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July 2023 by Hussain Z.
Store quality has gone down considerably since my last post, it seems they can't keep their shelves stocked with products that they already have. I'm sitting here for around 45 minutes waiting for somebody to grab a bottle of zep carpet cleaner from the very top, because none of it is in its place. It seems to be a common problem every time I come here the products are on the top shelf require a ladder or forklift instead of being fully stocked. I'm finally told that the forklift operators or whatever crew that can get the product is either off on lunch or unavailable and to wait 30 minutes.
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July 2023 by Sharon H.
My sister in law was in the Upper Marlboro store today looking for a power washer. She went to the aisle they were in and it was blocked and locked with a padlock. She looked for someone to help her and couldn't find anyone at all. She went to the front desk to ask for help and the young man said he would call someone to help. She went back to aisle to wait for someone and waited about 10 minutes and nobody came. She went back to the desk to ask for help and the young man said he would help her. He tried to open the lock which needed a pass code. He tried for maybe 5 minutes but couldn't get it open. He said to her 'well I tried' and walked away!Then she saw another man that worked there and asked him if he would help her. After another 5 minutes he was able to get the lock open. She saw the power washer that she wanted to get and showed him, thinking that he might help her put it on the cart, but he just stood there and watched this t0 year old little woman struggle to get an 80 pound power washer onto her cart, never offering any help. He the told her it's store policy to escort her to the cashier. after paying she was hoping someone would help her put it in her car, but nobody offered to help at all. This is the worst customer service! do not go to this store, go to Bowie instead.
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June 2023 by Kimber V.
I stopped by to pay for the cabinets needed for the kitchen build out prepared by a Home Depot kitchen designer. Well, there wasn't a designer on schedule to work the day I was there. And no one seemed to know where I could go to pay for the cabinetry. Well after walking around asking various staff members how I could go about paying for the cabinets, someone finally went the extra mile to figure it out and help me. I don't like it when I have to search for people in order to make a purchase.
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June 2023 by Michelle T.
Poor Follow-up: I want to purchase and install a storm door; a representative came to my home and took the measurements on or about May 25, 2023. However, on June 8th, 2023, I am still waiting to receive a call to come back to schedule an appointment to finalize my order. When you call 301-780-6555, your options do not include receiving an appointment to return to the store. This is so frustrating.
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March 2023 by Monroe H.
Management needs to change. I went In with my friend. She was exchanging something. I couldn't believe how rude the cashier was to the customers. Very rude and uninviting. Refusing to offer the customer a refund on paint, that was unused. Even after they got the managers approval. It was as if there wasn't any respect for authority. There is literally no on around the store to help you find anything you need. When we asked anyone with a orange apron, for help the response is, sorry that's not my department. The cashier refused to greet us. This is not good customer service. Neither of us live in this area. But we thought that every Home Depot should have the same standards. I wouldn't recommend this location to anyone.
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January 2023 by Lowellyn T.
I have to raise hell before I can get my service. the assistant manager assigned the weekend I followed up was Ms Natasha when I informed her if my issue she acted my product was delivered next day installed the next day . customer service was bad need to talk to supervisor or store manager especially you have online backup for the item you choose.sales people need more training.other wise with the review for customer service really bad. I will not be surprise if this store will close .Bowie capitol heights still can be closer.
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November 2022 by Kim S.
Horrible customer service.Save your time and don't go here.Items show up as available when searching online BUT when you go to the store they either can't find the item or you can't find someone to help you. I am very surprised that this location has lasted so long.
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September 2022 by Brian B.
