Reviews for Normal #6987

Had Home Depot install flooring and local store incorrectly pulled stair caps from order saying they could not be installed as there was only one wall on stairway. Installer said that was a mistake and he installed caps on stairs then we were short caps for downstairs steps. Had to reorder and of course they came in after installer was done. Now trying to get order installed for same price I paid in first place. Going to have to pay for Home Depots mistake and very unsatisfied

Garden Shop had just what I need for a sympathy gift I was making for neighbor. Unable to find small potted flowers for a mix at other stores, but found at HD. They're healthy, and thriving. I found this lovely large pot and bought more flowers for my back deck. This tableau greets me each morning out my kitchen window.

I purchased a special order for a front door and have been very pleased with the results, quality and the style of it. The sales person was very helpful I would order another one if needed.

Tom at Home Depot made our appliance purchase such a smooth and stress-free experience. From the moment we started looking, he was patient, knowledgeable, and genuinely interested in helping us find the right fit for our home and budget. He took the time to explain the differences between models, answered all of our questions clearly, and never made us feel rushed or pressured. What really stood out was his professionalism and attention to detail. He double-checked everything to make sure our order was correct and helped coordinate delivery so we felt confident every step of the way. If you’re shopping for appliances, I highly recommend asking for Tom. Excellent customer service like his makes all the difference!

I’m writing to complain about an experience I had at my local Home Depot that was honestly one of the worst customer service trips I’ve had in a long time. I came in to purchase a lava lamp, a sheet of plywood, and a single 8-foot 2x4. This should have been an easy, quick trip. Unfortunately, this isn’t the first time I’ve had issues with employee attitude, competence, or basic customer service at this location, but this trip was easily the worst experience I’ve had. Before I get into the details, I do want to point out one positive: the older gentleman who greets people as they come into the store is genuinely amazing. He’s friendly, welcoming, and the only person who consistently makes the store feel like it values customers. I have absolutely no complaints about him — other than the fact that I can’t help but think he probably isn’t paid nearly enough for how much professionalism and positivity he brings to the store. The entire lumber/wood section was blocked off for one single customer’s order. I understand safety policies and forklift procedures, but blocking off the entire section to the point where customers cannot even access basic items is unreasonable — especially when someone needs one single board. When I asked an employee if there was any way he could grab a 2x4 for me or allow me to quickly grab it, he acted annoyed that I even asked. He scoffed at me, opened the gate, and basically treated me like I was inconveniencing him by trying to buy a product your store sells. I am a 32-year-old adult man. I am fully capable of paying attention to my surroundings and not walking anywhere near forklift activity. Again, I understand safety rules, but the attitude and lack of customer service was unacceptable. After that, I went to grab a sheet of plywood. Every single H-cart in the store was blocked off or unavailable, so I had to walk back outside just to find one. Once again, no employee offered help, no one asked if I needed assistance, and the entire lumber area felt like customers were an inconvenience instead of the reason the store exists. And to be clear, I can move a sheet of plywood by myself. That is not the issue. The issue is that I shouldn’t feel like I can’t ask an employee for help because I don’t trust them to be capable, willing, or knowledgeable enough to assist. That is the principle of it. Customer service and basic competence should not feel optional in a store like Home Depot. What makes this even more frustrating is that while all of this was happening, I saw multiple employees standing around the self-checkout area. I understand self-checkout needs monitoring, but I do not need multiple people waiting there while the lumber area is blocked off, carts are unavailable, and customers are forced to do everything themselves. I can check myself out. I came to Home Depot for materials and service, not to feel like I’m inconveniencing staff by shopping there. Then, as I was trying to navigate the plywood cart toward checkout, the checkout area itself looked like a fire hazard — cluttered, cramped, and packed with random items. To make things worse, someone who clearly appeared to be a manager (you can usually tell by how they walk around the store without actually doing anything) walked past me, went around one of the gates, and literally knocked it into me. No apology, no acknowledgment, nothing. This whole experience was ridiculous. Home Depot used to be the place you went when you needed materials and knowledgeable help. This trip felt like the staff couldn’t care less, basic items were inaccessible, carts were unavailable, and even the management acted careless and rude. I’m not writing this because I want free items. I’m writing because the store needs to be run better. Customers should be able to buy basic lumber without being treated like a problem, and employees — especially leadership — should not be making physical contact with customers due to carelessness and then ignoring it. I would appreciate this being addressed, including: • The way the lumber department is being blocked off for extended periods • The attitude and professionalism of staff in that department • Basic employee competence and willingness to help customers • H-cart availability • The safety and clutter at checkout • Management behavior and basic customer acknowledgment • Better allocation of employees (standing around self-checkout while other areas are neglected is unacceptable)

Home Depot is my go-to store. I only shop other stores when I can't find items at other stores.

