The Home Depot — Local services in Thornton

Home Depot's service to their customers varies greatly by different store locations. This store located at 10003 Grant St. in Thornton, Colorado is terrible! Their inventory and upkeep of keeping in stock popular selling building material items is poor. Many times I've ended up going to another home improvement store to buy something that this store was out of stock. And if your a contractor don't plan on purchasing large bulky items or heavy amounts of concrete or lumber because they close all the registers and the entrance/exit door down on the building materials side of the store down at 8pm, and then expect their customers to have to push fully loaded carts of lumber or concrete through aisles over crowded with display product boxes to the self check out. Many times I can't even make it through with lumber in 16 foot lengths or 20 foot pieces of rebar. On March 21, 2023 I purchased $602.00 in building materials, tools, drill bits and safety equipment. I paid $362 in cash then the remaining balance using my pre-paid Ace Flare Debit Account debit card of $240. The customer on the job these materials were for changed his mind about an elevation of height of the top of a concrete slab, therefore not requiring a floor drain in p-trap and parts. When I went to return the items with the receipt the home Depot associate said, "Ok, that'll be $202.49 going back on your debit card do you have it with you?" I replied, "Yes, but I only want to proceed if these funds are going back onto my card immediately. I don't want to wait 3 days like what happened last time." She said, "Yes " then asked me to slide my card through the pen pad card reader device. An hour later when I attempted to purchase something at another store my transaction was denied due to insufficient funds. I called my card company and they verified it was because of insufficient funds. They also said there were no pending transactions for home Depot crediting the $202.49 in merchandise I returned. I went back to home Depot to raise a fuss with the return associate I had delt with prior. She called the manager whom was completely powerless to do anything about it. She couldn't cancel the transaction and then give me cash back and informed me it could take between 3 to 10 business days for the money to be put back on my card. Home Depot can instantly take the funds off my card when I buy merchandise from them. And when I pay the majority of a purchase using cash and the smaller balance using a card, when I return anything they tell me they can only return the funds to my card. Which then I have to wait 3 to 10 business days to actually receive. They insisted it's my bank causing the delay, yet my bank says no pending transaction from Home Depot. This is theft! Building materials are commodities and are valuable worth money similar to gold or silver...or money! Yet I return something and they receive the product or the commodity from me and they give me a receipt showing the value of the returned produced as negative or being put back on my card. But the money doesn't get put back on for 3 to 10 business days. This is unacceptable! Home Depot, you have lost a long time customer that spends up to $200,000.00 of my and my customer's money annually. I expect to be treated better then your ways of theft....

First off the store manager James, is the only reason I will continue to shop at Home Depot. I am fixing up my house to put on the market. I made two very expensive trips in the past week and both times I had similar negative experiences, but the last trip James went out of his way to secure my business. CONS: WHEN ASKING IF THEY CARRY AN ITEM I WAS EITHER POINTED IN A DIRECTION OR TOLD WHAT ISLE IT "MIGHT" BE ON. When a store has a computer tracking system, why not find it there and WALK the customer to the item/s? TELLING ME, "This is not my department" is an unacceptable response. When I needed some pipe cut and threaded, I was first told it was not my department and they would get someone to assist me. 22 minutes later (yes I timed it) I decided to ask someone else for assistance. Kathy, who worked in the department, expressed great concern over the fact that no one was available to cut pipe. After a lengthy discussion over the phone with someone describing how she was too short to operate the machine, she basically said they are trying to find someone to assist me. 12 minutes later, two team members arrived and both seemed unwilling at first. After explaining I am a member of the pipe trades I said I could walk them through the operation. Miguel Chacon was an outstanding employee who gave it a shot, after his third attempt, the pipe was cut and threaded to my high standards. That young man deserves kudos for his effort and persistence. After it was completed, the store was closing. I was frustrated because I had my contractor coming first thing in the morning and needed my materials required. I asked if I could store my cart somewhere so I wouldn't have to start over in the morning. Miguel politely asked Kathy (yes the same Kathy) if I could finish my shopping, and she clearly pointed that she didn't think so, the store is closing and made me feel as if it were my fault for coming in so late. I pointed out I had been there since 8pm and if I would have had assistance in her department I would have been finished much sooner. At which point she began to argue with me! Miguel contacted the manager, who allowed me to finish my shopping.

PROS: Miguel immediately asked me what else was on my list and ran off to fetch the largest item on my list. I went in the other direction to grab the last few items and ran across Mikey Anderson, who when I asked him for help, stopped what he was doing (he is night stocker), and walked me directly to the item! Then he asked what's next!! James the store manager kept a register open for me and over saw my purchase! When the PayPal payment system wouldn't work, he feverishly sought answers to assist me! When it was all said and done, it was 11pm. James stayed and he kept the store running to provide me with customer service well after closing! He even assisted me carrying the items to my car! Melissa also deserves a nod. When the bathroom section was closed due to picker in area, she halted the process so I could use...

Tried four times in three weeks to purchase a refrigerator I had picked out at this Grant Street, Home Depot. A very nice, black man of about 30 with a large tool belt tried to help the first time but stated he didn't work that department. He radioed twice for assistance but no one responded. He eventually found someone who worked in appliances. A name on his apron said, Ron. He stated he was on his lunch break and couldn't help and had no idea where the second person that supposedly was in the appliance department could be found. The gentleman with the tool belt, sorry, I didn't get his name, walked me up to customer service where a 20 something was stationed. The young man stated he could not or more likely would not assist. Another day in the next week I stopped in and a heavy set blonde was on the computer at the central work station. She seemed annoyed that I would bother her but she went over the intercom requesting assistance. No one responded in approx. 20 minutes. Yesterday, Memorial day, 5/26 My wife and I stopped in to see if we could make the purchase. An attractive, young woman was extremely busy but tried to get someone to help. We waited about 10-12 minutes but no assistance was forth coming. As we left we observed approximately 5-6 employees standing around the checkout area monitoring(?) the customers making purchases. We desperately needed a refrigerator for our rental unit. We left and a few hours later, I returned a final time to see if I could finally purchase the refrigerator. The young woman, Yaretzi, I believe her name was, showed outstanding customer service. She remembered my wife and I from earlier and apologized for them being so busy before and being unable to assist us at that time. She quickly rang me out and scheduled delivery for this Wednesday 5/28/25, Home Depot would have received one star had it not been for this young lady. The only reason I returned so many times is I have had bad experiences with Lowe's and how I was treated as a veteran. I didn't want to buy a damaged appliance from Appliance factory as having receiving extremely bad service from them years ago when their delivery men damaged our kitchen floor and refused to...