Home Depot has changed their tagline from More Saving. More Doing. to: How Doers Get More Done. The previous slogan update took place in 2009, when it was changed from You can do it. We can help.
How Doers Get More Done. This will take some getting used to. But first, what does it mean? Why did they make the change? I’m sorry, we have no idea.
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ToolGuyd learned about the new slogan thanks to Home Depot’s affiliate program, which sent out a broad email newsletter asking websites to update their branding with the new slogan. Unfortunately, I haven’t found many details or insights beyond that. Our previous Home Depot contact left the company, and the new ones haven’t responded to earlier requests for information.
I wish I could tell you more about what the new slogan means, or what kinds of customer-facing improvements – if any – are behind it, but there’s nobody at Home Depot for us to ask.
What will this new marketing strategy mean for YOU?
What is changing (or has changed) at Home Depot that will lead “doers” to Home Depot to “get things done?”
Is this just a marketing thing? Or will there be a related initiative to improve customer experiences?
Oh, there’s a video!
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I still don’t get it. “It’s a good time to be a doer” because my phone will tell me what and where “that thing” is? I guess that could be handy, if it works as advertised.
However, Home Depot’s website is already supposed to tell me where something is stocked and how many they have, but that hasn’t been working out very well for me recently. Maybe the new slogan will be connected to an improved customer experience.
Following are some examples of issues I have encountered with Home Depot’s website:
I went to Home Depot in November looking to buy Milwaukee LED flashlights. Two associates couldn’t find them, despite the website saying they were in stock and on the sales floor.
I went to Home Depot Black Friday weekend, looking to take advantage of promo pricing on a Stanley PowerLock tape measure 2-pack special buy. I walked around the entire store with my small kid – twice – and couldn’t find them anywhere. The tool department manager couldn’t locate them. Another associate reported seeing a loose 2-pack somewhere in the gift center, but the three of us couldn’t track them down.
The website was reporting that the store had 16 of the tape measure sets in stock.
Well, at least I didn’t leave the store empty-handed – I got some buckets and a couple of Hot Wheels cars to reward my very patient kid.
The website never remembers my location. Even when I sign in, it ignores any attempt for me to set a default or preferred store location. Home Depot’s mobile site always directs me to the wrong store, and a couple of times last month they defaulted me to a store in a different state.
When there’s a problem with an online order, and I’ve had a few issues this year despite only placing a couple of orders, Home Depot’s customer service is more time-consuming than competitors’ (such as Amazon). When I ordered fasteners and received a busted box of screws, I just taped it together rather than dealing with the hassle of a return-reorder.
If you can’t run to the store, the store will run to you. Sure, but Home Depot really needs to pack their orders better.
They sent me a screen protector instead of a Ryobi hammer that I really needed quickly, and it set my editorial schedule back by quite a bit. I tried buying a plastic sheet that you fold together to hold paper and plastic bags open, and it arrived broken – again. The first time I tried to buy one was after Travis’ review, and that one arrived cracked and broken too.
With that Ryobi hammer and screen protector issue, it took a 12 minute phone call to fix things, and I also had to go through the hassle of returning the incorrect item. Do you know how long that would take Amazon to remedy? Maybe 30 seconds to a minute. Amazon also has a chat option when needed.
Garden hose washers? The website said they’re in stock. I finally went to the store to pick up a pack and the peg was empty. I checked my phone, and the inventory count was still wrong.
I wanted a sink drain stopper, and the size I needed was said to be available. I went to the store, and they didn’t have that size.
Frankly, I like shopping at Home Depot, and have had many more positive in-store experiences than negative ones. But when it comes to shopping online, Home Depot is far from my first choice. Sometimes they’re the only option or simply offer much lower pricing.
My online shopping experiences have not been problem-free, but my issues were resolved. I don’t order from Home Depot’s website as much as from other online tool dealers, but they’ll continue to get a share of my business.
But unless an item is exclusive to Home Depot’s online store, or substantially lower priced, other online retailers do a much better job of helping this “doer” get things done.
If Home Depot’s new tagline is How Doers Get More Done, how are they going to act on that to make it truer?
