I have been shopping at Home Depot for over 15 years and have always had a good experience. I am a contractor and my time is very valuable to me. I recently became a Pro Rewards member after a very helpful cashier asked me “I see you in here all the time, you should sign up for Pro Rewards.” Then explained to me the benefits and signed me up. This is the type of customer service I expect at Home Depot. I also shop at Home Depot because they alway have what I need, and I know the store very well, so I don't usually need any assistance. Well the other day I went to the Roseville Home Depot to get some recessed cans and the lights for them for a job i was doing. The website said they had 482 of the cans and 6 packs of the bulbs in stock, so I figured it was going to be no problem. When I arrived at the store I found only two of the cans I needed on the shelf. Fortunately there were 5 employees on the same isle downstocking, so I asked one if I could get some help to get the cans I needed. He told me that this was not his department, but he would go get the person who did. I waited 10 min before the employee finally showed up. I showed him what I needed, he scanned the product to find out they had tons of them in stock, and told me he needed to get a ladder to get them down. I pointed out that the ones he was looking at in the overhead were not the correct ones, but he insisted they were. After taking several min to locate a ladder, he climbed up only to find out that I was correct and they were in fact not the ones I needed. He then took me over to another aisle where he located the ones I needed, but they were up on a pallet and they would need a forklift to get them down. He called for a forklift driver (I assume he could not operate one) and in the meantime he barricaded off the aisles to prevent customers from coming in. Up to this point, no big deal, I understand not every item can be on the shelf every time, but the rest of my experience I can not understand... Just as the forklift operator arrived, another customer pushes aside the barricade and enters the aisle to do his shopping. I ask the associate "are you going to just let him walk in there?" He replies, " it will just be a min sir, we have to wait until he leaves." I replied, "he just entered an aisle that you blocked off." He replied, "Im sorry sir, it will be just a min."
That min turned into 35 min and I again asked the employee, " it has been 35 min, why can't you ask him to step out for a min so you can get my product down?" His response to me, " we are not allowed to ask him to step out because it is bad customer service" Really?! My response, " but it is good customer service to make me wait for 35 plus min after he entered a blocked off area?" Again his answer "I'm sorry sir."
At this point the forklift operator had stepped away and left the forklift sitting in position to get my product while this customer continued to shop... After 40 min the customer finally stepped out of the barricaded area. The employee said he would now go get the forklift operator and get my product down... While this was happening the other customer proceeded to enter the adjacent aisle that was blocked off to continue his shopping. When the employee came back with the forklift operator he said "looks like we will have to wait again." At this point I was infuriated. I asked him " you mean to tell me that you are not going to ask him to step out and make me wait again?" He said "yes sir, it is bad customer service."
At this point, I walked up to the other customer and asked him if he could step out of the aisle so they could get the product I had been waiting 30 min for... The customer replied "Of course! why didn't you ask me 30 min ago?" He laughed when I said the employee told me that it was bad customer service to ask you to step out...
Finally, the forklift operator pulled down the pallet and I was able to get my product. The last thing I needed to get was the light bulbs which were on one of the aisles that had bee blocked off this whole time, so I proceeded down the aisle to complete my shopping only to find that the bulbs were not downstocked and were too high for me to reach. The employee who had been helping me was putting the barricades away, so I asked him if he could get a ladder to get the bulbs I needed. He looked at his watch and told me " I have to clock out now, the next guy will be here in about 5 min." At that point I asked to speak to a manager, and he told me " Im sorry sir, customer service is right over there" as he pointed toward the front door. I was so angry, I did not know what to do. I tried to find another employee to help me because at this point I was already an hour behind schedule and needed to get back to the jobsite. After looking around for 5 min, the same employee who had been helping me, came walking back by on his way out of the store. He looked puzzled and asked me "no one has helped you yet?" And proceeded to grab the ladder on the next aisle and get my product down, which took all of 30 seconds. I asked him "and the reason you could not have done that before you left the first time?" His response "Im sorry sir."
At that point I headed to the register to check out still amazed at the customer service I had just received. I got to the register and decided this was such a bad experience that I had to talk to a manager, so I asked the cashier if I could speak to a manager. He got on the phone and called for a manager, and when he hung up the phone, he told me the manger was busy and it would be 15 min if I wanted to wait... I could not believe it. I had been there for an hour and fifteen min and no longer had any patience left, so I paid for my items and left.
I never take these surveys, but after that experience, I had to tell my story. In 15 years of shopping at Home Depot, I have never been made to feel as such an inconvenience as a customer. I will never shop at this location ever again and will take as much of my business to lowes as I can. WORST CUSTOMER SERVICE I HAVE EVER RECEIVED!!!!!!