The Home Depot — Local services in Sandy Springs

Update: two days later, I was finally able to go and retrieve my items as they had been scanned into the store finally. They still weren’t readily available to the customer service desk so I had to wait 30 minutes for them to be pulled out from the backroom. I am only amending the review because of how helpful the lady at the desk was with finding it. The guy here on Saturday sucked. The lady here today was reasonable and helpful and didn’t just send me away, she got someone to go find the items and bring them out. Thank you!

TL;DR: Home Depot has $500 worth of my items sitting in their backroom, won’t let me take it or even issue a refund.

I ordered two desks from Home Depot’s online website. They shipped that day and received tracking, they were delivered to the store the following day.

The website said estimated pickup date was Saturday, but it then changed to Thursday AFTER UPS delivered the items to the store.

I arrived at the store on Saturday after the tracking verified the items were available for pick-up, and following the initial timeline that I had been given when they shipped (“Available for pickup Saturday”) I arrived several hours after they received the items.

Waited in line for twenty minutes at the customer service counter. The customer service reps were telling every single customer in front of me no, before even finding out what their problems were, so I didn’t have high hopes.

The rep who was at the counter when I got there, pulled up my order, saw that it was located in the back, and made up an excuse that he can’t “release” an order to me for two full days. Nowhere on the website does it state this, only that shipping (which was already done) may be delayed. I asked to cancel the order and he stated he can’t do that either. Now I am out $500 and have my apartment torn up as I was setting up the space for those desks to be there.

The time he spent telling me and everyone else no, he could’ve just gone back there and dragged the items out. Doesn’t even have to bring them more than 10 feet into the store. I will gladly take them myself the rest of the way. After this is resolved (either by getting my items or disputing the charges on my card for failure to provide the items I purchased and were IN THE BUILDING) I will never shop at Home Depot again.

Also: Home Depot’s customer service phone and text services suck. They take more than an hour to respond to a message, don’t help or don’t know what they’re doing, and all they do is refer you to the automated phone system that doesn’t have...

The truck rental staff was insulting, and patronizing.

I am an licensed attorney--15 years in Florida and 11 years in California, and a former Florida state prosecutor... and I didn't know that I had to wear a business suit to Home Depot to get treated decently. I moved to Georgia about three weeks ago and on Monday July 13 at about 2:45PM I had to rent a truck to assist in moving some furniture. Granted, I still have Florida documents, and to my surprise, I could not access my insurance card online due to their system being down. So I contacted my State Farm insurance agent by phone who promptly emailed me a PDF of my card. The clerk (working with Mannie) questioned why my card didnot have an expiration date. I responded that I have had State Fram for nearly 20 years, they have never put an expiration date on an insurance card, but that it was a six month policy. He stated his State Farm card had an expiration date right next to the active date. At that time, I refused to engage with him any further and contacted my agent who verified to him that the cards do not have exipiration dates, that they are six month policies, and also verified my policy number to him. After the call, the clerk still questioned the validity of my policy by fully examining the card a second time and looking for a policy number. Eventually he rented me the truck. I am an attorney who has prosecuted fraud--never engaged in it and never had a need to. His behavior was unprofessional and highly insulting to me.

I returned the truck approximately two hours later to clerk Mannie full of gas as required. He asked me for a gas receipt, at which time I asked if he would check the gas. He said, "Excuse me? You need to show the receipt." I fished through my wallet, found the receipt, and placed it on the counter. He never even looked at it. I've rented trucks from Home Depot several times before and I have never been asked to prove that I paid for gas by producing receipt! His behavior was patronizing and also very insulting to me.

As a career professional, I feel both of the clerks' actions were baseless unnecessary, and unprofessional. I had provided all the info they requested and they still acted as if I was not legit enough to rent a truck. This to me is a bad reflection on Home Depot overall a store which I love. And for the record, I would have rather been doing 1001 other things that afternoon than renting a truck...

If I could give zero stars, I would. I have had it with home depot. I ordered a microwave and trim kit online - well somewhere in my order, things got mixed up I guess ... and someone from the buckhead store called me to sort it out .. and to make a long story short, the order got placed as though I had gone in store and bought it. Whatever, as long as it was ordered. Fast forward to the delivery .. the microwave came shattered, and the trim kit did not arrive, though on their tracking site, it said both were delivered. We take it to be exchanged at the Sandy Springs/Dunwoody store .... where they tell me I have to take it to the buckhead store since I purchased it from that store. 1. I did an online order and YOUR system got messed up .... I did not buy it in the store 2. NO WHERE on the website does it state that you have to return items to the exact store you bought it from .. in fact, it says the exact opposite "no-hassle returns ... return at any location" ..... We spent 2 HOURS in the Dunwoody store trying to get this thing exchanged. Tirna was very nice and patient but should have been more aggressive in getting us our return sorted through ... there was no reason we should have been there for 2 hours. Then, a woman (HELEN - dark curly haired lady, spanish speaking) came up after I'd been waiting on the return to take place for about an hour .. insisting that she needed Tirna's computer. Tirna told her she couldn't use it because we had been trying to exchange for an hour and didn't want to lose the connection. Helen was still adamant so I spoke up and said "I'm sorry but I've been here for over an hour and if we lose the connection and have to start over I will not be happy." ....to which Helen gave a RUDE look and started laughing .. that woman should be fired. So 2 hours later, we have an order placed. we have agreed to pick up at the buckhead location .... come to find out once the order forms are sent to us, they forgot to order the trim kit and now we're back to having to sort through a mess. Also, when I noticed the trim kit missing from the order and called up, they put me on hold twice and dropped my call twice when transferring me. Awful customer service. Go to Lowe's and...