Calling Home Depot….

This Atlanta-based home improvement chain likes to promote its friendly customer service. But I get a steady stream of complaints, particularly about installations, that suggest the image is just skin-deep.

Dick Smyth, a well-known Toronto CHUM radio personality who has retired to cottage country, still rants about controversial issues that cross his path. His latest email to me was about his unhappy dealings with “Big Orange.” I’ve posted it as a comment below.

He’s annoyed about the lack of access to contact information for complaints.

The front office is unable even to provide either an e-mail or postal address at which I can complain. A dissatisfied customer apparently is a new experience for them.

That made me dig up an email I got from a former Home Depot employee. He spilled the beans on how to get head office to pay attention.

Any customer of the Home Depot who is not getting the service or attention they deserve can call the “Ben Hill” line (the toll-free number is posted in every store at the customer service desk). When the rep from “Ben Hill” calls the store manager back, things start to happen in a hurry! Trust me on this!

I worked at the phone order desk at three Home Depots for 6 years and I know that store managers live in healthy fear of “Ben Hill”. These calls are monitored at head office and figure prominently in managers’ performance evaluations.

So, I had to ask: why Ben Hill? Here’s what my whistle blower said:

In the Home Depot context, it’s an invention. But there WAS a historical “Ben Hill”.

Somebody from Home Depot liked the name, which is also the name of a county in northern Georgia. They thought it conveyed an image of a wise old uncle who could soothe ruffled feathers and right wrongs.

The Home Depot gave the Ben Hill department a lot of autonomy and the authority to make pro-customer decisions without being under the thumb of some desk jockey manager at head office. Ben Hill reported only to the company president.

Their office was not at company headquarters (but it was in the Atlanta area) and no one at head office except the CEO knew who worked there.

When a Ben Hill rep calls a store manager and tells that manager to do some particular thing, the store manager can do what Ben Hill says without getting permission from either the district manager or from head office.

Finally, I asked Tiziana Baccega, a spokeswoman for Home Depot Canada, if this was true.

Hi Ellen, this is true. It is our Customer Service phone number and anyone can call 1-800-668-2266 to reach the Canadian call centre.

Here’s the response from Dick Smyth:

They sure as heck didn’t have “Ben Hill’s” number at the Bracebridge store. But if nothing else, it provided grist for my radio comment.

June 14, 2008
It’s a question of bang for a buck.

I’m currently jumping through hoops with one of the big stores over a stove warranty. Never mind… it would take much longer than my sixty seconds to explain.

Quite coincidentally, my pressure washer expired of old age. I decided to buy a new one… not at Big Orange (as I’ll call it) — who needs another hassle? — but at Canadian Tire.

A week later, the same washer went on sale for seventy bucks less. CTC has a policy of refunding the difference but I was one day past the deadline. No problem…zip…swish… click…and my card was credited with the difference.

Bottom line? I’m PO’d with Big Orange. They lost one sale already and many more in the future. And guess who we badmouthed at our Saturday bar-b-que with several friends.

But I have a fuzzy warm feeling about Canadian Tire. I may have cost them seventy bucks. But that bought a really happy customer who will spend that several times over in coming months.

And who praised them to the sky at that same bar-b-que.

Author: Ellen Roseman

Consumer advocate and personal finance author and instructor.

116 thoughts on “Calling Home Depot….”

  1. Unbelievably nice, unbelievably incompetent and ineffective.

    I bought a portable air conditioner from Home Depot store in Ontario on June 25th. Took it over to my handicapped sister’s to install on June 27th and upon opening the box found that there were several parts missing.

    Packed it all up again and took it to a closer Home Depot, where they were all sweet as sugar and said “sure, no problem, we’ll give you another one, deliver it and not charge for delivery (very nice, I thought).

    However, there was one caveat. They had to credit my debit card for the first air conditioner and process a new transaction for the replacement.

    So, away they go to refund my debit card and guess what????? It is now Wednesday afternoon and Home Depot still has my $449.76. My bank account has still not been credited THREE DAYS LATER!

    I was on the phone with the store yesterday and have been on the phone all morning, trying to find SOMEONE at head office in Toronto or Atlanta to rectify this situation.

    The corporate response in Atlanta was “we know we have a problem with debit cards sometimes, sorry, it will take 5 to 10 days to appear in your bank account”.

    NICE!!!! Way to tackle a problem, Home Depot. Never again.

  2. I ordered a washer and dryer from Home Depot. The sales representative was very friendly and explained that I would have my new appliances within seven days. Seven days later I received a phone call, my new washer and dryer were in. Unfortunately, I was home alone so I asked my father and brother in law to come help me pick them up.

    When we arrived at the store, I waited 45 minutes for someone to actually even acknowledge the fact that I was there. Next, a very polite young man brought me me dryer (which, by the way, said DRYER in big bold letters on the box) and explained that he would be right back with my other appliance. Sure enough, 5 minutes later he comes back. Unfortunately, he came back with another box that said DRYER in big bold letters on the side.

    By this point, I was very frustrated and was going to get my refund for the appliances and go somewhere where the pre-requisite for a job is that employees can read simple words like “washer” and “dryer”.

    In any case, after digesting the fact that I did get a good deal on the appliances, I decided to take the dryer home and ask if they would at least be able to deliver the washer to me. The woman at the counter explained that they would absolutely be able to do this for me and that I would either have it the following day, or at the latest, on Saturday morning.

    I am a teacher, starting work on Monday, and need to have the washer delivered before starting work again. That was the only reason I decided to keep the appliances in the first place!

    So it is now Saturday morning at 11 am, and I have been on the phone with local Home Depot associates since 9. It was not until I called the Ben Hill line that I got results. Our local Home Depot had me holding and calling separate numbers and waiting for them to call me back for 2 hours.

    Finally, the guy I spoke to from the Ben Hill line called the store himself, contacted the store manager, and figured something out so that I could have my washing machine by Sunday at least.

    I am very pleased that something will be done for me and that Home Depot will get me my appliances, BUT I do not believe that I should have had to become so frustrated and do all this calling around for results.

    On this note, sorry Home Depot, but I will never shop at your store again, and I promise, this experience WILL be the topic of many conversations to come.

  3. In May 2009 I purchased 3 fridges from Home Depot for our business. I was talked into applying for the Home Depot Credit Card because they had no payments, no interest for a year (a good deal I thought!).

    Before applying for the card, I made it very clear to the salesman that I needed them by a certain date and he promised me they would be there.

    The next day, I receive a call from the manufacturer who says the fridges have not been made yet and will be a minimum 14 days. I tell her to cancel the order. She apologized and says she works for the manufacturer. I would have to call my local HD.

    I call twice, both times on hold for 20 minutes. Finally, customer service answers. I explain the situation and she asks for the credit card #. I don’t have a # because the card has not been issued yet. They tell me to call back when the card comes in.

    First statement comes in. I call the store and they tell me they have the info and will reverse the charges.

    Second statement comes in. I call and they tell me it takes a while.

    Third statement comes in. I call. They’ll look into it.

    Seventh statement comes in. I call. They’ll look into it.

    Tenth statement comes in. I call and speak to a manager who ensures me he will take care of it.

    Twelfth statement comes in. I call and ask to speak to the last manager, who’s no longer there. Speak to another manager, who tells me to bring down the statement, leave it with customer service if she’s not there and it will be taken care of.

