The Home Depot App Negative ReviewsThe Home Depot, Inc.

The Home Depot Negative Reviews

4.8125 star

Total 23 Negative Reviews

The Home Depot App Complaints & User Negative Comments 2024

The Home Depot app received 23 complaints, negative comments and reviews by users. Have you ever had a bad experience using The Home Depot? Can you share your negative thoughts about the home depot?

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The Home Depot for Negative User Reviews

Worst customer service EVERI ordered carpet for my living room and stairs. When they came to measure, I told him I was undecided on color but it would be one these two and I provided the samples for him. They were the same carpet just different colors. He took a photo of the labels on the back. When the quote came in, he had identified a color that was not one of the two but ok, no worries. I phoned in the order per the instructions and asked that the color be corrected to the one I decided on. It was. I paid and waited for my carpet to be installed. When the installers arrived, he asked me to verify that the carpet was correct. It was not. We had moved all our furniture and were finishing up a major remodel. I did not want to wait another month! Reluctantly, I approved the carpet they brought but not until I spoke with the manager and they assured me they’d “make it right”. Whatever that means. I got a call the next day from someone who said he was going to try to get a refund for me of some sort. Three weeks later, a different manager called to see if all was resolved and when I voiced my dissatisfaction, he said he’d get back to me ASAP. That was over 3 months ago. They could really care less and that upsets me greatly..Version: 6.10

Worst service everI ordered 3 windows from the Hercules ca store. The sales person said he was new but knew what he was doing. The windows were ordered backwards. 1 window could not close. Then I started calling the store. Leaving messages for Stanley the special order specialist. After leaving 16 calls I finally got in touch with him. He promised me a call today from him and the manufacture. Only the manufacture called after I called 4 time for Stanley. They will be our to my home just to inspect within 3 to 4 days. Then not sure how long to resolve the issue. Today Stanley would not take me call but had a female relay his message. I went to Home Depot to save money but after the wrong windows, wrong opening, non working window. I should have gone elsewhere. The worst part is you cannot get the store to answer the phones. I wish they had a 0 star for yelp. Also the manager, district manager or regional manager also will not return my calls. I guess they can’t find a female to make the call for them. Disappointed customer. I’m switching to Lowes. Day 7 still no calls from management. The window company called and set an appointment for 2 weeks out. So I have a defective window and have to wait 2 weeks to get an inspection. Then another 2 weeks to get the replacement. Again, buyer be ware. The worst service in my life..Version: 5.23.1

Horribly inaccurate inventoryI’m a contractor, so I don’t have a lot of time driving around looking for material on the clients dime. I needed some 8’ 1x4 FJ trim, app shows 188 in stock, but when I get there the entire section is empty. Associate says they don’t have any. How do you “lose” 188 pieces of 8’ trim?!? OK, so I try to be more efficient with my time by placing an order through the app for curbside pickup of some shelf brackets. Again, app shows plenty in stock, so I place my order in the afternoon with the intent to pick up on my way to the job site the next morning. Except I get an email a few hours later that my order is cancelled, item not in stock. Oh, but they already charged my card for something they don’t have and it’s going to take up to 5 days for them to give me my money back. My advice is to call ahead and make sure an associate walks to the shelf and confirms it’s physically there before driving to the store. Even if it’s just a box of screws. Yeah, the employees are already overworked, and it’s going to cost HD a lot more in labor if everybody calls ahead for each item on their list, but that’s the only way to avoid wasted trips..Version: 7.3.0

App has a bugs latelyThere have been a number of times when I am unable to purchase simply because the app is “experiencing technical difficulties”. This isn’t a one off….we’re now into the the 2nd week of getting this error message when purchasing different items. It only appears when I attempt to add the items to my cart, so I can’t complete the purchase. Closing and reopening the app does not fix the issue. I’ve also had issues getting details of my online purchases to load…it just keeps loading. Unable to see online purchases.. app is stuck in “loading”. This is Day 2. Cant check status of my online purchases. Suggestions: make it easier to view customer photos in reviews by scrolling through them, instead of clicking and closing each individual photo. This is quite annoying experience. Also, please get rid of the 2nd layer of authentication upon opening app, it slows down the shopping experience and my banks and fintech apps don’t require a 2nd layer on the front end..Version: 7.6.0

