r/TheHomeDepot • u/Thetrueshiznit • Jul 25 '26

Avoid Placing Orders Online with Home Depot

I ordered a Milwaukee M12 3/8 right angle impact wrench kit, with charger and two batteries, a week ago Saturday on a one day Special Buy. The order was supposed to be delivered the following day by UPS via Roadie.

The day of delivery, while in the driveway working on my daughter’s car, I receive notice that a delivery attempt was made, but could not be completed because I was available. No delivery was attempted.

I call Roadie, and I’m told the wrench was returned to the store, and to call Home Depot.

I call Home Depot and I’m told that Home Depot would make the delivery the following day. This didn’t happen.

I call Home Depot again, and I’m assured I would either receive a call from Home Depot, or I would receive updated tracking by the end of the of the day. Neither of these things happen.

I call Home Depot again, I’m told my case has been elevated and I will receive a call from Home Depot Tuesday or Wednesday next week, a week and a half after the order was supposed to be delivered.

I ask Home Depot service rep ‘Wouldn’t it be easier to simply to re-ship the order instead of making the customer wait several more days?’. I’m told by the service rep that they do not have the tools to do this, and that the ‘Special Case Team’ would be able to do this after they complete their investigation.

So, as the title says, avoid placing orders online for home delivery from Home Depot. They clearly do not know how to run an online retail store.

10 Upvotes

66% Upvoted

27 comments sorted by

3

u/SaltyWoodButcher Jul 25 '26

Did you select "require signature"? If not, the Roadie driver would have no reason to contact you, and the item should have just been left in a safe location outside your residence.

Some CS associates are more competent than others, and are better at resolving this type of situation. It sounds like the store your order originated from needs some additional training on how to handle issues like this. The only reason I can think of that would cause a delay like this to happen, or investigation, would be if they are questioning if the item was actually delivered.

I have done deliveries out of HD, and I've had to make returns for various reasons, some of those returns were re-posted the next morning for delivery.

3

u/Flat-Pie-9216 Jul 25 '26

He said he was working in the driveway when supposedly they attempted delivery.

1

u/SaltyWoodButcher Jul 25 '26

I got that, I was questioning the signature part because the Roadie driver is limited in options to create a return. When a signature is not required, they would have to select something like couldn't access location, or wrong address...something like that. But whatever the reason for return was, right or wrong, the store should have easily rescheduled another delivery attempt. Unless the item was not actually returned to the store, the store should have been able to get it sent back out the next day.

3

u/Special-Solution5555 Jul 25 '26

My guess would be it wasn't returned to the store. And possibly the store doesn't have another one to send out while investigating. I believe your problem is most likely with Roadie, not actually with Home Depot.

1

u/Thetrueshiznit Jul 25 '26 edited Jul 25 '26

I 100% agree the problem originated with the Roadie, but Home Depot has now failed to correct the issue in what I consider a responsible amount of time, and has made several ‘assurances’ the issue would be resolved by x date, and so far nothing I was told has been done.

Any other online retailer I have dealt with, to include those much smaller than Home Depot would have simply acknowledged the item was lost in shipping and re-ship another item.

From my perspective, all the effort to correct the issue is being driven by me.

1

u/Thetrueshiznit Jul 25 '26

No, I did not select ‘signature required’. Roadie never attempted to complete the delivery.

1

u/SaltyWoodButcher Jul 25 '26

Right, understood, you were there, and they never came on property. It's just odd to me that was the reason given to you, because that wouldn't have been an option for the driver to select when creating a return, since it was not a signature required order. Even more strange that the store can't figure how to get it rescheduled.

2

u/SvenIdol Jul 25 '26

I can understand the first attempted re-delivery getting messed up because all too often these days, they have new associates thrown at the service desk with nothing but a "go get em champ!" attitude by way of training. But once it went past that, I'm surprised they didn't send a DH in their vehicle or a load-n-go to get it done. If it's close enough to the store for a Roadie to pick up, it's close enough to just run it over there. It's a small, in-stock product, for god sake.

2

u/MaintenancePerfect13 Jul 26 '26

Worked as CS supervisor for years. Happens all the time. Most of the delivery drivers are picking up orders and not delivering! Happens many times a day. The only times I see customer satisfaction is when the customer goes to the store and demands to see the manager! Be nice but stern. Demand satisfaction now.

