|
Rob of Mechanicsburg, PA August 23, 2006
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
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
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.
Vicky of York, PA August 16, 2006
Online Specials Memorial Weekend I went online Friday June 26th and they had a lot of online specials listed. I saw a Maytag gas dryer on sale for an excellent price marked as an Online Special for 582.39 down from 647.10. When I clicked to add it to my cart it showed the non special price. I called customer service to inquire, and after she confirmed she had the same problem, I was told it was most likely a glitch, so I had to speak to their Internet service department. After being on hold for at least 25 minutes, I called customer service again and begged them not to put me on hold. This service rep. was wonderful and she set up a 3 way call with someone in the appliance division. I was asssured the sale price would show up when the order was confirmed in a day or two and we said our goodbyes.
I went ahead with the online order after this assurance, well long story short, the salesperson called Tuesday the 30th to confirm order and finalize the information. The price she stated was again incorrect,I explained to the rep. the earlier discussion and the order was finalized. Or was it? I received a call an hour later and was told the Online Special price was not going to be honored, it took a conversation with a supervisor to finally settle things (I made a copy of the web page and I wasn't afraid to use it if I had to). I did receive the special price but WHAT A PAIN!! How many others were given the same load of crap. UPDATE-Delivery men were 2 hours late with my dryer. 8/16-Still waiting for the free delivery rebate.
Janet of Grand Blanc, MI August 15, 2006
I purchased several different items online from Home Depot. I called Home Depot on July 15, 2006 to get a return confirmation number as is required on the HD website. I waited nearly an hour for a real person to answer. Meanwhile the Home Depot theme song played over and over and over and over again (I can only assume to get customers to hang up and leave them the hell alone). When I finally did get through, a customer service rep. kindly gave me a confirmation number and said that a UPS driver would pick up my package for return in a couple days (that Thursday to be exact).
After a week or so went by and my package was still sitting on the front porch, I put in another call to HD customer service. I waited another 40 mins. for a response, and again the HD theme song played in my ear the entire time. Customer service finally answered, and told me that whoever advised that my package would be picked up the same week, was entirely wrong, and that it takes 10-14 days for processing, and then UPS would pick up my package. After waiting several days past the 14 day time limit I tried calling early in the morning hoping to avoid a long wait time once again. I was right. I only waited about 35 mins.
After explaining the situation for a third time, I was told that the problem would be taken care of by the (more efficient, better trained?) HD complaint department. This time my package would be picked up the following week. That following week has since come and gone and it's now a month later and still no sign of that big, shiny brown truck. As you may have already concluded, I will NEVER, EVER purchase another item from Home Depot online again! I would strongly urge others to avoid the online store as well, unless they just can't get enough of that Home Depot theme song and the customer service song and dance.
Kate of Lafayette, LA August 9, 2006
I purchased a retractable screen for a door on June 2, 2006. When it arrived, it had a tear in the screen. The same day, I called the homedepot.com customer service number and was on hold FOREVER. I attempted to make contact daily for two weeks - even holding for four hours once! All calls to the customer service care center ended up in India (where I got the worst reception, and followup). Whenever I got a US line, I would be transfered to another. It's as if the dog's tail does not know where the head is. Long story short: After finally contacting real people on August 9th, I was told that the screen would have to be returned then reordered via online. My free shipping would not be available and I would again be at the mercy of hoping the merchandise would arrive in good shape. I have opted to keep the screen with its tear - but to NEVER do business with homedepot.com again- ever. I would stronly advise the same for everyone reading this.
I will probably have to replace the retractable screen portion at my own cost sometime in the near future at a cost of approximately 75. I will do it directly through the manufacturer though, and avoid the homedepot.com hassles. They really have grown too fast for their britches. Someone in the customer relations department needs to learn their business better. Rosemary of Chapel Hill, NC August 7, 2006
Ordered an item in June. They sent the wrong item. I called immediately to arrange for it to be returned. They said it would be picked up by UPS on June 24. I have since called and spoken to customer service 6 times and sent an e-mail. Each time, I waited close to 30 minutes to get through to anyone. Each person assured me that it would be picked up. On 7/18 I was told by Summer that I should throw the item away and that my credit card would be credited. On 7/31 I called again and was told by someone in India that he would inform a supervisor. It's now August 7. Still no credit and no sign of UPS. I will NEVER buy anything from Home Depot again.
