We went to Home Depot on Sunday to buy and arrange for installation of a hot water heater. Our experience is chronicled in the following which I e-mailed to Home Depot. If I don't get a competent response, I'll be calling their customer service line directly (I should probably have done that in the first place, but I wanted to get it in writing first so I could organize my thoughts):

I am writing to let you know of my extreme displeasure with our experience purchasing a hot water heater from Home Depot this past Sunday. I expect a response explaining how it happened and how you can make this bad experience right.

1. The HWH display was very confusing. Multiple booklets, placards, signs, rip-off pads of product information (all of which seemed to say the same thing in different ways), a phone for setting up an installation, etc. But no clear info on *how* to actually *buy* a HWH and have it installed.

Finally spotted a small pad of "Special Orders." Wrote out the SKU of what we wanted, and, per the pad instructions, went to the Service desk.

2. There were two people working the service desk. Both were avowedly new to the job, and had no real idea of what they were doing or how to get the help they needed. It took over *thirty minutes* to get the order placed. And, as it turns out, the order was not properly completed (see #5).

3. The lady at the service desk spent several minutes keying in the information for the order, even though all the info was on the pad, then finally quoted me a price of $1100. I knew that the HWS was $492, and the installation was $299. Had I not known that info, then it seems likely I would have spent an *extra* $300. Some savings.

4. Faced with that question, she pounded away on the keyboard for several more minutes. Talked to her fellow service desk worker, who also didn't know whether the installation price included delivery of the HWH (I had to show them the brochure I brought over, and they had to read it three times). She called the installation number a couple of times. Pounded on the keyboard some more.

After about *15-20 minutes*, she finally had figured out how to properly order a HWH with installation, and came up with the right price. Given that there's a huge display and full aisle dedicated to HWH orders and installations, I'm very surprised there wasn't a clear procedure for her to follow (or that she didn't know how to do it in the first place).

It took *several minutes more* to get the credit card run and the paperwork printed and signed.

5. When we did not hear from the installation company this morning (Monday), my wife called them mid-day. It turns out that *the service desk never faxed them the order*. So, taking *additional* of *our* own time, my wife arranged for the installation to take place later this week. Good thing it wasn't an emergency!

I would expect the *service* desk, handling *special orders* and other customer service, to include some of Home Depot's most competent and experienced employees. Instead, it was staffed, early on a Sunday afternoon, with two novices who didn't understand your services, didn't know how to find them out in a timely fashion, and who botched the order followthrough.

And it wasn't even just my order. Another customer was at the desk trying to buy an air conditioner. They didn't know the products sold, didn't know how to find them, didn't recognize the name of the HD floor person who had directed her there, and, as we were leaving and she finally had an A/C unit paid for and on a cart next to her, the HD floor person walked by and informed them that they'd gotten her the wrong unit and needed to start over.

I am a regular HD shopper, but after this experience, I am far less likely to avail myself of any purchases that require use of your service desk.

I would like a response from you as to how this happened, and how Home Depot can make it right for us. I am very displeased.

Filed under :: Big Business :: Home Improvement
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Quoth ***Dave ...

Margie informs me that:

a. The plumbing company that HD subs with to do the installation seems very competent; they called her up shortly after she contacted the installation 800 number, and have already arranged for an install tomorrow morning. Yay.

b. The installation 800 number folks informed her that she didn't need to go to the service desk at all. Presumably, the telephone there on the wall next to the HWHs would have dealt with both the HWH purchase and installation -- but the signage didn't say that and neither did the service desk maroons. So, just to keep is straight, said maroons not only couldn't give me the right instruction, nor handle the order properly, but they made more work for themselves.

c. In point of fact, to the credit of the installation 800 number folks, they were not actually supposed to help Margie this morning, since we didn't do the order through them. This is both a goofy policy (and further proof of said maroonhood) and a check-mark to the helpfulness of the installation 800 number people.

d. Margie looked at the receipt and found one of those, "Tell us what you think" website/codeword combos that will enter us into a contest for something keen. So she gets the opportunity to bitch about it, too, and, possibly, win a prize. Go, Margie!

Quoth Margie ...

UPDATE:

Deer Creek Plumbing did a great job on the install. Polite and competent, they called as soon as the PO was faxed to them and scheduled us for first thing the next day. The plumber was also polite and did a great job on the install.

Dave got an auto-form non-response from Home Depot. (Thank you for you r feed back...If you would like to speak with a customer Care associate...)