    I bring the statement down and she’s not there. I explain the situation, leave the statement with her name on it, cut up my HD card at the counter and leave. I assume it’s been taken care of.

    In the meantime, I keep seeing this 800# on my caller ID at home with no messages left. At 8:40 a.m. on a Monday morning in late August 2010, I answer this 800# and it’s HD Credit Services wondering when I’ll be making a payment on my acct.

    To make a long story a little shorter, HD Thunder Bay finally reversed the charges on Sept. 14, 2010 (16 months later).

    On Oct. 2, 2010, HD Credit Services reversed the $732.30 in interest charges.

    On Oct. 21, 2010, they finally issued a new credit report to the credit bureaus, saying I don’t owe them any money.

    I’ve had repercussions from this HD credit card with no interest, no payments for a year: MBNA Canada reduced my credit limit by $37,800; I was declined preapproval for a mortgage; and my frustration level and blood pressure have reached an all time high.

    Will not step foot in HD Thunder Bay as long as I live.

  4. I hired home depot roofing inc to install and new flat roof on my commercial property in downtown toronto…The estimator gave me a cost price of $19200 no payments no intrest of one year. They used the 1 yr no payment trick to get this job. Even though i had a few other quotes cheaper by 2- 3000$ i thought it would be better to go with a bigger company. Boy was i wrong…as soon as the job started i got a call from a project manager that there is a few more layers of roofing material to be removed…i am already paying for 2 , and now there is 2 ( another scam they have to overcharge clients) total additional cost $5000
    i refused to pay for it .they told me they will negotiate once they are done the roof. After taking almost 2 weeks to do the roof…they almost took another 2 more weeks to install the eavestrough …by which there was a major rainfall and my basement apt tenant had his apt flooded..i had to pay to replace his mattress for about 500$.. home depot refused to pay for this as well. Soon after , i had another project manager come to me with another invoice for 7000$…now the 2 removed layers had become 3 layers…can u believe this guys…on top of that i went up the roof to see the job they had done, they had left the old skylight on the roof. one part of the roof has a lot of standing water so it hasnt been sloped properly, they did not replace my gutters with gutter guards as agreed too when i signed the contract. They told me they are going to come and fix whats remaining..i waited for 2 weeks still no reply…i recieve my home depot card statement 2 days back and it has a charge of $ 26000 on it..even though the work has not been completed in full, and no authorization has been given to them to remove the funds..also the card had a limit of 20k for the roof, dont know how they forced 26k on it. I called home depot credit card department to reverse the unauthorised charge. they transfered me to the store who put on the charge and am going back and forth in circles..

    also i found out there is no 20 yr warranty like the estimator promised .they only have a 5 yr warranty on the roof and labour what a ripoff….

    My experience has been anything but pleasant
    avoid home depot roofing at all costs….and do not get sucked into no intrest no payment for 1 yr 15 % off deals…they are all scams..

    i got 3 other properties that i need to do a lot of modifications with , home depot lost all my business for over 100k..and much more if guys read this posts…am going to avoid buying anything from them and moving all my business to lowes

  5. Do not sign your name on any contract…these contracts really do have to be read by a lawyer they have all sorts of tricks on it.

    after more digging , there are thousands of complaints about home depot roofing inc and other home depot installations..most jobs are sub par and has thousands of unhappy overcharged customers. I dont know why they are still allowed to be in business..have lodged a complaint with bbb, and am proceeding with a class action lawsuit.

    this reminds me of a moving company scam that had been going on in toronto. Those guys are now behind bars and all their proceeds of crime have been confisticated. The same thing has to be done with home depot..and all their stores need to be shut down .

    the sales guys are paid poorly are are being forced to sell these overpriced products on 8 % commission. They make up all kinds of excuses and once you have signed on the dotted line..those guys dissapear out of the picture and u have to deal with the 1800 number…

  6. We ordered custom blinds from Home Depot Installation Services on 16 July 2010 for our new home. It is now 24 November 2010 and we are still without blinds and Home Depot has ‘gone dark’ on us. Of course we had to pay half the amount up front to submit the order back in July. An order did come in on 23 October, but it was completely wrong and the installer had to pack up. We were promised that the order would be corrected within 3 weeks.
    With no communication from Home Depot (despite our persistent efforts) we are now looking for a way to get our deposit back in order to go with another company. Any help would be appreciated from anyone.

  7. Hi Ellen, I too had a disastrous Home Depot experience. I don’t know where to begin. But it all started out with a salesperson who had no idea what I wanted, but wrote me up on a contract anyhow. The products arrived, and sure enough, like I had feared, it was completely wrong. THe product was just wrong in colour, and wrong in finishings. Trying not to make a long story here. Ultimately I refused the installation and its as simple at that. BUT they had my deposit, so I am bound to continue with the process I was told at the store. SO, I had explained to HD exactly what I wanted and it was re-ordered. SURE ENOUGH, when it arrived, it was wrong again, and they installer knew it before I got to look at it. As soon as I set eyes on the products, I just couldnt believe my eyes. About 16 weeks had gone by. THere is a happy ending to the story Ellen. They sent one of their top guys named Andrew Spurvey to visit me in my home. He knew the whole story, but listened to me anyways.. for lets say 2 hours! What he did do, as I was told he would, was cover every single detail about my order with a fine tooth comb and reaffirmed with me what it is exactly, that I wanted. He said that my case was quite rare that someone completely drop the ball like this. Well, I wanted compensation. I wanted compensation for time off work, I wanted compensation for delays in the order etc. He offered no compensation citing reasons like how they’ve already suffered a tremendous loss on the first two orders being mis ordered. (somewhere to the tune of $30,000). He explained that these products could likely end up going to Habitat for Humanity. He explained that he didnt want to see HD take any more “hits” associated to this order and would prefer giving me a refund of my deposit rather than take any more losses. So, I was fuming and expressed some frustration towards him. Then something happened. I could feel that he truly felt bad about the situation. Im not sure what it was what he said from there, but it goes something along the lines of how lets think about how these order screw ups are going to find themselves a home anyways.. to maybe someone in need (they dont go to the garbage).. and lets think about how lucky we are to live in Canada and how there is so much suffering in the world out there and life could be worse.. now in typing this, it doesnt sound very good.. but its just the way he said it.. he is right. Life could be worse. So I went ahead with the job, the installers took extra care I could tell. It did work out in the end. Because its a big company like Home Depot Ellen, we sincerely believe that this was a much better route than taking a chance with a smaller independent. In the end, I got exactly what we thought we ordered.

  8. I ordered the cabinets (Gatsby Arctic White) May 6th 2009 when they went on sale. They were special order due to the sizes I required.

    No surprise, some were on back order. They had also ordered the incorrect size for the counter top, so there was a 3 week delay while a new piece was made.

    I understand we are all human and errors occur, so I took that in stride in spite of being without a kitchen or running water in the kitchen for close to 6 weeks.

    In June, I was informed the manufacturer may be up for sale. The company was slowing down production and there would be a 12 week wait for the missing pieces. Usually when ordering cabinets, it was only a three week waiting time.

    Also, I was given the phone number of the U.S. distribution warehouse and told to deal directly with them about the missing pieces, as they felt the distribution centre would respond more quickly to the customer.

    All along I have questioned this process as I feel, as a customer purchasing from Home Depot, it should be their responsibility to resolve this problem, instead of putting the onus on the customer. This experience has resulted in many hours of my time and added stress.

    Then, in July, I was advised they are no longer going to manufacture the door style I had ordered, as it was discontinued. But apparently, I was still going to be receiving the doors.

