Please note: this was an online/national order, but fulfillment and installation were handled locally, which is why I'm posting this here. The appliance manager in East Liberty was actually the most helpful person involved.
Bottom line: three failed deliveries, two failed installation attempts, nearly five hours on the phone, property damage by one install team, and I still do not have a working washer.
Please avoid appliance delivery and installation services from Home Depot.
Update: I ordered the same exact washer dryer combo unit from Don's Appliances. They arrived in their scheduled window, removed the old units, and installed the units in one visit over 53 minutes all without a single issue.
The core issue is that Home Depot is unable to properly coordinate purchases, deliveries, and installation requirements. In addition, there are numerous installation restrictions that are not disclosed upfront and can only be discovered through trial and error.
First failed installation:
I was never informed that a stacking kit was required when I purchased the washer and dryer. As a result, the first installation failed. The kit was out of stock at Home Depot, and I offered to purchase one elsewhere. Only after doing so was I told it had to be purchased through Home Depot.
When I ordered the kit through Home Depot, it was scheduled for a different delivery date, I was not told a signature was required, and no delivery window was provided--so I missed the delivery entirely. I then spent over an hour coordinating to have the stacking kit delivered with the rescheduled installation and was assured it would be included.
Second failed installation:
The installers arrived without the stacking kit and claimed it was not in the warehouse. The installation also failed because the included 3-foot hoses were too short. I was not allowed to use my existing 6-foot hoses--even though they were purchased from Home Depot.
Despite not being able to complete the installation, the crew unplugged my existing washer and left the plug in an unreachable location, leaving me without a functioning machine.
I was then told that a full installation was not possible because a 6-foot hose could not be added to the order, yet they still wanted to schedule a third partial installation.
Additional issues:
- First install crew arrived two hours early, forcing me to leave work unexpectedly
- Units were marked as "delivered" despite never being brought into the home
- A rescheduled installation was cancelled without any notification
At this point, I've lost work time, dealt with repeated failures, and still do not have functioning laundry equipment.
This experience reflects serious breakdowns in communication, logistics, and accountability between Home Depot and their third-party installers. I strongly recommend avoiding Home Deport delivery and installation services.
Update: Following the failed installation, the installers shut off the water valves and left my washer in a non-functional state. The machine is now stuck attempting to drain without proper water access, leaving me with a completely unusable appliance.
This goes beyond scheduling and coordination issues--my existing, working equipment was left in worse condition than before the service attempt.
At this point, this is not just a service failure but a lack of accountability for damage caused during the installation process.
Update: They're request to "make this right" takes you to general technical / customer support. They are not committed to making this right. read more