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Daniel of Austin, TX March 8, 2009
We asked for Home Depot gift cards for Christmas so that we could buy a washer and dryer. HomeDepot.com lists a washer/dryer for 450/ea, but the store sells the same ones for 600/ea. HomeDepot.com will not let us use our 200 in gift cards for online purchases. The online add says, Online Special Valid: 03/05/2009 - 03/11/2009. The model #'s all match. It's quite ironic that you can purchase Home Depot gift cards from HomeDepot.com but you cannot use them there for online purchases. This is false and misleading advertising that should be stopped.
We can use the 200 in gift cards in a Home Depot store and lose out on the 300 of savings, or buy online and save 300 but we are out 200 more in money(can't use our gift cards).
Steve of Hubbardston, MA November 24, 2008
I purchased an item online that was named incorrectly on the website. I returned it immediately and requested credit for shipping as well, as the item was named and described wrong on the website. Not only were none of my requests acted on, but it is impossible to plead your case directly to the returns department, as they do not take calls or emails. I was promised twice they would call me, they never did.
On my most recent call I was told that none of my requests were passed on to the returns department, neither for the full credit, nor for the return call I was promised twice. To add insult to injury I was told that the partial credit was made by issuing me a gift card! I would by no means use the gift card, as I would not purchase from their online department again! Incompetence added to an unworkable policy and structure. Return an item and get a gift card instead of a refund! Outrageous.
Bob of Montreal, OTHER October 25, 2008
I am responding to the complaint entered on this site by a Customer named David from Calgary, Canada. His complaint was related to the Canadian website, Homedepot.ca.
I must start by stating that I work for the customer service for the website. I am a Supervisor and hold the same rank as Amer, the person being complained about. I must say that this customer's complaint is groundless. He is complaining that we did not send him a replacement of his Paramount fireplace for Free. This is true, as we CANNOT. Our software does not allow this, and even if it did we would not offer direct exchanges as there is no guarantee that the customer will return their damaged or defective item. Without having this returned, Home Depot in turn cannot make a claim for refund against either the Carrier or the Manufacturer. So a new order is necessary and the old order is refunded once returned. No choice, no exceptions.
I also find it very amusing that customers like this one assume that it is their God-given right to speak with managers and supervisors about their problems. Often the agents have already spoken with Supervisors and we have given all the information or options available. To top it off, this guy thinks that speaking to MY boss is going to help. If we can do something to accomodate a customer's needs, we will. It is of no benefit to us to withold services or options that would resolve an issue. If we cannot help, we open a file and consult with our Head Office for any other options that they are willing to provide. If we tell a customer we cannot do something, believe it or not, it is because we can't do it! Shocking!
Customers may also be interested in knowing that we cannot teleport orders directly to them. We have to place the orders and ship them. Also, we use the website to place orders just like customers. That means we have the same options as the customers when we are placing an order. We cannot do anything to manipulate an order, other than modify pricing in case of errors. We cannot accept methods of payment that are not listed. We cannot Ship to a HD store. We cannot expedite an order to make it arrive sooner. We cannot change the availability of an item that is back order.
In General, keep in mind that we will render our customer the best service that we can considering that we are NOT Home Depot employees, but Call Center agents. We cannot dictate to HD what their policies should be. Any options that we have available will be offered. If you want the impossible, we will tell you that it is not possible. We are not lying. We are not being rude or cruel. We are working with the tools available and under the business rules Home Depot has chosen. We are not personally responsible for your issues. We will fix them to the best of our abilities. If you disagree with an HD Policy, that is another matter, but don't scream at us for it, write letters of complaint!
Finally, to give an idea of reality, I pulled the recordings for this customer's returns. This person was not reasonable. He was foul-mouthed and abusive, and would not let Amer even speak most of the time. Some people I suppose cannot deal with the realities the world throws at us, and become upset when things to not go their way.
I would be very pleased if this customer never shopped with us again, let one of the other companies deal with him.
Most customers are nice, friendly people. Others are ill-raised savages. Still others act like apoiled infants. Please consider before calling us: would you act this way if the person was right there in front of you? Or are you acting out because you know that there aren't other customers around over the phone to witness your behaviour?
