The Home Depot Reviews

I’m writing to share feedback about a recent in-store return experience at your 40 W 23rd Street location involving a 6,000 BTU AC unit I purchased online on June 7, 2025. It was delivered to my apartment on June 10, and I attempted to return it on June 22. Initially, I tried returning the item via UPS through the online portal, but the system required me to bring it in store, likely due to the unit’s weight. Though I would have preferred not to carry the item uptown, I made the trip. Once at the store, I waited a couple of minutes without being greeted, even though several employees nearby were talking. When I asked if I was in the correct place, I was met with a sarcastic greeting instead of assistance. I explained that I was trying to return an unopened AC unit, and the associate immediately questioned when I purchased it. She pointed to a sign stating a new 7-day return policy effective June 16, 2025. I explained that my purchase and delivery both occurred before that policy change, and my receipt clearly stated I had until September to return the item. Despite this, the associate continued to insist the return couldn’t be processed. I asked for escalation, and the assistant manager echoed the same response, confidently stating the return wasn’t allowed. After calmly restating the facts, the manager walked away without explanation, and the return was eventually processed (see attached receipt, time-stamped 12:45 PM on June 22). While I appreciate that the return was ultimately accepted, the experience felt dismissive and unprofessional. I understand policies change, but when they appear to conflict or apply retroactively, customers deserve to be heard before being turned away. I remained respectful throughout, but I left feeling the situation could have been handled with far more care and courtesy. I hope this feedback helps guide future training and improves how returns are handled moving forward.

This is a gorgeous HD store right in the heart of Flatiron area. It spreads over three floors. Very clean. Upper floor mostly has electronics, sales and management offices. Beautifully decorated with plants and trees, a rare sight for any HD. First floor has the customer service, Pro project desk and checkout. Lower floor is the largest floor among all. Throughout the store they have incredible number of products, with lots of variety in inventory. Lots of associates are walking around the store, some are always available in the customer service desk. Products are priced same as the prices on their website, it’s not hiked up despite the store being in the city. I have walked into the store several times for different needs like making copies of keys, buy scissors, paper tape, glue and bunch of other things time to time. They have lots of self checkout booth, I never had to wait in line.