The Home Depot — Local services in Norfolk

I’m extremely disappointed with my experience involving a $1,611 online order through HomeDepot.com that was ultimately handled through the Military Circle Home Depot. I ordered an item specifically unassembled in the box, but what I received was dented, broken, and already assembled, which made it completely unusable. This was not what I paid for.

I immediately called to report the issue and was given a 10% discount, but the item still didn’t work. When I requested an exchange, I was transferred to the Military Circle Home Depot and was told I’d have to return the defective item first, and only after it was received would I be refunded. I sent the item back on April 25 and placed a second order.

To make matters worse, I was almost sent another damaged, dirty, assembled item—if it hadn't been for the honest delivery driver who called to alert me, I would have been stuck with another unusable product.

Thankfully, Monica, a helpful and professional employee, looked into the situation and assured me she’d resolve it—which she did. I received the new item as ordered. Unfortunately, by April 29, I still hadn’t received my refund for the first product that was returned. When I called HomeDepot.com again, I was told it was being processed, but later I received a call from Military Circle Home Depot telling me I’d have to either come into the store (an hour away) or wait for a paper check, despite having made the purchase online.

I explained that I’m a disabled veteran on a fixed income, and this was a large purchase I’d saved up for. I was also recovering from a leg injury, so I wouldn’t be able to go to the store. I asked to speak to a manager, and while the first employee I spoke to was respectful and kind, I was then transferred to Morgan, an assistant manager, who was belligerent, condescending, and dismissive. She told me that "with a facility as large as theirs, problems are going to happen," and that I had no choice but to come in or wait for a check. She raised her voice and treated me disrespectfully—until I told her I was recording the conversation. Only then did her tone change. I called HomeDepot.com. They called the store and miraculously, my refund, they stated, would be able to be applied to the card I used despite the fact that Morgan stated they wouldn’t be able to do that. She also passed blame to one of her colleagues by saying they should have just issued me a replacement instead of making me buy another one. She didn’t say this in a helpful way, but as if I had made a mistake by doing what the previous Home Depot Military Circle employee had told me to do.

This entire situation has been frustrating, disappointing, and disheartening. I’ve always been a loyal Home Depot customer, but this experience has made me lose confidence in their ability to treat customers with respect and deliver on their promises.

I never intended to deal with Military Circle Home Depot—I ordered online—but the runaround and lack of accountability has been appalling. I still haven’t received my refund. I just want the...

Terrible experience, lazy staff! If it is within one hour of closing, do not attempt to go to this Home Depot. We arrived at 8:30 PM, quickly filled our cart, and were ready to check out by 8:45. We encountered three very lazy employees, two females who are more concerned with having their conversation about some other male employee that they found attractive, and simply stared at us until we moved out of their way while they were walking down the aisle with a spray bottle pretending to clean things. The second was an awful experience at checkout. We had an older gentleman, Calo, who, as we were checking out with our 15 items, berated us for picking up a screwdriver that did not have a price tag on it. We did not notice it did not have a price tag on it when we picked it up, as it was in a wreck full of screwdrivers, and we simply put it in our cart. My husband told him the price on it, which was $5.97, but he looked at my husband and said "well that doesn't help me". Rather than calling for a price check or trying to look it up in his system, he told my husband that he expected him to go find one that did have a price tag. He said our options were either to go find one that had a price tag, or simply to not purchase the item. As my husband went off to find it, he proceeded to tell me that we should have known better than to bring something up that did not have a price tag on it. I informed him that we did not notice it, and that I thought that they could ask another employee for a price check, and then he spent the five minutes it took my husband telling me how It would be easier for us to go, and how another employee would have to come up and look at the item and then go find it and then come back, and how we should have just known better than to have picked one up without a price tag. He kept repeating himself, which was both condescending and obnoxious. What we discovered was that the employees have no interest in being helpful once it is close to closing time. We had just moved to the area and I think we will be avoiding this Home Depot...

This has nothing to do with this particular store but Home Depot in general. I purchased a fridge from them and purchased the extended warranty. The ice maker quit working. I looked online for a possible solution and it’s recommended to check for water flow, water flow was good. Then it was recommended to turn the fridge off for 24 hours. Did it and still no ice so I figured it was time to call the warranty people. Well let me tell you it was a terrible experience. The informed us that they would send an email with some instructions on what to check. It directed us to do exactly what I had already done. I called back and informed them that I had already done that. They pretty much called me a liar. I asked to talk to a supervisor and all of a sudden they could no longer hear me. They informed me to that if I didn’t answer they would hang up. Well they hung up. They did call me back and indicated that they could not hear me on the previous call and then kept saying hello, are you there. Again they hung up. After many phone calls I finally was able to talk to someone who seemed to care. I def say seemed. The scheduled me an appointment, took that day off. Then I get an email confirming the appointment. I didn’t really read it, my fault. The date on the email was different. So I took that day off. The email indicated they would send updates. Never got an update. Called the day of the appointment so I could narrow down arrival time. Was informed appointment had been changed until the following week. I could not believe this. They called the repair company and had them on the phone. I. Asked why the appointment had been changed and all I got was appointment is next week, the repair company was English deprived. I am still here 2 months later with a broken ice make on a 2,000.00 fridge. Home Depot warranty is terrible and there is nothing that the stores can do and no one at...