“I never write review but felt I should this time. We are doing a complete home renovation and buying most of our stuff from Home Depot. In the last 8 months we have spent about $35 000.00 at Home Depot and still have about $15 000.00 more to go before our house is completed. To some this may not seem like a lot but to 2 seniors looking to get their home of 33 years ready to sell so they can retire it is a lot. Our latest experience with Home Depot delivery service was to get new appliances delivered. This round was $4 000.00 on Fridge, stove, dishwasher and microwave. The experience did not start out great with missed delivery date and many phone calls all with different answers (all in one day). The next day everything changed I called their Project Support Centre and was lucky enough to have my call answered by a lady named Nancy.
Nancy really took great care of us. She went above and beyond to find our items and have them delivered to us as fast as she possible could. She at no time made us feel like she had anything but our best interest at heart. She followed our delivery and then followed up after to make sure we were happy with the service she provided. I was about ready to give up on Home Depot but changed my mind after dealing with Nancy.
I am not sure if anyone from Home Depot actually reads the reviews that are left online but if they do you have a real gem in Nancy and are lucky to have her working for you.
We will continue to use Home Depot as our first stop for building supplies solely because Nancy showed us respect, compassion and renewed our faith in Home Depot.”
“Marium. I am so thankful for all you have done for me. You took care of all my appliances. The concerns, ordering. Help with delivery. You kept in touch with me by phone when needed. I appreciate all you did for me. Thank you so much.”
“I gave this a 5 star review because it's a 5 star on abuse towards a paying customer, 5 stars in negligence, 5 stars in zero accountability and 5 stars in lack of transparency. I ordered a double basin farm house sink on homedepot.ca and it was supposed to arrive over a month ago. It broke and I didn't get a call from them to say what had happened. After I called 5 times an associate at the store where I was supposed to pick it up( Home Depot Ancaster) read me the notes in the file. Someone from HD had written that UPS had to pay for the sink and order a new one, which no one did. I went on to order it and when then head office reordered one as well, and then I got an email saying one of the orders had been cancelled. My 2nd sink was supposed to arrive on Jan 7th, nothing happened. The tracking said that it had left Brantford on the 5th of January. After many phone calls an associate at Home Depot Ancaster named Donna, was finally able to track it down and clarify for me. The sink ended up in another store and they refused to return it to me! Best part is the Home Depot.ca , again neglected to notify me or reimburse me. It seems like they ordered another one. I don't have any information as to when my sink will be arriving. I cannot put counters in my kitchen nor backsplash- which is the least important thing in a kitchen. This is appallling behaviour on the part of a retailer. It's sneaky to not inform the paying customer what is happening. My friend had a similar experience at Lowe's. She bought a barbecue and it got delivered to the wrong store. A manager drove out there retrieved the barbecue and it was sold to them half price for the inconvenience and the got gift cards to the store and the garden centre. Now that's service! Next time go to Lowe's! Cindy”
“I purchased a bathroom vanity online from Bath Depot and paid for it with my credit card. Due to condo rules, I had to get a smaller size. I phoned Bath Depot and indicated I had to cancel the order. They cancelled it immediately over the phone and said it would be 15 business days to receive the refund. True to their word, the money was refunded to my credit card in that time frame. It was very easy to work with them and they did what they said they would do. A note for others, they do not provide a cancellation number. I just noted the name of the customer service rep I was dealing with and date and time of the conversation.”
“Ordered shower enclosure from Home Depot on line, Maxx shower. 1st 2 that came were defective, 1 had a gash in the back and 1 the mounting holes were drilled upside down. 3rd time lucky the enclosure was ok. This required about 6 months. Picked up a door for the shower, in stock item for home depot, got it home and it was missing all the mounting hardware, will return and special order when my blood pressure stabilizes. Home Depot good on returns but you can count on returning items 2 or 3 times until you finally get lucky and that weekend project, probably closer to a year when using Home Depot.”
