The Home Depot — Local services in Secaucus

Worst store I have ever dealt with for in-store pick up. Yesterday I placed an order around 3:30PM for four items. I received a call around 5:30PM telling me that they did not have two of the items, but they did have the other two. I found that odd since their on-line ordering system showed over 20 in stock for one of the items they claimed not to have and I honestly can't imagine that they would sell that many of one kind of flashlight in 2 hours (at 7:00PM, their system showed the same number still in stock). The woman asked me when I wanted to pick up my order - a strange questions since it is irrelevant when I want to get them since I cannot until they send me a confirmation that they are ready. To make the person happy I said "In an hour or so". I waited, and waited and waited for the email confirming the items were ready, but it did not come. Finally, at 8:25PM I received notification that it was ready -- a half an hour before the store closed - WTH! If the woman knew what items they did, and did not, have when she called at 5:30, why did it take 3 hours to flag the order as ready for pick up? In order for her to know, she must have had the items in her hand.

This is not the first time I have had a similar experience at this store. On another occasion I placed an order around 2:00PM for 2 or 3 items. That time I received and email after the store closed (around 10:00PM) telling me my order was ready for pick up. Huh??!!!

Orders placed in the morning seem to be addressed in a much more timely manner (within 1-2 hours at most). The problem happens (at least for me) with the evening crew. It seems that the team working until closing wants to do as little as possible. Not being able to find the item that their system shows 20+ in stock and the late ready for pick up alerts is pretty clear. They just are not that enthusiastic about...

Many successful and good visits at this location. However, given the last visit (for a trivial return), I wouldn't visit this location if you have an otherwise simple return/customer service issue to deal with. Although the individual in question on said date was, Renee... She did not provide any useful or tangible help that's offered nationwide. I chose to visit this one HD because it happened to be closest given the day and return in question I wished to resolve quickly to be done with... But she made it an ordeal. Even after word for word explaining how previously at this same store I've ordered multiple items and made a request for a return with NO issues. She pressed the matter so as to, "educate me". Wherein the attempt to call the manager was unsuccessful. Waited approximately 15-20 mins after which it was evident this was going nowhere.. Although I was and still am curious why she cut the tape on an unsealed brand new packaged item I intended to return if she did not intend to fulfill the purpose of actually helping in the return process?.. Either way, I documented it personally so as to show this package was opened by this associate at this location upon this exact date, for future reference. It's unfortunate, you may perhaps find someone else either kinder, willing to help, or simply - wanting to. I did not, so 'YMMV'. Pick any HD within a 5mi radius and go there rather than here. Thank you Renee, and thank you for misinforming other members in your department regarding such matters. This too was also documented and recorded in the event HD or other parties in a position of CS help would deem it...

I’ve noticed a recurring issue at Home Depot that seems tied to gender bias. As a woman, I often find it much harder to get assistance compared to men. Today was another frustrating example. I spoke to an associate named Joe, who told me to go home, get measurements, and return so he could help me with what I needed. I followed his instructions, but when I came back, Joe was nowhere to be found. I was told he had been sent out on a delivery. This is unacceptable. If you instruct a customer to return for assistance, you should make sure someone is available to help them upon their return.

Meanwhile, I watched other male customers receive prompt and friendly service, while I was left scrambling to find help. I asked for a manager, but even that didn’t resolve the issue.

This isn’t the first time I’ve experienced this kind of treatment. Whether I’m looking for tools, ladders, or other supplies, I consistently notice men being prioritized for assistance, while I’m left to figure things out on my own. This behavior is not only frustrating but also points to a deeper issue of bias among staff.

Home Depot needs to investigate and address these problems. Everyone, regardless of gender, deserves equal and respectful treatment. Until these issues are resolved, I will be rethinking where I shop for my home...