The Home Depot — Local services in Northville Charter Township

What should have been a painless process ended up being anything but painless. I placed an order via the Home Depot app, and opted for customer pickup at the Northville Home Depot. I received both an email and a text message at 9 am stating that my order was "ready for pickup at the Customer Service desk". I arrived at the store at 10:15 am, and after waiting in line several minutes was finally able to receive service from one of the associates. After giving him my order number, he proceeded to tell me that it would be several more minutes before I would receive my item because "it's waaaay in the back on a top shelf, and someone will have to get it down." I found that to be both inconvenient and off-putting because I had been told that my order was "ready for pickup at the Customer Service desk".

Nonetheless, I waited approximately five more minutes before a very unenthused young man brought my order to me. Unfortunately, the order I was given was an open box item. The sad part is that no one even attempted to hide the fact that it was an open box item because the flaps on the top of the box were sticking up. I now had to take the item back to the gentleman that originally assisted me and instruct him that I had ordered a new, unopened item and that the open box was not acceptable. The added wait times in addition to the lack of customer service regarding the product served to add to my consternation.

The employee was at a complete loss as to what to do to make things right, which would have been to simply provide me with an item in an unopened box. Instead, he went to another associate and asked what he should do. At this point, I've now been in the store for 15 minutes when, in fact, I should have been in and out in no more than five minutes. As the associate came back, he told me that he would request another item in an unopened box. I then asked him how long it would take because my wife and I had an appointment at 11 am, and I had spent far too much time in the store already. He responded with, "I can't tell you how long it will take. What do you say I give you this one and if it doesn't work you can just bring it back?"

His response was rather unbelievable, and showed a complete lack of customer service skills. First, to tell a customer that was previously told that their order was ready when in fact it wasn't, and had been waiting far too long already that, "I can't tell you how long it will take", was very upsetting. Second, to suggest, "What do you say I give you this one and if it doesn't work you can just bring it back?", was like a slap in the face regarding how inconvenient that could have been to me. Fundamentally, instead of focusing on trying to create a good customer experience this gentleman was simply trying to get me out the door.

At this point, I had enough, and I wasn't going to inconvenience myself any further. Therefore, I requested a full refund, and left the store. The good news is that the lack of customer service, and the lack of a customer-centric approach at this store caused me to shop elsewhere. Consequently, I found & purchased the item from Amazon. As a result of our experience, neither my wife or I would recommend ever using the order pickup option at this or any Home Depot. Rather, save yourself the trouble of having to stand in line, deal with poor customer service, and get frustrated, and simply order from Amazon & have it delivered to your...

I love Home Depot and I have been and will continue to be a loyal customer. However, I want to report on a terrible experience because I don't think the treatment I received was right. I came to the Northville, MI location with my partner on Thursday 6.13.24. We needed to purchase ten 2x12x8 pressure treated boards. We saw online there were 77 in stock. Hurried home from work, borrowed a car and arrived around 6:30 pm. There were about 13 boards in the bay and we sifted through all of them. 5 were solid and the remaining 8 had issues. Large knots, cracks, one had a hunk taken out of it and others had pretty serious mangled edges. Above the bay there was a stack but not one we could reach ourselves.

My partner went to ask an associate for assistance and this is when things went wrong. The person that responded to assist us approached in a pretty unfriendly way. No greeting and asked, "How many do you need?" We tell him nicely that we need 5 more. His response, "I'm not getting it down for 5." He went on to tell us after looking at 1 (a single 1) that the remaining 8 were fine. It was clear that this person had the opinion that we should settle for the mangled remaining pieces and that was that. He repeated numerous times that he was not going to "get it down for 5." Another staff came by and said, is there room to get it down? He said, "Yeah there's room, but I'm not getting it down for 5." At that point I said, "Ok, so you have them in stock (I see them 4 feet above me), you have the staff and equipment available to assist me in getting them down, you have the room to place them in the bay, but you're not willing to help me?" I asked if I could talk to a manager and the person walks away to have the conversation so I didn't hear what he said. He came back and told me it's "Store policy" to sell what they have before new ones could be taken down and shelved.

What it comes down to is this employee had the opinion that my partner and I should settle for the damaged pieces bc to him they were "fine." This is clear in how he approached us from the start. I know customer service is hard work though I feel like this person (tall, Caucasian male, slim, bald/buzzed hair, 7 pm in the lumber dept) was just meansprited. He could have helped us but did not want to. And if it is your store policy as he said, can you show me where it says that? Plus he was insulting and said, "You're not going to get a perfect piece." We know that. We did not have unreasonable expectations. My partner has made many things over the years, our bed, entire deck, entertainment center and counter, flower boxes. We simply didn't want the mangled pieces other people had clearly looked over and left as well.

The wood is needed for picnic tables and a memorial flower garden for a remarkable person who passed at 57, we are working on in Southwest Detroit. We ended up driving to a HD in a different city and had no issue. Instead of a 1 hour trip, it turned into 3 bc Northville was a barrier, but we got what we needed. (Following this up by writing a 5 star review for the staff that helped me at the other HD store we...

PLEASE TAKE TIME TO READ THIS A week ago, I went to the Door and Window Department at this store, to order a new sliding door and 2 windows for my Mom’s condominium. Joey Magliocco took great care of me and actually scheduled my door and windows for measurement for later that day! Wonderful! Dave Shevchik, a Senior Design Consultant came, measured and provided me with a quote; which I felt was reasonable. I accepted the quote and signed all necessary forms to initiate the order. He asked for a 50% down payment - no problem ($2,779). I asked how payment could be made. He offered: Home Depot CC, another payment card or by check. As we had ample money in our checking account, I decided to pay by check. He accepted the check and provided me with an email copy of the signed forms. 4 days later, I received a text from Dave, along with a copy of a note from “TeleCheck” saying that my check was declined and providing no further information as to why the check was declined. Dave asked if I’d like to provide another method of payment? I said no, because we had ample funds in the account to cover the small sum. He said that I should contact the Scheduler to get further information. After speaking with her, I found that she could not provide a reason for the check being declined. She said I should call the TeleCheck number provided, to learn the answer. I wasn’t happy about that. However, I did contact them. An agent, with an accent that was difficult to understand, told me that the check was declined because “The Home Depot had not received a check from my account recently.” For this reason and this reason only, they declined the check??? I was dumbfounded by response/answer. I then spoke with her Supervisor. The Supervisor provided me with the same answer! Unreal…. She also said that she could not see into my account to verify funds. I’m not at all sure what their protocol is for accepting a check from a customer??? I then contacted the MOD (Manager on Duty) at the store. He agreed with me that this process made NO sense. He admitted that he couldn’t understand the process either. I’m very upset about this process and lack of communication and understanding. As a result of this nonsense, I am closing our Home Depot credit card account and I am asking my friends and family to please consider doing business elsewhere. I am cancelling the pending order out...