The Home Depot — Local services in Houston

Customer service is absolute garbage here.

I came in to buy a smart thermostat with a coupon from Centerpoint.

I go to the shelf for the smart thermostats. The one I’m buying is the cheapest option they sell. Many thermostats are sitting there on the shelf to be grabbed up, but the cheap option I’m looking for instead has a tear away sheet you can take to the register and they can retrieve the product from a lockbox.

So I grab the paper and proceed to the checkouts. The only registers that are open are self-checkout. I look around and can’t find a single orange apron in the vicinity, so I march across the store to Customer Service, hoping someone there can provide some attention.

I wait at the customer service desk for about 5 minutes. One woman is busy working with a customer, and the other is simply wandering around, moving things, collecting and throwing away small trash items, etc. she walks past me several times and doesn’t have the courtesy to acknowledge me, much less greet me. Someone walks up to the other end of the counter and she immediately turns to them and starts to help. I walk in that direction, wondering if I’d missed a sign somewhere.

But I can’t actually get to that side of the counter. There’s a turnstile blocking the path that sets off an alarm if you try to walk through it in that direction.

I see two people pass walking in that direction, so with their already having set off the alarm, I follow them.

I wait in the line that has formed since I started my venture in that direction. I wait some more. Both ladies working there are now attending other customers and two more employees enter the area. None of them acknowledges me or the others in line.

In the meantime, however, three different customers approach customer service at the same spot where I was previously standing (and ignored). Each of them received a prompt acknowledgement and assistance, while I continue to wait.

After ten more minutes waiting one of the ladies finishes with a customer, fiddles around for a few minutes, then calls me over.

I explain the situation, and her response is “I can’t help with that. Those are over by the registers.” I explain that I went to the registers and no one was there. She insists she can’t help. I insist that after I’ve been forced to wait for 20+ minutes, she would figure out a way to help me.

She finds another employee and asks him to accompany me to the registers. He does so, slowly grabs the product from the secure cabinet, (I have to assure him that he has the right product after reviewing several options and appearing positively befuddled), and I finally have the product ready to check out. A cashier comes to assist, scans the product, and I mention I have a coupon from Centerpoint.

She tries, and is eventually successful at scanning the $50 coupon. The result: a whopping $0 discount. I have twice checked that the product SKU matches the coupon, but they are entirely uninterested in providing any assistance in resolving the coupon issue.

I promptly left the store. I doubt I’ll...

Dear Sir/Madam, I hope this letter finds you well. My spouse, Joey Kelly, and I have been loyal Home Depot customers for many years, but I am deeply disheartened to write to you regarding the appalling experience we have had with both the purchase and delivery of a new stackable washer and dryer from Home Depot. Unfortunately, this experience has caused such significant frustration that I feel compelled to share our story with both the corporate office and the Better Business Bureau.

On October 13, 2024, we purchased a new Stackable washer and dryer from Home Depot, along with an extended 5-year protection plan, hoping for a smooth and reliable transaction. However, what followed was nothing short of a nightmare. First Delivery Attempt: The appliance arrived damaged—dented, missing a leg, and without a load-bearing support. Second Delivery Attempt: The delivery team claimed they were unable to reach me by phone, despite my having confirmed the delivery both 12 hours in advance and again the morning of the scheduled delivery. I did not receive a proper four-hour window, making it difficult to plan for the delivery. Third Delivery Attempt: The appliance arrived once again damaged, this time leaking water when the box was opened. Fourth Delivery Attempt: Home Depot failed to load the appliance onto the delivery truck, causing yet another rescheduling. Each time, I was forced to take time off from work, often arranging my schedule a week in advance for a delivery that did not occur as expected. After over one months of waiting for a properly functioning appliance, I am left feeling utterly frustrated and disappointed.

Although the staff at our local Home Depot store tried their best to resolve the issues, their efforts were ultimately insufficient, and I found myself reaching out to the corporate office. Unfortunately, the representative I spoke with was neither empathetic nor helpful. The lack of concern and nonchalant response to my situation was disheartening. No offer for compensation or a solution was presented, further compounding the frustration caused by this ordeal.

This experience has led me to the decision that my family will no longer purchase appliances from Home Depot. To say that Home Depot has lost my business would be an understatement. I hope that by sharing this experience, others will be made aware of the challenges Home Depot customers may face and that the company will take immediate action to improve its customer service and delivery processes.

I trust that the corporate office and the BBB will look into this matter to ensure that no other customer has to endure such an experience in the future.

Thank you for your attention to this matter. I look forward to a prompt response and a resolution to this...

I recently visited the Westheimer location. I am a IT field installer and every tool I own was stolen from the storage unit where I store them so I have had to spend almost $2000 at Home Depot to replace them. I was at this Home Depot for close to 2 hours trying to replace everything that was stolen. It was a tedious process. I was assisted by sales associates Brenda and Malcolm and I cant speak highly enough of those 2. They were both awesome and very helpful. Trying to locate specific items at Home Depot can be difficult and Brenda and Malcom were both very helpful and I’m very grateful for their assistance. I ended up spending almost $900 on this visit. Now for the negative… when I went to check out I encountered a cashier named Sierra. ( I believe that’s her name) This young lady was very rude, borderline hostile. Very unprofessional and her attitude was so bad that I almost walked out of the store leaving my cart at the checkout area. People like that shouldn’t be dealing with customers. All I was trying to do was find the couple of high dollar tools that had been brought to the checkout area by the sales associates while I finished shopping. Sierra acted like I was bothering her, kept talking over me without letting me speak and had a hostile and rude attitude. I ended up going to a different cashier to finish my purchase and requested to speak with John the store manager. I basically relayed to John what I have written in this post. I let him know that I almost left my shopping cart with $900 worth of items in it due to the way I was treated by Sierra. John stated that he would have a talk with Sierra. I really hope he follows through with that because customers should not have to be treated this way by employees. I could spend my hard earned money anywhere and the fact that I chose this Home Depot should be appreciated by the people whose job is to assist customers. The fact that I took the time to write this post and speak to the store manager should show how important this issue is to me. I don’t think I’m wrong in expecting decent customer service from employees I encounter while shopping. So, Brenda and Malcolm, thank you so much for your assistance, I really appreciate it. And John, thanks for listening to me and I really do hope you follow through with what you said you were going to do. I was going to give this store a 5 star review but due to my negative experience with Sierra I dropped it to 3 stars. Brenda and Malcolm, the 2 of you are beyond 5 stars- I would give you 6 or 7 if I could so...