The Home Depot — Local services in Barnstable

Ordered a 14” ryobi gas chainsaw and it was an absolute disaster of an experience. The initial ordering and pickup procedures went smoothly. However the saw I received was in terrible condition. It was clearly a damaged returned item as it had previously been opened, it was missing all the accessories, both fill caps and all pertinent paperwork, instead there was an electric trimmer manual and a folded up Home Depot planogram inside. I had placed the order curbside as I had tested positive for COVID and was symptom free but only 4 days into my quarantine. I called the store and spoke to a very inconsistent, uninformed and otherwise unreliable customer service rep who initially refused to assist with the situation and stated that if I had covid I would have to wait 5 days to do anything. As I was at the job site and desperately needed to get the saw to finish this was unacceptable considering I had picked it up just fine 30min prior. I proceeded to pry as to how I could get the saw exchanged and eventually after being let on hold for 5minutes I was told I would be helped by the manager via curbside which I was more than happy to do. I then asked if they had a replacement available and was transferred over to a gentleman who was supposed to be the “power tool guy” I told him I had purchased a 14” ryobi gas chainsaw and needed a replacement. The gentleman left me on hold for a few minutes and came back and asked for the brand again. When I restated ryobi, he staunchly proclaimed that ryobi didn’t make any gas powered chainsaws and became rather rude in tone, when I stated that I was looking at the box and read word for word the model size and model number I was put on hold again. This time they existed and he asked if it was 14 or 16 inch bar. I answered 14 and he responded that he had plenty of them. Why I received such a poor quality item if there was excess stock in first quality condition is another mystery. When I asked him if he could let the customer service rep know as I was going to come down to exchange he told me to come inside and explain it myself, I stated that I was going to have to do a curbside service he became rude and agitated again and told me to come inside and explain my situation. As I was growing more and more frustrated with the situation I asked to just speak to the customer service rep again who expressed that I could come down and call when I was at curbside pickup. 20mins back to the location and as I park and call in to inform them of my arrival and pickup spot I was greeted by the customer service representative who initially assisted me. When I said that I was in spot one for the exchange and had already removed the item from my car and placed it on my hood, she stated that no one in the store was Covid protected and that I was going to be unable to do the exchange today. Confused I asked if I was still going to get the new saw still as I had driven all the way back specifically because I was told that they were going to be able to help me curbside. The CSR stated that I would have to hold but then hung up on me. Furious now I called and spoke to a manager named Matt. Matt was super helpful and said he was aware of the situation and would be right out to assist. He came out and grabbed the defective saw. Minutes later he returned with a brand new saw in much better condition and loaded it in the back of my vehicle for me. He apologized for the inconvenience and reassured me that the unit I had received was truly damaged and not functioning and should have never left the store. This sole interaction saved me from just returning everything in its entirety and going to tractor supply or ace. Severely disappointed and will not order for in store pick up from this...

I stopped into Home Depot a few days ago as I often do looking for Alex in deliveries. I was shocked to hear that he had been terminated. No matter what project I’m working on I’ve looked to him for advice. According to his co-workers, he has been the most incredibly helpful employee in your facility given his vast knowledge of most departments as well as his professional, courteous, and above all truly helpful demeanor. After many visits to the store and being helped by Alex, I asked him about some of his accomplishments at the store.

He’s received many badges for customer service and safety, he had a spotless attendance record and I’ve learned he was on the store safety committee briefly, and made himself available for overtime when asked.

In his department, he was trained, but was accomplishing his daily assignments with little assistance on some big orders. While he made mistakes, as we all do no matter where we work, he was given some feedback on his performance and tended to get overwhelmed by the lack of help during some large tasks as his co-workers and supervisor have noticed. In addition, there were also calls from other departments, such as Customer Service, requesting his assistance while he was trying to accomplish his assignments even though his supervisor stressed to the employees at the service desk ad-nauseam to let him and whoever opened that day along with him maintain their crucial tasks. I believe this had a negative effect on the performance of his work. From what I understand this resulted in some delivery issues and such occurrences resulted in discussions between management, himself, and his supervisor. All of this ended in a final notice for performance.

I’m aware that he had been requesting help to change departments where his skills were a better match because he recognized that he was overwhelmed. He also explored a transfer to the Wareham location to a department more suited to his abilities, but these requests were denied because he was told that this was not viable because he was put on final notice for performance. I know he does not think he was given a fair chance as his manager and supervisor knew of his difficulties and did not take that into consideration before terminating him, especially after all he has done for the company for four years. I am also aware his co-workers said he was always reliable, punctual, and counted on as a team player. I feel his performance was being compared to Associates whose jobs do not have the same difficulties as his and he has had to work twice as hard to account for it.

Please see that he is reinstated. Alex is one of the most courteous, professional, and knowledgeable associates I have ever encountered at any Home Depot and I have shopped at many of them over the years. Thank you so much for taking the time to read this. I know it’s very long but I feel it’s very necessary. Thanks...

My family and i have had Home Depot do two things in our house the first was flooring and we had one cancellation before we could get our new floors in and then also had to call them back because they put the tack strip in in such a way so that it was sticking through the carpet and stabbing us in the feet. so we had to call them back for that and the fact that they had left threads from the carpet sticking up at the seams. and then recently we had bought a washing machine and dryer from them and it took them a month to deliver them, so that was a month without a washer and dryer, and then when they delivered them they installed them, which is just plugging in the dryer and plugging in the washer and screwing the hoses into the pipes, and somehow they messed up our hot water and we have been calling them for a month now since they installed the washer and dryer telling them we have had no hot water since they installed the machines a month ago. and about two weeks ago they told us a day and a time period where they were coming to fix this hot water problem. when that day came and the time period came we called to make sure they were coming because we hadn't heard from them to say they were coming, and when they answered, we were told they were not coming that day. and then about 4 days ago we were still calling every day to complain and they finally said they had an opening today, June 2nd 2020, we were not given a time period this time. Today comes around and we haven't heard from them so we call again, and guess what, they are not coming today either, that is two times now we have been told they were coming to fix our hot water problem and neither time they came, they didn't even call and cancel they just didn't come. now we are going on two months with absolutely no hot water in our house, and two months of being lied to about them coming to repair they botched job of screwing in some hoses for a washing machine. and we know its not the washing machine taking to much water because its the same size as the previous one we had and we never had problems with that one until it...