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November 2023 by Don P.
I ordered a new toilet ($800) that was ADA compatible, and they sent me the WRONG toilet (a cheaper version $400) . I did not discover this until the plumber installed it and we sat on it. I called the complaint line, and they said to return it to get a refund which is a bit of a problem, cause we sort of need a toilet !!! Then she said she would order the correct one which I would have to pay for. I asked if Home Depot would pay the cost of the plumber reinstalling it and she said no. Then she said to complain to TOTO who is the manufacturer that actually messed up the order, which is a bit absurd. Home Depot should take responsibility for this error.After waiting for weeks for the new one I hunted around in the Home Depot system and could not find the order. So I filed a complaint in writing.This is not a good way to treat customers. I am ready to go to Small Claims Court if they do not resolve this soon.
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October 2023 by Lily P.
We have been a long time customer of HD and have ordered hundreds of appliances for our company (property management and real estate sales). Since after the pandemic, the quality of the appliances and the customer service quality have gone way down. Here is a summary of SOME of the recent incidents: Incident #1: Recently, we had to wait over a month (6 weeks) and went through 4 fridges (2 whirlpool and 2 GE) in order to get a working fridge. First two that arrived showed up looking like someone took a baseball bat to the stainless steel doors. One even had black spots inside (looks like mildew or mold). We were advised to change the order to a different manufacturer, so the next 2 fridges were GE brand. The third one arrived with a bad seal (manufacturer defect). The 4th GE fridge arrived (6th week) but during the delivery, the third party delivery company Temco, caused damages to the property (damaged hardwood floors, walls and paint). We were told the store manager would discount the fridge at least 50% to help cover the out of pocket costs (i.e. waiting 6 weeks + to get a working fridge, and for having to buy a mini fridge and the tenants having to eat out during the extensive wait while going through 3 fridges that were defective), but that never happened. The hardwood floors were $17,000 when they were installed and insurance only offered $11K to cover all of the damages to the walls and bamboo hardwood floors. The store manager responded to our emails but directed Temco to cover the cost. The long wait of 6+ weeks, plus having to go through 3 fridges with defects is not caused by the delivery company. This issue is still not resolved. Incident #2: We ordered a microwave rangehood with installation. The first order, the delivery guys from Temco said they didn't think it would fit, so they left. We were told to order another microwave even though the guys did not measure or attempt to install. This has happened before where the driver did not want to do the installation and never verified if it would fit or not. It has been a month and we are still trying to get our refund. Called every week and was told multiple times that our refund was being processed and to expect it in 3-5 business days. A month later, they processed our refund in 2 parts but shorted the refund by $1.89. When we called them to address the refund was short, they told us that we have to drive to the store and get the $1.89 back because Home Depot customer service processed the refund in 2 parts and it is their policy to make the customer drive and stand in line at a Home Depot store to get a refund. I will end up spending more than $1.89 to get the refund (gas and time). Incident #3: We ordered a dishwasher and the dishwasher was improperly installed by Temco, so it flooded the kitchen floor. Then GE sends out some low grade appliance delivery repair company that 1) cancelled the appointment multiple time with the tenant, 2) misinformed the tenant of what needed to be done and the cause was, 3) after nearly 3 weeks, the dishwasher is still not fixed and no compensation was offered for the time wasted, inconvenience, and damage to the kitchen floor. These are just 3 incidents that we are dealing with in the last 2 months. If you want to gamble on getting a working appliance that is not damaged, or possibly have your property damaged by Temco (the third party delivery and installation company that Home Depot uses) or try to get a refund for your online purchase without having to drive to the store and spend time in line, then sure, go ahead and order with Home Depot.I am so disappointed because we have been a long time customer and have hundreds of properties that we order appliances with them for and now we are going to have to use another company to order appliances from so that we do not lose tenants and clients from the poor quality of service we received from Home Depot lately. This post is in hopes that HD sees this to help improve their quality of service.
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October 2023 by Edward R.
I have been to plenty of Home Depot's throughout California but this Store in San Carlos has to be one of the absolute worst relating to customer service and employee attitudes. Jennifer Suelzle should be relegated to rounding up shopping carts and 90% of the staff retrained. Waited at least 5min to get someone's attention and sat by and listened to idol chatter from 4 employees trying to look busy. Heaven forbid that you have to purchase something that isn't locked up which doesn't leave much these days allow an additional 1/2 hr to your shopping experience at a minimum and don't be surprised when the employee approaches you with distain that he had to break free from doing nothing to help you. Do yourself a favor and shop at another location your time and money are worth far more then what this store has to offer.
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June 2023 by Marcus K.
In all my years of shopping at Home Depot I have yet to find a 5 star service Home Depot location. This location is pretty average. They are a little short on inventory and customer service isn't the best. However, overall it an OK location.
