Plumbing services by The Home Depot in Owings Mills, Maryland

I am a new home owner and my local HD is the one in Owings Mills.I love the store for it's collection, location, availability of parking and friendly and helpful staff. I wanted pick some new home owner tools. I made two visits and both times, I was helped by TY. I received some fantastic customer service. During the first visit he gave me enough tips and advise which helped me to get some further research and decide on what I wanted and which brand,etc. And during my second time TY went out of his way to help me find an Impact drill driver which I thought wasn't available in the inventory. He is a real asset to the company, a thorough professional and a very friendly gentleman. TY- Thank you so much for your help.

Worst customer service. Placed an online order and am going on four weeks for delivery. I asked if I could cancel through the store rather than call online since the wait time is over an hour, and he said that wouldn't be a problem. I called in today asking for that manager and was told by an associate that the manager I spoke with doesn't exist and that I would need to call the online customer service. So did he just make all this up then, including his name?