Home Depot rant…

[Raymond]

Honestly, Home Depot has become the Guitar Center of hardware stores. A couple of years ago it used to be good, but now the product selection and service are as crappy as it gets.

My latest...

For some reason, I can’t find the filters for my AC unit, 25 x 25 x 1. I stopped at Sears hardware in my way home but they didn’t have it. The guy who places the “special orders” wasn’t there so I went to Home Depot, which didn’t have any either. I go to the customer “disservice” desk and the guy tells me that they come in boxes of 6 and that each box costs 16 bucks. I ordered two boxes.

They were supposed to call me a couple of days ago, but no one did, so I decided to call and find out what’s going on. The same guy tells me that the order came and that my 2 filter elements were ready for pickup. Elements??? I’m supposed to get two boxes, I explained to guy. Well, apparently they put an order for 2 elements, not two boxes, and by the way, they were charging me 16 bucks for EACH element. W T F????

I asked to talk to the manager, who proceeded to tell me that it was my fault for placing the wrong order. My fault??? Since when the customer goes into the system and places orders???? I’d understand the logic had I done on-line, but it was this moron who screwed up. The guy simply said “I really don’t care. It’s your order, and you messed up. So, please come and pick up your filters and if you want more order them when you get to the store”

You know? I’m sure no one in a store cares about anything, but saying that to a customer…. I did go to the store, but to get my money back! The manager went ballistic and started to yell in front of all the customers in line and even asked me to “meet him outside.” Unbelievable! I told him “ok, let’s go”, knowing that cowards with big mouths do nothing. I waited for a few minutes and one the cashiers told me he was in the office… Incredible

I’m telling, you, I’ve gotten crappy service, but this one has got to be in the top five. The part the really gets to me is that there was no other manager to speak to, no way to place a formal complaint; no nothing!

I’m not buying in that crappy store ever again. Lowe’s here I go.

[GopherTele]

Great story.

I love the idea of him challenging you to a brawl right in the parking lot!

He may think twice next time he makes an empty threat (to a customer no less!).

I'd see who his boss is and get in touch with him.

[dhdfoster]

Wow, that's pretty bad. Here's mine:

I went there with my girlfriend last year. It was on the weekend, and her dress and appearance were casual. It's a hardware store. We talked to the sales guy for awhile about something and he said to come back, that the item may come in. He was very nice. Then he said to my gf...

"Yeah, and next time you can fix yourself up a little."

Last time I went I was looking for the nut that holds a Bigsby handle on. The guy said "we don't carry anything that small."

[JoeAArthur]

Unfortunately bad customer service is not just limited to your particular Home Depot.

I'd been using HRBlock for taxes for about 22 years... and then several years ago they lost my W2's... some mixup when they sent it to a branch office to get it reviewed (couple of different state income stuff). When I picked them up and noticed no W2's I asked for them... and after a couple of calls the "manager" told me it was MY FAULT they were lost (because "obviously" they would never loose them. I went ballistic. I did go over his head... to the branch office manager. He only offered me a $25 discount coupon for next year. I wound up making copies of "my records" copy I got back before they did the review stuff. I haven't been back to one since. Using some place at WalMart that ain't an HRBlock.

Definitely a lack of personal accountability out there. It's the same "lack of caring" that almost drove K-Mart out of business.

It's like "why don't you go elsewhere so I don't have to be bothered".

[Seminole90]

I wouldn't put up with that kind of treatment or behavior. :evil:

I agree with GopherTele and take it up a notch. You can call the Home Depot main customer service number or even better, call the corporate offices:

Customer Service, 1-800-553-3199

Coporate Offices, 770-433-8211

I would get the money back with an apology and then start shopping at Lowe's.

[Bill]

I had a problem like that once, with an electronics company giving me the runaround and not sending me the rebate they were supposed to, even though they admitted that they were the one's who had lost my paperwork.

Anyways, after nine calls and getting nowhere, I wrote to their head of PR, and said he could read the details of my problem along with the text of all the phone calls on any of the following websites, where I'd posted about it.

Got three people calling me within hours, apologetic and falling over themselves to send me my money.

[guit145]

That's awesome, I just recently realized that Guitar Center had turned into Home Depot. :evil:

[guitar_ed]

Call corporate and ask for the office of el Presidente, Mr. Robert L. Nardelli. You probably won't talk to him, but you will talk to his asst., and that can be just as good. Tell her what happened, and you would like to know how to handle it. (Assuming that it is a her and not a him)

Be polite, be nice. The person you talk to will not be the goober who threatened you. Use honey not vinegar to get your way. I used this approach on a local computer chain, and it worked wonderfully.

