“I placed an on line order. After one week, the order had not shipped. Indeed, under "My Orders" it did not even appear. I decided to go to the store and get the product after all. I then started to try to contact Customer Service to cancel the on line order. I attempted to call the 1-800 number. I was informed the wait time was over 60 minutes, and it was recommended to send a text. I followed that recommendation. Every day, I would send a text stating that " I am still waiting". After a week, I got a text telling me that this means of contact was no longer supported. I then got an email telling me that the order that was not on my profile had shipped. I know Covid-19 slowed things down, but, it is no excuse for out and out lies, incompetence and disregard for normal customer support. Completely unacceptable.”
“Home Depot advertises “Same Day Installation” if you order before noon for their water heaters. The house we rent out to tenants had their water heater break Sunday morning, so we placed our order with Home Depot on Sunday, understanding that they don’t do installations that day but assumed it would be done Monday because of the “Same Day” policy.
We were told to expect a call early Monday morning, no one called. When we followed up with the store, they said someone would reach out within the next couple of hours. No one did. After finally calling around everywhere (transfers, holds, and given various phone numbers), someone told us they would be out to do the measurement later in the day and if everything went well, they’d proceed with the installation. Someone finally came by in the afternoon to do the measurement but said there was no time to do the installation. We were told that our order should show up in the work schedule the following day (Tuesday/today), so we requested that it be done in the morning as this is an emergency situation. The installers made note of it and left.
When we called this morning, our address was not on their work list schedule and couldn’t provide further information. When we reached the store, no one there was of any help and couldn’t explain what was going on because they don’t deal with it, it’s the installers that do. Then we get a call from the store that our initial quote was wrong because the Home Depot associate on Sunday forgot to charge a labour fee, so our installation fee went from an estimated $480 to $590 because of their mistake (the associate had quoted that most installations cost around $500, so I’m not sure how he was off by almost $100). Now we’re being told that *maybe* someone will be sent out tomorrow to do the installation.
My dad has taken off work each day this week to get this sorted out and be there when the installers come, meanwhile Home Depot has just been giving us the run around. Had we known that the installation fee was that much and that they were incapable of doing the installation within a set time frame (same day?), we would’ve gone with another company.
Does Home Depot plan on giving us any sort of compensation for all their mistakes, delays, missed work time, and inconveniences to the people going without hot water for days now? I doubt it, but I’ll update the review more positively if they do. As it stands now, I’ll be sure to tell everyone to stay away from using their services if they are unable to resolve and apologize for this accordingly.
Those that were considering using their installation services – look elsewhere. This is specifically in regards to the Meadowlands Home Depot, so anyone in the Ancaster/Hamilton region, stay away, as they probably use the same installers for the area.”
