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February 2024 by Gail P.
We ordered windows from Home Depot. They were installed in October- one window was measured incorrectly and could not be installed- but they said they would make it right. About 6 weeks later the replacement window arrives and it too is the wrong size - this was early December 2023. It is now February 2024 and our inquiries regarding our window go unanswered. We've called, emailed, gone in person to no avail. This is not the first time we've run into the total lack of customer service exhibited by this Home Depot in Gaithersburg. It is so frustrating.
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December 2023 by Joe H.
Went Christmas shopping here today. Bought three large boxes and carried them to my car. The one on top was a mushroom growing kit. I started to smell dead fish and then my arm started getting wet. Through my jacket! The mushroom kit had been filled with water and rotted to hell and I was completely covered. I stink worse than a sewer. I tried just removing my jacket but my white shirt underneath is completely ruined as well. I asked customer service for a new shirt and they looked at me with a blank stare and said nothing. They did say I could rinse my shirt in the bathroom, but it's a white shirt with spf built in and cannot be treated with stain remover. I have a full day ahead of me and now I'll have to go to Nordstrom rack and spend more $$$ because of Home Depot.The icing on the cake was that the customer service guy couldn't figure out how to return it so I got sick of standing there about to throw up from the rotten fish stench so I agreed to take a different one just so I could get out of that hell hole.I feel like they had multiple opportunities to make this right and failed miserably.
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November 2023 by Josephine P.
Don't buy any major appliances from here. Better off paying more and going to Best Buy. They don't allow you to return unless damaged within 48 hours. Even when you call they say they need to schedule an appointment 5 days later to assess the damage then add another pickup appointment another day and can't schedule that until the damage appointment is complete. Offered to send video or anything to help expedite. The people on the phone talk over you. Don't want to help. Sounds like a scam more than a proper business. Btw this is not the store's issue, it's Home Depot service directly.
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November 2023 by Francoa D.
I'd like to provide this feedback for the customer service of Home Depot in Gaithersburg, specifically to Ana who was professionally amazing to help me with tue issue I had. Although I had a temper because of technical issues with my payment, she was patient and trying her best to help me out for over an hour, calling to tech support and main customer service line. One comment for management thou, please consider having online price match in store, I picked up my items in shopping cart in store, went to cashier, and since they don't do price match, I was asked to but it online, and wait for the confirmation and then take out the items that are already in my shopping cart. Just waste of time on customer side.
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August 2023 by Jeni S.
It's a Home Depot. Has tons of stuff. Pretty well organized. Accessible. Prices okay. Staff okay. Parking is chaotic.
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July 2023 by BM29 H.
Very disappointed in Jackson and Aaron. But I had presented my resignation along with others. I guess buddies stick together till the end. Hardworking people like us. The light always shines on us. Capable,professional and above all ethical.
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April 2023 by Kevin R.
This store is usually a disappointment when I try to find items I am looking for. Last night I made an online order for items their website showed sufficient stock was available. Received an e-mail this morning that said my order was ready for pickup. Apparently, the Gaithersburg HD inventory validity is so bad that they couldn't find an item the website said they had 41 available. They actually only had sufficient quantities for only 1 of the 3 items I ordered. Instead of offering a back order or checking availability at other stores nearby I was given a refund. Fine, but so much for any additional effort to help satisfy the customer. HD has a new policy that requires me to have an app on my phone to get a military discount by a cashier in spite of being registered with HD. I can get it by online order or self-checkout. So much for customer service/military appreciation. The parking facilities are a nightmare. Calking up another disappointing trip to the Gaithersburg Home Depot. I would recommend you do everything to avoid this store in the future.
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March 2023 by L K.
Cashiers at the contractor end==AWESOME. Guy who cut the wood for me==AMAZING. Jackie, the return cashier...she's been a feature here in other complaints. Unbelievably rude and the only thing remarkable about her is that she's still employed by Home Depot.If you enjoy being treated like an idiot, ask for her specifically and I'm sure she'll accommodate.As for me, I'm headed to anywhere but.
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December 2022 by John C.
While visiting my daughter and son-in-laws new home nearby I had some chores to help with. I have been to Lowes and Home Depot all over. I know they are all payed out different so you typically have to ask staff where something is. The employees at the register turned out to be the best to ask. The ones walking around wishing you Happy Holliday do not have a clue where items are. I asked one where a Dawn to dusk light would be. He stoped another who took out his phone and looked up on the app and still could jot find it. I found it myself as I did with the other items on my list. 5 items we could jot find so will buy at another store or Amazon.
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October 2022 by Alan S.
