The Home Depot — Attraction in New York

DO NOT ORDER COUNTERTOPS ONLINE Please read full review. Just know there could be thousands of $$$$ of additional fees.

I did not make my purchase online, but have learned that online orders are processed and cut right away. So you CAN NOT GET A REFUND for ONLINE ORDERS. Or at least that is very very unlikely.

What I've learned from this experience is Homedepot uses 3rd party contractors to remove and then install countertops, backsplashes and possibly cabinets (didn't do cabinets). These contractors decide a lot of the fees. Homedepot quotes low and contractors come in a quote/charge more later.

I went to a store in the tri-state area made a purchase for countertop which is actually just an estimate. Contractor wanted me to do demo before giving an estimate and even doing measurements. I didn't feel comfortable with that so I requested a refund. Luckily no products or services were received. Contacted Homedepot for a refund. Rep said a request for reimbursement was sent. When no reimbursement came I had to request it a second time. This was 2 days later. I made this purchase w a credit card so I could always dispute the charge if I had too. My purchase was also very small. I'm not sure if that makes a difference.

I'm hoping to receive a refund in the next few days. As a note if you decide to make a large purchase like this make sure to get a refund or dispute the charge before the billing cycle on your card closes. You could end up paying hundreds (easily thousands for a bigger kitchen). My card company is known for reimbursing large purchases in the thousands. Just something to keep in mind.

I WILL BE UPDATING OR REPOSTING THIS REVIEW. Waiting to see what happens.

I just want to note the salespeople and staff at Homedepot both in the store and online have been very professional. Sadly this purchase just didn't work out. Luckily they are a big company so I may get my money back. I'll keep you posted. Kitchen update was going to be substantially more than what home...

I've spent lots of money at this location over more than a decade. Various renovation projects have brought me there more times than I can count. Despite being located in a relatively pricey Manhattan neighborhood, they are able to offer a variety of supplies, with prices on par with the larger warehouse supply stores in Brooklyn or Queens. Given the time, I'll always make the trip outside of Manhattan, but the reality of tight deadlines and compressed schedules means having a downtown location I can get to in minutes is often a lifesaver. I wish they were still open to midnight like the old days, but 9pm is still not bad considering just about everything closes early in NYC these days.

The only areas that lack an abundance of inventory are the wood and metal sections, though that's understandable with the price of real estate per square foot in that neighborhood. Otherwise it's possible to find just about any material or tool needed for most projects.

One nice quality about this location is that they employ at least one expert who is present at all times. I don't know these individuals by name, but if a worker can't answer your questions they will normally find the one expert who can. After many interactions with the workers at this location, I've never been able to stump the experts I've received help from. And I've had many intricate questions about uncommon renovation challenges over the years.

Caution: I'm certain there is a security issue with their credit card system. I've had multiple credit card numbers stolen over the past few years and all hints pointed to this Home Depot. After becoming suspicious but not being sure, I used a new credit card only at this location, first charge, not having used it anywhere else, and later that evening a fraudulent charge was made using the number. It's impossible to know where along the transaction route the number was stolen, but the point of origin was this Home Depot location. Since then I've only used cash at...

I’m writing to share feedback about a recent in-store return experience at your 40 W 23rd Street location involving a 6,000 BTU AC unit I purchased online on June 7, 2025. It was delivered to my apartment on June 10, and I attempted to return it on June 22.

Initially, I tried returning the item via UPS through the online portal, but the system required me to bring it in store, likely due to the unit’s weight. Though I would have preferred not to carry the item uptown, I made the trip.

Once at the store, I waited a couple of minutes without being greeted, even though several employees nearby were talking. When I asked if I was in the correct place, I was met with a sarcastic greeting instead of assistance. I explained that I was trying to return an unopened AC unit, and the associate immediately questioned when I purchased it. She pointed to a sign stating a new 7-day return policy effective June 16, 2025.

I explained that my purchase and delivery both occurred before that policy change, and my receipt clearly stated I had until September to return the item. Despite this, the associate continued to insist the return couldn’t be processed. I asked for escalation, and the assistant manager echoed the same response, confidently stating the return wasn’t allowed.

After calmly restating the facts, the manager walked away without explanation, and the return was eventually processed (see attached receipt, time-stamped 12:45 PM on June 22).

While I appreciate that the return was ultimately accepted, the experience felt dismissive and unprofessional. I understand policies change, but when they appear to conflict or apply retroactively, customers deserve to be heard before being turned away. I remained respectful throughout, but I left feeling the situation could have been handled with far more care and courtesy.

I hope this feedback helps guide future training and improves how returns are handled...