Heh, did a Lowe's just open up nearby?

There must have been some regional managers there or someone hired guns that are evaluating employees.

I find the only people that are helpful in HD are the ones in the paint and power tools department, because those guys typically know what they are talking about. Nobody else wants to help because you're buying boring crap that they don't care (or know) about.

Luckily my home store (Nanuet, NY) has a guy in the power tools department that actually...wait for it...LIKES WORKING THERE. He's always eager to help, and he helps more than you ask for. I can go in looking for a circular saw blade and by the end of the 10 minutes I'll know exactly how to frame an unfinished basement.

Holy shit, because this just happened to me in the Home Depot in Daly City. I was looking for something (bathtub spouts) and was in the completely wrong area of the store.

Friendly employee comes over, asks what I'm looking for, and then proceeds to *take* me to the correct aisle and show me where they were, half way across the store.

Everyone was uber friendly. Something definitely changed - perhaps new kool-aid flavor?

When Home Depots began to show up near me, they had GREAT customer service, there was someone in every aisle ready to help.
What that did was get you to change your shopping habits to Home Depot instead of Builders Square or wherever you used to go.

It worked well.

But months later I noticed there were fewer and fewer "helpers" available until eventually there was pretty much no one.

When a new Home Depot opened up about 10 miles away from that one, I noticed it had the same "helpers" in abundance, and several of them I recognized from the previous store.
Eventually they were gone too.

I personally think this is more of a PR stunt than anything else. Don't expect it to last.

I've never wanted for Home Depot service, honestly. Whenever I go in, there's always someone around to try to help me find what I need even if some of the employees have serious machismo issues.

There was a Home Depot employee by the entrance that greeted us with a clipboard in hand...Four helpful, friendly employees within as many minutes.

If this happened to me, I wouldn't go back. Perhaps I'm in a minority, but I'd rather be left alone until I decide I need help..and then I'll find my own. I'm too cynical to deal with the smarmy greeters.

And when I've needed real help (eg advice on an electrical or plumbing project), I've had much better luck finding someone with knowledge at Lowes.

I've been shopping at home depot for years, and I was there last weekend and they just had TONS of employee's standing around in random departments and at the entrance of the store waiting to help, something I had never seen before. I just figured perhaps Home Depot must be doing good to be able to afford to staff this many people for no reason other than to help customers.

A map of the Home Depot Labyrinth is revolutionary. Can Wal-Mart start handing those out too?

I do not think the problems is with the Home Depot in general its just with some locations. I live in between two (Glendale and Burbank) and shop at both. Granted there aren't enough employees to cover all of the store and you have to kind of hunt one down but when you do find one they are extremely helpful and kind. One place thats horrid is the North Hollywood location.
The Glendale one once pulled three employees to physically search for a shed we wanted after the computer database said they were out of stock. They kindly searched the other store inventories and told us the North Hollywood one had it. We went there and customer service simply looked on the the computer and said they didn't have any and didn't try to help us out any further. We went and hunted it down our selves. I was pissed and filed a complaint against the employee.

I went a week ago and sure didn't get this service. A map would have been awesome. Cause putting shower handle knobs 2 rows away from new shower setups doesn't make a damn bit of sense.
I even asked the door guy for what I was looking for and he pointed me to his left. Solved that 50/50 problem I would have had on which side of the store to start my hunt on :\

I've always had good luck at Lowe's vs. Home Depot. However, the local Lowe's is in my town, which has a small population, but lots of space. The Home Depot is located in a large suburban area off of the mall. As a result, the customer service is less strained at Lowe's, and I've yet to have an issue with them.

Yeah, well, every time I go there what I need is on the isle blocked off for the fork lift. EVERY TIME!

When Home Depot first opened in Maryland, they had employees who had actually worked as contractors. The plumbing guys knew plumbing, the electrical guys knew electrical, etc. I remember going in for a pvc plumbing part and the guy just took a quick look at what I was holding and pulled the correct part out of inventory.

Now, not so good. It's become more like Best Buy where the average customer has more knowledge than the store's employees. If they're going back to what made them good, that's good news. There are probably enough building contractors looking for work that HD could take their pick. But I wouldn't want to bet the rent on that happening.