Oh,by the way: Call the local PD and file a complaint with them.

You will be amazed at what happens next. He will have more coporate managers calling him than he knew existed. And if you call the PD, the legal dept will also call him. And all of this goes into his Home Depot employment record. It is often called a "career limiting manuever".

Guitar Ed

[Poppatwang]

when I miss my first wife. She'd of gotten a hold of
Home Despot's CEO & by the time she was through
that managers hide would have been flying from the
flagpole. There was a scary beauty to seeing her in action.

[agent2x4]

Why anyone would choose to go into one of those big box stores when there are usually some independent lumberyards and trade shops (where you'll always find someone who knows what they're talking about) absolutely eludes me.

I'll go in there, but only when all other options have been exhausted.

[stevieboy]

He should never get the opportunity to threaten another customer, he should be out of there. My experiences with Home Depot are all positive, he sounds like a really poor manager, and your problems very possibly are a result of his management in the first place. I would definitely pursue this up the ladder. I'd guess Home Depot would thank you, and very probably the people who work under him would as well.

[Raymond]

Originally Posted by agent2x4

Why anyone would choose to go into one of those big box stores when there are usually some independent lumberyards and trade shops (where you'll always find someone who knows what they're talking about) absolutely eludes me.

I'll go in there, but only when all other options have been exhausted.

Unfortunately, because of all those "big box stores," there aren't any Mom & Pops hardware stores around where I live anymore. I remember, back in gard school in Columbus, that there was this hardware store that was a real pleasure to go to. Getting stuff for 5-8% less in the other ones isn't worth the pain.

Thanks guys for posting the phone numbers. I went to the HD website and couldn't find anything. I'll call and see what happens.

[JoeAArthur]

Originally Posted by Raymond

Thanks guys for posting the phone numbers. I went to the HD website and couldn't find anything. I'll call and see what happens.

Unfortunately, in many companies... of a certain size and age, unless you have a back door in like this... "you cain't get there from here".

There is a local company. Their CEO is the greatest... and if he ever got a complaint from a customer he would take it on as a personal objective to get it solved.

He has done so in the past. Today, there is no way to get in touch with him - that was not his choice or mandate, but those endless barriers and mazes that were put in place to prevent a customer from contacting him were all instituted by his "middle managers".

It's a little sad... the higher an individual goes in a company the more he is cut off from the real world... the world of what's really happening vs what he is being told what is happening.

[gtrman911]

i had a similar bad experience w/ a HD employee..

i wrote to HD ( i found a mailing addy on their website)...
you can also call your local HD and find the name and addy of their district mgr.....they HAVE TO give you that info if you request it

another angle is to ask/find out when the big-wigs will be in the store for an inspection....they do that periodically
if you show up then, you'll have a captive audience....that guy will sh*t bricks if you show up then...

fwiw, my complaint got the woman busted down a rank to cashier....she was MOD/head of the cashiers

if i can find that addy, i'll post it
try doing a search for HD corporate HQ, and don't forget to get the store # and the guys full name, along w/ dates and names of people who witnessed the spectacle

kick ass, and take names, bro!

[jguitarman]

2455 Paces Ferry Rd.
Atlanta GA. 30339-4024

You have their tele. number but don't waste your time calling. Send them a letter addressed to Customer Relations or to The Office Of The President.
I'd send it registered or via overnight delivery so you know that they got it and you will know who got it.
Don't let this slide. Do it now. Bastards like that shouldn't be working with the public. I'm sure HD will take of you. I'm also sure that they will be more than concerned.
I'd also tell them about your post here.

Let us know how this gets resolved.

[xStonr]

I've had a couple of intersting experiences to share regarding Home Depot. First one is we got a kitchen counter from them and had them install it. It was in 2 pieces and the seam was really noticable. A small defect when the counter was cut. We would have taken some money back to keep it cause it wasn't that bad, but they insisted that they would insall a new one. Which they did and it looked fine, but they didn't want to take the old one away. So in essence, they lost more money than they would have if they had just given us some money back to keep the original one. The second time, my wife wanted an electric fireplace for our front room, okay so she orders one that fits our budget. They say it will take 2 to 3 weeks to get. Five weeks pass and no fireplace. We find out that the model they special ordered was not being made anymore. My wife got upset, in a teary way, and Home Depot gave us a model that was waay nicer and a lot more expensive than the one we ordered to keep her happy.

