Worst customer experience ever. I wanted to buy metallic wire channel and I wanted cut in a half to fit in my car. In the past I car to length wood pieces and wires. I asked multiple employees, including store manager and they told me that they can't help me, but they suggested that o can buy an hacksaw and o can do it myself. I think they were happy to see me doing work inside the store. Looks like Home Depot hire just salesman, but not professionals who can help customers. read more

Incompetent staff wasted my day. I was looking for a particular piece for a light fixture. I went to the store 3 times and had to return the first 2 purchases because Oliver, the incompetent who works in the lighting aisle, gave me the wrong product twice. I've had numerous bad experiences with Home Depot staff at this location but they never wasted hours of my time until today. read more

This is the worse Home Depot I have ever been to, don't go there. On 2-07 I stopped in on my lunch break to pick up some paint and supplies. The incompetent employee there didn't secure the paint can lid, in the short distance back to my office the paint can tipped over and paint got all over the back of my car and my work clothes. I had to clean the mess up myself, I went back to Home Depot and the manager there stated that I should get my car detailed, bring her back the receipt Home Depot would then reimburse me, while I was getting a second batch of paint done up the employee (not the same one that mixed it up the first go around) made the comment that you have to secure the lids on the cans real good, because if you don't paint can get all over, happened to a costumer last week he was real upset. Gets even worse, I get a call from Sedgwick on behave of Home Depot. Talking about it was 50% my fault and 50% of Home Depot telling me that the lids have been known to pop off the cans, wtf, where's the warning signs and is it safe to have the paint in my home, after all I wouldn't want the top to pop off and get everywhere. Unreal the worse customer service I have ever had. I was asked if I stayed at counter and watched the employee mix the paint, I didn't but I didn't realize that I needed to. I have been made to feel that my complaint is invalid and some how this was my fault. I work in costumer service I would never treat a costumer this way, Home Depot is completely at fault here and the moment there manager stated that Home Depot would cover the cost to my car cleaned they took on responsibility. I will never shop at this Home Depot again. Ella H... read more

I am going to start this review off by quoting another "It's hard to pinpoint what the problem is, but this store never fails to disappoint." This has been my experience with this store as well and today was no different. I was about 80% of the way down a lane today with my squirmy 2 year old in tow. Just as I was approaching the end of the lane the forklift operator pulled in with another employee and they were about to close the lane. I asked if they minded if I passed through quickly before the lane was closed. To my astonishment the forklift operator said no and told me to wait. I was livid and immediately turned around went back the entire lane and came up the parallel lane. They needlessly added several minutes to my shopping experience to park the forklift and save themselves a moment or two. If that was it I would have let it drop and chalked it up to yet another bad experience by a poorly trained employee. When I left the area the lane was still blocked off. Five minutes later the employee came and confronted me several lanes down telling me I didn't have to go the other way. I said yes I did as you blocked off where I wanted to go. He proceeded to argue with me further when I told him to go away. He tried to argue some more until I more adamantly told him to go away at which point he skulked off. I understand the need to check with an obviously unhappy customer but if you personally are the one that provoked the incident it might be better to get someone else to address it otherwise you just risk making it worse. Just out of curiosity I went back and the lane was still blocked off 10 minutes later. I think the problem I have consistently encountered at this store is that some, certainly not all, of the employees have an attitude that the customer is an inconvenience rather than the purpose for their job. They get lost in little 5 minute tasks and lose sight of the big picture of making every customer's experience a positive one. There are some truly great employees at this location that make the full effort to provide good customer service but all it takes is one person like the one I encountered today to blemish the entire store. This was by far the worst experience I have had at this location but I have fairly consistently encountered people more focused on minor tasks than customer needs. Just some additional perspective. I have continued to use this location, as it is convenient to me even though other locations and competitors offer by far better overall experiences. I probably will still use it for quick purchases for immediate needs. I will be going elsewhere to purchase the matching dryer for the washer I purchased last month from this location. I will also go elsewhere for my upcoming deck project, basement remodel, and bathroom remodel, and all of my gardening needs, which are quite substantial. read more

