After ordering roofing materials on May 15, I was told that they would be delivered on May 23rd. As required, I paid for everything upfront with a check.
May 23rd came, and I was ready to start putting on my new roof, but the Home Depot truck never came. I called the store, and they told me that they could not deliver until May 30th. It was a long holiday weekend (Memorial Day), and I had also taken the following week off to do my roof, which would have left me with plenty of time. I called Home Depot back and told them to cancel the order unless I could have it by Tuesday, May 27th.
I also spent about 4 hours calling around to local building supply places until I found one with the material in stock. I placed an order with them but had to drive down to deliver a check to pay for it. Home Depot called back and promised to have delivery by May 28th. I stress PROMISES, because that was the exact word that was used.
So on May 27th, I began ripping off the old roof in preparation for the new roof. I also called Home Depot to find out when they were delivering. I left a message, because the person wasn't available. At 6PM on the 27th, I got a call saying that they would not have the material until May 30th. I drove to the store to talk face-to-face with the person I placed the order with.
I told them to deliver everything else but the shingles (which were back-ordered) the next day. I decided to get the shingles somewhere else; after all, I had no roof at this point. The salesperson was actually dumbfounded when I told him I had already ripped off the old roof. I told him that I was sorry I placed my trust in his company too; after all, they PROMISED delivery on the 28th.
The 28th came, and I now had my shingles from another supplier. But I still needed everything else from Home Depot (tar paper, nails, etc.). No Home Depot truck, nothing. I called, and they said they could not deliver partial orders. I then cancelled the entire order. They lost my business. I ran down to the alternate supplier and got all the additional items I needed.
On June 12th, I went to the store to inquire where my money was (over $2600.00). I was told that since the amount was over $500, they had to mail me a check. I told them that this was unacceptable, that I had not agreed to that, and that it was not written anywhere on the sales order. Regardless, they were powerless. I called the main office to find out where the check was, and they told me that the order was cancelled on June 4th (one week after I cancelled it). I was told that they would need to call me back because the department that handles refunds was closed. They would call me back tomorrow.
On June 13th, no call from Home Depot.
On June 18th, I called the main office again (in Atlanta). The person there said she would research and call me back tomorrow.
On June 20th, I got a late call (past business hours) from Atlanta saying that there was no record of the refund and that the manager of the store would contact me by Monday, June 21st.
June 21st: No call from Home Depot.
June 25th: I called Home Depot (Atlanta) to inquire about my refund. They reviewed the record and were surprised that no one had called me back. She put me on hold to contact the managers at the store. After holding for about 15 minutes, she came back saying the store managers were not yet at the store (this was at 11 am). I let her go (I continually told them that I would hold as opposed to being called back), and she promised to call back.
After lunch, I had 2 voice mails. The first was from Atlanta, telling me that she had talked to the manager and that he would call within 2 hours. The 2nd voice mail was from the manager. I called the manager, and he said that he would get the check from Atlanta and overnight it to the store, where I could pick it up.
I am writing this because this is a huge problem with Home Depot. Not once did anyone even say sorry or try to correct the problem, until after over 30 days they realized that they had my money for too long.
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