About a month ago, my wife & I went to the Home Depot in Somerville, MA, and were amazed at the level of service we received.

As the OP did, we were met by a greeter asking us what we were looking for and then she directed us to the appropriate aisle of the store.

When we got there we also were approached by another employee asking us exactly what we were looking for -- which was a stainless gas range.

I think it is a sign of the times -- Home Depot is realizing that crappy service isn't cutting it for them. I've never been treated that way in a Home Depot before and both my wife and I commented on it on the way home.

I am totally impressed with the way the store in Bellevue, WA has been completely de-Nardellied. The store is clean, you can walk the aisles without tripping over displays, and now there is good service.

I don't think it's coincidental that I recently participated in a customer satisfaction survey following a shopping experience at Home Depot, and the second half of the survey involved comparing the customer service experience at HD vs. other home improvement and hardware stores. I think there is a widespread sentiment that Lowes in particular is a better overall shopping experience.

I can't help but think that the experience of watching Circuit City get beat out by Best Buy and going down in flames (or Linens-n-Things vs. Bed Bath and Beyond) has got HD thinking that there may not be room for two substantially similar box box home improvement stores in today's economy, and that customer service and other aspects of the shopping experience are major influences on the decision of which one to patronize.

that home depot is right by my gamestop, we've had to go there to buy store supplies periodically and they're always helpful.

however one time one of their managers tried to return something at our store outside of policy, and I refused. It was one of those situations where I could have made an exception, but as soon as I intitally stated the policy the woman started being very rude and insulting, so at that point I had no desire to do it at all. She actually said "I'm a manager at the Home Depot across the parking lot, and I'd do it, so it's no wonder you work in this crappy little store, you couldn't manage a real store and you don't deserve a job"

My response was "Lady, if I came into Home Depot and talked to you the way you're talking to me, you'd have me kicked out, and that's exactly what I'm gonna do now"

I had a bunch of Home Depot gift cards that I was saving up because I feel that Lowes has typically offered better prices and service. Low and behold, when I went in this weekend I had the exact same experience as the OP. I don't know if this is enough to bring me back since my wife loves Lowes, but I thought it was a nice change.

@Michael Belisle: As far as I know, most home depot's have maps... they're just tucked away in an obscure bin near the EXIT. i worked there three months before I discovered them.

@AgentTuttle: Would you rather get crushed by falling lumber?

I went to Home Depot last week to get some blinds cut and received excellent customer service all around. Its a pleasure to shop there.

@RudeandRude: In most of the stores around my town, I can find adequate service at least. Usually it's pretty good. The only exceptions are Wal-Mart, formerly Circuit City, Best Buy depending on the day, and I think K-Mart, but for fear of my safety I haven't entered that store in years. It has that back alley at night feel, makes you want to travel in groups. It's dim, dirty, dated, and feels dangerous.

I, to, live close to the area of the OP. Having moved here a few years ago from Georgia, I felt an allegiance to HD, and that is where I went. I got the typical ignorant and bored "service" from the few employees on the floor, and checkout was horrid.

I decided to give the Lowe's Burbank a chance and received unreal service AND a 50% discount from the store manager himself. I observed as all around me, one-on-one service was the rule, not the exception. I also about fainted as I watched competent cashiers who simply, without screaming "MANAGER," overrode some prices and took care of the customer on their own initiative. It was a revelation.

I hope HD has amended their ways, but unless and until Lowe's Burbank screws up royally, they have earned first crack at all of my hardware/home improvement business.

@RudeandRude: Home Depot loves to hire retired plumbers/pipefitters/electricians/HVAC's to head up each department. Generally speaking, there's at least one relatively knowledgeable person in each department, because they spent a good portion of their life working in the field.

At least, that's been my experience at local Home Depots (and I happen to know a retired electrician who works for HD).

/pseudo-shill

@RudeandRude: Not really. I've noticed quite a difference at every HD store I occasionally shop at.

Home Depot was run into the ground by former CEO Robert Nardelli (who left to become CEO of Chrysler--wonder how that's going?). Nardelli pushed an agenda of over-expansion, including the purchase of Maintenance Warehouse. It was under his watch, HD developed a reputation of the big box retailer where it took 10 minutes to find someone to help you.

