The Home Depot

Evelyn - I think was her name

Was incredibly rude and not helpful while trying to exchange an order made online. She was very dismissive and sent us to another employee eventually.

The only saving grace was Kaylee - who was incredibly helpful.

I ordered 1 toilet and mistakenly received two toilets. When I tried to facilitate a return, it was extremely difficult to get a hold of anyone to coordinate a pick up. When I called, I was put on hold for more than 30 minutes without any reason why. This was a truly awful experience that illustrates bad customer service

If you're looking for a new washer and dryer, I highly recommend this Home Depot. Go look for Debra who works in this area. Home Depot is lucky to have her! Debra helped us to navigate all the different options that are out there with helpful tips and things to watch out for. While she won't tell you exactly which one to buy, she'll help you trim your choices. Our basement space is quite narrow and she was quick to point out that older and newer machines have different dimensions. As it turns out, older machines were built with a more rectangular shape (I'm paraphrasing here!) even though they appear quite square which is how we were able to fit it down our stairs. Newer models are more square so we had to be really careful to find one that would fit down the stairs to get into the basement! Debra was an absolute gem and really made the shopping experience far less stressful!

Now, in general, I will say, I've never had any issues with this Home Depot. Every staff person we've ever interacted with in the store has either helped us directly or has found someone in the appropriate department who can help us figure out our home reno issues.

Happy to have this Home Depot around!

Very poor customer service no matter how you support the store and Home Depot.
I have been treating very rude on Oct 13th, 2023 by the manager named Charles Caillier just because he does not familiar with his work and he made the mistake. I am not the first one to complaint about him (just check Google).
We are a loyal customer of Home Depot. My family spent millions US dollars in Home depot in the US.
Regard to this store, we spend $13,000 recently and placed another order with $50,000 in the store. (I can provide records)
I always support this store because there are a few employees are very nice and professional. But Charles Caillier’s action deeply hurt me.
The whole thing as following:
1. I went the store to help my customer to buy some items through the US gift card. Before I pay them the casher talk on her intercom to ask something with Charles Caillier. I asked her 3 times if there any problems. She said no and finished the transaction.
2. When I was there to put the items in my bags, Charles Caillier suddenly appeared in front of me and said he had to cancel the transaction. Because they are not accept the US gift card. The policy is on their website and asked me to check about it. I said I am in your store, no one told me about that. He just said twice that he has to cancel. He just to do what he wants without to hear what I tried to say. I tried to stop him but I can’t (I am a thin and small lady). I asked him to explain to my customer he refused. He returned everything without I consent, without use my receipt and provide any returned receipt to me.
3. I was very shocked by his actions.
4. I had to be there a long time and tried to fix it. He told me the money will be back to the original gift card but not. Then he said the money will be on Monday because he does not has the authority to finish it. If he does not has the authority how he can cancel the transaction?
5. I am a highly educated professional woman who has never been treated so rudely in my life. I feel very uncomfortable no matter that moment until now.
I cannot remember how I back to my home. And I felt so sad that I had to went to the store to talk to another manager the next day because I cannot sleep for a whole night.
Then I had to go to see a doctor because of the Physical and Psychological discomfort.
6. In the whole process, he said he was misunderstanding that’s why he allowed the casher finished the transaction. But why the customer has to pay to the employee’s mistake?
7. The more interesting are:
Even now, their website just said “the US gift card may not accept in Canada”. For sure is not “can’t use in Canada”!
Now they tell me that this money cannot be refunded to the US card.
8. Now, we lost the customer. My partner had to the store to fix the issue. I had to went to the store 2 times and I had to call them a few times and tried to discuss with the incident.
I feel very sad about the incident!
How uncomfortable when I am still spend money in the store!
What a waste of time! (Not only me, but also Home Depot!)
Why a customer has to pay to the employee’s mistake!
I wish there is one from Home Depot who could properly resolve this incident.

I had to return a toilet that I had ordered online (wrong size). I thought I had ordered it from this location but as it turns out it was another location. Marina in returns is a STAR! She assisted me ably. Glad that she was there together with Charles.

Terrible service from the staff. The item I was looking for said they had 20 in stock but no one could tell me where to find it.

