Extremely Disappointing Experience with Home Depot Delivery Service
Extremely Disappointing Experience with Home Depot Delivery Service – Order #H0723-328679 I would like to share my extremely disappointing experience with Home Depot regarding my recent appliance purchase and delivery. On May 24, 2026, I purchased a washer and dryer from the Brentwood Home Depot store. The products were both LG models: • LG 7.4 Cu. Ft. Vented Smart Electric Dryer with TurboSteam and Sensor Dry Technology • LG 7.5 Cu. Ft. Stackable Smart Front Load Washer with TurboWash 360 Technology At the time of purchase, both units appeared to be in stock, and the delivery dates provided were May 28. The reason I decided to purchase from Home Depot was specifically because the delivery date of May 28 was guaranteed. I want to emphasize that these same appliances were available at Costco for approximately $600 less. However, I chose Home Depot and paid the additional $600 because I trusted the guaranteed delivery commitment. I had upcoming international travel plans for both my children and myself, and having these appliances delivered on time was extremely important. When May 28 arrived, the delivery had still not happened by 8:00 PM. I attempted to track the order using the information provided and contacted customer service. I was told that the delivery would be moved to the following day. I explained my travel situation and my concerns, then ended the call. On May 29, I contacted customer service again and was assured that the delivery would definitely be completed that day. However, despite calling three separate times throughout the day, the delivery still did not happen. During my final call, I was informed that the delivery had actually been canceled by the delivery company. This was extremely frustrating and disappointing. Throughout this process, I spent many hours contacting Home Depot customer service. I had to call approximately 3–5 times per day, and each call required 25–30 minutes of waiting and coordination. Later, I spoke with Customer Service Manager Lisa, who informed me that the order had been accidentally canceled by the delivery company. I explained the urgency of my situation, my upcoming international travel, and the fact that I had specifically paid $600 more because of the guaranteed May 28 delivery date. Lisa explained that the earliest possible delivery date would be June 2. Since I would already be traveling by then, she worked to move the delivery date to June 1. The appliances were finally delivered on June 1. Because of this failure, I had to make changes to my travel plans, deal with unnecessary stress, and spend a significant amount of time trying to correct a problem that should never have happened. After the delivery was completed, Lisa asked me to contact Home Depot regarding compensation. I want to clarify that my concern was never about receiving a $50 or $100 credit. The issue was that Home Depot failed to honor the delivery commitment that was the main reason I chose to purchase from Home Depot instead of a competitor. The guaranteed delivery date was the deciding factor in my purchase decision, and unfortunately, that commitment was not respected. The situation was repeatedly delayed, communication was poor, and I felt that the seriousness of my situation was not understood. This experience also made me realize that Home Depot uses third-party delivery providers, and once the order leaves Home Depot, customers appear to have very limited control or support regarding delivery scheduling. The lack of accountability between Home Depot and the delivery provider created a very frustrating customer experience. Additionally, the delivery personnel who arrived had very limited English communication ability, which made the situation even more difficult to coordinate. I have been a Home Depot customer and expected a much higher level of service and reliability from such a well-known company. Unfortunately, this experience has been a major disappointment, and because of the delivery issues and lack of accountability, I would hesitate to recommend Home Depot to others for major appliance purchases. I hope Home Depot reviews this situation seriously and improves the coordination and responsibility between the company and its delivery partners. Order Number: H0723-328679