-
June 2022 by xzaver1976
I was in need of a new door, I fully paid for the service in June, to have a new door installed, in July. The day came for the installation, just to find out that “the door was damaged”, I was then told that I will have to wait until August. August became September, still no door, I then demanded a refund, in which the company that Home Depot uses, refused the refund, in which several weeks later in October, I was refunded my money, total waste of time.
-
May 2021 by Maria V.
Terrible terrible terrible. Floor staff has no clue about the product, ignore you , run away from you, it's like they are on a mission to avoid been helpful at all cost! Customer service says the tool I was looking for was sold out, even though when I checked on line it showed they have 3 left. Section staff didn't even know about the tool ( pin nailer, for God's sake, not smth rare), I then find it myself. Never ever stepping a foot in this location.
-
April 2021 by Mecca S.
I have given this Home Depot many tries, and their store service, as well as their curbside pickup, is the WORST that I have encountered!! On average, the wait for curbside pickup is 40 minutes. If you have more than one order to pick up, give yourself a hour wait time. This is after you receive the text that your order is ready! In addition, it seems as if the associates are hiding, so that they will not have to assist you. If you're doing anything that requires lifting, finding an associate is like pulling teeth! Good luck, if this store is your store of choice!
-
March 2021 by Sila A.
The majority of the curbside pickup spots are filled with people who parked there for long periods. It woule be in order to remind people that these spots are for pick-up only.
-
March 2021 by B W.
Incredible customer service experience!! I recently made multiple trips to this location while trying to match a difficult paint, and during this struggle, Tim L. from the paint department went out of his way to match my paint by looking at the samples I brought in and the pictures on my phone. At one point he even said, "I want to help you get this right". Being from Atlanta, I have been going to Home Depot all my life, and this was by far the best costumer service interaction I have ever had at this company. Hiring people like Tim will ensure Home Depot keeps its loyal customer base for years to come. Thank you.
-
December 2020 by Mike B.
Almost every single time I come to Home Depot, it's an exercise in frustration. When you have a store that's the size of a convention center, and a billion products, you think that there would be more readily available and well trained help. I asked for help 2 times in this store... and each of two different employees sent me to a wrong section that did not have the products I was looking for. I've also noticed that really rarely does the Home Depot consultant actually walk you to the product. I know... it's a huge store, and getting your steps in is annoying, but it's also such a cavernous maze where the layout doesn't even really make sense to me. Why can't they give you a map of the store when you walk in? I could think of 100 ways to improve the shopping experience that would probably result in Home Depot doubling it's profits... I just can't imagine what they're thinking at a corporate level. Nothing has changed in the years I've been dropping in. I spent about an hour here looking for products aimlessly, and just don't want to come back. The one thing I will say is that I ordered some products in advance online, and it was easy to pick up them up in store. I think that if I need to head back to this store, that's probably the best way to do it. Search for it online, add it to your cart, and just have it ready for pick up when you get there. Annoyingly, I had a few other things I forgot to prepay for that I wanted, and spent a good deal of time being mislead and lost by store associates.
-
December 2020 by Dee D.
The trees are on the slim side this year-- like everything else in 2020. However, the customer service was top notch. A young man named Mike greeted us as we entered " happy holiday." Then Curtis helped us to pick out the tree of our choice, trimmed it, and loaded it on top of the car. Great tree shopping experience.
-
November 2020 by Jai N.
Home Depot does curbside pickup for the pandemic, but what if I got the wrong item and I need to return. Then the policy is different, must go into the store. This doesn't make any sense, I called customer support ahead to request a return curbside; they agreed. I get to the store, the curbside staff reluctantly takes the item from me. I call the store, help desk person says they don't know who I gave my stuff too. I told them I handed off my stuff and the parking spot I'm in. Finally the help desk person comes out and says tells me they did this to be nice but that I have to go in store for a return in a disciplinary tone. I just say alright because the help desk person was clearly frustrated and I didn't want to get into a discussion with her while I'm socially distancing. Clearly the there is a disconnect between phone support and actual customer support in the store. I found the experience of being told the return was done out of the person being nice while displaying a poor attitude about it to be a bad experience. I guess this is the type of customer support to expect most places that are busy. Bad policy is corporates fault and poor implementation is the local store. I wish we could all be kind to each other, def not going to get that at this Home Depot.
-
October 2020 by Kutlu S.
Horrible delivery service for online orders. They did not deliver on the day of delivery indicated. They did not inform us on the delay. The phone number they give to call if there is a problem tells you to call the store. This is misleading. The Shady Grove - Gaithersburg store puts you on hold and then it rings and rings but no one answers. Finally, the order arrives and it's missing items but the charge is for the full order. Highly unsatisfactory.
-
September 2020 by Michael L.
Nightmare appliance purchase/installation experience from the Home Depot in Gaithersburg MD #2550! We purchased a dishwasher from the Home Depot. It was installed by Home Depot. The installers left the paper manuals inside the dishwasher and ran the dishwasher with the papers inside before they left. They quickly left and did not let us know that this had happened. We called Home Depot several times to try to get this fixed. They blamed the delivery company that they hired to install the dishwasher. The delivery company wants to turn it over to their insurance company. The insurance company wants us to get two estimates to get the whole mess fixed.
-
August 2020 by Michael B.
An hour waiting for curbside pick up. I've been the only car for 20 minutes. They are bringing 1 or two things at a time. Clown show!
-
July 2020 by Ana P.
Wow! I am so impressed and grateful for the help I received from sales associates Edwin, Luis, and Mahmoud. Edwin not only took the time to answer the questions my husband and I had for him regarding bathroom sink/tub repairs, but also spent the time to ensure we actually understood his responses in order to move forward with the repairs. We are not handy individuals, but Edwin's guidance gave us the confidence to attempt the repairs ourselves and that means a great deal to me. Feza at the cash register was bright, patient, kind... This is saying a lot because it's very possible I was her last customer for the night!
-
June 2020 by Starr B.
Franko (department lead) in the Paint department is very experienced, friendly, ultra efficient and SURELY the staff you want to work with in the Paint department!!
-
May 2020 by Georges Kotchou
Your delivery service is a nightmare. I even think that they don't know the job and they are talking about staking kit of $35 compared to $2000 washer and dryer machine bought already 3 weeks now. I paid for all and the cashier made a mistake and used the wrong paperwork and since then I have been treated like a stupid man. When I remember Sears service. I regret why I went to Home Depot, I could have even gone to Lowes as well since there is one not far from my house in Germantown Maryland.
-
May 2020 by Stephanie T.
Helped pick up a curbside order here, and unbeknownst to me, was headed for parking lot chaos. Structurally, this Home Depot is already confusing: the main entrance is in the covered lot below, where parking is more limited than the open air space above. Now, imagine setting up a make-shift curbside pick-up system (that is backlogged) in that same space. Instead of a pull-up and pick-up like the site suggested, it was more like a "park and wait your turn" system. Upon arrival, you had to call the store number, but the phone just kept on ringing. Shout out to the one staff member working to get the cars parked and organized, however. He was really trying his best, but they were simply overwhelmed by cars and order. New normal, you say? I eventually just told 'em I didn't mind heading inside to the customer service desk for pick-up. That took 2 minutes tops. If you're comfortable heading inside, and appropriately masked up, then this could be the quicker option. I did see a staff member by the door tracking the number of people headed in, for capacity's sake. These four stars are for the product (was what I needed), fulfillment time (same day), the time to pick-up at the customer service desk (very quick), and all their efforts to uphold safety.