Men's bathroom was filthy and smelly. It should not be open to the public especially during Covid.

Great customer service. The customer service desk was very helpful. I really appreciated their professionalism and care. Great store and employees.

Excellent service and wonderful employees knowledgeable and very helpful and friendly. Great prices and products needed!

I called, waited 5 min to talk to someone, they finally answered, then hung up.
Then called again, waited, finally talked to someone, they sent me to the wrong department.
Finally talked to someone, asked can’t they just look up the product instead of sending me to the department?
Asked what it was I wanted again, they found it.
Quit being so cheap, hire a few more people n train them.
This happens to often.

Recently had our Ac and furnace replaced by Home Depot. The service was great, install was fine.but for some reason they had issues taking my money. Installers kept calling me asking if I had paid, and home Depot had difficulty processing my payment. So long and short, it's a good store if you need supplies, and the services they offer aren't bad either. Just be sure you know exactly what you want and have a general knowledge base before you request their services. But you can say the same about any place.

The only reason why I am giving it three stars is because of the assistant manager Herman that finally helped me out. Needed to know about sending some concrete, spent 30 minutes going from one person to the other, with one of the employees telling me that we are not actually like the commercial. "You can do it, we can help. " But got a little bit of help from the assistant manager who was very busy and Herman did a great job trying to do the best he could. Doesn't fall on him, falls on the organization itself. With that being said, the three stars are very generous

Love Home Depot. The price is competitive and staff are helpful and friendly. What makes difference is when there is problem, you can count on someone to help you. Ms. Cheri from the HD Resolution Team has contributed to turning our negative shopping experience due to pandemic to another positive one. Thanks,
Austin

Our purchase of appliances was negatively affected by pandemic and delivery. But we are grateful that Moe (Mohinder Gill) at this store saved our shopping experience. He listened patiently with understanding and empathy. If it wasn't because Moe helped reaching out to the right people and actually followed up his words, the experience would be entirely negative. With Moe's help and his manager Kali's support, the end result is satisfactory (adding the understanding of unusual time we are living in now).

I went to HD at Gerrard Square to purchase a stacking Samsung dryer. I had purchased a matching set 5 years ago and the dryer malfunctioned, and it needed to be replaced. I had the unfortunate displeasure of dealing with a long term appliance salesman. He was passive, aggressive and disdainful. He refused repeatedly to have my new dryer installed by their third party delivery company citing that Samsung had changed their designs since I had purchased the original matching set and that their new design was not compatible with their old 'stacking kit'. For this reason the salesman refused to have my dryer installed saying the third party company would refuse to do the installation due to liability issues. I went to their customer service desk to complain because I am a 60 year old woman living alone. This gentleman was nice enough but had no solution other than to drag me back to the first salesman who again refused. The customer service rep then suggested I purchase a hand truck to do the installation myself. I guess HD male employees expect a 60 year old woman to lug appliances around with a hand truck. I left to arrange a third party contractor to install the dryer. I returned the next day to purchase the machine off of the same dreadful salesman. When the dryer was delivered the delivery men began to install the dryer while my contractor stood watching. I asked the what they were doing and they looked confused. I informed them that the sales person at HD had told us that they would not install the dryer due to an incompatible stacking kit. They appeared confused again and told us that the stacking kit was compatible and the new machine came with a new stacking kit as well. They left and my contractor and me ended up installing the dryer. I want HD to reimburse me for the contractor. I sent an email to their complaints department that bounced back saying they don't monitor the email account. I called their customer complaint telephone number that left me on hold for 35 minutes until a robot came on and told me that the number can't be connected and hung up. Pathetic. Pay for my contractor HD. Your customer service is abysmal. Where are your management team?

Great store, with good inventory. The staff at this location are helpful. Absolutely love the checkout out process!

This happened a few months ago and I’m kicking myself for not getting the employee’s name. I wanted paint samples for a DIY project I was doing and when I called ahead, they were amazing. I got there and they had a full set of paint samples for me in varying shades of the green I had described. They worked quickly and were absolutely amazing. I got the paint colour I wanted and went back the same day. Again, so fast and so knowledgeable and kind. Will 100% recommend and come back.

