The Home Depot — Local services in Woodbury

I wanted to provide some feedback on a recent unfortunate experience we had in trying to purchase carpet from The Home Depot store# 2810 in Woodbury, MN with your advertised 72 hour guaranteed installation on the carpet we chose. We closed on our house on 6-14-18 and we were looking for a quick turnaround so we could get moved in while we had help available, so this deal sounded perfect for us. We started the process on 6/3 by picking out carpet and getting a measurement set up for the house we just purchased. The measurement was scheduled for 6/15 with a 3:30 to 5pm window. I left a message for the person doing the measurements after 5 and he called me back to tell me he was running late. He then called back at 5:50 saying he was on his way and that it would take him about 15 to 20 minutes to get to our house. He did a very thorough job measuring and finished at about 8pm. We went to the store on 6/16 and confirmed that the measurements were in the system, came up with the final cost and ended up having to place the order over the phone from the store because the computer system wasn’t working. I provided my credit card payment on 6/16, understanding that the payment probably wouldn’t go through until 6/18. I called the store on 6/19 to confirm status and was told that the payment had been declined by my bank due to the large payment amount, which I then got cleared up with them and the store confirmed over the phone that the payment went through and I received an e-mail receipt on 6/19 in the morning, so was expecting the carpet to be installed by 6/22 at the latest. I called the store on the morning of 6/22 because the installer said they didn’t have the carpet yet and I needed to check with Home Depot. I called and left a message for Bernie,who I believe was the manage of the flooring department. I then called back in the afternoon because I hadn’t heard anything back and spoke with someone who told me that the payment hadn’t gone through until 6/21 and that it would be 6/25 or 6/26 before it would be installed. I ended up having to use two additional vacation days from work based on that information I was given. I left another message for Bernie on 6/25 to confirm status because the installer once again said they didn’t have the carpet but I received no return call. We called again on 6/26 and after going to Bernie’s voicemail again we opted out and spoke to Leslie, who very much sympathized with our struggle and said that she would escalate to management. Assistant store manager Jim gave us a call back a short time later and said that the carpet had been on backorder and was now on a truck somewhere between Georgia and Minnesota and that he couldn’t tell us where it was or when it would arrive. We explained our frustration with this whole process and he said there was nothing he could do several times and that until after the carpet was installed he might be able to give us a $50 gift card but ONLY after the carpet was installed. Mind you it was over a $2,000 purchase. A short time later we finally got a call back from Bernie confirming that the carpet was on backorder and would possibly arrive at the Eagan warehouse on 6/29 and wouldn't be able to get installed until the first week in July. A 72 HR installation turned into over 2weeks. At no point was there any proactive communication on our order status, never informed about our declined initial payment and any other delays about our carpet being back ordered. We had to make several calls to both the installer and the store only to find out that nobody could tell us when our 72 hour guaranteed carpet installation would happen and with no sense of urgency in trying to make it right. We cancelled our order today and are left with the feeling that Home Depot didn’t care about losing our business, so wanted to bring this up as an issue and an opportunity for considerable improvement.

We sent a letter to corporate in June and it is now October and we have not yet heard from them. Would not recommend Home...

Ordered an $800 Grill a few days ago. Confirmed it was in stock at the store before ordering. It was supposed to be delivered yesterday but after speaking with the customer service representative was told that it was staged incorrectly at their store and didn't get picked up. Text tracking today and saw it was according to the status out for delivery. Just called the store and they said it was never picked up. I asked if there was anything we could do to remedy the situation before the holiday tomorrow, and suggested they comp the $19/hr truck rental for me to load it and take the half an hour round trip to deliver it myself. The store decline to help saying it wasn't their fault the order wasn't picked up even though they admitted it wasn't stage correctly for pick up the day before. Pretty disappointed from a customer service standpoint that they wouldn't help me out.

I'll be calling and getting a refund for my $800 order and ordering it from somewhere else now that no matter what it's going to be arriving after the 4th of July when I expected and needed it.