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June 2023 by Khyree Davari
Worth the truck rental
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May 2023 by Giovanni Bruschi
The best equipment and pricing available. Thank you HD
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April 2023 by FRANK S.
I had the best experience with sales/customer service person, 'Anthony'.Not only was he courteous and knowledgeable about a few items I needed , he knew the exact location and even walked me to them!THIS is the kind of service that is needed these days!I hope management recognizes this incredible young man on their team and when promotions are given, Anthony deserves two!I'll most definitely cut my Lowes card in half and be back to your store!Thanks Anthony!
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April 2023 by Cathy C.
Treat, a sales person at the Home Depot in San Carlos treated me, the customer in an unprofessional manner. When looking for a product that showed 13 in stock he told me I was wrong and said this in a very condescending way. When telling him he was rude in how he spoke to me, he said I was rude. I said I was just reading what was on their website. I asked to speak to the manage who didn't say anything when I shared how his employee treated me. He didn't even say, I will talk with him. Awful response and customer service. I'm a regional sales director and know how to treat customers and don't get offended easily. This behavior by Treat would be unacceptable to any manager. If Home Depot train is OK with their employees being rude to customers, I will order what I need on Amazon. Amazon ordered just placed for 6 items. Home Depot in San Carlos just lost business today and in the future.
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December 2022 by guadalupe m.
I don't have a problem with the store itself but I just went to use the lady's restroom and the door needs to be open all day which I find very disrespectful as a woman as you walk in the door you can see the stalls in the reflection of the mirror I think that policy needs to be changed and women need to be more respected step up your game home depit's not a good look on you. You don't want to be the store where perverts can go just to hang out by the restrooms!
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October 2022 by Tlk2da H.
Be careful if you special order something at this store! If you don't pick it up on time, they will keep your money! I don't know if a crooked employee stole it. 2 months later still dealing with it. They say they will give it up to anyone that shows up, without proof of I.D.
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October 2022 by Bob D.
I forgot why I stopped using The Home Depot and started using Lowe's...until I stopped by the San Carlos store today while running errands. I stopped in to buy a couple of cans of sea foam colored spray paint for a project. During checkout, I found that The Home Depot finally incorporated a military discount into their checkout system. For a company that says they are military friendly, it was long overdue. They've had the discount, but it was a manual process and they've now automated it. But, today's review is about the mocking the self-checkout clerk just gave me for asking for help using it. I called her over and said, "I need some help, this is the first time I've seen this. Usually, I just show my ID to an associate and they key in the discount." Well, after she was done mocking me, I said, "Which is why I called you over...this is the first time I've seen this." So, I guess what I'm really saying is that The Home Depot should give their associates training, instead of just putting them in an orange apron and telling them to do whatever...
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October 2022 by Leo S.
I would leave 0 review If I could. Order window in May,2022. The window arrived in July broken, it took 3 weeks to get HomeDepot to order replacement that require for me to come to the store at least 5 times and 10 calls including manager. Guess what replacement delivered in September is broken again. As of today 3 weeks after I can not get a replacement date for this window. HomeDepot does not follow up with me, I called today and the answer is still " we do not know ".
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September 2022 by Noktong H.
Have been to this Home Depot a few times. Awesome staffs, everyone is so friendly and helpful! Miguel takes his time to help us find the items we need and the cashiers are easy going too, always a great experience shopping here!
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September 2022 by Scott Z.
Ordering on-line from Home Depot is very sketchy. I have had several orders lost or cancelled with no explanation. My latest problem was I ordered four items on-line, for in-store pick-up. Two of them would arrive in a week or two and the other two items were shown as in stock at my local store. After a couple of hours the two in-store items were cancelled with no explanation. I called and was told that the cancelled items were not in stock at my local store, so their policy is to cancel them. So I looked further on Home Depot's website and found that one of the items had 4,299 items available (somewhere) and the other had 5. But they don't corrected my local store's inventory so if I order them again they'll only fill the order from the local store's inventory, which means they'll check my local store's stock, see that they actually have none, and cancel my order again. INCOMPREHENSIBLE! They should fix their system so that it can inform me the delivery/pick-up time has been delayed and let me decide if I want to cancel the order or wait a while to receive one of the 4,299 that are available from somewhere.
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September 2022 by KH B.
Bought a Maytag dishwasher at the store, it lasted for two weeks before it broke. It's now been two months and the home depot store manager claims they can do nothing since theyre just an intermediary and it's all Maytag's problem. Service technician has been out and identified the problem, but even after two months, there's no ETA or fix in sight. I will never buy an appliance from an "intermediary" again, customer service at this store is worthless. One of the employees I spoke to even told me that he would never buy an appliance from HD, but would rather go directly to the manufacturer. Granted, it's probably not just this store, more likely a HD generic problem. Absolutely ridiculous. Worst customer experience Ive ever experienced...