September 2022 by Lena S.
I am abhorred by the treatment I have received from Home Depot thus far. I am a Pro customer under the Xtra Loyalty Program and I was hoping to remodel a closet but by the way Home Depot has treated me as a customer, why wouldn't I take my business elsewhere...I made a consultation appointment over two weeks ago for a specialist to come in and give me a quote for my closet, discuss options, and talk through my needs. The individual who was booked never came in, never called and I missed an entire day of work pay because I was waiting for him to come. I decided to give Home Depot another chance and booked another appointment because I do al my shopping at Home Depot and am a loyal customer. I made an appointment with another person who called me two hours before our scheduled time to come early, and when I couldn't, he asked me to make my appointment virtual out of convenience for him. I agreed because I'm an understanding person, but then he asked me to measure the closet myself? Why am I doing work for your consultants? The whole point of that one hour session is for the person to come to my house, take the measurements needed, discuss options that cater to my needs, and put together a quote. That is not how you do business. Regardless, I sent him the measurements and was waiting for the Zoom link he promised to send me for my 7:30pm appointment. The appointment time came and once again I was never called or consulted. Nobody showed up and I had no zoom link. I called customer service by 8:30PM and a representative said she would get in contact with this individual immediately, and she did. He called me back a few minutes later saying he forgot the appointment time. He said he would get back to me in a couple of hours with a quote (it was already 9:00PM). This is extremely unprofessional and I should not be getting contacted in the middle of the night. We never even discussed anything - how is he sending me a quote when I didn't tell him what color I want, how many drawers, the structure, etc? Why am I not valued as a customer and why are my appointments not taken seriously? I called and asked to speak to a supervisor the next day and I was connected with Omar. Omar assured me that someone would contact me within 24 hrs with an appointment time, a consultation and a way to make me satisfied. Ten days have passed since then with no consultation appointment, no call from Omar and no appointment time given. I am baffled with how unprofessional a large company like Home Depot is. The way they treat their customers is disgusting and there is not a single person that I spoke to who took my concern seriously. The fact that I have to write a complaint like this for a service I have never received is a waste of my time. This company has cost me two days of pay, wasted countless hours of my time with going back and forth with people who do not take their job seriously. Customer satisfaction is clearly not important to this organization. I urge you to hire competent individuals who will be professional, keep their appointment times and leave their customers happy. This has been a disgusting experience and I am angry, unhappy and sickened by all I have went through.
