Home Depot

Full review
I absolutely DO NOT recommend Home Depot. Poor customer service, poor delivery (damaged products, poor exchange policy. Also, the review section on the Home Depot Website is a scam. I left a review, but Home Depot only publishes selected "top" reviews and so there is no reasonably likelihood they will post my review.

Here is my experience:

I ordered two of these fireplaces and both were shipped damaged. Here is what happened. The first fireplace came damaged. I called Home Depot to exchange and as per their protocol, I had to purchase a second fireplace to start the order. So now I have purchased two fireplaces. UPS picked up the first fireplace and a week later the second fireplace arrived. IT WAS DAMAGED in exactly the same place as the first fireplace and by remarkable coincidence was packaged exactly the same way that the first returned was re-packaged by me. It appeared HOME DEPOT simply re-shipped the same damaged fireplace which I have now paid for twice. NINE days after the first return, HOME DEPOT still had not refunded me for the first fireplace. 26 days later, the credit has still not been confirmed!! I now have to call my credit card company. 10 days have passed and HOME DEPOT has still not even picked up the second damaged fireplace, and has not refunded money either.

Here is the most troubling thing. I simply asked HOME DEPOT to exchange the second fireplace for an undamaged fireplace, without having to buy a third fireplace. They refused because there is no protocol for this procedure. I asked to speak with a manager. I spoke to a supervisor named AMER. He was unable to deal with this grievance. I asked AMER to speak with an actual MANAGER to which he responded: "no, we do not have a precedent for that". I then asked AMER to leave a message for a manager to call me back. Amer responded: "no, we do not have a precednet for that".

So, for any customers of HOME DEPOT, the best you can expect if you received damaged product is to have to pay again and again to get an undamaged product, and if you have a grievance, THERE IS NO PRECEDENT TO ALLOW YOU TO SPEAK WITH MANAGEMENT.

More importantly, supervisors like AMER will do NOTHING to help. Our renovation has been stalled for 30 days due to HOME DEPOT's product. Finally, you cannot achieve any relief from a store for an online product because the store's view is that Home Depot ONLINE is separate.

We will NEVER buy ANYTHING from Home Depot again. We have also gone out of our way to convey this message to everybody we know, because a company like Home Depot does not deserve anybody's business. Use RONA or TOTEM.