Home Depot

Full review
I have never encountered a company who was worse to deal with than Home Depot Online customer service. And I use online shipping for 60-70% of all my purchases.

I ordered 2 patio chairs on Nov 7, 2006. My order totaled $215.42. When the box arrived, it was opened, had no evidence of having been taped or sealed. One of the chairs was missing. I called HD and was told to discard the box and they would send me a replacement chair.

When the replacement did not arrive I called back to find out that they were unable to ship the one chair because they were sold in a “set”. They wanted me to return the one chair so they could ship me two chairs. The logic on this one eludes me, especially since they will ultimately end up with one chair.

I no longer had the box to ship it in. We went round and round on multiple phone call. Trust me -- at HD the customer is never right!!!!! One genius told me to place the chair in a plastic bag and give it to the UPS man. Obviously this person never shopped online nor did they have any idea that chairs do not fit in plastic garbage bags.

I asked for a credit for one chair and agreed to keep the other. I was told that they cannot do that. My only options were to return the chair if I wanted two more sent or if I wanted to get my money back.

After multiple calls, they agreed for me to take the chair to a UPS store and UPS could pick up from there. The chair was difficult to get in and out of my car - almost damaging the upholstery. Once at UPS - there was major confusion with their tracking number and I spent another hour of my time trying to get this worked out.

I had to pay for the box – but they said they’d send me a gift card in place of the $20 I spent on the box. My comment was “oh great - just what I wanted a Home Depot Gift Card!”

Finally the chair arrived at HD on 12/13/06. I knew this by tracking the package on line. I called back - another hour on the phone convincing them to get online and check the tracking and finally was told they would issue a credit and would see the funds in my account in 3 days or so. Problem should be resolved. . . Right? Wrong!!!

12/21/2006 called back. The credit to my account had been cancel because someone cannot read notes, and used the old tracking number to verify that the merchandise had been received and they now have UPS calling me to pick up the package which they already have. Another 30 minutes on the phone and as of this moment, I have been told that the credit has been pushed through and I can expect the funds to be posted it in my account in 10-14 days.

So, it is now 44 days from the day I placed this order, I do not have the chairs nor do I have my $215.42. Plus I am out another $19.46 I paid for shipping- since the gift card has not arrived either. I have wasted at least 4 hours of my time on phone calls plus dragging the chair to UPS and the hour spend there. I have been told to “calm down”, “be patient”, oh yeah - and “thank you for calling Home Depot.” Plus HD spent more in shipping charges for the return of the chair than the actual value of the one chair. What a way to run a company!!!!!

Hopefully my funds will be credited in 10-14 days. But I am not at all confident that it will occur. Never again will I purchase from HD Online.