Edit: Called Customer Service and the representative offered me a $100 refund to keep my purchase. They had to call the store to get authorization (the same one that wouldn't help me out with the $19/hr rental truck). I ended up getting the refund and was told they'd deliver it next day (Monday). Monday rolled around and it never arrived. I called back and was told that the Saturday crew never called the delivery company to schedule a pickup from the store but was positively assured that Tuesday it would be delivered. 5:30pm on Tuesday, on my way home from work, I stopped by the store to ask a customer service rep (fairly helpful and understanding guy) the status. They returned after 5 minutes or so with my grill, the same one that was supposedly picked up and out for delivery by the shipping company XPO). Once again it hadn't shipped. They then immediately offered to comp the $19/hr rental truck for me. Turned out that we weren't able to lift the 200+ lbs grill high enough to load it and I would be responsible for unloading it by myself or trying to get neighbors to help, so unfortunately we had to find a different solution. I spoke with the Manager on Duty (great guy who was understanding and willing to help) and after a level-headed conversation with him he took my info down and said he'd have his GM sort it in the morning.

Wednesday morning rolled around and I received a call saying it would be delivered by store employees. 3 warehouse guys, who don't regularly have anything to do with deliveries, showed up in their personal truck to unload the grill for me. I gave them $20 for the hassle to help bring it around back and put it on my deck.

All said and done, my purchase was multiple days late, my request for a $19 rental was initially denied, then I was refunded $100, then offered the rental which I would have to unload myself, then had the grill delivered 6 days after purchase on a "next day delivery" by pretty cool warehouse workers instead of the delivery company. Whoever was in charge of scheduling pickups by the shipping company dropped the ball, repeatedly, and ended up costing everyone time and money.

Ultimately I'm very happy with my grill, but in the future I'll most certainly be shopping elsewhere like Fleet Farm or Menards, both of which...

Needed new bathroom floor and toilet. Flooring part went fine. However getting a toilet in was very stressful and unpleasant. First plumber picked up new toilet from Home Depot. He arrived and started taking the toilet out of the box. He noticed noise in the tank top box. He opened it and it was broken. He said I let HOme Depot know and get a new top. He took the tank part upstairs and found a bolt was crooked. He said he did the same toilet the day before and had the same issue. He said that toilet leaked, but he wanted to try this on once he straightened the bolt. It leaked once he got it in. He said I needed to order a new toilet and I said I don’t want the same one, I want a one piece. He left this leaking toilet in. I had to use 3 towels and keep checking it until there was no more water leaking. Right after he left, I called Home Depot and talked to Dave(David), who I have been dealing with at Home Depot for this project. I explained the toilet leaks and tank top is broken. I told him I wanted to exchange the broken toilet for a one piece. The plumber had told me to tell them I wanted an exchange. I gave Dave the description and model number of the new toilet. The price was the same and it showed in stock at the store. It was arranged so the plumber would come on a Wednesday. On Wednesday, no one came so I called the install contact. She said the plumber went to Home Depot and they said they didn’t have the toilet. I called and talked to manager Ashley. She found the toilet. I called the install contact and she said they didn’t have any one that could come out. She said they could come Thursday but I was going out of town so it was scheduled for Monday. Monday, they didn’t have toilet for plumber. He called me and I called Home Depot and talked to Dan. I explained the situation and told him I talked to Dave in flooring who I have been dealing with this whole time and Dave said everything was ready. Dan told me they didn’t have a Dave. He looked on payroll and didn’t see a Dave. Sorry, it is David. They finally gave the one piece toilet to the plumber. I had to make sure I was home 3 days to get a toilet put in which is ridiculous! The only complaint with the flooring is I paid like 50.00 for the transition piece to match the floor. It was about 5 feet long, but they only had to use a couple feet. They didn’t leave the extra with me. I didn’t think about it until a couple days later. I could have used...