The Home Depot — Local services in Matthews

Star rating based solely on phone conversations. This store is a logistical and customer service disaster. I live 40 minutes away and call to get updates on an online order. No one can tell me anything accurate after 3 phone calls. Across multiple days. Online information not accurate vs what is being said at the store. Different stories from different employees. Now, I see online that PART of the order has arrived and I try to call to get more information (don't want to drive all that way twice) and I can't get anyone to answer the phone call! It either rings incessantly or I get stuck in a constant loop of "want to save time?" propaganda. I will be very unlikely to not only order online, or visit this store ever again.

Additionally, I was finally connected to an associate. I voiced my displeasure of having to way in excess of 10 minutes just to speak to an associate. She asked for my order number. I needed a few seconds to pull it up, she PUT ME BACK ON HOLD! I will never ever patronize this store again and you should be warned against it as well.

More: I was told that I was placed on hold because the computer froze. However, no warning was given before being placed on hold. Then, when she came back on, I was told. I didn't believe her. I asked to speak to a manager. I was on hold for a total of 20 minutes before the call was disconnected. Attempting to call back.

Third call: On hold for 5 minutes waiting to speak to someone. Someone finally answered and said "Can you please hold?" It's a question. Before I could say "NO" I was placed back on hold. Disgusting. 30 full minutes of being on hold and no one ever responded.

Update: I finally got in touch with the manager (Byron) who took control and found my products, apologized for the complete lack of customer service and vowed to have everything ready when I arrived. He did that. Byron seems to care and want to make the store a better place for all involved. You all need to listen to him. Hire more people. And train better.

Though Byron took the time to understand my issue and to address it thoroughly, I will be leaving this 1 star review as it is. There needs to be a structural, corporate culture change at Home Depot or they will...

Great assistance from the floor staff, however, the manager on duty was uninterested in helping me with my purchase. I came in to buy paint and blinds for my fiancé and I to fix up our sons room. My fiancé has been sick with shingles all week and has been bed ridden. He sent me with a SIGNED check from the equity line of credit and his ID with matching signature to purchase the items we needed. I went to check out and he cashier was processing the check, however, she is, obviously, a new employee and ran the check not one, not two, not three, but FOUR times wrong In the machine. By the fourth time the check naturally declined. I had just purchased items from Harbor Freight with one of the checks before going to HD, which I had no problem with, so I knew it should not have declined. She sent me to the "service desk" so the manager on duty could assist me. I explained that the girl tried to process the payment wrong four times and that is why it declined. I told her my fiancé was very sick at home but she could call him if needed. I even said she could take down my ID info as well. She was rude and treated me like a criminal for trying to pay with my fiancé' check and ID. She told me he needed to come up to the store to process the payment. Now, don't you think he would have come with me if he were physically able to?! And if I was conspiring to write a phony check, DONT YOU THINK I WOULD HAVE WRITTEN IT TO MYSELF and deposited it into my bank account?!? I will NEVER go back to this location simply because that manager had no heart and she seriously treated me like a criminal instead of a loyal customer. We have spent SO much money there, but we will not anymore. There are ways to verify identity without someone having to be there. And I had his ID for crying out loud!!! I ended up paying for the paint out of my checking account but had to leave the blinds and other items behind. Very frustrating to feel like you have...

Well I’m sitting here after calling customer service twice being hung up on once assuming by accident after being unable to reach them and the second being unable to get ahold of this store for 20 minutes. I was told the only thing to do now would be go in store or the service rep would just leave me on the hold line I was conferenced into. We ended the call and tried calling the store directly. Again. No answer.

This is actually the second delivery in a row we have had issues with. The last one they did not deliver or call and we waited around only to find out that they decided to switch our order through two different stores instead and had changed the date of delivery twice and not called or notified us. So we were pushed a week back. My wife told me we weren’t ordering from them again and I told her it was a one off. I was unfortunately wrong and will not hear the end of it.

This time we wait around and our 6-10 window comes and goes so we check the order status and see they couldn’t attempt delivery. No call. No one answers, customer service couldn’t even get the manager to answer. We work from home, have cameras and never received a call. So they definitely didn’t attempt to deliver here. So is it an issue where they never picked up the order? They didn’t have delivery guys? Wouldn’t know. They won’t answer.

Note in case this helps anyone else. They give you the customer service line for delivery issues but they are just calling the store because customer service cannot help you at that point. Don’t waste the time calling the number they give you. Call the store directly if it was already out for delivery. Doing this twice now. We’ve wasted hours on hold just to have the other service line call the exact same...