The Home Depot — Attraction in Newark

Home Depot’s motto is: "You Can Do It. We Can Help.”

The first part of the motto is absolutely required at this location.

Today I came to shop for a new washer and dryer. I looked at the machines for 15 minutes or so to get a sense of what’s available.

At this time, I realized I could use a hand. And since no associate was in this area, I went to the Customer Service area in the front, where an associate paged someone to assist in the appliance department.

To be clear, there’s no shortage of associates in the store. Several walked by—others congregated near Customer Service department. One enjoyed a snack.

I went back to the appliance section and waited another 10 minutes. After no one appeared, I went back to the front of the store and asked to speak to a manager.

10 minutes later, I asked the customer service associate to page a manager again.

You may ask, why not leave a go to another location—or shop online?

Because I live in and love Newark, and I joined others in advocating for this store before it was built here.

WE DESERVE BETTER. We deserve a Home Depot that stands by its motto in Newark as it does in its locations with different demographics.

After about 10 minutes, no manager appeared, but a kind gentleman assisted us.

If you are counting, I am now 45 minutes into this experience.

He connected us to Shonda, who normally doesn’t cover this section. She was fantastic—and deserves a raise. She helped me purchase the right appliance for my needs, even as she juggled many other requests.

It’s absolutely true that “I can do it.” It’s probably also true that Home Depot “can help.”

But the journey to access that help is long and winding. And it requires too much persistence on the part of customers to receive it.

Most times when I come here, I don’t require help because I know what I’m getting.

If you are that person, who doesn’t require help, this is the location. But if you need some assistance, I’d recommend another location.

Shonda can’t do it all, nor should she be required to—though she was definitely trying.

It’s a shame because I live just a few miles from this location.

What this location suffers from is a lack of leadership.

The top of my receipt indicates that Marcus McCollum is the manager of the store.

We deserve better, so much better, Mr. McCollum.

I welcome an opportunity to speak with him and Home Depot’s corporate...

The photo here is of Sofia at the customer service desk at Home Depot, Newark.

I will describe my brief experience at Home Depot, Newark. She is one of the central character of my 5 star experience at the store.

I ordered two DuPont wiper blades ($1.88 + tax/each) online to be picked up at this store on (3/16). The order went through. However, after about an hour Sofia called to tell me that the sizes I ordered were no longer available. So, she is going to give me Michelin wipers which are $6.88 each. I was overjoyed.

I went to the store to pick up the item. She had one of the most pleasant personality. To give you more context I went to the store at 6pm in the evening. She was pleasant with me and other customers. She was a great colleague as well. The way she spoke with her co-worker was a lesson for me.

I picked up the wiper and found that one of the item was a returned item. Whoever returned the item replaced the original wiper with used ones. I found out this after I left the store. So, I returned to the store and told Sofia about the problem.

Sofia took me to the wiper blade section and she picked up even a better wiper ($13), as no other inexpensive options were available. I took out my wallet for payment. She said that it is not your fault, so it is not your responsibility. You don't have to pay anything.

I was stunned. Any other store would have cancelled the order. Not only did they go through the order, I left the store with a very positive experience.

I believe every person in the store is as courteous as her. This kind of attitude needs an environment, I believe this store provides a positive environment for the customers as well as the employees. This will be my go-to store from now on.

Thanks Sofia!...

I had the worst experience with Home Depot in Newark NJ. I went into the store to purchase a Storm Door. First the floor person that was supposed to help us was acting as if he did not wanna come over to answer any questions we had. He eventually came over to help us but was very short with us. When I found the door that I liked we sat down at his desk. We had measured the door before we went into the stoor. I wanted to purchase the door the same day. The floor person first suggested that we ask one of the people outside in the parking lot to install the door. As you may know there are people outside looking for work. I didn't like that idea so he suggested that I have the door installed professionally. He told me that Home Depot will send a technician to my home and they will measure the door correctly. He took all of my information (Address, phone #, email address) on Thursday October 23, 2025 and gave me a 2:00 appointment for Thursday October 30, 2025. I left work early on that day so that I could be home when the technician/installers come. Noone ever showed up. When I called Homedepot, they first send me directly to the survey. I called back several times and finally got through. The lady told that there is no information for me in the system. I gave her my address, phone number and email address. The floor person never entered any of information or set up any appointment for me to have my door measured. I am extremely dissatisfied with the way I was treated by a home depot employee. I will not be purchasing any doors from Home Depot because of this poor service...