The Home Depot — Local services in Concord

Terrible Customer Service! Just the Facts (verifiable) - Tried to return a sealed Wyze-Cam camera purchased with a lost receipt and was required to provide CDL to run on HD system. Told that return was denied because I was flagged as potential for fraud or had returned excessive items. Considering I made 26 purchases totaling $5459 since 1/25/24 and returned 4 items totaling $45, I strongly debated with the Return CSR and asked to speak to a store manager because the CSR indicated another denial reason could be it was an electronic device. Store manager / supervisor Jessica, working 6/13/24 ~345 pm PDT, initially supported the CSR, then made an effort to provide an in-store refund at the lowest advertised price but then rescinded offer, suggesting I should not take the offer because of our debate.

Other non-verifiable facts (unless there was camera surveillance as Jessica purported). I told the CSR I thought based on spend to return ratio, I should not be flagged/denied. She responded with a trained statement to the effect, "Home Depot" policy is the same for customers and contractors for which contractors have massive spend. The last part of this statement (felt like she was minimalizing my customer loyalty). This is why I asked for a manager. While debating with the Jessica, I said out loud that I was starting to feel like I was being profiled because I was a minority and not dressed well. At this point, Jessica said that both her and the CSR were also a minority (female) and suggested I take the item back. I concurred and indicated I would be posting a review.

I suggest the local Home Depot look at the cameras and determine whether the actions by the CSR and/or the manager were warranted and provide feedback. I also scoured the HD refund policy, which indicated, "The Home Depot uses a third-party refund verification system. All returns are subject to verification system approval."

Readers of this review, I have opened a request at the Home Depot Corporate level to ascertain what information is recorded in 3rd party systems to flag someone as a fraud potential so that I am ensured that California Data Privacy laws and any consumer protection regulations are not...

I went to home depot Emeryville yesterday evening. Website said they had nine of what I needed in stock, I got there and found the two items on my list that I desired but couldn't find the item I went there for, I walked around, I asked associate one, I don't know where that would be, i asked associate two who directed me back to the tool coral that I had already searched but I searched again, I asked associate three who walked around with me because he couldn't get online because his phone froze to find out its location, he said it is typical there, we walked and couldn't locate item, I went to customer service and asked a lady on computer and she directed me to stand in line behind the people returning items, I went to a agent on another computer that told me to go talk to a tool coral person who was standing at the register isle, I went to him but he wasn't tool coral and clueless, i went back to customer service and waited in line and asked the guy to look it up, he didn't but just said we are out of that item and I said my phone says you have nine here and showed him the item and said can you please look it up(I have been in the store for 45 minutes at this point) he would not look it up and directed me back to the tool coral.. I tossed the two items I desired in the air and walked out.. That all said I needed the item for todays work so I drove to Home Depot Concord, I walked in and started to walk toward the tool coral and saw a guy in a grey shirt with an HD logo on it, I said excuse me sir can you help my locate this item and he said yes follow me we passed through the tool coral and he said that thing is always in my way of stocking, we passed two similar items so I knew I was OK we went into another isle by the nails and screws and he said now I am worried as I had been telling him about my nightmare at Emeryville we started down a fourth isle and he stopped and said sir I don't know what to say but I can't help anymore because my boss sent me on to do other project and a customer would be waiting and I said No worries the item is hanging right over your head. He laughed I laughed and I was paying and on my way home.. Hell no to Emeryville and Oh...

Me and my husband were at the check out counted and tried using a Lowes' movers coupon of 10% and the Chino the cashier Calle for the manger several times and n one was answering the call. Finally Oscar "the manager" answered the call and stated the problem the computer only calculated $17.00 discount. When we were suppose to get $49.70 discount as we almost spent $500.00. I told the cashier that I oiled like t talk to another manager Sabrina and was told that she was at lunch. When she finally got off lunch both Sabrina and Oscar finally decided to get to the checkout counter where we were located and talk to us face to face and told us that we were "LUCKY" that the could only offer me a $25.00 discount. After waiting for over an hour to get checked out I finally said that was fine as we were also waiting for the forklift to the Sheetrock in the truck. Finally my husband loaded it up by himself as the person who was outside the roll up door was suppose to load the truck, but he did not have any experience doing the job or muscles to even lift one sheet of Sheetrock. This has been the worse expince we have experienced specially since the store was not busy and had to wait too long for assistance as well as having "managers" that did not hav the possibility to override the computer system and NO customer service. One thing I am happy was with customer service. The Lady who helped me out was able to return som items with only my credit card. I explained the prior nights issue and she was surprised of what had taken place. According t her Home Depot does accept the competitor coupon. My suggestion to this HomeDepot is to get training to the managers as I assume that the company wants to keep...