The Home Depot — Local services in Snellville

As a business owner & a Pro-Xtra member I shop at this particular Home Depot 4-5 times a week for my business supplies and material. For the first time I decided to use HD for countertops which was a TERRIBLE decision. I have never experienced so much unprofessionalism, neglect, & lack of follow through from staff, management, & their contracted installment company, Mega Granite. We initially worked with Ernie and were told that counters are installed through Mega Granite and typically takes 2-3 weeks to install which was great because we were going to appraisal on this property. I picked the countertops that day and paid in full. A week later someone from Mega came, took measurements & said we should hear from scheduling once the counters are ready. After two weeks with no word we went to HD for the status of our order. There was a problem with our order and Ernie claimed to be working on it. Another week goes by & we go back to HD to find out that the order needed to be corrected because the measurements were off by .63 square ft. & he recommended we speak with Daniel the manager the next day. After hunting Daniel down he seemed unaware of the issue with our order. Despite him not having full knowledge of the situation, he was willing to try to help resolve it. He ultimately had to cancel & refund the original order & resubmit it. BUT he tells us that the refund wouldn't be available for 3 days & that we had to pay again or wait for the refund. So not only did we pay thousands of dollars upfront initially via our business credit, but with appraisal around the corner we then paid thousands of dollars again, this time in CASH. For our inconvenience Daniel said that after the counters were installed he'd issue a $400 refund & that his district manager Howard was in that day & he'd escalate our issue to him in order to get us installed sooner & that Mega would be calling us within 24 to 48 hours to schedule. Awesome! Mega never called within that time frame. We ended up calling Mega for an install date and they advised that we had to wait for scheduling to call us. I gather Daniel never escalated it to Howard or Howard never reached out to Mega for scheduling. A month later, finally install day & just when we thought we were done with this ordeal not only did Mega send slabs with misaligned veining but their initial measurements were also incorrect. In our frustration we began to call Mega's liaison Stephanie and left multiple messages. We dialed every number and it wasn't until someone internally transferred us to her that she answered. She was rude, unapologetic, unknowledgeable about our case which we'd left numerous messages about. She stated that the delay was with the manufacturer when it was really with the measurement. She was completely uninterested in doing her job & when asked who our account manager was, she made it seem as though she had no dealing with the account beyond HD placing the order despite her being the HD liaison & she avoided our calls when issues arose. We returned to HD and spoke with Daniel who was just as tired of the situation as we were and offered a $500 refund which we rejected due to the overall experience with HD and Mega. He then offered to escalate it to HD Corporate Customer Service to request refund of Mega's profit from our transaction which we accepted. Daniel said that he would reach out to us with the case number but never did. We contacted customer service ourselves and opened a case which got sent back to the same incompetent, neglectful store. Manager Zachary T. called us and started the conversation very apologetic before bluntly getting to the point that he could only offer $400 per his conversation with Daniel. We purchased counters on 8/23 and it wasn't completed until 10/3. After pushing appraisal back multiple times we ultimately ended up going to appraisal with no countertops. The financial impact of choosing HD for our business need has caused an irreparable effect to the appraisal of our property and we will continue to escalate to HD...

I had to write this review to express my utmost disappointment & frustration with my recent experience with Home Depot, specifically regarding my second kitchen installation project. As a loyal customer for many years, I have come to expect a high level of service & professionalism from HD, & my recent encounter has left me feeling utterly let down. Even after they placed yearly limitations on the military discounts, I still remained a loyal customer.

To begin with, the most glaring issue I encountered during this ordeal was the complete inability to reach the management team at my local Home Depot store over the phone. It is astonishing that a major retailer like Home Depot would allow such a fundamental communication breakdown to persist. I repeatedly attempted to contact management to address the numerous issues I was facing, only to be met with unsuccessful attempts, lengthy hold times, & ultimately, no resolution even after leaving a message for a return call. There were days where I had to drive 30 minutes to the store to speak with a manager in person. This lack of accessibility to management is not only frustrating but also reflects poorly on the company's commitment to customer service.

The core issue that prompted my attempts to contact management was the poor quality/damaged kitchen cabinets (American Woodmark) that were delivered & redelivered more than 3 times with long waits in-between. In addition, the installation team who did my countertops displayed a shocking lack of attention to detail & craftsmanship & caused damage to one of my cabinets. I had to contact management at Home Depot to resolve the issue of course. The countertops were improperly cut which caused the damage, & the overall finish of my cabinets was subpar. Such shoddy workmanship is inexcusable & has left me with a kitchen that falls far short of my expectations.

