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March 2023 by Rebecca W.
Smarmy customer service. When you call, you are asked to take a survey after the call. If the customer rep thinks you are unhappy, he/she will cut off your call at the end of the conversation, so you can't take the survey.They should be recording the calls for quality control instead of relying soley on surveys.
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March 2023 by Lauren B.
I highly recommend that you do not order appliances from Home Depot. We ordered a washer and dryer in November. The first delivery attempt was made in December, but one of the units arrived with a huge dent in its side. In January they came again, but the dryer they installed was defective. They failed to test the dryer before they left and they failed to install the new dryer duct. A week later they tried to replace the defective dryer with a washer. A couple weeks later they arrived with a dryer that had multiple large dents in its side. In February, they finally installed an undamaged dryer to complete the order. I spent hours dealing with the delivery and installation failures and with customer service. Several of the customer service reps promised that I would receive compensation for all of the inconvenience after the appliances were successfully delivered and installed. However, when I called to request the promised compensation, they told me that they could not compensate me and had no idea why the previous customer service reps had told me differently. The whole experience was horrible.
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October 2022 by Karen C.
I came to the store to buy several pots for indoor plants, as well as other garden items. As I was entering the pots aisle, an employee looked right at me as she shut a temporary gate. No problem, and understandable, so I resumed shopping on the next aisle. She then came around and told me they'd need to move into the aisle I was currently in, and I would need to get out of her way. I explained that I just wanted to buy some pots, and she told me "they had work to do". Then she sarcastically told me in a very loud voice to "have a nice day". I know others here have had similar experience. The other Home Depot is much farther for me, but it will be worth the drive when the customer service is so much better.
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August 2022 by Olga N.
The worst customer service I've ever encountered. Home Depot corporate should absolutely take a look at how this location is run and what kind of people are employed on the floor. I came in prepared to make an appliance purchase. I found the item online, had the exact location coordinates and wanted to see the item in person before buying. When I approached the aisle, three Home Depot staff members were casually having a gathering right in front of the place where my item would be located, blocking the entire space. They had a shopping cart parked there as well and wouldn't move no matter how many times I excused myself to look at the shelf or attempted to walk around them. They weren't discussing work related stuff - and I highly doubt they all happened to be on a lunch break, bullshitting right on the floor in front of customers. When I asked if any of them could help me, one of the ladies waved me off, saying I should go to customer service. Nobody bothered to move an inch or stop their lively chat to actually do what they are paid for. What a shame - and what a stark contrast from another nearby Home Depot location in Fairfax, where staff members actually do their job, help customers, or at the very least don't stand in their way, wasting everyone's time.
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September 2021 by JC R.
What customer service - this Merrifield store has none! My hubby approached a staff for help with locating an item and staff told him to go see customer service. Hubby then walked back up to customer service, he was told item "should be there"in the aisle even though it was not there. Hubby then asked customer service "show me" where the item was, customer service replied "can't help you" but will call garden center staff who never showed up after 40 minutes. Wow! What is it with home depot? Why is it so poorly run and why is customer not being helped? This was the reason I was compelled to review 4 home depots we visited in two days looking for an item that was supposedly on stock. Ordinarily I reserve my review for restaurants or similar venues but I had to bring attention to this lack of customer service or unfavorable and very inconvenient experience!
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May 2021 by Tae K.
I would give them a zero star if I could. I've lost full confidence in Home Depot - at least the Merrifield location for sure.I had a simple question about blinds/promotions. I was on hold for over 1 hour speaking to various employees who had zero knowledge on anything. No one simply asked why I was calling - people immediately tossed me around like a "hot potato" and at one point, I even heard the manager on the floor say "take a message" after one decent guy tried to help me because he felt bad for me being on hold for so long. No bueno, for sure.
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September 2020 by Emily M.
So so wish I could award half stars! I think this location deserves 3.5 stars.I like that the store advertises the mask mandate and provides hand sanitizer for customers. However, no one really social distances here. Unfortunately that includes employees who are walking close to you with their mask pulled down. Otherwise we had a good experience and found what we needed!
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August 2020 by Rebecca F.