One of the fundamental problems with the big orange monster regarding any installed services is that with the entire process isnt fully "owned" by a single entity. HD orders the material, is supposed to get it to your site; the installer expects the material to be there and then goes to work. What happens if the materials never get delivered? Such was my experience (even tho I paid for delivery). The installer wouldn't show up to do work without material. They redirected the efforts of the installation crew to other "real" jobs. I finally had to personally go to the HD store and load for myself the 13k of flooring material and bring it to my home and carry it all into my house. I was told by the installed services "expeditor" that the installer couldnt come out anyway because he had his crews on other jobs now since "your house(mine)was not ready". I said I am ready now send them out. He told me to call the installer directly. The installer said "i feel for ya bro, but your outta luck and your problem is with HD, not us. HD admittedly couldnt do anything to help because they have no direct authority over the daily tasking of the independent flooring installer! It's just crazy isnt it?
The mindset of the poor slob unfortunate enough to have to don the orange apron to make a buck is one of despair, anger, and ultimatley apathy towards complaints. They have to become desensitized because they deal with so many of them. We "lost customers" are acceptable to the horned monsters at the controls of HD because with the volume in sales, it never really affects them. Oh I know their PR machine will say different but try to get real compensation for this above SNAFU and you will be clear as crystal on their view.
As for the name calling that goes into so much complaining about HD employees, I say stop it. The leadership of that company is soley to blame. They put 18 year old kids out on the floor all alone everyday and feed them to the wolves. (anyone who has dealt with customers knows what I mean). Notice that the corporate website gives you no real opportunity to talk with anyone other than tier one or 2 employees with your complaint. That company should be boycotted by anyone who has had a bad experience. If not, they will continue to break it off in your tail

I work for Home Depot so my post must be made under an alias. I've worked for this company for almost a year, and though it once was said to be the "most coveted" employer, it goes further downhill every year under the misdirection of Bob Nardelli, CEO. He has been described by several store managers in the Atlanta area as: no personality; limp, cold, handshake; completely for number one and to hell with everyone else to the extreme of cutting out bonuses for employees. He sure lines his pockets, though. This has to be the WORST company to work for, and in my year, they have had 4 exoduses. They constantly hire new people because most won't stay when they find out what this company is really like now under Nardelli. He literally makes MILLIONS annaully, and employess receive an "annual review" of approximately 27 cents an hour on the average. Stocks have plummeted in the last month, sales are down, store hours are still 6 AM until 10 PM with the employees catching the brunt of this. Think twice before you buy more Home Depot stock, as I, for one, am contacting a union to try and see what needs to be done to right Mr. Nardelli's wrongs. You don't get good service there now because the turnover is staggering even in comparison to WalMart.

We have always had horrible experiences with Home Depot. I feel that paying more somewhere that can actually help you, answer questions that are relevant to the purchase you are making, is a far better choice than paying a little (and in alot of cases, very little) more is worth it. We ordered...get that..."ordered" roofing for our new roof, we went to pick the materials up, and 'oops' they ordered the wrong amount, we didnt even get enough to put the entire roof on....now mind you, we should not have trusted them, but we did, (foolish foolish us) our roof was off and we were out of luck. Fortunately the other guy, little guy, happened to be able to help us, very willingly, politely...so, we were lucky. But, we had to wait for 6 weeks for a refund from HD. WE WILL NEVER DO BUSINESS WITH THEM AGAIN, EVER. I will gladly pay more, i will support the little guy always!!!

I also worked at home depot for 3 years and seen the utter ciaos.. I was fired because they had too many employees and being a newbie in the are I was cut.. I can’t say it was a bad thing even still being unemployed is better then working for HD.. Nobody knows what's going on, everyone desperately tries to carry out their job but gets constantly told to down stock, this is more important than helping out the customers..

I won’t ever give another penny of my money to this store no matter what, even the fact that they are 5 minutes away from my house, I’ll gladly travel miles to shop elsewhere..

I’d rather pay a Mom & Pop store and build their pockets then the corporate bull crap that runs HD. In 3 years,this is including my after 6 months 50 cents raise, I made under 93 cents raise in total working my arse off for that company for 3 years, only to end up fired along with 20 others because of cut backs..
Take this job and shove it!

