The Home Depot — Local services in Wentzville

Horrible experience with the manager. Best to avoid this store at all costs.

They had one fire pit left in the style I was supposed to get. Box seemed beat up, and the item had possibly been returned, but the associate I asked assured me that they carefully check these items to make sure all the parts are there, and it isn’t damaged. Yeah, I should’ve laughed and walked out, but my mission was clear and I bought it anyway. Item was a lot heavier than expected, so it was a chore getting it home. And it was a little concerning how many employees had their masks down under their chins. Sure enough, I wrestled the box into the garage, opened the package, and it was bent up quite a bit. I really didn’t want to repackage it and haul it back to the store due to the weight and Covid risks. Called the store, and the associate said they should be able to issue a partial credit or do something for replacement if I can send pictures, and she transferred me to her “manager”. Guy was pretty curt, not at all helpful, said “we don’t have an email you can send pictures to”, and said I have to bring the item back to the store. Instead of that hassle, I called the service number inside the package, and Home Depot customer service bent over backwards to help. I sent the service rep pictures of the damaged parts. (The service rep said the store manager definitely has an email address he could’ve given me). She sent a parts request to the manufacturer, to replace the bent parts if they’re available (which is a long shot). And then she contacted the store manager to try to set up a partial refund. After quite some time, she gets back with me, and is clearly upset and out of breath. She told me about her frustrating experience with this manager, and it sounded like a doozie. We had a couple good laughs at his expense. Fortunately, it looks like Home Depot corporate can resolve the issue. We’ll see. And I’m very glad I (hopefully) won’t have to set foot in that...

I recently came to Wentzville Home Depot in search of a riding lawn mower to make life easier and I’m leaving this review to give proper credit to Joe, Jon, and Robo Rob at the Wentzville location for going above and beyond. Joe helped me sort through the features of various mowers to help me determine which features were most important for the size, terrain, and level of my yard. After that the mower he recommended was not the most expensive mower, but the one best suited for my needs. Initially it looked like we would have to either wait a few days for them to uncrate the mower and assemble it, but while we did some shopping for other items on our list, Joe and Jon prioritized it and got it in rated and assembled for us right then and there so it was all ready to go for us before we left and I was able to mow my lawn with it that day instead of waiting. “Robo” Rob took some time with me to help me pick out a trimmer that I could change the attachment with different tools like a tiller and also came with a leaf blower at a discounted price. He really took his time with us to make sure we found the right option and had everything we needed to get started with it.

Joe, Jon, and Robo Rob were all honest with great attitudes and made finding what I needed easier. Lately I’ve noticed grown adults with terrible customer service at other retail stores, where the employees treat you like an inconvenience and seem to have no obligation to even speaking to you. I just wanted to leave this review so that Joe, Jon, and Rob get proper credit from management for going above and beyond. They would all be great options for management opportunities where they can help spread those...

Honestly I’ve never written a Google Review, and I absolutely love this store and 99% of the team members that work here. I’m writing this because of an interaction I had while trying to return a Milwaukee product that was still within its return limit.l and am extremely unprofessional employee. The “Lead Customer Service” representative or similar titled employee named Brandon, refused to honor my request for a return on a product within the return policy and told me I stood for asking that similar products be replaced

I requested that one part out of a set tools be replaced for my Milwaukee trimmer set. He told me I needed to replace the entire combo it came from, and when I informed him I had already checked the shelf and the kit was not available, he was unwilling to make the exchange. I only needed to replace the one part, the base for attachment, and was willing to swap it for an exact replacement instead of shipping it off to Milwaukee. I also told him I would be willing to exchange the part that was damaged and a part of lesser value as a complete return since they didn’t have the combo in stock but he refused. He proceeded to tell me he would not make the exchange and that I needed to leave the store as they would be closing soon.

I took the entire set to the O’fallon store that evening and was able to make a direct exchange for the broken tool in less than 10 minutes without question. It’s sucks to see the disparity in quality of service between locations when you have paid for an expensive tool and the staff is unwilling to honor their policy.

I would direct anyone with customer service issues to patronize a...