A reader emailed in recently, expressing dissatisfaction that his Husky tool warranty-exchange attempt was turned down at their store. I spoke to a Husky manager, and they conveyed that the reader should have had a very different experience.
How will Home Depot’s website or app help with Husky tool warranties or exchanges? Home Depot advertises that their app can try to guess what item you’re looking for based on a photo, but how will it help with associate confusion about Home Depot’s own house-brand policies? Husky hand tools are supposed to have a hassle-free warranty.
Home Depot changing their slogan after 10 years seems like a big deal to me. Maybe it’s supposed to be self-explanatory?
How Doers Get More Done. I guess we’ll have to see what this ends up meaning for customers.
We’ve reached out to Home Depot for more information, but have not heard back yet.
Patrick
I don’t think your experience is unique.
I’m so tired of things “in stock” that are nowhere to be found.
I’m so tired of associates that are nowhere to be found. Or worse, you ask them for help and they tell you to find somebody else to help you because they are working on something inventory related. I get it when they are helping another customer, but it’s happened multiple times when they are just restocking or moving things. The ONE time I put my boomer hat on and asked to make a complaint about somebody passing me off right next to the product I had a question about (so they could do inventory management), the manager they called up was that person.
I’m so tired of checking myself out. I’m not good or fast at it. I feel so bad for the people juggling kids who have to check themselves out. I know some people don’t like dogs in hardware stores, but I stopped bringing mine in because because she’s a therapy dog and wants to say hi to everybody making eye contact as I’m scanning and bagging.
It’s all about moving the most stuff out of the doors for the least amount of money so the guy at the top can make a million dollars a month.
Yet I keep going because the Lowes across the street is no different and the ‘local’ store closes at 5p on weekdays, is barely open Saturday morning, and closed Sunday.
Nathan
There have been a few times where I see things are “in stock” and if you use the mobile APP in store for the map. which is a good feature but lightly worrisome.
it will often show you where it is and it is 80% accurate for me. when it’s wonky the product is in the store but in a different location. EIther mid asile stands of stuff or it’s been moved from tools over to the lighting asile because ?
or worst case it’s been moved to “clearance” and they still list it as full price.
I know not to ask for help at home depot on most days of the week – nobody there. but they do have quite a few people walking around the store pulling orders these days. at anyrate if I don’t already know exactly what I need/want I don’t bother going in the door
Dennis Thurman
Hey , Stuart dont feel bad, I have ordered twice from Home Depot
Both Christmas orders lost one sent
Wrong, the other Ups lost. Luckily, I
Was able to have back up plan. I’m
Afraid Home Depot getting like
Lo wes lol.
Trippy
Lost package wouldn’t be Depots fault would it?
David burke
Why are we expecting anything from Home Depot?
They are putting small yards out of business and closing the material life cycle loop such that we would all be better off if homeowners put their junk materials directly in the dumpster upon leaving the store.
It seems to me that we are putting to much emphasis on the worst vendor, perhaps we should highlight good local stores?
Down with Home Depot down with Lowes
Thom
My local yards and hardware stores have a limited stock and higher prices. Both of my local big box stores are actually pretty good, well staffed and helpful. I have been to some where that’s not the case though.
Mike
Similar experiences here. They are trying; the HD app often can point me to the aisle/bay where an item is, which is quite useful.
However, they still are largely uncompetitive with Amazon and many online tool sellers; didn’t get anything from HD this holiday season, but did take advantage of Dewalt/other promos at Northern Tool (Dewalt 7491RS saw $499 + $100 gift card!), CPO Outlets, Amazon, etc. (Passed on Acme this year due to the ridiculous # of exclusions in their Dewalt offer, but have snagged deals there in the past)
I’m basically now conditioned to buy online unless I need something “now”, which is less and less given lightning fast Amazon delivery in Dallas (we have distribution center locally). Example…quick check of pricing at HD for Freud/Diablo router bits this weekend showed roughly 30% premium over Amazon.