This Home Depot store used to be my favorite place to shop for many years. Recently, the management of this Shady Grove location store has regressed a lot. Many department shelves are disorganized and not stocked properly. Take a trip down the hardware isle, nuts, bolts and screws for example and the bins are a mixed up mess. Many entire isles are shut down during the day while fork lifts are moving things around. When they come into the isle while you are shopping, they immediately hustle you out in a rude way instead of quickly helping you find what you need and then close down the isle. Isn't there stocking being done during the evening closed hours? Today, one of the items I purchased was a bag of grass seed. When I went to pay in the self service isle, the price was wrong, it charged me $45.00 instead of the correct $37.00 price. I brought it to the attention of the employee there, she checked it and said it was a mistake and I needed to go to the customer service counter for a refund. So off I go and stand in a line of 7 to get the refund. Not sure why the employees are so rude now. He acted like I was bothersome when it was their mistake, not mine. I didn't appreciate carrying my stuff back through to customer service just to be treated that way. 70 plus years old btw.. When I was handed the credit receipt, nothing was even said, sorry for the inconvenience or anything. I asked if he corrected the error in their system so others will not get overcharged as well. He said, I can't do that and called on the next customer. I have a choice, Lowes, here I come......
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September 2022 by John F.
10/1/22After The Monument Medical Clinic, I needed to pay a bill. Since I am in Maryland and there is a HomeDepot close by, I decided to check out my stomping ground. This Homedepot is where I worked for a while when vendors were a thing at Homedepot. I thought I saw a familiar face, but the woman isn't Katia...not sure if I spelled her name right.Harry Potter, Snoopy, Rudolph the Red-Nosed Reindeer and The Grinch are all set up for Christmas in October. Most of the Halloween stuff seems to be taken down except for Great Punkin. Seems Halliween at this store was a Summer time thing.The bathrooms look to be updated with new equipment and toiletries as well. The bathrooms...well, men's bathroom doesn't smell like WTF either. The store's employees have asked again and again if I need assistance at various times. A good way to keep people from shoplifting. I needed to pay a bill here and it was a quick and easy process. This Homedepot has an upper level should you need to park your car. From what I saw, the elevators to the upper floor appear to be working unlike The Falls Church Merrifield Store. Things look good here.
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August 2022 by Denise K.
What the heck ... you can't answer your phone . It's been ringing endlessly for over an hour ... and seriously I can't can't get your sight online to stop charging me $99 for delivering a 30 ln bag of stones even though it says I can pick up curbside .... I give up !!!!!!!!!!! ANSWER YOUR PHONE !!!!!!!
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July 2022 by Olivia O.
I have had the WORST experience purchasing a washer/dryer from this location. They make you keep your entire day 9-5 open for the delivery and only give you the window the day prior. This makes finding a delivery day difficult for anyone who does not work from home. The first time they came to deliver my appliance the team told me I had ordered the "wrong hoses". I needed 8ft instead of 4ft. I have no idea why this wouldn't have been told to me at the time of purchase. Instead of having any extras on hand, they insisted I must find the hoses myself and reschedule the delivery. I did that. The 2nd time they showed up the employee told me my cold water valve was broken and he could not switch it off. Once again, they would not install my appliance. I hired a plumber and spent $200 for them to tell me my valves were just fine. The valve just needed some WD40. At this point I tried to schedule another delivery. I waited all day and nothing showed up. After speaking to someone at the warehouse, I was told that my appliance had to be returned to the manufacturer since it had been at the warehouse for over 30 days. LOL. Absolute ridiculousness. There was zero communication from Home Depot about this. They let me schedule the delivery for an appliance that had already been returned to the manufacturer. I proceeded to go through the process of returning and repurchasing the appliance. Today, I was supposed to get it installed for the 4th time. The team examined my valves and once again is telling me there is an issue with them even though the plumber just checked everything. They refuse to let me turn off the main water line and continue the install even though that would have been a perfectly reasonable solution. I am EXTREMELY disappointed in this company and their lack of communication, poor expertise, and inefficiency. NEVER use Home Depot
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June 2022 by Yong W.
today I have a freezer delivery. The driver called dropped a note to the door saying he arrived at 10:30 am and departures at 10:45 am I found the note at 10:38 am. Essentially he has just called me at 10:30 am and left immediately before I can find him. disappointed!!
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June 2022 by Stephen S.
I needed a standard threaded rod for assembly and the employee said that Home Depot didn't carry the part. It took the well trained and helpful employee at Strosnider's 30 sec to locate the part. It would be nice if Home Depot actually trained their employees properly.