Home Depot Store 202 was a sewer of intrigue, nepotism, and prejudice until early this year. When the ASM (Asst Storte Mgr), [Redacted] was fired after an on-property incident, where he couldn't keep his pants on with a young lady, things were headed for a disaster.
[Redacted] is nothing more than a social retard, and an uneducated imbecile.
He presented himself as someone who knew how to do things, and surrounded himself with flunkies and hanger-on. He demonstrated nothing more than intimidation and threats over employees and never chose to seek a choice.

Yuri, while I do generally encourage free expression here, I'm uncomfortable enough with naming names in this context to redact the one you cite in the previous post (I suppose Those Who Know will be able to figure it out from the HD store number, but for most of the public it's not something they need to hang a name to).

Let's talk about screwing the consumer. A few weeks back, I went in to purchase some flooring. After speaking in length with the flooring department associate, and being well educated about the application requirements for my upcoming project, the associate assured me that the special order flooring would work in a floating application. So, $2880 later I find this guy was blowing hot air. He had completely mislead me. To make a very long story short, the flooring was purchased the 25th of September, it's now October 15th and I still don't have my money refunded! There fault, not mine, except being stupid enough to give them my money. After several follow-up calls to their corporate office, and speaking to the store manager, all I hear is that it takes time to process, and the minimum I should expect to wait is 20 day's, that's after you provide proof to them that the check you wrote cleared.

Bottom line......Shop Lowes. They have a maximum waiting period of 15 day's!

I have been an employee with home depot for nearly 4 years. Although it does dishearten me to see what is thrown down the dumpster, I do understand much of the reasoning. First of all, the contracts with our vendors have specific instances of how and under what circumstances a refund or credit is issued to the store. If the store is given full credit it is a vendor stipulation that the item be destroyed or it is considered theft. For those items that we do not get refunded, if useable we will reduce the item to the floor. Plumbing items, such as tubs and the like, are destoyed for liability issues, the same is true for certain tools and power equipment (if it canot be repaired). We do recycle our "white goods" such as refridgerators, hot water heaters and many other items. In a perfect world everything sold would be a "green" product. But this world is far from perfect. We do have a large choice in Energy Star appliances, we use a hazardous waste program (to include flourescents).

I will also say that since I have been with the company they have treated me well. I have had a great deal of support from them during a recent serious and life threatening illness, which I have been dealing with for the past 2 years and will continue to deal with for years to come. Granted the pay is not the best (but how many of us really think that we are paid what we are worth) but retail is not known for high pay rates. They also do dislose what the pay is when they hire you on. The benefits are excellent and the holidays that we work are usually due to the fact that many of the other folks that have it off go shopping. As long as I have the "family" holidays off, I am fine with that.

To end this, I am always a little suspect when I hear of people bad mouthing a company after they have been let go.

i have been working at hd for ten years and have been reading some of the vitriol that is thrown hd's way. its true that there are many problems associated with the operation of such a huge company, i am just an associate there with an extensive knowledge IN ELECTRICAL and plumbing areas. yes smetimes i pull my hair out because it seems from my perspective that sometimes people are asleep at the wheel however generally speaking i enjoy my work. to address a number of issues that have been brought up, we have many women who are manager's asm's, actually the canadian head of operations in canada is a women, minority hiring, we have a nice blend of people from all racial backgrounds, with many phillipean, some african canadians, aborigional, and of course a modest majority of people of european descent. the managers i have been in contact with [5-6] at my store, have again generally been good at what they do. as to how management takes care of their employees i feel myself that they have actually been very good to me witin their mandate which is that they are there to make a profit for the shareholders first. i do have a full dental plan, pharmacutical plan [pays 80%] hd does put some money aside for us, its a kind of rrsp and i make 16.00 p. hr. certainy no get rich wage, but then i am only an associate which means i don't have to take my troubles home with me at night. a few years ago i developed early onset parkinson's disease and i now have a pronounced tremor on my right side, my store has been very accpmodating of my situation, and has allowed me to wthdraw when the symptoms are to severe for me be serving customers, this has allowed me to keep working. generally speaking, my observation of fellow employees and management in particular has been a positive one, and the people at the top really do try to be as effective as they can be. i have observed many of the problems that have been expressed in these forums, and sometimes there have been real dumb stuff going down, but in my ten years i have also seen a lot of people get what they needed to be able to complete their projects in a timely manner. the only people who i ever saw get fired were people who either weren't very competent at their position [and of couse competency is related to wages ie if your getting paid more then more is expected of you], yes it would be nice if you went to the electrical department that every employee was a journeyman elecrician but if that were the case you wouldn't be able to afford the products or the the customers would probably get the info there and go where the prices are cheaper. its a complicated buisness, maintaining all those stores, every store on any given day does from 50000 to 200000 + in sales, that is a lot of interactions each and every day. i personally don't think it is very helpful to focus on what is wrong exclusively. it causes a person to see the person who is trying to help you as an enemy. a great spiritual teacher once said "that grows strongest what you put your attention on." so if one puts ones attention on negativity don't be surprised if you see a lot of it in your life. i feel kind of guilty for not wanting to complain in this forum but life is too short
ted.