Frank D
Doers could get more done, if:
– that paint app actually worked
– product selection was more diverse and higher quality
– multiple staff members don’t blatantly ignore customers looking for something
– registers had staff to check out
– the loading area was actually for ACTIVE loading and not the 30-60 min private parking area for customers too lazy to park in the pro zone and pull up for active loading when they actually have stuff to load … I am so sick and tired of there being nowhere to pull up to actually load / get help loading, because the whole area is being hogged by lazy selfish people using it as private parking … now I have to wait, because I can’t block other people, HD staff can’t maneuver the fork lift …… wasting everybody’s time!
It should be like the at the airport: NO PARKING, NO EXCEPTIONS, PERIOD!!!
Tom D
They need to start using the forklift to move vehicles that aren’t actively loading.
krashtd
Have to fight that temptation every day.
A different Patrick
I really feel like Home Depot has declined I’m service and quality recently. I live in Atlanta and the store closest to me is the one literally half a mile from their corporate headquarters and it’s easily one of the most infuriating places to shop.
Product is constantly out of stock, messy, disorganised shelves, understaffed, and the staff that is there is other unhelpful or not knowledgeable. Just the other day I tried to do a pick up in store order expecting it to be fulfilled in short order. Nope. Took 2 days.
If they can’t get their act together at what arguably should be their flagship showcase store, what hope does the rest of the chain have?
As far as their new as campaign, something about it rubs me the wrong way. I could be wrong but it seems to me they’re they’re trying to cater to people that post glamour shots on Instagram rather than people actually getting stuff done.
Who knows maybe that’s the right thing to do. Their stock has done pretty well over the past few years. I just find it frustrating.
Tom D
I agree about the marketing – it strikes me as trying to market to people who don’t really pay attention (so not pros who have either contract agreements with a supplier or keep rough prices in their heads for multiple locations/outfits; and not dedicated DIYs who know what they want and where to get it) but to people who don’t really know what they’re doing (and are less likely to comparison shop or return it when they decide to give up and call a plumber).
Jim Felt
It’s a millennial marketing take on what a (nearly certifiable) non-doer would think.
AKA missing the mark but hey they really don’t care. Do you?
Oops. Nearly in politics there.
RKA
You hit the nail on the head! Their marketing folks are steering the boat and they are telling the suits that millennials will soon be jumping into homes in droves. And how do they like to get stuff done? On their phone! Of course, as Stuart points out, if Amazon is the benchmark, there is a rude awakening (for HD and millennials alike).
For my own part I’ve grown tired of hunting for items. If I know what I need, either I order on amazon with same day or next day delivery, or on the HD website and let a store employee hunt on company time. If I don’t get an order ready email within a few hours, I know there is a problem. Either I can try another store or just order from amazon. As for the original HD order, not worth my time to follow up and cancel. HD will do that for me 7 days after it’s been sitting at the counter.
Kentwank
Live in San Francisco at beach.Have HD next town south at Daly City. Never have accurate in stock listings. Order online it takes a WEEK. What decade are we living in? A week , WTF? Agree with above comments…… amazon figured it out. Two ,three days okay but a week. Not 20 buck items ordered. Multi hundred.duh. Never use a credit card there after the huge hack. Internet security company they hired warned them for 6 years about the vulnerability of the system to no avail. My friend was in a security meeting with HD company when he got text that his info was hacked! Said they were too cheap to want to secure system until strong armed by event to tighten it up. That inventory system just does not work. Never did find the 2 for 12 bucks map gas deal. Tens of thousands spent at the HD and I must say….. they need help.
Chris
I think I just had a stroke trying to read this… 🙂
Vards Uzvards
Try another store, in Colma. It’s the same distance from your “San Francisco at beach” location. Tool section layout is very different, compared to Daly City HD store. You may find it more appealing.
I have no complaints against the Daly City store though. Whenever I tried to use an app, it showed almost exact location inside the store.
Couple times – right now I can’t recall whether it was in CA or NM – it was not very obvious where the numbered aisle was inside the store, and a person who tried to help me was confused as well (it’s like, the aisle N should be next to the aisle numbered N-1, but in reality it’s on the opposite side of the building, and laid out at 90 degrees to all other aisles). But the item I was looking for was there, when I found the aisle.
