The Home Depot — Local services in Oceanside

I visited the Home Depot location in Oceanside this evening (07/20/25 around 7:30pm) to process a return for items purchased under our Pro Xtra account. What should have been a straightforward transaction turned into a frustrating ordeal marked by unclear policies, unhelpful staff, and outright rudeness, ultimately eroding my confidence in the brand.

As Pro Xtra members, my spouse and I were initially informed by an in-store associate (at this same location) during signup that we qualified for a 365-day return window—a benefit that influenced our decision to join the program and take our business here. However, upon reviewing the Home Depot website prior to my visit, I noted that the extended policy was explicitly mentioned only for Pro Xtra credit card holders, with no clarification for standard members. Seeking confirmation, I called this location, where the representatives seemed unfamiliar with the policy and repeatedly steered the conversation toward applying for a credit card, failing to address my actual question.

For clarity, I contacted the Temecula Home Depot, where staff confidently affirmed that the 365-day return window applies to all Pro Xtra members, regardless of credit card status. Armed with this information, I proceeded to my local store. The associate (a young Hispanic woman wearing glasses, addressed as Bianca by a colleague, though the receipt listed Stephanie) immediately denied the return, citing the standard 90-day limit. When I referenced the Pro Xtra policy and the confirmations I'd received, she speculated it might be exclusive to cardholders and claimed her system wouldn't process it.

Despite my polite attempts to explore solutions—such as providing identification as she suggested—the return was still rejected without explanation. The denial receipt offered no details on the reason, contrary to her assertion. After several requests for clarification, she reluctantly processed one item individually, which was approved. However, she flatly refused to attempt any additional returns, fabricating inconsistent excuses: first claiming the system flags returns over $100 (contradicted by the successful return of $108), then shifting to vague rationales about multiple items not being allowed, even though the remaining items totaled well under $100 combined.

Throughout the interaction, her demeanor was unprofessional and hostile—accusatory tones, dismissive responses, a complete absence of basic courtesies like "please" or "thank you," and sharp barking at other customers about the store's closure time. This experience highlights a broader decline in customer service at Home Depot, with stores increasingly staffed by inexperienced individuals who lack the knowledge or willingness to assist effectively.

As a result, I've decided to take my business elsewhere. Competitors like Lowe's and Ace (dare I say even Harbor Freight) consistently handle things with efficiency and respect, without the unnecessary hurdles. Home Depot, please invest in better training and policy transparency to avoid losing...

If you can go to a different location, do it. I went in to make a semi high dollar purchase, I planned on buying Mikita power tools, a combo kit and a few other add ons to make sure my husband would have whatever he needed for any job he wanted to accomplish. I also selected probably around 15-20 succulents and several other outdoor plants. Once I got to the power tools and decided on what I wanted to get I requested help from an employee because the boxes were empty, they were for display only. I waited where he told me to for about 10-15 mins with 4 rambunctious young children. No one showed. I went over to the cashiers and requested help again, waited where I was asked for about 15-20 mins, no one showed. I was getting annoyed at this point, I think mostly because I was standing right in front of the service desk. So I asked them for help and they said the same thing, asked me to wait in the same area as the first two employees, and again no one showed after ANOTHER 10-15 mins. The employees at the service desk didn't follow up and they weren't busy. It's not like we blended well or were easily ignored, as I mentioned before I had 4 rambunctious children with me, you would think they'd want to help me and get me the heck out of there, lol. I ended up leaving my cart, with all the plants in it, next to the power tools and left. In order to walk out I was passing the entire front counter of the service desk, they watched me walk out not saying a word. If I was an employee there first off I would have followed up on paging for help upon noticing a customer still waiting unhelped without having to be asked, but I would have at the very, very ultimate least apologized. Go to a different location and get...

Normally I don't write reviews. But I feel so disrespected, I feel compelled to write this time. I live near by so I shop at this store all the time. I usually get good experience, but today was horrible. I went there to get some base-molding. I was doing home renovation and needed just few more feet. I got 2 of the 16 footer and some other items then went to the check-out counter (check-out # 9). She scanned the items and asked me how long each one is. I told her they are "sixteen" feet each. She finished her stuff and gave me a receipt. That's when I realized she charged for 120 ft! She must have heard they were 'sixty' feet each, but still holy cow 60 ft? Where is a common sense? Anyway, a misunderstanding could happen. I told her she made a mistake and over charged me. She said she couldn't do anything and told me to go to the customer service. No apology. She seemed annoyed. Still no apology. So I go to the customer service and explained the situation. No apology. Instead, the customer service person wanted to see the product, which I left near the check-out counter. I told her I couldn't bring it, it's too long. Still no apology. Finally, she came to the check-out counter and talked to the cashier in Spanish!! They were talking sometimes pointing at me. I could guess they were probably trying to blame me. I felt very disrespected and annoyed. Still no apology. Finally I was able get the refund. It took about 20 minutes but no apology. People make mistakes. That's given. But, one simple "I'm sorry"...