Horrible app. Products rarely match what is actually available in store!Products/Promotions are inaccurate or non existent. Be careful when purchasing through the app or online that your order may disappear as if you never purchased an item. Also seems to be extremely limited on product selection overall. If you don’t know the exact name of the item you are looking for, good luck trying to thoroughly browse the different options or in stock items. I have a brand new phone iPhone 13 pro max with the software up to date and it says my browser needs to be updated a lot of times and that I’m viewing an outdated web version of Home Depot. I have looked through all settings I don’t know why this keeps happening. But if it’s happening to you just quit buying things online. Don’t use app for purchases or web browser. Just dedicate an entire day of your life walking through the store while being ignored or felt to be a bother when you try to get a tad bit of info from any of the wonderful HD employees. Whom by the way, know nothing on any subject relevant to home improvement, tools/ services, inventory or store layout. And don’t get me started on Lowe’s. Believe it or not the Home Depot experience is a huge upgrade. So, happy hunting!.Version: 7.6.0

Horrible app, entire dev team should be fired.I’ve tried to support this app for several years, it never fails to disappoint. I have been forced to give purchases & gone over to Lowes to purchase, at least 12 times in the past 12 months. That’s big money for HD when multiplied by the 100’s of thousands of users that I’m sure have experienced this issue as well. The app has deleted, or not recognized my login information twice in 6 months, can’t reset password, doesn’t remember my email address, nothing…. The first time it seems the dev team dropped a database and wiped out all user info (or at least a good portion of user data), in turn all previous purchase history (6 plus years) was deleted. Customer service and tier 2 support were inept and unhelpful in resolving my issue or restoring my account data. Their only solution was to create a new account, which I did (minus my 6 + years of purchase history and data) only to NOT be able to log in again 8 weeks later. Someone in charge of overhead and customer retention, and technology; needs to remove this app from the App Store until a working iOS app is reflective of a corporation of this size, and maybe make some tough decisions surrounding the development team. What an embarrassment….Version: 7.16.1

Decent app, although slow response times and some tasks onerousIt does the job, mostly. Some things are absurdly slow and unreliable, like trying to change all the items in your basket from delivery to pickup. There should really be a single–action button to say “set everything in my basket to pick up from store X”. Scanning items in–store for pickup for when you’ve forgotten your card is too many clicks. You scan, and there is no quick button to “add to cart”. So you might try a few things and find you can’t, eg add all the items on a list because that’s one click from the scanned item screen. But then there’s no “add all items in this list to the basket” action available. It’s then maddening trying to fix the items to be all pick up from the current store! It’s slow response, and sometimes the app just forgets all the changes you made and you have to repeat some of them. It would all have been avoided if I’d just remembered my wallet, which I ended up driving home to get. Or—and you’ll have to brace yourself for this—the checkout had tap to pay! Oh, the futurism..Version: 7.19.2

Sometimes really useful. Sometimes really frustrating.Probably my favorite feature is scanning barcodes in-store to check reviews or get more information about a product. The my second favorite feature is the aisle/bay finder for locating items that I have searched for. The scanning, however, fails about 20% of the time and can’t find a match. The notifications are an annoying train-wreck. My Message Center has a perpetual “2” indicating I have 2 unread messages, but the inbox says there are no messages. Also, and this is more corporate policy than the app itself, but it pings the user WAY too much with stupid notifications about stuff that’s not relevant at all and are just trying to sell you stuff. So… notifications are disabled entirely. Finally, and this isn’t so much about the app, but Home Depot has an obscene number of trackers on their app and website that things are frequently broken because my router-level ad blocker strips out close to a dozen trackers every time a page refreshes or I add something to the cart. Chill out with the trackers guys; it’s creepy..Version: 6.22.1

Awful customer serviceSo I spend a lot of money at HD. I am a licensed plumber and also work with my father in law who is a licensed contractor. We have spent thousands of dollars in the last year alone. Last week we had ordered tile which was on a clearance sale, paid for it and you were happy to take the money. When I went to pick it up the next day, since I didn’t have my truck, there was only about 1/4 of the tile there, and it was still on the shelf. I was told when I bought it that the computer showed more than enough. Also I saw if for myself on the shelf. When I went to pick It up after waiting over an hour the manager told me they never had enough in stock. Today I opened a can of paint that I had bought about 4 months ago and stored next to identical paint, only different colors. I tried to return it or have something done. Before the customer service associate even opened it she told me it had frozen, which I know did not happen. When I told her that, she essentially called me a liar. Awful service. I am also a HD card holder and stock holder. I’m very disappointed with how I have been treated in the last month from this particular location. I have had good service at the other 3 of 4 that I deal with, but this one is beyond bad..Version: 5.16