“I place a farly large order for a backyard landscape refresh. All products ordered were in stock, per HD's website. Scheduled for a Friday delivery, as I had lined up some friends to help me on Saturday morning. No Friday delivery. Placed a hold on my help. It is now Saturday afternoon, and still no delivery. Customer service could not tell why it had not been delivered or where the order was. Everyone has other commitment on Sunday. A very nice day to work outside WASTED!!!”
“We purchased an American Standard toilet from Home Depot because the companies (both) have good reviews; however, the toilet kept running and wasting water and when I contacted Home Depot they said I could return it!!!!! Are they kidding??? I have already paid to have the toilet installed,
am I supposed to pay again to have it uninstalled in order to return it? Ridiculous!”
“Like most reviews, service is horrible. My elderly parents want to get storm doors installed and we requested 2 times in 2 months for someone to come and measure the doors and give us a quote. I was told 'it is a service we privide' both times when I requested the service order. Its been a month and a half and noone has contacted us. They should check every request to ensure it has been fulfilled and close if applicable. Many times I've visited Home Depot stores and there is never anyone around when needed. That is because they are all milling around the front snd chatting. Time would be better spent improving customer service by checking service requests and doing proper due diligence. Training staff would help also. It's not all about selling.”
“I bought a range, an over the range microwave and a fridge all Samsung, the fridge as soon as I plugged it makes a loud noise and I noticed did not cool properly so I called to reported to customer service within the 48 hours of delivery, unfortunately for me the agent that took my call did not recorded my complain since she transfer my call to someone else that supossed to call me back but that never happened and when I called them back it was outside the 48 hours and the agent Robyn told me so sorry but can’t not give you a new fridge so I had a technician that came and ordered a new piece that is broken in a brand new Samsung 16K fridge, calling directly to Samsung was worst since they totally ignored my call and my email complaining of the lack og quality control of that fridge. I should keep my old Amana fridge at least was not noisy and kept my food from perishing, last time I buy appliances from Home Depot.”
“Issues with getting a replacement box of damaged box of laminate flooring. Ordered 19 boxes of flooring, had to return one box damaged on skid in shipping process. Being special order, I ordered a new box the day before returning damaged one. Upon getting refund on my credit card for this one box, my order for replacement was cancelled. Again I ordered a replacement box. Notice came my order was ready for pickup. I arrived at the Homedepot order pickup desk and was feeling hopeful. Employees searched for 40 minutes while I waited for my 1 box of flooring . Could not be found, again reordered. Again and had my fingers crossed when email came in for pickup. Waited 30 minutes again there was a search on in receiving for 1 box of laminate flooring. Hooray! It's here , but not so fast.. this box of laminate flooring arrived package torn open all boards damaged. 😫 Meanwhile my flooring project sits and waits for this last box of flooring that has been ordered 4 times. I am being very generous giving the Homedepot Canada 2 stars. Worst service ever .Shipping and receiving really needs to get its act together. I month wait for this replacement box is unacceptable. My flooring project waits completion.”
“Just came back from Home Depot West Edmonton to pick up an order that was on hold for a month or so since we were on vacation. It was for our Christmas tree. Amount was $64 and I had my confirmation email and bar code to claim. However it wasn't released to me because I don't have a photo ID at that time. I offered the sales person by the name of Anna at the Home Depot West Edmonton to prove my identity by showing her my work business card and email signature to prove my identity yet she insisted that she needs my photo ID. No photo ID means no release of item. We are regular customers at Home Depot and she did not offer any other solution. I don't have time to come back to the store. My husband was with me and still she won't take his ID which had been presented to the store multiple times as we are online shoppers. As I got frustrated I've asked her to return the item and she did right away. I told her that you now believed that it's me as you took my instruction to return. As I understand that this is company policy for photo ID, this policy is a bit rigid to consider another proof of udentity. I also gave her an example that if someone had an order of $1 and the claimant forgot the ID, still they require a photo ID. It was a pity as a lost business for the store and for us not to have a Christmas tree. I hope Home Depot will get some coachings done to provide flexibility and for their associates to provide better advise and solutions rather than being absolute. IDs are needed to validate someone's identity yet even if I showed her the order email confirmation and QR, still she insisted to company policy yet she took my instructions to return the item. I hope that I am feeling wrong that I'm not discriminated because I'm a person of color. We have spent tens of thousands at this store and was just taken as a number.”
