The Home Depot — Local services in Danbury

I was at CT Danbury HomeDepot to buy some garden materials. They made a mistake and overcharged me more than $800 on my credit card. I went there so many times (weekends, after work time, work time) to solve this issues. I was told the refund had been processed (it showed it was refunded on 10/04/2021 on the HomeDepot computer record) and I should get the credit between three and seven days. However, I didn't get the credit within the promised time frame. That's why I had to keep going there to speak with customer service representatives. On 10/18/2021, I went there again (actually between 10/04/2021 and 10/18/2021, I already went there many times), the customer service guy told me the manager was not at the store and he left a note and promised me someone will call me the next day morning to help solve the issue. On 10/19/2021, I waited till almost noon but nobody called me. So I called the store, a lady picked up my call and told me that my refund request had been forwarded to the store bookkeeper by the manager. When I asked if I could talk to the manager, I was told the manager was not at the store. Then I asked if I could talk to the bookkeeper, I was told the bookkeeper was not at the store either. Then I asked if I could talk to someone, she said she will try and put me on hold. After being on hold and listening to the music for almost 40-50 minutes on the phone, I got no customer service's greeting anymore. I was very upset so I hang up the phone and drove to the Danbury HomeDepot directly. I saw the guy who left the note for me and he caught the manager who just passed by. This time, the manager stayed in front of the computer, made some phone calls, worked for almost 20-30 minutes and gave me the credit back to my credit card (by the way, it is still in process and not back into my credit card at the time I am writing this story. this may take some time, I fully understand). After that, I complained to her (the manager) how I was treated on the phone and I didn't believe there was no manager, no bookkeeper working onsite for such a big store. She said she was one of the four associate managers at the store. She asked me who talked with me on the phone and I said I don't know because I didn't ask the customer service representative's name. Then she said it was my fault because I should ask the representative's name at the very beginning. When I asked why my refund had not been taken care of for such a long time, she said it was taken care of and processed, but the refund went to someone else's credit card not mine. However, I don't believe her explanation based on the answers I got from the customer service each time. Then, I asked for some compensation because I spent too much time and made so many trips to the store for this. We had argument and disagreement regarding how much I should be compensated. She then left a note on the computer about this and promised me that the Danbury HomeDepot manager Scott will call me tomorrow (10/20/2021) because he works from 6 am to 5 pm on 10/20/2021. I said fine then I left. Now it is 10:45 pm 10/20/2021. I didn't receive any phone call from the Danbury HomeDepot. I feel very disappointed for the ways they handle the issue and treat the customer(s). If tomorrow I still do not receive any phone calls from the manager, I will file a complaint to the HomeDepot...

Below is my review from 5 years ago. It WAS 5 stars. Not any more. What a difference 5 years can make. This location has been steadily slipping and slipping from excellence right through mediocrity to downright incompetence and indifference. Departments are staffed by too many workers who have no knowledge of the products or services that the store provides. While some rare workers still TRY to be helpful, the majority are much too quick to make themselves scarce whenever a customer needs assistance. To those of you workers who try your best, thank you. To the rest of you, I find you to be lazy, indifferent uncaring and useless. You should be ashamed. The phone calls to the store (if they are answered at all) are answered by people who do NOT have any answers to even the simplest questions. SOME of the people who answer are very polite and courteous but they still KNOW NOTHING. I do not fault the person answering the phone. They obviously have NOT BEEN TRAINED. it is apparently MANAGEMENT that is FALLING DOWN ON THE JOB. You may choose to blame covid or blame laziness or blame the school system or blame excessive immigration or whatever whipping boy of the moment you care to choose, but what it comes down to is that there is NO COMPETENT HELP at Home Depot and it STINKS FROM THE HEAD DOWN.

This place has to shape up.

(5 YEARS AGO) Just about everyone is familiar with Home Depot. While the Danbury/Brookfield store on Federal Rd. fits the general mold of HD, it is among the better stores that I have visited. If you have used HD in different locations you will know that there are differences between stores. Based on having shopped at dozens of Home Depot locations in several states, I must rank this store among the better ones. The relative positive position is due, primarily, to the attention and service at the management level. They usually pay attention patiently to customer concerns and for the most part seem interested in solving problems and maintaining customer satisfaction. Just as in all HD stores, the stock clerks and aisle personnel vary greatly in quality and helpfulness. Some can't do enough for you and some kinda fade away. At this store, however, there seems to be an underlying effort to see that the "team members" pay attention to customers and try to be helpful Overall I am usually pleased with the service here. While not perfect (who of us is?) this store makes a fairly decent attempt to do a really good job. One of my favorite HD stores. I would usually give nomore than four stars to any Home Depot, but this location gets the fifth star for extra effort.

(3 YEARS AGO) PS I recently bought a new BBQ grill and had it assembled at the Federal Rd Store. The assemblers were courteous and very fast. They did a real nice job. After a few weeks I found that some parts had come loose. A simple call to the store and a crew was sent out the next day to tighten up what had to be tightened. Courteous and efficient, Doug and Paul fixed the problem with a smile. Thank you for...

I visited this store to purchase some bird food, a new squirrel resistant bird feeder and some ears of corn for the squirrels. I had a very negative experience.

I was shocked at how filthy the bird section is. I do mean FILTHY. I had to climb the shelf to reach way in the back to find one that was not filthy. I paid $2 more for the dirty bag of corn than I do at ACE hardware in Bethel. And the bird feeder that supposedly has a locking top to keep squirrels out, is a complete failure. Squirrels have knocked it over and pulled the top off everytime I have tried to use it, eating even the squirrel resistant food with Cajun pepper in it (which they did not have at this store so I ended up having to go to ACE anyway.) I let the guy at the checkout know how dirty the products on the shelf were and he said, "yeah that's because there are birds out there who get it dirty." I said , yeah but you can't just let it build up and never clean it....you are ruining your inventory and it could spread actual diseases!" He just shrugged. Absolutely unacceptable. I don't blame the birds, it is the staff not caring enough to clean up the shelves.

Also, next to the dirty shelf was a wagon with 2 water bottles in it, one was half full and the other had a little bit of water and a used cigarette butt inside. Disgusting and again, unacceptable!

Then outside in the parking lot, the wagon carral was overfilled with wagons that clearly the employees are not bringing back inside, this is a liability for Home Dept bc those wagons will hit people's cars if they roll away.

And finally, visible to anyone who pulls into Home Depot parking lot, are an array of dying plants that are still for sale at full price! Very clearly neglected by employees and dying.

I don't know if they are low on staff or the staff is just lazy, but I will never return...