The Home Depot — Local services in Lakewood Township

I had a very unpleasant experience at this store that is seriously making me question if I'll ever come back. My husband had ordered a bathroom faucet knob online as ours had broken which made it impossible to shower. We opted to do curbside pickup. When we arrived, we parked in the designated spot, called the number and were told we had to enter the store because it was in a locker. I guess my understanding of curbside is different. Thinking we could go into the entrance that had a big sign over it that said "curbside" we encountered sliding doors that were closed. An associate nearby directed us to the entrance (even when we explained our situation) which defeated the entire purpose as we had to walk the entire front length of the store, past customers who weren't social distancing only to find another closed sliding door which held the coveted lockers.

There weren't any signs of explanation and employees were helping other people, so my husband pried open the doors to get inside. Yelling in the distance from her cashier station, Linda (I'm not sure of her name but for some reason Linda feels right?) stated that wasn't an exit. Was there supposed to be someone manning that area? I'm still confused by the process. Anyway, we attempted to use the QR code to no avail. Turns out we were at the wrong store (our fault). We came back inside, found an employee who redirected us to the same cashier. She pointed out the mistake, and I asked if we could go into the entrance where the lockers were at the other location. She raised her voice to a shrill, explained that we were in a pandemic and they need to do a head count. What's the point of curbside if we have to come inside??

I understand during these pandemic times that people are more frustrated and prone to angry outbursts. I get it. But you work in customer service and I'm a customer. I’m also an essential worker, working through the pandemic and I would never speak to a customer in that tone. P.S. After going to the right store (Toms River) the lockers were outside and the process...

Store was not busy. At all. As this location is new to us, we asked the Hispanic woman loitering by self check (not stocking or helping customers.... just chatting with the self check team member) for assistance locating some merchandise. Wow. What a mistake. She was annoyed, dismissive ( couldn't be bothered to even make eye contact or face us) and told us to "go ask the hardware guy". Nice.

When we checked out (same self check) we needed assistance with a missing sku... for two 60¢ bricks. The associate (am African American woman) spent ten minutes licking her finger and then poking at the screen - convinced that the bricks she was finding (three different ones, all in the same price range... OF SIXTY CENTS) were different from our bricks. When we pointed directly to the item we were purchasing, she grumbled.. "no - they're different". I get it - inventory control - but it was two bricks... not two pallets of bricks. About the time we were ready to leave them, she decided they were the ones we'd pointed out in the first place, and we fled.

Only bright spot was that hardware guy, who smiled and insisted on walking us to exactly what we needed. Thank you, Hardware Guy.

Took three calls to reach a manager, whose answer was that they hadn't had any African American team on self check. Sounds like no one is in charge of the front end. Hoping the rest of the store is run better... but currently checking directions to a Lowe's.

Update : ran into the same Customer Service Dynamic Duo again today. Christina loitering again - this time talking to a male team member. HE made eye contact, greeted, and even asked help. She said... nothing. Davina... no greet, no eye contact, just a muttered goodbye over her shoulder as we left. (At least we didn't need a sku!) These two should be somewhere other than in customer facing...

I was Home Depot person until we ordered our front door. We paid for it in September was told we would receive it in November. After several calls and different dates given. It finally was at the store in Lakewood NJ on December10th. They never called I drove there to see how much longer. The cashier informed me that it is in the building. We also went through there install department which was a nightmare. We were told to call them to set up a date. They couldn't come until 1/3. My husband took off work loosing 8 hours of pay. That morning a hour before schedule they canceled. My husband drove to Home Depot to speak with a manager who said he would get to the bottom of it. My husband then when outside to call corporate. They informed him they would get another installer. My husband went back into Home Depot to overhearing the same manager talking about him laughing at the situation. VERY UNPROFESSIONAL. So then he calls corporate again. They said they would discount us for loosing pay but never did. We got a new date with another installer. I took off work to be there. The night before they canceled. That is 16 hours of work missed. UNREAL. . We finally got the door put in on January 15th. 4 months after we paid for the door. We will never ever shop at Home Depot again. THE WORST CUSTOMER SERVICE EXPERIENCE. Never heard back...