The Home Depot — Local services in Eden Prairie

When I was growing up, my dad loved taking me to Home Depot. He told me that not only did they have everything you need for fixing things up, but you always left having learned something new. He told me the story of how big of a mistake it was when HD brought in a new CEO who blanket fired the majority of staff that worked on the floors in order to lower costs. I didn’t understand what he meant, so he took me in and told me to ask anyone a question about anything, and they’ll help you figure it out-even if they don’t know!

The first couple times I visited the EP Home Depot, this was most definitely the case. Team members like Luke and Teal are total rockstars- they put the customer first no matter what, and if they didn’t know the answer, they found an expert in the store who did. One time, we even went online and did research together. I was so impressed that I asked to speak with the manager to tell her the story of her all star team.

Unfortunately, the last few trips to the EP Home Depot have not been the same. I recently purchased a hammer drill, and had a question on the speed settings that I couldn’t figure out. I walked into the store and asked to speak with an expert in power tools. A staff member approached me and asked what I needed help with. After relaying my question, the staff member looked at me skeptically and asked “is this a test?” I was a bit confused so I asked what she meant.

“Do you work for Home Depot or a competitor, and is this some kind of test?”

“No. I just purchased a drill and I’m about to do a project in my garage and want to make sure I’m using my drill properly.”

I understand that at times I can come across as intense, so apologized for startling her, and explained that the reason I come into Home Depot is because I am not an expert, but I trust the HD team. Isn’t that why customers make Home Depot their first stop?

“I guess you could do that if you want,” was the reply.

Fortunately, a self-described “former auto guy” saw that I was struggling and came over to explain the different settings on my drill. I ended up purchasing a driver and some new batteries, as Teal told me I could build my garage storage with a hammer drill alone, but the drill-driver pair would make my life a heck of a lot easier. He said if I didn’t agree to bring it right back.

I finished my garage project, and came back to find Teal because I was installing a new microwave. I was able to uninstall the old one, but there was some leftover steel hardware that was hindering the new installation.

I walked in with a picture of the microwave area, highlighting the exposed hardware, as well as measurements and a few questions regarding the best way to remove the stripped out bolts and screws.

Teal, unfortunately, wasn’t there. I asked for an expert in hardware removal, and the same staff member I encountered a while back approached me. I explained the situation and asked her opinion. I was met with the same question: “Is this some kind of test?”

Confused and a bit shocked, I explained that no, this was not a test, I was just looking for some advice from experts- that’s why I go to Home Depot.

“Your questions are too specific, are you sure you don’t work for a competitor or something?”

Sensing that this was going to turn into an issue-something I really didn’t want to experience on a weekend, I pulled out a business card from my wallet as “proof” that I was not testing her.

She told me she didn’t really know the answer, but brought me over to the hardware aisle and pointed to a package that would help with stripped screws. I thanked her, and asked how to use it. “I don’t know. Read the directions.”

I thanked her again and to be honest, wasn’t sure what to do. At this point I’m guessing hardware may not have been her area of expertise, but I’m sure she was an expert in another area of home improvement.

A different manager was on duty that day. He listened to my experience and shrugged. “Well, she’s been with the company for about 12 years now.”

...but I’m a loyal...

Posting the entire content of an email I wrote to Crew2, the Home Depot contractor for flooring installation below. I have spoken to two different managers and the sales consultant in flooring about these issues to no avail. DO NOT get flooring installed through Home Depot unless you want to run the risk of the issues we encountered. While no job will always go as planned, the complete lack of response and follow-through to resolve is wholly unacceptable after spending over $5k. I should further note that nearly every transition now has tack strip nails sticking up through the carpet & our family has to avoid the transitions unless they want to be stuck in the foot with nails.

Reply to Crew2's request for feedback, sent on July 29th, 2021:

"The number in this email is incorrect--it goes to a plumbing company. I am writing to you about the horrible experience we had last Friday with Crew2 and Home Depot. The issues were as follows:

-Installers arrived at 11:30a, did not have masks nor did they want to wear them. -We provided cloth masks from our own supply, they wore them under their nose, or removed them altogether during the job, then proceeded to take the masks with them when they left. -A transition piece between our carpet and Home Depot LVT was refused installation. Home Depot said this was their mistake, but the problems continued. -Overall, the installers wouldn't speak to me during the job and had a very poor, dismissive attitude despite staying out of the floor where they needed to work and offering them bottled water. -At 4:00p, I asked how much additional time they needed to finish the job, as I had to leave home at 5:15 for a prior commitment. They told me 3-4 more hours meaning that they would be leaving my home between 8-9p at night. I contacted Home Depot as I couldn't stay, wasn't informed that an install would go beyond normal business hours, and I didn't feel comfortable leaving strangers in our home. Home Depot couldn't contact anyone with Crew2 to resolve, so I reluctantly left them at our home because our entire lower level was uninhabitable unless the job was done. I told them they could exit through the side door of our garage when they were done so the house would be secure. -I got home just before 9pm. Our home was left unlocked. Furniture was not moved back. Black handprints were all over our walls. Debris and trash was left behind. Rooms that were not part of the job, one that contained our files with sensitive financial and personal information had been gone into, furniture, workout equipment, and files had been moved in those rooms. -At the bottom of our stairs the landing was laid in the opposite direction of the rest of the pattern coming down the stairs and on the lower level. -In the one bedroom on our main floor the nails from the tack strip stick up through the carpet where it transitions to the bathroom and hallway tile. I have contacted Home Depot about all of the above issues and they have been generally dismissive of most of our concerns. I am not expecting a different response from you, but I am hoping you will take this seriously. This was the worst experience we have ever had with Home Depot or Crew2 and I would hope that this isn't what either of you want for...

I just had the worst customer experience I have ever had at the EP Home Depot on Valley View. The woman with the dark hair sitting at the desk in the Door dept (Sept 8th at 12:30 pm) was absolutely worthless and had the worst attitude. I brought in our old rubber door sweep and needed to get a replacement for it. I looked and they didn't have the same type as our old one, but I wanted to know if another type would work for our door, plus they were 1 1/2 to 2 inches longer than our old one and I wasn't sure if they could be cut or not. From the get go when I asked her for help, she reluctantly stood up, and RELUCTANTLY said, "Well what do you need help with?" I said the door sweeps and her response was, "All I can do is show you where they are." I told her I knew where they were, but had a question about them. She then said "All I can do is show you where they are." So then I asked if she could get someone who could help me and she FINALLY said, "Well what is your question?" So then I explained it to her and she said. "I don't know." and that was that. Then I again asked if someone else might know, (in other words lady, go ask one of your fellow employees so you can get the customer some help.) And she again was reluctant, at this point I got mad and walked away. I went up to the front of the store, and a man employee named "Tripp" was more than happy to help me and it wasn't even his dept. He answered my questions and most importantly, was WILLING to TRY and get me some help.

I'm not upset she didn't have the answer, I am upset on her UNwillingness to help, her attitude about getting the answer or even trying. I can't imagine any value in having an employee like this. If she just wants to sit and surf the net at the desk, then why doesn't she quit this job and just go home! We have spent thousands of dollars in this store the last 5 years during our remodeling and honestly this was enough to make me switch to Menards. Thank you Tripp for helping me, because of you, it saved me from complaining to the manager at...