The Home Depot — Local services in Euless

My husband, baby and I went to Home Depot between 8:30 - 9:30 am. We needed a new toilet and we took our baby for the first time out, we thought the lights would stimulate him and just felt great doing family stuff. So we're in the toilet area an employee by the name of Tom or Tim it was written on his apron stood from a distance watching us the entire time. My husband and I were discussing options and the dimensions of what we need. So husband left to grab a cart to get the toilet of choice, mind you Tim is still staring from a distance. So as we were barely out of the section Tim comes quickly asking if we needed help with anything as he looked in the cart and fondled around to see if we put extra parts in the toilet packaging I'm assuming because why did it take you so long to help us when we were there discussing options for a good 20 minutes. We noticed you Tim and not once did you come to offer us any help but you were there to try to observe someone you thought could be stealing. It gets better! Self checkout were card only besides one. The older lady employee just stared at us making sure everything was rung up. We had 3 items a toilet and 2 small parts, which are accessories for it. She stared so hard I had to be sarcastic and say " babe make sure you ring up everything " I wanted to let her know how silly it was to be profiling someone. Not once did she acknowledge the other customers on the " card only " self checkout but if they have cameras in there and reviewed the tape she literally is turned to us watching every step. Then she comes to my cart because I have my baby in the other cart and says " cute baby ". You were just checking to see if there were any items in there. Look as a registered nurse, wife, mother, married over 20 years you must realize there are successful, honest black working couples that are out here providing for their families. We don't need to feel uncomfortable in an established due to our skin color. We would never put our children in harms way to make a bad decision such as stealing. You two employees probably missed an actual criminal because you were too busy profiling a husband, wife and baby with a skin tone that gave you the impression that they could be stealing. This is why so many incidents is mishandled by law enforcement because of individuals like you making assumptions. Now I can tell Tom felt bad after he realize he didn't get the reaction he was seeking for but never felt bad for what his intentions was. He would had felt great if his intuition was right. He felt bad because it was wrong. So there you go! We will be canceling our Home Depot card which we had accidentally left at home this morning and going to give Lowes...

Ben Smith, Flooring expert

I want to thank you for your time. My wife and I appreciate your helping us to choose a dependable store to do our entire remodel of our home. I’ve been a 20+ year customer of the Euless Home Depot for I only live 1-mile away off Hwy 10 and Ector.

I had asked Ben about discounts for spending $40,000.00 to $60,000.00 at the Euless Home Depot. We talked about new flooring, tree removal and rental equipment for stump grinding to remove 9 trees from our yard, 300ft of new custom 7’ cedar fence with heavy duty poles and two 10’ gates, 10 new dual pane e-coated windows, new custom storm doors, a new 10x12’ Tuff Shed, kitchen/bathroom/washroom cabinets with countertops and a complete replacement of all of our appliances.

First off, Ben advised us not to go with the vinyl click flooring we had picked out and to go with a 12mm thick Pergo instead. I asked why and he said it would be cheaper and more durable. Well, I only need 1000sq ft, we have a small home. He quoted $7,000.00 for the Vinyl and $5,500.00 for the Pergo. I asked about the foam underlayment, I’d like that eliminated from the quote, I was not willing to pay $0.75 a sq ft for the foam. He declined and said I have to buy foam with any flooring from Home Depot.

Moving on… Next we asked about all the other things…etc. Rentals were about $2000, Fence was about $9000, and Cabinets were about $15000. After we completed our questions we were between $45,000 and $50,000.00. I asked about an overall discount or a discount for one or more of our purchases. Was there anything Home Depot would be willing to do?

Ben was quick to answer… NO our manager doesn’t do discounts it didn’t matter how much you spend. Home Depot Euless was in the Red this year because of the construction on 183 he’s not giving anything up. I exchanged business cards with Ben, he said he would talk to his manager and call me back and we went home.

I did not hear from Ben within the next week. I logged into my account and paid off my Home Depot credit card and cut it up.

Thank you Ben, your confidence in that your store being deeply in the red and us not able to depend on HD to back there work for fear it would shut down. Also, you being able to speak for your manager made the choice easy.

We went to Lowe's In Euless off Glade and 121, they don’t have a traffic issues and the staff and install teams have been doing back flips to help with everything. We’ve saved thousands and have been given upgrades on almost everything we’ve bought. Oh and I got a New Lowe's credit card with 3 times the limit I had at HD. Oh, and I get 5% off on everything on top of my discounts. We're very happy with our service and renovations are...

I recently had a deeply disappointing experience at The Home Depot in Euless, Texas. I purchased an Elongated HD-7000 BioBidet online as a Christmas gift for my girlfriend. Upon attempting installation, I realized it was incompatible with her round toilet. Seeking to exchange it for the correct model, I visited the Euless store.

At the customer service desk, I explained my situation, expressing my desire to exchange the seat for the round version, which is priced the same. The associate informed me that exchanges couldn’t be processed for online purchases—a statement I later found out to be inaccurate. She offered to process a return and issue store credit and told me I could order it with that online. I accepted the card.

However, upon returning home, I discovered that the store credit was restricted to in-store use only, rendering it useless for online purchases. Frustrated, I returned to the Euless store the following morning at 8 a.m. to seek a resolution. After a 10-minute wait, Manager Ben arrived. Without reviewing my order or listening to the full context, he abruptly dismissed my concerns, stating there was nothing they could do, and even threw his hands up in a dismissive gesture. Feeling unheard and disrespected, I requested the corporate number and left, intending to file an official complaint against Ben.

Determined to resolve the issue, I visited The Home Depot in North Richland Hills. There, I was warmly greeted by Seana in customer service. She attentively listened to my predicament and promptly assisted me. Seana efficiently used the in-store credit to order the round version of the BioBidet I needed, demonstrating exceptional customer service and a willingness to go above and beyond to ensure customer satisfaction.

The stark contrast between the two stores was astounding. While the Euless location, under Ben’s management, exhibited rudeness, dismissiveness, and a lack of helpfulness, the North Richland Hills store, with Seana’s exemplary service, showcased what true customer care should be.

I will be filing an official complaint with corporate against Ben the manager at the Euless location I will continue to do so until accountability is enforced. This experience serves as a learning opportunity for the Euless store to understand the importance of customer service and perhaps take a page from Seana’s book on how to treat customers with respect and efficiency.

I really can’t express enough my appreciation for Seana form the North Richland Hills location. She is a...