Analysis of Home Depot reviews indicates service issues

Caption of Home Depot store.
Photo: Raysonho @ Open Grid Scheduler / Grid Engine

Insight nr. Ⅰ
“Phone calls” is the most mentioned topic with a 31% occurrence rate and an average grade of 1,16 / 5. The sentiment has been negative since 2009 and peaked in 2013, and in 2020 at negative 60%.

Insight nr. Ⅱ
The topic “selection” is the highest-rated topic at 2,05 / 5 and an occurrence rate of 7%. Its sentiment has been increasing since 2011 and currently sits at a positive 30%.

Insight nr. Ⅲ
“Customer service” has an average grade of 1,26 / 5 with an occurrence rate of 27%. Sentiment has seen a noticeable increase since 2018, reaching 50% negative in 2020.

Caption of the topic “phone calls” from the dashboard of this analysis.


Evidently, Home Depot has some issues in terms of service. Whether it’s the actual customer service or the phone call experience, they should look into why they have such bad ratings in these areas. However, it does seem like Home Depot’s approach towards their selection is appreciated.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on ConsumerAffairs.

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