“Price was right, reason for 2 stars but order to be shipped to my home. Many of the item in stock at stores here near me in Canada but they shipped it from California on the other side of the continent. it took one week to leave C.A. and a few more days to make to mid west U.S.
at this rate will take close to a month to get here and will be to cold out side to intall it. I try to by from Canadian and U.S. companies as China not our friends but wow!”
“Went with Home Depot since i wanted to support local. Purchased a garage door in June since the bottom of my garage door fell off. Had to wait till last week of October for them to install it. If you decide to go through them be prepared to wait more than 120 days”
“Purchased a flex hose from them in summer of 2020 and needed to exchange in April 2021 because the tube inside separated. Again June 2022 same thing happened - went to exchange June18/22 and tell me it’s been over a year so they will not exchange this time. I explained because it’s seasonal they should honour the exchange - asked to speak to manager. Kirby the shift manager asked why I continue to buy this product … I explained it’s very light weight for me to handle . Proceeds to tell me he can’t do the exchange - close to $100 hose and feel ripped off again by home depot - Well, it’s the last time I spend my money on a store that doesn’t back up the product they sell - you’ve lost my business and my dads who currently spending $100,0OO in my home Reno costs - I’ll take my business elsewhere - very disappointed!!!”
“Very poor website. Text Says puch 1 for English but never works and repeats, could not track order and when called your customer service couldn't find it. I will never order online again ever.”
“BUYER BEWARE!
DO NOT PURCHASE ONLINE from Home Depot.I tried to purchase Item advertised in flyer at the store and was told it is an online item only.orderd online because I was told delivery of April 17, have proof. Item has not arrived, two tickets created, told lots of conflicting info, received email stating it was in transit, called and was told item is in Calgary warehouse and they can’t call shipper , they said they would email and don’t know when it will arrive . I have all documents including order pictures of order where it states delivery of April 17 , pics of phone calls , email where it says in transit etc etc”
“The list of problems with just one online order has been horrendous.
Over 9 hours of phone calls. Employees unable to speak clearly is a definite problem when trying to communicate issues that get further complicated when the employee speaks extremely fast with a strong accent.
However, the main issue is the number I was given to contact regarding a payment issue with my card ended up into an 8 day …… show. I was literally transferred to 2 departments that I had to figure out on my own, was the wrong department. Mind you, when asked for my Zip Code I knew I had been transferred from Canada to the US!
Long story short, the order was paid for and despite my proof of payment, Home Depot ignored my proof and just asked for another credit card # to charge.
The funds I paid were apparently, “on the back end”. To be distributed to the individual stores as the order was set for delivery!!!!!!
End of day, one order split into 3 and the stores themselves had no idea what was going on.
Right hand left hand problem and a nightmare for me.
Last time they lost my shower door (11 months ago), I cancelled the order and went and picked one up elsewhere, only for me to come home after work to find the shower door that could not be found, leaning nicely packaged up against the wall by my front door.!
I’ll never order again from Home Depot!!”
“Awful! 1 box of tile from 4 missing from order. Got a different answer every time I called. They are eager to take your money and have no interest in refunding money when items are not delivered. I “escalated” and was given a case number. No response. Their escalation is as fake as their delivery dates.”
“I was told delivery would be between 10am and 2 pm, no knock on the door, dropped gazebo off blocking an emergency exit and worst of all the delivery personnel FORGED MY SIGNATURE on the bill, this is inexcusable and unacceptable!!! Either Home Depot makes this right or i go to the police!!!”