[jwsamuel]

Originally Posted by Raymond

The manager went ballistic and started to yell in front of all the customers in line and even asked me to “meet him outside.” Unbelievable! I told him “ok, let’s go”, knowing that cowards with big mouths do nothing. I waited for a few minutes and one the cashiers told me he was in the office… Incredible

That didn't happen to be the store in Neshaminy, Pa., did it?

I had a very similar experience there three years ago. I rented a rug cleaner and when I took it back, they had charged me for an extra hour when I had returned it on time. I asked to speak to the manager. The manager was out so the assistant manager came instead. He told me he wasn't going to do anything about it and then started to walk away. I told him I wasn't done talking with him and he went nuts and yelled for me to get out of the store or he'd make me sorry.

I wrote a letter to the CEO of Home Depot (who never even acknowledged receiving it, BTW) and copied the store manager as a courtesy. The store manager called me and told me that if I ever set foot in the store again, he'd beat me and then call the cops and have me arrested for tresspassing.

I have not set foot in a Home Depot store since then and never will again. I go to Lowe's.

Jim

[jwsamuel]

Originally Posted by guitar_ed

Call corporate and ask for the office of el Presidente, Mr. Robert L. Nardelli. You probably won't talk to him, but you will talk to his asst., and that can be just as good. Tell her what happened, and you would like to know how to handle it. (Assuming that it is a her and not a him)

Won;t do a bit of good. Three years ago, I had a problem with Home Depot. Since I had just seen Nardelli on TV several times talking about how important customer service was to HD, I Fed Exed him a letter of complaint. I got no response. I Fed Exed him a follow-up letter. No response. I called their office and asked to speak to him or his secretary. They put me through to customer service who told me that all letters and calls to Nardelli from customers come to them, so there was no point in trying to reach him directly.

It seems to be a company designed to shield management from customers.

Jim

[jwsamuel]

Originally Posted by agent2x4

Why anyone would choose to go into one of those big box stores when there are usually some independent lumberyards and trade shops (where you'll always find someone who knows what they're talking about) absolutely eludes me.

Here's why I am forced to go to Lowe's: The independent stores near me are only open when I am at work. I can't see using a vacation day to go buy 2x4s for a project.

I'd love to support an independent but sometimes independents make it difficult.

Jim

[JoeAArthur]

Well... if you were a worker at HD (or any company for that matter)... who would you rather have upset? A customer or your MANAGER (of any level).

Sad. But that's why businesses tumble under... once they get "comfortable". It happens all the time.

[xStonr]

Looks like I'm the only one with a positive HD experience.

[jwsamuel]

Originally Posted by xStonr

Looks like I'm the only one with a positive HD experience.

Oh, I had plenty of prior positive experiences at HD. It's just that when the store manager threatens to beat you and have you arrested over a $2.15 charge, you tend to forget about the good experiences.

Jim

[Raymond]

I went to Lowe’s last night. What a difference!!!!

Of course, they didn’t have the filters. Apparently, there are few units left out there that uses that size (my unit is 25 years old). So, they had to put a special order for them.

Here’s the main difference.

The sales associate got into the system and found the items. Then, he called a manager because he believed that I was getting charge way to much and also because the system only allowed him to order 3 at the time. The manager came, hit some keys and voila! I’ve got an order for a box of filters, at 4 bucks a pop, not 16!, and they should get to the store by July 12. The manager even took a small notebook and wrote down my name, phone number, and order number, “just in case.”

I hope the second part of the transaction goes as smooth as this one.

By the way, I ran into an acquaintance in the store, who’s a contractor, and I told him about my HD experience. He thinks all HD in the area a POS, and that since Lowe’s opened in town he goes nowhere else.

[teledude66]

not really a rant just idiocy at it's finest ...i went in to get a bolt i said" it's a 1/2 inch fine thread " his question "what's it going in" i should've said "a hole 1/2 inch wide with fine threads" i told him it was on my HD and he said "you'll probably have to go to the dealer for that" then he proceeded to doubt me by tring it in the lil bolt sizer and says ..."looks like a 1/2 in fine thread to me" ....if i wasn't toting my 3 yr old on my shoulders i could've strangled him .....