    I finally did receive the remaining doors at the end of September and early October. One was damaged. So again I would be waiting 12 weeks for this one door to be replaced.

    I had heard nothing from Home Depot regarding the status of this door, nor had I received it so last week (Jan. 6th), so I called to inquire on the status.

    If you have ever dealt with them, you know there are only one or two people that can actually find out any information regarding the status of special orders, and neither were available. The assistant manager would have to have look into it and get back to me.

    They had the area sales rep call me (Jan. 7th) to inform me that the manufacturer was not making it and they were making other arrangements to get the door made and there were others in my situation (little consolation).

    So I have been sitting here for 12 weeks, thinking a door was on its way, only to find out it wasn’t and they could not give me any idea of when I would have one.

    On Jan. 10th, I spoke to the manager again and was told he would speak to the rep and get back to me by the end of the day, but he didn’t.

    On Jan. 11th, an assistant manager (now the 3rd managerial person I have spoken to) called to say he had spoken to the area rep to try to get an answer for when the door would be available.

    This is unacceptable. I feel I have waited long enough and there must be another solution to this problem. It has been 8 months and my kitchen still sits incomplete.

    Any time I have voiced my discontent, I am basically told sorry for your luck, there is nothing we can do, keep waiting. Never have I been offered any alternate solutions or compensation for this deplorable situation.

    I find it hard to believe the staff responsible for sourcing products for the stores would not have been aware of issues at the manufacturer before. Why then would the sale not have been limited to the regular stock merchandise that was readily available?

    At this point, I am so angry that I would not believe them to tell me the truth. I tried to talk to the corporate office, but was directed back to the local store.

    The 15% that was saved with the sale has not been worth the frustration, aggravation and the many trips to the store to return items, pick up replacement items, discuss issues with the the supervisor, having my contractor make extra trips to install these pieces bit by bit, etc. that I have encountered.

    If Home Depot is having supply problems with the manufacturer, that is their issue, not mine. I do not feel that should be passed on to the customer and the customer be penalized by waiting an unreasonable time for merchandise.

    I bought them from Home Depot, not the area rep. They should be looking at alternatives to providing me with a door.

    It really is sad that customer satisfaction has become a thing of the past.

  9. To Andrea and Andrew James: Your story raises more questions than answers.

    Let me see if I have this straight: HD screws up your order twice and then sends this character named Andrew Spurvey (was he from HD or the installer?) over to your house in hopes of finally getting your order straight.

    This Spurvey character has the gall to suggest that he would rather give you a refund than risk submitting another order and have it be wrong again, just because he doesn’t want HD to lose any more money on you?

    Wow, that’s quite a creative solution in dealing with an unhappy and frustrated customer – just give the client their money back because you fear your company is going to keep screwing up if another attempt is made to make things right.

    That’s terrible! Is that the customer service mentality of HD and/or Andrew Spurvey? Awful!

    And to make matters worse, this Andrew Spurvey guy also tries to soft-soap you by telling you that you shouldn’t feel so bad about the screwed up orders because the wasted product will go to Habitat For Humanity, blah, blah, blah, and there are starving children in China, blah blah blah.

    Really??? That was supposed to make you feel better??? Does HD train its reps to use that line every time it screws up an order? That would be funny if it weren’t so sad. What’s definitely sad is that it appears that you fell for his soft-soaping hook, line and sinker!

    Andrea and Andrew, your story doesn’t help restore any confidence in HD. Actually, it makes me want to steer clear of them for anything other than buying some nails or a toilet plunger.

  10. To Roger M, thank you for your input.

    Andrew Spurvey was and is the most sincere guy I have ever met in service and retail. He didn’t feed me lines. He fed me sincerity.

    I am the one who dealt with him and not you. After dealing with him, I got exactly what I wanted in the end. In fact, we have become friends and he and his wife took us out for dinner and we had quite a nice evening together.

    My reason in writing the post was to let everyone know that my negative experience turned around and became a positive.

    The original sales rep was new to his job and made some human mistakes. I have made mistakes at my job before and I know what it’s like.

    The bottom line is this. If we had gone with a smaller independent, we would have been battling it out in court, burning too much of my energy.

    I am happy I have gone with HD and would use them again.

  11. Here are your words:

    “He explained that he didnt want to see HD take any more “hits” associated to this order and would prefer giving me a refund of my deposit rather than take any more losses. So, I was fuming and expressed some frustration towards him. Then something happened. I could feel that he truly felt bad about the situation. Im not sure what it was what he said from there, but it goes something along the lines of how lets think about how these order screw ups are going to find themselves a home anyways.. to maybe someone in need (they dont go to the garbage).. and lets think about how lucky we are to live in Canada and how there is so much suffering in the world out there and life could be worse..”

    I laugh every time I read the above. If Andrew Spurvey was a manager in a restaurant and he was handling an irate customer who repeatedly got the wrong food order, would he just throw up his hands and say to the client, “Sorry, Mr. James, I’m afraid that my cook will send out the wrong food again, which will cost my restaurant money, so I better just cut my losses now and send you on your way. Oh, and don’t worry about the glass of water and bread, I’ll water the plants and feed the birds with them. Oh, and don’t feel too bad that you’re going hungry tonight because you’ll probably eat tomorrow, which is more than can be said for the starving children in Ethiopia.”

    It’s great that Andrew Spurvey did finally agree to make things right instead of just giving you a refund (as you claim he was tempted to do—your words, not mine), but it sounds downright odd for him to even muse aloud about giving you a refund instead of just keeping his mouth shut and fixing things once and for all.

    If I’m an angry customer, be it at a restaurant, a mechanic, or the Home Depot, I don’t want platitudes at any point. I can fully appreciate that mistakes can happen and I’m flexible enough to allow the company at fault to fix their mistakes, but if a company’s agent has the nerve to tell me that I shouldn’t feel so bad about an error they made because there’s so many other miseries in the world, well, someone might have to restrain me I’d be so mad. I read the paper and watch the news. I know full well that war, poverty, disease, and famine are bigger issues than a screwed up order at a hardware store, so I don’t need the likes of Andrew Spurvey trying to tell me that.

    Enjoy your dinners with Andrew. Order the filet with lobster!

  12. The only store in the universe that carries Rigid Tools is HOME DEPOT. They are the Home Depot line of tools.

    Master Craft is Canadian Tire, Craftsman is Sears and Rigid is Home Depot.

    Why then, after having purchased an impact driver, complete with charger and 2 batteries, (lithium ion – 18v), am I having issues in exchanging the charger and batteries for one which will actually work?????

    Currently I can charge the batteries until the indicator light turns green. With this fully charged battery, I can drive eight 2 inch screws before the tool dies (both batteries are the same).

    My tools are kept in my heated shop and are as clean and well maintained as when they were purchased six months ago.

    When I spoke with the young lady at the HD customer service department regarding the replacement of the tool, she asked for the receipt (which I do not have). I was told that without a reciept she could do nothing for me.

    I pointed out to her that it is a Rigid tool and that HD is the only carrier of the brand. She said she could refer me to the repair shop, where they refer customers who do not have receipts for their purchases.

    At this point, I ask if there is someone in management that I might speak with. She said the manager wasn’t in at the time.

    The tool was purchased for $350 and was supposed to have a warranty. The tool looks as if I just opened the package because of what my wife refers to as my O.C.D. tool care habits.

