I have had ridiculous experiences with the Hilo Home Depot mostly involved with communication and will call. The departments have been good but Will Call, despite phoning ahead, order wasn't ready and even though the information for pick up was included in the phone call, my handyman waited 45 minutes just to get to a representative who then requested the same info I had given by phone! Then, they couldn't find part of the order so he had a notation made on the form that it wasn't picked up. This was 2 hours for something that should have been ready! Today I tried to arrange for him to pick up the items (cabinets) and waited on hold for half an hour and when the phone was finally answered it was impossible to hear anything. Of course the hold info was loud and clear and was repeated by both a male voice and a female voice interminably! I finally hung up but was unable to even reach customer service. It seems there are a lot of associates who are totally inept and if there was another option I wouldn't shop here! I just read another similar review of the same departments so it isn't just me. read more

The garden shop at Home Depot Kona is fantastic. Siiri, Morgan and Thomas are over the board helpful and knowledgeable and above all, they are friendly! Matt in customer service is another great employee. So friendly and helpful and easy to work with. Home Depot has a great team! read more

I checked their website to see if they have what I wanted and it showed in stock at Hilo. Went to Home Depot Hilo and was told they do no have it and they do not carry it in store. He gave me the feeling I am him when I asked him for help, and he walked away. Needed a few other things but decided to go across the street to Target to purchase them. I avoid the Hilo Home Depot as much as I can, and after the today I will get it on Amazon if other stores do not have it. I really did not care that they did not have it in stock as mistake on their website. It was the sales associate's attitude that is the one star. read more

The customer service and online pick up department are the WORST! Workers that seem to be burnt out. In my experience, they've treated customers like they're are a bother to deal with. If management went through this section of the store without identifying themselves, they would feel sick about how they were treated. read more

This is just a comment on phone calls... Have you ever called Home Depot? They almost never answer the phone. Sometimes you dial zero out of frustration that your department didn't pick up, and only occasionally do you get anyone after dialing zero... Then they just say please hold and connect you to the extension that wasn't picking up anyway. It's so frustrating when this happens nearly EVERY time! If you have a question, no one ever knows the answer anyway, even if they do pick up. Are they understaffed? I don't understand, it doesn't seem like a legitimate business but rather a warehouse for fairly clueless employees to unload containers from China and put stuff on shelves. Sorry Home Depot, I'm writing this right after hanging up after being on hold for 20 minutes and nobody picked up. I had a question about a faucet.. read more

I don't know why it's always like pulling teeth to get any kind of customer service here. They don't greet you at the pick up counter, I stood at the counter for ten minutes and no one even acknowledged my existence. The customer service here is absolutely terrible!! I wouldn't shop here if I didn't have to. read more

They totally suck! Getting help is near impossible! Most workers don't know their merchandise! I hate the place!

I dont understand how customer service is so lousy. Everytime I go in, it seems majority of the employees are just pretending to be busy and no one ever asks if you need help. I swear there are more employees than customers there and half the dudes are just walking around like they have somewhere to be, and then you see the same person 5 minutes later and he's still walking pretending like he has to be somewhere. I go into Ace Hardware and I'm immediately assisted and taken to exactly where I need to be. read more