In some areas I have had 5 star service in others they fell a bit short. This is specifically about my experience in the flooring department. I've come by this Home Depot twice to explore re-carpeting my entire house and I had someone come by for measurements ($35.00) and I was in the store picking out my carpet to finalize my order. the $35.00 is paid when the measurement appointment is setup and you get a discount of $35.00 should you decide to go with them for your flooring needs. When I first worked with the store associate he got up and showed me the different carpet types that met my requirements. When I asked about other options he stayed at the desk and just pointed at an aisle. That's not the type of service I expect when I'm about to write a check for a few thousand dollars. I forgot my wallet and I was going to have them look up my card information and long story short they ended up not being able too and after about 20 minutes of trying to look it up I got the standard, "privacy concerns" speech. I have no issue with that, I forgot my wallet and that's on me. However... This ended up making me get more estimates. One was a terrible experience and was more $$ and terrible service, however the second one was fantastic and I ended up saving over a thousand dollars over Home Depot's pricing. I'll continue to come here for hardware and other items, but I wouldn't consider the flooring department after this experience and the huge cost difference. read more

Wow-I am impressed-the African American lady who wears glasses (coincidentally I see her in the evenings in self checkout and sometimes at the garden is the kind of staff you need to the job-courteous,ready to help,positive -she just has the right attitude for the job.You need more of this kind at the paint department . read more

I have visited this store a number of times over the past two years, and without a doubt this is the best customer service I've ever gotten in any retail store. Almost every time I visit this Home Depot, an employee approaches me and asks if I need help finding something. When I tell them what I'm looking for, nearly every time they personally take me to the location of the product I need. All employees I have encountered here have been friendly, professional, and willing to help. The store almost has an "old fashioned" atmosphere because of this, in my view... it is obvious that they want to please their customers. Also, they tend to be very knowledgeable about their products. In most retail stores, if I walk in not knowing exactly what I need and ask for help, the employee will basically shrug and say "Iuhnno." These guys know about the products in the store and have always given me the right guidance. read more

The floors are ALWAYS covered with dust. I need them cleaned IMMEDIATELY! I was gonna consider buying a new ceiling fan for my bedroom but I cannot handle the dust. read more

Love it one day (great people)- then I flip to hating it (low inventory)! The great side of this store is that the people the hire are great with customer service!! So just as you get used to the people - then for some reason, the change all the staff and it's a bunch of newbies again. I wonder if this a a trainee store? I hate this store because is so small that they often run out of basic stuff. I have to often go to Sterling to get things... But managment, customer service, pro-desk, each department is really great. Note - if you ever feel this place is bad, try going the Lowes. Then you'll see, you'll be back with a smile. read more

We had an excellent experience at the Reston Home Depot. My mother and I walked in with a full page of needed items and not a clue of where to find any of it. The security man, Sean, immediately recognized that we were helpless and went out of his way to help us find every single item on the list. Then another employee, John who is the project specialist, helped us with all the keys and door knob information that we needed. Instead of a day trip, we only were there for an hour and had very nice conversations with employees. It was a great experience and I wish that this Home Depot was closer to where we lived. read more

I have been a regular customer at the Home Depot in Reston for several years. Customer Service is usually good. Today, however, I had to interact with a female employee at the paint department. She was rude and only the least bit helpful when I continued to ask questions about having custom paint colors mixed. She saw me waiting and sauntered slowly over to the desk, chatted with another employee on the way, and did not make eye contact with me. There was no "How may I help you"? I asked about having quarts of custom colors mixed - the price, etc. She did finally answer my questions, but only after I was made to feel that she was doing my a favor by waiting on me. I will go to the smaller paint/hardware stores from now on. read more

Just left here. A sweet woman named Valerie bent over backwards to help me out. Awesome job. I'd come back here just to work with her again.

