The Home Depot — Local services in Troy

I placed an order for appliances with Home Depot on February 19, 2022. I did not need the appliances that soon but I was concerned about having them when I did because I am aware that there are supply chain issues: I needed to ensure that I had the appliances in April. My parents are moving back to Michigan from Florida and their new home required a refrigerator and a range. There are no existing appliances in the home, therefore I was very concerned about having the appliances there in time for their arrival They are 72 years old.

Again I place the order on February 19 and my Home Depot card was charged for the appliances. I began to make payments toward the balance. At no time have I received any communications from Home Depot that any item was back-ordered. Finally, today, I received a text message in regards to my delivery. I expected it to be my delivery window for April 16, 2022. Instead, the text informed me that due to backorder my delivery date was pushed back to May 19.

I called Home Depot customer service to ask what could be done about this. I was informed that there was nothing that could be done. No one offered to see if there were any similar products available. The answer was literally "we can't do anything for you." I was transferred to multiple different people and finally was connected with Brad, the Manager at the Home Depot in Troy, Michigan. Brad told me the only solution he had was to cancel the order. How would that help me get my parents' appliances in time? Again the issue is the lack of communication, the lack of alternatives, and the very real lack of care demonstrated by anyone I spoke with.

Also, it should be noted that the range I order was not on backorder. No one suggested that the stove could be delivered and we would just have to wait on the refrigerator. Or that the stove could be delivered and we could deliver an alternative refrigerator.

I have concluded that there is no such thing as customer service at Home Depot. It is inexcusable to inform people 3 days before delivery that the product they have been charged for and have been paying for won’t be delivered on time. In fact, it won’t be delivered for another 30 days. I understand the situation of the world currently, and I do understand that there are supply chain issues and delays. I do not understand how a company finds it acceptable to fail to communicate with its customers. Especially in regards to something as crucial as appliances. That is what I am most upset about, the lack of communication in addition to the complete lack of problem-solving capabilities of your employees.

I went to Lowe’s and placed an order for the same appliances and have them scheduled for delivery on April 29, 2022. The customer service representative at Lowe's was able to verify that the items were in the network at Lowe's. I have taken Brad’s advice and canceled my order with Home Depot. In addition, once the credit is applied to my Home Depot credit card I will cancel my Home Depot credit card. I will never return to Home Depot as a customer and I will inform everyone I know about the experience I have received...

Update: A representative called me on the phone today and asked if the order was okay. I let them know that one package was torn and some of the flooring was cracked at the edge. They said they will give me half off on the flooring package. This is something I noticed when I was taking the packages to the home which needed the flooring. I was careful with the flooring, so it most likely happened somewhere there during transport. It happens at times and isn’t a big deal, but it is nice to have a store refund a bit for it. I think this is a sign that they care, so I changed my review to 3 stars.

Original: I went to this Home Depot in Troy,MI for the first time today and I left with the impression that the customer service was very poor.

The employees seemed tired and overworked. The employees at the front didn’t take enough care to direct me to the right location to pickup the flooring I ordered on the phone. Three of them assumed no one had brought out the flooring to customer service and sent me across the store to the other side. I waited for someone at flooring and no one was there. The only employee who cared seemed to be the person I talked to on the phone, but I wasn’t able to find her without running back and forth from customer service to flooring and back to customer service and then searching the aisles where I found her with other customers. She is the reason I initially thought of giving two stars instead of one star. Since, at least she was helpful enough to clarify exactly where the flooring I ordered was located. The other employees just assumed it wasn’t there in pickups at Customer Service.

When I made it back to customer service, one employee was having a conversation with a what appeared to be another employee and so I went to them to ask where my order was located and she told me to wait in line. To be fair, there was a line, but I assumed that they would recognize that I was the one running back and forth across the store many times and accept me back in line so that they may also make an attempt to be fair.

The customer service representative seemed upset with me. I felt uncomfortable and afraid to talk, so I just got back in line and tried to calm my exasperation by dabbling on my phone and flicking through apps and emails.

The attitude of the employee who directed me back to the line is the reason I gave one star instead of two. She was very unfriendly.

I will avoid this Home Depot and go to others in the future. Hopefully, the customer service will be a bit better and the employees will be treated fairly and enjoy coming to work. If not, maybe I’ll have to not shop at Home Depot anymore. The Home Depot stores around this area need work on their customer service. I always leave there feeling drained and unhappy. It just isn’t worth it for some...

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