Worst shopping experience ever; wish I could give negative stars!!! I opened a new Home Depot credit card to start fixing up the house I just bought. The guy at the customer service counter was friendly and all seemed well with my account set-up, so I started shopping. Among the items I purchased were two items, a grill and a lawn mower, that were being stored in the over-stock top shelves. I also had a fully loaded and piled high flat bed cart; therefore, when the associate asked if it would be alright to "will call" the items, so they would be ready for pick-up the next day, I happily agreed. My car was going to be full as it was, so I would have to come back anyway. I know things run on "island time", so 24 hours notice should be PLENTY of time to get a grill and a lawn mower down. I return over 24 hours later, as planned. It was about 2 hours from closing time, the next day. So they had the end of the day I was there, plus all that day to get the two items down. (Note: they were just above their respective locations, not hiding in some back warehouse) And, of course: no one ever pulled them down. In a day and a half they couldn't do what they promised, are you freaking kidding me?!?! Ok, calm; I'm in no rush. They can just grab them now and I can be out of here. It takes them over a half hour to figure out the items were definitely not pulled and they need to go find them. They call the garden department associate to pull the lawn mower. After a half hour and no mower, they now can't find the garden associate!!! Turns out she "couldn't find it", and decided to go to lunch without telling anyone she couldn't find it. Seriously??? Worst customer service ever, worst management ever!!! I walk over and find the mower in less than a minute. It was in the isle it was supposed to be, right in front of a light, so it was easy to see, but she was too lazy and incompetent to actually look!!! At this point the customer service guys actually suggests I come back in another day. I live 35 minutes from there; I am not driving over an hour, just to alleviate their incompetence!!! The only good luck in all of this was I found a few of the grill I was waiting for on a pallet in a group of pallets coincidently being brought out by the stock associates. So, I showed them it was right there, so I'm just gonna grab it. At least I didn't have to wait for this too! So they call another associate to come, so he can pull the mower, that the incompetent garden associate didn't. I meet him at customer service and show him were the mower is. He says he will come right back with a forklift! At last, someone is actually doing something! I wait over a half hour, all the while watching the "stock associates" moving material around with a forklift but one isle over, but they are "stock", not "customer service", so they cannot help a customer. Right tool, right place, poor management. Finally I go looking for the guy, and he is "just heading to get the forklift now". Apparently he had to go find an associate to spot him, and it took over 30 minutes of walking the store. Really??? Finally almost an hour since he left to "go get the forklift", and over TWO HOURS after I arrive he finally arrives with a forklift! Granted the store is now closed, but I've already paid, and I ain't leaving without my @&&$&@ grill!!! I thought the ordeal was over; the forklift and driver are here!... Next the forklift driver decides to try teaching the female associate how to drive the god damned forklift!!!!!! Are you &&&@&$& kidding me??? I watch her fail and fail and fail to get the forklift lined up right, as she had never done that before, and I guarantee was not certified to drive a forklift either... Finally after about 15 minutes she gives up, and the actual forklift driver gets it down in a jiffy. I load it on my cart and beat feet out of there, before someone decides to waist more of my night. Finally; 30 minutes after closing and almost 3 hours after arriving to pick up two items that were supposed to be waiting for me at customer service, I left. But wait, there's more... When the customer service guy took my information to set up the credit account. He asked for my mailing address, and then if I had another address as well. Seamed reasonable to include my physical address since they are giving me credit. Nope; turns out he didn't "like" my mailing address, so he decided to use my physical address as my mailing address. Too bad the post office won't deliver mail to my house, due to being in a rural area, so the account card and statement never make it too me!!! I know my own mailing address! $&@&$&@ idiot!!!!! I now shop at ACE, and ANY OTHER hardware/ farm supply store I can. read more

Paint dept. employees were rude,staff was put out with my simple questions and did not seem knowledgable. If you don't like your job at HD give it to someone who wants it! read more

As I have mentioned before I rarely bother to evaluate the performance of large chain stores such as Walmart, Target or even Safeway but I would just like to point out a few exceptional traits that the Hilo Home Depot has to offer The parking. It does not matter how busy it is inside the store there will always be parking here. I also find it very convenient that there is a covered loading area towards the rear of the store. Lets face it, this is Hilo and it would suck having to load 2000lbs of quickcrete by hand through the parking lot on a rainy day. The selection. I've found just about everything i needed for most home and basic construction needs. I have undertaken many projects through out the past few years. Renovations of a new office, helping my best friend rebuild a home and the never ending task of fixing things at your moms house. I have not been let down as far as finding the tools or building materials here. The service. Up until Wednesday this would have been up for debate in my books. I have had varying experiences here with service ranging from not finding service for over 10min to feeling like you are the only one in radio shack (try going to radio shack when no one is around, its like flies on meat). I've had workers get all belittling when i ask seemingly dumb questions and Ive had workers go the extra mile to try to solve my very unique problems. The whole inspiration for this Review stems from my experience this past Wednesday. I had to purchase a list full of specific tools for my new job and it would have taken me at least 3 hours to find these things on my own. Some of the things on the list I had no idea what they were or what they looked like or did. I started browsing through the tool section and a worker appeared and asked if i needed help. I half-jokingly handed him the list and said "I need everything on that list" He didn't even laugh, he got on his radio and told his co-workers or boss that he would be busy for sometime. He then systematically went down the list and started loading my cart. As he was doing this he went through every item and asked if it was up to par with what i expected. He gave me the pros and cons on all the available choices and was very knowledgeable with tools. He circled things on the list he wasn't sure of then sought out the help of other workers more specialized then himself. I got idea he was not being helpful just to make a sale as they do not get commission even on power tools or bulk orders. This whole ordeal took a little over an hour and saved me a lot of time. I was surprised to find that I was able to efficiently find everything i needed that day on the list in one place. If Home Depot gets wind of this review one way or another. Keep up the good work and please give your employee Sam a raise. Both yelp and this reviewer has got his back! read more

This store's website presents the appearance that a wide selection of many kinds of solar power equipment would be in stock at the physical location. Instead, there was NOTHING! Solar nothingness abound. They can order whatever you want, of course... just like anyone with a computer can. Wooo! Home Depot - how do you seem so large, yet carry so truly little? A question best left for the philosophers. read more

