The Home Depot

One of the worst customer service experiences of my life. I was interested in receiving a qoute for a new kitchen so I set up an appointment via customer service #. They told me I could save money by measuring my kitchen and bringing measurements to the appointment. I showed up for Appointment with measurments and no one was there. The sales rep was 55 minutes late. Asked me hows it going? I said not great as I have been waiting for about an hour. He then proceeded to turn away check his calendar, fidget through computer, and once he realized he had forgot about his appointment he looked back and said «Sorry». I said oh well lets get on it. I figured I would give these guys a 2^nd chance. He proceeded to build my design and told me that I needed to have my place measured by an outside company which cost $ 100. Even though initially they told me I didnt have to do this, I said ok fine, I just wanted to get the ball rolling. The sales rep promised to send me an email with pricing for appliances. Never happened. I called him and asked him where the email was and he said he was sorry AGAIN, he had been very busy and will get to it later in the day. Never happened.
So the outside company came to measure my place, gave me a rough kitchen price which was RIDICULOUSLY high considering that I live in a 600sqft condo with a tiny kitchen (qoute was 20k). My contractor friends were laughing hysterically at this nonsense. The outside company rep said HOME DEPOT would contact me ASAP once they received the measurements. LOL… that was in September 2015… It is now Almost Feb 2016 and Home Depot is only now starting to call me and send me emails asking me if I am still interested in my kitchen. I wrote them off months ago after they left a bad taste in my mouth with the hour late appt wait, $ 100 measurement qoute scam, and 20k bull crap qoute… and to now here from these guys asking me if im interested in moving forward? Jokes on you guys. I will never do business with these people ever again. Glad I have friends that pointed in the right direction and saved me from this nightmare.

John was extremely helpful in advising how best to replace my bathroom faucet. He helped with selecting the new materials, how the job would be done, and how to overcome unexpected challenges. Great service!

Horrible customer service. Employees don’t know how to talk on the phone or listen to customers. I went in to buy a fireplace had to do an in store order. Employee accidentally charged us twice. We didn’t know that took place until when my order came home I ended up with two fireplaces. Called home depot and they said they will send a truck to come pick it up. It has been over 2 weeks and all I’m hearing are excuses about how it’s a difficult situation. Employees only know how to put customers on hold and according to their own employees their managers are too busy to speak on the phone. Unacceptable. Will never go back to that store again!

By far the most helpful employees! John spent 30 minutes trying to help us macgyver something that didn’t end up panning out, but he didn’t give up. Sean in the tools section was also super accomodating. Would highly recommend asking for help at this location, you won’t be disappointed.

I’ve been watching Somerville’s Home Depot decline for many years now. There was a time when they had real tradespeople working there and workers that cared. This summer my wife and I purchased a gas dryer and storm door there. I should have known right from the start when I couldn’t find a sales clerk while there, that we were asking for trouble. The dryer experience was a nightmare from start to finish (except for Connie in appliances). When they did get the dryer installed, it was done wrong, UNSAFELY, and we had to get them to come out later and install it correctly. Since it is impossible to get help via phone, this took hours of my time to arrange. Our storm door ordeal was worse, and when they finally told us they were coming out to install it (I took a day off from work) the installer called and said they couldn’t find the door at the store (and they never did, though we waited weeks for it because it was a special order). Worse, trying to reach anyone in a sales department, a manager or a customer service person is impossible. Phone calls are transferred in this unanswered circle. When I left a message with someone who would promise to give my name and number to a manager and I would hear back, I never did. In order to cancel our order for the storm door that we were charged for and never received, I had to take a morning off from work personally go to the store (once again, can’t reach anyone by phone). I will never even purchase a nail at Home Depot again. Their overall service can’t get any worse.

This is based on the flooring department. It’s been a terrible experience. You cannot get through to anyone on the phone, and each time I visit their store, what should be a 10 — 20 minute visit turns into 2 – 3 hours because they send me around to so many different departments and no one is communicating with each other. I purchased laminate flooring and tried to have it installed. The installation company they use, ACS, is the worst! They didn’t call back many times, and called at 4:15 (arrival window 1 — 5) to say they couldn’t make it beause their truck was broken. Their manager, Mark had zero interest in making things easier.

I love hardware stores but dread going to the Home Depot! They are very large and with out help you can never find your way around. This location changed my mind about them. I needed light bulbs and really didn’t have the time to go for a search of it at the Home Depot, but as I walked in one employee asked if I needed help! I was shocked, I didn’t need to go search for some one to help me. He pointed to the direction that I should go also asked another employee to walk me to it. They were very pleasant and this guy even took me to their clearance section for a lot of savings on this kind of light bulbs. I did self check out and was out in about 20 minutes top. That’s just great!

