The Home Depot — Local services in San Rafael

I was in your San Rafael store on Saturday December 30th looking to purchase 5 toy car carpet mats for my son, as I had already purchased 2 before Christmas. After looking for them myself I asked someone for help they said they didn't know what I was talking about but look in flooring section. so I made my way back to flooring where I searched for them. finally I found 2 of the same one I purchased and 4 others that were very similar so I decided to get 5 of them. I proceeded to checkout as the lady scanned the mats I noticed the 2 like I previously purchased came up on clearance at 5.98 original priced was 11.99. but the other 3 came up at 20.98.I told her I did not want those and asked if she could please see if there were any more of the ones on clearance. She looked in her computer and it showed there were 34 In the store. So I went in search for them. I went to customer service desk and asked someone could please help me locate the product as I still needed 3 more. She called someone up to help. A very nice young man by the name of Hiawatha came up and I explained what I needed and he started to help me first looking in his hand held computer to see where they should be, he did verify they should have 34 in stock on bay 4, we looked there with no luck, he then said he would try a few other locations in the store, still no luck. I explained where I have found the other 2 along with the higher priced ones so we went to look in that area. He also only saw the higher priced ones there. He looked in his computer again to see the SKU. number to see if they were on upper shelves, again we found nothing. After about 20 minutes of searching every possible place he could think of he politely appoligized and offered to sell me 3 of the higher priced ones at the same price as the 2 I already had. I was so happy and ended up getting 5 play mats. I would like to let you know I frequently shop at this location as I am a big do it yourself project person and unfortunately I always leave your store in shock due to the lack of customer service that is there and most of the time I always tell myself I will not go to that store again. But do to it being the only home Depot near me I always end back up there. I do believe that this young man deserves a huge thank you and I hope you recognize his wonderful customer service skills. He not only took a huge amount of time searching for the product that I needed but he had a very wonderful cheerful attitude about it unlike 99% of your employees that refuse to help customers and seem like they have there job.This is a young man who really sets a great example of what customer service really means. So thanks to Hiawatha I left a happy customer and will continue to shop there. Again please recognize this employee.

Thank You...

What did you do? Change the Kool -Aid? I was incredulous about the positive change at the Home Depot store in San Rafael, CA.

I am your consumer - a homeowner remodeling her house. The one you spend thousands of dollars in marketing to lure me in….

Disclosures regarding this review : No. I don’t have relatives who work at HD. No. I don’t have friends who work at HD. No. I don’t drink Kool-Aid.

I used to hate going to HD until this transformation occurred. Before, employees were pleasant only on the days corporate was visiting. I had experienced it on a couple of occasions when shopping at HD. Now employees are pleasant and helpful at all times. My thought, this is not going to last - not here, not in Marin. Well, well … I have been proven wrong thus, the reason for this letter.

You have a group of devoted, hard working and willing to go the extra mile employees. Which in turn have multiplied the good will of the store. One example, of above and beyond customer service, was Munther Hamdon at appliances. After my purchase of washer and dryer, I was not pleased with the delivery company, product, etc., etc. I called HD appliances expecting NO call back. I left a message saying, “I will call back to speak with you ”. Well, he called twice trying to reach me and left me voice messages. He met me at the store, he was personable, efficient and capable of turning my customer experience into a positive one.

Furthermore, I want to mention the employees in returns, garden, tile, lights, etc. All have amaze me. It is them who make me stay shopping at HD. Who help with my purchases, who at the end of the day make the cash register go, cha-ching ! cha-ching ! Kudos...

after waiting a half hour to get someone to purchase a washing machine, no help we had already researched and knew what one we were getting, someone came to ring us up. Eric was helpful but a rude woman using another computer was annoyed we were actually buying something. Scheduled a delivery for the next day a (12 hour window for delivery) . WE had other stuff to buy and went to front register. Where a large man was to lazy to find SKUs so was up to me to put the item to be scanned under his nose. He still managed on two occasions to ring up an item twice. Fast forward to 7:30 pm the day of delivery, which we have not heard from anyone, get a text saying the washing machine was out for delivery. Okay next day. at 3 check our order status.DELIVERED!!!! no it hasn't so have to call. 25 minutes on hold transferring between a few people. Get to someone at the San Rafael who tells me the order doesn't exist. He has no record of it. I get frustrated and then with no understanding he snaps at me about hey i can't help you, you must have the wrong information, bring a receipt in. Telling a frustrated person only getting more so to drive thirty minutes in the rain so he can see t he recipe in person is such a bad idea. Defeated I say whatever I guess ...click he hangs up on me. anyway my lovely partner notices that the "o" is probably a "0" and that is what it is. she calls and gets a promise of a call back when they figure it out. That was 40 minutes ago. still no washing machine. no idea where it is. just that home depot could seriously use some help with customer service. probably pay there employees more with benefits so they have...