Eagle #1809

I can not even begin to tell you how grateful I was to have found Deb in the garden department. Deb, being a master gardener, has helped me beyond what I would have ever expected from a large retailer like Home Depot. Over the past several weeks, her advice (and incredible patience) has resulted in my home's landscape is simply stunning! As I move forward with my landscaping projects, I would not even think to go anywhere else but this Home Depot location in Eagle Idaho. Deb is beyond the best!

To Whom it may concern, 05/26/2023, Today at approximately 1230 I visited your store at 2808 E. State Street, Eagle, Idaho 83616. During my shopping I needed the Ryobi battery pack and the drill which came free with the purchase of it. I told the employee standing by the drills the one I wanted and she opened the cage and gave me the drill. I also needed a crown stapler and I was assisted by an additional employee who stated he had to escort me to the register in order to ring up the stapler. I finished my shopping and went to check out at 1345. The cashier Alesia rang up the items and the discount for the drill did not appear. As it turns out the drill I had picked was not the drill included in the sale of buying the batteries and getting a free drill. So the drill was returned to the cage and an employee helped me find the correct drill. Alesia removed the incorrect drill from my purchase and added the correct one. The discount appeared and the rest of my items were rang up. As I was leaving I looked at my receipt and I had only received $53.10 credit for the “free” drill which rang up at $59.00. I came back into the store and Alesia had been replaced by Karen. I want to be clear although there was a mix up, my experience, with Alesia was pleasant. She was helpful and somehow a mistake had just been made. Karen on the other hand is a different story. When I came back in and saw Karen I debated even worrying about the missing $6.90 because previously at this very store I had a run in with her refusing to give me the military discount because I had not signed up online yet. Ultimately after lots of disrespectful attitude, comments and behavior I asked to speak to a supervisor at which time she acknowledged she could in fact give me the discount, huffed and puffed and reluctantly did so. I approached Karen and told her what had happened and I needed to speak to someone to get it resolved. She insisted I show her the receipt and explain what the problem was. She stated it was due to my military discount. She insisted I let her ring up the items so she could show me the problem was with my military discount and how it was applied. I assured her this was not the case and the problem was with the drill swap and the sale. She would not let it go and despite my attempts to illustrate to her the math did not add up and the military discount was not part of the problem she insisted I let her ring up the items again and apply my military discount. Reluctantly I participated in this wasteful endeavor even though basic math confirmed outright it was not the issue. Karen then told me to wait and she would show me after she helped other customers at the self checkout. Karen returned and After ringing things in she wanted my phone number for the military discount. I told her the QR code from my promax account was necessary because I had just recently confirmed my military status and it hadn’t updated. I reopened my phone because I still had the code available and showed it to her. She told me I had to “go out and back in” in order for the code to work. I did not understand this and because I did not instantly do as she instructed she once again became confrontational with me and disrespectful. Once I understood what she wanted I reopened the promax military discount on my phone and she scanned the QR code. Once scanned and the totals were rendered. Sure enough just like I tried to tell her the discount for the drill was in fact the price of the drill at $59.00. Karen then throws her head back and states you’ll just have to go to customer service and walks off. This is exactly what I was trying to do to begin with so needless to say after wasting all of this time I was agitated at this point. Cyndi greeted me at the customer service desk and was very pleasant and helpful. She looked at the receipt and also stated it was probably because of the military discount. I explained to her just as I had done before the math did not support this theory and I did not believe this to be the case. Cyndi then offered to just refund the Drill and batteries and ring them up again to see if the proper discount applied. I agreed and she went through this process. However once the refund for the original purchase was done it came to a refund of $94.45 for the 99.00 batteries. I understood this was the batteries minus the military discount but it did not address the previous receipt which only gave me a $53.10 discount on the $59.00 drill so there was still a discrepancy. I did not sign or complete the refund and asked her to cancel it and just refund my entire receipt and ring up everything over again. Cyndi at this point agreed but needed to call a supervisor to void the original refund attempt. Cyndi was very patient and helpful throughout this entire process. Next the floor supervisor Keena shows up. I tried to explain the whole ordeal and show her the problem on the receipt and she instantly tells me it is because of the military discount. I tried again to tell her this was not correct to which she cut me off and started voiding the original refund transaction all while continuing to tell me I was wrong and it was due to the military discount calculations. She has Cyndi start with her process of the refund and proceeds to tell me the outcome will be the same even if we ring everything up again. I told her this is not going to happen and she states “you’ll see”. So as she was leaving I told her I would once again waste my time educating another Home Depot employee (her) on simple math and when it comes out differently with the correct discount I expected her to come back and apologize. Once Cyndi re rang all of my items and again applied the military discount wouldn’t you know……. Yep the correct $59.00 discount for the drill and my Military discount were on the screen. I asked Cyndi to call Keena back and let her Know I wanted her to come up here and review the screen, acknowledge the difference, and apologize for her attitude and for wasting my time. Keena refused to come back to the counter and told Cyndi she was too busy to come and talk to me. I then told Cyndi Home Depot could keep the entire $350 purchase and I would never shop there again. I asked Cyndi if there was a store manager present and could she please call them if there was. She said yes there was, and called Ed. Ed arrived and quickly I discovered he in fact was not the store manager. Ed explained to me he was the customer experience manager. I asked for the store manager and Ed stated he would not be in until tomorrow. I explained to Ed what had transpired and I would reach out to the store manager the next day. Ed, although kind and professional offered no solution or apology. I have been shopping at Home Depot for over 30 years and at this store for well over 11 years. The attitude of Karen and Keena is disrespectful and unprofessional. The fact that Keena is in some sort of leadership role with her disrespectful attitude and demeanor speaks volumes to the root of this problem. I am extremely disappointed with Home Depot and the customer service of these two employees and will most likely never return. Their disrespect towards me as a person and as a Gulf War Veteran is unacceptable.

Plants, flowers, vegetables and herbs were extremely healthy looking and well stocked. Customer service was outstanding as usual.

Why Home Depot does not extend a senior citizen discount? It will be greatly appreciated

If you have a sprinkler project and need to build your piping, go see Fred. He is super helpful and friendly.

We needed some custom Behr paint made from labels that were 25 years old. We met Brittany at the paint desk, she stated she could convert them with no problem. She went above the call of duty to help us with our issues. Thank you, Home Depot, for hiring such exceptional employees.

Very pleased with my purchases and the staff was very helpful in all areas of the store. I would highly recommend . It's an easy in and out of town.

All the products you want, but so do a lot of others. What is special about this location is the service. Even when they are very busy they are still helpful with a smile!

The store associate was very helpful but we learned that my Veteran's discount does not apply to appliance sales.

Had a very unpleasant experience with the service desk. When I had been there WAY too long, I asked them to please have the manager come up. I was told by Patti that they were trying, he was too busy, and they were "Ignoring other customers to help YOU!", in a very rude tone. When the MOD, Jerry arrived after being told about my issue and that I was unhappy, he acted as if all was jolly. I told him he just lost a customer - his reply - NOTHING! He then chit chatted with the employee as they finished up my transaction. As I was walking away I heard him ask her, "What was that all about?" He made zero attempt to ask me or make things right. After I left, I immediately called Milwaukee and talked to a manager there who took care of me over then phone in 2 minutes flat, after the Eagle store said they COULD NOT DO what I requested - something other managers had before. I will do everything I can to avoid the Eagle store.