I have bought a couple appliances from this store last couple of years, the service is outstanding in this department, I have bought lots of tools from this store also and have very happy with the service as well the products purchased,

We had a wonderful experience planning our bathroom. Kirsten was so pleasant and helpful designing our bathroom we couldn’t have done it without her!

It's always easy to find good help from the employees no matter what department we are in. It's like the employees are looking for the opportunity to be of assistance. We appreciate that and going to this store is always a pleasant experience. I look forward to going back. :)

I had the pleasure of working with Karen & her coworker, Margie. They were both absolutely amazing to work with. We needed a product that was out of stock - because we bought all of their stock. Margie brought the product we needed from the Peru store so we would not have to travel to get it. Both were always easy to talk to on the phone and always cheerful - never making me feel like we were a nuisance. I appreciate these ladies and their wonderful attitudes and customer service. It is definitely something you don't get to experience much in this world we live in. Thanks again ladies!!

I was having an issue making a payment for a customer of mine and the Store Manager Jay personally helped me with customer service associates to take care of the issue. In other stores you usually don't see the Store Manager much less have them personally help you. He made sure it was taken care of. I really appreciated that!!

The check out process that I had to insure was VERY DISAPPOINTING. I tried to check out with a purchase of a Tuff-Shed. I was prepared to pay when entering the store. Then I find out that I had none of the p/w required unbeknownst to me. But in Home Depot’s defense they rectified the situation. Then came the time to check out. The company that this Home Depot used in Normal Illinois would not approve of the sale. I wrote a check knowing I had enough cash to cover check. But the cashier couldn’t get the check to process. After numerous calls and attempts the check company said I had to wait 24 hours for another attempt to process check. I had to drive 80 miles to and from to store from my home. I was very disappointed by this time. I ended up leaving the store to get a cashiers check to complete purchase which is GUARANTEED MONEY. That check was having issues being processed again by this check company. After over 3 hours in the store trying to make a purchase, I was finally able to leave after the cashier figured out a way to get the cashiers check to process. VERY DISAPPOINTED with this process.

Too many young kids employees at your store - playing on their phones and not helping customers. Too much competition in this market place to let potential sales walk right back out the door. Get your employees off their phones!!!

Could not understand on a Saturday 10:00am in the morning (1) register was open. Self checks were not open???

I am writing to share my recent experience with placing an order at your store, which has unfortunately been one of the most frustrating and disappointing customer service experiences I have encountered. To begin with, it took me seven separate visits over several weeks just to successfully place my order. Each time, I dealt with different associates—many of whom seemed inexperienced—and faced multiple issues, such as the system being down, no one answering calls from the HDMS team, or long wait times (sometimes 25–30 minutes) only to eventually leave without assistance because staff were busy with other customers. Despite all this, I finally placed my order on Friday, August 1st, after thorough review with both the in-store team and HDMS. However, on August 5th, I received a message stating that the order had been canceled and that I needed to review the quote again with either Kirsten or Jackie. There was no explanation provided, nor did anyone contact me prior to canceling the order. Understandably frustrated after everything I had gone through, I called to ask why the order had been canceled. While I acknowledge that my tone reflected my frustration, I was deeply disappointed by how the conversation was handled. Instead of listening or offering any empathy or understanding, I was immediately told, "I don't want to be yelled at," and the representative refused to continue the conversation. At no point was there an attempt to calm the situation, show understanding, or simply say, “I understand you're frustrated, let’s talk this through.” The call was abruptly ended, which further escalated my frustration. At this point, it has been over six weeks since I first tried placing this order, and I have spent more than 10 hours speaking with various people and visiting the store multiple times. To have the order canceled without notice or explanation was simply unacceptable. Despite being a loyal Home Depot customer with many past projects completed through your services, this experience has left me extremely disheartened. As of now, I still haven’t been able to complete the order because I have not received a call to finalize the payment. Jackie did send a message offering to call, and I responded that I needed someone to assist me properly—but I never received an apology or follow-up. Unfortunately, this has left me questioning whether I can continue shopping at Home Depot. I sincerely hope you take this feedback seriously and work on improving the customer experience and communication.

