Beverly D.

I went to the home depot store in St. Charles, MO, visited the Pro Desk and ordered fencing for my home. During the ordering process we were told the fence, post and cement would be delivered within 7-10 days. We specifically asked if it would be here before Labor Day... of course, it should be here no later than the 3rd was the response from the Pro Desk Rep.

On September 2nd I contacted the store to make sure everything was in order and was told part of the delivery arrived last Saturday and the fence panels would be delivered September 3rd. My husband and I were going to home depot to purchase more items and decided to stop by the desk and schedule the delivery to the house. But to our surprise the fence hadn't been delivered to the store. When we asked why not the CSR said she wasn't sure why it hadn't been delivered. She contacted the vendor, while we were at the desk, was told, and I quote..."We didn't have enough room on the delivery truck, so we decided to ship it with the order next week." She covered the mouth piece of the phone to tell us what she was being told. When I asked what does that mean and when next week would it be delivered, she asked the vendor and they responded they didn't know what day next week.

I asked to speak to a manager and Tom came over. We explained the situation, along with the fact that our dogs were being kenneled until the project was completed. His response was he couldn't do anything because of COVID-19 and delays happen. I'm not sure what COVID had to do with a vendor making a decision to not put an item on a truck... but I guess that's everyone's go to defense when something goes wrong now. He then stated he could call the vendor NEXT TUESDAY the 8th to find out when the next delivery would be. Now today was Wednesday the 3rd, why he couldn't call right then and ask, was beyond me. He also suggested he could refund our money, but it would be 3-5 days before it would be applied to our credit card.

It took home depot an additional 8 days to get the fencing delivered to our home and the contractors an additional 7 days before we could get back on their schedule for installing the fence.

Trying to get someone in customer service to understand what an inconvenience the delivery delay had cause was useless. All everyone kept saying was sorry, we understand, sorry... but the apologies were all scripted and insincere. How can you understand when their dogs were not in a kennel for 3 weeks, or their home didn't have holes dug around the perimeter waiting for fencing.

Home depot will never get a penny from me again. I will take my business to Lowes, were they treat their veterans and customers with respect.