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In today's news, Home Depot reports a 30% decline in first quarter 2007 profits. The recently appointed CEO attributes the loss to a softened housing market. He also blames the weather (?).
As a recent customer of Home Depot, I can tell you what the problem is: They suck.

My ongoing experience with HD has been deteriorating over the years. Gone are the knowledgeable and helpful folks with the orange aprons who seemed to enjoy their work and were glad to see you. Now the employees are sparse and seem to avoid eye contact so they can escape your enquiring mind.

I suppose I should be going to the new Lowes, but it is another mile down the road.

The customer service desk is a joke. Some of the people don't even speak well the language. They constantly mispronounce your name. It takes several phone calls to transact the most basic business, and they clearly do not know what is going on.

The longest lines are not at checkout but at the returns desk.

This is a classic case where the new CEO should go "walking around." He should ask his aunt to go in and try to buy window blinds or a rug. His aunt will most certainly report that it is a harrowing experience - one that she WILL NOT WANT TO REPEAT.

The stores are chaotic; the seasonal or special display areas are overstocked and difficult to navigate with a carriage. Employees are uncertain and in short supply. The plant stock is tired looking. (We bought some indoor ornamentals last year. Great price. Shortly after we got them home, they began to show delayed signs of poor care. Today one is dead and the other still looks stunted. So, despite the great price what are the odds that we will buy more plants at HD? )

Their inventory situation is strange. Several times recently I could not get to the item I was interested in because either there was stuff piled in the way, or the gate to the aisle was closed.
A few weeks ago, I was looking for lime. There was a pallet full of bags o' lime on the second shelf but none that you could reach. I could not find anyone to help and even after i got someone in another dept to page a garden shop employee, no one showed up and I left the store without buying anything.

Undaunted, I bought a new propane grille the other day. The price was excellent and they offered to assemble the unit for no additional charge. The HD guy who I spoke to wrote the SKU on a piece of paper and told me to order it at the service desk, which I did after waiting for my turn in a well populated line. Although I asked several times, no one could tell me when to pick up the assembled grille. When I got home I noticed that there was a ready-by date on the order form (which incidentally must have been designed by and for chimpanzees). After a few days I called the desk to see if my grille was done. She could not say but would call me right back. 4 hours later, I received a voice message on the home phone from the HD service desk. The woman's accent was so thick that I could not understand the message, but I assumed it was to tell me that the grille was ready. (yo gree e eey fo u peeuh)

When I arrived at the store, it took half an hour to find the assembled grille. The service desk did not know where they kept the assembled grilles. Finally someone came out pushing a grille with my name on it. But he was not able to help put it in my van. Finally we wrangled a few guys to help me put the grille in my Caravan.

During the time I was waiting in line, I gathered from my fellow customers that they too were harboring strong feelings of dis-satisfaction. When I mentioned that they did not seem to know what they were doing, one guy agreed. "It takes two trips to get anything done right - and three phone calls."

So next time I think I need some hardware items, I'm thinking that maybe Lowes isn't so far after all.