This post is really more of a training, HR/Operations, branding post then bashing Home Depot.  Well maybe it is also a pissed off rant, but that is part of the point.Let me first tell you my last two very recent experiences with home depot.

Our dishwasher broke, so we shopped around and found what we thought was a good deal at home depot. We found someone to help us who seemed very knowledgeable and helpful. So we picked out our washer bought it and arranged for installation. Apparently Maryland or Montgomery County passed some sort of law that says only a certified plumber can install a dishwasher. No one had bothered telling this sales associate. So what I though was an installation date was really a drop off date. We were then given a number to call to set up installation. I was pissed and I tweeted it. To Home Depot’s credit, their social medial team saw the tweet and took action. While we had to live with a giant box in our hallway for a week, they did refund us the installation cost.

So fast forward a little over a month. Our master bath shower door shatters. And when I say shatters I mean into millions of pieces. So cooled off from the last experience and mollified by the social media intervention, we went back to Home Depot. The kitchen/bath lady was tied up but she referred us to someone else that could help us.  He was helpful. We picked out our door. He even gave is some advice. He told us the installers wouldn’t even make an appointment until the door was delivered so we should take it with us. Now there was no way that was fitting in our car so I asked about delivery. He told me a much cheaper option would be to rent the Home Depot truck for $19 versus $75 for delivery, and if we were in a hurry, that was also the quicker option. We asked about price for installation. He couldn’t remember the exact price but thought it was around $150. We got the door and headed to the service desk. We should have known there was a problem when it took 4 people a half hour to set up the installation team/company to give us a call. So when we get the door home and a day later we get the phone call. It wasn’t to install, they said that they were expecting us to buy a door from them. When we said we already had the door, they said they don’t do installations on other stores doors. They used to have an agreement with Home Depot, but that ended over a year ago. So we called HD and they apologized and tried to find some store that would do the install. After several reminder calls, someone finally called us back with a quote of $450 dollars. Needless to say we declined and found someone who would do it for $100.

Now I don’t know where the break down in communication was, between the store upper management and its Sales Associates and MODs, or between corporate and the store.  But the thing is, as a customer all I see is the Home Depot brand that miserably failed us twice in less than 2 months. I can’t imagine buying anything from them that requires install, ever again, all do to a failure to communicate to the line staff. Unacceptable.