Horrible customer service. Ordered grill assembled, it came unassembled and damaged... realized halfway through assembly. They refused to exchange for an assembled, undamaged one. Wanted more money. All our business in the future will go to loew's. read more

I recently bought a microwave oven at the Home Depot in Reston. I expected it to be installed when it was delivered. Instead, the delivery crew told me that my order had not included installation. I went back to Home Depot and explained the situation to them. They told me that the installers would have to come to my home twice, once to measure and once to do the installation (no reason was given for why 2 visits are needed). To make matters worse, when I called the installation company, they told me that for each visit they could only give me a four hour window. This amounts to forcing me to take an entire day off from work. I consider this horrible customer service!!!! read more

One of the worst customer service experiences I've had in a long time. All I needed was a 2x4 sheet of wood cut in half and waited over an hour in the lumber section for some help. I went to the service desk twice to ask if they could send someone to help me and I asked every employee I saw passing by if they could help me or send someone else. Every time they would mumble something about finding somebody but no help ever came. Not a single one even offered an explanation for why it was taking so long or offered any assurance that motivated me to stay and wait for help. I've always thought of Home Depot as a great place to go not only to buy home improvement supplies, but also to get help from knowledgable employees who are passionate about helping customers with their projects, big or small. But my experience this time made me completely change my mind. Every employee in the store looks completely lost and like they would rather be anywhere else and rather be doing anything else than adequately helping a customer in need. I'll be taking my business to Lowe's from now on. Terrible! read more

Mike in paint was fantastic! He helped us with colors and paint brushes. He noticed we needed a cart and grabbed one for us while we were shopping. Great service and knowledgeable about paint! We will absolutely be back! read more

We placed our washer/dryer purchase 1 month ago and are still waiting. We have been without a washer/dryer this whole time with 2 young babies. 4 attempts to deliver. ..one was a plumbing issue and they could not install and lied and told us their home depot recommended plumber was free (nope it was $375!), the 2nd attempt the product was damaged on the truck and discovered the damage out in front of our home so it went back and the install needed to be rescheduled yet again. 3rd attempt was canceled due to snow and next availability was 1 week later. 4th attempt was this morning...the delivery crew stated they could not deliver due to ice outside our basement. So you'd think we'd get the next available or later window in the day when ice melted. The reston home depot management has been absolutely zero help and do not care to assist with getting us prioritized. Next available isn't for another week. NEVER USE THEM!!! read more

A begrudging two stars. The Reston Home Depot is easily one of the most poorly managed Home Depot stores I've visited anywhere in this great land of ours. Too bad too, because there is such a huge market in Reston including me and people like me - homeowners with relatively good income levels. Just one of my bitterly disappointing experiences was in the flooring department. After a rather confusing process of ordering a measurement for a number of potential jobs including carpet and tile, a measuring guy finally came out and measured a variety of rooms for the potential jobs, except the room with the job that I actually wanted to get done right away! Then, I was expecting to see a copy of the results emailed to me as promised, AND HOME DEPOT WOULD NOT RELEASE THE MEASUREMENT RESULTS TO ME EVEN THOUGH I PAID FOR THEM. To me, this suggests that they are fully aware that their prices are not competitive and do not want to release the results so that you can shop for a comparison price. I WILL NEVER ORDER FLOORING FROM HOME DEPOT! I HATE SHOPPING AT THE RESTON HOME DEPOT. The staff are ignorant and rude, have huge attitude problems (read entitlement culture) and would rather be talking on their cellphones than to customers (probably because they don't know a washer from a screw). I may however buy my own flooring, such as tile, and do it myself. read more

I am just a normal non-technical person who purchases home items occasionally from this location. The staff are always helpful when I need to locate items or advice. read more

