(Update to update: Ended up canceling my order because HD kept dropping the ball. In the end, it seemed that all the "Resolutions" Department did was hand the matter back to Reddaway Trucking. And since the incompetence of the trucking company was the crux of the problem, nothing was done to resolve this. I waited a couple more weeks, made a few more calls to HD, and...nothing. I got a phone call today that was identified, by my Caller ID, as coming from the trucking company. But when I answered, the caller said nothing. Just breathed into the line. I phoned HD and asked for Resolutions. Was asked too many questions by the rude customer service rep before he would transfer me, even though I had a case number. And then he transferred me to a STORE, instead of Resolutions. I decided that I had truly entered one of the circles of Hell when I ordered from Home Depot, and that I might be drawn further toward the center if I continued with this. So I phone again and canceled the order. NEVER AGAIN! How in the wold does this company stay in business?)
(Update two days later: HD has not gotten back to me, and they PROMISED, and I am on endless hold waiting to speak to the Resolutions department. Unbelievable.)
Quel surprise: no one at Home Depot followed up on the promised "rescue" of my shipment from the evil trucking company that has it and refuses to deliver it. So I had to waste more time phoning HD Resolutions Department. The short story is that no one knows for sure where my shipment is. I might still be with Reddaway. Probably. HD assumes that it is. But I won't find out until tomorrow. And then I'll have to wait for what, another week? until another trucking company can go and pick it up from Reddaway and then bring it to me. Eventually. Maybe. I hope.
Adding insult to injury, when the the HD employee phoned me back, after phoning Reddaway, he told me the call was being recorded. He over explained everything, during the call, and was OTT nice, so the recording was obviously for their legal protection. Bunch of scoundrels! They are well aware of their company's poor performance on residential deliveries. Yet they act like this mess is an exception. Look at all the one-star the reviews, HD!
“Three delivery no-shows and counting!”
• Previous review
I have been promised delivery on three days (four days of waiting), and every day was a no-show. How do these people stay in business? HD says they cannot control the trucking company, but the trucking company works for HD. I have spent ages on the phone waiting for HD agents, only to have theme do absolutely zip. Ridiculous!
Update: After third no-show, HD resolution center's solution is to "rescue" (their word) my shipment from Reddaway and place it with another carrier. Reddaway told HD that they could not get a truck up my private road. That is a lie, I know, because I had informed them that I needed a smaller truck (my road is accessible for a 26' bobtail truck, but no larger) before the first delivery appointment. I was informed, by Reddaway, that they always send their smaller tucks to deliver in my neighborhood. And did it really take them three delivery attempts to figure out they couldn't get here? No. They never tried to drive up here. Upshot is that I will wait at least another week to get my merchandise.
“Wish I could give them zero stars!”
• Previous review
Never order anything from Home Depot for home delivery! Or even for delivery to a store. It will be a total waste of your time. I have had issues with HD losing smaller orders in the past (one of them was to be delivered to a store), but the latest debacle is the worst nonsense I've gotten from them.
I ordered two enormous, rigid pond liners, to be delivered by an outside freight carrier (Reddaway Trucking, which is also thoroughly incompetent). The trucking company gave me a four-hour delivery appointment, and then never showed up. I phoned them and got nothing but confusion, so then I tried phoning Home Depot. They called the trucking company, which said the items would be delivered on another day. Just to make things more frustrating, the Home Depot agent told me that I did not need to be present for delivery, as it was just a curbside drop off, so the four-hour appointment for which I had driven to the property and waited all afternoon had been unnecessary! I demanded a refund of my shipping fee, for the missed delivery, and I was refunded.
The next day, no one had contacted me about a future delivery date, so I again phoned HD. The agent told me the items would be delivered that day. Once again, the truck never showed up. So I called HD again, and got the runaround. Asked for a supervisor, and was refused. So at the moment I am out about $500 and have lost a day and a half to waiting for a delivery that may or may not be the correct items. That last detail refers to the fact that the trucking company has my shipment logged as "window coverings," instead of pond liners. They would not confirm the size of the box or crate, which might give me an idea whether the correct items were shipped. What they told me was that I should refuse the shipment if it is the wrong thing.
I cannot believe that a company as huge as HD could be so disorganized and clueless. You would think that any trucking company HD contracted with would go out of their way to provide good service, so as to keep the contract. Yet Reddaway Trucking thinks nothing of just blowing off deliveries. And HD is fine with that? Amazing.