When Frank Blake replaced Nardelli, he switched gears and really pushed the company to focus on customer service. He's well-liked within the company and is known to frequently make unannounced store visits just to see how things are going. It sounds like he's been pretty successful.

I only go to HD if I need something like a packet of screws and the nearby hardware store is already closed. The place is always deserted of employees, you have to chase someone down and beg them for help. We tried to buy a generator and they literally wouldn't sell us one. It was too much bother to go look for one in the back and they wouldn't sell us the floor model.
Lowes isn't much better. They got rid of the helpful floor walkers months after they opened. They have also had issues with some very odd employees. Though they seem to get rid of them soon after.

I went to Home Depot a few weeks ago and within five minutes 3 customer reps had spoken to me to help me find what I was looking for. I walked out the store very impressed (I'd almost gone to Lowe's) I had to call my mom and best friend to tell them how interesting it was that folks actually were trying to help. Even for the smallest of items (i needed bug spray).

@thetango:

As an above poster referenced, stores were often initially stocked with folks who'd done contracting work. In today's crappy economy, it's entirely possible that those same contractors, looking to pick up a few bucks until the home renovation market picks back up, are suddenly available for HD/Lowe's again.

The HDs in Albany Oregon and Corvallis Oregon have also displayed this dramatic change in operations. I too was a bit taken back by it, as I've learned over the years how to fend for myself in the Labyrinth. And then at checkout, it was a breeze with more checkers than customers, I didn't even have to use the self-checkout aisle!

This just happened to me in Chicago today too. I was approached no less than 4 times today while getting painting supplies.

Glad to see the change.

I think it's pathetic that the OP's first reaction to service was suspicion. Not pathetic for the OP, pathetic for all of us and the state of customer service. It's a good thing we don't make stuff like steel anymore because if American put the same crappy work ethic into that as we do in this so-called service economy, we'd be in big trouble.

AmericanS, I mean. Also crappy spellers! :)

Interestingly, I've had both good and bad experiences in the same Home Depots. It depends on how crowded the stores are. In these economic times, there are bound to be fewer customers, meaning increased attention to customer service.

In the past, any time I've been able to find an employee, the service has always been exemplary. Really. No complaints at all. The complaint would be, there are too many ignorant customers in the store needing help (like me, when I need help).

The only real difference I see is this: in some of the Home Depots I go to around here, instead of a store employee greeting you at the entrance, there's a security guard (and yet, no one at the exit).

The same thing happened to us today. I went to my local Home Depot to get a drill bit and I was surprised to have someone to come up and ask me if I needed help. Normally we have to search for someone to help us. I came back that afternoon and the same thing happened, an employee was on her way somewhere and asked us if we needed help. Bizarre, but nice.

Good service from Home Depot? It will never last. How do I know? Well.....they used to have good service then they fired all the experienced, good ones to hire low-wage teenagers who ignored us. Just because the economy is bad and they are afraid (for once) of losing business they decide to have pep rallies and seminars. When the economy turns around expect the same rotten service with a frown.

I might get yelled at for saying it here, but one place that I always get good service (Being greeted at the door, employees asking if I need help and then doing what it takes to help me) is Best Buy. They have never tried to upsell me on anything, they just seem to want to help. Every time I walk in, it is actually such a pleasent experience that I want to go back.

I applaud Home Depot and Best Buy for their efforts and wish other stores would follow their lead.

@Barrister76: Unfortunately as the analogy goes, Best Buy is still in business while Circuit City has recently shuttered.

This is weird. I too had a strangely positive customer service experience to Home Depot today.

My wife and I had been saving up some money to get a swing set for our 3-year old. We priced out basic wood beam DIY models at Home Depot and Lowes, eventually deciding on a small kit with two swings and a slide. We had originally priced it out at $270 (+ tax) for the kit, lumber and slide.

Today we went to make the purchase, and balked when it rang up at nearly $100 more. It turns out that there were two kits from the same model series "Pine Bluff" but with different model numbers. One was $119 for just the swing set and the other was $199 for the swing set and slide apparatus.