Furthermore, I have been deeply disappointed by the frequent turnover/change of positions in the management team at my local HD store. It appears that there is a revolving door of managers, making it nearly impossible to build a rapport or establish accountability for the ongoing issues. First I was dealing with Jamie & then it was Daniel afterwards. This constant change in leadership has only exacerbated the frustration & confusion surrounding my kitchen installation project. The project took over six months & it was a small kitchen.

Even when I did manage to reach a member of the management team, there was a severe lack of follow-up & accountability. Promises were made to address the installation issues promptly, but they were not fulfilled. It is disheartening to see such a lack of commitment to resolving customer concerns & ensuring that HD upholds its reputation for quality & service.

Lastly, I must mention the recurring issue of my kitchen designer always being on vacation (Mr. Ernie). It is astonishing that a key team member responsible for guiding customers through a significant project would consistently be unavailable. This not only delayed my queries with project issues but also made it exceptionally difficult to make important decisions & revisions along the way. Now, I respect anyone who has dedicated 30 years to one organization & has earned their vacation time but it literally felt like he was on vacation every single month!!

In conclusion, my experience with the Snellville Home Depot during this kitchen installation project has been nothing short of a nightmare. From the inability to reach management on the phone, the poor quality of workmanship, & the constant change in management, to the lack of follow-up (this also happened today, I had to call management again myself) & the unavailability of my kitchen designer, this entire experience has been a disappointment.

I hope that Home Depot takes these concerns seriously & takes immediate steps to rectify these issues & restore my faith in the company and their commitment to customer satisfaction. I spent over $35k for two kitchen designs only to be offered $500 compensation...

I’m coming to this Home DEPOT for the last three years now I’ve been coming here for all of my needs for about 25 years but the last three years I’ve been helping homeless and they’ve helped us with a Christmas tree for one family the last three years I’ve been coming in and getting dead plants not dead, but you know almost dead, and I bring them to the church and then the kids get to replant them and see if they can bring them back to life. They throw these plants away daily and I get it policy to not give them away, but I’m not asking for them so I can return them you know that they literally act as if everybody’s out to scam everyone and needless to say there are scammers out here I get that but seeing how this is the fourth year that I’ve done this well there’s a new manager named Cynthia here or Cindy. she’s an Asian woman and I went in and just spoke to her about taking. I only have 10 10 kids so I would only need 10 plants Again the ones they’re throwing out she was rude and disrespectful. Asked me if I had proof of that first of all I’ve never needed proof of it second if they actually watered their plants, the way they were supposed to at Home Depot. There wouldn’t be hundreds of dead plants. It’s really just disgusting so these plants could be possibly saved and that’s the whole reason that we started doing this to show the kids that just because something is wilted or doesn’t have flowers or isn’t in the greatest shape does not mean that it can’t be saved and not to mention you know, planting fruits and vegetables. This lady was so rude so disrespectful who is the manager you spoke to you can you describe what he looks like? Do you have proof? Why do I need proof to take 10 dead plants back to my church? It’s the most ridiculous thing I’ve ever heard in my life. I don’t know what store she comes from but she should probably go back there because I again have been coming here for 25+ years and never ever have I been treated so disrespectful and rude not by just an employee we’re talking management so Miss Cynthia or Cindy whatever once she goes by, she’s the manager I don’t know where she got her qualifications from. I don’t know who trained her, but she is not a people person and when you’re working with the public and you have a management title, you should have a smile on your face, you should be welcoming the second I approached this woman I felt uncomfortable. You could see on her face and feel her disregard like she didn’t want to be there like she didn’t want to discuss it she was just rude and I’m so just ashamed and disgusted that I can’t go into my Home Depot that I’ve been going to for years. Let’s not talk about how much money we have spent at Home Depot when we could’ve just went across the street to Lowe’s, where I will say the people are more friendly. They’re more helpful there on top of their game unfortunately I continue to go to this Home DEPOT because I’ve been going there for years, but I didn’t mention that when I got in there, I asked them to page her in the lady was like for what first of all that’s none of your business second off can you just pay her? She never paid her. She answered the phone And ignored my request to page management and then there was this tall gentleman who said oh she just went this way I spent 25 minutes walking around the store looking for this lady and then I finally came back up to the front and so did the older gentleman and he’s like you still haven’t found her. I said no she said didn’t you ask her to pay her? I said I sure did. He said you’ve been walking around for Almost 30 minutes now I said yes, sir I have so I had to approach the helpdesk again and ask her to please pay her she said for what I said I already told you for what I need to speak to her and she’s like well. I need to know what to tell her. I said all you need to tell her is she is needed upfront she gets on their pages her and I hear her under her breath whisper something to her how professional these two don’t belong working with...