[lewis]

The Home Depot near my house is only good if you know what you need and know where to get it. If you have to talk to a sales associate for any reason...you are in trouble.
We are fortunate enough to have a locally owned hardware store that's a mini version of HD. Their sales associates will actually help you and the prices are nearly the same, sometimes better.

[halouis]

Damn Raymond! thats just crazy. I mean unbelievable.

WHen I lived on Long Isladn We had HD and I hated going there. terrible service. crowded to hell. THeir lumber selection was horrible. However I still had to go there for some stuff because of selection. always a dread.

Now we just have Lowes here in central VA as the big sperstore and they are MUCH better. I see you had the same experience. Their lumber is far superior too. But its still a super store and I dont love going there, but sometimes you just have to.

I like my little local Ace Hardware best.

[kerc]

I prefer to go to the local mom-and-pop hardware stores. The service is far more friendly, they really make sure that you get what you need, give good advice, and the price difference is really small.

[reverbbb]

Raymond:

Go to your local grocery store. Surprisingly, many of them carry 25x25x1 filters.

Filters happen to be my current line of work (how interesting is that? ). I am surprised that HD or Lowe's don't carry that size since it was so hugely and widely used. You can also contact HVAC companies (distributors preferably) and ask to buy some filters.

I'll tell you, that there are many types of filters - 3 of primary concern:

1) There is the most common type that does -0% for improving the air quality or reducing dust in your home. They are specifically designed to keep large debri like dust-bunnies, leaves and rodents out of the coils and motors of the HVAC equipment. They are easy to recognize by the often blue loose webbing that you can see through.

2) Electrostatic are better, but require you to clean them every month with a water hose. If you let them go for 6 months, you could damage your equipment and your energy bills will go up.

3) MERV rated filters. These are generally the best cost effective types to improve the air quality. They cost about $8 each, but will generally last 3-6 months. They dirtier they get, the more they filter. The down side is that they MUST be replaced on a rigid schedule or you can damage your equipment and energy costs will go up. 3M recently got into trouble for rating their 1" filters too high (seedy filter business). Look for a MERV 8 or higher filter. 3M is REALLY good, they just were over optimistic with their ratings.

I had a frustrating experience with GC once. I got pissed that they would mark equipment with prices, then they tell you it cannot be sold because it is coded as "demo". There was a specific rack mount mixer that I wanted, but I could not get any other answer than "it's not for sale", even though there was a price tag hanging on it. So, I came home and emailed the GC Customer Service and voiced my complaint. The next day, I got a phone call from the manager of that store. He was EXTREMELY polite and apologetic. He said they will sell me that mixer AND at a reduced price. A few minutes later, the sales guy called me and "begged" me to come back in and work out the deal. They gave me 40% of an item that "was not for sale at any price". Contacting the corporation certainly woked in my case.

[Raymond]

Originally Posted by reverbbb

Raymond:
Go to your local grocery store. Surprisingly, many of them carry 25x25x1 filters.

I am surprised that HD or Lowe's don't carry that size since it was so hugely and widely used.

Reverbbb, thanks for the information. I'll check out the grocery stores then! If they have them, I'd shoot one of my feet for being such a moron....

None of the big stores around here, HD, Lowe's, and Sears, carry that size. The largest was 20x25x1. They've some adjustables, but one side was always 20".

I'm relieved to know though that the 25x25x1 is still widely used. I was seriously thinking about getting a 5-year supply of them.

Thanks a lot also for the tips. Everyday one learns something new in this board even if it’s not guitar related!!!!

[skepticult]

The last two times I went to Home Depot they sent me to Ace Hardware because they didn't carry small threaded screws.

8,000 different faucet handles, but only one type of screw. Strange!

[Charlie Bernstein]

shop out of the box.

[TJNY]

Originally Posted by Charlie Bernstein

shop out of the box.

or get a different size air handler!!

[BLACKCAT69]

Originally Posted by skepticult

The last two times I went to Home Depot they sent me to Ace Hardware because they didn't carry small threaded screws.

8,000 different faucet handles, but only one type of screw. Strange!

ACE is a great store. Support your local underdog. Makes more sense. The Wal-Mart-ification of the market is not good.

[skepticult]

Ace is the place...unfortunately it's the place far away from my place.

[dk]

given the state of large retail operations these days, I don't doubt these exist in droves. I've certainly had my share with any number of large operations.

