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January 2023 by Debora D.
If you want to buy appliances or want good customer service, this store is not the place. After seven weeks, we still have not received our $7,000 worth of appliances that we bought. We cancelled two because they were wants and not needs. We have had Al, one of the store managers lie to us because he did not want to deal with us when we returned to the store and told us that an employee cancelled the order and that we would have to come back. That was a lie! He did not want to take the time to make the correction on the order. I have asked to speak to Allen, the store manager, but the employees act as good gate keepers and have not been able to tell him what a cluster mess this has been. As a matter of fact, Al pretended to be the store manager in one phone call when I was calling in to talk to store manager and I reminded him how he previously lied. I still do not have a total or a new receipt of what we are being charged. You call the store and they do not answer the phone, or leave you hanging to transfer you, and they certainly do not leave messages for employees nor management. We used Citibank's Home Pro card and found out that the employee entered our home address incorrectly and we were being charged for the product that we never received a bill and it ruined our perfect credit. Fortunately, Citibank verified the incorrect address that was given and reversed the late charges that hit us. Not sure how it will affect our credit still. We still do not have a final bill on what we are being charged. Would someone buy a car, a home, or any large purchase without knowing what their final bill is? No. This transaction has been stressful than buy a home or a car. Jay who was our salesperson was delightful. However, the rest of the interaction with the staff was so disappointing as we heard vocal sarcasm or and disdain on the phone and in person. I had to almost demand a new sales receipt to prove that they were removing discounts as we had to start canceling appliance to get the remaining balance. Obviously, this was a horrible experience. I contacted Home Office and will follow up with the regional director. Obviously, the employees and management need additional coaching.
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September 2022 by John S.
They have the fastest shipping around for a hardware store. Their online website is awesome. I can always get help when I am in the store.
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September 2022 by Mike G.
This is my second opinion on this business. It has everything you may need but one thing - help. There is always one person willing to help but you to usually (if you even succeed) find them at another department trying to help with another department not assigned to them. For the most part you can not find an associate to help you. They hide and Home Depot must force them to roam by policy but they defitnetly walk with pace and stealthy trying to avoid eye contact for fear of being called upon. When you do find one, like I did (in another department) he tried to help but not his department again. Out of nowhere another associate showed up to relieve him but it was obvious he also did want to be there with me...and with good reason. The man knew absolutely nothing of the product he was supposed to be dealing in. His best response? "Good question. I don't know " and "Just take it and if it doesn't work bring it back". Excellent training. I'm not expecting a master plumber or electrician but some general knowledge or better yet how about the old college try - "I don't know but let me ask or find out". Who does their DYI classes? The customer I suspect - no clue how to do it but Google it and I'm sure we ha e any thingy you will need. GOT TO GO!!!!
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September 2022 by Kevin H.
My level of frustration is at an all time high with Home Depot in Florence, Ky. We bought a new front and back door to be installed by them back in February. Its now almost October. We have been given 4 different dates the doors will be shipped. I have made numerous calls to the millwork dept only to receive their answering machine. I leave a message requesting to be called back. Then nothing. I have easily left 5 messages and not a single one has been returned. When I do finally speak with a manager im given the excuse that the Manufacturer is who is delaying the order and this problem is out of Home Depot's hands. I took that excuse the first couple times but this is ridiculous. Cant home depot for one.....keep me informed of issues or delays? And for two......contact the manufacturer to get a more accurate reason? And for three......call me back when I leave a message? Have no orders after mine been filled either? Its like pulling teeth to get a straight answer from Home Depot. And if it truly is a manufacturer problem then at least make an attempt to keep me informed and provide atleast some level of customer service. Or is this the level of customer service a Home Depot customer should now expect?
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August 2022 by Ronda Clayton
Only been to the Florence location a handful of times. Sometimes (most) you don’t get acknowledged or asked if you need help. Which is Usually fine. But the last two time I was there I was help by Jack. ( that was the name on his apron). I needed a specific bolt and he researched online to see if the kit I was looking at had that bolt in it. And when it didn’t he made sure I had the right one. Next time multiple people saw me trying to get help with getting keys and kept walking by. Finally the last person I saw I asked if they could get someone to help me. Jack came again. He was friendly, greeted me made sure I had the right keys and and even got a “have a nice day” I’m really appreciate of good customer service.