David of Calgary, OTHER July 16, 2008
I purchased ONLINE a PARAMOUNT Electric Fireplace. The merchandise was shipped DAMAGED by UPS. I returned the damage goods. Since I was renovating my basement and designed the fireplace with this particular item in mind, I ordered another PARAMOUNT Electric Fireplace online. HOME DEPOT would not exchange the damaged fireplace for an undamaged fireplace; rather, they had me purchase a second fireplace, advising that they would REFUND my money on the first damaged product once it was picked-up. The first damaged fireplace was picked-up on July 15th, 2008.
A second fireplace (which I paid for -- now having paid for 2x fireplaces) was delivered on July 15th, 2008. The second PARAMOUNT fireplace was damaged in what appeared to be the same location as the first. IN FACT, it appeared that the second fireplace was actually the first fireplace I ordered, just re-shipped. Of course, I contacted HOME DEPOT online and asked them to pickup the damaged product and simply exchange it for an undamaged product. I advised them that it did not seem appropriate for me to have to purchase a third fireplace just to receive one fireplace in good condition. I was told that if I wanted to facilitate an immediate order for another fireplace, I would have to pay again and simply await my refund.
I asked to speak with a manager. The employee put me through to AMER. Amer told me that he did not have a PRECEDENT for what I was asking and could not help. Since I have construction on hold, I asked AMER to expedite an order, and said I would in fact pay for the third fireplace and await the refunds if he would do so. He informed me that he could not as there was no PRECEDENT for that solution. I asked what AMER's status was at Home Depot, to which he responded: supervisor. I asked AMER for a MANAGER to which he responded that he could not do that because there was NO PRECEDENT for that. I told AMER to pickup the second damaged fireplace and that HOME DEPOT woould NEVER get our business again.
Construction has been on hold at my house for 2 weeks. The project could not be completed on July 5th, 2008 becuase of the damaged fireplace. Work was rescheduled for July 12th, 2008, which was cancelled because the second fireplace had not arrived. Work for July 19th has now been cancelled because I had to return the second damaged unit. Consequences and damages are general frustration and annoyance with home depot.
Now that the order has been cancelled, I have to pay the designer to find an alternative. To be clear, I understand that sometimes things get damaged and delivery of merchandise is not perfect. My major concern is the unwillingness of HOME DEPOT to direct me to a manager. It is frustration to deal with people who have no authority or inclination to help.
Home of Victorville, CA July 7, 2008
got a Rigid power tool combo kit for xmas. I filled out the registration forms online for each power too and emailed them about my warrenty for the batteries. today I tried to access my account to ask for the certificate for the batteries and could not access it. I hav esent them numerous emails about this and am getting no where.
Anna of Stillwater, OK December 19, 2007
I quickly tried to order a gift card online for my perpetually-remodeling brother for Christmas. Their site was confusing enough (and I am a website programmer) that I put my address in where his should be. I immediately called to correct the error. After following their tortuous automatic phone menu, I was told by the very sleepy girl on the phone that I would have to call back when it was in the system. But if I didn't call back in the crucial short period between the time it hit the system and when it was sent out, there was nothing I could do about it. So, still late for work, I waited the suggested 30 minutes.
Called back. Ten minutes of wait and phone menu time brought me to Rosie who explained that I would have to reorder and then cancel the first one when I got my e-mail notification. That, no, there was no critical cancellation window. I immediately replied to the e-mail that said I could reply for any issues. I asked them to cancel it to end an unpleasant experience. They refused and said -- contrary to what the e-mail said -- I have to call in.
Already lost two hours of work. Will now lose more to try and correct the problem. VERY unhelpful system from start to finish. Would not shop at a Home Depot if it were the last spot to buy the last bit of food on earth.
Peter of Oceanside, CA November 24, 2006
I purchased a water heater with installation from Home Depot. I was to get a 50. gift card and a lifetime guarantee for buying the best 12 year guaranteed model. The installation was done poorly and presented a dangerous condition. The gas flex line was stretched tightly over the heat control. My complaints were ignored until I contacted my credit card company to stop payment. Finally the installation problem was then fixed after much headache & needless wrangling. It took about 4 or 5 weeks to get the gift card, again after many calls, letters an little if any response.