Good. God. This was, without any shred of doubt, the absolute worst experience I have EVER had making (or rather, attempting) a major appliance purchase. Do ANYTHING you can to avoid this store. I won’t tar Home Depot as a whole, or even this whole store. However, I will say that the entire appliances team at store #2667 in Somerville, including Bill and his manager Mitch Cohen, ought to be re-​trained, or fired, possibly out of a cannon. Please, please, PLEASE save yourself the incredible frustration and aggravation, and buy anywhere else. I don’t have any experience with the Everett store, but I can say that they can’t possibly be worse than this store. The Everett store is less than a mile from this horrible place, so do yourself a favor if you want to buy from Home Depot: Go to Everett, not Somerville.
I’m going to rant, but it’s mostly for me. The above is all you need — just do not buy your appliances from Somerville Home Depot Store #2667.
==== A long rant follows, largely for my own sanity. Feel free to skip it. ====
After having a four year old fridge (from Home Depot) die under warranty, I was attempting to purchase a new refrigerator. I found a good model, and it was on sale — great. Home Depot charged me immediately, to be delivered one week later. Ok so far.
However, when we needed an adjustment (specifically, to the shipping address, to our moving company), they refused. Apparently, if the zip code changes, their contract with the shipper changes, and they have to re-​run the order. Of course, the sale price was gone, so they suddenly wanted $ 200 more to have it delivered to a different (and easier for all involved) address. No thank you.
Our options, we were told, were to have it delivered to the original address, or to have the order cancelled and re-​written at a new, higher price. No matter how I tried to reason with them, I couldn’t get them to honor the price I’d already paid, at a different delivery address. They kept describing their backend processes, and how contracts had to be re-​written. I could not care less. I purchased a fridge, they had my money, I simply want it to be delivered to a different location (approximately 2 miles from the original location). I can’t imagine why but this was impossible.
Fine. I opted to have them deliver it to my house, and have the moving company pick it up immediately. My moving company (Gentle Giant — big props to them) was very accommodating, and offered to pick it up for free. This was a waste for all involved, as Home Depot would have to unload it onto the front steps, and then Gentle Giant would swoop right in and pick it back up, but whatever. So, we stuck with our original delivery date.
That day came, and I received a call that they were 30 minutes out. Alright. Next, I received a call saying «The delivery guys said they can’t deliver, it’s a one-​way street with no parking». Well, yes. I live in the city. I also gave Home Depot the address a week earlier, and no one said boo about it. Did no one look this up? Did no one think «Perhaps we should check on this»? Apparently, they did not. So after all this, they couldn’t deliver it to the address we didn’t want them to deliver it to anyway! I was told (by the delivery people) that HD could pick it up from a warehouse, and then I (or more likely, my movers) could pick it up from Home Depot. Fine!
So, I called the Somerville store, to try and arrange this. They told me that was not an option, and that delivery would be attempted again on Saturday. I can’t even fathom why. I will still live on a one-​way street with no parking come this Saturday. I again attempted to reason with them, to get someone to act like a human being. All I wanted them to do was drop it off, on a loading dock, with Gentle Giant. 10 minutes, it couldn’t be easier! I was trying to save everyone involved hassle, headache, and back ache. GAH!
Alright, enough, of both my rant and of this attempted order at Home Depot. I told the appliances team (once I finally got them on the phone, after about 5 calls) to cancel and refund the entire order. I told them I was done with them, they’d blown the sale, and they could go live in the fridge for all I cared. They told me my card would be refunded in 72 hours — it sounded like they had a lot of experience issuing refunds. I’m not surprised.
Perhaps this store does not actually wish to sell appliances. Maybe this is all some sort of crazy art performance, where they pretend to sell appliances, but they’re really just seeing how much of your time they can waste. All I can do is reiterate: Do not buy appliances at this Home Depot.

Horrible customer service experience! I needed assistance looking for lumber and the staff was too busy arguing and cursing each other out to help me or anyone else. Not to mention there were several customers around while they argued having to listen to them. When I broke the conversation up to ask for assistance the employee states «What do you want?» in the most extremely rude way you can think of… Wow! Today this store is giving the Home Depot name an extremely bad name.

Andrew in the millwork department was super helpful! He was kind, courteous and knowledgeable! He helps make this Home Depot a wonderful neighborhood store.

Went this store to grab a bag of soil, one of the associate directed me inside. Didn’t find any soil bag so asked for help with an employee. She said she paged somebody and I will get helped shortly. I waited 15 minute and nobody showed up, again met the same associate and she said she called somebody and again pretended to be looking for some help for me but no body showed up. I spoke to other associates as well for same issue but… no body showed up for help.
After waiting for ½ an hour, I said them thank you and left the store. No body seemed to be bothered by that even though they knew I wasted my an hour trying to give them some business. bad customer service, I will never go back to this store again.

Really?
I tried to stop in here to find something the other day. Paint. That’s a fairly major item. I went in the far left entry door and looked in the front aisle and the back aisle… no sign of it.
Most of the staff were too busy chatting together to notice I was looking for something and when one finally asked if she could help… told me the wrong information.
Seriously. She told me that the paint department was in aisle 2. Which is the cleaning supply aisle. Which was clearly noted on the sign that was visible from where I was standing.
How on earth do you not know where your paint department is? (For the record, it’s down in the middle to the right, off the first wide aisle if you go in the main door. I went back to check whether I would have seen it from the main door, and, no. The sign that says paint is obscured by other signs in front of it. Oh, and what I wanted was on a high shelf, so I couldn’t buy it because I was beyond having to interact with any more of their staff.)
Also, a reproachful «you’re welcome» is not the right response, even if you don’t think your customer said «thanks» loudly enough.