Gary R
I must lead a charmed life. According to my credit card statements, I’ve made about 70 purchases from Home Depot over the past two years. Probably about 25 of those were in-store purchases, and the rest on-line. The only delivery problems I’ve had, I attribute to FedEx who, despite an accurate and clearly printed shipping label, left two different packages at my neighbor’s house, two doors down. There was also a shipment that arrived in a pretty beaten up box (although the product itself was fine), but that shipped from the manufacturer, so I’d blame that either on the manufacturer or the carrier.
When I want to pick up something at the store, I generally check availability on the web site first. If what I’m after is in stock, I usually have them text the aisle/bay location to my phone. When I go to the store, I just go through the text messages, and I can find stuff easily. I’ve never done a count to see if the on-line inventory figure is accurate, but I’ve never had the web site say a product is “in stock” when it’s not.
I’m not a big fan of self-checkout at any store, but since HD installed the cordless scanner guns, which seem to be very forgiving of my poor aim, it goes pretty smoothly. The only major pain is with loose hardware, where there’s no bar code to scan.
Staff at the store I shop are generally friendly and fairly knowledgeable. But if I’m looking for advice, it’s hard to beat the folks at my local Ace Hardware.
Tom D
I’ve had little problem with online ordering, but then again I’m very suspicious of ordering things I feel are breakable or won’t be packaged well.
Milwaukee tools in original box? I don’t think even United could hurt them.
A piece of thin plastic like Stuart linked above? I’m going to want to pick that up in person; I don’t trust their warehousers to pack it well.
MT_Noob
My store recently remodeled the checkout lanes. Now it is almost entirely self checkout. It is unclear which lanes are credit or cash. And no one is around to help with the inevitable checkout issues. So they must have gotten rid of the checkout clerks. They certainly did not step up the attention to stocking the aisles either. It is a total mess.I have totally given up on that store. Luckily I have a Lowes and Menards both within 5 minutes of that HD. And if I really need something from HD, there is another store 20 minutes away that I can go to if all else fails.
So long HD. It was nice while it lasted.
Matt
Our HD usually only has one checkout clerk. All lanes but two are self checkout. Honestly, there’s no need for more at our store. Though it’s a nice building and layout, it’s typically not very busy inside. I think they sell mostly to larger contractors here and much of it is delivery to job sites. I think that’s what keeps our store going. It’s also their greatest strength.. Their power tool section is also unmatched. Their selection of other items is middle of the road with middle of the road pricing. They’re obviously trying to attract a different clientele with this new slogan but I don’t see a market for it. If they go after Menard’s clientele they may lose contractors and if they targeted Lowe’s they’d do the same. For a variety of reasons.
Menard’s however is like Wal Mart most of the time. Of course they sell furniture, groceries and everything else. 10 checkout aisles and clerks isn’t enough in that place. No self checkouts. They’re kinda the jack of all trades with quality all over the map. Some really cheap stuff in both quality and pricing and some upper tier stuff as well. They have a very broad clientele with what they do. They don’t have a specific niche though. Still, it works for them.
Lowe’s is a bit different… In store traffic is higher than HD but lower than Menard’s. Usually 3-4 clerks ready for checkout most times. No self checkouts. They don’t have near the contractor sales of HD though. All 3 stores have been updated recently and are actually pretty nice. Each has their strengths and weaknesses. I know when I need higher quality parts on certain items, I go to Lowe’s. It will cost more but you’ll get better parts. I’m referring mostly to electrical, plumbing and some wood. They also carry higher end appliances and flooring. Of course, the price is higher as well. Though I’d rather they kept it that way. If they tried to chase Menard’s with lower cost items or HD with more bulk contractor supplies they’d risk chasing their customers away too.
Tom D
HD still has 730 Packout kits in the Twin Cities area, (down from 799 after Black Friday) – and now they’re back up to $279. I have no idea what their endgame is.
Benjamen
I was in today and the Northtown store dropped them back to $199.
I wonder if it has to do with sale laws. If your regular price is the sale price for a number of months, you can’t call it a sale price in most states. So they have to bump it back up to the retail price for a while.
Tom D
I wonder if Menards going 11% (and so HD matching) has something to do with it.
