The Home Depot — Attraction in Gaithersburg

One night i was looking for a MDF 4 ft by 8 ft. Took me while to find it, for there were no associate at the isle 15. The MDF was on an upper shelf, so asked an associate for help and to cut it. It was not his isle, so he paged for the associate for isle 15. I waited and waited, and no one showed up. I asked 2 more associates, they all did the same - paging over the PA system. After 40 min i walked up to customer service and asked them for help. They tried to call a phone, but nobody picked up the call. CS insisted me to wait at islec15, kept saying if i am mot there, the associate would leave. They refused to have "the associate" to meet me at the CS counter. So i walked back to isle 15 and waited, and waited.... After 15 mins, i went back to the CS counter and asked to speak to the store supervisor. Manuel showed up shortly. I explain the run-around and asked should i put in a pick up order and teturn tomorrow. Long story short. We walked back to isle 15. Located the MDF. He got a cart. Got the board down. He cut it to the size/piecec i wanted. Very efficient n polite. On the way to cashier, he said sorry and would give me the MDF for free for my trouble that night. I told him i wasn't complaining just to get a freebie, but i would split the cost ($22) 50/50. He even ask one of the worker to take care loading the cut boards for me. Manuel is top notch. I expected him to find the person who is responsible for isle 15 and asked him/her to help. Instead he just help me directly himself. Crudos to Manuel. Employee for lumber sec during shift sucks - no where to be found. Other associates just kick the bucket down the isle by voicing useless paging. Same for the so called Customer Service. They need to set up a system so you hold associates accountable and not just say that is not my isle/responability.... Manuel saved home depot that night. I hope the HD franchise read this. 2 stars for the associates. 5...

Like a lot of other reviewers on here are saying- this Home Depot sucks on a few levels. I stopped in to get a key made, some things to do the leaves, and window weatherproofers (the stuff that looks like giant plastic wrap). The key I got made did not work in my door and I ended up taking it back; the second didn't work either. This is a basic house lock, nothing fancy. Not going to waste my time going back again- 3 bucks isn't worth it. The customer service was totally miserable. I asked help to find leaf bags and was told 'use your eyes. they're right there' by a guy who didn't even bother to stop walking, just pointed and shouted as he walked away. Then I had to ask no less than 4 different people to find the weatherproofing materials; I would think at this time of year this would be a popular item (indeed they were on an end cap- very visible). On my way out I saw a group of workers listening to a radio loudly and conversing- sure whatever the workspace shouldn't be miserably boring but I just thought that was a testament to poor training/ customer care. If you read up on the company- they cut a ton of positions and you can see the result. Don't invest in employees and your company will be lousy, simple as that. Oh and another thing- they have these big brother ish security cameras on any aisle with small items that start beeping and alert you you're being recorded. I guess the place is a target for thieves but for the majority of normal shoppers with a sense of morals, it feels way too accusatory and annoying. Kind of stressful to find your item with a thing beeping at you, and totally killed any desire to just wander the aisles. I kept my lawn care and weatherproofers but took a key to a local place- works like a charm. Will find a more local hardware store for the future, even if I need to...

As a loyal Home Depot customer for more than two decades—with over $100,000 in purchases—I have consistently chosen your stores for both personal and contractor-led home improvement projects. While I’ve visited many Home Depot locations throughout Maryland, I can confidently say that the Shady Grove branch stands out as unparalleled in service, professionalism, and customer care.

I attribute this exceptional performance to stellar leadership and an outstanding staff. The store management team, led by Mr. Mike Kendall and supported by Mr. Todd Dardick, exemplifies what effective, customer-centric leadership should look like. Their guidance has clearly fostered a team culture grounded in professionalism, helpfulness, and efficiency.

One of the most remarkable experiences I’ve had occurred during my most recent project, thanks to the extraordinary assistance of Ms. Eva Garry. She went above and beyond in helping with a large-scale home improvement effort. Ms. Garry spent long hours carefully reviewing a detailed list with me and my contractor, ensuring that every item complied with local residential code requirements. Her knowledge, patience, and meticulous attention to detail were truly outstanding.

I would also like to commend Mr. Danial Niazi, a Pro Associate, for his diligent support. He ensured that every material and item selected matched the project’s needs perfectly, demonstrating not only strong technical expertise but also an admirable dedication to customer satisfaction.

The Shady Grove Home Depot (store# 2550) exemplifies the gold standard of customer service. I highly commend the entire team for their exceptional work and sincerely hope their efforts are recognized and shared as a model for other...