The Home Depot

Great service!!! John was fantastic with his help even though it wasn’t his department. Thank you!!!

Disorganized. We drove all the way out to this location because the online search function said we could get a particular item there. When we arrived, the store records also reflected they had one or two in stock, but nobody could never help us locate the item (just where it should have been displayed). Honestly, while that was frustrating enough, the staff didn’t even care enough to check the stock room or go through any trouble to research how we might order a replacement direct through the store. F for customer service.

I give this Home Depot an A-​OK.
I like that they are so quick to accept returns, and they generally have the stuff I need. I do not like that it seems only one person can order hardwood flooring, and that it generally takes an hour to do anything related to ordering hardwood flooring.
However, if I could rate Home Depot’s measuring and supplies ordering process, I would give them one star. YOU HAVE TO CHECK WHAT THEY MEASURE AND MAKE SURE THEY’RE GETTING THE RIGHT STUFF. You can’t just trust they know what they’re doing, because they don’t. We recently ordered and had installed a hardwood floor in our living room and dining room.
The biggest thing is that we had to use a T-​shaped transition piece between the entryway and the wood floor and between the kitchen and the wood floor. Home Depot did not figure that out. Fortunately, my wife couldn’t sleep one night because she was trying to figure out how it would work with the pieces they ordered. She realized it wouldn’t, and we had to buy two pieces of transition wood with a T cross-​section.
They miscalculated how much stair nose we needed, so I actually have to finish the floor myself while Home Depot special orders more stair nose for us. That’s just ridiculous.
Like I say above, every time we go to Home Depot, it took us at least an hour. Only one person that works at that Home Depot knows how to order hardwood, so we could only talk to them.

We had a very disappointing experience with the kitchen remodel department and with the management. After make a HUGE purchase of quartz countertops, we were told the measurement would be within a week, and the delivery would be dependent on the sub-contractor’s stock. That was ok, but the real issue was the lack of communication from Granite and Marble Express (Chantilly, VA 20 151) with us after we left the store. They did come and measure, but they dropped the ball when they said they would order the slab. After we did not hear back from the after they promised to call, this began the never-​ending cycle of us as the consumer calling the sub-​contractor for more information and install dates. Then we noticed the quartz sample on the Home Depot web site did not match what we ordered. I tried to resolve this through Granite and Marble Express, but was told they «don’t carry samples» for me to verify. This prompted yet another weekend visit to Home Depot to resolve it. The Asst Manager, Rick, said he would call Granite and Marble on Monday and ask them to allow me to view/​verify the slab after delivery to the Express office. But when I called their office on Monday, I learned that there was no message from Rick, and, by they way, our order was now considered «a special order» and the slab would not be available for another 4 weeks. They blamed the «distributor» for this new delay. I could go to China and quarry it myself in 4 weeks. All around this was a miserable experience with no help from Home Depot and an awful sub-​contractor that they use. Avoid this hassle. That is my recommendation.

Home Depot.
They had a storage shed for sale for $ 1999. I loved it at first sight and wanted that in my backyard. I went inside to order and it took us about an hour to get it done. The service is lousy.
They stated that it will take two weeks to deliver it.
The shed arrived, and half of it was missing. The roofing, the door and other structurally important parts were missing. MISSING. After calling them, and getting other parts shipped, I assumed that it was all here, but that was a trap. Once majority of it was assembled, I found out that they were still missing parts from the package. What the fudge…
After another call, they said that the door and windows are not included with the shed even though they said it was included in the purchase and that I will need to purchase them separately. So, spending more money, I purchased them and finished the structure.
Overall, I love the shed that I had purchased, but no one, I MEAN NO ONE, should have to go through those problems. Fine print and bullpoop, be careful when doing such things. This one day project should have been easy, however it took me more than 3 weeks to do so.

Back again and still no help…
And seriously, are they racist? Or is just the older associates. Oh well.
Why bother coming here…
Hope they shut this place down and open somewhere else with new staff.

If there were a Zero star rating, I’d give that for the NON service we’ve had from Home Depot.
We bought a deck 10 years ago that was nOT build according to code, and now we are stuck because no remodeler will work on it for fear of losing their own license, the construction is that bad. The corporate office has done nothing, and I even wrote to the CEO, who ignored my letter. Lawyer will be next step. Too bad because HD lost very loyal customers.

Staff is not helpful at all, they will keep on sending the customer to the next staff member, better of knowing what you want than asking anyone for help

This location is really bad. Customer service is poor, the paint department is always backed up and they are not knowledgable, their shipping is the worst and it is quicker to go to the store than trying to get someone on the phone. They need to shut this place down and open a new place or fire everybody and start from scratch. Don’t waste your time at this dump.

