Old Bridge II #957

Brandon in appliances was very friendly and knowledgeable!

My father and I walked into the store to make a return. We went right to customer service where we waited on the line for about 5 minutes before anyone acknowledged us. There were three employees in uniform, and what seemed like one employee out of uniform having a conversation about schedules. When they had finished their conversation and the three employees who were not behind the counter left we were finally acknowledged and went up to the counter. The whole transaction seemed like we were an inconvenience to the cashier, Yolanda. She asked him to insert his card so he went to put it in the chip reader, she rudely told him to swipe his card instead. He was reaching for his glasses so he could see the machine and she snatched the card out of his hand and swiped it for him. Both of us were so taken back by the lack of customer service that we saw from every employee that we came across during our time spent in the store today. We will not be returning to this location.

If you have time to waste, then this is your store. Customer service needs to be addressed. No need for me to pull my own pickup from their bins because they dont provide extra help in this section. While the store is empty, management failed to provide the right people in certain areas. Many other workers just standing around patrolling while customers stand waiting for any type of help. Cant blame Covid, if you let any amount of people in the store and then pretend there's lack of help. What I witness was something totally different. Little customer traffic, very little customer service. 40 minutes on a line while it get building is not service.

Very helpful & cordial employees!

I would recommend this store because there really are no alternatives. I have had countless issues in this store. I even had a person working the return area tell me they weren't trained to do returns. Another time, during their storage sale, I went there specifically to get a container. NO MATCHING LIDS! An associate nonchalantly told me "yeah, that happens all the time." Another time I had three people near me chatting while I tried to lift a large fire pit onto a cart. NOTHING. No offer of help or even an acknowledgement. Then a young guy came along and saw me and assisted right away. So there ARE good people there. Several in fact. But the inconsistency is abysmal. Another time I stood waiting in the return area with no line, no one being taken care of, and employees chatting with their back to me for several minutes before I was even noticed. Whoever is in charge of hiring and training needs to be fired. My latest issue was a simple request for having one or two table-top carts from lumber in garden. I spoke with 4 people on four separate occasions with the last being a STORE MANAGER who agreed. Today? Still no carts in garden. The thing is there are select individuals who are good, even great, but I sincerely believe it's because it's in their nature. Given how little interest is placed in customers by management I think they just got lucky with these rare folks.

Avoid this store. I was overcharged and cashier insisted all was correct. 11 bags of Scott Top Soil (@ $2.37/bag) on the platform and charged for EarthGro Red Mulch (@ $3.48/bag). Cashier wasn't able to figure out what was wrong, she counted bags, showed incorrect item on her screen, asked other Home Depot employee who was standing by and both said all was correct. I requested to cancel transaction so they sent me to Customer Service. Customer Service rep counted bags on the platform and said everything was correct. It wasn't. They don't even know what they are selling. They didn't bother to look if items on the platform match items in the receipt. Unacceptable, again avoid this store, there are more stores around with better service.

The store was neat, I was able to find everything easily. I had to get a key copied for a pad lock, that at the time i didn’t know was for a storage unit. I went home to find out the key didn’t fit, so i went back to tell the key master, Nick G. This time i brought the lock and when he asked for the brand of it, I saw it was for a storage unit. He then explained to me that no key from a storage unit can be copied due to fraudulence. When I got the key copied in the first place, I didn’t know this. He was glad to tell me I could get a refund and I can buy another lock for him to copy the key off of. When I went to buy the new lock and get the key from that copied, he said that the key from this lock was the only one in that brand that couldn’t be copied. Nick seemed to feel very bad and he then showed me another pad lock that he knew for sure can be copied. He said while i was getting another refund for the previous padlock, he would copy the keys from the new one I had bought. When I went to get the refund, the employees at customer service were very friendly and wished me a good night. When I went back to get my keys, they were already done! We left off by him again apologizing and wishing me a good night. 10/10 highly recommended this store. Not to mention he was quick and efficient at copying the keys.