The Home Depot — Local services in Evanston Township

So 3 is my average of 3 scores I've given for interaction with HD after a debacle with their change in returns on AC. I bought one end of June & had to wait a week to get help getting it to my apartment. I ended up not being able to use it at all bc the way my window frame is wouldn't allow it to stay in without me drilling a lot of holes. So I struggled to get it down from my apartment still new & in box - unused. It was 10 days at the return attempt. I've been a long time customer at HD & was surprised when they told me 7 days was the new policy. Of course this policy literally changed at the time I purchased and there was no signage notifying of the change when I bought it.

So 3 stars is an average of my experience. Broken down it's in order:

1 star for my customer experience in the store with associates who were rude, lied about signage posted (not properly as I took photos), gaslighted me & basically called me a liar when I told them where I got the item in the store, misidentified themselves as a "manager," and uncompromising when they can't possibly understand why a customer is upset about being stuck with a $350 AC they can't use in the midst of a heatwave & had to carry down 3 flights of steps.

1 star for HD CUSTOMER CARE LINE. 1st the number on back of my HD card is for a medical device. 2nd after searching for correct number, the menu is insane. I never got the same menu two times in a row. I got hung up on after calling twice. I had to call 6 times in 2 days. Two call takers were sympathetic and I got told numerous times that a manager would call back & that never happened. I got told they emailed the store manager & he said he spoke with me (that never happened).

5 stars- for my experience with Asst Mngr- Will. After much frustration and feeling like I was going to lose it bc I was stuck with $350 item that prevented me from buying an AC that may actually fit my window, he compromised and came up with a solution which is all I wanted from the start. Thanks, Will and he's exactly the type of people you need in management positions and I hope he's rewarded for his ability to deal reasonably with an unhappy long time customer.

*Here's a hint HD if you want to retain long time customers, you don't treat them horribly and you don't try to stick them with unused merchandise they try to return in a reasonable time frame and can't use and then can't afford to purchase merchandise in your store that...

I had a terrible experience with the flooring department at the Evanston location.

I purchased a special order of hardwood floors for my new condo about 6 weeks ago. My plan was to get the floors done before moving in. I called the flooring department several times while I was waiting for my order to get an update or estimated day/time of delivery, but I never got a call back from the people in charge at the flooring department. Not even once in 3 weeks. So, I had to call the manager of the store to complain and to get an update. Luckily, the manager was very helpful that time and I was able to get me some assistance.

When the order finally arrived 4 weeks later, I got a call that morning that the driver was on his way to deliver it. Mind you, the reason why I was calling to get an update is because I was staying about 1.5 hours away with my sister. Well, I had to rush to the city the meet the driver 2 hours later. I feel bad that the driver had to wait, I was really trying to avoid that by asking the store with a day/time window of delivery.

You'd think that was the end of my frustration, right? No. Well, a week later when the contractor was able to begin installation, they realized there was something wrong with my order. The vendor sent 2 diff colors of floors, so the 5 weeks I had waited for this order to arrive and be installed were all wasted. On top of that, the flooring department at home depot, was trying to convince me that sometimes the floors have drastic shades of colors. Really?! Even the contractor was telling them that the order was wrong.

Needless to say, I cancelled my order and everything that came with it. Once again the flooring department took their sweet time to process it and also over a week later to come pick up the floors.

I had 25 boxes of flooring in my living room for over a week. I had to call AGAIN several times to have someone pick it up. Overall, it was a terrible experience, and I would not recommend anyone to use home depot at the Evanston location for any...

Updated on DEC 2024 Downgraded to 2 Stars I called this store looking for an item before driving. Nobody would answer the phone so I called back a second time. They answered and made no apology when I told them nobody would answer. They put me on hold for 6 minutes and then picked the phone up and hung up on me. So had to call a third time and got somebody willing to answer the phone and willing to act like they would look for the item. They also made no "sorry, please or thank you" as expected in first world civil societies when conducting business with the public. I had to tell him four times the name of an ordinary item and he didn't know what the word "variegated" meant. They aren't bringing their best. I see that my earlier high score of 4 stars was because I was using self-service but when I actually needed to communicate to a live person their skills aren't so good in comprehension. And I expect a please and thank you in business. Sad state of affairs in the US across the board when dealing with people that haven't a clue what words mean or how basic business courtesy is conducted. The person didn't help me find the item I wanted to purchase and I don't have a strong feeling that they even looked for it or if it's available so I'll not waste my time and money and I'm now going to go online and order it from a different company. Their loss and my saving of time and sanity.

OLD REVIEW: I used their express lockers for the first time and made my shopping experience much more efficient. I bought a drill online using the Home Depot app and received a text when my purchase was ready for pick up. Quick. It was only 30 minutes later and they had my order ready on a busy Sunday. I received a numerical code to enter into the locker screen, the locker opened and I got my drill. Fast. Usually there are multiple helpful associate that will answer your question and take you to the product...