John
My store is #0732 Thompson Lane in Nashville. My understanding is that it has the highest sales for middle TN. With that said, the card readers at ALL checkouts have been “broken” since summer such that Debit card chips do not work. It requires 3 tries, which takes a while and defaults to swiping. But you can’t swipe from the get go.
I have been told that the store experiences roughly $1 million in product theft each year which they do nothing about. If you don’t penalize thieves, then they just continue the bullshit.
Products for the most part are where they are listed but too many codes, odd jargon are used to denote end of aisles, raceways, random locations all requiring me to ask an employee what the location means, and even they most often don’t know inside their own store.
The loading area is always full with parked trucks, no drivers around, blocking others from actively using the loading space. Always poorly educated, self important dregs of America who are the guilty parties.
I’ve shopped at this store for 16 years since it’s a mile or two from my house. The entire time they continue to store all sheet goods on mismatched steel forks so nothing lays perfectly flat. It doesn’t take long for plywood to warp and hold that crappy shape for life. I’ve asked many times to correct it to no avail.
And with all this for some reason I still shop there because they are close and have things the local contractor supply may not. But, the contractor supply that’s a half mile away carries many unique items Home Depot never has. I try as often as I can to give business to the local contractor supply, but they close at 4:30pm weekdays and closed on weekends.
A simple reason to explain why corporate America sucks is that shareholders are deemed more important than customers. Customers are this unfortunate requirement to them. You can’t make any money if we don’t buy, and you can’t pay shareholders or overpaid execs if we don’t buy.
ktash
“I have been told that the store experiences roughly $1 million in product theft each year which they do nothing about. ”
Wow, that’s an eye-popping amount!
Tom D
Quick math shows HD having about 1900 stores and revenue of 109 billion, or about 54 million per store. 2% shrink is high but not insanely high – according to a quick Google search: “The average shrink percentage in the retail industry is about 2% of sales.”
Of course that includes other shrink too (damaged product, etc).
Stuart
Shrink is a big issue.
At my local store, an electrical department associate was discussing how several rolls of wire were simply missing. Someone loaded up a cart and walked them right out of the store.
Benjamen
Speaking of website issues, if they really wanted to help “Doers Get More Done,” then they’d moderate the joke that is Customer Reviews on their website. Imagine not having to wade through 100 crappy reviews to find one helpful one.
But they’ve made it clear that they don’t care that over half are fake reviews, and the rest are people who got the product in return for a good review.
Tom D
You mean a five-star review “It spins” on an impact wrench doesn’t help? 😀
Frank D
Or the five star positives „ sweepstake „ entries that they keep getting, so people may win some little prize.
Speaking of which. I have not seen the $5000 survey at the bottom of a receipt in a while. Might be due to self checkout. Or they got tired of hearing the duality of good they are or how much the store and staff do not live up to expectations.
Matt J.
Personally, I’ve had much more pleasant online experiences with HD over Lowes. So many times Lowes has canceled, delayed or otherwise screwed up online orders for store pickup (including times where I’ve been able to go in and find the product on the shelves myself). I don’t use either often, but HD has been pain-free thus far. Granted their app could certainly use an upgrade and everything is stocked in the wrong place according to the app map (but so is Lowes’). It sometimes makes sense for me to do store pickup and have someone else pick up home project stuff and keep working, so given past experiences, I usually default to HD if I need to do this.
Jim Felt
I must be the luckiest HD card holder alive.
I’ve never had one screwup regards One Day Sales like the M18 Sawzall with the 12 ahr battery or the last dozen online sales I’ve ordered from HD (Thanks, Stewart!) or the continuous in store purchases.
Also the Portland (OR) stores nearly always have the merch exactly where the HD App says it is. No. Really.
Though I simply never buy building materials from Big Box chains. Only from local contractor suppliers.
Maybe Leviton and Lutron switches are night or the odd 500’ 12gage stranded but nothing that their staff can not find easily or explain.
Why?
We maintain a dozen commercial accounts so as to help support our local vendor base. And a few biggies like Rexel who staff their outlets with actual knowledgeable sales reps.