It's been a year and I still have no lifetime warranty. I wrote letters made phone calls even answered customer service Surveys all with no responce from Home Depot. I even sent a letter to the president of the company!. In short it seems they just don't give a damn!
Kishma of Orlando, FL November 18, 2006
On 09/04/2006, I ordered 4 doors on HomeDepot.com. I have been trying to return the doors for 2 months now. Each time I call Home Depot to arrange for the return of the doors, something goes wrong and the UPS service ends up with less call tags than necessary to pick up the entire order. There were 8 boxes in the original order, 2 boxes per door. So far, UPS has picked up 2 doors, then a half of a door, then a half of a door. There are still two boxes (1 door) waiting on my front porch to be picked up...
I have called Home Depot more times than I can remember. My last attempt at getting this situation resolved was yesterday, Friday Nov. 17. I wasted about 30 minutes on hold yesterday only to be reprimanded by the customer service rep for me being rude (whining under my breath) while on hold yet again! Is Home Depot Customer Service staffed by ex-cons who work their only because it's the only place that would hire them? They are rude incompetent uninformed liars who don't care about the customer. They blame me for their screw-ups and offer no apologies. They have no people skills!
One of their brain-dead customer service reps told me to call UPS to correct the home depot mistake. Does that sound stupid to you too?? For grins, I did so and was introduced to what customer service truly means. The UPS lady spent about 20 minutes on the phone with me trying to figure out how she could help me. At the end, the only thing she could do it listen to me complain. She expressed her condolences for my terrible experience with the incompetent bunch at homedepot.com and bid me a pleasant day. For someone who has had no hand is this colossal screw-up, she has done the best job yet!
Nicole of Sacramento, CA October 20, 2006
I found a mirror on Homedepot.com that I loved and we ordered it. It arrived from UPS, so obviously broken that the concierge center at my place refused delivery. This was not communicated to me. When I contacted Homedepot.com to check on delivery status, they said that the item had been returned but they do not do exchanges; we would have to order another mirror. We did this. Despite the statement on Homedepot.com that they refund customers for returned items within 48 hours of receipt of the item, it took over 2 weeks and repeated calls to receive a credit for the first mirror. This was highly inconvenient, but just the beginning.
The second mirror also arrived broken. Unfortunately the concierge center did not refuse delivery this time. When I received the second package, it was very apparent that the packaging Homedepot.com used was completely inappropriate for a fragile item. The mirror was packaged in a box with no packing! We immediately filed a return request, as required by Homedepot.com (they have a very cumbersome return process). It has been over a month and I have made repeated calls to have the second broken mirror picked up and my account credited. All to no avail. Every time I call customer service, I get a different story and no results.
I agree with others who have submitted their concerns, Homedepot.com is not worth the hassle. I am sorry that I ever attempted to do business with them in the first place. Additionally, while the stores and website are separate operations, my perception of the overall brand has been extremely tarnished. Dorothy of Baldwin, NY September 13, 2006
On July 29, 2006 I placed an order for two sets of Home Patio Furniture along with two Chaise lounges. Days later, I was sent an email stating that the chaise lounges were no longer available. Being that I wanted my patio furniture to match I cancelled the order. I called Home Depot to find out exactly how long it would be before I would receive my refund and it's been a nightmare since.
I have called a total of 17 times and I've sent at least 5 emails. I've been placed on hold for an average of 25-30 minutes per call and I was told it was being processed. I received a credit of 270 and I have no idea where they came up with that amount because they charged my card 756.03. After calling so many times they transferred me to the Escalations Department where the Supervisor said that she would credit my card while I was on the phone and to expect the difference in my account within 3-5 business days. I called today and they said it was denied so, another Supervisor said that she would handle it and make sure I get refunded my money.
It is now September 13, 2006 and I'm still fighting for my money back. Home Depot has the worst Customer Service Department and I will NEVER buy anything from them again. From July 29 up until September 13th and nothing has been resolved.
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