The Home Depot — Local services in Gilroy

I had the worst experience of my career today at Home Depot in Gilroy, CA. I felt discriminate and harassed by the unprofessional behavior of the cashier and "manager or superviosr" in charge at that time. Today 8/14/25 I arrived at around 1:30pm to make big purchase for a new construction team, I was anticipating to spend anywhere between $6,000 - $8,000. I was helped by an associate to gather all the equipment and tools needed, taking us around 2 hours. After gathering all the tools I headed to the cashier to complete my purchase, when things started getting tense. I noticed the staff was looking at me and my collegue suspiciously, they made us feel very uncomfortable, we noticed they had two associates at the exit door. When they started to scan the items the "manager/supervisor" arrived and sarcastically asked "What are you building?", I didn't appreciate her attitude or sarcasm while I was just trying to check out and get on with my day. She proceed to ask what form of payment I would use, I told her my business P Card, showed her my ID, everything matched. I was then told that apparently my phone number didn't match my name or the record that they had of my account. I have shopped at home depot many... many... many.. times for personal home improvement aswell as for business purposes and had never had a problem with "my account" or the amount of tools or materials I purchase. I was asked for a phone number for warranty purposes, which I had already told them I didn't want a warranty but they made it seem like it was a requirement so I provided it. Shortly after the "manager/supervisor" took a picture of my personal information and left to go research to her nearby computer. She then suddenly came back and told me that I couldn't proceed with my purchase due to my information not matching???? I was so confused because since when is it a requirement to provide a phone number for a purchase. I gave her the phone number, they had my full name, my card matched my ID, I had the money to pay so what was the problem? When I asked what wasnt matching and what exactly was the problem they didn't they didnt have a response for me, simply that the they coulnt proceed with the purchase. Then she told me in a very condescending tone, "Were not going to proceed with the purchase, you're going to have to go, you can try purchasing somewhere else." The lack of business professionalism with big purchases prevented her from asking for guidance from upper management to ensure a smooth transaction. Im discouraged from going back to home depot to have to deal with this type of behaviour. Considering that my role requires for frequent large purchases in-store when online is not an option to meet deadlines, I will have to take my business somewhere else. They need better training for large in-store purchases or at the very least knowledge on how to escalate without making you feel like you're there to...

I had the unfortunate luck of having to replace a 2 year old water heater purchased at Home Depot in Gilroy. On Father's day! Rheem requests that you contact them before returning to the store where purchased. I did this, customer care straight forward and helpful. I received case number and was instructed to return to Home Depot for an exchange. Once at Home Depot "Customer Service" I found myself on a downhill slide to nowhere. That department is a mess with people who clearly have no desire to help. At every turn they seemed to be looking for a reason not to help. I ended up having to call and put a Home depot liaison for Rheem on the phone to basically order the staff to give me the new water heater I had fetched (which they said they didn't have). If any of my team in customer service had treated a customer in my presence the way my wife and I were treated by this team well.... It is worth noting that at one point the supervisor was called over. This was about the time I was being told they no longer sold the unit and could not exchange as per Rheem's instructions. I assured then they were mistaken as I had used the number on my original receipt to verify they in fact had 4 units in stock before making the trip from Hollister. The supervisor basically "snorted" dismissively and I was told if I could find "the exact unit" I should bring back to the counter. It was at this point the representative I had on the phone basically had to tell them 3 additional times to give me the water heater. At this point they basically melted away back into the same unresponsive state I originally found them in. I look to their supervisor for this experience. My wife worked for Home Depot in Martinez for 10 years before I met her. It can be a tough place to work. A good supervisor needs to set the standard for their staff to follow. I was clear to me that this standard IS being set by this departments supervisor. People always will have an off day but when you see an entire group under a supervisor operate in this way you understand why it is happening. Over the years I have witnessed the many progressions of Home depot's business model. I certainly hope that this recent experience is not a sign of things to come as I have relied on Home Depot since the old days...

I very recently stopped in the garden center at the Home Depot in Gilroy. It was a weekday afternoon, and there were no other customers around. Zero. I wanted some advice about what plant the clerk/cashier, who was alone at her register, might recommend I purchase to make the front of my home, which I am selling, look as attractive and appealing as possible. Me: “Hi, I was hoping you could help me, I’m - “ Clerk/Cashier: (Who interrupted me, mid-sentence, to address a fellow-worker, who stood about 15 yards away, so this cashier/clerk literally shouted at her) “Hey! You can just take your apron off before you go on break” (or whatever the f?!$ she yelled at her colleague). Shocked and speechless by the impoliteness of the clerk/cashier, I turned on my heel and made my way for the exit. [And wait for it, it gets EVEN better.] As I cross the threshold of the exit, I hear this award-winning employee tell her colleague, “I don’t have time to deal with her questions” (meaning me, the customer). Now, if I were as discourteous as this young woman was, I would have said the following, maybe educating her a little: “Uh, actually you’re in RETAIL, sweetheart. That’s EXACTLY what they PAY YOU TO DO. Answer customer questions about what is good to buy.” Instead, I simply walked out to the parking lot, got in my car, and drove to LOWE’s. I then proceeded to spend several hundred dollars on THEIR plants. And the clerk/cashier in THEIR garden center? An absolute peach. Priceless. And now the Lowe’s in Gilroy has a brand new customer, for LIFE. A customer who is currently renovating her/my house and purchasing THOUSANDS of dollars of materials at Lowe’s every other week. The moral of the story? Be kind. It’s a superpower and a VERY BASIC social skill. Period,...