The Home Depot — Attraction in Mahwah

I went to place an order online with customer support using two gift cards. An American Express Gift Card and a Vanilla Gift Card. I was told that I couldn't use them online and that I needed to get a Home Depot Gift Card that I could easily get at any Home Depot store.

I then drove a half hour to the Mahwah, NJ store and went to the customer service desk. The young lady was very nice and tried to do it but she couldn't and said she didn't think it could be done. She then called over the assistant supervisor Rosanne who said that it cannot be done. You can't buy a Home Depot Gift Card with other gift cards. I said, are you sure? I just talked to customer service online and they said I could. Then with an arrogant, nasty attitude she insisted that it CANNOT BE DONE!!

I remembered there was one employee at the Mahwah store who was extremely helpful in the past, whose name is Jay or Jarvis. I just missed him as he had gone to lunch. I thought, should I wait for him to come back or should I just go home and call customer support again and tell them that even though they said I could to this, the assistant manager said I can't.

I ended up waiting for Jay to come back and even though I wasted one hour trying to get this done, it was a good thing that I did as I thought, Jay really knows his stuff. He said, of course you can buy a Home Depot Gift Card with other Gift Cards and he did it in less than one minute!! LESS THAN ONE MINUTE!!

Jay was not just FANTASTIC, he was very friendly with a nice positive attitude!!

The assistant manager, Rosanne was not only arrogant with a nasty attitude but was TOTALLY INCOMPETENT!!

I don't know how long she's been at this store but with assistant manager's like her, the Mahwah store is going to lose tons of business!!

I wasted an entire hour there for something that should and could have been done in one minute!!

JUST HORRIBLE!!

Forgot to mention... while I was waiting for Jay to get back from lunch I applied for a Home Depot credit card which would give you either a $25 or $100 discount.

I asked the young lady at the customer service desk if I could use this when I go home and call customer service to place my order. She said I could.

Well, when I got home and called customer service to place my order, she said I couldn't use it as I needed the three digit number on the back of the card which I didn't have since I only had a temporary sheet of paper with the account number and a separate sheet with a coupon and a number. Apparently, these weren't good enough!!

Again, it seems like besides Jay, TOTAL INCOMPETENCE is RUNNING RAMPANT at the Mahwah...

Horrible service. Came in to pick up an online order and a man named Tim in a regular t-shirt and pants, who looked like he would rather be anywhere else but there, nonchalantly took my husband and I to the outside vestibule to get my items. He then proceeded to find one box, gave it to us, closed the doors and started to walk away. My husband had the gut feeling to check the box to make sure all the items were there; they were not.

The man came back and "looked" more without any shred of scrutiny. A woman named Claudia then came over to help but also did not see any of the missing items. Tim told us to come back to the register and was about to issue a refund. I expressed my frustration so he went back to look again.

Claudia then straight up lied to us and said they receive the items in one package so if the other items aren't there then it is Home Depot's fault and I would have to call them directly. I asked if they kept a logbook of received orders to which she replied they do and they have my order number but obviously not the other items. She said she would give a refund for the missing items. I asked what was going to occur to reconcile not actually having the items today as promised--would she call to make another order for me--she said she would not because the order was made online through Home Depot. She said the refund was all she could do and that Home Depot messed up.

Then Tim came back and said he found the missing items. I told Claudia her story was a lie and walked out with my items in four separate boxes.

No apologies from either member. Claudia didn't even know Tim's name because "he is new". What a laughable...

DO NOT buy appliances from this store - or probably any Home Depot. We had a washing machine and dishwasher delivered to our home a few weeks ago with the assurance that both would be installed at the time of delivery and the haul away - same day. When they arrived - they told us they could not install anything and that a third party plumber had to do it -to be scheduled through Home Depot (because it's "included" in the purchase). When my husband addressed this with the delivery guys because it was what was told to him at the time of sale - they straight up told him that, "the sales people will say anything to move appliances off the floor," and didn't seem surprised at all. So we finally had to call our own plumber to install the washing machine ($300 later) and are still waiting on the dishwasher to be installed - so I have my old dishwasher still sitting in it's place with a new dishwasher taking up much needed spaced in my kitchen (outside the box - because it didn't fit in the door otherwise) waiting to be installed for probably 3 weeks now. We do not have a large kitchen so this is a MAJOR inconvenience and also a safety hazard for our 3 year old (which we told them - but they do not seem to care). Countless phone calls and no show plumbers, lost work tickets, probably hours on hold later - I am considering hiring our own plumber, yet again to do the job. I NEVER write reviews. Ever. I don't usually feel the need but I have NEVER been so disappointed with service in my life and feel beyond compelled to warn others in need of services to go elsewhere. These people give no EFFS about your time, convenience or sanity. GO...