The Home Depot — Local services in Middletown

Trying to be objective in this review. I’m a frequent customer who has always liked this store. I bought 2 refrigerators, a washer and dryer, and a lot of wood and construction supplies in renovating my home this summer. A good 50/50 mix of Home Depot and one of their competitors with the dishwasher, stove, microwave and a lot of the flooring and finishes coming from the other store. Sold my car a few months back so I had a bunch of cash on hand so figured paying with cash for things made sense to use it up instead of charging or going through the hassle of driving to the bank to deposit it. All worked well until I lost the receipt for a snow blower I bought 2 days ago. $1913 with tax and whatnot got the Ariens EFI 30” one. Was super excited to try it out if we get enough snow next week. However I got it home and realized the key wouldn’t come out due to being rusted in, I wD40’d it and finally got it out. Then I started looking at the snow blower more in depth and realized much of the metal was rusted. I thought no big deal I’ll load it in my truck and exchange it. Got back to Home Depot and a lady greeted me right away and got some guys to help me unload it and they even pushed it up to customer service for me. Then I talked with 2 young ladies who immediately said you can’t return that without a receipt. I calmly explained to them the issues and they agreed since it was never run and all the plastic wrap and stickers were on it I could exchange it. I asked if they could deliver the exchange as I’d have issues getting it out of my truck by myself, it’s almost 300 lbs. She called her department manager and that was a no because they had no way to do that in the system. I asked if I could talk to him and he came up. After talking it was still a no so I said fine. Then they went to get the other snow blower and it was a 28” one being sold for $600 less than the one I purchased. I informed him of the issue and he was nice enough about it. He then got the assistant store manager (Sal) who came up with (Alex) from lawn and garden. The lawn and garden employee who spoke condescendingly as did Sal about me “losing my receipt”. I get being suspicious, but having an attitude with the customer isn’t really professional in my opinion. Sal informed me my options were to leave with the rusty snowblower because how do I know it’s defective. Buy a new one and he would waive the delivery fee on that one and my rusty one I guess. Or pay $85 to have my rusty one delivered as they had none they could exchange. At this point I raised my voice and quickly realized that’s not how to win an argument and tried to tone myself back in. Sal also called in his loss prevention officer Chris at this point. Chris was a nice enough guy he got my an alcohol wipe and bandaid for my hand I cut unloading the snowblower with the guys. Sal then had me call a call center to explain the situation and they said I could exchange it for an identical item but when it came to light they had none she transferred me to her manager but then hung up after about 5 minutes of hold. At this point I was beaten down, I lost. I said to Sal she said I could return for an identical item. Is there any way I can do it for future stock or at another store. He said Berlin and Orange are the only stores that have any. Ok Sal can you please have some of your guys help me load it back into my truck. 2 hours and I was beaten down to the point where I will never pay cash for anything again.

Or as Alex and Sal would say, just don’t “loose” your receipt.

My girlfriend doesn’t think I can avoid HD for long but we will see.

PS Berlin had none but the guy Hector was super nice and I was kind of expecting that outcome so I didn’t even unload it and just put my tail between my legs and walked back out. I didn’t try Orange as I’m happy with my rusty machine at this point. Ok

I think if I use some rust remover I can pretty much say I have a new snowblower. Let’s just hope it starts Monday 🙏

Sorry for the book, just first time I’ve had such an experience with a hardware...

Went to home depot about a week after my order was placed. Never received a message saying my order was ready but called ahead to confirm I could still pick it up. I was told that if I don't mind waiting that I could come pick up. So I did that, went to the store, called right before I arrived and they told me to call back even though I was 2 minutes away. Arrive at home depot, called in.. Took them about 5 minutes to answer the phone, then when the call was picked up. I was greeted by a snarky woman named Molly with a HUGE attitude. She was instantly rude and told me I had to wait for my order to be picked. So I waited, for about an hour in the parking lot and watched SEVERAL customers showing up for their pickup orders and leaving. I ask one of the gentlemen bringing out pickup orders what was going on with my order and I had been waiting for an hour. He went inside and came back out saying I had to come back tomorrow. AFTER WAITING FOR MY ORDER TO BE PULLED FOR AN HOUR, THEY ONLY HAD 4 DOORS TO GRAB.

I go home and call the next day, low and behold. Customer service said they had to cancel my order after me waiting a week for my order to be filled, then waiting outside for AN HOUR for pickup as they claimed they were picking it. (MIND YOU EVERYTHING CLAIMED TO BE IN STOCK WHEN ORDERED AND I CONFIRMED EVERYTHING WAS AT THE MIDDLETOWN STORE). I also confirmed with online AND with another phone call to the store to see if they could make sure the doors were in stock and they were!

UNEXCEPTABLE HOME DEPOT, THIS ORDER WAS OVER $1000 AND WAS JUST THE START OF WHAT I NEED FOR MY HOME. After this experience I will no longer be using Home Depot as they do not appreciate or take care of their customers. I will be doing all of my home improvement business through Lowes...

On Saturday my husband and I visited this store to purchase a grill, we saw they had 6 in stock online. We wanted to see it in person rather than having it shipped. A very helpful employee named Steve assisted us and assured us it would not be long for them to pull a new one as he didn't want to sell us the floor model. We were told someone would have it ready in 15 minutes. We went to pay for it first to save time. They said due to how busy it was, they would need another 15 minutes, so we left and said we'd be back soon. We came back 45 minutes later and it still had not been pulled. I told them we'd come back the next day. That next day, I still had not received my email that it was ready, so I called, and they told me it would be ready soon and to be on the lookout for an email. The day went by, still no email. Called later in the day to be sure they had my correct email, which they did, again saying it would be ready soon. Monday morning came, I called and they asked when I'd like to get it as they'd have a new one in a box waiting. I said 2 hours. 3 hours later I'm at the store (still no email, but phone recording said it's ready) and they are trying to get me the floor model, which I refused. Now they are trying to order a new one to be shipped to my home, but their computers are not working. This is a ridiculous experience and if I did not have home depot gift cards, I'd get my money back and purchase...