    I don’t want my money back. I just want a charger and batteries to run my impact driver. What can I do now to resolve this matter???

  13. Roger M

    If I had gone with an independent do you think I would have got my deposit back as an option? No. Do you think they would be willing to go spend another bunch and take a chance on me still wanting to pay them in full. on time.. etc?

    No matter what. If you got something to bitch at HD for, well there always is another orange store around the corner that you can stop in and bitch. Its not like Home Depot is going out of business anytime soon. Point is. They will be there.

  14. To Andrea & James:

    I don’t know exactly what you were having installed; you didn’t specify. Let’s assume, for argument sake, you were getting some new windows or doors installed.

    You imply that going with a non big box store is risky because they won’t back up their work. What an odd claim! This page that you and I are posting on is devoted to complaints that people have about—–wait for it—— Home Depot!

    Did you bother to read their posts? Where was their \Andrew Spurvey\??? Google \Home Depot complaints\ and you’ll be reading all day and night about the lousy service that Home Depot has provided throughout North America.

    As a matter of fact, there’s even an entire website devoted to Home Depot horror stories ( Would you see this many complaints if Home Depot was always so quick to make things right? Nope!

    So you still think Home Depot and other big box hardware stores are the be all and end all when it comes to home improvement installations?

    Check out Query any trade on the Homestars site and you’ll notice that it’s independent contractors that rank #1 in client satisfaction. Pray tell, are these the contractors that you sarcastically refer to as \orange stores on the corner\???

    Suggesting that businesses like Home Depot are more customer service driven simply on the basis that they are a large chain is akin to suggesting that people should restrict themselves to eating at McDonald’s or Swiss Chalet!

    You’re right, Home Depot isn’t going out of business any time soon, but smaller independent contractors can’t afford to screw you around either because they need good word of mouth and referrals to help drive growth.

    I’m not saying you should pick your next installation job by doing eeny, meeny, miny, moe in the yellow pages. You have to do research!

    Upon researching Home Depot, the results aren’t pretty. I’ll take a top ranked \orange store\ around the corner that ranks #1 on Homestars instead.

    Enjoy your Easter ham with Andrew Spurvey!

  15. On Feb. 26, my wife and I visited the Home Depot store in Ajax. We saw a four-piece patio set we liked and which appeared to be a very good deal.

    There were many of the item in stock, but getting it home would be problematic, as we have a small vehicle. We looked into the van rental service, but ultimately decided to try to purchase the item online from

    I placed the order that same day. Aside from the initial order confirmation, I heard nothing from Home Depot for several weeks.

    On March 18, I finally called customer service number for an explanation. The representative expressed confusion as to why there had been no action on my order. He said he was “reopening the file,” whatever that means.

    After some furious typing and time spent on hold, he came back to assure me that the item had been back ordered. However, the shipment had been received in the warehouse that day and my order would be fulfilled and shipped no later than Tuesday of the following week.

    On March 25, my wife received a call from Home Depot saying the item was “no longer available” and encouraging her to place an order for a similar item.

    They actually tried to sell her a more expensive item, and after some discussion, they eventually offered the item for the cost of the original item. She said she would talk to me and I would call back.

    When I called back, I was cheerfully informed that the item had been discontinued but I could have a “better” set for the same price. I calmly explained that, no, I wanted the item I had ordered and had been promised.

    When I cited the conversation on March 18 in which the rep told me the item was physically present in the warehouse and would ship out that week, she was dismissive and said, “Well, I don’t know what to tell you. I don’t know why he said that. The item is no longer available, but we’re offering you something better for the same price.”

    I explained that in addition to wanting what I had ordered and had been promised, I also did not like having been misled about the item being accounted for and ready to ship. She transferred me to a supervisor at my request.

    The supervisor sounded sympathetic, but was ultimately unhelpful. She, too, seemed not to want to discuss the fact that I had been misled, and seemed to want to redirect the discussion to selling me a “better” set for the same price.

    She ultimately apologized for the confusion, but claimed she was unable to do anything more than offer me a comparable product.

    When I asked why it had taken so long to communicate the problem to me, she said, “I only found out today that the product had been discontinued by the vendor” and no action is generally taken on back orders that do not arrive; the customer must simply wait and wonder.

    She became very uncomfortable when I redirected the conversation back to my call of March 18 to discuss why I had been lied to. Having to answer to this, all she would do was to apologize.

    I thanked her for her apology, but described her overall response to the situation as inadequate.

  16. Home Depot contractors are a joke. They take your money and promise you service in 4-8 weeks. It’s been 6 months now and finally taking contractor to small claims court. THANKS TO HD!!!

    It all started Oct 9, 2011. We wanted glass railing installed on our deck and two doors.

    Contractor came out twice for measurements. Came on a Sunday to pick up 3/4 of money (it was needed for supplies).

    I went to HD the next day and asked about this money up front. The ASSISTANT MANAGER said that was how contractors worked and that this contractor was a good one!!!!!

    We got estimate of $6,700 for both projects. We were promised first week of December 2010 that this would be done.

    We had to continuously call to find out when it was going to be installed. Christmas came and went with excuses like:

    Doors are custom orders and it takes time (which is bull – had two other companies come in and they didn’t say my doors were custom orders)

    Company for railing closed down for Christmas

    Railing got bent and sent back

    Powder company closed and had to find new one

    Cold weather

    Waiting for glass to be cut

    And all this time we had to hunt them down and ask the questions. In February, we find the guy at Superstore that came to do measurements (contractor’s friend) and the guy didn’t even recognize us or who the hell we were until my husband said its “The Fishers and gave our address” and you should have seen the colour change on his face. He said oh yeah, I remember, and all of a sudden in a real hurry, mysteriously, his shopping was done!!!!! he was so out of there!

    This was a red flag for my husband, who phoned the contractor and told him to get the job done by end of February or else give our money back.

    End of February, contractor phones and says they’re just waiting for the glass, which will take another week.

    My husband said absolutely not and give our money back (by this time our patience was done). We asked them to drop off the railing at Home Depot – no reply.

    We sent them a registered letter to say we would take legal action if no response. AGAIN NO REPLY.

    Went to HD and talked with the asst. manager (same dude that reassured me in the first place) and he put me thru to the contractor mediator?? He tried to sort it out but said because we refused to wait another week it would cost us RESTOCKING FEES AND the original quote went up by $2,000!!!!!

    Here’s our beef…if there was product, why was it not delivered when asked for it?? And because we asked for the job to be done, it’s going to cost us $2,000 more?

    After another month of wasting of time with HD trying to figure this out, they tell us it’s between the contractor and us to come to an agreement.


    HD will never see a penny from me. As for BBQ talk, guess what the topic will be???And with every person I see renovating, I will personally come to a dead stop and tell them my story.

    I’ve seen peoples’ houses being built in this time frame and I can’t even get a glass railing done??

    ANY ADVICE OUT THERE? Oh by the way, these contractors claim they have INTEGRITY!!

    Don’t shop at HD.

  17. Man oh Man, as bad as all these posts are, I shook my head as I read them all, just not in surprise. And not one shred of diminishing your experiences in any way whatsoever, I promise you that.

    I can see it all and if anything it’s all understated. No one could top the over $10,000 experience panned over 2 months of the renovation shopping nightmare endured at the Midland Home Depot for my benefit.

    My head is still reeling in disbelief at the neccessity of one person, let alone an entire company, actually getting EVERYTHING wrong, even working in large groups on one order.