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August 2022 by Candi Thomas
My husband and I are so disappointed in the delivery service company that is hired by Home Depot. First, we ordered a fridge Saturday of the 4th July weekend special. Was told it be there that Saturday. We ordered on online in the store. Cause they didn’t have fridge to go into our space. Delivery guy called and said that there was a damage to this one. We decided to wait 3 months to get one. It was time to get our fridge. The delivery man. Call my husband hang up on him. Call his company takes pictures of our driveway and tell them he can’t get the truck back our driveway. So, we have to drive to Home Depot cause manager we are told wouldn’t come to the phone. Other delivery is rescheduled. This time we get our fridge. They have to remove the front door and the doors off the old fridge. They are suppose to set it up and turn it on. But the man refused. Tell me that they can’t cause they can be sued if it is scratched. That they have another delivery and they want to get home early. They leave me upsetting up my new fridge. 3 weeks have passed. We haven’t had rain both of us been busy. My husband go to get the lawnmower. He find our old doors of our fridge. We call Home Depot. The first supervisor promised to called back and don’t. So, I call the second day get a Sara promise the same and don’t call back. So, I call Sara back she refused to come to the phone. I call again and I am send to new supervisor on duty. Now, Pat when beyond his job. Call me back at 8:00 like he told me. We thought the promise was taken care of now. Today , the other truck came out. I was told they was going to take pictures and than pick the doors up. This delivery man refused to do it. He said to me he didn’t do it. So, he wasn’t getting in the woods to get it. He called the company. He supervisor said she could not believe. Like they knew nothing about it. Now, I had to call Home Depot again. I talk to online associate Heather. She called delivery company it took her 25 minutes get them on the phone. Supervisor refuse to speak with me. Now, they are sending other truck out on Tuesday. We have never had this much problem. Home Depot decided to take off 200.00 from our new fridge. Delivery was offer free cause of the Holiday special. After this I will never get anything deliver from Home Depot.
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June 2022 by Adam V.
The lighting selection here is larger than some other HDs in NKY. Though the restrooms are tucked away a little more hidden than most other HDs. Oh well...my parents found the lighting fixtures they were looking for.
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June 2022 by Sue N.
I went here to get blinds. I checked online and it shows they had 5 in stock. Went to store went to the row with blinds and couldn't locate any in the size I needed. Saw there were some at the very high shelf where I guess they just throw up there if no room lower. Went to service desk and asked if they could page someone to help. I heard them announce over speaker. Stood there in row for 15 mins. Then saw employee walking down aisle and asked if they could help and they said they don't work in blinds but she would get someone. Waited another 15 mins and I just gave up. Very very poor customer service
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May 2022 by Troy Brooks
Absolutely worst experience placing an online order. Delivery was supposed to be made between 9-1. Then get an “attempt made” email, which I had been home the entire time. After now 5 hours on the phone still no answers and no one knows why it wasn’t delivered or where it’s at so I can just pick it up. You can’t get a manager on the phone at all. I’ve called the hotline, the store, emailed and text. I wouldn’t order appliances from Home Depot, it’s a huge head ache with zero results.
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May 2022 by Alyssa F.
So frustrated--I put in an order for 12 bags of mulch the night before and came the next day (this afternoon) to pickup my order which I have an email saying it was READY for in-store pick-up. Well, I'm both pregnant and still recovering from a pulled back, So, knowing you can request curbside at the store or on the app, I did just that when I parked in the curbside spot. Can you believe that 25 MINUTES later I go into the store with my two little toddlers in tow to customer service and find out that not only did they not even know I was parked at curbside, my order wasn't even pulled!! So I couldn't even just take it and load it myself if I wanted to because it wasn't ACTUALLY ready for me. So so so disappointed. I WILL NOT do pick up again. Worst customer service ever. Another 15 min and I'm still waiting for my order.
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December 2021 by Deb M.
I had ordered a dish washer from Home Depot. Paid for installation When they came to deliver it they said they didn't install and we would have to call Home Depot again and get a Plummer to come out. The plumber would install and take the old one with them. Waited another 24 hours just to have the Plummer say that they do not install and we would have to have the installers come back to install. While they were here we turned off the main water valve for them and then we couldn't get hot water in the kitchen to work. Finally got it to work but the flow was extremely decreased almost to a trickle. They then said they were done and had to go to the next job. So I not only don't have a dishwasher installed but now I barely have enough hot water to hand wash my dishes. NEVER had this issue before they got here. Took a shower today with plenty of hot water. All the bathrooms have hot water. Just the water faucet where they worked. Terrible service. Terrible response. Terrible terrible terrible. Will NOT ever use Home Depot again. .
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September 2021 by John H.
Went there to purchase a truckload of 2x4's. There wasn't one cart there to load the wood on. All they had were the dry wall carts that are a pain to load studs on and not safe. I walked around the entire store. Twice! Looking and not one staff asked if I needed help. They were all just walking around like zombies. I went to a cashier and asked if they have anyone watching this and he was like "ummmm, I don't know, do you just want a regular cart?" Horrible customer service. I'm going to Lowe's right now to buy the studs.
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September 2021 by Mindi Russ
they will not deliver to you if you don't answer the door in one second.. talk to the delivery man in my driveway half naked cuz that's why I didn't answer the door right way cuz I was getting dressed and they would not give me my refrigerator .getting the run around. note that they showed up early then the delivery time they just told me so they told me they'd be here at 11:30 so I set my alarm for 11:00 and was getting dressed at like 11:05 when they showed up knocked on my front door which was wide open I am half-death so I had it open so they could yell he said I thought about it but didn't I talked to the delivery man they were still in my driveway and refused to give me my delivery
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September 2021 by Shar Lynn
No they sucks! They keep messing up the orders and non would take the responsibility for it.
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June 2021 by Brian Estep
Needed a trailer for our vacation to quad and kayak. Lost my trailer that I had lined up. Called 3 days b4 and for $160.00 I was back on track for our vacation. They rent eay more things than most people ever know. Cheaper than u haul. Thanks Home Depot!