Home Depot… And The Survey Says: “Get Lost, We Don’t Want CX Feedback!” — IMRAN®

Home Depot… And The Survey Says: “Get Lost, We Don’t Want CX Feedback!” — IMRAN® Even as someone who helped usher in the rise of online services from the very beginning, I still make a deliberate effort to spend money locally first. But some companies seem determined to push consumers straight into Amazon’s arms, putting their own retail locations under even more pressure. Over the last week or two, I made several visits to one of my nearby The Home Depot stores. As usual, finding anyone in the aisles was a challenge. And when I did find someone, the answer was often, “I’m not from this department,” which only added to the time and hassle. Still, I go. Yesterday, however, I encountered one standout exception: Ms. Marla C. in the Paints department at Sun City Center. She was genuinely helpful, attentive, and juggling multiple tasks without losing her composure or customer focus. Like most opinionated consumers, I’m fully capable of writing a scathing review when warranted. But unlike most, I also believe deeply in the power of positive feedback. When someone does their job well—especially when they go above and beyond—I make the time to acknowledge it. So I told her I’d be happy to send positive feedback. She gave me her name, and a colleague provided the URL for Home Depot’s survey page. I’m a man of my word. When I got home, I went to the survey link—which, as the screenshot shows, redirects to Medallia’s servers. And that’s where the absurdity begins. Unless I am missing something obvious, Home Depot’s leadership has apparently decided that in 2026, the best way to collect customer feedback is to add friction, block direct input, and force customers to opt into marketing spam before they’re allowed to say anything. They expect you to jump through hoops, sign up for emails, and wait for surveys sent at their convenience. If you’re a customer who simply wants to share a great experience—or a terrible one—the message is clear: The survey says… “Get lost.” © 2026 IMRAN® #IMRAN #HomeDepot #CustomerExperience #Medallia #Surveys #Feedback #UrUXSux