The Home Depot — Local services in Westerly

The reason for this review is to express my disgust with an experience at the Westerly store in hopes that other customers don’t have to go through the same.

An exterior door had to be changed at home and after taking measurements and receiving help from a local Home depot, the wrong door was purchased. When returning the door, I learned the size I needed wasn’t a size carried in store but Westerly had it in stock.

These are my best estimates for timeline but please review camera footage for accuracy.

Saturday 6/17/23 9:21 PM – I called The Westerly store and spoke to Erin. She stated door (SKU 812325) was available but the screen (SKU 609440) was not 9:55 PM – I arrived at the Pro entrance. The doors were locked so I ran to the other entrance. 9:56 PM – As I walked in, Erin and Dan were at the Customer Service Desk. An employee was walking towards the desk and as I begin to tell Erin I was there for the door she had confirmed was in stock the unnamed employee turned around. 10:00-10:01 PM – I arrive at customer Service Desk with door and screen which Erin stated was not in stock.

Erin noticed the door size I had pulled was incorrect, which I appreciate. She then stated we are closed. Joshua, who was sitting in a chair behind the customer service desk made a comment along the lines of “if there are 2 or 3 in the system it’s not there, don’t waste your time” I asked I could run back to grab the correct size since it was there. I was almost begging. My wife is 8 months pregnant, I had no exterior door, it was raining and I traveled from Groton CT. Erin gave the “go ahead” and I rushed back to get the right size.

When I called Erin earlier I asked if someone could verify both to prevent a wasted trip. She stated the door was in stock but the screen wasn’t. When I was in the aisle, there were at least 4 screens available. I arrive at the desk with the correct door and screen. I was ok until Joshua made a sarcastic remark. I let him know both the door and screen were in stock contrary to what he had said a few minutes before. It was clear he wasn’t happy about having to ring me up. If you are able, you could see in the video, he made a sarcastic comment and gave a thumbs up. Customer service was not his priority at that point. I commented that the store should do better. I would have been out more quickly had someone been helping. This was in reference to both the employee walking away as I first arrived and watching Joshua make comments while sitting.

As Joshua was ringing mw out I asked to speak to a manager and he pointed to Dan, who was right behind him. Having worked retail and customer service, I understand how a Saturday night can be. I expressed the same concern as I did to Joshua of the store needing to do better. I understand I came in late and wasn’t looking for a consult. I knew exactly what I needed and didn’t feel the employees were doing anything to assist. Dan continued with shallow comments. I don’t recall the order but among them were “We’re short staffed, my employees are off the clock.”

After paying for the items, I asked if someone can assist me in loading the two large items into my car. Dan says “No, my employees are off the clock” There was a 4th person in a green shirt and glasses who stepped in to use a computer. I asked if no one will assist me and the person in the green shirt adamantly responded. NO!

I left the store with the cart and parked it so the merchandise didn’t get wet as I was still parked in the Pro area. While I’m loading the doors, the person in green shirt who was identified as security said “Sorry”. In my anger I said nothing.

My disgust comes from how comfortable all 4 employees were at lacking customer service. This indicates I’m not the first to experience this but can only hope I’m the last.. Again my hopes are to bring this to your attention if it hasn’t been brought and to be sure the employees are aware their poor behavior is a reflection on the company.

I will not shop at the...

Go visit CHRIS IN WESTERLY for the BEST EXPERIENCE EVER! I am constantly at all of the Homedepot‘s lately, especially due to the fact that online ordering is never accurate so therefore, I have to personally go into the stores and comb through to make sure that they have the different items needed for my newly built home that we are now putting the finishing touches on, and until today I was about to give up on the HD CUSTOMER SERVICE entirely, then I met Chris in westerly. He is a TOP-NOTCH customer service associate & by far the best sales person I’ve ever dealt with PERIOD!! He is So very knowledgeable & kind. He was able to answer all my questions & concerns. Then get this- He even helped me load the very awkwardly large & very heavy wooden Countertop into my truck. He was ever so patient getting it to fit, it wasn’t easy considering it was almost 10 feet long and over 80 pounds & even though he was pretty much off his shift in minutes, he did not rush me at all! He was able to adjust & secure the Monster of a piece of solid oak. I am ever so greatful because I had my contractors waiting patiently in my kitchen for this piece. It was a miracle that he was able to help & not only did he walk me over to customer service to make sure I was honored the sale price for the item, also I would’ve never been able to get this in the car on my own and just for the record. In the past I have lugged bags of 50 pound mulch in the summer, & in the winter big bags of salt rock! Sadly, never once have I had a hand offered from any of the associates’ Yes today this is my lucky day. I am so appreciative. If Every Business establishment had a GEM like Chris working for them, well let’s just say, “Customer Service would no longer be a dying breed”! I was so impressed, his mom raised him so right. This boy needs to be acknowledged. I hope management will share with him my sincere compliments & give him a pay raise. He DEFINITELY...

NEVER ORDER ONLINE!! (April 2)I purchased a kitchen sink cabinet, a draw cabinet and a counter top online. Got my draw cabinet the next day because it was in store. The sink cabinet and counter was supposed to arrive together the following week( on the 12th) this was pushed a week. Ok. Got the counter top 5 days later but no sink cabinet. Figured ok cabinet well be in in a couple days considering Got no other email about it. Went to the store was told it is on the way but they couldn't track it for some reason they didn't know. But they'll call the vender and give me a call...hahaha no call. 5 days later go back just to be told oh its on the way but have no email about it and no one can track it still. Went back another 5 days, oh good different ppl working maybe help. Well this man actually called because he called me a half hrs after I left the store only to tell me that it got damaged and wanted to know if I wanted it reorder. Yes I do I don't have a kitchen without it. Oh ok well it's not going to be in until may 2 to the 9th! Today is the 6th, got an email saying it was in. Yay to today...so I thought. Went down just to be told nope not in not going to be in until the 12th!! They don't know why I got the email saying it was in. So I say unless it's in the store don't buy it go to Lowes instead! So done with this store. Their system obviously sucks and they don't know what's going on. And this is the second time something like this has happened but the first time was in April 2020 so I understood. Now nope done taking my business to other places don't care if I got to drive half way across the state to go somewhere that's not...