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Expo Return/Refund Policy

Expo Design Center
• Bathroom remodeling
• Kitchen remodeling
• Other remodeling
• Flooring
• Installation foul-ups
• An installer's view
• Refunds & exchanges
• Customer service
• Returns/refunds
• Low-price "guarantee"
• Contractors' advice
• Insider's view

Diane of Bayshore, NY (4/30/02):
I'm having a new kitchen put in by The Deer Park Home Depot. They told me to pick out a Refrigerator and Stove. I found what I wanted at The Expo of Commach. I ordered them on 4/24/02. Went back to Deer Park Home Depot with the measurements and was told the refrigator was too large for the opening I have in my kitchen. I went home and called Expo on Saturday 4/27/02 and told them I need to cancel the refrigator as it was too large for the opening. They than told me there was a 15% restocking charge. It will cost me $350.00.

I was aware of the charge but not in only 2 days did I think their would be a problem. I find this very unfair as it was not a week or two but just 2 days. I than cancelled my stove as I did not want to do any more business with them.

Christine of Del Mar, CA (8/23/02):
I was trying to return a broken deadbolt lock to Home Depot Expo. The woman at Returns was helping a woman in front of me with a lock return, and I commented to the woman there that I had a lock return too. Then the Returns employee starts helping the next person in line. I asked what the deal was, and she said she new had a lock return and she was calling someone from that department up, and they would help me. She never once even acknowledged my presence.

Then the lock person came up, said they couldn't return it because I bought it too long ago, even though I had the receipt. I told them could they give me my money back, and they said they'd have to talk to a manager. About 5 minutes went by and the manager never came, and I asked where the manager was. The Returns employee never addressed me, she just got on the phone and called the manager again.

Diane of Hicksville, NY (5/6/02):
I purchased the antiquity pedestal sink and toilet bowl to match. The pedestal was cracked when I got it home and the toilet tank had a crack in it also. I had to cart them back to the store to exchange them. This was very time consuming! I am a female doing all the leg work myself.

I also purchased a faucet, first they sold me the 4" spread, which is not the correct faucet for this sink, then I carted that back to exchange it for the 8" spread. Meanwhile, my contractor is waiting at the house to finish the work in my bathroom. They then sell me the 8" spread, I cart that home, only for my contractor to advise me that this one doesn't fit either. I cart that back!

At the time I purchased the sink, bowl and faucet I also bought a light fixture for the bathroom to match the satin finish of the faucet. The light fixture is installed, to now find out the faucet doesn't fit this sink. Nobody in the store knew that this 8" spread doesn't fit this antiquity sink. Now I'm back in the store with the faucet that I can't use but I have the light fixture installed already. The 4" is $82.00 I exchange it for the 8" $156.00. NOW I don't have any faucet that matches the light fixture.

Now I search for a faucet that I can afford with the same finish and I find one for $230.00 which I will settle for but since Home Depot Expo made all these disasters in helping me with my purchases I ask for that faucet for the price I paid for the one they sold me that doesn't fit $156.00. Manager Steve Dickerson tells me no and walks away from me. I don't appreciate being treated like this, I spend a lot of time and money in the Expo as well as the regular Home Depot and I would like to be compensated for their errors. I want a faucet that matches my light fixture for the same price as the one they sold me that doesn't fit. I want a faucet with the satin nickel finish, with NO chrome on it, for the price of the one I originally bought.

Linda of Vallejo CA (4/19/02):
I was promised a refund check on February 21, 2002 by the EXPO Store Manager in Concord, CA. He also refused to confirm this agreement in writing. I was told I would receive the refund check in 3-6 weeks. It has now been 8 weeks. I was called on April 8, 2002 by an associate at the Concord Expo store, I believe his name is Dan, and advised me that the check was in the mail and I would receive it within 10 days.

After leaving two more messages to Mr. Albro this week, he informed me that the check was being processed on April 18 and it would be another 10 days. He said he had no control of how Atlanta is processing the check. This is outrageous customer service. It is your policy for customers to pay in full before service is rendered. A company of this size has the resources to pay a refund immediately. This refund should have been paid by the Concord Store 8 weeks ago, and Atlanta should have reimbursed the Concord Store. This is an internal problem and the consumer/customer should not be inconvenienced to this degree.

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July 6 2008

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