The Home Depot — Local services in Highland Heights

AWFUL EXPERIENCE. I have no clue where to start this review just like I had no clue what went wrong on my visit to this location I have frequented for years. I’ll do my best.

I am renovating a property for my mom to move into so I had a laundry list I’d things to buy for the renovation work. My mom came to town to help with the process including selecting paint colors. We got through the paint process with the staff at the paint counter without issue. They were bubbly fun and high spirited. Although, I feel there is a general lack of professionalism at this location, I recognize the paint area included young adults and they were just being young adults, meant no harm and ultimately completed the job without issue.

The problem came at the time of checkout, my contractor is picking up the supplies so I headed to the “Will call” area for the purchase. Firstly, they were short staffed which is common given the climate that wasn’t an issue for me. It seemed to be a point of frustration for Yolonda (Yo-yo) who seems noticeably upset at finding the items on the website to add to the cart (which is also part of the problem when the website has HIGHER prices than what’s listed in-store). My son and I took photos of products we wanted to purchase because we were unable to bring them to the front (countertop/ $10 higher than in-store, bathtub/ $58 higher than in-store, doors - located in incorrect bin showing a price $300 less than the actual price.

Yolonda called over Mark (supervisor) to help with the price adjustment. Mark told her to take $50 off for the tub, however I said it should be $58 off because the price is explicitly listed on the tub. Yolonda proceeded to throw her hands up yell and walked off as if we were in the wrong for demanding the price shown. Mark took over for her then doubled down on her tantrum telling us we were not going to “bully” them and we could take our business elsewhere. When I told him that the price was still $8 dollars higher than what was advertised, he gave me a look then said “you’re going to pay tax, right” to which I responded no, I am tax exempt but regardless I am due the price that’s advertised. I thought to myself you have got ti be kidding me. I then told him the countertops were miss-priced also. I have visited this Home Depot for at least the last 23 years and can say I have NEVER had an experience like this. We were dismissed, made to feel as if our dollars don’t count and literally threatened to “take our business elsewhere” simply because we asked for the price to be as marked. There is some serious disconnects in service at this location, while this store is closest to my home I will NEVER patronize them after this experience and I will let other know as well. It’s quite unfortunate that a single experience can taint a brand so deeply, but this one has left the worse taste in my mouth. Reputations are built over time and can be destroyed in seconds. I know the economy is trying to recover and good help is hard for all businesses including my very own, however to compromise in integrity will cost a brand exponentially in the long term. Home Depot there are better employees out there, these folks need training because your brand will not survive with people like this on the front lines. I am not a “customer is always right” person but in this case we were right and the response was...

Don’t use curbside pick up or you may not get your order, like me. I used the app to notify staff when I was on my way. I pulled into a parking spot, selected “I'm here” and put the spot number in. After 10minutes, I called into the store, used extension 594 and asked when would someone be out with my order. The lady said she didn’t know and would transfers me. I said but this is the extension for my issue. She transferred me and someone kept picking up and putting it back on hold. After waiting about 20minutes, I had to go inside for order and wait in line. When I got to the register I asked the young man why my order wasn’t brought out, I received confirmation that an associate would bring my order out. His reply was “I don’t know.” That was all. Not “I apologize for the inconvenience, let me find out what’s going on, maybe there’s a glitch in the system, I’ll let my manager know so it won’t happen to someone else.” He didn’t say any of those things. A simple “I don’t know” and “here, have a good day.” Attitude and poor customer service and a big inconvenience! Why offer the service if you all can’t deliver. I’m very upset. I just bought a home in Richmond Heights and need to make plenty of trips to Home Depot, but now I think I’ll take my business to my old Home Depot in Euclid where they’re friendly and care about the customers. Or maybe I should go to Lowe’s. This was absolutely ridiculous and a waste of my time. Not convenient at all or quick and easy. Over 20minutes just for someone to bring my order out, and they still didn’t do it I had to go in. And there were 3 people there including the lady who decided to keep placing me on hold instead of assisting with my order. Very upset!

“Sit back and relax, an associate will bring out your...

I purchased a washer and dishwasher from the Home Depot near my house and scheduled the installation for the earliest available time, which was about a week later. My wife and I cleared a path, ensured both appliances were empty, and unhooked the washer.

When the installer arrived, he immediately noticed a leak on the hot water line and informed me that he could not install the washer. I checked the line and realized that all I needed to do was twist the gate valve a little more, which stopped the leak. After they installed the washer and hooked up the water connection, the installers noticed a leak from the bolt on the shut-off valve. The installer complained that they avoid installing units when there is a risk of a leak. I took a look, ensured both valves were turned on, and gave the bolt a slight twist, which stopped that leak as well.

Afterward, the two installers went upstairs to install the dishwasher. One of them looked under the sink and saw a dual shut-off valve for the dishwasher and kitchen faucet. He then stated that because the dishwasher didn't have a separate shut-off, they could not proceed with the installation. I couldn't get a clear explanation for this, so I told them to just take the dishwasher and leave.

I then called Home Depot for a refund and to get an explanation of why their policy prevented the installation when a dual shut-off valve was available. The representative simply said it was their policy. When I pressed for a better answer, she finally said that the people they contract to install Home Depot appliances are not licensed plumbers. That clarified things for me. I have decided that I will never purchase anything else from Home Depot; their policy and customer service are...