Not the most helpful Home Depot that's for sure.Usually I'm on a mission & just get what I need & go. This go round I needed paint so I had no choice but to seek help, lol.Had to wait to be waited on in the paint department, even though there were 3 people behind the counter & only 2 of us in line. The 2 gentlemen behind the counter were both helping the guy in front of me & the girl behind the counter was doing her thing, whatever that was. There was also another guy that was stocking the shelves. Point being, not one of them acknowledged me so I waited & waited. When it was my turn 3 out of the 4 employees just walked away & left the one guy solo. Gave my order & he was very pleasant. Since I knew it would take a little bit, I went to look at plants & lights. Got some potting soil and was trying to get some fertilizer but couldn't reach it. I looked around for someone to help me & saw the person at the counter was just sitting there watching me struggle, so I left. I can get fertilizer anywhere & will go to another place that will actually get up and assist customers.Came back to the paint department 20 min later & the guy asked if I needed help & I said I'm just waiting for my paint. He didn't say anything & just kept working. He had a rush of customers & was going as quick as he could solo but he was slammed.Finally, I just happened to see my paint sitting there. It had been ready the whole time I was standing there, even after I told him I was waiting for it - like another good 20 minutes - & he never said anything, lol. I was definitely frustrated but just wanted to get outta dodge so I grabbed my paint without a word, went up front to check out & left. Side note: the girl at self check out was very friendly & helpful, thankfully!
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June 2020 by Tea Crawford
Customer service lacks...don't ask for help as the answer is not let me find someone that knows or let me check...its that's out of my specialty...
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May 2020 by Donald F.
This home Depot is well stocked but poorly managed compared to others in the area. I had some online order with everything in stock. It took three days for them to fill the order and then when I was notified to pick it up, they had misplaced it and had to pull it again. Try Fairfax Circle. Much better service.
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April 2020 by Taylor E.
I'm updating my review based on my recent experience with curbside pickup during the pandemic. I ordered online at night and my order (of many things) was ready the next morning. This location is very organized for curbside pickup. There was a masked employee at a station who took our order number and directed us to park in a numbered space. Within 5 minutes someone brought out our order and helped us put it in the trunk. We realized we had forgot some nails so we put on our masks and went inside. There was a sign indicating a maximum of 100 people in the store. It was a ghost town. I felt very safe inside and we were able to find what we needed quickly and pay for it with no human interaction. Major props to Merrifield Home Depot for their management of this crisis and for great customer service in general.
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April 2020 by Scope Enterprise Labs
This is a great Home Depot. If you are wanting to find something to work on your house or yard this place Jade it all.
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March 2020 by Beata B.
This is the second time we have used them for an installation. This time the basement floor . Terrible from start to finish. 1. The person who came out to survey the floor area. Measured wrong and did not identify that the floor was not completely level. Therefore , did not identity that we may want to chose different material as the material we chose may not be compatible .2. Installers came and showed up with out a level. My husband had to provide them tools . 3. The material that were delivered were damaged ( 3 of the 20 boxes).4. Finally after being at the house for 4 hours they said they can't install the floor and we need to return everything . 5. We can't get a hold of Home Depot .. no one calls us back. Considering the times you think they would want business. Maybe not .
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December 2019 by Amro N.
Super helpful staff. Got some lumber cut here, and the staff in the Lumber department really went the extra mile. Ask for Robert, he's great!
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November 2019 by Remy C.
This place has everything under the sun EXCEPT for some employees who SERIOUSLY lack basic people skills. One such example: Yesterday we went in looking for clear trash bags for our leaves. We approached a short woman with dreadlocks who was stocking cleaning supplies and asked where we could find them. She pointed in the direction of the product and after we said thank you she shouted "GOOD MORNING" as if to chide us like little children for not greeting her with a salutation inititally. WE returned to her after getting the product and apologized for not having said "GOOD MORNING". She then began a tirade of how "she was more than trash bags". This woman is a the very least NOT properly trained on how to engage with customers in a retail environment, and at worst, entirely unhinged. You dont do that. I know Ive had a bad day but popping off on people who are paying customers (we purchase nearly $200 worth of items) is BAD BUSINESS and she needs to be RE-TRAINED with a courteous and professional mindset if she is serious about keeping her job. When I had a retail gig and If I had ever mouthed off at a customer, ANY customer, even if they were being less than gracious, I would've been let go ON THE SPOT. Searching for a store manager was to no avail.
