The Home Depot — Local services in Victorville

On July 2, 2021, I ordered an LG range microwave online and it was damaged badly during delivery. When it was delivered into my home on July 12, and I was in the process of painting my kitchen and therefore did not open the box right away. The delivery guy said “No worries, if you have any problems whenever you do open it, just go ahead and call the online customer service number from the website and they will help you and take care of any problem.” He never told me I had a 48 hour deadline to check for damage. He never offered to inspect the item prior to leaving. I had absolutely no idea I had only 48 hours to check the item. I finally opened up the packaged microwave on the third day after it was delivered and noticed the microwave was damaged (see photos). I called the Home Depot online customer service number right away, and they said that since it was past the 48 hours after delivery, it would have to be replaced under warranty with LG. So I called LG, and the representative said it was clearly damaged during shipping, so it’s Home Depot’s responsibility to replace it. I physically went into my local Home Depot and was told there was no way they could accept a return or placement for an online appliance order and that I’d have to contact LG. So I once again contacted LG. An LG representative was assigned to me and inspected my microwave and saw the damage, and determined it was damaged beyond repair, not repairable due to the shipping damage. They referred me BACK to Home Depot customer service for replacement. So I called Home Depot back again as instructed, and made them aware that the LG representative refused to replace the microwave. They told me they would not replace it because it had already been 48 hours past delivery. So now I’m stuck in an endless loop of Home Depot not taking responsibility for sending me a damaged item. LG told me they would cover a defective item not a damaged item. Here is my experience over the past few days. I can’t believe they are willing to burn me on a $350 microwave after spending over $5000 on four appliances in that order. Unbelievable. This has been such a huge burden on me and my family. I have wasted many hours for my time on the phone being on put on hold, being transferred to different departments and different people, and having to re-explain the situation multiple times to multiple people. All I want is my microwave replaced due to damage that was done during shipping. Home Depot, you need to take responsibility. The return policy states no return after 48 hours on “some microwaves”. It doesn’t specify which microwaves. It certainly did not specify during my online check out of this item. And your delivery staff did not relay the message either. What absolutely horrible customer service. I hope nobody ever has to deal with the lack of empathy your employees have shown me. I am beyond frustrated and will be until this matter is resolved.

9-03-21 My issue has been resolved. Miguel the Home Depot store manager was able to swap out my damaged microwave with a brand new one. Thank you Miguel for helping me, this process has been long and frustrating but luckily you were able to help...

I have been going to this home depot for almost 4 years. I have come to know several of the employees who are amazing. But then I decided to purchase a big ticket item, BIG MISTAKE, unfortunately I didn’t have the employees I knew instead I get the worse of the worse, the store manager, the assist store manager Johnnie and the appliance manager Latees (not sure how to spell it) so I urge everyone not to purchase any big ticket items from ALL HOME DEPOT'S. And this is why. If for any reason you have an issue with the item or have a return, well they don't care. I had an issue, it took them 3 weeks to get my refund of $1848. When I was told it would take 2 days and among sooooo many other issue's with that purchase. The store manager, store assist manager Johnnie, and Latees (not sure how to spell it) just brush you off and say "Oh I'm sorry this is the first I’ve heard of you problem", not, because I spoke to each of them several times over the course of several weeks. I tried to get a number for the Area or District Manager well good luck with that because no store is ALLOWED to give out their number. So why even have them if they don't know what is going on in one of their stores from a customer’s view. So I called corp, well now there's another issue. You call them and if you’re finally lucky enough to get ahold of the right person, all they do is take your complaint down and then nothing is done from there. They say they take care of all complaints on the "back end to improve their customer service and the customer is never called back” are you kidding me really. So why bother calling corp to file a complaint when no one calls you back to resolve the issue. SO IN OTHER WORDS HOME DEPOT DOES NOT CARE ABOUT THEIR CUSTOMERS AS MUCH AS THEY WOULD LIKE TO THINK AND SAY "THEY VALUE US AS CUSTOMER'S” I call BS I think I will start going to Lowes because at least you already know what kind of horrible experience you'll have so you won't have any high...

I entered your store on Roy Rogers drive around 6 pm on 11/28/22 for an online pickup. My usual store on Bear Valley didn't have what I wanted, so I chose to pick it up at this location. There were two employees in the area, and they were both on the phone. I was the only customer, so I waited till one of them was done. The short blond older woman was done first; she walked away from me without acknowledgment. No someone will be right with you; my co-worker will help you, absolutely nothing. She moved product around in plain view of me and only changed course when someone approached the return side of the area—the tall, long-haired gentleman who was also there was still on the phone. I went to the return side where she was to get help, but now I'm two customers behind. I had already decided I would never come back and waited to be helped. There was an issue with the customer's return in front of me, the other co-worker was still on the phone, and two more customers arrived in the pickup area. After a few more minutes, the gentleman was done with his call and started helping customers. I switched lines again and became the third customer in line again. The tall long haired worker acknowledged me before it was my turn. When it finally became my turn, he was delightful, and his customer service skills were excellent. The short blond lady, however, was so rude even with all the pleasantness I received, in the end, it couldn't fix the first impression I received especially going from being the first customer to the seventh. I was a Store Director for 20 yrs and an employee doing this goes against everything about customer service. I aware she knows what it takes because she was delightful to other co-workers and the manager who had to help with the return who entered the area. So I guess customers are not high on her list. I will have my items shipped to me before returning to...