Emeryville #627

I looked on the "Official " Home Depot app for a portable air conditioning unit. Upon seeing that there were plenty "in the store" (i.e. 40+ units) I armed myself with my 12 month interest free financing coupon and drove to the Emeryville CA store. I had also intended to buy a small stack of plastic totes at the same time. I arrive at the store and do a quick look around to see if I can find what I am looking for all the while constulting the app to see if it had a location for me to find like most products do. Alas there was no location listed.. So naturally my next best bet was to find an associate to help me. After asking literally 6 different associates who then also consulted to the app on their devices only to find the item, "In the Store" but not in any location. Each associate told me to go ask someone else, when asked who to ask, they relpied anyone else becasue they didn't know my answer. There was a gentleman that did really try to help me find one, and he found the "plumbing guy" who's department it fell under. The Plumbing guy was an older (50s/60s) gentleman of SouthEast Asian Decent who told me "it's not on the floor yet! Doesn't matter what the app says! Go away!" I was flabbergasted by such discourteousness that I left the store resolved to just buy it through the app and waste my time coming back later. I make the purchase through the app for my totes and AC unit only to within 5 minutes get a message saying the AC unit had been cancelled from the order. At this point I am pretty frustrated as I am just trying to buy something that is supposed to be in stock only to get jerked around. I get the message a day later that my totes are ready for pickup and I go to the store a day or two later. The woman at the Customer Service "Debbie" saw that I had an AC unit in my order. She listened patiently as I gave her the short story of all of the above. Debbie took my phone number down and said she would have a look for me to see if there were any of the AC units I wanted in the back near the end of her shift. Sure enough she called a little later that day to tell me the AC unit was at the desk waiting for me. I am thankful for Debbie and you should be too, because of the 6 other associates I asked for help only one really tried and not a single one knew what was going on outside of their app on the device. I find this experience disappointing overall that it took so much, just to give you my money for an AC unit. That combined with super long lines because you decided to do away with having more than 2-4 self checkouts open at once. I likely won't return. To willingly expose myself to that level of ignorance of one's job, frustration, discourtesy, and general waste of time, seems foolish. In closing ya'll need to take bettercare of your workers so they care about thier jobs and DO them. And give Debbie a raise because it is people like her that keep you guys in business.

Carnetta my cashier was great. She did everything to help me find my items to purchase.

Shalon in returns is amazing! Friendly and so quick. Nice to have that level of service.

Wilma helped me return and exchange without any issues. She helped me what I needed.

Thanks Wilma for your service.

Judy in the Garden Department helped me in many ways and was friendly and cheerful the whole time.

I went early in the morning and was pleasantly surprised by the knowledgeable, helpful and friendly customer service representative. I was able to purchase a clothes dryer and schedule delivery quickly and easily! I will be back! I had stopped shopping at Home Depot because of the pandemic. I will be back!

Two young guys, Adrian and Daniel, were extremely helpful to me in loading heavy gardening materials into my car on a very rainy day. Polite and respectful - excellent customer service!

I bought several appliances and of course, all my household hardware needs from this friendly store. It has the old-fashioned assistance available and that is a key requirement of a store of this kind.

Really good experience and definitely will come back to buy always