The Home Depot — Local services in Winston-Salem

I purchased a refrigerator, microwave, dishwasher, and oven in March, told delivery would be in June. I understand supply chain and pandemic issues, so I didn't really have a problem with waiting. When the delivery actually happened, they refused to install the microwave even though there was one already there and they just had to replace it, they didn't turn off the water when they were uninstalling the dishwasher and were surprised and confused that it was leaking (I had to turn it off), I had to use their drill to unscrew the dishwasher from the countertop because power tools were beyond them, and they didn't put the oven in the slot but plugged it in and charged me for "installation." They said the dishwasher was damaged and needed to be returned. When I reviewed my driveway camera footage I saw them unpacking the dishwasher, put it on its back, look at it and then press down in the bottom left corner of the front panel. When they move it you can clearly see a dent THAT I JUST SAW THEM MAKE. They also said the fridge was damaged, but video footage shows it was never unhooked from the truck. So they must have known it was damaged prior to arriving at my house (they could have told me before I emptied the fridge). When I called Home Depot to get replacements, they said the installer would be calling me to reschedule a delivery....is the installer reordering the appliances? I requested to have the installation and disposal fee removed from my bill for the microwave and was told I would receive an email confirmation. I was also told I would hear from the installer in 24 hours. At the 25 hour mark I called Home Depot back and told them to just cancel the fridge and the dishwasher as I would go to Lowes and get it cheaper and professionally installed by them. I again did not receive an email confirmation for cancelling those items. I had to call Home Depot again to get the take away/disposal fees removed for the fridge and the dishwasher. I let the person on the line know that I never received an email for the previous 2 calls and she assured me I would get one for this call. Next day I went to Lowes and ordered the fridge and dishwasher. I never did receive an email from Home Depot about the cancellation of the items, nor have I received any information about the delivery service they used. I told the installer when they arrived that I have cats and they'll need to keep the door closed when they're not actively using it. They left door open and let one of my cats out and video shows the installer walking by my cat outside, not making any attempt to get him back in or notify me that he was out. After I told them to keep the door closed, and they acknowledged it, they just kept leaving it open. As far as I'm concerned, this was a concerted effort to avoid doing any and all work possible, but why? Did they know they damaged the appliances before arriving and didn't want to take responsibility? Maybe blame me for their inability to USE THEIR OWN DRILL? I was a fairly loyal Home Depot customer, but I will be going to Lowes down the street...

This isn’t a rant, just a serious disappointment in one of my favorite hardware stores. My wife and I were in the process of buying a house, we had everything lined out, we had purchased $7200 worth of flooring, almost a thousand dollars in tools, painting supplies, etc. Why? Because I love Home Depot and wanted to help keep them alive against larger competition like Lowes and such.

After the home inspection some serious molding was found in the crawl space, and the owner didn’t want to fix it properly and so we had to back out of the house purchase. We came back to return the flooring, which we were told we could. At first they said they couldn’t return the flooring at all, I was devastated. Then they said they could but charged me a 15 percent restocking fee.

I understand there is a process for these type of situations, but I know the manager had the ability to wave the fee, I was told this from the Pro services and another helpful staff member as well. I’m not a contractor, just a loyal customer and a normal person with a 10 month old little girl and a baby on the way and a van with a broken Air conditioner that needs fixed in July.

I tried explaining that this was all out of my control, but they still forced me to pay 880 dollars for the restocking fee.

Home Depot, you’ve lost a loyal customer, and it hurts to say that I’ll never be back to your stores, and from now on when I need flooring, lumber, paint, or anything else I’ll go to your competitors.

It may seem like a better option to charge your customers this fee for the short term, but long term it will hurt even more. And for management there, where is your heart when it comes to your customer base who spend thousands of dollars to keep your stores up...

I purchased a washer and dryer almost two months ago and I am still waiting to receive it. This store uses a delivery service, not their own delivery crew. After initially waiting a month for the items to come into stock, I received a call about a delivery during the middle of the day. I explained that I work during the day and would need an evening delivery. They DO NOT OFFER ANY EVENING DELIVERIES. This was not explained to me at the time of purchase. I assumed they would, because Lowe’s does and I’ve never had any issues with their appliance delivery. I was told that I could have the washer and dryer delivered on a Saturday. But it would be another week and a half before they had availability. I explained that is what I wanted. When the next week came I had not heard anything, so I called the delivery service to verify. They did not have me on the schedule and told me I would have to wait another week and half, again. I explained that I wanted my delivery on the first Saturday that I had agreed to, I was put on hold and then hung up on. I called the store to speak with a manager. He apologized, told me he would check the next day during the delivery service business hours and call me back. I have not received a call back from the store manager. Bottom line, worst customer service possible. Once they receive your money they don’t care if you ever get your product. I will be shopping elsewhere for all my future home improvement needs. I suggest...