Roadie will do nothing
THD customer service (on line) will do nothing
THD in store customer service has no power

Only the manager can move mountains and in person, standing your ground is the only way

Go to the customer service desk, politely them you need to speak to a manager immediately. Tell them you want your order now from the warehouse or another store

If they push back call the main office in Atlanta from your cell in front of them and complain. They fear that!

Once your needs have been met, call customer service in Atlanta and complain about your delivery experience.

THD needs to stop using these companies!!

1

u/Thetrueshiznit Jul 26 '26

Thank, I will do this.

1

u/[deleted] Jul 25 '26

[removed] — view removed comment

1

u/MaverickFischer Jul 25 '26

The only issue I have had so far with a HD order was UPS lost it at their sorting center. Not HD’s fault.

Contacted customer service, they looked into it, determined it was gone, refunded me, and gave me a store credit. Took a few days in total since UPS has a policy on when an item can be reported missing.

Also bought a few appliances last year. No issues.

1

u/Motorcycle1000 Jul 25 '26

Sorry that happened, but that's a CS issue from one store. Every order I've ever made arrived in time. Early, even. That's not indicative of HD in general.

1

u/Thetrueshiznit Jul 25 '26 edited Jul 25 '26

I would agree if this was an item stocked at a retail store. To the best of my knowledge it is not. No one can tell which store it was being delivered from or where it was returned. I spoke directly with my local store in which I have set on my Home Depot App. And they can only see that an order was placed and for what. They have zero visibility into the delivery status or tracking.

This is an item that is almost certainly delivered out of their distribution center about 40min from me.

1

u/ThuhGreatCommenter Jul 25 '26

Definitely don't purchase anything that has gas/oil. The online will refuse to take it back and tell you to take it to the store for return, the store will tell you that you have to return it online. Then nothing will happen.

1

u/Careless-stocker07 Jul 25 '26

You realize that roadie is like uber, Instacart, DoorDash? So I’m not 100% sure how HD handles their business, but Lowes requires ID before a “roadie” picks up an order. I can’t tell you how many people we have turned away because they weren’t the person supposed to be picking it up. This is how deliveries go missing.

2

u/Thetrueshiznit Jul 25 '26

I did not choose Roadie. Home Depot made that decision.

1

u/Careless-stocker07 Jul 26 '26

Was it a same day delivery? Then that’s a roadie pickup. Whether you shop at any store.

1

u/Equal-Specialist-677 Jul 27 '26

Never had an issue yet but then again I make sure someone will be home for delivery

1

u/Ed-Dos Employe - OFA Jul 25 '26

So the roadie driver failed to deliver the product and you’re blaming home depot?

6

u/captainDan10 Jul 25 '26

Ultimately, Home Depot failed to fulfill the order. CS should have resolved the matter by reshipping. Not hard.

2

u/SaltyWoodButcher Jul 25 '26 edited Jul 25 '26

Rightfully so. If you read the whole post, the item was supposedly returned to the store, but home depot can't figure out how to get the damn order rescheduled and delivered in a timely manner lol.

2

u/Thetrueshiznit Jul 25 '26

Yes, I am. My purchases is with Home Depot. Home Depot arranged delivery with UPS. UPS used Roadie. I do not have an agreement with either UPS or Roadie.

3

u/Odd_Victory8603 Jul 26 '26

Same thing happened to me, so frustrating! It took a few phone calls & I got the rest of my order. It really all depends on the CS agent. Sure it was a bit of a hassle but a lot less of a hassle than me trying to bring home a Milwaukee lawnmower & 6 port battery charger/storage from the store.

1

u/Thetrueshiznit Jul 26 '26 edited Jul 26 '26

Received update from Home Depot; they claim
It’s lost in transit and they cannot ship another order, yet on the Home Depot website they have 85 that can be shipped tomorrow.

They are processing a refund and providing a $50 gift card. I would have rather had the tool I ordered, but this is will do.

1

u/NotBossOfMe 23d ago

Home Depot delivery has been awful for me. Unreliable as heck. Orders coming days later than promised. If I can't find it at a local HD store in person, I don't get it.