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Further, their attempts to make this right by offering me 10% off a future purchase is presumptuous and disingenuous. It seems strange that Home Depot has so little clout or leverage over a vendor who is putting its customers through such a hellish ordeal. I dont know what sort of help people are expecting from the Home Depot, I learned a long time ago not to rely on Home Depot employees for technical advice, any more than I would rely on a Pep Boys clerk to tell me how to fix my car. This store is just as good as most Home Depots Ive been to, and is equally, if not better stocked than most. Ive never had a problem with customer service, and I have plenty of experience with them, having spent tens thousands of dollars there while renovating my home.
Had an excellent experience with Skip, the kitchen designer , who helped us design our cabinet layout and island, which came out beautifully. Never have trouble finding anyone to ask a question to if Im looking for something. They take your money and be silent with no greeting nor do they say thank you or have a nice day after you have purchased your items.
Nearby stores
I was told that since the account was paid in full, I would receive a call from the installer to schedule the appointment. As of this morning, I hadnt heard anything, so I called the store to try and schedule it myself. I spoke to someone named Brandy and was told that my carpet was special order and that its not expected to arrive for another 2 weeks and they cant schedule anything until then. Nobody had ever mentioned anything previously about this carpet being special ordered, even when I specifically told them that I needed it installed as soon as possible. I asked her if I could at least schedule the install for a date after it comes in to ensure that they dont book up and I was told no they cant do that.
After 4 days, I hadnt heard anything and had to call them to get the quote. I got everything straightened out with that and told the measure company that I would have to go into the store later that day to pay for the install, as I was paying in cash. I left work and went to the store but nobody seemed to know how to take the payment. At one point, I had 4 different employees all standing around me trying to figure it out. After about 20 minutes, they decided they needed to call the measure company to have them resend the quote which would take at least another 30 minutes. Later that night I received a voicemail from a very friendly employee named Kristen that said she was sorry for the trouble and would make a note to credit my account $47 to cover the remaining install charges, and that I could just go to the service desk to make the payment.
Location & Hours
I have been given the run around about a delivery they have yet to make for over a week. The kicker is that the item has been sitting in a two different warehouses that are less than 30 miles from my home for almost two weeks. Not to mention that they moved it from the warehouse that was closest to me to one farther away. I echo what most of the other reviewer had said about encounters with their customer service line, there is always a long wait when you call, the representatives promise someone will call you that day or the next with a delivery date and time and it never happens. On Friday, Nonstop Deliverys representative, Imelda, finally answered my call and I gave her my tracking number, she asked if she could put me on a "brief hold"...five minutes later my call rang back to someone elses voicemail. While Home Depots customer services representatives are usually better trained, except Jamie, and have handle my concerns better than Nonstop Delivery, their attempts to resolve this issue have not yielded any results.
When I went to the service desk the next day, the employee didnt know how to pull up my quote again. When he was finally able to, there was no $47 credit for the install. I had to explain it to him several different times and play the voicemail for him to understand what needed to be done. When that was finally taken care of, I went to make the payment and realized i was charged sales tax again (sales tax was already included in the quote of $752.35 from the measure company, and now Home Depot had taxed 6% of the total price of $752.35). I tried explaining this to him, but he didnt understand what I was saying. I ended up just paying the double tax because I had already been standing there for almost an hour and was beyond frustrated.
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They could certainly afford to make their prices more competitive as well since almost any item in there you can find much cheaper at stores such as Walmart, Ollies, Sams Club, Big Lots, Etc. Being said, Home Depot is the place you go only when you can not find the item youre looking for some where else cheaper. Please note times may vary due to seasonal opening hours and extended store trading times. We are a full service building company located in Baltimore.
I have purchased carpeting 2 times through this store, and both times the entire process was a disaster. The first time, everything was paid for in full, and I was told the installer would contact me to schedule the install. After 2 weeks, I had to call the store and was told they were waiting for the carpet to be sent to the installer from the warehouse because it was "special order" . I waited a few more days and called again and was told to call the installer, who then told me that they had received the carpet from the warehouse the previous week and the store had told them NOT to install it, but to send it back to them. I spent hours on the phone with the store, being put on hold, transferred between departments, and hung up on repeatedly, before I finally had the issue resolved (nearly a month after payment.) This time was no better. I had the measure done and was told i would receive a call within 24 hours with a price for the carpet and install.
I have never been so frustrated dealing with a company before. Aside from a small credit, they dont seem to be willing to do anything to resolve an issue a customer is having. This will be the absolute last time that I ever deal with the store in Dundalk, and honestly, Im not even sure I will want to go back to a Home Depot at all again. This delivery company Home Depot uses, Nonstop Delivery, is a disaster and I do not understand why Home Depot continues to use them as a vendor, particularly in light of all the negative customer reviews on Google, Yelp and the Better Business Bureau.
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