    I am in the process of writing the book of continuous events. The hardest is to know where to start without uncontrollably buzzing your finger in front of your lips, babbling so you don’t start turning green any moment, and looking for the rubber room indicator signs.

    I am forwarding a complete moment by moment detailed account to the CEO at head office, which only took me a week and a half finding how to contact her, and that was after being told by the store that I was not allowed to know the manager’s name or extension. lol

    What a way of getting out of not knowing who or even if they even actually have one of those.

    I will post it when I complete it so if you’d like a jawdropping chuckle it is worth the amazement and has all your hot topics, such as overcharging without notice, or several different quotes which make no sense, unless between them all they conclude “it looks right but come back tomorrow just in case.”

    When someone may know how to guess the answers, laughing in my face as if I was going to accomplish the task, a mere nothing woman, passing the buck is the most popular, and I guess truth is in numbers, and have been dealing with several people that aren’t even from that department, receiving complete different advice and answers, prices, quotes.

    Needing more than 3 people to complete a task, promises of looking into things and never hearing back and a lot of passing the buck, with no real authoritative figure to take the reins.

    These things are just the tiny highlights to the magnitude to each mindblowing issue. I have never seen anything like the place or anything run (if that’s what you call it) in my entire life, and the more you stupidly shop there, the more dramatic and disrespectful to the customer.

    The WALLET magnifies and you see all the associates vanish or stand dumfounded with their hands in the air because they have no clue what they were thrown into, process, item or expectation from them, they were just passed the buck, which seems to be the only consistent policy in this store…

    Watch for it, it will detailed lengthily, but worth the read when the more off the wall and serious issues come to light. It was nice to see this site and know that I am not losing it, and others have these experiences, as it is an amazing and interesting way of running this particular Home Depot JK wanna be bunch.

    Anyway, stay tuned for the best entertaining and play by play on how it all went down…..

  18. I bought a GE Wireless Alarm Control Center Kit with a Motion Detector Kit for my garage and a storage shed. The accessory that can be obtained is an alarm siren # 45136. Not only is it not stocked in the Niagara Falls store or in the surrounding area, but the staffs had no clue how the wireless system worked. They were completely ignorant of the value or purpose of the alarm siren. I tried to get them to order me one but they had no idea of the distributor or of the fact that Jasco Products has Home Depot is clearly listed as a main dealer of the system and the necessary accessories. It just boggles my mind that such a good system is in their store and nobody really knows its there or how a wireless system works. I went back to the customer service and they have no idea how to order the available accessories. Without some of them the system doesn’t work.

  19. I bought a GE Wireless Alarm Control Centre Kit with a Motion Detector Kit for my garage and a storage shed.

    The accessory that can be obtained is an alarm siren # 45136. Not only is it not stocked in the Niagara Falls store or in the surrounding area, but the staff had no clue how the wireless system worked. They were completely ignorant of the value or purpose of the alarm siren.

    I tried to get them to order me one, but they had no idea who the distributor was or the fact that Jasco Products has Home Depot clearly listed as a main dealer of the system and the necessary accessories.

    It just boggles my mind that such a good system is in their store and nobody really knows it’s there or how a wireless system works.

    I went back to the customer service and they have no idea how to order the available accessories. Without some of them, the system doesn’t work.

  20. Roger M.

    You sound like a nice fellow. Is there something wrong with posting a good story once in awhile? We are fans of Ellen Roseman, Im sure she doesnt mind some positives once in a while. As for Mr. Spurvey, I owe him an apology for plastering his name all over this website.

    It was a happy ending Roger M. Are you okay with that?

  21. I just bought a full set of GE Profile appliances at Home Depot for a reno but am reading terrible things about them especially the dishwashers which are said to catch fire. Any other experiences with these appliances and Home Depot?

  22. I too am being ignored by Home Depot. I’ve written one regular letter and one registered…no acknowledgement.

    I had a new oil furnace installed Oct. 2009 at a cost of $5,587.30 and my contract stated that I would receive a 5% gift certificate, that is $270.90.

    Well, I’m still waiting but my parience has run out. I am now preparing a claim in the Small Claims Court for the amount owed, plus inconvience, my time and punitive damages that the judge may award.

  23. Hi Ellen, I just had the WORST customer experience with Home Depot.

    Back in March, I purchased online an over-the-range microwave oven that was on sale for a great price. I knew I wold be renovating my kitchen in August.

    The box had never been opened. When the renovator arrived, he told me that I would need to choose another model as it would not look right.

    I returned the unopened box to the Burlington store. I was told that since I did not have my shipping receipt, they were unable to see the purchase on my credit card, as online purchases do not show up on store computers.

    I returned home and called the online customer service requesting a duplicate receipt. I was on the phone for 30 minutes looking for someone who could provide this.

    I was told that I could not return the product as I had exceeded the 90-day return policy, so I asked for a store credit I could use it for a different model.

    The answer was no. This makes zero sense to me, as they would still have my business.

    I refuse to ever shop at Home Depot again and will share my horrible customer experience with everyone I know.

  24. I am embarrased to say that I was in management at the Home Depot for 4 years and actually fell victim to their stupidity myself just this past week, despite knowing the ins and outs of how they operate. The recently advertised “Truck Load” cabinet event was published in this weeks flyer (it’s actually in stores now)which is how this trainwreck begins.

    I have a rental unit and was looking at replacing the kitchen, so I talked to my former commrades and explained to them that I was in need of cabinets and was advised that a truck of cabinets was coming in. I decided I would call in at 6 am on Thursday to confirm that they had arrived and where going out for store opening on Thursday morning. My husband set the alarm was up at 5 am and was raring to go. He placed the call at 6 am on the dot. First off, store opens at 6 am and when I was there, the overnight answering message needed to be off and all calls where to proceed through the normal switch board options by 6 am. No such luck…..when someone finally did answer the phone it was a “PRO DESK” associate. Normally these associates know all the deals (so that their contractors can shark them all before regualar consumers….now you folks know why all the “limited quantity” merchandise is gone by the time you roll into the store at 9 am.). My husband was told by the associate that there where no cabinets going out, that the truck had not arrived. He took this at face value and I, knowing better, advised him to call at 8 am when the first kitchens associate was due in to get the real scoop. He did and was told at 8 am…..yup the cabinets had gone out and that they where now “sold out”. well needless to say, he lost it and asked for the manager on duty. He spoke with “Peter” and was told that he had been answering the phone at 6 am and had not spoken with my husband….we’ll clearly he had not spoken to him, because my husband informed him that he had spoken to a woman. Once the gender issue was cleared up and Peter was better able to focus on the real issue at hand, Peter did nothing whatsoever to help, denying and making excuses instead of owning up to what had happened. So in short he simply threw gasoline on the fire.

    At this point, I advised my husband to call “Customer Care” if he wanted any sort of results. All HD managers’s live in constant fear of outstanding “Customer Care” tickets. So calmed himself down and he proceeded to do so.

    Our phone rang 10 minutes later 9after the call to custmer care)…..Laurie for the “PRO DESK”….calling to explain the “miscommunication” from that morning. She explained that she has misunderstood my husbands request for information…..really?

    HI- Are your cabinets in for the TRUCKLOAD SALE?
    No- okay then.

