Complain about a product or service

HomeDepot.com

Nicole of Sacramento, CA October 20, 2006

Nicole of Sacramento CA (10/20/06)
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

Dorothy of Baldwin NY (09/13/06)
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.

Rob of Mechanicsburg, PA August 23, 2006

Rob of Mechanicsburg PA (08/23/06)
March 17, 2006, ordered poolside lawn furniture intended for summer 2006 use from homedepot.com. Cost was in excess of 850 from front page of website. Silence followed the online order. Weeks passed, then months. After calls that put me on hold for hours, a worthless visit to a nearby Home Depot retail store and emails that were unanswered, we finally get a call from Home Depot that my card would expire in May even though I had already conveyed the updated new card info previously. In June, rec'd a 60-90 day delivery information email from Home Depot. My credit card was officially charged August 3, 2006. As of today, August 23, still no shipment.

Talked to Customer Service who directed me to talk to third party shipping service they hired to track merchandise delivery on my own. Tried to cancel order on same phone call and get refund. Told 'no refund for at least seven business days.' Now filing complaint and potential Regulation E violation via VISA, citing nonperformance of contract by Home Depot.

Lawn furniture ordered in March that was never delivered (it's August now) and charged for it 23 days ago as of this writing. Had to purchase get us by furniture locally in June for 220 this summer after countless calls, wasted gas and time at a local Home Depot retail store and now I'm subject to finance charges on the undelivered furniture if Home Depot doesn't rescind charges on order I attempted to cancel today. Also, I work at a bank. This could be a Reg E violation for charging my account without regard for timely product delivery. 20 days and counting since charged. Six months since initial order and still no merchandise. Then there's the obvious. I live in PA. Wanted new summer poolside furniture for 2006 that can't be used until 2007? To the say the least, this company is inept.

Jennifer of Lakeville, MN August 23, 2006

Jennifer of Lakeville MN (08/23/06)
On June 7, 2006 I placed an on-line order for four items. Three items never showed up but I was charged for the entire order. Since then I have been trying to either get Home Depot to send me the missing things or give me my money back. No such luck. On July 10th I requested a refund and the customer service person assured me it would be taken care of within 5 to 8 business days. Two weeks later I still had not received a refund. I called back making sure I called very early in the morning to avoid hold times of 1 hour plus. Miraculously I got the same operator as I got on July 10th. He again told me the refund would be issued in 5 to 8 business days. Of course nothing happened, no money was refunded.

Jerry of Orange, CA August 22, 2006

Jerry of Orange CA (08/22/06)
I ordered a Patio Umbrella Base on 6/14/06. I received the base on 6/16/06 and realized I had ordered the wrong size. I contacted Homedepot.com customer service on 6/16/06 informing them of the error and requesting a return authorization which was provided. I was informed the product should be picked up within 10 business days. I contacted Homedepot.com customer service again on 7/20/06 indicating the product had not been picked up and was informed it would be another 3 to 5 days due to a backlog with UPS.

I contacted Homedepot.com customer service again on 8/01/06 and was then informed that their warehouse had not actually sent a pick up notification to UPS. They did so at that time and provided me a tracking number. I contacted UPS on 8/09/06 requesting information on the pick up and was informed that they had not received a Tracking Label from Homedepot.com and with out it could not pick up the product. I then contacted Homedepot.com customer service again and was informed that they would need to bring a resolution specialist into this issue. I was informed that a Tracking Label would be sent directly to me by 8/11/06 so I could either contact UPS myself or take the product into a UPS location to return it.

I contacted Homedepot.com customer service again on 8/16 reiterating all of the above and was informed that my information had been misplaced due to a Computer System foul up in July. At this point I was informed that an Escalation Team member was being brought into the process and I would be sent an email of the tracking information from UPS. I did in fact receive an email from Homedepot.com customer service with a tracking number on 8/18/08 indicating that the product would be picked up in the next couple of business days. I have been checking the UPS site and it appears that the new return request I was provided on 8/18/06 is in the same state as the one I was provided on 8/01/06 in that the corresponding Tracking Label has not been supplied to UPS. Today (08/22/06) I replied to the Customer Service email indicating I would be submitting a complaint through Consumer Affairs. I am an extremly frustrated consumer that will not purchase any other products from Homedepot.com under any circumstances.

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