Complain about a product or service

HomeDepot.com

Tracy of Fredericksburg, VA January 19, 2010

Most recently, I received confirmation for the purchase of a clearance patio set online. The product was listed as “in stock” at the time of purchase and there were no disclaimers regarding a possible cancellation. However, several days later I received another correspondence that Home Depot had canceled my order, without any reason for doing so. In calling customer service to inquire, I was told that even if the item is listed as “in stock” on the website, it isn’t truly in stock until it is processed through the warehouse and that these cancellations are a regular practice of Home Depot, which holds the right to cancel a purchase at any time. I was further advised that there is some level of disconnect between what is listed as available on the Home Depot website and what is actually available at the warehouse, and that items are often oversold. leaving to randomized selection who will and will not receive the item in question.

As for my options, I was advised to search the website daily just in case this item is listed again, though there are no plans at present to have it available. Of course, it was also duly noted that should I actually get the opportunity to purchase this set again, Home Depot still retains the right to cancel that order too. It seems that until an order ships, a confirmation isn’t truly a confirmation of purchase, but rather confirmation that a purchase can move forward if the item just happens to be in the warehouse and you happen to be on the positive side of the random selection. Of course there is no concession of any kind for the cancellation, even though it was due as a result of Home Depot’s own mistake, which from the sound of things is unfortunately often.

I found this advice interesting, as most people are busy and don’t have the time or energy to check the Home Depot website every hour on the hour at the mere chance an item might, and I stress might, become available. Simply put it is poor business practice to expect such levels from customers.

As for the patio set, will I check the Home Depot website day and night as advised for this elusive item in question, hoping it is listed again? The answer is no, even though I really loved the patio set. Unfortunately, policies around this transaction or lack of transaction, should I say, have forced me to look outside Home Depot for another patio set, as well as for other items, despite my previous loyalty to the company as a whole. I just hope that the competition is listening to what consumers want and need -- and that Lowes will be carrying a similar patio set model this spring.

Sonia of San Diego, CA January 7, 2010

I ordered utility mats online and they shipped me the wrong ones. They didn't include a UPS return label so I can to call their customer service numerous times to get one. They made mistake after mistake. I spent 20 minutes on hold almost everytime I called them. I finally got them to help return them (they didn't allow me to return to the store) and then they charged me the UPS shipping to return them. It was their mistake! It has been a horrible experience. I will NEVER order from them again!

Antoinette of Dallas, TX December 22, 2009

On December 3, 2009, I ordered a mutifunctional ladder from Home Depot's website since they didn't have the one I wanted in the store. On December 7, I received an email stating it had shipped and gave me a Fedex tracking number and a shipping date of December 6. On December 12, I pulled up the Fedex tracking status, and it said Fedex had received shipping information but had not yet received the item to ship. I called customer service on December 14 and was told the ladder had been shipped on December 13, but they didn't have a tracking number to give me. I called on December 16 for an updated status and was told the ladder was shipped on December 15 with no tracking number but to wait a few days.

On December 17, I received an email from home depot stating that since I returned the ladder, they were going to charge me for return freight. Since I had not received the ladder and therefore could not return the ladder, I could not understand this email at all. I customer service and was told the email had been a mistake and there had been confusion over the ladder, but they would ship it out today. I asked for a tracking number and was told they didn't have one. I told them I didn't believe them anymore and didn't think I'd ever get the ladder and didn't even want it anymore. I had to ask for a manager to cancel my order and credit my debit card back. Finally a manager agreed.

The next day, on December 18, I pulled up my checking account and noticed Home Depot had indeed charged me return freight on the ladder. I called them and asked for that to be credited back to my account. They agreed. As of December 23, they had not even processed the refunds with my bank. I'm still waiting and expect many more calls to customer service. I will not purchase anything from home depot.com.

David of West Richland , WA December 9, 2009

I placed an order for overnight next day shipping 12 noon on 12-7-2009 - and have not recieved it yet on 12-9-09 @ 1PM. The merchandise cost me 39.99 and the overnight shipping next day as adverised was 28.25. I just got off the phone with Cortney at Home Depot "on Line" Merchandise number and was denied any compensation for the merchandise that was not delivered as advertised - overnight next day. This was decided by Cortney's Supervisor.

I requested that Cortney let the Supervisor know that I have spent thousands of dollars at Home Depot and I expect compensation for not having the merchandise delivered overnight next day or I will not do business with Home Depot ever again. I will go to else where. According to Cortney the Supervisor will not change the decision. I would have never spent over half the cost of the merchandise 28.25 unless it was next day. I lost a business account because it has not arrived yet - As a small business I am stuggling to make ends meet as it is. I expect a refund on the shipping or Home Depot will loose my business for good. I hope for 28.25 my business and others means more than that to Home Depot. I would like to continue to business with Home Depot but it is now a matter of principle and fairness!! I will also cancel my Home Depot Credit Card.

Daniel of Austin, TX March 8, 2009

Daniel of Austin TX (03/08/09)
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

Steve of Hubbardston MA (11/24/08)
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

Bob of Montreal, Canada (10/25/08)
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?

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