If you want to call attention to this, get hold of some local newspaper reporters and television stations. Many of them have consumer advocacy reporters and operations and love to call the big guys on the carpet when they can. Post your story where you can and encourage folks to call this store and HD headquarters and complain themselves and let them know you are taking your business elsewhere. Just be certain to stick to facts if you do make a post - some of these chains can be a bit litigious or threatening when they get too much bad press and feedback.

Whatever you do, don't drop the matter - that is just what folks like this count on. You can believe this guy has done this before and will again if given the opportunity.

[reverbbb]

Remind me to use my spell checker from now on. Geesh!!!

Ace and several other franchises are beginning to stream-line their product offerings lately. It is not strictly to sell the highest volume of products, but to stay cost competative with the big-box stores. If they by some obscure electrical breakers for $20 each, they might sit for 8~10 years before they sell half of them. That didn't use to be a problem for some small independents, hence why they had such deep inventory varieties. But in the franchise world, cash flow, quick turn and profit are driving these small stores to become more and more sterile in variety.

[fungusyoung]

Originally Posted by jwsamuel

Here's why I am forced to go to Lowe's: The independent stores near me are only open when I am at work. I can't see using a vacation day to go buy 2x4s for a project.

I'd love to support an independent but sometimes independents make it difficult.

Jim

I can relate to that. Given my schedule, our only option for most things is Home Depot or (better yet) Sears Hardware, though we have a Lowes not too far away. It's nice to pick stuff up at 7 AM or 8 PM when you work &/or travel a lot during the week.

It is sad for the independents, and I love any good independent store as much as the next guy... but the hardware types have really struggled to stay alive.

The HD strategy kills me. I remember when they first opened up in East Meadow on Long Island. They were great in the beginning. Very knowledgable people on the floor, always available to answer questions and they actively had people running around looking to help customers that appeared confused. Well, that faded pretty fast, and now you are lucky to find anyone to help let alone anyone knowledgable. I haven't been to that particular store in some years, but it was very bad when I left the area in the late 90's & it seems similar in every HD I have to frequent now.

Same thing goes with many of their products. I learned an interesting lesson from a plumber about 3 years ago. We were having a new kitchen faucet installed, and our plumber said he would not do the job if we were getting the faucet from HD. We were not, but out of curiosity we asked why this was an issue. He said they force all the major manufacturers (such as Delta, etc.) to use the cheapest parts possible in order to get them the lowest wholesale deal. They seem to really beat their suppliers down to the point where it compromises quality.

Pretty sad, really. I'm not sure how I'd react if I made Volvos and my retailers demanded I use Geo parts to save $, but I guess it poses a tough business decision for the big manufacturers who are held hostage by firms like HD.

[guitar_ed]

Call the cops! If the guy threatened you, that is called "Assault" I would have imagine that having a store manager arrested for threatening a customer is not a "good thing" in their eye.

Guitar Ed

[stantheman]

I went to a Home Depot yesterday to pick up a palm sander and a dremel kit for The Kid's Christmas present,
anyways - I'm in one of the tool aisles and a guy and his wife and their two young children come in with a broken phillips head screwdriver purchased at THAT store with a
receipt no less and were told that they had to call the "toll free number" and mail the part back THEN wait for an evaluation as to whether or not the tool was "abused" (a "Husky" brand made in China). The guy was told when he bought the thing that it was guaranteed "for life" ....no doubt "life of the tool" 8) .
ANYWAYS I walked out too and got My stuff at Sears....
can You say "CRAFTSMAN".....?
All Home Depot sells is "Made In China" crap - that's IT.
My cousin who works part-time at a Home Depot in Massachusetts says that this CEO is widely despised at EVERY level in their corporation - EXCEPT ONE - the shareholders - AND - that workers at his former company ( GE ) openly cheered when his departure was announced.
That ought to tell You a thing or three right there.

[doogie]

HD does not have exclusive rights to Ahole employees and Managers. I think everyone has had a less pleasant experience with many businesses. You just happened to find one in your HD. Head offices should be more customer diplomatic but even if you got a letter of appolgy from the CEO himself, how sincere would it be.

I prefer smaller indendent businesses, especially music stores, but they are getting few and far between.

Also, in some cases the customer is not always right. I have seen people try to return items that have been used and even clothes that had obviously been worn.
They go ballistic when a refund is not given.

My wife owns a small retail store with a majority female clientelle. She is extremely well like by her customers but I have seen her take a sh#@ from totally rude and wrong (ladies??) and most extreme she has been is to agree with them when they threaten to take their business elsewhere.