If we had Menard’s or the one of the few National tool chains I’d like that. But we don’t.
carl
Pro Tip; publicly denigrating a business (even if what you write it true) will not endear you the company’s PR dept. Which may be a clue as why HD continues to completely ignore you and your emails. Obviously HD see’s no value or benefit in communicating with Toolguyd.
Bitter pill to swallow but facts speak for themselves.
Frank D
True, but at least ToolGuyd is up front, transparent and ethical.
Which can’t be said of some other sites …
Stuart
How am I denigrating the company, by stating the facts that there’s no one to talk to about the new slogan? That’s the truth. So is the part where I said I like shopping at HD and that despite hiccups the website will continue to get my business.
I like shopping at HD, but I really don’t get their new slogan. I can’t write the post I want to because there’s no one to talk to, no one to arrange for Q&A. There’s no press release, only an investor announcement I found later doesn’t have any insights.
The people I am supposed to rely on for media inquiries have been largely unresponsive, and so I don’t have faith I’d hear back from them now. I need a reliable contact, and I’m hoping someone is able to reach out to me about the new slogan and initiatives.
In previous posts, I was transparent about the partnership we had with Home Depot. It ended for uncertain reasons, and we’ve been given cold treatment since then. If there’s no one I can rely on for media support, I have to be transparent about it. The hopeful result is that someone will get in contact with me and share the information, details, or insights I’m looking for.
Sharing my feelings about brands is necessary. With Home Depot, I still like shopping at my local stores their online shopping experiences is acceptable. But if their emphasis is on the website or mobile website especially, that’s concerning to me, as the current experience isn’t doing any better than an average job of helping me get things done.
Will this new slogan be connected to any initiatives that might improve the website experience and accuracy for customers like myself? How?
It’d be nice if there were details.
This seems like a big deal, but the lack of details has been greatly frustrating, and it’s compounded by not having anyone to reach out to.
I’m a need-to-understand kind of person. When I can’t get the insights I need to properly cover a story, I have to discuss why.
I didn’t intend for sharing my shopping experiences to lead others to do the same. The video promo for the new slogan had me thinking about whether or not their mobile and general website experiences and services help me get things done, and they haven’t been perfect. It seemed related to me. The mobile and web-based experience seems to be the focus of the promo video talking about “how doers get things done,” and so it was appropriate to bring up my recent mobile and web experiences.
Perhaps I should have assumed this might happen, as some past posts about Home Depot or Lowe’s ended up with a lot of complaints about store and shopping experiences, rather than about the main topic focus.
Is there different inspiration, meaning, or context behind the new slogan? I’d love someone to shed light on this. Who?
A company like Home Depot has a lot of different communications contacts, and usually situations like this result in a new reach-out.
The people who I was supposed to rely on for media inquiries failed to respond to my recent inquiries. Unfortunately, I have to fold this into the story to explain why I’m left trying to guess at what the new slogan is about. All I’ve got to go by is a marketing newsletter mention and a short video clip that seems to highlight a smartphone-based shopping experience.
Tom D
It seems quite clear to me that HD has farmed out some (or all) of their marketing to a “social media” marketing firm, which is bungling through burning all the cash as fast as they can (as is usual).
https://corporate.homedepot.com/newsroom/how-doers-get-more-done
As it is their push seems very … uncoordinated and I’m not sure what they’re doing, or if they’re doing more of it.
Andrew
Sounds like a craftsman slogan
Shatch
Same complaint as Stuart on the store location on the mobile site, never right and now in the wrong state (?)
If I drive 30 min. either direction the Home Depot’s are drastically bigger so that’s just salt in the wound, like my area only deserves a “3/4 store”
As far as the Home Depot “social media influencers” when I see the white pegboard and 24 lime green cordless tools, six of which are drills, I usually keep moving.
ktash
The slogan: “You can do it. We can help.” emphasizes two roles, the customer and the business. As a customer, my job is to do stuff. As a business, their job is to help me do it.
The slogan: “More Saving. More Doing” Means less help from them, but I still do it and they save me money so I can do more of it.
The slogan: “How Doers Get More Done” Is only about me, the doer. Business not there to help as in #1. Business is not there to save me money as in #2. In this scenario, it’s just work and more work.
