The Home Depot — Local services in Auburn

Probably the last time I buy Home Depots “Rigid” brand of power tools. I purchased a Rigid quarter sheet sander Model R2501 from the Home Depot in Auburn Sept. 2015. I registered it within 90 days and received confirmation that I had a lifetime Service agreement/warranty. I recently had three problems with it: 1) it began twisting to the right while sanding to the point that I had to forcibly turn it to the left to sand, 2) it produced heavy vibration and chattered while sanding, and 3) the sand paper retainer spring failed to hold the sand paper to the pad. After calling the warranty phone number on the manual, I was told that I could take it to a Home Depot that had a Rental Dept and they could repair it under warranty or send it to a service center. The Auburn Home Depot has a Rental Dept. I was also told that I could take it to the nearest non Home Depot service center “Valley Tool” in Sacramento. I opted for the Auburn Home Depot. I took the sander in to the Rental Service counter and asked about the process for Lifetime warranty repair. I was told that I would have to pay $18.95 “UP FRONT” to have a service technician look at my sander and determine if it was a warranty repair or not. If it was, then the $18.95 would be refunded! What?! You’re going to charge me $18.95 to look at my sander, and then charge me if you “say” it’s not a warranty repair?! I was then “grilled” by another service person about what I was using the sander for and the coarseness of grit I was using. When I told him I had used a variety of grits from 60 up to 150, he told me that I was using too coarse a grit for a finishing sander and implied that could be the problem and that the warranty might not apply. I told him that the manual said nothing about restricting the sanders use a specific coarseness of grit to which he responded that as a lifelong wood worker he knew that I shouldn’t be using 60 grit with the sander. Really? I also told him that I had been using the sander to finish off a portion of a deck like rails and spindles to which he replied that it wasn’t made for that. The Home Depot employee was highly confrontation about my use of the sander, and continued to imply that my improper use might void the warranty. I got the distinct feeling that I was being dissuaded from utilizing the warranty repair process, and in fact I did not leave the sander with Home Depot.

Afterwards, I called Valley Tool in Sacramento, and explained the situation. The store representative promptly said if you have a lifetime service agreement just bring it in no charge. They’ll look at it, and determine if it’s a warranty repair. If it is they’ll fix it. Easy. That’s how Home Depot should be! Why would Home Depot chase customers away from their tools or their store with really bad customer service?! I can see why more and more people are recommending and going to the smaller mom and pop hardware stores. They actually seem to still believe in treating their customers with respect.

Update 5/2/16 - After reading my complaint sent in to the Home Depot Complaint Dept. Jason, a store manager from the Auburn Home Depot called and expressed his concern regarding my experience. He explained that he had talked to the employees involved and assured me that this wasn't the way a Rigid Lifetime Warranty should have been handled. He said he had counseled the employees about the appropriate way to handle this type of warranty claim in the future, and resolved my complaint to my...

Two Stars for customer service. It's really hard to find employee's that will actually help you with your needs, and show you where to find the product you want to buy. This is a find it yourself dog eat dog environment. The Staff is always right and the customer is always wrong mentality. The young employee's especially could care less that you need assistance (They act like your invisible), and when you do try to get their attention they have that look "do I really have to help this person." Even when your noticed it's like pulling teeth with most of these individuals. I really have to say there are some golden gems among the staff, but they are far from the majority. I was trying to get marine plywood, and then the guy flat out said, "we do not carry it in an unfriendly way." It looked like he was more into his smart phone then doing real work. Then I said I've been told by others that this place does. Then he said, "we can order it." He did not mention that at all until I questioned his response. So I said," Okay how can I order it." Employee said,"What kind of Marine plywood," I told him,"I do not know, what are my options?" (I'm not an expert I came to this store hoping that I would be talking to experts). He then said," You need to go online and find out." Wait to so a place that sells building materials, and constantly harps about how their staff, are experts, just told me to figure it out myself. This was very frustrating. I ended up smiling and saying okay thank you. I realized from that point on that, the majority of the people in this Home Depot are going to do their best to not help. I would never ask someone to do what I couldn't do myself, and that is to help someone when they are need of your expertise; if they don't know then please say so, but don't act like you know everything and everyone around you is suppose to be worthy of your presence. Moral of the story find a place that will respect your business and will give you guidance on your matter. Thank you...

Generally, the staff seems to be able to tell you where most things are. NEVER has anyone ever walked me to an item, just letting me know the aisle number, which I don't mind b/c I've never been sent the wrong direction. So I rate this as "FAIR" service. The paint department is actually great. Staff there is enthusiastic, helpful, knowledgeable, and pretty fast! And the check-out girls are fast, friendly, they smile, and are just great and enjoy themselves! And they obviously know their job! The "POOR" areas are lighting and the Customer Service desk... First, there is usually so much junk piled around the counter that I can't actually walk up to it. Second, these people are ussualy engaged amongst themselves and will allow you to stand there until they decide to acknowledge you. Third, most always are sitting on stools, which I don't see any other staff sitting around while dealing with customers. Fourth, evertime I've needed assistance I'm met with a flat affect, like I'm interrupting their sitting/talking time, and seem put-upon that I even approached the desk! What else are they there for? Why is there a huge sign above that says Customer Service? Maybe everyone of them should be given a different position b/c they certainly are not doing that job very good! And the lighting department.... NEVER have I ever found staff there. I've always had to ask at the service desk to get somebody over there to help. I'm forever approached by other customers looking for help! The area is not kept very clean, with opened packaging taped up on shelves for re-sell, obviously returns from customers that purchased the wrong item b/c nobody there to help them in the first place! So let's see, the service desk and lighting areas are usually in disarray with staff that is generally not-interested.... this is a no-brainer, clean it up and get rid of the...