    Not much to be misinterpreted I think. Long store short and 400 kms later, $125.00 delivery charge, frustration experienced at every store (3 in total)all I can say is….incompetence running rampant everywhere. I know the system, thank god, and I could barely pull this off. I had to tell every associate I encountered, to look up product, call stores, get visual confirmation on product, speak to MOD’s and tell them to hold cabinets for a “CUSTOMER CARE” issue…..I don’t work there anymore, yet I did what Peter should have done at 8 am that morning but failed to do….what a joke (and not in a good way).

    I followed up with Customer Care today…. was on hold for 15 minutes…..and when I finally got through and posed the question as to why I had received no follow up regarding my issues from Thursday – I was told that my file had been closed as being “resolved” and requiring “no further follow up”. I just about had a stroke. No follow up required because I had resolved the issue myself!!!! Can you complain to “Customer Care” about “Customer Care”? The agent was snobby about it as well….told her I expected to here from the oracle himself (meaning the “actual” store manager not one of his minions) to resolve this. Just waiting to see who he passes the buck off to.

    Believe it or not, I left this company and this store in good standing (in other words….not walked out with 2 weeks pay….although I would have loved the two weeks pay with no hassle) because I had opted to go back to school. I actually bare the associates no ill will, however I certainly have a new found sympathy for the average customer who doesn’t know enough to have the associates call other stores and such. If I was “Joe Consumer” I would would have been SOL on every front.

    Absolutely terrible service from someone who knows this system inside and out….really BAD. So much for their “Customers First” initiative….that’s why you are all hounded by associates between the hours of 11am and 2 pm everyday…..the associates are required to do nothing but customer service at these times. If not they are written up and will be terminated if “observed” not performing customer service duties during the “peak times” in the store. I guess the rest of the time you can just do whatever pleases you? And the managers aren’t required to have any customer service skills whatsoever? Things where in decline when I left, I just had no idea how much had happened in the last 18 months……wow……glad to be out of there.

    Such a negetive experience, had I not promised my tenants a new kitchen (because they are sweethearts…yup these tenants are awesome) I would not have run the gauntlet like this. I do shop at Lowes almost exclusively now….have never experienced anything like this at their stores.

    So long story short I managed to find all my cabinets, despite the Home Depot, and spent 2800.00. Grand total spent at the Depot in 3 years 27000.00…..regret every penny spent after this debaucle.

  25. Hi … I am having a huge problem with Home Depot. Is the Ben Hill number still around? I did go to my Home Depot customer service and ask for this number. No one there had a clue what I was talking about. Do you by chance know the number? I’d appreciate getting it if you do.

    Thank you


  26. We purchased a washer and dryer set from Home Depot in Calgary (Memorial store). The set was to be delivered Monday 9-5.

    At 5, I called the store to find out where it was. They stated the delivery service left a message. Hmmm, I have voice mail and call display! They did not call.

    I then had to wait at home the following day so they could call to schedule the next delivery date. After waiting the morning away, I called them at 1 pm.

    They told me next day Wednesday 9-5. Lol, they didn’t show.

    Called the customer service line for Canada. She tells me they will call tomorrow to schedule delivery. So it will then be 4 days off and will probably have to take Friday off for the delivery if they show up.

    Good thing I brought the old set to the alley Monday (long gone) to have room for the new set.

    I now vow to never buy anything there again!

  27. Yikes!!! I didn’t realize how many people had bad experiences with Home Depot until I was trying to google their head office contact info and came across this blog. Thanks, Ellen, for putting it together.

    I have spent nearly $10k at the Home Depot in Victoria in the last 3 months. I had been pretty satisfied with my experiences until my kitchen cabinet order began to fall apart. I am sending them this letter below:

    I began a basement renovation project on Sept 6th, 2011, and immediately began to purchase all my materials at Home Depot, based on the positive feedback I had received from friends and family.

    For the most part, the associates are very helpful and knowledgeable and my experiences have been good.

    I purchased over $2,000 worth of kitchen cabinets and was told they were stock items and I could pick them up any time. When I met with the kitchen designer and the order was final, I asked to have them ready for pickup the third week of September.

    I was planning to rent the basement suite out for Oct. 1st. She said she would call me when they were ready to be picked up.

    I never received a call. I followed up with the store and ended up getting the cabinets the first week of October.

    When I got home and unloaded all the boxes, I noticed not everything was there. I was missing 3 wall cabinets and 2 kick plates. I called the store to inform them and gave them the item numbers of the order I was missing.

    Of course, they were confused because when I picked up and signed out the order, the paperwork indicated everything was pulled (which was not the case!)

    If the pieces hadn’t been wrapped up in cellophane, I could have checked them at the store myself. I assumed the picker had done his or her job or they would have noted on the sign-out slip which items were missing.

    The associate I spoke with followed up with the kitchen department and they printed out a hard copy of my order and hand wrote “missing cabinets” and highlighted the missing items.

    Since then, I’ve followed up with the store weekly to find out where these missing items were. On two occasions, I was told the store hadn’t received any and they would call me when they were in. I wasn’t the only customer waiting on these items.

    On another occasion, I was told that the Saanich store had some and the associate would try to have them transferred to the store for me and they would call me.

    Finally, just last week, I called the store and asked to speak with a manager because this was getting out of hand. I originally wanted my complete order ready for September and here we were at almost the end of November and my kitchen is still incomplete!

    You can imagine my frustration when I’ve now missed 2 months of rental income, a potential of $2,200, due to a few missing cabinets and incompetent store associates who lack follow through.

    When I spoke to the manager, Shannon, she immediately dealt with the order and found the missing cabinets, telling me they were all at the store and ready for pickup. She offered me a $50 gift card, which I said was not adequate given the magnitude of the situation. She increased the offer to $100 and said it would be waiting with my cabinets.

    When I went to pick up the cabinets on Tuesday evening, Nov. 15th, the order had been picked wrong again! When there are only 3 cabinets, it’s easier for a customer to identify whether the order is correct or not. But I don’t get how someone picks it wrong when it’s only 3 items.

    We tried to explain the situation (after having explained it to at least 5 other associates by this point) and she didn’t understand the problem. Another associate called the kitchen department and we had to explain it to her.

    She said she would get the cabinet, but it wasn’t until we got home that we realized it was the wrong cabinet again! We wanted a 30 x 15 and she gave us a 15 x 30! In addition, one of the 12 x 30 cabinets was damaged.

    So the next day, Wednesday, Nov. 16th, I spoke with Shannon again and informed her of the damage to the cabinet and the wrong one. She said they were in stock and I could pick them up that evening, which I did.

    The reason I am writing to inform you of this experience is twofold.

    One, I don’t feel that a $100 gift card is satisfactory compensation for having to wait nearly 2 months for some missing cabinets, not having the follow through I was promised from the associates, receiving the wrong cabinets and receiving damaged cabinets.

    I had to return to the store approximately 4 times to resolve this situation! Although I have been to your store many more than 4 times in the past couple of months and spent nearly $10,000 at your store, I don’t like having to go back for the same thing over and over.

    Two, I hope this experience brings to light some areas for improvement in your customer service and order processing, so that other customers don’t need to go through the same rigamarole just to get a complete order.
    I will keep you posted of the response and resolution!

  28. After speaking with a HD customer service rep, I was informed that HD Canada and HD usa are two totally different corporations?????

    I had called to inquire about a LGWM3360HVCA washer /DLEX3360V dryer set that I saw online Nov. 27 and 28th for $699 each. That’s $1,398 for both the washer and dryer.

    Sad part is that is apparently a different company than and so is the price!!!!

