The Home Depot — Local services in Fruit Cove

Terrible Management/lack of training

I went into the appliance section to buy a dishwasher. The representative was very helpful and within minutes asked us if we needed help while scanning our options. We had a good laugh while setting up delivery of our selected dishwasher but had issues applying a military discount. She attempted to call the manager for assistance, big surprise he didn’t pick up. The representative told us to bring this up to customer service to have the discount applied, we gladly complied.

This is where I will explain the 1-Star review. I was helped right away at customer service, the representative seemed bothered that the appliances section didn’t take care of this. He then stated he cannot apply a military discount because my appliance was a special buy. I understand at this point it was the stores policy, however I had been purchasing with an understanding the additional 10% would be taken off at customer service. I politely asked for the manager on duty to explain the situation because the reps were just following policy. After 15 minutes the manager was still a no Show. This is becoming a common theme at this store. Another customer service rep says call the corporate number and have them manually take it off, they tried, that didn’t work so there we stand. I must mention I had to swipe my card first and pay full price, then they would “discount after I left”. I didn’t go for that. I stood there and watched them fail to apply the discount.

Now a young woman who I assume works in customer service steps up and tries to call the manager, no answer HUGE SUPRISE. She then attempts to explain policy once again, this is where I didn’t want to hear policy I wanted the person in charge of this location. Meanwhile my original customer service rep is complaining that he’s had 3 situations this morning where he needed a manager (that’s a lack of training Management team). After 20 minutes had passed and I’ve asked for the manager multiple times I’ve all but given up. It’s after being lied to twice about the application of a 10% discount that I became upset. At this point the discount means nothing, it’s the poor customer service from management. I asked for the manager, it turns it was Brian who was on duty.

Well Brian, major failure on your part. You failed to train your reps while also failing to assist them when needed. If you can’t address a customer let your people know. Otherwise, get out of your office and help a customer who spends a substantial amount of money at this location. I used to shop here weekly, due to the management I’ll drive further and take my business where...

Not very impressed, As a commercial contractor I deal with Home Depot daily. Over the years in St Augustine Fl I have developed personal and professional relationships with the staff and management.

We are current on a remodeling project that we are working on and ofcourse purchasing all of our materials through Homedepot, including Flooring, doors, trims, lighting, paint and appliances.

There are different stages to these projects for Plumbing and electrical to be live and available.

All appliances were delivered a few weeks ago prior to the holiday break.

Dishwasher, washer and dryer, stove and refrigerator. The microwave the customer wanted was not in stock at the St Augustine location so I suggested my other go to store at the Durbin location. The customer went and purchased directly and delivered it to us on the job. After installation we plugged it in and it turns on imeaditly and stays on without pushing any buttons. It just constantly runs.

The customer called and spoke with a representative who told her to bring it in for replacement. When she arrived to the store she was told by the Manager Luis that no replacement would be given. The microwave had never been used, still has all the protective plastic and film on it and could easily be plugged in to see that it is not functioning properly. Still Luis would not consider returning and replacement of the defective product sold by his store. He explained there is absolutely nothing he can do and he can offer no assistance in the warranty process. This was shocking to me as I'm used to a much different experience and level of customer service wich is why I specifically use Homedepot and recommend them to all my clients and fellow building contractors.

Based off this experience i will not suggest that anyone purchase appliances from this location moving forward and if possible just consider another location all together where management can be more personable and treat each situation individually to come up with a fair outcome instead of being so robotic in response and leave the customer feeling desperate and taken...

The store is to small for the crowd; and, not a crowd of consumers. Rather, the overcrowded store came from the number of employees "on the clock," and, it was challenging to find help, still! As one employee asked "how can I help you," another employee who heard my question responded over his colleague, "follow me sir, it's right over here." However "right over here" required a walk around the entire store, to get to a spot about 5meters from where we were already at in the beginning, but due to the overwhelming number of staff, the few consumers were left to dealing with traffic jams and wasted time... Not to mention, Social Distancing was not "a thing," and not due to the number of shoppers but due to the sheer number of employees on deck! It was early on Saturday at a time, one would imagine, the high volume of people, hard to find parking, and a jammed isle of individuals were the result of a consumer rush on supply demanded before the rain but nope; a ratio of 5 to 1 (5 Employees to every 1 shopper) is a bit much. Especially, in a "Covid'Ravaged" era, where "6-feet" is more a slogan then "a thing," and a 15 minute need takes up the whole morning of what started out as a beautiful one, too only depart from the store in rain, wind, and clouds: A complete waste of time and I still must return to take back the crappie item purchased; a Ryobi Weedeater for my Son, to run his 'Sole Proprietorship' neighborhood lawn maintenance, weekend job....... "Ace is the Place" if you want to be, before going to a "Home Dep-Oh-Waste-of-Time" that is, if you want to get anything done on the day of occurrence..... Though, I imaging the employees did not mind getting paid by the hour, as the hour has already gone by, and one day soon to a neighborhood near you, $15 too stand around will equate to less on deck, and an inflated COGS... "Self-checkout" lines are becoming the "new replacement" to human beings, similarly to the automated dialing, and touchtone phone systems that plagued Customer Service Operations, for your complaint against, or need for, or the collections of,...