I've never had a worse experience of a DIY store and I've lived in 10 countries. This place is truly terrible every time I go which has been over 30 by now. A gigantic fail for the management of this store. The people who "work" here do not care about customers. If you ask where something is the best you can hope for is someone just shouting an aisle number at you without breaking stride. If you want help and advise forget it - the ones that don't know don't care to fine anyone that does and those that might have some minimal knowledge make it very clear that it is a major inconvenience to share it. There's a general arrogance too that just grinds my gears - two weeks ago I'm walking out down a narrow row with some plasterboard and stuff of a flatbed cart and this guy in an orange apron (inc. very funny sharpie blotch cartoon) looks at me and then stops right in my way to have a conversation with another worker. I keep moving and he finishes, turns towards me and keeps walking forward like he was expecting me to move out of the way. I didn't so he starts to try and push my cart aside at which point i called him out - told him he wasn't coming through this way and needed to turn around if he wasn't going to help me. He looked at me like I stole the jelly out his donut. In addition to this the check-out staff are generally unfamiliar with their products and any level of professionalism or pride in the job is gone. Most people working their look like they slept on the streets in their aprons the night before while people drew all over them in sharpie. I took a trip to Lowes in Chantily instead the other weekend and behold - people wearing clean clothes and apparently with showers and homes. I asked one of these people where something was because I was suspicious that they were actors and not only did they know, they walked me to it and asked me what I wanted it for. Turns out I didn't need it after all -- but I ended up buying a bunch of other stuff that they recommended I use instead and it worked perfectly. After a couple more very similar trips I vowed never to return to the orange box again. A few nights ago I got stuck plumbing in a sink. Needed a drain pipe that was 2 inches longer. It was 9.30pm so my only option was Home Depot. I figured hey it's just a simple thing what can go wrong! ;) Well the answer is - more than you would think. Firstly the guy I run into at the front door doesn't speak english or is deaf, or just drunk. I asked him for plumbing and laughs and points me in the completely opposite direction to the plumbing sign I happen to notice on my way to gardening... In the plumbing aisle I can't find the damn fitting anywhere so I ask a guy - hey do you have these (pulling out the old one from home I brought with me). "No" was the reply as he walked away. Well a quick nose around on the next aisle I found it. I thought about just not buying it cos the staff obviously don't want to sell things but I caved. Enter the self-check-out... admittedly it was 9.45pm but there was no one around. I went to scan my fitting and alas no barcode. I was about to go back when the woman jumped out from behind some buckets. Short story - she tried to help but she had no idea what the thing was that she ripped from my hands. Finally i asked here to see if she could run back for me so ignoring me she walk to the door and started shouting someone else's name. After a while another woman came in - they exchanged words, had a bit of an argument in front of me and the first woman took off at a snail pace. I wasn't sure if she was going to help me or not but she took the part so I assumed. She was gone 10 mins. 9 mins longer than it should have taken here to walk to plumbing and back - I know cos I went looking for her and she wasn't in plumbing. When she finally came (from under the gardening sign) I held out my hand for the part and she just ignored me and walked right past with it. I was pretty annoyed at this point so I took my stuff, paid and left - never to return. I would recommend that the management of this store invest in some training -- perhaps "the difference between gardening and plumbing" would be a good start., clean up the standards and the people while their at it but it's pretty far gone. There's an obvious culture in 95% of the staff that they can do what they like. I've never once seen a manager on the store floor in this place and it's clear that they don't have any leadership or control. The 5% is reserved for a long-haired skinny guy who's name I think was Jason but I can't remember. He helped me out tremendously several weeks ago and was very nice, knowledgeable and cared. I'm sure he's probably working at Lowes by now or at least I hope so. read more

I came here on a Sunday so I am supposed to give the store a break for this but, I went looking for a lock for a patio door. I had to ask six people about half of whom appeared to hate their job and find me to be a complete bother. I can tell you where everything in that store is now though so if you need help finding an aisle perhaps you can just phone me... I would not wish this kind of service and blatant negligence on anyone. I really don't care if it is a Sunday. If you can not help people on a Sunday then perhaps you should close your doors and give your employees a rest. They apparently need one. read more

