East Madison #4906

The employees are friendly, knowledgeable, always ready to help. store is neat and clean, I highly recommend this store

Nacy was very helpful in appliance department. Excellent customer service

The product was great but the The service I received and the attitude that the people had there were Very disappointing. They were not friendly they acted like I was putting themselves out I may go to a different store to get my home products because it happened twice he would say thank you and they just pretend like he didn’t even exist it was just pretty bad Specially when I spent so much money

The East Madison store seems to have persistent staffing problems with cashiers. It's not a "one off" situation, because I have encountered it multiple times over the past several years. I went to the store last night at 7:20PM to buy two, large bags of potting soil and two bags of lava rock. When I entered the store, I discovered that there were no carts. I asked the young lady at the door if they had any carts for customers. She looked and said with a very bored tone of voice, "No, they must all be outside." Since she was a store employee whose sole function was to watch the entrance, one would think that she would have ensured that more carts were being brought in and sanitized as the supply was depleted. Since I couldn't do my shopping that night due to no carts, I proceeded to the exit door. I noticed that once again there were no cashiers staffed. Every checkout lane was closed. The only option was self-checkout with the touch screens. In light of the current pandemic, that is not a customer friendly option. Germs love touch screens. I went back to the store this afternoon at about 3:30PM. The store was packed with customers, so social distancing was very difficult if not impossible. That was what I was trying to avoid by going last night. After I loaded my purchases in a cart, I went to the service desk and asked to speak to a manager. The gentleman paged Wendy to the desk. Wendy was very empathetic and understood my frustration with the lack of cashiers on multiple occasions. She told me that they were having difficulty retaining staff. After I explained everything to Wendy and gave her my contact information, I went to the only open checkout lane in the store. I was fourth in line. Before the line moved forward, a staff member closed the gate at the checkout and told all of us that the checkout lane was now closed. It was the only one open! She said everyone had to use the self-checkouts. The store was packed with customers in the middle of the afternoon, and there were now no cashiers working. I went back to the service desk and asked the same gentleman I spoke with before to page Wendy back. I explained to him what had just happened. Instead of being empathetic or apologizing, he adopted a very surly attitude and said, "Well, our employees need breaks, too!" While that is true, good customer service means ensuring that someone else is available to replace the person going on break. Not everyone can take their break at the same time. When Wendy returned, I told her what had happened. She was visibly frustrated over the situation and strode toward the checkout lanes. I followed. She found one lane with a cashier who was working with another customer. She told me to go there to check out even though the light over the checkout lane was turned off suggesting it was closed. After about a minute, the cashier looked at me and said she was closed! I told her that the manager had just told me to get in her line to check out. Wendy then came back over and logged on to the adjacent cash register to check me out. I have never seen such a poorly staffed and managed store in my life. The fact that this is happening more and more often at this particular store tells me that management is not addressing the problem. The store is conveniently located for me, but the customer service there is deplorable.

Be careful of overcharging and charging you for multiple numbers of products when you are only purchasing one. Worst experience ever in a Home Depot

As of the end of May 2020 during the Covid pandemic I would not recommend going to this store. I saw more customers wearing masks than employees, and social distancing was not enforced, leading to lots of people in aisles. Employees were grouped together talking to each other with no masks on, and customers were sitting on furniture Prior to Covid it wasn’t an issue and I would’ve rated the store higher Unless the store starts enforcing the safety of it’s employees and customers I will probably shop elsewhere for the time being

Employees were very friendly. Vanessa in particular was awesome! It was hard to believe the store only had two actual lanes open other than self check out. There was a line of about 12 people waiting and getting frustrated. Additionally, we were blocking isles and customers were getting upset. Vanessa took it upon herself to take about 6-7 customers over to the service department to check us out. It was a huge relief for all of us! Employees that take initiative should definitely be recognized.

This store seems to have a persistent problem with cashier staffing. Once again tonight, every checkout lane, including at the Pro Center, was closed. An employee told me that all customers had to use the self-checkout, since there were no cashiers. That is deplorable customer service. In light of the current health situation, I refused to use self-checkout equipment that hundreds of people had used today. An employee wiped down one or two touch screens, but the equipment was not being sanitized after every customer. When I asked someone at the paint desk if I could pay for my purchases there, he said no. He directed me to the garden center. I was tempted to leave my purchases behind and go to another home improvement store that actually staffs cashiers. This is the second time I have filed a complaint about the lack of cashiers at this store. It is an ongoing problem that store management is not addressing. I asked for a manager tonight and was told that there was none on duty.