I love this Home Depot. It always has what I want in stock. Today I was looking for paint colours and a paint expert was there to assist.fantastic!

I have a bad back and the flooring associate Jason saw me struggling and offered to help me load these stone tiles into my cart for me and brought it to the front for me. What a nice young man!

Sometimes hard to find staff, but that’s true of all home improvement retailers. The staff they have are great, from Roger in Millwork/Windows/Doors to Glenn in hardware, to Stacey the Store Manager who was out delivering online orders to cars when the lockdown was in place. I wish we had a full size HD in the area but Gerrard carries most of what I need in a pinch and is super convenient.

I find a Gerard St.location more of a showroom for Mom and Dad to go visit. If you're a contractor looking for specific job related repair parts that's not the first location I would go to unless you happen to be around the corner but there is plenty of parking
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I wanna preface by saying I appreciate that employees are there to help us but my pick up experience was not exactly pleasant today.

I submitted the "I'm here" form and waited for my items at my parking spot. And when one of the employees came and handed me one of the items I purchased, I tried to explain that I should have two. But as I was trying to tell him, he said "there's only one" and LITERALLY walks away from me, still in the midst of speaking to him. He just didn't want to listen. So I had to go line up at the in-person pick up and waited again behind several other people before I got helped again.

Home Depot, what's up? I know none of your employees wanna be walking back and forth bringing customers things but walk away when they didn't give me everything I bought? I do not understand this.

5 stars for Debbie. Debbie went above and beyond to make sure my overly complicated order was taken care of, really great team at this Home Depot!

Staff very helpful finding Murphy's oil soap way up on a top shelf.
A bit busy today. In advance of the stay-at-home covid Ontario gov't directive as of tomorrow.

If you order something online, and you get an email saying to pick it up, maybe, HAVE THE ITEM. Large fail.

It's a small location so it might not have everything you're looking for. It's still great for a lot of every day needs

Amazing and upstanding staff. Took the time to find what I wanted for curbside pickup while I waited and charged my card over online shopping.

This is my favourite Home Depot. The team there is just so amazing and one of the managers Craig (who I think s at Stockyards now) was so helpful and supportive over the years as I hand built my business. Definitely go there!

So I've been to this store on and off over the years and have never had an issue. Their curbside pickup has been pretty great through the pandemic as well.

However, today I needed to return a light fixture that was the wrong size and I had hands down the rudest experience I've ever had in a retail setting. A man working the customer service counter today was incredibly nasty for no reason.

I was actually in a bit of disbelief because the whole process was quick and smooth. I'm not sure what kind of a day he had and I empathize with anyone working retail in a pandemic but my mere presence made him visibly angry. It almost felt like he was trying to pick a fight or was the very least aggressively condescending. Anyway, I'll keep shopping here, and I think others should as well, but I hope that guy feels better. Don't catch him on a bad day.

Usually have a good experience with this store but curbside pickup needs some work. Signs outside aren't clear as to where to go in. So I walked into the store (this was during the stay at home order) and was very rudely told off by a younger male staff member and given no directions for the right spot. Really left a bad impression and I would probably choose shipping to not deal with that staff again.

Good products but the staff could do with learning more customer service. You can wander for a long time across the store without getting anyone to offer help, which is daunting for a first time home owner.

They are not very helpful at this home depot. And once you want to find a employee to help you out it takes a long time to get them to help you. And some of them are very rude. Please improve your customer service skills and be more nicer to your clients. Please and thank you very much

Disappointing stock- didn't have the mulch needed, and had to then drive up to the Eglinton and Laird store.a little bit of an inconvenience.

Honestly I always spend more money than I need to here lol. It has everything I need when working on a project and the staff is always helpful.

I also have the bad experience from the guy from Jamaica and there's a big fat white lady in cashier area she doesn't like to do anything in her life, if you don't want to work in that place just quit, no customers would like to see your ugly frown face after ask a simple question ㅡ. ㅡ they pay your salary

This is a great location for a pretty much full sized Home Depot. At first glance it may appear smaller than those in the box stores. But I believe the bulk of the lumber is in a different entrance. I guess this is how things were done prior to the large bulk stores I mentioned.