My local store is actually better with online pick ups than they used to be, like *way* better. They used to be really really horrible, so noticeably better now. The returns desk which is in the same location is also noticeably better.
It’s not that easy to find stuff on their website Or in their store. And it’s a mystery to me how and why the website locations are seemingly random from various parts of the state I live in are chosen. I always have to change it back to my local store. It seems to never give me my local store. I know they use cookies, because if I put something in my basket it stays there.
Be that as it may they have one big advantage over Amazon. Recently in doing a bunch of DIY stuff over an extended period, I bought nearly everything from Home Depot rather than Amazon even though Amazon is quicker and sometimes cheaper. Why? Mainly the return policy. Doing extensive project, I needed to be able to return things after the 30 day window that Amazon gives me. So if your project takes more than 30 days what can you do? Plus for some things you have to pay return shipping which can be more than the cost of the item itself. Lowe’s return policy is not quite as good but still better than Amazon.
Tom D
The ONE YEAR return policy if you buy with the HD Card is amazing. If people don’t know about it – the PROPER way to do a project is to go to the store, buy every possible thing you can even think of maybe using for your project; do your project, and return all the stuff you didn’t use.
Joe H
I’ve had lots of problems finding stuff in store. At my local store I have to buy the shelving brackets I like in the miscellaneous isle with water dispensers and as-seen-on-tv stuff because their shelving and shelving accessories isle has only a few shelving brackets and lots of empty shelf space where they could have put the rest of the shelving brackets. I was looking for lock de-icer which comes in a tube the size of a AA battery and most of it was hanging on the corner support of an isle and was blocked by a promo stand for another product. The rest were sharing a hook with another product. Even the associate helping me didn’t see it there. Oh and I hate when prices are missing from the shelf.
Perry
I have to say, the home depot stores about an hour from me in each direction are far better than the local Lowe’s. I can actually use the search function on HD’s websites vs. having to click through departments at Lowe’s because the search function is basically non functional.
We have a Meeks lumberyard locally also, but since they’ve been bought out by a corporation out of southern California, the inventory is non existent.
I grew up in sawmills and lumberyards, been in construction for 27 years, and I’m amazed at how poor customer service has become with the big box stores.
Charles
Home Depot can be a pain, and I get every critique here.
But it’s still far better than Lowes.
Lowe’s slogan should be “Lowe’s hates pros”
Larry K
Not here in Gainesville FL. Just the opposite, especially the Butler Plaza store
Q
Toolguy,
You can make a change by sending these comments to corporate. They do take these comments seriously especially if it will improve sales. Local complaints at store have minimal impact. Email VP of Marketing and expose them to your website and you can improve the shopping experience for all of us.
Stuart
My feedback and questions have fallen on deaf ears in the past.
“Why does Home Depot Canada mention country of origin for tools and products, but not Home Depot.com?” I’ve never been given any answer to this.
“Why are there reviews for the wrong products on many listings?” To that, I’m just told “that’s the review aggregator and how we programmed it, this is helpful to customers.”
I wrote open letters to Sears before:
https://toolguyd.com/open-letter-to-craftsman-and-sears-why-ax-professional-and-usa-made-tools/
https://toolguyd.com/open-letter-to-sears-please-fix-sears-com/
Home Depot’s website isn’t perfect, but it’s FAR better than the worst I’ve seen. It’s acceptably useful.
Tom D
I suspect (but cannot prove) the answer for the first is that Canadian law requires country of origin to be listed.
Review aggregators are notoriously bad; such that reviews are often nearly worthless.