    The IDENTICAL washer at Home Depot Canada is $1,498. Dryer also $1,498. A total DIFFERENCE of $1,698. Different company different prices is what I was told.

    I think the .ca stands for Canadian Advantage as in “taking”

  29. A bit of research found this info:
    Home Depot*
    2455 Paces Ferry Road Southeast
    Atlanta, GA 30339-4024


  30. I spent at least $25,000 in Port Coquitlam Home depot in the last few years renovating a restaurant and now my house. The manager who I talk to was Dan.

    I am now painting the 4th bathroom, but the latest two cans of yellow do not match the existing yellow on the wall. All I wanted was to exchange a yellow paint. I was not asking for a different colour, but was refused and told that the new paint will look the same.

    After being refused. I used the F word and Dan, the HD manager in Port Coquitlam, accused me of calling him the F word. He also lied by saying he was going to let me exchange the paint. He never did.

    I will avoid this location like the black plague. Of course, the situation will escalate when the manager is provoking the customer and lying, regardless whether the refund will be given or not.

    So this character’s actions are now reflecting my view of Home Depot.

  31. I have a countertop issue with home depot…..I have two small homes and selling both to move into one good sized one to fit my family of 6. Both smaller homes were/are being sold and needed a kitchen reno. I orderred countertops from Home Depot….big BIG mistake. It took just over 3 months for the countertops to finally arrive and be as orderred….it took 3 orders for each top as each time they arrived broken or too short or damagaged on one side or…………and thats just the highlights of my story….i will spare you all the details regarding the driving, the calling, the emailing etc…. today I was offerred compensation in the amount of $250 for my 3+ months of missing kitchens….the cost in selling the homes plus eating out for 6 people over that time is HUGE….I would have been happy if they simply would have coverred the costs of the countertops (less than 2000) but now I have to wait for a manager to come back from vacation to complain about his offer of $250 ……..I would love to have that Ben Hill number……….anyone…….pleaseeeeeeeeeeeeeeeeeeeeeeeee

  32. My partner was a home depot installer for Home Depot since it came to Courtenay, BC (2005). Two years later he acquired the contract for Campbell River as well. His reputation and workmanship were excellent and not one complaint came his way on work he had done. 18 months ago, home depot desided to change the install program and went with a company called National. Well it appears the National gives Home Depot a percentage back on each install it sells. Great for HD who got nothing before. Then they reduced the number of installers so that they would have less paper work (billing to one instead of several installers). Well of course the fellow in Nanaimo got the job as he was friends of the son from National. My partner received a letter of dismissal. But, installers were needed for Courtenay/CR so they rehired my partner back but pay him 40% less. Home Depot gets a cut, National gets a cut and the private company in Nanimo gets a cut. The work is the same (measure, delivery, supplies and install)for my partner. My partner also has to have all of the insurances to cover anything that might go wrong. The guy in Nanaimo simply gives him a name of a customer and the phone number, which was exactly what the stores did before. There are now 2 extra layers to the process, each taking a cut and they do absolutely nothing. The local installers have mostly left or were not rehired at 40% less. The ones that stayed are constantly threatened with being fired. The customers are provided with quotes that are often contrary to the installers quote and issues are increasingly getting worse. When Home Depot came into our community the focus was on hiring local men. WEll the local men have all lost there jobs. Corportate greed at its best. I recommend all customer’s look in your local Can Pages. The same installer’s you are paying for through Home Depot offer much better pricing, same warranties, etc…..

  33. Two boys at the local Oakville Home Hepot got fired at Home Hepot. The horror stories I’ve heard:

    1. Both boys got let go for no “real” reason. They only wrote “did not meet Home Depot standards.”

    2. At no time was there any “advice, direction, guidance” provided to these boys, who are university students, on how to improve and what they needed to do differently. Shortly before they were “fired” for not meeting Home Depot standards, HR personnel was heard saying: “We need to stop hiring white people.” I would have never in a million years have thought that white people would be discriminated against at a Home Depot store.

    It would have been nice if these boys were given some type of feedback as to why they didn’t meet Home Depot standards. The manager was rude to them. Told them he didn’t have to explain himself… and sent them on their merry way.

    So sad, that we treat the future bosses, future citizens, future taxpayers, in this manner. Who knows? Maybe one day, these university students can fire one of those HD managers without an explanation.

    I just think it’s morally and ethically wrong – to (a) take these students away from possibly getting another summer job to pay for tution and then (b) fire them without providing “real and worthwhile feedback.”

    Shame on you, Home Depot. Shame on you.

  34. Bad kitchen install, poor workmanship, window and sink not centred. Shortcuts in the install. Door handles not level, etc.

    Now calling the long distance service number to see what will happen next. Every-thing on hold. Local management passing the buck.

    Will call on Sunday to see if I can get Home Depot to come and get their kitchen and refund my money

  35. Dear Ellen

    Please review e-mail I sent to you today regarding outrageously inflated roofing installation quote from Home Depot in Niagara Falls.

    Thank You.

  36. i bought a new spray gun from the Guelph, Ont. Home Depot. I tried it twice and I relized that it was a health issue for me and for my family to paint my house.

    Since i was trying to paint all my house and renovate to sell it, I had it less than 90 days in my house. When i returned it, they said the gun had been used and they could not refund the money.

    I left it there since they would contact the manufacturer. No one has called me or told me what was happenning. I kept call the manager. They are all Liars.

    I am very dispointed at the service. I spent over $3,500 to finish my house. Home Depot lost a good customer. It is not about the money. It is about how they care about their customers. Bad management.

  37. Home Depot Canada claims to be a different company from the U.S. Home Depot, but have you ever seen separate stocks for the two ‘different’ divisions? I didn’t think so.

    The pay advice and anything financial comes from Atlanta, Georgia, which also answers that question.

    As a recently departed employee of the Nanaimo, B.C. store (I was one of the few who quit rather than get fired), I can tell you that a lot of the bad service is because of the horrible working conditions. Also, many people work there only because of the poor economy.

    One of the first questions of people coming back from a day off or holiday is often ‘Who got fired while I was away?’ Poor scheduling, punishment for talking to employees, no work life balance, are a few of the problems.

    The only way to get 2 days off together is to work weekends. Schedules are often not out until the week before and are regularly changed at the last minute.

    Anyone with experience and knowledge who has been there for awhile (making a higher wage) is driven out.

    Several people are off on stress leave and there are multiple wrongful dismissal suits on the go. Awful place.

  38. Horrible wait time on installation and whoopsy – wrong door installed.
    I ordered a door to be installed by Home Depot Peak Installation in Ottawa, Ontario. They promised 5 weeks with the environment of low sales on renos these days.
    Something happened, not sure what, door will be another 2 weeks. Then another 2. Then a month more. At 17 weeks it was a phone call, apology it’s the manufacturer’s fault. Promise it’s next week. They left another message of ‘see you tomorrow’ which I ignored figuring they must be insane.
    They did show up for the following week’s appointment 4 hours early when I had informed them I would be at the airport. I agreed to let them stay at my home alone to install the door. What was I thinking?? I just wanted it installed. I arrived home 3 hours later only to discover they installed the wrong door. It didn’t match the order number, wrong style completely and wrong size of window. For 2700 bucks I’m thinking there is no excuse. I called and called and I am still waiting on their return call. They must order me a new door and I’m thinking it may be Christmas before it arrives.
    I will never, ever have Home Depot install again. It is worth every penny more to hire professionals.