Electrolux front load washer.Poor quality. 13 months after purchasing this expensive unit it leaked water on our wood floor. Took 1 month to get it fixed. That was in April of 2020. End of May 2020 it’s leaking again same thing. BUT now it will take at least 2 months to have someone come out to look at it and then order the parts and 2 to 3 more weeks to maybe fix it again. REALLY? Oh wait. And they are telling us that the extended warranty/contract is no longer valid. That we must comply to the new warranty and venders that may or may not fix our 15 month old washer. Does this contract sound legal?? I think not. I cannot in good conscience advice anyone to purchase A ELETROLUX. Home Depot can’t and won’t stand by the equipment they sell. They say it’s not up to us. You can only buy it from us. Then you get overseas and all they can read off their script is “ They come look at it they come fix it.” That is after 55 minutes on hold. Then overseas hands up. Great. Good job. Super customer service. Nothing has been done. Time to start over again. THIS IS UNACCEPTABLE!!!!!!!!!!!! Do Not Buy Any Major Appliance From Home Depot. Bad Investment!!!! No help!!!!.Version: 6.4

Functional but wonkyThe app is smoother than it used to be but still quite frustrating at times. I keep it out of necessity. At least it doesn’t freeze up frequently anymore. So that’s definitely progress. One of the most bothersome bits is sliding by pictures and then having to tap on arrows to go past videos. It should all be slide. It’s bothersome to think you’re sliding past a video and you wind up playing it instead. Then it’s a whole thing to get back. Minor frustrations like this are not welcome when you’re urgently looking for a particular item to complete a home repair. Plus, if it has to be arrows then put the videos at the end. Most of those videos are repetitive anyway because they’re not specific to the actual product and more of just a commercial for a particular line of products. It’d be wise to stick those at the end. They’re superfluous and repetitive, so they’re off-putting and therefore counterproductive. It makes the experience feel clunky. The filtering and sorting leave a lot to be desired as well..Version: 7.15.2

Buggy appUpdate 8/8/23 - developers - PLEASE fix the authentication. I am a PRO Member and in the store practically every day. I get SO tired of having to login to the stupid app in the middle of trying to do my job, and HATE your dumb OTP implementation. I want to use my cached iOS keychain PWD if you are going to force me to login - AND PLEASE make it so I don’t have to type my email/userid every single login. I use my PWD every time because i don’t want to have to check my email for your dumb authenticator. Please remember this preference at least! I am the only one using my secured phone and you should know its device ID and not be bugging me anyway. If I didn't rely on the app so much to find products in-store, check reviews and order things I would delete it because this one aspect is so absolutely awful to use. I mean come on - you have had at least 6 months to get this streamlined and its still crap. Old - Purchase history almost never works which is a thing that i need regularly but have to often look later when home on a traditional computer. Not sure if its a bandwidth/latency thing but behaves similarly on wifi. Lookups and such in-store can be hit or miss. Wish i could turn off the in-store version because i dont want a dumbed-down product view when i am actively trying to make an informed purchase..Version: 7.19.2

Mobile phone limitationsI’m a fan of The Home Depot (“The” is actually in the firm’s official name; trivia). I was lucky enough to receive 8 gift cards and was thrilled to visit my local THD. Too many things I needed weren’t in the store but I easily found and ordered them through this app. And the app accurately helped me find the in-store items. I wish grocery stores would have this kind of feature. App allowed me to enter 6 gift cards without issue. It wouldn’t accept either of the last two gift cards but wouldn’t say why. After too much time spent on that, I called the customer service number listed on that page of the app. After navigating a needlessly complex phone menu, I finally reached a rep and she made things worse. Not well trained and not too hot with thinking on her feet, I decided to try something she mentioned in passing which was, “The mobile phone app is probably more limiting with the number of gift cards”. I abandoned her several other lousy suggestions, said goodbye, and tried to complete the purchase on a tablet. It worked. There were a few other annoying, but not deal-breaking issues. Not accepting many gift cards and the other issues I had would affect relatively few other people, but it showed me that developers cut corners and could have done a better job on smoothing out the user’s experience..Version: 7.14.1