Larry K
True. Lots of fake reviews for LOWE’S & HD. You can spot them easy since they use effusive, glowing praise & language most tradesmen don’t use. The longer the reviews, the more likely it’s FAKE
Larry K
Here’s the email address for the HD CEO, Craig Menear: Craig (underscore) Menear at home Depot dot com. He replies if you don’t put too much trash talk in your email. And keep it no more than one page. He’ll have his corporate staff reply
eddie sky
I dislike the big box Equally:
-If online order shows stock of 1, you can bet its not in stock
-If app (even if in the store) shows you 1 item (or less than 10) in stock, chances are its not in stock, or the item(s) are in a place that you can’t reach, and no associate is able to find it (happened with sparkplug for mower…)
-bad customers put items in other places
-evil customers steal items from packaging (higher price) and put in lower price item. happened to me and neighbor that needed Lutron outlets… item in box was not what box indicated. HD employee at returns says, “happens too often”
-self-checkout is nice if you are able to scan, and pay and leave promptly. But near me, self-checkout is ALL they have open…and 1 Pro lane which is 5-7 carts of lumber deep waiting on price check of item
-I will never use the Lowes or Home Depot installation services. Their customer service are horrendous, their staff are unprofessional and their prices are not competitive. (Even Pella rep had nothing nice to say about the Lowes install I had).
-Lumber at both boxes is wet and warped. I will drive 30 mins for a lumberyard, even if it costs 1.5x more, atleast its good and the service isn’t “scan it yourself”.
Funny that I am, like the blogger here, in NJ. There are atleast 4-5 HD and Lowes within an hours drive (PA, NJ). And each one has a different floor plan, entrance, some have tool rentals, some don’t, some have garden center, some have small pavers/plants section. Some have helpful staff, others have rude or “don’t look at me” staff. But I will patronize them only if its something I need asap. Lately, though, I have found nicer service and info from local nursery-tree places (HD sells only what grows in your region, and most plants I’ve bought are diseased and need treatment…) and I’ve started to go more to Ace Hardware, and local paint stores. I will pay more to have less people and not deal with self-checkout.
Jo B
I have little tolerance for the crap service and lack of stock at the big box stores. One of my favourite things to do is phone the store manager and ask them to come find……. that doesn’t seem to be stocked, jump on a till, teach their incompetent staff to……., restock…….., teach proper manners to…… in department…….. They get really irritated, but how else are they going to learn. If you call the HD head office and file a complaint against the store manager, you get better results too.
Oleg K.
Their true slogan should be “I’m on lunch” or “I don’t work in this department” because that’s all you normally get from their employees who clearly hate their jobs and despise their customers. Home Depot is one of my most favorite and yet most hated places, specifically due to how useless, lazy and hateful their staff is!
Larry K
Almost none of the HD store staff at both Gainesville FL stores have ANY trade or construction experience. I’ve got the same reply as you have many times. So I don’t even bother asking anymore….
Larry K
The HD mobile app never puts messages in my message page.
The HD on SW 4th Ave here in Gainesville FL is a nightmare. It took me 40 minutes to get 5 small countertop items checked out one day. I got a bit loud with the Asst. Mgr over the inexcusable delay. Some young late 20s or early 30s guy with no clue that top spending Pro customers should get priority service. I’m a service disabled Marine vet with gunshots in both legs. Had to finally ask for a chair to sit down since I cannot stand in one place for very long without getting pain.
NOW, my Biggest Complaint: Although HD says it gives a 10% discount to veterans, the policy is stated NO WHERE on its website, unlike LOWE’S which states it’s Veteran policy plainly. I had to ask several employees where it is posted in the store. Finally, I’m told it’s behind the customer service desk in a drawer. It was all of one 8.5 x 11 sheet of laminated paper. Bottom line, ONLY in-store, in stock items are eligible for the 10% discount & NOTHING else, even non-sale items online. LOWE’S gives me 10% off on Every purchase. And their online order pickup desk is always fast, no more than 10 minutes tops.
I searched and found the email address to the HD CEO, Craig Menear. It’s Craig (underscore) Menear at homedepot dot com. All you guys should email him and give him a piece of your mind about all the underhanded stuff they pull on customers, even those of us with HD Pro accounts. Say what you will about Lowe’s, but the Butler Plaza store here in Gainesville FL has excellent managers, asst managers & floor staff who are almost all very knowledgeable with past trade experience. I spend 3 times there than at HD. I only go to HD to get tools & other stuff that Lowe’s doesn’t carry. BTW, HD pressure treated wood is always soaking wet & has to be dried out at least 2-3 days before it can be used & it shrinks quite a bit. Only DIYers & hackers install wet wood!! Hope my comments help you guys out