i have been working at hd for ten years and have been reading some of the vitriol that is thrown hd's way. its true that there are many problems associated with the operation of such a huge company, i am just an associate there with an extensive knowledge IN ELECTRICAL and plumbing areas. yes smetimes i pull my hair out because it seems from my perspective that sometimes people are asleep at the wheel however generally speaking i enjoy my work. to address a number of issues that have been brought up, we have many women who are manager's asm's, actually the canadian head of operations in canada is a women, minority hiring, we have a nice blend of people from all racial backgrounds, with many phillipean, some african canadians, aborigional, and of course a modest majority of people of european descent. the managers i have been in contact with [5-6] at my store, have again generally been good at what they do. as to how management takes care of their employees i feel myself that they have actually been very good to me witin their mandate which is that they are there to make a profit for the shareholders first. i do have a full dental plan, pharmacutical plan [pays 80%] hd does put some money aside for us, its a kind of rrsp and i make 16.00 p. hr. certainy no get rich wage, but then i am only an associate which means i don't have to take my troubles home with me at night. a few years ago i developed early onset parkinson's disease and i now have a pronounced tremor on my right side, my store has been very accpmodating of my situation, and has allowed me to wthdraw when the symptoms are to severe for me be serving customers, this has allowed me to keep working. generally speaking, my observation of fellow employees and management in particular has been a positive one, and the people at the top really do try to be as effective as they can be. i have observed many of the problems that have been expressed in these forums, and sometimes there have been real dumb stuff going down, but in my ten years i have also seen a lot of people get what they needed to be able to complete their projects in a timely manner. the only people who i ever saw get fired were people who either weren't very competent at their position [and of couse competency is related to wages ie if your getting paid more then more is expected of you], yes it would be nice if you went to the electrical department that every employee was a journeyman elecrician but if that were the case you wouldn't be able to afford the products or the the customers would probably get the info there and go where the prices are cheaper. its a complicated buisness, maintaining all those stores, every store on any given day does from 50000 to 200000 + in sales, that is a lot of interactions each and every day. i personally don't think it is very helpful to focus on what is wrong exclusively. it causes a person to see the person who is trying to help you as an enemy. a great spiritual teacher once said "that grows strongest what you put your attention on." so if one puts ones attention on negativity don't be surprised if you see a lot of it in your life. i feel kind of guilty for not wanting to complain in this forum but life is too short
ted.

I worked at a HD in Maryland from March 2003 through May 2006 when I left to take a position at another company. The biggest beef I had with HD was the "great benefits" that they promote. The biggest joke is the "tuition reimbersement plan". As a full time employee you must be "fully flexible" concerning your work hours, ie.. availble anytime, any days, weekends, etc. If you are part-time you can tell the company what hours you are available to work. So, basically, if you want to go to school, you have to go part-time so that you can get the hours needed to accomidate your class schedule. However, to be eligible for the "tuition reimbersement plan" you must be a full time employee! The system is set up so that no one can take advantage of it! I constantly received praise from my supervisors, ASM's, and SM for my work as a Special Services Associate, gaining the reputiation as the "go-to-guy". I earned my first merit badge my VERY FIRST day on the job. I then recieved Special Services Associate of the month the third month I was with the company. After less than a year with the company I was tapped to teach Special Services/Special Orders in new employee orientation. Other stores would call me concerning correcting errors in special orders, book-keeping errors, etc.. Their appreciation was reflected in the two evaluations that I was there for, the first resulting in a 25 cent per hour raise and the second evaluation when I received a 12 cent per hour raise. Bob Nardelli drove the company, the stock, and employee morale straight into the ground. The year I got a 12 cent raise, Bob Nardelli took home $23 million IN BONUSES ALONE and then left with a $210 million dollar severence package. Now, the only time I set foot in any HD is to visit old friends. I go to my local Lowe's where the staff seem to be more knowledgeable and the store looks "grand opening ready" every visit.