Although great in concept...I use The Home Depot app frequently to set up products for will call (in store pick-up), for products not sold in the stores, and for home delivery of pallets and heavy objects. Unfortunately, it is not a seamless experience and Home Depot continues to make mistakes. Moreover, there is extreme confusion within Home Depot as to how to resolve these issues when they do make a mistake. This app is great when you get what you ordered, but a major disappointment when you don’t. Just today, I had 8x4x16 builders block delivered from my local store, but they instead delivered fence block. The driver said to call the store to get it fixed, but I needed to spend over an hour on the phone trying to resolve. The guy at HD was really trying, he just didn’t know how to resolve. Furthermore, this order was placed on Monday, but didn’t get confirmation of shipping (until I called) on Wednesday and product was finally delivered from the store today (Friday), but the wrong block was shipped. I’m not sure if I will use the app to order home delivery again — this is the third time they’ve made a mistake....Version: 5.7

Pretty goodCertainly makes it easy to find things in the store. It crashes when I try to look at previous purchases. The sort by price low to high feature doesn’t work. Search results remain in random order (and change to a new random list even when you pick that sort order again). Sometimes it freezes when it first loads which requires me to stop the app and launch it again. When trying to find items that are “Leviton Preferred”, it’s very difficult. It’s almost like they try to hide what kind of Leviton switch or outlet you’re buying. Is it Preferred, Standard, Plus? Who knows?! It’s tamper resistant! Wat? The time it takes to decipher what product I’m buying is more than just going to the store and buying it myself. Also you have to be super careful you didn’t just put something as a delivery item in your cart. Even if the item is in stock at your local HD and every other item in your cart is a “pickup” item, if you get a “confirm your delivery address” while checking out that’s your sign to stop and go back and see what random item in your cart was marked for delivery instead of pickup..Version: 7.20.1

Their idea of "help"It's sad when the company knows their workers are so unhelpful the company tries to protect the customers from them by making this app. I wandered the aisles waiting for an associate to at least say, "hi, let me finish and I'll come back" or "hi, walk with me while I finish up" or even a "we're home depot, f@$& off!". Instead, after trying to find the part myself while giving them 10 minutes, I went to the customer service desk. I waited my turn, was shown the app, they scanned my item, and then told a general aisle when the app failed to ID the part. I went back to the correct aisle (that worker told me the wrong aisle), downloaded the app myself, it still failed. I stalked a worker while they completed what they were up to and waiting my turn. The worker finally stopped and demanded to know what I needed so they could get back to doing what they were up to and not have a customer waiting for help. He assured me they had the part and it was on the section of the aisle but couldn't be bothered to show me. I went back to that spot... again. That section was a mess with more miss placed items than I was willing to organize so I could then have the "joy" of searching for the part I needed. I wrote this review, deleted the app, and went to Lowes. Maybe their workers will help..Version: 6.15

Needs a lot of work.While i enjoy perusing the sales products, when im looking for specific items and know what the item is called and type it into the search engine i get almost anything and everything other than the item ive typed in. This makes my experience last much longer than i can afford and creates a very frustrating experience. One that usually deters me from purchasing anything at all. This is a major hindrance considering i am a contractor/builder and every second lost and wasted adds up to loss of earnings and project completion. One other complaint of mine is that the app is far from user friendly. When trying to organize order lists or future order lists/product lists, i am not able to remove the items from the scrolling row nor from the list itself when selected. It makes having the list counterproductive. People change their minds all the time and need the ability and freedom to do so. Just because its harder to remove the product doesnt force a person to purchase. If your company would stop trying to force sales and would let the shopper feel more at ease and have more control over their shopping experience people would be more apt to making a purchase..Version: 5.18

If you don’t want products or your money back, this is the app for you!Ordered curtains that supposedly had abundant stock at the local store. Soon as I placed the order I received an email cancelling the portion of the order of the curtains to pick up in store as there was no stock all of a sudden. Text their “customer support” and as told I had to go to the store to get the portion that was paid for by gift card on a new card and my bank card would be refunded. Three days later I text “customer support” again for status of my refund. I was first told the refund was put on my gift card (that they originally said they could refund) and my bank account. I checked both and immediately responded it was not refunded to either. Then I was told a supervisor looked into it and I would absolutely have them both refunded by that following Friday. Saturday, still no refund. Spent 30 min on the phone on hold for help with a liver person for customer service. After 30 min I was hung up on and will now have to start that call again. If I could give 0 stars I would. After my experience using the app, not only will I no longer use the app or website, I will be cancelling my home depot card immediately..Version: 6.13