Employee KAPO! Went above and beyond loading and securing new screen door on "roof rack" of Jetta! He was very kind and professional in a VERY busy loading area. My HERO of the day! read more

I rarely come into the store and now I know why. No employee even bothered to ask if I needed help. Several employees standing around and talking story. Cashier wasn't rude but wasn't exactly friendly either. Lines were long. Too bad Lowe's is not here. read more

My husband has just spent 1 and a half hrs on hold trying to check on his order. When he finally got a customer service rep. My husband just told the guy how long he has been waiting on the phone and the rep put him back on hold and it has been another 30mins and no one has picked up yet? There recording say "your call is important to us". What a joke!!!! read more

Went to HD to get a few plumbing parts. Couldn't find what I needed so I looked for help. Two ASSociates standing there talking to each other. I stood patiently waiting till they were done.....they were talking about what departments they work in as though they did not know. When they finished their conversation the pair split as though I did not exist. I said REALLY! One said what do you need? I said " nothing, you probably don't know where it is anyway ". I left and went to ACE. They had it and their service was great! HD service and offering is HORRIBLE! They are a necessary evil big corporation not needing to try. read more

I just want to say that after the last couple of years of the Hilo Home Depot garden center looking sad and depleted I have been told by Lyza, who works there that we have Jay and the "orange team" to thank for it coming back to life! The garden center now looks fabulous! And my bank account is down over $200 because of it. The garden center is fully stocked with gorgeous, healthy plants beautifully arranged so you just smile when you walk uo to the door. Even the outside is artfully arranged to look beautiful! Thank you, thank you, thank you! read more

Don't bother calling them, you'll be on hold indefinitely. Then when it rolls back to the front main area and they transfer you, the whole thing starts all over again time wise. Best go in person to get your question answered. This wasn't a one time thing, it's every time I call. Try Ace Hardware, much better. read more

For a silly girl like myself, I'd rather be at the mall than a home improvement store. Alas, necessity brought me to the Home Depot in Hilo and I had a list from Hubby. I had the most wonderful customer service people who helped me with professionalism and courtesy. One employee even helped me load my truck and made sure that I had secured the load properly. This store is the Nordstrom of home improvement! Next time I must venture into the world of tools and fit-it stuff I will only head to Home Depot! read more

NEVER PICK UP THEIR PHONE EVER!!!!!!!!!!! I waited 1 hour and 36 minutes to connect to Cindy today!!!!!!!!!!!!! They didn't answer AT ALL yesterday! This has been happening for YEARS!!!!! read more

I actually hated Home Depot in the mainland, seemed impossible to find somebody for help. Hilo Home Depot isn't half bad. Found the staff to be friendly and easy to find. read more

Hilo Home Depot is so hit and miss. Sometimes you get help, and most other times it seems as if the employees are trying to avoid working. Seems like there's too many workers up front, and not enough in the aisles to answer questions. Does Hilo Home Depot try to hire the least enthusiastic people they can find? Their lack of spirit is so depressing that I really do avoid shopping here. read more

Home Depot the place for your home and gardening needs. Great selection of merchandise and good workshops to go to also.

By far the worst customer service I have ever experienced. I have never dealt with employees so rude and just so careless about how they treat others. Last night, my wife and I went to pick up ceiling fans for our new home being built. I placed the order on the 24th and had no confirmation email or call letting me know that we could pick it up. Yesterday afternoon I called them and kept being transferred to the customer service desk but no one picked up my call. Later that evening we decided to go to Home Depot and find out where our $840 worth of products went. We came in and stood at the line where there was an employee talking to someone who seemed like she knew personally. She was hanging over the shelves laughing with no care in the world. I jingled my keys to get her attention and she turned towards me and said "be right there". There was no real acknowledgement or concern that I was a customer. Another 2-3 minutes went by while I could hear her and the other person mumble and giggle. I was finally helped by another employee who seemed much more motivated. This is the third time this has happened to my wife and I. I am unsure if it is because we are prequalified from the start because we are so young. We have spent a lot of money there and I wish I hadn't just because they have horrible service! Unfortunately, there isn't competition for them so that is what keeps us going back there. They have really nice things for great prices, but just the employees who either hate people or hate their jobs. read more

If you need any gardening related things come here. A really big selection of things. They also got organic things for all you organic growers out there. Many different plants to choose from. A lot of seeds too. I only go to Home Depot for gardening purposes so the review is only about that. read more

Very much improved 1000% the team help we get is very much improved. I would like to see someone constantly servicing phone enquiries and something to be done to support staff members with training and morale. read more

The best home improvement store on the big island! Hilo Home Depot excellent customer service