I returned some screws here a while back. I was served by a guy named John I believe. Very rude customer service from the beginning with s bad attitude. No please or even a thank you at the end. It really turned me off going to this location.

This store has just provided me my WORST service experience of my life! I had a problem with a kitchen cabinet and when I brought it in I was told flat out, "sorry for your luck, we don't carry that anymore so its not our problem", well of course they don't carry it any more because they fall apart and are useless. But rather than helping me replace it the manager essentially told me to hit the road.
Goodbye home depot, glad business is so good you can afford to loose a good customer, over 10K last year.

It's great to get what we needed for moving but bleep the cost of the material (same pricy as else where) makes it a good chunk of change.

In general a nice store, with a good variety of products and overall good prices. The staff is helpful, however not always easy to be found around - they could offer a search system that says exactly where a item can be located in the store, so it'd save time for consumers.
Also, I miss more environment friendly/ recycled material products that other similar stores are already offering.

Easily the worst Home Depot located in Toronto. It's no fault of the staff, but due to the weird shape and limited space, it's hard to find anything. Lumber is stored in inadequate climate control.

Parking is a perpetual nightmare. Pro tip: don't even try to use the parking on the entryway level. Even if you get a spot, you may get stuck. Just go up into the garage and use the elevator.

Too expensive you better off going to Canadian tire get the same product for less the staff there are not very helpful and I'll come up to you and ask you if you need any assistance it would be nice if they were customer-friendly but they're not especially the one that you were at square they're not customer friendly which is a shame because I see a lot of people walk away disappointed if they were to do a survey out front on how customer service they are they would get a bad review I'm sure there's some stuff of that are nice I just haven't found them yet but that's just me

Good customer service but they didn't have the product I was looking for. Had to go to a bigger store.

I was in a tight spot and needed a quick advise on getting a job done and an associate in hardware help me out. Thats the kind of service i needed and Home Depot came thru for me.

Recently did some home renos and painting and each time I went here I was treated extremely well whether lightbulbs or paint. Speaking of paint support I wanted to give a shout out to Alex. He was super helpful, cheerful and was able to answer all my questions and give me great suggestions.

Horrible staff terrible parking just a nightmare.worst homedepot in Canada by far! Don't go unless you feel like punishing yourself with useless staff poor shelf stocking and next to none customer service.

Service Rep Danielle, was extremely knowledgable about their products and assisted me in choosing the right product for my paint job!

Usually cannot find what I need and am often told that they are a smaller store.so my preference is to go to Wicksteed location where they carry just about everything.

This Home Depot was one of my favorite location. James the store Manager now made it my favorite location. He is the reason I will keep coming back, and promoting it as the best Home Depot location in the Toronro area. This Manager immediately looked after a minor negative employee interaction I had. I'm so impressed and very grateful to him for how he handled my issue. Home Depot put the right person to lead the Team. James I hope Home Depot recognizes what an ASSET you are to the Company. Thank you again James!

Weak selection of supplies and they don't supply cashiers anymore. They are forcing self-serve checkout.

Truly incompetent staff. No one is willing to help. Asked multiple employees for a hand in the gardening centre and each one told me that they were unwilling to help. Truly a bunch of slack jawed idiots.

Ok for a big box store. They have a huge selection, but as far as shopping experiences go, it is underwhelming. Sometimes very difficult to find someone without wandering far from the area you need help in. Most associates are friendly, but many don't have more than a basic understanding of their products and are not much help to professionals looking for solutions to odd situations. It is handy though to have in the neighbourhood and the convenience trumps a lot of the negatives.

Home Depot needs more employees like Ross in Lumber and Val in plumbing. Both very knowledgeable and extremely helpful.

A good selection of items and you'll probably find what you're looking for. Some of the employees there are pretty helpful, depends on how busy it is. There's a parking lot where you have to go behind Gerrard Square first, but it's much better to park there especially if you are buying heavy or bulky items.

You can never find anyone to help and when you finally do, it’s not the right person for that section then you have to wait another 20min for someone to help you.