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  • I bought a lock on clearance from another Home Depot today. When I was trying to install it, I realized it was defective; which was not disclosed to me. Since the Tropical Prkwy location is closer to me and the website showed them in stock at this location, I went to this store to exchange it. My husband told Jenny at the return counter he wanted to exchange it, but she just returned it. When I found the same lock on the shelf, it was priced $70 more than the one I had just bought a couple hours earlier. I asked them to work with me on it, but Jenny just said no and walked away from me and the short haired associate that was working with me. The short haired lady called a manager to help me out since clearly Jenny didn't care about my situation. After waiting for an additional 15 minutes, I told the short haired associate that I'm not going to pay $70 more for the same lock and I would like to re-purchase the cheaper one. I've no idea what happened but she went to ask Jenny something again and after waiting what seemed to be an eternity, I decided to walk out. In the end I knew the store at 1401 S. Lamb has 3 more at the same price I bought the initial lock. While I was walking out of the store, the assistant manager Emmir stopped me and asked what he could do for me. I explained to him that I bought the original lock for $109.99 on clearance (didn't say broken or as is on the box) and that I will not pay $179.99 for the same lock at this store simply on principle. I told him I would rather drive to the Lamb store, especially since Jenny flat out refused to help me at all. After some back and forth, Emmir fixed my transaction and I paid $109.99 for the same lock that was not broken. I am really disappointed about the way Jenny handled herself. The only reason I'm not giving them 1 star is because of Emmir; who clearly understands what good customer service is all about. Kudos to him for turning my extremely frustrating negative experience into a brighter one.
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