The Home Depot — Local services in Brentwood

A Disastrous Experience: Home Depot's Truck Rental Reservation and Poor Customer Service! My recent encounter with Home Depot's truck rental service was nothing short of a nightmare. I had made a reservation for a rental truck to facilitate my move, and to secure the booking, I even paid a hefty $150 deposit well in advance. Little did I know that this decision would lead to a series of disappointments and an absolute lack of concern from Home Depot's customer service.

The night before my scheduled pick-up at 9 am on a Saturday, my already chaotic moving plans were thrown into disarray when I received an email at 9:02 pm from Home Depot, stating that my truck reservation had been canceled due to unavailability. The timing of this message was appalling and beyond inconvenient, leaving me with no time to find an alternative solution.

Desperate to resolve the issue, I immediately called Home Depot around 9:30 pm, hoping that someone could assist me in finding a solution. However, the person I spoke to at the front desk showed zero interest in my predicament. To make matters worse, he brushed off my concerns, claiming he didn't work for the tool and rental department and that they closed at 8 pm. This excuse was ironic, considering I received the cancellation email at 9:02 pm, one hour after they apparently closed.

With no help from the front desk, I insisted on speaking to a manager, believing that a higher authority might be able to rectify the situation. But, alas, I was met with yet another disappointment. The store manager expressed a vague sense of sympathy but offered no viable solutions or willingness to investigate further. Instead, I was met with a dismissive "sorry, nothing we can do," leaving me to deal with the consequences of their flawed reservation system on my own.

Home Depot's lackadaisical attitude towards my situation was appalling. Not only did they cancel my reservation at the eleventh hour, but they failed to provide any explanation as to why it happened or any alternative options. I was left scrambling to find an available truck on such short notice, turning a supposed joyous moving experience into a nightmarish ordeal filled with stress and inconvenience.

This entire experience has severely diminished my opinion of Home Depot's customer service. The complete lack of empathy and willingness to help from the front desk and the store manager is an indication of a larger issue with the company's values and priorities. It's disheartening to witness a once-respected brand neglecting its customers in this manner.

Home Depot should urgently address the flaws in their truck rental reservation system and prioritize customer support. They need to implement a more robust system that can handle reservations without last-minute cancellations, and they should provide better training and empower their staff to offer real solutions to customers facing such predicaments.

In conclusion, my experience with Home Depot's truck rental service and their appalling customer service was utterly disappointing. I strongly advise others to reconsider using their rental services until they take the necessary steps to fix their broken reservation process and restore the level of customer care they were...

Tom-- what are the people at #3002 doing? Up until last week, I'd rate your store above 5... No more, until your workers can regain my trust!

Trying to complete a project on Saturday, 6/20, I made 3 trips to purchase addition paver base and sand. On each visit I found the product was not easily available, but needed fork life assistance to retrieve product from a higher shelf. On each visit I gained the attention of an associate only to have him drop his eyes and turn to walk away. On two of those trips I persisted to chase the associate only to be told the associate would have to find someone to help me. Only once did Ian finally show up with Steve to be helpful.

Then on Saturday, 6/28, I called the CS number to simply reorder an additional 80 pieces of paver stone. The CSR answering the phone gave me the 'siiiiighhhhh' when I told what I needed. She said I'd have to come into the ProDesk to reorder. I went to find the ProDesk was closed and I would have to place my reorder at the Customer Service desk. Well guess who was the only person staffing that desk. Joia was friendly and apologized for my inconvenience in a friendly way, when another employee stopped her to give her a message about another customer's item. That conversation took 10 minutes, while I stood and waited. By then there were other customers behind me, and Joia spent time telling them she'd be with them as soon as she finished my order. So this staffer entered my order for 80 pieces of stone as 8 piece of stone, and I was elated but suprised to learn that my piece order would cost me $120.00. After I helped her understand her mistake, she returned to apologize again to the other folks who were waiting behind me.

After 30 minutes to place a simple reorder of merchandise, I was told my order would be delivered on Monday afternoon, because orders placed after 11:00 a.m. would be delivered next day p.m. It is 2 p.m. on Monday - no deliveries on Sunday - understood; when a worker calls me to say my order will be delivered on Tuesday because it is too late today. Well, I planned for- and needed - Monday afternoon delivery because I need to be out of town on Tuesday and cannot be present to receive delivery. Now my plans are changed to be present on Tuesday a.m.; and I really don't have the trust to believe this is going to happen.

I pledged to you personally that I would continue to shop at The Home Depot after Menards opens across the street. I have never been disappointed by any CSR at THD in the past, until last week. Have you received a directive from Atlanta to create an unsustainable store? That's what I'm seeing in the last two weeks -- lack of merchandise, staff reduction or loss of attitude, poor service.

I am not a contractor, so I don't bring you big bucks; yet I am a homeower who would like to remain loyal while I maintain and remodel my older home in the store's neighborhood. Please help me by stopping...

I know its Easter Sunday And I never do reviews but this was an unreal experience at the Home Depot tool rental center on Hanley in Brentwood. I rented a Aerator to do my lawn on Saturday around 3pm. They were packed that day and the associate was helpful showing me how to start the unit and assisted in loading it in my car.When I got the unit home it fired right up but the self propelling function was inoperable.I tried calling the store repeatedly and no answer, kept connecting to the front desk and was asked to call back? Very frustrated.I got my neighbor to assist loading back up for return before they closed to get another unit.Mind you, this thing is heavy and its bulky. When I returned they were awesome again, switched out the unit with another one and assisted with load up(this time he checked the self propel feature, all good).It was close to closing and I asked the associate about the 4 hour rental and he said no worries bring it back in the morning we open at 9am. On Sunday, I had to get help from my neighbor (again) and arrived to HD at 9:30. The same guy was a different person behind his protective mask, and his Co worker was worse. These guys held the line and stated that since I didn't arrive at exactly 9am they were going to charge me a late fee..and they did, pounding it down my throat. I was shocked and too sad to fight. They knew who I was and remembered me from the day before but refused to acknowledge my previous days aggravation with making 2 trips and breaking my back ...Did'nt want to hear about it ... Didn't Care ... Absolutely no compassion whatsoever. I pleaded with these guys for some sensibility and deserved recognition to my situation. The only response I received was " The computer dictates these charges, we have nothing to do with it, you were late." I guess the "We're in this together" Covid Campaign doesn't exist at the Home Depot Rental Center. I let the store Manger know what happened, she was very nice and understanding. Don't think I can step foot...