The most horrible customer service I ever received. I waited two hours for them to check if they have a patio set in stock. Some said they have four some said they have none. Two clerks disappeared on me and I say in the patio department waitiing. Prior to this I had hard time getting any answer from toll free support. I gave up and went home. How do companies these size operate? read more

Arrived at the Home Depot in Reston at 7:30pm on a Sunday night to pick up that last item I need in order to complete a weekend project before going back to work tomorrow. Should be no problem as the store closes at 8 pm on Sundays, and the Home Depot app said the store would be open (I checked at 4 pm as I was making my plans for the rest of the day). On arrival however I found the doors locked. There's a hand made sign in the window announcing that they're closing at 7 pm today for a party. The only people who would have seen it before the early closing of course are people who are unaffected because they would have seen it on the way in while the store was open earlier today. It would have done them no good unless they were planning more than one shopping trip to the same store in the same day. Anybody else who needed to know was simply out of luck. So, rather than have the employee party during non-working hours, they simply turned all the customers away at the door during regular business hours. I saw at least two dozen customers arrive, see the sign, and then leave in the time it took to write this. At 7:57 pm the doors opened and the employees who were all inside left ... at the regular closing time. Apparently in order to have a party at Home Depot you have to pay the employees to attend. Unprofessional. Nothing against having an employee party, but have it after working hours please. Have seen enough poor management practices in this store that I'm just going to post them to Yelp now. Have talked with store "managers" but they apparently aren't empowered to affect change, or don't care enough to. I am a long term customer of this location, having been a customer even back when it was Hechingers. In other words, since 1995. I don't like having to waste my time writing this, but I'm tired of poor service. I also don't like having to consider the possibility of driving all the way to Chantilly to go to Lowe's but if this is how this store is going to operate then I'm going to start considering it. read more

I don't go here by myself for things very often--it is usually with a friend or boyfriend or family member who knows what they are doing/exactly what they are looking for--but last night I did. I went to pick up something I THOUGHT would be really simple to ask someone to show me--a hook and eye lock--and had to search around for someone to help me (passed by a handful of employees who purposely avoided my eye contact so as not to have to ask if I needed help). Once I went to the front desk and specifically said I was hoping someone could just show me where the hook and eye locks were, a guy first told me which area of the store they "probably" would be around. I said I was not familiar with the store and repeated I was hoping someone could show me the item--he then looked up where general locks would be and told me to look in Aisle 11. I repeated a third time I wasn't exactly sure what I was looking for and wanted someone to come with me and help me out, to which he responded by pointing to me from where he was already standing where aisle 11 was located and made it clear that was the end of his help. Went to aisle 11, another employee ignored me clearly not knowing where these locks were after scanning the aisle for 5 minutes. Finally some guy in the store (just shopping there, not an employee) picked up on my confusion and asked if I needed help--we looked together and he said he didn't think I was in the right aisle, and showed me where he thought they'd be. I found them thanks to this stranger's helpfulness. I just think it's a little ridiculous to go into a big chain like Home Depot where dozens of employees are walking around, looking for literally the most basic lock in existence and not be able to have someone walk over to find the item with you after being practically begged to do so. I was in a rush and had my dog with me--I always thought that at a place like Home Depot even non-handy idiots like me could at least get help with the most basic request. It was rude and very poor customer service. read more

Perhaps this is a one off situation, but going to Home Depot tonight was like being at the counter of an airport gate. Both have perfected the art of ignoring customers. Also stood at the pro desk and it was like I was invisible. read more

I resent being asked to pay over $3.00 for a 2 ft section of 1 1/4 in PVC tube when a 10 ft section sells for $5.50 (Don't tell me I'm paying for labor to cut the tube, I got the 10 ft section cut at the store for free.) If you want some technical or knowledgeable advice go to the store weekdays early in the morning when the store is not busy and the department managers are on the floor. They are very knowledgeable. In the evenings, or weekends when you ask for help, the clerks will start reading package instructions (sometimes for a product you did not ask for,) read more

