I looked back over my paperwork and see if I could spot where the screw up happened and sure enough Craig had setup the order for a right inswing even after all my explaining and the contractors measurements. After waiting an hour with no phone call (which I chalk up to both parties agruing over whose fault it was) we pack up the kids and took a drive over to Home Depot to get some answers. After talking to customer service we were sent back to millwork to talk to Craig we just sat on his ass and didn't look like he cared after I explained everything to him. He look in his computer, couldn't find the order, then called someone who told him where to locate it, then muttered 'yeah the new door is set for an arrival date of October 3rd' and then basically ignored us like he had more important things to do. When we didn't move he looked up and huff ?Is there anything else?' Oh I'm sorry I'm taking up your time since it was you who screwed up I wanted to say but I just said 'Yeah I wanted an update copy of the order.' Begrudgingly he printed it off and handed it to me which I started to look over as we walked to the front of the store.

We were half way up when I noticed that the updated order had a balance of over a grand that was due which I thought no way it was all paid for. So back over to customer service where I explained the situation to the lady she asked 'did Craig help you?' Which I informed her he was being crabby and unhelpful. At that point she called up KAYLA PEREZ and talked to her about the situation. After a few minutes she informed me there was a price difference but I wouldn't be held responsible for it. Good thing I checked or else they might've charged me a grand more on a door I...

This store was in Clay, New York. Stock in store showed 6 items in stock for at least 5 days. The day I go to pick up item, I checked online prior to going and stock still listed as quantity 6 in stock. I get there and stock on hand only 1. Luckily, they had one and I only needed one. The company HAS TO DO BETTER. I have run into this before with other stores. The store inventory system need to interface with website better. Having stock off by quantity of 5 is HUGE. The whole reason I chose the store with a quantity of 6 versus a store with the quantity of 1, was because I had this issue in the past. Unsure how often the systems update but it should be real time.

I purchased a toilet from Home Depot online. The toilet ended up damaged during ship to store. So I had to pick an alternative for the project. I wanted the same name brand and was willing to travel to get it as three different Home Depot stores in or near Syracuse. I even called the store and they confirmed they had stock. Someone must have gotten there before me and bought 5 because there was only 1 left. I had already planned this home project when I was notified the online purchase was damaged in shipping to store. I had purchased other items that were specifically for this project and would work only with this model toilet. So it was imperative that it be the same brand and near the same model. So I had to choose an alternate but if I was a contractor and had promised a toilet install of a specific model (gallons per flush) by a specific time, the project would have been a failure because that product was out of stock online and no stores had any more.

In this digital age, being able to say what stock you have on hand AND having stock on hand is the difference between making a sale and losing it to a competitor. Other big box home improvement stores have a similar model and their stores DID have it in stock. I am partial to Home Depot so that is why I bought with Home Depot.

If I could talk with the CIO, I would say, put money into your IT department and get the web/store inventory issue addressed and perhaps you can see same store year over year sales increase because if people are buying, they know they can purchase and drive and pick it up.

Then if I could say something to the COO, the other issue I would say is fix the online to store order and place a greater emphasis on damage free products getting to the store. If people are ordering and the product is getting damaged going to the store...that is a lost sale. Run a report on how many items ordered online and shipped to store were damaged and had to be refunded. To make the sale, it takes a good website AND a quality delivery that is undamaged.

Like I said, I still prefer Home Depot over other big box home improvement stores. So I will continue to do business with Home Depot, just hope they can strive for a little better on the systems...

We decided to order a swing set for our toddler and found one online at Home Depot. We scheduled our delivery through the company that Home Depot uses, Central Transport, for a week ago Tuesday between 11-4. After taking a half day of work and waiting until after 4, I called Central Transport. I was advised that they didn’t have the right truck to deliver the item and that they had delivered it to the store location on RT 31 the DAY PRIOR at the bequest of Home Depot. Perturbed that no one communicated this to me, I called 31 and spoke to Kathy who advised that she didn’t see any notes that I was scheduled for delivery. She apologized and said she would work with her delivery team and call me asap to schedule. After waiting a few days and not hearing anything, I visited the showroom. The first associate I spoke to said that the item showed as already delivered to my home in their system. I then asked to speak to a manager, Chris, who was able to locate my order and identified the issue. He said he would coordinate with Kathy (who was off during the weekend) and I would receive a call first thing Monday morning. Chris assured me he would leave notes on my account. Monday came and went with no call, I called and spoke with Kathy on Tuesday. Kathy said I was “on her list of people to call” and got me scheduled for today. She advised I could call the night prior for a time frame. Fast forward to last night when I called and asked for that time window, only to be told “we don’t do that”. I asked to speak to a manager, who again, apologized and said the tracking information was not loaded yet and to call in the morning. He assured me notes would be added to my account. As instructed, I called this morning, only to be told “we don’t do that unless you pay for the 4 hour window”. As I felt my my blood pressure skyrocket and the possibility of a stroke increasing, I thanked the associate and hung up. Luckily, we were one of the first deliveries today. The boxes containing the swing set are completely soaked, and I pray the instructions are in tact. This was BY FAR the worst customer experience of my life. I’ve used Home Depot and Lowes equally over the years, but I’ll never step foot in HD ever again. The lack of customer service and communication is appalling. Home Depot needs to overhaul how they deliver items for...