  39. Have purchased a lot of items from HD in the last few months. Trying to finish a home we purchased recently.

    We had a staff member design a kitchen with cabinets and counter tops. Won’t do that again!

    If you have staff doing this type of work, you expect them to be knowledgeable, honest and up front with you and give you information when working with them on the design, not after the fact.

    I am talking about the size of cupboards, depth, pull out drawers, etc. Did that happen? No we got the info after the cupboards were built. Yes, we took them as delivered. Needed something.

    Ask them to design again? No way!

    As of yet, we still have no counter tops, about 3 months after the order. Excuses after excuses. What did come in was all wrong.

    Whose fault? Certainly not the customer’s, since you rely on the company to deliver what they promise.

    There seems to be a lot of passing the buck, so you are never sure who you should be talking with when you need help or answers.

    After many trips tp Grande Prairie, we have become very frustrated and we have decided to take our business elsewhere.

    Would I reccommend HD to anyone? Certainly not for anything that needs to be designed or for special orders.

    We had to special order flooring as they didn’t have in stock what we wanted. Did we get it? No. We were told it would be in on a certain date, went to Grande Prairie to pick it up and it wasn’t in.

    Surprise, surprise. When we asked where it was (we had been told it would be there), again no firm answer. We would have to wait another week or more.

    Well, we were at a point where we could not wait any longer as work at the house would be held up, so we had to pick out something else. Not anywhere near what we had originally ordered, but we had no choice. We would make do.

    Am I fed up with your service? YES!!!!!! and will again NOT RECOMMEND your store to anyone for special orders. Am thoroughly disgusted and frustrated!!!!!!!! You do not live up to your advertisements!

  40. Hi Ellen, I have a complaint against the Home Depot credit card. They are charging me interest, even thoughy they had an online promotion that said if you apply for their credit card and spend $299 or over, you will get 6 months free interest.

    I needed to buy new appliances so I received the card, went to the Woodbridge store and bought the appliances with an instore promotion of 10 per cent if you bought 3 appliances or more.

    I know I waited too long to phone and ask why I was being charged interest, but finally today I did. All I got was excuses, rudeness, “you should have read the fine print,” etc.

    I say they are charging me when they should not and the store told me I had 18 months free interest before I had to pay, but I have been paying all along. Can you help me, please?

  41. I currently work for a Home Depot in Toronto. I have had a debate with several of my co-workers about the liability of seminars that Home Depot teaches. I have attempted to find any info online about this point.

    The debate: If an associate gives information, via seminar, and the information was erroneous and causes personal/property damage, is Home Depot liable?

    I have a new D.S. in my department. He can’t nail 2 boards together without asking for help. He has no idea what he is doing and he is supposed to be teaching the children that Home Depot hires.

    I’m amazed at the answers some associates give to customers looking for advice.

    ST CLAIR AND KEELE (STOCKYARDS) in TORONTO, ONTARIO AND DO NOT POST THEM AS REFERENCE FOR UR NEXT JOB THEY WILL RUIN YOUR CHANCES!! THEY TREAT EMPLOYEES LIKE GARBAGE, EXPECT EMPLOYEES to live on 10 hrs a week for chump of change per hour, management is young and arrogant who think they are betrer than anyone and they want to blame workers for walking out on them without notice!! You have head cashiers thinking they are something else!! No matter how desperate, id rather live on the street then ever go back to this location!!!

  43. I am a former Home Depot Canada Cabinet refacing Installer. They also treat their installers like crap.

    They pass along the buck to the installers. They don’t pay for warranties, the installers do, and they bully installers for years after they get rid of them to make warranty repair at the installer’s expense.


    CUSTOMER, if they can’t find an installer to bully, you won’t get warranty work done because Home Depot does not guarantee their work…it’s the installers who guarantee the work.

  44. Me on the phone with Home Depot Customer Service: My 6 yr warranty hot water tank blew, it’s 2 years old.

    Home Depot: Just bring it to the store for a new one.

    Me: Are you sure I don’t call GE?

    Home Depot Service: Yes, here I’ll connect you to the store to confirm.

    Me on the phone with Home Depot, Squamish, B.C.: My 6 yr warranty hot water tank blew. It’s 2 years old.

    Home Depot Squamish: Just bring it to the store for a new one.

    Me: Are you sure I don’t call GE?

    Home Depot Squamish: I’m sure, but let me get the plumbing manager (after 4 people discuss, she has the receipt, yes.) Just bring it to the store for a new one.

    Me: Disconnect old tank, leave work early, drive Pemberton to Squamish (forget wallet in Pemberton).

    Home Depot Customer Service: Did you call GE? Well, they’re closed now, we can’t help you, have a nice day.

  45. I have always been a Home Depot fan and enjoyed countless hours walking through my neighbourhood store.

    Even when all those other big box stores moved in, I was still devoted to Home Depot. Those days are gone. That store pi#$@% me off so badly today that I swore to never ever step foot in there again.

    I spent a good length of time in the store on Saturday, picking out colours for two bedrooms. I took an abundance of colour chips home and then spent more time deciding on the colour for the rooms.

    I then got in my car and drove back to Home Depot for a purchase which was going to be, fours gallons of paint, brushes, rollers and a roll of plastic. I circled the paint aisle a few times looking for the paint which I could not find.

    I had picked two colours from the Martha Stewart display. After waiting at the counter for about 15 minutes before the sales associate behind me, decided to approach me, I showed her my colours and said I needed a few gallons.

    Her reply was ‘we don’t have that paint’. After a ‘what do you mean’ look moment, I asked what she meant. She answered by telling me that they did not carry that brand any more.

    So you have a display case with paint books, paint chips, paint textures, but you don’t carry the paint. I was mad but contained myself and suggested to the sales associate that it might be a plan to get that display down.

    Once again, went over to the two other displays and tried to match the colours up that I had already picked.

    The woman did not stop me to suggest that she could colour match the paint in the other brands for me, but let me walk back over and pick over colours.

    When I finally went back to the counter she smiled and said ok, you’ve decided, which I had, one from each brand. Then she told me it wasn’t a problem, she could colour match. She didn’t think to tell me that earlier?

    Again, keeping my cool, I told her I wanted to paint one ten foot wall in one colour, would I need a gallon? She walked over and read the small can, said that would be enough, then stopped another sales associate to ask her.

    That one after debating together decided that no it was not enough or maybe it would be but it would be cutting it close.

    Ok that’s it I will take three gallons of that and one gallon of that get me out of here. Her phone went off, she answered and turned to the associate walking away, told her that she had to go to seasonal and would be back.

    Then as she walked away from me and said over her shoulder, “I’ll be back” and left me standing there!!

    I waited 15 minutes with two other customers and left, getting home at 4:40 in the afternoon on a Saturday set aside to paint, without even lifting a can of paint. Done!

  46. It’s been a nightmare buying from this company.

    Had purchased a carpet and still no carpet…on top of it they send us the wrong colour, installed some, even though its wrong color, stating they still need to install…..

    Take forever for new carpet, lose our house plans…show up in front of our house to take old carpet…only to leave because he said he can’t do the job by himself (never came to our door or called us).

    We paid $12,000 for carpet and still no install….delaying our moving into our new home.

    Terrible service, no one knows what they are doing. Never again will we shop for big items again.

    Trying to put a complaint in, can’t find proper email. I guess if I call, I might get transferred back East of Canada again or India!! Joke Company.

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