Home Depot’s shipping people have something wrong with their heads. I ordered a couch and it was supposed to be delivered last week. Somehow the shipping company (Seko Worldwide) ended up having a phone number for me that was over 10 years old, despite my entering my current cell # in the order form. So they never showed up on delivery day. Never called, nothing. So I had to call and wait on hold for 30 minutes to find out what happened, and they ended up rescheduling delivery for a day I was at work. So I worked from home just to get this couch, and sure enough, the thing shows up without hardware or instruction manuals. I go to this store to complain about this and their customer service people act like it is not their problem because it is associated with an internet sale. Finally we got tired of sitting at customer service after they printed out a manual for us and left us to fend for ourselves.
The other «option» was to order ANOTHER sofa and pillage the hardware, according to the customer service associate. This seemed atrocious to me because shipping already took 2 weeks to get the first one to me, and I did not want a second one. After waiting for like 20 minutes for a hardware associate who had been called over the intercom to come help us find replacement hardware, we went looking for them. Some older guy in hardware seemed like he couldn’t be bothered with me, kept restocking while I was talking to him, and then vanished a few seconds later.
The only saving grace of this experience was a young hardware associate (Merrifield VA) named Aaron who had a very positive and cheerful attitude from the start, he walked up to us and asked us if we needed help and spent like 15 minutes trying to track down replacement hardware. This guy should be given a raise or a promotion. Unfortunately the hardware he found for us did not fit the threads on the bottom of the patio sofa we bought, so we are still left with a useless couch that arrived a week late. I have no idea what to do with it. Totally shitty experience, except for Aaron. Ladies, seek him out.

Literally the worst customer service I’ve ever experienced in Home Depot!!!
My wife & I came here to look at stair runners, new appliances, hardwood floors & anything else that tickled our fancy for our new home.
Things didn’t start so great when the parking garage was packed to the brim with idiots who couldn’t drive. Then when you do find a spot, you have to strain to find the entrance, even with ²⁰⁄₁₀ vision.
We located the entrance & walked in ready to throw some serious money down. We literally past 5 employees within the first 60 seconds in the store. Not one hello, do you need some help. Nope. Not one!
We located the flooring department & since I didn’t want to be one of those wondering customers who aimlessly cruised around looking for stair runners, I thought I’d ask an associate. My wife & I approached the flooring desk where 3 employees were what seemed to be ready to help. We asked the lady sitting at the desk, who looked like she copied here eye makeup from Greta if they had stair runners. She looked up with a puzzled look & without a word looked at her team mates. The other two associates seemed to discuss the question for about 10 seconds & then she turned back around, looked at her computer & the pointed behind her & said «they are over there»…Since when is it standard practice to point at an area in a warehouse size store and expect that to be ok?
Luckily, her team mate was nice & walked us to the section that she pointed to. Not impressed!!!
After looking at the runners we thought we’d track down some brick wall tile for an accent wall. On our way to the tile section we passed another two associates chatting back & forth. Again, no «hello» or «do you need some help?» I politely asked if they carried the tile & I got a look of what seemed to be shock, since I had interrupted their in depth conversation. Again, I was pointed in another direction where it might be. Really not impressed!
Perhaps I’m a little spoilt coming from Cali, where the Home Depot employees actually ask if you need help & physically walk you to the product. Although, i would think that all Home Depots should be the same anywhere in the U.S. Right?
Anyway, after the second time we were pointed in a general direction we decided to call it a day with this particular Home Depot. We walked out with the quickness & think we will take our business elsewhere.
Hope this helped! Thanks for reading.

Great customer service. I’m pretty sure there is someone assigned to every aisle so there’s always people checking on me and helping me. In the last 3 months, we’ve been to this HD probably 15 times for everything you can think of from subway tile to custom paint to flooring to closet doors to nails to wood planks to sponges to trash bags. My favorite section is paint. I went 3 times and had a different worker each time. They were all equally helpful and nice. I would usually get the wrong base for my custom colors and they’d go off on their own to get the right base to help me out. Returns were also really nice and easy and fast.

The customer service staff was rude and not knowledgable of store policies. They insisted that we had to make a bulk purchase in order to rent a van, which is not the policy at any other Home Depot. They were not helpful at all and not enjoyable to deal with.

