The Home Depot

Reviews 3

TH

Theresa Martin-Caviness

Without question, the Napa Home Depot store has got to be the WORST as it relates to customer service! From the employees ambulating aimlessly around the store (everywhere indeed, except where they need to be when one needs to find them!) We have done a couple of remodels in the last 5 years. One of them working with the Salt Lake City Fort Union store, the other in and around the Napa Valley. What a difference in work ethic, level of knowledge, and willingness to help on the part of the employees at both stores!!! While the SLC employees in all departments were courteous, went out of their way to help, and knew their stuff, the people at the Napa store --whenever one can find someone-- were apathetic, dumb and even dismissive. Just yesterday, I went to ask a simple question at the paint dept. and could find no one behind the desk. When I did find somebody in one of the aisles, the guy spoke broken English and answered my questions with a sneering attitude. Ill be politically incorrect here and just get to the point in the interest of brevity and truth: The fact is most of the employees seem to have been picked from one minority or another, perhaps to satisfy the obligatory quota system prevailing in this NorCal-Frisco-values-infected enclave. Unfortunately, the impression these people project is that they are either resentful of being employed, or that they are there strictly for an easy ride and a paycheck. They show absolutely no sense of commitment to their job. Perhaps theres a pervasive lack of competence as well in the managerial pool, since apparently no one appears to be checking up on these poorly supervised employees who exhibit little time for customers, yet plenty of it for chit-chating and yucking it up with one another, for spending time talking on their cell phone, or for walking around with their hands inside their apron pockets. I have finally opted to avoid these Napa HD store human drones and drive to Windsor or Rhonert Park to get better service. Even considering the additional expense in gas, the travel time, the higher Sonoma County tax rate, and half-spaced-out pot heads who work there, the Santa Rosa HD is slightly preferable. Bottom line, Home Depot headquarters should do some sort of employe proficiency and motivation audit on the Napa store employees to improve this situation. Perhaps the only reason this store does not close, given the enormous waste and inefficiency that occurs there, is the fact that this is the only HD in the middle of a mostly rural area, and this perhaps helps to keep the sales volume consistently high. However, theres no reason the customers should have to suffer the inconvenience of having to travel afar to get satisfaction. Id give this store ZERO stars, but the system in place does not allow it! PS: Additionally, I am working with highly sought-after contractors on the current remodel, and they have made it abundantly clear to me that they will not do business with the Napa HD store, precisely for the reasons explained above!

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Christian flynn

I had to pick up a special order. It took one hour for me to get my merchandise, and that was only after being ignored, shuffled, and made to feel as if I was a major pain in the ass. A fellow at the pro desk said that he would help me. He asked one of the yard workers to move some units of lumber so that I might get to my order. The yard employee said that he was too close to the end of his shift to help. The chap at the pro desk went inside. I assumed that it was to find someone else to help me, but the was not the case. After ten minutes I went inside to see his progress, and found that he was talking on the phone with another customer. Another yard worker saw me and asked one of the merchandisers( guys that stock the lumber) to get a forklift outside and help me. One of the guys agreed, and looked at me. After about twenty minutes two guys stopped stocking and drove a forklift outside. I went outside and stood by my order so he could know who was waiting for him. He got off the forklift, lit a cigarette, and smoked it while looking at me. After two minutes of his disdain, he got on the forklift, didnt look at me and drove over to another guy to confer as to what was going on. The guy at the pro desk came out, and the three of them talked about how two of the units of lumber which were in front of my order were wrong and unloaded in error. That took about five minutes while I was standing there looking at them. At this point the guy from the pro desk came to me and said that he wanted to sign me out. I had not been able to see if my order was correct or in acceptable condition. He assured me that if it wasnt right that it would be okay. I reluctantly signed out, and went back outside. The guy on the forklift was moving the units of lumber and finally addressed me to ask where I was parked. I brought my trailer over and he proceeded to load the merchandise on it. But not before he smashed the fender on my trailer. I was in amazement. I pointed out that he was smashing my fender and he said "oh." I left the store wondering how my local Home Depot could be so dysfunctional and how any one of those employees could think that what had happened was okay. I didnt see the point in yelling at these people, and to be frank, I didnt see the point in talking to a manager that was letting such flagrant abuse of customers take place. It would be brash of me to say that I am done with this store, as it is rather convenient for me, but I will say that I shall not place any more special orders with the Napa store, as it just seems too hard for them to handle. I dont see how to give a rating of negative stars, but I think that my local Home Depot deserves one.

RO

Robert Ross

Just recently bought 70-bags of Mulch on sale which I needed to get into my yard this weekend (one of my few windows of opportunity to do so). Arranged with a sales person at the customer service desk to have it delivered, and he was guided by another employee who supposedly had the prerequisite experience to arrange for suh things. Guess what? Delivery never happened. I called in and finally got John, the Service Pro Manager for the store who apologized that they totally wrote the order up wrong. Net net, even though I arranged for delivery with lots of time frame/buffer to receive it by Saturday April 16th, I did not get my delivery. I gave them three three potential dates for delivery. They hit none of them. In fact, this was not even going to be delivered because they wrote it up incorrectly. Had I not called on Saturday to inquire, it would have stayed in their system and probably weeks before anyone woke up from their coma to address the problem. The problem? HD is a haphazardly run company that really does not train its service team. They learn on the fly and this means it is on the backs of customers like me, who must put up with this method of how they train with an idea that their customers experience is second to their own profits. The silver lining here is that John agreed to not to "up charge" me for the delivery that actually required a third party delivery company with a pallet loader and would have cost me an additional $105.00. Had I known this, I would have either shopped elsewhere or made arrangements to pick this up at a lower cost. I thank John for waiving that fee and setting up delivery for later this week, but I still fault his companys incredibly bad employee training policies for creating this mis-hap. Home Depot as a company is too big, but the problem is they are too big to fail - which means consumers who have made this company a facet of their lives and business suffer the most.