I really feel for the gentleman in your HD store. I have been the person trying to cover more than one person's job.
I try not to complain about any one particular employee when I don't know the situation at the store. Given there are about half the employees at the store compared to a few years ago, I often wonder if the remaining employees are working double duty yet still only getting paid for one job - if you know what I mean. Also, many stores seem to have new employees every month, so I doubt they are retaining good people.
I have been painting my chicken coop as I have been upgrading the old rotted OSB with better quality pallet wood, like for the trim work on the coop. It's a work in progress. This past weekend, I took some used paint cans into our local Fleet store to have them shake up the cans of paint in their machines.
I talked to the lady in the paint department, and she refused to shake up the paint for me. I asked her why she would not do it considering they have 3 shaker machines behind the counter. She told me that one of the other employees had shaken up a can of paint and the top came off and made a mess everywhere, and she was not going to clean it up if it happened to her. Then she asked me if I wanted to clean up the mess if the paint can leaked! I just said I only came into the store to have my paint cans shaken up like I have been doing for the past 35 years. Well, she offered to give me some free stir sticks, but she would not shake the paint. I told her that stir sticks are great after the paint has been shaken, but it's not very effective to if the paint is not first shaken up.
Then she told me that it was store policy not to shake up used paint cans. Really? I asked, when did that policy change? I did not tell her that I was in the week before with used paint cans and the older guy working the paint counter shook them up for me with no problem. Anyways, she said it was a long standing policy not to shake up used paint cans. Then she told me that she would refuse to shake up my paint cans and walked away from me into the back room!
Well, I still needed the paint shaken up so I could paint the coop, so I went up front to the customer service desk and asked to talk to a manager. The manager came up, I explained what had happened, she told me there was no store policy about used paint cans, and she went back there with me to the paint counter (the other employee was nowhere to be seen) and the manager shook the paint cans up for me. I thanked her and left.
Anyways, on Tuesday I went back to the Fleet store and asked to talk to the overall store manager. He was a nice guy and I told him that I was very happy with the associate manager who helped me when the paint department employee would not. I said I thanked the manager personally, but thought I would make the extra effort to tell her boss that his associate manager saved the day for the store in my eyes.
I also mentioned that I knew the paint employee as she has been working there for a long time and in the past, she had been very helpful. But I did not appreciate being asked if I wanted to clean up a mess in the event that their machines failed and leaked paint all over, that she had attempted to mislead me about store policy that did not exist, and that the employee walked away from me in a huff.
My goal was to compliment the manager who helped me, and to ask the store manager if they had a problem with their paint shaker machines that the employees were afraid to use.
Well, the store manager told me that there had been a big spill a few weeks ago when a new employee failed to pound the lid down on a brand new can of paint, that they had machines with levers to lock down the lid but the new employee did not use them correctly, and it did make a big spill mess. But there was certainly no policy about not shaking up used cans, they do it all the time, and he said if they have to tint a paint can they have to remove the lid and put it back on. He also said that it was wrong of the employee to ask me if I wanted to clean up a mess and that she walked away in huff. But he was very thankful that I came in to talk to him about the situation and that he would certainly compliment the associate manager and work with the employees to make them feel more comfortable with their machines.
So, that's my story about customer service at our local Fleet store. I took the time to talk to the store manager because, like I told him, I have been buying products from them for over 35 years and I appreciate good customer service and it has value to me. That is what keeps me coming back to their store. And I want to continue that relationship.

Well, I hope the associate manger gets a good compliment passed on to her from her boss, and I hope the employees get some better training and/or upgrades to the shaker machines so they feel comfortable using them. I'm sure it's no fun being stuck using a machine that you are afraid to use for any reason.