As company owner, I enjoy all the products at the store. Always have enough and good products. Prices are good. Younger employees working there are terrible. Not friendly, not helpful, dont smile or greet, useless in product knowledge or where items are. No clue how to recommend another product or try and sell something different. I found the older employees in the store much friendlier, helpful and knowledgeable. The younger generation lack serious sales, aftercare and manners. Maybe send them for some courses to get them in line to sell and assist a customer.

This is the only home improvement store I frequent. They always have what I need & I find the employees always friendly, knowledgeable, and ready to help.

I purchased a full lite ThermaTru door from Mike in the door deparment. Mike was great he followed up and made sure the order was exactly what we wanted. He went through the order another time with my wife present explaining all of the options. Unfortunately, the door met with an accident. The glass was broken due to an impact from a rock possibly thrown by a mower. I went tho the door department to see how I could get replacement glass. They introduced me to Jacque Drake. Jacque listened to showing concern and sympathy and prepared me for a large replacement cost. She was right the cost was expensive just for the replacment glass, but she had already prepared us. She followed up on the estimate and made sure the order was placed correctly and on a couple of questions we had. She remembered us when we placed the order and when we came to pick up the glass. She arranged to have people help load the unit into our truck. She even followed up to make sure the glass safely arrived to our house. Mike and Jacque are great assets to your store and will keep me being a loyal customer. . Mike and Jacque will keep us being a loyal customers to your store. I rely on the associates who retired from the industry. Their expertise helps me make sure I get everything I need for projects.

Waited all day for a delivery which never happened. Then they rescheduled for a day I won’t be home without consulting me. Someone was to call me regarding the issue and never did!! Spent over 6000.00 and not happy with service. Do not recommend at all!!

Great Store, Great People!!

Home Depot is fabulous for quick processing of online orders. I have used this service for 5 years now and have saved so much time!

We shop here for the quality of wood and inside shopping. Staff is usually very friendly and helpful.

I was helped by Jeff in appliances over the phone. Very knowledgeable and helpful and KNEW everything I would ever ask about buying my fridge. Went above & beyond to help me buy what I needed and wanted. Wish all salespeople were like him!!

Horrible lumber had to go through a pallet to find 20 boards that didn’t have mold on them.told management about it not a big deal to them

This store was clean and well organized. All of the associates in which I encountered were friendly, inviting and willing to help or get you the help if needed. The only reason for 4 stars instead of 5 was for a simple deficiency which may just be for simple shelf space availability. I had to purchase a new multimeter due to mine growing legs. The assortment of meters was OK, with market range of low to mid-price options. I ultimately purchased a quality meter in which I'm happy with but the store didn't have any assecories (cases, magnetic straps, and optional silicone leads) available or a missing shelf space for any. So I think it is just impractical for a store to make extra room for assecories for all products available.

We have been shopping for a washing machine/dryer. We visited a few other stores in town and either could not find an individual to help answer questions or the people working the department were not knowledgeable / interested in helping. At this Home Depot, we were quickly greeted by an associate who was extremely knowledgeable and very helpful in the process. I unfortunately did not write down his name and our receipt only has an employee number but we were very satisfied with the service and will return for future needs. We were not necessarily intending to purchase on this trip as we were shopping around but the level of service made us comfortable committing to a large purchase for our home.

Bought 20 trees and went seamlessly. Cashier was very kind and helpful, but sent 4 young men out to help us

I went to HD to buy a tool chest for my home. Jose came by prior to clocking in for his shift and talked about the chest we were looking at.He came back after clocking in and explained several things and we went to checkout. He was also there when I came back to assist in loading the chest on my trailer. Big thank you to Jose making this a positive experience.

We buy all our projects merchandise appliances grills plants here in normal store

Extremely fast service and was very well treated. I picked up an order on Aug. 3rd,2024. The young man who helped me deserves a raise. He was a bald black man,sorry I wish I had his name.