Metza metza App/ResultThis review is both the app and the online purchase experience. App- the “text an online support person” when looking at my supremely slow order did not pull in my order information and made me enter it, just foolish given the app was in the order context... lazy programming! Next is was clearly a computerized response and was clearly a waste of my time. While it may have EVENTUALLY gotten to a person I could not deal with it. I got the same useless information on my online order that I got in the tracking. Left California on an exit scan and about two weeks later was scanned into Ohio and was languishing there although it was scanned out after roughly a month on the expected date of delivery the app saw it as in on the way to store which the online support person repeated as in process... I called the store and they had less information then I had but kindly gave me an 800 number for online orders. As soon as the person I called saw how long it had been since last scanned she said it was considered lost. She reordered it for me and it was a 3-7 day expected delivery not 28 days and lo and behold it originated out of OH where the original went missing... 2 days later it scanned into MA so seems to be progressing this time. The rest of the App seems ok but my distaste for ordering stuff from Home Depot persists. I have had numerous problems in the past when you had to order from the store. Their logistics and order fulfillment remains really poor..Version: 6.19.0

15 % discountWe are new in the area and was given a 15% off coupon for a purchase up to $200. I went to a store in N Charleston, SC and purchased a medicine cabinet and when we get home it was broken. I called a store closer to us (Summerville South Carolina) to see if they could order the medicine cabinet and we could just pick it up at their store and I was told no we had to order it and have it sent to the Summerville store. I looked and looked and I cannot find anywhere to have it sent to Summerville South Carolina Home Depot store. I called customer service online 800 Home Depot )to see if they could order it and give me my 15% off the item because they kept the coupon at the store where we purchased the first medicine cabinet and they would have given us the 15% off but they wanted to charge us $55 for shipping! Shipping is free over $45. The customer service in the Summerville store and Home Depot online is awful! The person on the phone at the Summerville store was brief and didn’t want to be helpful. Even though the girl from the online Home Depot couldn’t help me at least she was polite and she was constantly talking her supervisor who I don’t think knows what she’s doing..Version: 7.6.1

Updated app will not allow me to complete checkin for curbside pickup.I normally to not have location services enabled, for privacy reasons. Most apps are still usable without it, as the Home Depot app used to be. Today I pulled into a curbside pickup spot and attempted to use the app to notify the store I was ready for pickup. It prompted me to share my location, or skip sharing. I chose to skip sharing. It then promoted me for my order phone number, which I entered, it found my order and showed my vehicle color correctly from a previous use of the app, but any further inputs required were down below the screen space displayed. I could not input my parking space number to complete the check-in. I was stuck at that point. So, I went beach to my phone preferences and turned on location sharing. Then went back to the HD app and it allowed me to enter my parking spot number to complete check-in. -- THIS IS NOT THE FIRST TIME YOU HAVE BROKEN THE APP FOR CHECK-IN -- Your developer needs to have, and use, a complete test protocol to verify functionality after modification. I am tired of having to test your app for you. I obviously don't get paid to test your app. I have retired from a career in application development, and would be embarrassed in routinely releasing an app that fails such basic features, simply because it wasn't tested..Version: 7.15.3

Air scrubberI order two units I keep only received one two weeks later something happened and they cancelled my order week later when I supiste to get the 2nd machine they could not find it at the store while I was waiting there instead off t Laing me that they cáceles the order the rep just did a new order there and told me that was all okay that they order was coming. Days later I told her let me see when will arrived that is when I saw that the order was just placed while I was there, I asked her yo cancelled then she told me not that we have to wait a week until the Oreos arrived then they could cancelled I told her you just the they order now with out me approving the new order she just told me sorry that is how things works I can’t cancel because the item is not here percent. Does not make sense this is kit the first tiñe that this get lost on miss when I order items but should not have to be like that Home Depot is loosing money not k owing how the system is working irking or when the loose the items and just put a new order no one is seeing that is was lost or stolen well I love Homedepot but don’t like to order items with the store because of those issues thanks you..Version: 5.27.1

Poor inventory controlThis is the third attempt to order items a day ahead and the third time getting to the store only to find out that the items are out of stock after receiving a message that “All Items” are ready for pick up. I walked in to verify the items were in stock before having the items were in stock before having my siblings ordered the required items for their projects. My sister saw the items were in stock on the app and sent me the information for me to pick everything up the following morning only to find out only one of the items was available. The exact same story for my project order made last night with my arrival for pick up this morning. Only one item available! After verifying the items were on the shelf previously. If I had my wallet I would have just picked the items up at that moment but I couldn’t even order them for pick up same day. When Home Depot falls short and wastes our time with faulty inventory practices like this it should cost something like free delivery or additional 5% off next purchase regardless of the items. Time is money. Wasting my time should involve a financial cost on Home Depot..Version: 7.22.0

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