This is the worst Home Depot. While closest to me geographically I have given up on them. They are less knowledgeable then Everett, lack inventory control, are unable to be organized with their personnel and are overall a disaster. I refuse to waste any more time at this store.

Out of propane on Memorial Day weekend??? you gotta be kidding me! what a joke. We even called to make sure it was in stock… nobody here has a clue whats going on!

I have been there a lot when I was selling my house and the floor people are really helpful and knowledgeable. I wish the check out people were nicer, but I mostly use the self checkout or do online pickups with customer service.

A few bits of advice before shopping at this home depot–
1) what ever you do– dont ask for paint. the paint desk at this location is NOT friendly or helpful.
2) do not go in after 7:30pm. they will remind you again and again that they will be closing at 9. and just when you finally have heard it one too many times– a security guard will come by and say, «hey! were closing at 9»… although your watch says 8:15pm.
Im sorry– do you want my money or not?

Seriously the most attentive and pleasant staffed Home Depot I’ve been to. Everyone Is helpful and there are tons of staff wanting to help.

This is probably the most organized HD in the area. Better than the one in Everett.
Staff is very friendly and I rarely can’t find what I am looking for.
During my last visit I was getting a Christmas tree. It was 15 minutes before closing, but guy working the section spent the time to make sure we picked the best one for us, trimmed it, wrapped it, and helped cart it to the checkout.

Two stars because I need to get something off my chest about Home Depot in general.
It’s great that they offer you complimentary cuts on lumber you buy, but in years of buying from various HD’s I’ve never had a piece of wood cut incident free from there. No matter how you explain it to them there’s always an excuse for them to half ass it.
All I wanted was a piece of wood cut into 2 even halves to make shelves. I walk away for a minute, the guy goes to make a cut without measuring the wood, and my girlfriend calls him on it. The usual song and dance occurs:
«Well ya know all these piece of wood are slightly different lengths so…»
So what? Then just measure THIS piece of wood and cut it in half.
«Ya well ya know the saw blade cuts at an angle…»
It’s a straight cut on a circular saw. Are you telling me there’s no way to cut 8 inches of wood on a circular saw?
«Well it’ll never be exact cuz of the saw blade ya see…»
I don’t care about the millimeter I lose from the saw blade. It just has to look relatively even.
I’m not a carpenter. I’m not a contractor. But I know that cutting a piece of wood to a set of measurements is possible. How else do houses get built? Is a house just a giant piece of tree stump that happened to include a door, a stairway, and custom decorative trim? If you need a piece of lumber to fit into an 8 ft space do you cut it to 8ft-​ish and explain to the structure of the house that it shouldn’t collapse because exact cuts are hard?
I was gone for a solid 4 – 5 minutes and the guy spent the entire time arguing with my girlfriend who was just asking him to use the tape measure he had ON HIM to measure the wood. Ya know… measure twice, cut once? That thing people say all the time specifically for this instance? I came back and the guy immediately starts talking over her to me, and explains that the wood isn’t exactly 8 feet so he’s just going to cut it in half. «Sure» I say, assuming that meant that he measured it. Before anyone could say anything else the wood was cut and the results weren’t even close. Surprise surprise I walk out of Home Depot for the umpteenth time unsatisfied for the exact same reason.
I’m not a moron. I’m not mystified by some guy that owns more tools than me. I’m just a regular common-​sense-​driven human being who doesn’t have the money space or need to have a saw bench in my apartment. If any Home Depot slouches are reading this: the gloves are off. I will nag you to death and back to life again if you try this crap with me again. You won’t like it and I don’t care. Don’t mess with my shelves.

Lotta Haterade. My experiences at this location were absolutely positive.
Typically, I find my own shit. Nails, screws, caulk, whatever — I go, I buy with self-​checkout, I walk to my car and laugh at the hollow shell of what used to be Circuit City next door.
Last trip — early Saturday evening — I was a man on a mission, needing a 10’x10’ collapsible canopy, a 6′ collapsible table and two collapsible chairs. Yes, a booth in a box. Snake oil needs selling, kids, and ya jest cain’t do it without a retail front!
One guy in Garden walked me through the store on a snipe hunt for a «seasonal» tent after hand-​holding me to aisle 9 for my table and chairs. His persistence became infectious and three other employees helped me de-​package and set up two different model canopies to ensure all parts were present. After settling on a $ 100 model, the supervisor had the cashier drop in a 20% discount because «hey, you never know with open package product!»
Everything worked fine, friend. Thanks for the markdown, the manpower and the orange aprons. Pimpin’ pimpin’.