The Home Depot — Local services in Balch Springs

Bought an AC window unit as my AC just broke and didn't realize that the box had been open and torn. When I finally got the chance to go install it I found that the product in the box was NOT what I had purchased. I took it back up to the store and after the 2 ladies (Les and Marie) finished soaking to each other in Spanish so I couldn't understand what they were saying, they said they had to investigate but that lp was at lunch. They said they would call me back that day or the next but nothing. Start calling and no one knows anything, finally speak to manager Justin and tell him what's going on and he said it's fine to just bring it back up to return it. Get to the store and he changes his story saying that he investigated and that he has to have lp check it first then he can work with me. I explained to him that the only reason I bought it is because my AC broke and I have kids and I don't have money to buy another while I wait on their investigation. He didn't care and wouldn't even exchange it. I told him that I wasn't trying to be difficult or angry but he has to see it from my point of view that he would be pretty angry too if he got stuck with a product like that and had been screwed to which he replied "so you say". I personally have decades of customer service experience and can tell you that 1, the customer is always right, 2 you NEVER say anything like "so you say" even if you don't believe them, they spent their money at your store and your going to practically call them a liar to their face? That's unacceptable, what's worse is he kept making excuses for the lack of communication between management and us. He said things like lp is entitled to a day off and I'm entitled to a day off and I have a million things to tend to, an AC issue is the least of my concern. He offered me another at a discount after I've told him that I don't have the money to buy another, that I spent my paycheck on the one I was screwed on. He told me that he doesn't understand how that happened (if I'm telling the truth) that normally when an AC unit is returned, they send it back and don't put it back in the shelf. I told him well I don't know who screwed up but that someone did and because of that I've been screwed out of my money, he didn't care just kept saying he needed to have lp check the cameras. After getting the run around for 4 days and getting hung up on several times I was finally able to get ahold of Justin who said in a disappointed voice that lp had indeed seen the box had been previously opened and that I could finally return the unit without so much as an apology for calling me a liar. This store has just been getting worse and worse and I'm just not going to deal with them anymore, I'll drive 20 minutes to the one in mesquite if I have to. I was practically called a liar on this visit and on one of my wife's previous visits when she had some wood cut she was called a liar by the employee on which wood it was and how many pieces she had gotten when checking out. I called and complained to a manager there who scolded the cashier and investigated to find out my wife had been telling the truth and just gave her everything for free after she got back to the store. The outcome of that visit wasn't bad but we should've learned from that visit to...

We had a terrible experience today at Home Depot, particularly Home Depot #0555 in Balch Springs, Texas.

I was looking to buy the Ryobi 40V 10 in. Cordless Battery Pole Saw with 2.0 Ah Battery and Charger kit for $229. I first looked in the Mesquite Home Depot #6537 where the store associate said they showed 2 in inventory but he assumed 1 was the display item. He could not find the other one so he called the Balch Springs store where it showed they had 10 in inventory. My wife and I went there later in the day and I asked for the item. A very young associate, in the garden department, proceeded to look for it and started to compile the pole saw (tool), battery, and charger separately. I indicated to her earlier that I wanted the whole kit as it wouldn't make sense to buy each piece separately. But when we went to pay it at the register, it totaled more than $500. I pointed out the problem to the cashier so she paged for someone from the garden department. Then a different associate from the garden department and the manager showed up so I explained that I wanted to buy the kit, as advertised. They verified the price and their inventory showed they had some but it was 'limited'(?). The other associate and I went back to garden department and searched for another 20-25 minutes but couldn't find it. I offered to pay the $229 for the individual items that make up the kit but she said the manager would have to approve it. We went back to the register and called the manager. But the manager said she would only approve a $100 discount. This was very disappointing, and frankly upsetting, because I spent 60+ minutes searching at two Home Depot stores looking for an item that showed up in their inventory. Not to mention that we wasted another 15+ minutes trying to get someone to help us look for a standard, black, galvanized mailbox in aisle #14. We had a different cashier page for help at least three times. When the associate finally came over, I pointed out that the ones I wanted to look at were on the very top shelf behind some 'netting'. He said he would have to get someone else to come with a key to unlock the netting at which time we gave up and determined it wasn't worth the hassle.

Except for the one (older) associate at #0555 who went out of her way to search for the pole saw (which I appreciated), the rest of the customer service and inventory experience was miserable. A number of the associates, particularly the younger ones, seemed disinterested (busy chatting with coworkers, etc.) and expended minimal effort to resolve the issue. We felt like we wasted our time. After many years of shopping at Home Depot, and many home improvement projects, this experience was the worst and it was disappointing. Honestly, it 'left a bad taste in our mouths'. We will be taking our business elsewhere and warning our friends of this experience so they can avoid...

This was going to be A One Star but because of Kathy it became a 5 stars review…… Way to go Kathy !!!!!! This is what happen when you go the extra mile for a customer!!!!! This is what happen that almost made it a 1 star review before I interacted with Kathy , on 8-1-23 , I went to the returns department stood in line and watched the customer line decrease very very slow. I happen to see that there were only 3 cashiers working . I quickly noticed there was an employee going super, super slow 😱😱and was wearing sun shades . The other 2 cashiers had already help about 10 to 8 customers to his 1st customer that he so happen to have when I first got in line at the return department. This would have had been A 1 star review but because the super stars Kathy and Ray it because A 5 star review!!!!! When it was my turn to go to the cashier at the return department I got a very beautiful and Very sweet lady by the name Kathy she was very professional and gave me outstanding customer service. I happen to ask her what was the cashier’s name that was wearing the sun shades. She politely answered Charles. Also after walking around the store I so happen to bump into Mrs Kathy on her way towards going to her lunch break. God bless Mrs Kathy she even lead me to were I wanted to go and even took the time to show me how to make a key and Mr Ray help as will. I hope Home Depot will realize what kind of employees they have working for them they have very dad employees that are just there for pay checks and nothing else and they also have the most wonderful ones that care about people and the go well beyond 110% for there customer like Kathy and Ray. These to 2 employees changed my mind about coming back to this Home Depot again …… Please award 🥉 the Great employees ( Kathy & Ray )...