Kimberly of West Haven, CT July 28, 2006
I ordered a 7 peice patio set and umbrella from Home Depot Online. The website was running a free shipping promotion so I thought it would be a good deal. I placed the order on 6/17/06. The website said both items would arrive in 5-7 business days. On July 11th, 2006, I had yet to recieve either of the items I ordered. I called the 800 number on the website for questions regarding shipping and waited on hold for approximately 1 hour till I got to speak to someone that had a clue (ie supervisor) everyone else could only tell that my order was being processed at the warehouse. The person that I spoke with said the umbrella shipped on 7/3/06 and the 7 pc. patio set shipped that day.
I did not receive the patio set until 7/17/06 and umbrella still isn't here. On 7/24/06 I called the 800 number and sat on hold once again for over an hour. The person I spoke with told me the umbrella never shipped and that it was on backorder until 8/27/06. At that point, I decided to cancel my order for the umbrella. The person soposidly canceled the order and said I would not get charged for it. On 7/25/06, I received an email from Home Depot Customer care saying that the umbrella shipped via UPS on 7/25/06 and that it would be to me by 7/31/06.
At that point I became angry due to the fact that the person I spoke with the day before told me that it was on backorder and supposedly canceled my order. So once again I called the 800# and proceded to wait 1hr 5minutes to talk to someone that had a clue and she told me that the order was never canceled at the warehouse and that is why it shipped and that my credit card was charged when it shipped. Now I had to get in touch with UPS to try and refuse the delivery and they have to ship it back to the warehouse and then I will soposidly get a credit. It sounds really simple but I am sure I will have a problem with the credit process also...nothing has been easy with this transaction...this is HOME DEPOT I am dealing with not some no name company....how can you say that an item will arive in 5-7 business days and not get it until over a month later?
Vicki of Loveland, OH July 11, 2006
I placed an online order on 6/21/2006 for one umbrella, one umbrella stand, and one deck fountain. Somehow, two orders were placed and I assure you I only hit the place order button once. The order that was erroneously placed, was shipped to me after I spoke with a Home Depot Customer Service Rep. at their 800 number, she told me she would cancel the order. Apparently she did not. The order was shipped to me anyway in two shipments. I was able to catch the UPS delivery and refuse the extra umbrella and extra umbrella stand, however, I was not able to catch the UPS delivery for three fountains.
As I write this letter, they are sitting in my entryway unopened waiting for a UPS pickup which was requested by another Home Depot Customer Rep over a week ago, I was told these fountains would be picked up the July 5th, today is July 11th and they have not been picked up yet. I have sent numerous emails since July 6th to request assistance and have received no response. I want the unordered items (3 fountains) in my home picked up and I want them plus the 1 umbrella and 1 umbrella stand that I refused, credited to my Visa account. I mailed a letter today to the CEO of Home Depot, Mr. Nardelli. I'm sure he will never see it, but maybe someone at headquarters will, and help me.
Tom of Salt Lake City, UT June 13, 2006
Home Depot .com will only cause you hours of trouble. Key problem: the online store and local stores are separate companies and do not work together at all! I purchased a product from home depot .com and tried to return the product the day I received it. Then the trouble insued.... 1hr to 2hr call wait time to speak to an agent. Call would always drop an hour into waiting. Customer complaint department is in India and after 30 mins talking to them you find out that they only accept complaints for local stores. Constant mistransfers of calls. Local stores will not take returns from online store. Local stores will not help and can not help customer in any way return an online product. Submitting complaint forms online sends you to an error page. I'm still trying to get a hold of a returns agent located only in Florida.
Many, many constructive work hours lost. Hours of phone minutes lost. Home Depot truly does not care about their online customers by making the returns process as difficult and time consuming as possible. Worst online purchase experience ever.
Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
| 
Print This 
Email This