A few weeks ago I was shopping around and overheard some verbal abuse going on between associates. I could not believe this women would talk to another worker like this especially during store hours. I tried to shake it off while I continued to shop, but just couldn't. I asked an associate if I could speak to the store manager to report what I saw, and to my complete surprise, THE STORE MANAGER WAS THE WOMEN WHOM WAS VERBALLY ABUSING HER WORKERS!!! she was being so degrading and screaming at the worker in front of other people. I can't believe they could have someone with such unprofessionalism running the store. I feel bad for every associate there who has to work under a women like that who clearly has no respect for her workers. read more

I was buying my grand daughter a washing machine. Told her to go to Sears that was a mistake. They would not take my credit card over the phone. The delivery charge was 90.00 dollars plus buy hoses. Told me I needed a sears card . Lol. Told her to go to Home depot, something I would not do on Oahu. However Hilo Home Depot had a washing machine that came with the hoses and free delivery. The washer was cheaper. The sales associate by the name of Cindy knew her appliances and her customer service skills were great, you could feel the smile over the phone. She could give lessons on excellent phone communications and product knowledge. read more

Waited over 30 minutes by the blocks because someone was supposed to come help me load them onto my cart. Asked someone to call for help 2 different times. No one came. Multiple employees walked by while I was waiting and offered no assistance. I'll be taking my business elsewhere. read more

The store is OK if you don't need a wide range of products. However, if you ever call the store you will be on hold for close to an hour. After listening to the recorded message ("your call is very important to us...") multiple times, someone will pick up, it will ring in the desired department (ostensibly), then you will go back into the cue again. Repeat. Again and again and again. Horrible customer service! Too bad their isn't a Loew's nearby. read more

In reference to ordering items on your own; The benefit of placing an order on something through the store, that's on their website will prove beneficial to your shipping cost. I have placed many orders with them for online items that could not be shipped to Hawaii and Home Depot Hilo found a way to get in. So long what you are ordering is inline with California Emissions laws, or of course could not order hazardous liquids. The merchandise has to pass through California to get to Hawaii. read more

This is a great place to shop. The staff is the friendliest in Hilo. I can always count on somebody answering my questions and helping me to my car. People here genuinely care about customers. The store is kept clean. I would recommend this to everybody. read more

I had a great experience at the Hilo store. I purchased a new GE refrigerator and the sales associate Cinder was awesome!

I came to the island from the mainland in order to help a friend work on his house. I tried for several days before I left to talk to someone about what I would be doing and what was available. I left several messages with different people, I never received a call back. Needless to say I was a little concerned about coming over and dealing with Home Depot. My first morning there I realized the store was quite a bit different than the one in my town. First of all the employees were extremely friendly, helpful, and went out of their way to make sure you got what you needed. The people at the pro desk were great, and the cashiers were friendly and fun to to deal with. I found everything I needed for the job, tools, rentals, and even rented the van for a couple hours. One morning I was loading the car and the cart kept trying to roll away, out of nowhere an employee came out, blocked the wheels of the cart and helped me load the car. That never happens at my local Home Depot. You're lucky to even get an employee look at you much less help you. I've been here a week, and have made the trip to Home Depot every day. Several of the employees recognize me every morning and are quick to smile and say aloha. Thanks everyone at Home Depot for making me feel welcome and helping me get my job done! read more

I've gone to home depot to purchase a dog kennel. I asked a cashier to send over some help, she was very nice and told us she would call someone to help us.. I've been waiting for the past 20 mins with no help from an employee. I am unsure what went wrong, but I am unhappy with this "service". I've wasted my time when I have other things to do. read more

OMG!!! This is the worst HD I have ever seen! Has it always been this way? Not one flat cart to be found, and associates were even more scarce! Unreal! Multiple safety violations too. I saw poorly maintained equipment including a forklift with bad tires that wouldn't even idle properly. Employees chat with fellow associates instead of concentrating on safety. The safety zones were frequently broken. Power hours were a joke. Product blocking aisles. Obvious lack of staff. Management to blame. Shame, shame on you!!! read more

They could replace 10 useless employees with 1 knowledgable one and pay that person well, and he/she would be more helpful than 10 people who don't know anything about building. This Home Depot is constantly a disappointment. Poor customer service, horribly unknowledgeable associates, the worst phone answering skills. Is there an option for no stars? I signed up for yelp just to create this review as I am just so sick of it. It takes a lot to get me to complain but they really need to step it up! read more

Bought an LG fridge on 4/15/11 and it stopped working today. LG and HOme Depot said Too bad....buy form Sears for appliances and stay away from LG......my $500 Kenmore that I bought 6 years ago was by back up for the fancy LG that laste d 18 months and died........buy American. read more

Rudy in appliances and Chase in painting go above and beyond to help in every way. So many things on the big island is hard to come by but Rudy made it happen! read more