The Home Depot — Local services in Moreno Valley

I went to the Home Depot store 12255 Pigeon Pass Road Moreno Valley, CA 92557 on 04/10/23. I needed to purchase a new screen door that was not the standard size at that time that you carried in the store, I bought the screen in the store with me. I waited 40 mins for help in the windows department before another employee told me that Contractors desk can help me because the Windows person was on lunch and the only person in that department. I went to that department and waiting another 20 mins in line for a lady to tell me she couldn’t order that size door that I had to go back to the windows department, the person was still not back, I asked for a manager because at this point I have been in the store for an hour trying to make a purchase. The manager asked another guy name Joel to help me since he is their specialist, Joel had some trouble but said he figured it out, he measured my screen that I had with me and placed my order on my Home Depot card. I threw my current screen away since I ordered a new one, I did not get a call or email that my new screen door was available I had to call. I went into the store 05/04/2023 to pick up order, one I waited 20 mins for them to bring a screen that was not mine and was damaged and had rips, luckily, I noticed the screen did not look correct. After another 30 minutes they finally found my order and bought it out. I took the screen door home and put it on the door to realize it did not fit, it’s about 1 ½ to short. I called the store and spoke to a manager name Ryan who told me to come into the store so they can figure it. After two trips to the store and another 3 hours I was told it was nothing they can do because I gave them those dimensions when Joel used his own measuring tape to do it. I asked after all the trouble and issue and you employee taking the measurements if the screen can be redone or fixed to fit and I was told custom doors are non-returnable and there is nothing they can do. I asked for the mfg name and number so I can see if they have a piece, they can send me or anything they can do, and I was told they can not provide me with that information. I am not asking for a refund I just need a screen door to fit which is why I ordered it, I spent over $300 dollars for them to tell me they now have that size on the floor if I want to purchase. That is unacceptable and the overall service was horrible, I asked for the General manager, and they would not give me his information. I would like someone to reach out to me with a resolution on how this issue...

On November 29th, I purchased a Traeger 575 grill and cover, taking advantage of the advertised free assembly and delivery offer. While setting up delivery instructions at the register, I was assured my items would be delivered the next day, November 30th, between 6:00 AM and 8:00 PM. Unfortunately, the events that followed were nothing short of frustrating and unacceptable.

Despite waiting all day, I received no communication or updates regarding my delivery. I first contacted the store at 12:36 PM and spoke with a representative who assured me the items were scheduled for delivery and that I would be notified 30 minutes prior to their arrival. When I followed up again at 4:53 PM, I was told that my items were being sent from the Perris Boulevard store and that I would need to contact them for further details.

Upon calling the Perris Boulevard location, I was informed that my order was still at their store and had not even been picked up for delivery. By the end of the promised delivery window at 8:00 PM, my items still had not arrived, and I had not received a single update from the store, the delivery service, or anyone at Home Depot. This complete lack of communication left me sitting at home all day, wasting my Saturday.

Adding insult to injury, I later learned that there was an option to pay extra for a shorter delivery window, something I was never informed about during the purchase process. When I called for a resolution, I was given the option to pick up the items myself for a discount or reschedule delivery for three days later. Both options were impractical and dismissive of the inconvenience I had already endured.

This experience has completely eroded my trust in Home Depot’s delivery and customer service systems. I spent nearly $1,000 at your store, and yet I was treated as though my business didn’t matter. The lack of communication—not pricing, product quality, or even the initial service—is the primary reason I decided to return everything and take my business elsewhere.

I strongly urge Home Depot to reevaluate its delivery and customer service protocols. Customers deserve timely updates, clear communication, and accountability. A simple phone call to notify me of a delay or to reschedule would have made all the difference. Instead, I was met with silence and excuses.

I hope this feedback prompts meaningful improvements, as no customer should have to endure such a disappointing...

My first time here at Home Depot and after today's visit it certainly will not be my last! Never in my life have I ever received such EXTRAORDINARY guest service as I did on my visit here.

I was skeptical at first because it was my first time shopping for wood slats and I had no idea what to do. Luckily I had my measurements written down and when I went to the lumber section I was immediately helped by an employee whose name I have now forgotten. He helped me choose the best wooden planks to use for my bed frame and had such a friendly disposition while helping me.

I came home very satisfied after not only receiving great customer service but at an incredibly low price as well! I had to come back to the store ten minutes later, however, because I found out that one of my wooden slats needed to be cut a little bit smaller.

Here is where Bill, a store supervisor, comes in. With only one hour left to closing, he came to help me out with my wooden slats with one problem--the machinery can't make cuts smaller than 8"! That was a big problem because I needed it to be cut down to 6.5"... After a lot of creative thinking and suggestions, Bill finally decided to take me over to purchase a wooden rod that he cut BY HAND into 8 small pieces so that my two boards could act as a tiny table. That way, I would be able to reuse the wood I had already purchased and reinforce it with a much stronger method.

I learned a lot about Bill during the time he helped me during my visit, one of those things is that he is incredibly smart and genuinely friendly. He smiled the entire time, laughed and shared a few stories as he slaved away with the hand saw, and made some excellent recommendations on how to maximize this purchase with the lowest cost! I was seriously so impressed by his service. I never knew Home Depot could go this far and beyond to deliver such help to an unsuspecting guest.

I can honestly say that within the hour that I spent in this store, I have never received such outstanding, individualized guest service in my entire life. Well done, Home Depot. You guys are doing something...