I live exactly the same distance from the Merrifield and Fairfax Circle Home Depots, but my first choice is always the Merrifield location. (Though if Ace Hardware were closer, that would be my first choice.)
In the last month, we basically lived at Home Depot due our master bathroom renovation. I’m serious — I think I’ve been to Home Depot more than 25 times in the last month. I even went to Home Depot 4 times in 1 day.
Here’s some examples from the past month of why the Merrifield Home Depot is better:
–Our contractor only gave us a vague sense of what we needed, so I didn’t really know what I was buying. Luckily, on the day I was buying most of the stuff, the employee who helped me also manages Home Depot’s side business of installing bathrooms. He didn’t mind me asking him tons of questions, and gave really good advice. I question whether my bathroom would keep water in the right places if I hadn’t met this guy.
–When headed to the lumber section, I was actually asked if I needed help 2 times. The 2^nd person was a carpenter who spent 10 minutes with me helping to pick the right moulding, and miter box. His advice was invaluable. As I exited Home Depot with my cart, another employee asked if he could wrap the moulding for me. All this unsolicited help!
–When the project was done, I returned over $ 1000 of products. It was complicated, including online orders, over 15 receipts, and even no receipts. It ended up taking 3 hours to return everything (not the store’s fault), and the same employee patiently helped me the entire time. Trust me when I say he was patient — especially when I asked if certain returns could be allocated to my 0% discount receipts instead of my 10% discount receipts.
I will contrast this with 1 of 2 times I went to the Fairfax Circle Home Depot last month. This location supposedly had 300 pieces of my needed tile in stock. The employee in the tile department lazily wandered the aisles looking for my needed tile. Then she told me I should look for it and wandered off. After 30 minutes I needed to leave, but asked if the employee could call after they finished looking everywhere. I never got a call back.
Ultimately, I think I need to congratulate the person who is making the hiring decisions at the Merrifield Home Depot. Is it Bach (store manager)? If so, thank you!

Look for Paul– he’s the best!
I’m a new homeowner and needed help finding… everything… For a baseboard fix project. Paul quickly helped me select exactly what I needed and even loaded it in my car.
The first employee I asked for help just pointed me to an aisle. I needed more help than that and luckily found Paul. Paul helped me find all the pieces I needed and cut the baseboard to size. Thank you, Paul! Five stars for Paul.

I am not fond of Home Depot because it is so huge, I get mis-​directed from one end of the store to the other, even by the greeter, etc. etc. I have found some people in the blinds department/​doors to be rude, the lighting selection has almost no selection, etc.
So, why so many stars? One person often makes a difference. George in the large appliance section is a natural. The first time he helped me his boss was hovering all around him. I don’t know why – he was doing a great job of showing me appliances and looking things up for me in stainless and printing out the specs. Then I came back again. Same great experience. He is one of those older «gentlemen» who ought to be working in an age-​old independent hardware store. Honest, happy to sell, helpful, not pushy, easy-​going, responsive, etc. Go, George. He did not say anything about himself at all but the appliances we were looking at were 10% off. My contractor asked, «Do I get my additional 10% military discount?» No. My contractor askd again, «I fought for my country and I don’t get the discount?» Sadly George said no (not his fault) but offered up that his son is in the Special Forces and is deployed somewhere – no one in his family knows where.
Go, George!

Cyndy’s Bottom Line: great customer service.
Thomas provided great customer service. We were shopping for appliances and he was very helpful in providing merchandise/​product and ordering info.
He was very patient with answering our questions and providing a solution for replacements and the features that are available.

You’re unhappy with the service you’re getting from Home Depot? Are you kidding?
It’s Home Depot, what are you expecting from a company that’s providing low wages for the unemployable. You don’t buy granite countertops and exterior doors from Home Depot unless you enjoy playing Russian roulette with your home. At HD you buy inexpensive Christmas trees, mulch, ant traps, possibly paint. Get real, this is not a place for serious people with real projects, it’s a place for people who believe the Depot’s commercials. «you can do it, we can help»… the truth is more likely that you probably «can’t do it» (nothing wrong with that) and your chance of finding the one person at HD that «can help», unlikely…
If you have to go to a Home Depot go to Fairfax Circle.

I was actually surprised to see others rate this Home Depot so poorly. Having shopped here a good half dozen times over the past 4 months, I have only positive experiences to report. In fact, this Home Depot has an absolutely amaaaazing selection of Christmas trees! Further, staff has always been helpful and friendly; most will even take you right to the isle that contains the item of interest. Those with negative experiences may wish to give the ‘ol HD another try.

I dread going here almost as much as DMV! Several times the folks that walk around the store in the aprons (employees I assume) ask them a question and they point you to someone else or to the wrong aisle.
Drive a few miles down to the store in Fairfax Circle…