Reviews for S Reno #8560

My wife and I were planning to re-roof our home and spend around $15,000.00 to complete this project, along with a few other smaller projects while re-decking our roof. We decided to go through The Home Depot for this and ended completed our purchases at Store #8560 in South Reno, Nevada. We placed our large purchase for the bulk of our materials needed for this project through the PRO Desk, order # H8560-54667. I wanted to provide you with my feedback in regards to the customer service I received for this large project, as there were several issues that we faced during the course of this project. The issues are bolded and numbered with the details following. Issue #1: Poor customer service through PRO Desk Associates I put together a full list of all materials needed for our roofing project with part numbers I found on Home Depot’s website and prices, to provide as much detail Home Depot associate. I first went to the store in South Carson City, Store #3312. When I went in, no one was available at the PRO Desk to assist me with a quote, so I found an employee that asked me to leave my detailed list of materials needed and contact information, so a PRO Desk associate could contact me later. On this list, I provided instructions about how to break up the order. I wanted two deliveries, the first delivery to be placed on our driveway and the second to be delivered 6 days later for rooftop delivery. When I received the quote from this store, it was all set up for one delivery on our driveway and the associate also changed a few of the materials I was ordering without consulting me first because I should want those products instead. I spoke with the associate about it to break the order up into two deliveries and to ask about why I had different items on the list. The Home Depot representative only corrected some of the items, so the quote had the incorrect material listing from what I wanted. He then resent a quote, breaking out the items for rooftop delivery, but did not send a quote for the rest of the items. I then spoke with him again to get a quote involving both deliveries for the order so I know how much it will cost and he never got back to me. I then went to South Reno, Nevada Store #8560 and spoke with their PRO Desk. They broke the quote out into the two deliveries like I wanted, included the materials I listed, and got me a good price for the quote, so I proceeded with this store. Issue #2: Overcharged several times and had to be refunded several times After placing the order, a few days later, I received a call from the PRO Desk saying that they charged me an additional delivery fee (to carry materials into the home), which they were going to refund back to my card and they did refund me this money. As we got closer to the day of delivery, I received another call saying they double charged me for one of the items I had ordered and they were going to refund that back to me as well, which they did as well. Issue #3: Delivery of items not complete, or at the scheduled time and day as discussed at the PRO Desk For the first deliver, I requested a set time for deliver, to be between 8 AM and 10 AM on that day. I was told there would be a $75 charge, and I said to set it up. Most of the items for my first delivery were delivered around 2 PM instead and the insulation I ordered was not delivered at this time. I was told by the driver that they had a second truck making deliveries that day that had my insulation on it and that it would be coming shortly. The truck never arrived. The next day, I went into the store and found the insulation I ordered was sitting in the store on pallets, wrapped with my name on it. I spoke with an associate at the PRO Desk about this and they said they had no idea why it had not been delivered when it was supposed to, but they had a driver there who could deliver it that day, which they did. I also asked about the $75 charge for getting my items delivered at a set time, and was told I was not charged for that. For my second delivery, which was rooftop delivery, it was scheduled for Thursday, May 30. As it was getting close to 2pm that day and no one called, I decided to call the PRO Desk to ask what the status of my delivery was. The associate initially stated that it had been scheduled for delivery on June 8, then another associate took over the call and assured me it was scheduled for May 30 and gave me the number to the vendor so I can follow up with them. I spoke with the vendor and they said they were scheduled to deliver on Friday, May 31. We agreed to change the delivery to 7am in the morning on the 31st, which they arrived around 7:10am that day. Issue #4: Additional training needed for associates working the Returns counter; they gave us $988 more than the cost of materials returned As we finished our project, we had extra materials, which I planned into my original order just to make sure I had enough materials. One of these materials where we had extra leftover items was insulation. We ordered 30 packs, which came in 6 bundles of 5. We had one bundle of 5 packages left, so my wife went back to store #8560 to return it. The customer service associate refunded my wife $1,175.11 for a 5 pack of insulation. While at the store, my wife mentioned to the associate that the refund amount seemed really high, but they proceeded with the refund and assured her it was correct. They mentioned that due to the original purchase payment occurring on 2 credit cards that they would refund the money in cash. The associate called another representative who reviewed the order and said they did not have that much cash on hand and that they could mail me a check for the amount. My wife said that would be fine. Then the associate received a call from the accounting department that they had $1,000 in the vault and they could provide $175.11 from the current return register. They ended up giving my wife all $1,175.11 in cash. I got a phone call from Home Depot the next day saying there was an issue with my account and the refund amount from the previous day and they asked that I call them back. Since I received the message late Saturday evening and knowing what the issue was, I went to the store the following Monday on my lunch break and was ready to settle up. I went up to the customer service counter and explained the issue and they said they were calling a manager named “Tessa.” The associate then said that the person she called was not able to come to the desk, but another associate came and helped. They said they just needed to recharge me for the 25 packs that I had not returned. They proceeded to charge me full-price for 25 packs, then I said that I originally ordered them through the PRO Desk at a reduced price, so I should be charged the original discounted price. (My original order was for a discounted price of $36.18 per pack, not the $52 they were attempting ringing up my re-purchase). I asked them about the discrepancy in price and they spent several more minutes trying to figure out why the price was different and how to reduce the price for what I was re-purchasing. They got it settled and I squared the difference. Issue #5: Additional poor customer service (and lying to customers) from associates After getting that insulation return all squared away, I proceeded to call the number which left me a message and spoke with Tessa. She stated that no one had called her regarding me at the customer service desk. I was told by the associate working the Return Counter that she called Tessa and that Tessa was not able to assist at that time. I let Tessa know what had transpired and she thanked me for resolving the issue. No Home Depot associates or managers apologized for this issue, or for the additional time I had to spend to fix their mistake, as it was clearly a training issue that could have been prevented. This was my first time spending more than a few hundred dollars at The Home Depot. My wife and I have plans to do a lot more remodeling and renovation at our house over the next several years, but Home Depot did not provide the top-notch customer service for this large purchase, so we are considering using other companies for future purchases. We hope that this letter is informative to help address several training issues that would assist in providing better customer service from start to end.

