“Ordered a bathroom vanity that came in damaged. Arranged for pick up same day and it was picked up 2 days later. Did virtual chat with somebody on June 5 and it was confirmed item had been received and credit should be issued in next couple of days. It is now June 28 and I have not received by $1600.00. Tried calling customer support, did 3 chats and the virtual assistant transferred me each time but nobody picked up. Absolutely abysmal customer service!!”
“The extremely poor service and warranty fulfillment regarding my AC unit, purchased from Home Depot **two years ago** with a **10-year warranty** and a **2-year repair warranty**. The unit has developed a **condenser coil problem**, leaving my family—including my **three school-going children**—suffering in unbearable heat during their **final exams, school graduations, and critical end-of-year activities**. Additionally, my **tenants** are also enduring this unacceptable situation.
Despite multiple contacts with Home Depot and their contractors, the response has been **unreasonably slow**—taking **24 to 48 hours just to acknowledge the issue**, followed by prolonged delays for **diagnosis, part ordering, and repairs**. Each step extends our suffering, with no sense of urgency or regard for our health and comfort. My children have already experienced **heat strokes**, and the stress of this situation is affecting their academic performance and well-being.
### **Key Issues:**
1. **Failure to Honor Warranty:** The AC was supposed to be covered under warranty, yet the repair process is needlessly prolonged.
2. **Unacceptable Delays:** Each step (diagnosis, part ordering, repair) takes days, leaving us without cooling in extreme heat.
3. **Health & Safety Risk:** Young children and tenants are suffering—this negligence is unacceptable.
4. **Poor Contractor Coordination:** Home Depot’s service providers lack urgency and professionalism.
### **Demands:**
- **Immediate repair or replacement** of the AC unit under warranty.
- **Compensation** for the distress, health risks, and potential medical expenses.
- **Expedited service**—no more delays under the guise of "standard procedure."
- **A formal apology** for the negligence and lack of customer care.
This situation is **unacceptable** for a company like Home Depot, which prides itself on customer service. If this is not resolved **immediately**, I will escalate this matter to **corporate offices, consumer protection agencies, and online review platforms** to warn others about your warranty failures.
I expect a **response within 24 hours** with a concrete resolution plan.”
“I ordered a BBQ on line and paid for it and after three promises of delivery dates (and a month) still no BBQ, The last time I called the customers service department they guaranteed a delivery date and when questioned what that guarantee meant, considering two other missed promises of delivery time, I also asked why they couldn't call the courier to inquire why the BBQ was not shipped and was told they had no phone number for the courier then I was I was hung up on. I was not rude just asking a justified questions.
I suggest never to use the Home Depot Online process. Unacceptable and unreliable.”
“I’m disappointed with my recent experience with this company. I placed an order on April 23 that, unfortunately, didn’t go through until mid May after my follow-up, despite receiving confirmation at the time. What was even more frustrating was the lack of follow-up — I contacted customer service multiple times to inquire about the issue and request some form of compensation for the inconvenience, but received no response whatsoever until now in Jun.18
As a customer, I expect timely communication and accountability when things go wrong. In this case, I received neither. I had initially chosen this company based on their professional appearance, but my experience fell far short of expectations. I hope the company takes this feedback seriously and makes improvements to both their order fulfillment process and their customer service response times. And take care of my lost due to their fault.”
“Online order was to be delivered between June 5th to 7th, then updated to June 11th to 13th. When pressed, package was still on the floor in warehouse in Bolton on the 13th. It is now the 18th, have spent 6 hours on hold waiting for supervisor Mike. Mike told me he would personally call me on the 18th by 130 pm, At 3pm I called, he’s on break, called at 4 pm, it is now 510 pm, he’s on break for an hour. I still have no package and no idea if it has left Bolton warehouse.
I am a contractor in Southwestern Ontario and will NEVER shop at the Home Depot again.
Worst customer service EVER!!
Steve H.
Doesn’t mean anything being anonymous”
“Didn't ship for 4 days, told me it would be here in 2-6. Here i am on day 9 and finally track my item down and its going to be another 2 or 3 days. Not to mention the tracking said it was delivered the day *before* it shipped, 2 hours after the label was created. It was $25 more from Amazon and would have been here in 2 days. Last time I order from home depot.”
