The Home Depot — Local services in Jacksonville

The "Rental" Department here at this location is a complete and total failure. Three weeks ago, a reservation was made online, via the HD website for TWO rentals, there was an issue with the vehicle rental, as a fix, they gave us a different truck to use for the day. Problem solved.

We didn't get the project done, needed to make another reservation, we set the rental for the next weekend, and on the day of the pickup was informed by MELISSA that the department couldn't find the keys to unlock the equipment BUT to call back in the morning and that the morning staff would be able to help us out. We call back and are told we aren't able to rent the truck because it's not rated to pull the load we have. We are now two weeks behind on our project at this point. We make another reservation for DIFFERENT HD location the next weeknd, we are met with nothing but problems, go check out the review I just left for the Regency location.

We are now 3 weeks behind on this project. In the same day, at almost 7pm. We show up at this location, just to see if they have anything available. MELISSA, is there again. And immediately is trying to dismiss us, anything she can do to not be helpful.

We ask to rent a truck and a skid steer. She responds with, "We don't have any trucks available. And I don't have any idea when one might be returned." MIND YOU, the system is right there next to her. She couldn't be BOTHERED to check, to see if one was even scheduled to be returned that evening. FYI, if you miss the return time, you are charged ANOTHER FULL DAY, I don't know about you, but I'd move heaven and earth to get that rental back before the due time. This would have taken Melissa a minute to check. She again, suggested that we come back in the morning. As we are leaving, someone pulls up in a rental truck, they're returning it. We head back inside, and let the guy who is returning the truck go in front of us and as soon as he is done, we ask to rent the same truck.

NOW, yes, you're thinking I'm nitpicking at this but at the same time, this personally bothered me, she didn't go check the truck out. She accepted the return, didn't check on the truck, the gas, for any damages, and immediately rented it to us. We haven't be rude, or pushy, or anything other than pleasant at this point. Yes, we are excited because we feel like we are lucky but that doesn't mean you should skip protocol. Personally, that is just my two cents. I don't think that was right and we certainly would not have made a fuss about her saying she wanted to go make sure the quality of the truck was fit for rental before renting it to us. But honestly, it doesn't matter. Because as soon as it was paid for, my partner says, "Okay, I need to rent the skid steer now" and Melissa says, "Oh, I'm so sorry, the keys are still missing and they don't want us renting out any heavy equipment until the investigation is over".

The order was voided. And we didn't say ANYTHING as we left. Melissa kept saying, "How sorry she felt, and how horrible she felt" but it didn't matter to us. Now, we were both visible upset and just wanted to get out of there.

So, NOW, my project is DELAYED a third week in a row THANKS to HD. I'm going to go with a different company. I suggest you all...

Bought a brand new refrigerator and stove, paid cash, had it delivered, but I wasn't happy with it once it was delivered because my husband didn't realize our water hook up would've allowed for an in-door ice dispenser. I REALLY wanted an ice dispenser. The guys that delivered it told us we had 48 hours if we wanted to exchange it. So, when my husband got home we went to pick out the fridge that I wanted. The elderly lady that "assisted" us had a terrible time understanding what we were wanting to do. I'm not sure why; we honestly thought it was a simple exchange - have them pick up the 1st fridge when they deliver the one I wanted. She had to call someone to ask how to handle our request, but she was explaining it incorrectly to the rep on the phone, so my husband tried to get her attention before she confused the other person and made our situation even more convoluted. This woman actually put her hand up in my husbands face to stop him from talking to her. I asked for a manager. She asked me what I wanted a manger for! I could not have been more uncomfortable. Thank goodness for Craig!!! He knows what customer service is! If not for Craig, we would've just gotten a refund and went straight to Lowe's. I hope Craig's boss knows how valuable he is to their business! If not for him, Home Depot would've have lost our business SOLELY because of this woman. OH! And, when my husband and son walked back by her, this woman actually thanked them (sarcastically) for getting her in trouble!!! They didn't tell me about that part until after we had left to spare my blood pressure and a scene. They know me well. But, as a former customer service manager myself, I would want to know if my rep ever did anything like that!!! I'm very glad and thankful that Craig came to our rescue! I didn't get that woman's name, but I will say that not all elderly ladies act like sweet Granny's. Thanks again, Craig! You, and ONLY you, stopped us from getting a refund and going straight to Lowe's! We will come back because you cared! It was so refreshing that you knew exactly what good customer service is! Thank...

The only reason I’m giving this 3 stars is because I like Home Depot as a store, otherwise I’d be giving this 1 star. I had an extremely unpleasant interaction with Stephanie (or Stephznie, I believe that’s how it was spelled on her uniform) in carpeting. First, we had to ask someone in appliances for help as we could find no one who worked in carpeting to help. This kind lady (unfortunately I didn’t get her name) found Stephznie for us, who acted extremely put out the entire time she “helped” us. We asked her a question about a rug that was hung up. She told us she couldn’t sell it to us because it was the display rug, when it wasn’t actually the display rug. The real display rug was hung up behind the rug we wanted and it had the information about the rug attached to it. When we told her this, she became snippy with us and waved her hands at us in a patronizing way. We informed her that there was a tag on the top of the rug we wanted, but she had to get a ladder to look at it (which she seemed extremely upset about) and made the lady from appliances get it for her. As she looked at the tag, she was again very snippy and patronizing to us, saying that she couldn’t sell it to us because they didn’t have it, strange considering we were looking straight at it. Finally, we asked for a manager, who was much kinder to us and did in fact sell us the rug.

I understand that maybe Stephznie herself might not have been able to sell us the rug, but that’s why you as an employee say, let me get my manager and we’ll see what we can do. The attitude was unnecessary because we were in no way rude to her, it seemed like she thought of us as an inconvenience. If you don’t want to help customers, this is not the job for you Stephznie. Also, while we stood there, there was another couple who needed help and they were ignored. As we were leaving the store with our new rug we apparently couldn’t buy, they were still standing there...