C Camarena (an associate) was very knowledgeable and helpful which made a hard decision easy. Nice store. Clean

The in store shopping experience was great. Trying to follow up on the phone was not so great. Have not received the service or products yet. Will update after install.

Staff is super helpful and friendly. Very clean and organized.

I am re-writing my review as requested. While I worked at Home Depot for a year and a half and I know where most everything is. I'm not a completely satisfied customer. Now I shop at this location often. On two purchases the customer service,"after the purchase" was not up to par for a company that advertises itself as experts. I f somronr wwants to contact me I'd more than welcome the contact. Since my purchase of a fridge and flooring , I've gone to another company and ordered carpet,a washer/dryer and a dining table. May I say on the plus side the store is always clean and safe. The employees are great and often save me time and effort on a project.

The store is clean aisle clear. There is always an employee that is willing to assist with requests and with a smile. The employees are always friendly.

This store is stepping up their game. It was clean and well stocked and had everything we needed. An employee, Justin, was amazing and helped us find everything we needed start to finish. Love store #8560 south Reno and team Justin!

This store is in a very convenient location for me since I live just across the street. It is nice to go into a store and have friendly and helpful staff greet you with a smile. Julia helped me find what I was looking for and she made me feel welcome in this store. Some other places act like you're bothering them if you need help finding anything. Keep up the good work!

always clean, good employees

Great people, clean and well organized store.

I spend much of my time building small projects and soon will take on the self-contracting my new home. As someone who has done a few home make-overs, and remodels, I look forward to using Home Depot as my one-stop-shop for all my supplies and even decor!

the store is clean and customer service has been great.

THIS STORE IS AWESOME. SUCH FRIENDLY EMPLOYEES AND MANAGERS. I FEEL LIKE THIS IS AN EXTENSION OF MY HOME. HAD ONE PROBLEM RECENTLY AND BOY, DID THEY FIX THAT PROBLEM IMMEDIATELY. THANK YOU HOME DEPOT...........

Phyllis Lawson was very helpful and courteous.

I was returning unused items from a flooring project and a very courteous young man went with me to unload my car. The person at the Returns Desk was knowledgeable, helpful and pleasant. The whole process went smoothly and quickly. Afterwards I had a Chofu item I needed and was directed/show where they were located in the store.

The staff on 02 December 2018 was very helpful and friendly.

The employees at this store are awesome. Doug, Connor Frace and Rebecca could not have been more helpful with my small but yet complicated project. I will from now on drive the extra miles to shop at this location.

Employees at the store were extremely helpful and courteous

Great store, very helpful and Bethany was very helpful!

Never EVER pay this store to deliver your items. There is no "window" given for delivery so you are stuck waiting all day (and we took the day off for this), there is no integrity in speaking to a representative, and you were told "it could be there at 8:40am" actually means 5:40pm. The store isn't bad but they absolutely should keep up with industry standards and basic decency for deliveries. Phone reps should be honest and clear with customers instead of misleading them to think that "it's on it's way" means anytime soon.

Stay out of Rose's cashier line, she is inept.

Store was clean, easy to find what you're looking for and if you have trouble, there are knowledgeable employees to point you in the right direction.

Best store ever, best store ever..... Great employees, fun & friendly, and helpful in all areas.... makes me want to work there....!!

Very friendly associates!

The store had what I needed once I found it.

Excellent service! Courteous & friendly employees very willing to help!

Very satisfied with the customer service at this store. I am there every week!

I am in the store every week. I go there because the employees are always nice and accommodating.

YOUR STORE IS A GREAT PLACE TO SHOP. I HAVE SHOPPED THERE SINCE IT OPENED. THE HELP IS GREAT AND THE STORE IS ALWAYS CLEAN AND WELL MAINTAINED. YOU HAVE SOME LONG TIME SALES ASSOCIATES WHO ARE AN ASSET TO YOUR OPERATION. I HAD A RECENT DEALING WITH RON AND CLIFF, AND THEY ARE A COUPLE OF THE REASONS I LIKE SHOPPING AT YOUR STORE. I AM SURE YOU HAVE MANY MORE GREAT EMPLOYEES, BUT I DON'T KNOW THEM BY NAME.

Definitely the best Home Depot in Reno.