“Their on line each system is terrible. It didn’t allow me to just type in what I’m looking for. Instead it was forcing me to go by department then a sub group. Then searching manually through the various options. It was like when department stores stopped having escalators continuously allow to go up but forced you to walk around so you would have to see what was on each floor. Maybe that’s why they failed.”
“Ordered a Ryobi 40hp brushless lawnmower on May 25/25 now June 5/25 with no lawnmower delivered. With many calls made, still a waiting game. I paid for the product like many other customers, shouldn't be this long for service and delivery. Now at my cost, I'm needing to hire someone else to cut my grass.
It's time for Home Depot to step up to the plate, to make positive changes and addressing the issues of many unhappy customers. Start with your service and delivery department, since someone isn't doing their job.”
“Ordered a washer dryer online and needed to be installed but two weeks have passed and the installation team keep cancelling and changing the date without checking with me.”
“I purchased a patio door online on April 20th, order number 237946482. According to the Home Depot website, the door was shipped on April 29th and was supposed to arrive on May 2nd, which never happened. We contacted Home Depot repeatedly by phone but never received a solution to our problem. Days later, on May 14th, we received a call from the carrier Day & Ross in order to schedule an appointment for the door's delivery. We agreed that it would be on May 16th. For this purpose, someone would have to be at the house to sign for it. I then had to take time off work. The door never arrived. We called Home Depot, but that didn't help, so we went directly to the nearest warehouse for assistance. We spoke with the supervisor, Heather Anna Townsend, who was very kind and willing to help us. The next day, she called us and said she had done her best to resolve our problem but didn't have much authority since the purchase was made online. On May 23rd, Day & Ross contacted us to schedule another appointment for May 26th, which meant another day off work, and the door didn't arrive. Another visit to the warehouse. Another supervisor (Mike), etc. On May 27th, I called Day & Ross, and to my surprise, someone answered. I asked the usual questions. They told me that I would receive the door that day before 5 p.m. The truck driver arrived at 4:30 p.m., and my wife was home to receive it and sign for it, but the driver wasn't able to get the door out.
I arrived home shortly after, and the driver was waiting for someone to show up. I had to help him remove the door, and then, along with my wife, daughter, and the driver, we dragged it to the garage entrance.
Yes, the door finally arrived, but this experience marked a turning point for the positive opinion we had of Home Depot and its ineffective approach to solving these problems. I did business with Home Depot, not with the door manufacturer or the shipping company. That's why Home Depot must take full responsibility for everything that happened and correct the logistics failures of these intermediaries, which are becoming a disgrace to its reputation.”
“Delivery service is deplorable. Leaves your appliances on the driveway with zero regard for the product.
When asked if they could help move the product inside you get told “not my job”.”
“I received a gift card where the PIN was not visible once the sticker was appealed. The first store told me to go home and try to use a glue removal, which I did to no success. The second store gave me an email. I didn't receive a response so I started calling the customer care line. I was given a case number. I still am calling with no resolution.”
“Poor communication, extremely slow delivery times. Still haven’t received my order after 6 days and counting . Turns out now I have to wait another 5 days”
“I ordered 3 kitchen appliances, was given a delivery date and was told they would call ahead before delivering. One person delivered the fridge 5 days before given date where no one was at location. Our elderly neighbour was contacted by deliverer to open gate and elderly neighbour had to help the driver bring the fridge in up about 6 feet to porch, and into premise.... When I called to complain, it took 4 phone calls and 50 minutes before getting anyone to listen and accept this was unacceptable. One out of the 4 people, finally agreed to some lapse. I hope the refrigerator has not been damaged.”
“The low regard that this company has for its customers is unbelievable. Using a carrier with a one-star rating is not a great way to treat people. My shipment is over a week late, and finding a solution or answer is nearly impossible.”
“Great store but don’t rent from there. Rent from Rona their customer service policies are much better! I asked if I bought my supplies if Home Depot could call me when their rental van is free. They said no. I didn’t want to wait all day in the service centre for the truck. The guy with the grey hair said to me “there’s the door”. I left and went to Rona and bought $3000 of supplies and rented their truck instead.”
“Tried to call your Gloucester location. Impossible to get someone. Automated service kept hanging up or left me in limbo for extended periods. Very frustrating experience.”