I ran back to the shelves, figured out the problem -- It turns out that the kit boxes were shelved in the wrong spaces, so that the $119 kit was under the $199 sticker and vice versa -- and then headed back to the register to explain the mistake. Without hesitating, the guy who pulled the slide off the shelf for us offered a $50 discount, which we quickly accepted. (We had an eager toddler who was riding a cart full of 4x4's, so we probably would have paid the correct full retail anyway.)

After we checked out, the cashier ID'ed himself as an assistant manager and made a special effort to bring the customer service survey link on our receipt to our attention.

To paraphrase Ted Theodore Logan, "Strange things are afoot at the Home Depot."

My wife went to Home Depot yesterday to get some stuff for her garden. She asked if I needed anything and I needed some "thread locker". My first guess is that it would be near the nuts/bolts/screws.

First guy, in nuts/bolts/screws sends her to the tools section. Non-english speaking tool there didn't understand anything she was asking. She ditched him and wandered around until she found someone that spoke english. That stuff was in the paint section, of all places.

In all, it took her about a half hour to find this one item. Unemployment is high. How about we make fluent english a requirement? Other languages, especially spanish, is definitely a plus.

Here I was hoping that the silver lining to the unemployment situation would be the meeting of basic requirements by the people doing the jobs. Another hope was people that were thankful for their jobs and made some effort to do well.

wow, i just jump off my chair

@GTI2.0: Corporate instituted a quite a few changes towards the end of last year encouraging more customer service, such as the greeter at the door during peak or "power hours", not having aisles blocked off because of the forklift, employees in the main aisle, and actually taking customers to the item.

None of this is optional so all stores should doing these things.

At Home Depot today in Fort Collins, Colorado (the South store), same exact thing. They had a guy by the door, people all over asking everyone if the needed help, and an employee helped me load retaining wall blocks.

I guess there was a company-wide focus on customer service going on?

Noticed this myself when I walked into the Neshaminy store in Bensalem PA. Everywhere I walked, orange smocks saying hello and asking if I needed help...kinda spooky.

I hit the Home Depot on saturday. I was heading to the mulch area when a guy ask me if I'm finding everything okay. I said, "The mulch is over there, right?" He said yep, followed me over and asked me how many bags then started loading them on my cart.
I always get a smile and good service at my local home depot.

I always preferred Lowes until one day a few years ago I hunted down a worker to ask where the night lights were. He said "don't waste my time with that stuff, go to home depot for stuff like that." So I did and haven't been back to Lowes since.

I'm glad mostly everyone else in the world is having a great HD experience, but frankly, I'm fed up with Home Depot now. There are "employees" in non-Home Depot garb casing the aisles and bugging customers about whatever "deal" they have to offer for the homeowner. I've been completing a DIY kitchen renovation and had to run out for things every couple of days and am damn sick of being stalked and asked (sometimes more than once by the same "employee") how I am doing and how they can tell about some renovation deal or another. I'm not sure if this is something they've just been doing in Atlanta, but it's gotten ridiculous.The kiosks at the front of the store or outside the door are fine, but please do not bug me while I'm trying to make a decision. I'm not a confrontational person--I try to mind my own business and get what I came for, but damn, when I"m trying to concentrate on a paint scheme, stay the hell away from me and let me do my thinking. I want to hurl the closest sharp object at the next individual that comes up and bugs me.

@DerangedRoleModel: the home depot and lowes by my house are right across the street from each other, lowes customer service sucks and home depots has always been great. Lowe's seems to have forgotten that.

I noticed more help along with higher prices at my local Home Depot .

I don't know. I usually find that employees of Home Depot or Lowes truly are helpful. However, sometimes I end up dealing with an employee who feels he knows everything about a given subject. Because I'm a male in my early 20's who doesn't enter the store wearing overalls, they usually assume I'm a complete moron. This usually pisses me off, and causes me to avoid people who work there like the plague.

Actually, the HD stores near me (Denver suburbs) have made this change recently, too. I've gone in there a few times (we just bought a new house that needs some work) and I've found pretty helpful employees each of those times.

I still prefer Lowe's or local hardware stores, though, because they tend to have more selection. HD seems to make money buying few items in bulk and increasing their profit margin that way, but the other stores seem to be catering more to people who want more choices and might not mind paying a dollar or two more.