I ordered some building supplies online and received damaged goods (on Sept. 7th). Unbeknownst to me, I didn't know that I would receive multiple shipments, on multiple shipping dates, from different locations. For this particular order, I received one shipment in the morning (everything went well - this shipment was delivered from another Home Depot). However, the second shipment didn't go so well (which shipped from the Upper Marlboro Home Depot). Two of my items were delivered damaged. I immediately contacted Home Depot online service who then put me in contact with the delivering store (Upper Marlboro location). I spoke to a gentleman by the name of Garrett (Service Desk Lead). I explained to him in detail as to what happened and that I will be leaving for vacation in a couple days. To my displeasure, he informed me that the damaged items would not be able to be picked up until Sept. 14th! Keep in mind, these 36 pieces of 4x8 sheets of drywall are sitting in my driveway. On Sept. 14th, while out of town, I check my security cameras and to my surprise, the items are still sitting in my driveway. I immediately called the store to check the status of the pickup for these damaged goods only to be told that there is no record for a pickup. My response, WHAT?!?! I then explain the whole ordeal to a store associate by the name of Sonia and told her that Garrett processed the pickup on Sept. 7th for the items to be picked up on Sept.14th. Sonia checked the system and nothing was there in reference to a pick up. The only notes that showed in the system was that I called and reported the damage goods. Sonia was very understanding and started a new processing pick up date for the damaged goods. I thanked her for her efforts and told her that I would call the store on Sept. 15th to speak with Garrett to find out what happened to my pick up on Sept. 14th. Fast forward to Sept. 15th. I got in contact with Garrett and couldn't be no more disappointed in his lack of concern or effort in finding a resolution. His response was, I see a pick up date scheduled for Sept 21st and had no recollection to the date of Sept. 14th that he placed in the system on Sept. 7th!! Keep in mind, he and I spoke 3 times on Sept. 7th and he also assured me that he would escalate the issue to a manager being as though the item was sitting in my driveway and I would be heading out of town on vacation! I never received any response from him or a manager between Sept. 7th and 14th. After him not being able to explain whatever happened to my Sept. 14th pick up I asked could I speak with a manager. I was then placed on hold for about 15 minutes. The store manager, Reyha finally answers the phone. Once again, I explain to her what all transpired with my order and my displeasure with Garrett's actions and attitude. She defended his character and deposition and offered two explanations as to why my damaged order was not picked up on Sept. 14th. One being, the the pick up request was backed out of the system without their knowledge or a pick up request wasn't fully executed by Garrett in the initial request. I found her responses to be inexcusable and asked for a better resolution and/or some sort of compensation. She then went on to offer a 10% discount on my order and to waived the delivery charge. Never did she suggest that she would speak with Garrett on his actions until I made mention of it. She indicated that her position is not to let the customer know that she will have a conversation with him and that nor is it her position to belittle her associates. But to her defense, she did apologize 3 times for my ordering experience. With that said, I will never shop at the The Home Depot in Upper Marlboro, MD again based on my experience.
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August 2022 by Camerie Porter
Horrible Horrible Horrible!!!!! The customer service is poor and that’s exactly what you will continue to receive from this store. From the store managers down to the workers are absolutely horrible! There’s no other way I can put it. I placed a order in for my custom kitchen cabinets on July 13, 2022, and it was stated that my cabinets estimated arrival date was July 26,2022. Well, the cabinets never arrived. So when I called to see what the deal was, I was told that the cabinets did ship out and will arrive to my home on August 11, 2022. Though I was irritated, I just wanted my cabinets and was still willing to wait. I received a call from the vendor stating that now my cabinets won’t be delivered because the driver was in a accident!!! Ugh! Okay, so when will my cabinets be here is the question! Right!?….The young lady stated that she would call me back and she never did for a concrete delivery. I called my kitchen design person at this Upper Marlboro location, who is a whole different story. I had to always reach out to these people because they won’t call you to keep you informed of anything. She stated that she was reaching out to them to see what was going on and still go nowhere. When I finally got a new delivery date which was August 15,2022……guess what!? Still no cabinets….no call…..no email……no anything!!!! Now, I’m hot with this company, the workers and this wack third party company they are using. When I called customer care, it was stated that the guy was having truck issues and needed to deliver my cabinets another day. At this point, I’m upset and don’t even want the cabinets. After speaking with customer service, I was trying to work with them to compensate me for all these no shows and poor communication. The store manager was a total j**** Didn’t want to get on the phone to handle the issue. Relaying messages to other workers of what he/she wasn’t going to do. So after all this craziness, I told them to refund my money completely. They didn’t want to work with me at all. Never again!!!!!!
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August 2022 by Camerie P.
