The Home Depot — Local services in Abbotsford

Home Depot Abbotsford: Disappointing Price Match and Customer Service

March 15, 2025 (Update) Thank you, HD Abbotsford, for your response and the invitation to discuss my experience further. I appreciate your willingness to address the concerns I raised in my March 7, 2025 review. However, I have already provided enough information about the issues I encountered at the Abbotsford location. The detailed feedback I've shared will allow your team to review and address these matters internally. This review is about the Abbotsford branch, as I have had great experiences at other Home Depot locations in the province and Canada. I hope to see improvements in these areas at the Abbotsford location in the future, which aligns with the quality of service I've experienced in other branches. Thank you again for your attention to these concerns, and I appreciate the effort you are putting into addressing customer feedback.

March 7, 2025 Review As a frequent Home Depot customer for 15 years, I've collected many of their brands like Ryobi and Ridgid. Recently, I've been expanding into Milwaukee tools. While I've had positive experiences at other Home Depot locations across the province, the Abbotsford branch has consistently fallen short, particularly with price matching and returns.

Price Matching Issues The price matching policy at this location is misleading and inconsistent with Home Depot Canada's official policy. For example:

When price matching a Milwaukee compact router listed at $179.88 on Amazon.ca, the store insisted on matching the total price after taxes and fees ($201.46) rather than the base price.

This practice results in customers paying significantly more than they would at competitors, as Home Depot then adds GST/PST and environmental fees on top of the matched price.

Return Process Concerns In January 2025, I attempted to return an unused, unopened item. The customer service:

Opened the sealed package to "verify" it was unused, which seemed unnecessary and showed a lack of trust.

Demonstrated a general attitude of suspicion towards customers, which I've noticed during my few returns at this location.

Customer Service Culture While some staff members are professional and helpful, there's an overall atmosphere of distrust towards customers. I overheard concerning comments about being "vigilant" due to homeless customers, which suggests a discriminatory attitude that doesn't align with Canadian values of inclusivity.

Impact on Shopping Choices I've been a frequent shopper at Home Depot. However, these experiences are pushing me to explore nearby alternatives like:

KMS Tools and HNT Tools for Milwaukee and other brands

Princess Auto and Rona for general hardware needs

While Home Depot has been my go-to for years, the Abbotsford branch's practices are disappointing. Their approach to price matching and customer service doesn't reflect the quality I've come to expect from Home Depot in Canada. I hope they can address these issues better to serve the diverse Abbotsford community and...

Brad,Manager was really helpful and knows what he is doing,BUT NOT OTHER THREE LADIES. I got Homelite trimmer a year ago and when I bought it was not working properly with in second week, I checked for receipt didn't find it, and went to customer service, east Indian Lady over there refused to help me .but gave me repair guy number. I approached their repair guy in Chilliwack he too refused to repair without receipt.Now my trimmer which brand-new an I spent around 200$ was waste. A week ago I was reading on internet that my trimmer had 3 year warranty. I called again home depot ,For my good luck Brad answered phone, he heard my complete story and said to come in for exchange. But in real when I went to exchange on 15thjuly 2014,I asked for Brad manager, lady on the customer service counter started questioning me ,when I told her that Brad only can help me ,She heard my complete story and said that 30days rule, They said Brad can not promise this exchange ,another Lady called herself manager wanted to know everything again and finally she called another lady whom she said is manager, again asked me complete story and said 30 day rule again I told her to call Brad and check she wouldn't do that Finally I had wait for Brad on Sat and he did exchange very quickly and did good job I run and own two store and know all about customer service, especially big stores customer care people have no smile when at customer care counter, They take their customer granted How Happy customer could I be ,If I had got my service at very first place, Big Thanks to Brad "you know what you are doing", Hopefully other three ladies who failed to give right CS will surely learn from him, Please treat every customer nicely, Customer are the one paying you, Ask us how important a customer is.????? Thanks...

This review should have happened a long time ago. We would like to apologize to all those mentioned in this review as well as those we may have forgotten to mention in this review that have helped us over the years with the renovations we have done. This store is exceptional, there is no other word for it. We have always received outstanding service from the employees at this location. It does not matter what section of the store we have dealt with sales, customer service, rentals, pro desk, greeters, returns etc they have all been outstanding. Something we have always liked is that if someone did not know something they would always take us to someone that did know the answer to the question we had. Heidi and I would like to personally thank the following people for always going above and beyond in helping us. Julie "Super Julie", Tara, George, Taryn, Peter, Angela, Laura, Dianna, Nat, Devin, Alexi, Charmain, Bill and Rosie. Thank you all so much for always looking after us so well. We have always really appreciated all of your time, effort and patience. Keep up the excellent work. Home Depot is really lucky to have such great staff like all of you working for them. We realize that Lyle no longer works at home depot but feel that it would not be right to not mention him in this review. From purely a customers view point Lyle was second to nobody when it came to customer service. We would hope that staff at the store that see this review and mention it to Lyle if they still have contact with him as he truly deserves to be recognized for how well he treated customers. Heidi and I wish all of you all the best in life and health and again thank you for all of your...