The Home Depot — Local services in Buffalo

The online ordering system is terrible. They tell me my order is ready and then when I get to the store, they only have part of my order filled. This has happened multiple times. This week, I ordered an online item that says there are two in the store and my order is not filled several days later. so I'm just going to drive over there and pick it myself off the shelf. During the last year, we've done lots of home renovations, and we've done a lot of shopping at this home Depot store. The staff has been overwhelmingly not helpful, the manager lady who we had to deal with was remarkably cranky, and we've just had problem after problem after problem. One time, I went to pick up a door and after I got it home realized that the sticker had the wrong size of the door on the box. In other words, the door inside was a different size than what the sticker said. So, I took it back to the store, and told the employee that there was a problem. In fact, I brought my measuring tape and measured all of the other doors that they had on display there and I told the man that they were all mislabeled. He said, I know, those labels are wrong. I'll help you get another door. I was stunned that he knew about the problem and they just left them on the shelf that way. Another time, we ordered lighting fixtures online for in-store pickup. They told us the order was ready. When I showed up to get the order, they said that three of our lighting fixtures were not available. I showed the woman that their website says there are multiple in store. She said that their inventory system is often not accurate. They sent a worker to go back and check for me. When the worker never returned back, in frustration, I just walked back to the lighting area and picked up the three lights that I needed right off the shelf and walked back to the front desk. The woman was very surprised. Another time, my girlfriend ordered a hard to find item from this particular home Depot store and she checked the box to have it delivered to her house in williamsville. There was an extra fee for this delivery but she was okay with that. Her order never arrived. When she called the store to ask what happened, the manager lady told her that this particular store uses a private delivery guy who decided that she lived too far and he didn't want to drive out there. So nobody ever contacted her, the order just never got delivered. And that was that. When my girlfriend called corporate to complain, corporate told her that each home Depot store is independently owned and run and that they could not do anything to help her. She had to complain to the store directly, which she had already done to no avail. I could go on and on and on about my frustrations. I chose to give them two stars because at the very least, you can walk in the store grab things off the shelf and check out with them. So it's good for that. But you never know what they're going to have. The staff is not at all helpful, and in fact, if I can be so bold, I think they can actually make things worse sometimes. I asked a guy in plumbing to help me get the fitting that I needed to do a job and he gave me a bunch of parts that seemed strange to me but I figured he knew what he was doing. I got home only to find out that he gave me the wrong size parts. I should have trusted my gut. And it's even the simple things, like when I was pushing a giant load down an aisle, the home Depot staff woman made eye contact with me and then just stood there blocking the entire aisle. I asked her to move so that I wouldn't hit her, and she told me that I could fit. She could have very easily just stepped forward one foot. She had a ton of room. But she just stood there blocking me in the aisle. I asked her again to please move and I was afraid I would hit her with the cart. Again she told me that I could fit behind her. She wasn't doing anything at the time. She was just looking at an item and typing a code into her little computer thing. This is just been my experience time and time...

5 Stars – John at Home Depot Changed My Whole Night (and Maybe My Life)

Growing up the daughter of a developer, then becoming a developer myself, and eventually marrying a general contractor… you could say Home Depot has always been part of the family. But somewhere along the way, the excitement of power tools and lumber aisles turned into more of a chore than a thrill. That is—until tonight.

After a day that absolutely wrecked me—thanks to the emotional fallout of a former friend betraying me—I asked my fiancé if we could go to Home Depot as a distraction. He needed things for work anyway, and to be honest, I just needed to be anywhere else. What I didn’t expect was to meet someone who would remind me that kindness still exists in the most unexpected places.

Enter John. Slightly older, with the warm energy of someone who’s seen a lot and still chooses to show up with a smile. He greeted us right away, even though it was 9:30pm and the store would be closing in 30 minutes. He took one look at me and—somehow—knew something was off. When he gently asked how I was doing, I surprised myself by opening up. Maybe it was the late hour, maybe it was the emotional overwhelm, or maybe it was the margarita I had at dinner… but I started to share.

John didn’t just nod or politely smile. He listened. He responded thoughtfully. He made me feel seen in a way that I truly needed tonight. When I joked about riding around in the cart while my fiancé pushed it like we were at Disneyland, he smiled and said he wouldn’t recommend it (for safety reasons), but “do what makes you happy.” So I did. And weirdly, that little ride—paired with John’s presence—turned my entire night around.

Sometimes, healing doesn’t come in the form of therapy or a grand gesture. Sometimes it comes in the form of a Home Depot employee named John, who treats you like a human when you’re feeling like a mess. This man clearly takes pride in his job and goes above and beyond for the customer experience.

Give this man a raise. Give him a trophy. Name a power drill after him. Whatever it takes to make sure John knows he’s appreciated—not just by Home Depot, but by the broken-hearted girl who left a little lighter than she came in.

Thank you, John. You reminded me that sometimes the smallest acts of humanity can make the...

Ordered a new appliance on 5/27/16 because delivery and installation can be arranged for 6/4/16. The company Home Depot contracts to do deliveries, Reliable Appliance, arrives but then say they cannot bring theappliance into the house because it is damaged. Several days pass and NO ONE contacts me. Finally, I call myself, and am told by Ken at Reliable Appliance that they think my new appliance will be in the warehouse by 6/10 but they will call to confirm delivery. I let them know right then that I will be out of town for the next week. On 6/11, I am 3 states away, and I receive a call from my son telling me they just arrived (no notice whatsoever) with the appliance, but AGAIN refused to deliver because they said gas line was not long enough (this is absolutely false). I immediately call and ask them to just drop off the appliance, never mind the installation. Nope, can't do that, they are out of the area (mind you this is 5 minutes after they have left my house). I say I am frustrated and am thinking about cancelling my order. Super helpful delivery contractor offers to mark my order, "delivery refused". Um... no, I never refused delivery, in spite of your inept service. I call Home Depot to cancel my order and am told my money should be refunded to my card within 48-72 hours. It's a Saturday, so I give it until Wednesday. No refund. I call again, they start the refund process over, asking repeatedly, "are you sure no appliance was delivered to you home?" Well, I've been going to the laundromat for 3 weeks, so yes, I'm 100% sure! I need my money back so I can order an appliance from a competent company. So far, I am being told it may be refunded by 6/20. Oddly, I remain skeptical, as not one thing has happened as promised with this order. At this point, my order is still marked as "being processed" although no one has attempted to further this processing along in any way. UPDATE: 6/20 - no refund or email. I call and speak with yet another customer service rep, who asks questions that had not previously been asked, and immediately sent email receipts for full refund. I will be ordering this and future large appliances...