Horrible Horrible Horrible!!!!! The customer service is poor and that's exactly what you will continue to receive from this store. From the store managers down to the workers are absolutely horrible! There's no other way I can put it. I placed a order in for my custom kitchen cabinets on July 13, 2022, and it was stated that my cabinets estimated arrival date was July 26,2022. Well, the cabinets never arrived. So when I called to see what the deal was, I was told that the cabinets did ship out and will arrive to my home on August 11, 2022. Though I was irritated, I just wanted my cabinets and was still willing to wait. I received a call from the vendor stating that now my cabinets won't be delivered because the driver was in a accident!!! Ugh! Okay, so when will my cabinets be here is the question! Right!?....The young lady stated that she would call me back and she never did for a concrete delivery. I called my kitchen design person at this Upper Marlboro location, who is a whole different story. I had to always reach out to these people because they won't call you to keep you informed of anything. She stated that she was reaching out to them to see what was going on and still go nowhere. When I finally got a new delivery date which was August 15,2022......guess what!? Still no cabinets....no call.....no email......no anything!!!! Now, I'm hot with this company, the workers and this wack third party company they are using. When I called customer care, it was stated that the guy was having truck issues and needed to deliver my cabinets another day. At this point, I'm upset and don't even want the cabinets. After speaking with customer service, I was trying to work with them to compensate me for all these no shows and poor communication. The store manager was a total j**** Didn't want to get on the phone to handle the issue. Relaying messages to other workers of what he/she wasn't going to do. So after all this craziness, I told them to refund my money completely. They didn't want to work with me at all. Never again!!!!!!!
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August 2022 by Nr G.
This store fulfilled an online order for two major appliances - one item was not as expected (it's sold as a white range, but it is not really white) and had a service failure with first use. For more than three weeks I have not been able to get it fixed by the manufacturer (GE) and Home Depot - this store - will not return/replace/refund (even for store credit). Extremely disappointed in Home Depot and this store for horrible customer service.
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August 2022 by Debbie Buckingham
I ordered a troybuilt riding lawn mower for my husband 40th wedding anniversary gift today online. You showed 3 in stocks. We arrived only to not have order ready after the 2 hours, but when trying to pick it up there is no keys or Manual. Also they only have 1 mower that works. not 3. 1 that was broken 2 with no keys no manual. Took 45 minutes for them to find a key in a bucket for the mower. Then they had to find a key to undo locks holding mower in place. How do you stay in business. The cart attended was more helpful then the guys in pick area.
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August 2022 by Mary Beth C.
Don't go here if you are looking for assistance in the paint department. I kindly asked the associate (her name was Dee) if I could ask her a question regarding which paint type I needed. She didn't even look at me or acknowledge me. After I stood there waiting for a response, she replies "go ahead" again without even looking at me. My question was "what type of paint will I need for outdoor for my front door?". She replied "exterior" with no help as to where I can find this paint or no further assistance. After finding and using google to determine what we needed, we stood over 15 minutes in line waiting for her to acknowledge us again in order for the paint to be mixed. She clearly saw us standing at the front counter but she did not acknowledge us whatsoever and continued working on other tasks. I am not one to write reviews like this, in fact this is my first review ever. I just was so angered by this encounter. Disappointed.
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July 2022 by Reid H.
This location is chaotic & inefficient; I highly recommend avoiding if possible. Perfect example: I just attempted to purchase 2-23/32 4x8 BCX pieces of plywood & was given 2-15/16 OSB. Unfortunately, I trusted that the employees were experienced in what they handle so I allowed them to load it on my truck without inspecting it first. After I came back to exchange for the right product, I sat for 37 minutes, exactly, in the aisle waiting for assistance after informing various different employees that I needed assistance. Customer assistance is abysmal due to young employees without knowledge of the material/tools they sell. Unless you give an employee the exact SKU #, they will usually not know what you're referring to & will throw their arms in the air when prompted what to do next. Update: Forklift operator finally came & then proceeded to whip the pallet of plywood around until he got it stuck, & was trying to get it out for 20 more minutes. I finally gave up on the incompetence & walked out. Safe to say I will be shopping, strictly, at the Capitol Heights location.
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November 2021 by Starr B.
Much prefer this somewhat of a hidden location versus to the next, nearest location. Self check-outs are heavily used at this location. Sure that helps to manage the flow of customers.
