This post is a bit lengthly, but stay with me as I thought most retailers, including The Home Depot's, #1 priority is to make the customer happy. But in my case, quite the contrary! On June 8 I purchased a GE refrigerator on HD.com that was on sale and ending at midnight that night. Before I made the online purchased I called HD.com customer service to ask if I could make this purchase as follows: Purchase came to $2,300. I wanted to use a $1,000 HD gift card and then finance the balance on my HD CC using "no interest coupon" as well.
Customer service told me that I could. Also told me to check back on line in a couple of days to make sure the balance was applied as "no interest." If not, I should call back and ask them to change and they would change.
However, when I checked back, the ENTIRE balance was on my card although I did put the GC info in at the time of check out. I called HD.com customer service and explained as to what happen. She was very helpful and said she would cancel order and reorder using the GC that was somehow not taken. However, she said I would have to pay full price as the sale ended. I asked if I could give her gift card info and she could apply to my CC account and said no, they couldn't do it that way. I asked why she couldn't just honor the sale price and she told me she did not have the authority to "honor the sale price", but never referred me to a supervisor or manager who could. She only said that the Store Manager of the store where the refrigerator was shipping from, if he chose to, could honor the sale price!?? She therefore transferred me to HD Sandusky store.
I spoke with Josh, Asst Mgr as regular store manager was not in. At first Josh seemed very willing to help get this purchase redone using my gift card, but when he learned he would have to "honor" the sale price, the whole conversation became difficult and lengthy. I was put on hold at one point for almost 1/2 hour! I finally hung up as in that half hour while on hold, I changed my clothes and drove to restaurant to meet my family for dinner (they actually left without me cause I had been on the phone for so long trying to resolve this matter, which to me, seemingly simple problem to be resolved! Josh did eventually call back saying he tried everything he could but could not get around HD.com and unfortunately could not help me.
The next day I went to our local HD store and "vented" to Customer Service there. They were very sorry to hear what I had gone through and gave me Customer Service # to call, which I did. I spoke with Bianca, customer service rep who was very understanding of the whole situation, understood that all I wanted to to was get "this gift card applied to my order also applying balance on my HD CC using no interest coupon, AT THE SALE PRICE!". Even she said it didn't sound like a big deal, apologized for everything I had gone through and said she would call store manager Anthony at Sandusky store and ask him to get this taken care of. She called me back to tell me that Anthony was on vacation and that Asst Mgr Dawn would be calling me to get this HD GC applied to my order.
Welllllll, Dawn did call me back. When she asked if I could bring the card into Sandusky store, I told her I could and when, as the Sandusky store is out of town from where I live (about 1 hour away). Well, she told me she wouldn't be in that day, but NEVER mentioned that she would have someone else at the service desk, or better yet, the "other" Asst Manager to "ASSIST ME" in her absence!!. She never even bothered to ask if I could possibly come in another day. What she wanted me to do was send them the GC and they would "cut" me a check and it would be mailed to me in 7-10 days and I could then use the $ to pay on my CC??!!
I feel like I am already out $1,000, and in no way shape or form would send them my GC because at that point I was thoroughly pissed off and not trusting anyone from Home Depot! At this point, I really feel than Home Depot.com should have resolved this problem as that is where I originally purchased the refrigerator from. Simple keystrokes! Really need to rework computer system so that they CAN do this! HOWEVER, at the end of the day, Home Depot Sandusky store, Home Depot.com, IS HOME DEPOT!!!! The bottom line with HD Sandusky is, THEY DIDN'T WANT TO TAKE THE "HIT" FOR THE SALE PRICE!!
Therefore, SCREW Home Depot.com and the Sandusky Home Depot! I have cancelled the refrigerator and I will NEVER shop at either place again. The sad part is we have spent over $10,000 with the Home Depot in the past 6 months for home renovations!! One would think you could get better customer service than what I have received. We can shop at Lowes or Menards; I'm sure their Customer Service is way better than what I have received!! read more