Can I rate this Home Depot zero stars. I only write this review after multiple visits of slow to no service. It's almost as if the employees, particularly in lumber, are hiding from you. Each time I'm hopeful it was an isolated experience and each time I'm disappointed. PLEASE improve! There are so few options in this area. read more

I always know exactly what I need when coming here so I've never had to deal with the people who work there until about two weeks ago. I'm doing a bathroom remodeling and had a shower door and two toilets delivered to the store for pick up. The email confirmation said the door would be held at the Reston location until JULY 12. I came to pick up these items on June 25 and had to rent a truck and was told there was nothing available. Mind you, two trucks had been sitting in the parking lot from 6pm - 7pm when I was at the store. Since my car couldn't fit all those items, I decided to pick up one toilet and have my contractor pick up the rest. I was told by a guy at the Customer Service desk that I had to pick up all 3 items or they'd send the door back to the manufacturer due to not having room at the store. I understand the lack of space, but you don't give me a truck to drive 2 miles to my house, what do you want me to do? So then I showed him the confirmation email with the July 12 pickup deadline and he was still fussy and threw his hands up in the air and said: "Fine". The following week I had to pick up a shower head combo for my contractor to install the next day. The website showed that there were FOUR of the units I needed available at this location. I came to Aisle 29 Bay 1 to look for it and it wasn't there. I asked the guy who worked there and after looking at the same shelf I had been looking at, he told me: "we don't have it". And I was confused as to why the website said 4 were available, or I would have gone to a different location. At that point, he said: "Well then just buy it online." What kind of customer service is that? If you can't be helpful, I don't need your snarky comment. If I didn't need it the following day, I would much rather have ordered it online than dealing with your shitty customer service. read more

After nearly 30 years of visiting this store, they lost us. The follow-up from both the store manager and milling department after a new front door that had multiple issues before finally being installed was far from professional. No matter how close and convenient they are, it is Lowes from here on out. read more

I know what you're thinking. But the store has improved a helluva lot recently and I wanted to recognize that. The last couple of times I went in the store (just before Christmas) there were greeters at the doors, and they actually knew where stuff was. They had staff posted everywhere ready to help. Really. Maybe they just geared up for Christmas, but wow. The store was clean, the floor was shiny. The stuff we bought was cheaper than we could have gotten it online. And with the self-service checkout lanes you don't feel like you're trapped like rush hour at the tollbooth like the old days. I still prefer the feel of a neighborhood hardware store (like McLean Hardware before they moved), but at least I won't dread having to go to HD anymore. read more

Avoid this store if you can help it. Ordered a bunch of recessed lights online for pickup here, and one of the boxes they gave me was open with one light short. Contacted their customer service but have yet to hear back. On multiple occasions, including today, they close off aisles in the middle of a busy evening. Today it was the blinds' aisle with the employees standing and chatting. I used to enjoy the services of the Home Depot back in California before I moved, which is the reason I gave this place a second and third chance but they just don't need the business, I guess - good for them! I won't be coming back. read more

Most of the time I bought my tools or items from HD vs Lowes because they are closest to me. I purchased a dryer and washer machine and realized before 48 hours that the washer was not behaving as expected, called them to return it and they said no, they just offered me a technician, are you kidding me? A brand new machine having issues. Is simple I don't want a brand model in my house that is not reliable so I continued complaining to be honored with a full refund, beside this and based on the return policy you have 48 to report any issue for major appliances, something I did. At the end after wasting like 6 hours they agreed. In summary they are not following the policy. I won't buy another appliance from HD until they fix the policy at least to 30 days just like Lowes. My mother-in-law purchased a fridge at lowes and after 1 week of use she noticed the fridge fan was making a huge sound, lowes picked it up no question ask and she bought a new one (different model). If you need appliances go to Lowes. read more

I see some of the bad experiences people have had and I do agree. But I'm writing today just to say that I've noticed an improvement. They must have stepped up their customer service! read more