Home Depot

Full review
Within one week, I ordered two identical patio rugs. Each arrived within about 5 days of order placement. The second rug was irregular - the hem on each end was folded over and sewn down, unlike the first rug, which was bound on all four sides. I immediately called homedepot.com, discussed the problem and was referred to customer service, where I was told someone would contact me. After a couple of days I called back and was instructed to ship the rug to the supplier and reorder it - all at my expense! (That would be two additional shipping charges since they refused to refund the original shipping charge.) I called back and told them to pick up the second rug (charge extra for that service), while explaining the rug was irregular and didn’t match my first purchase. According to the person I was speaking with, that was my problem. I’ve done lots of business with many companies and know of no other store that refuses to take care of damaged or irregular goods. I called again in about an hour, explaining what I was told and learned I was correct: UPS would contact me in 3 days to arrange for pickup. After the three days, I called homedepot and was told they had mailed the UPS label and I should have it in 5 days. No one had it right: UPS left a label on my porch while I was out running an errand. I called UPS for a pickup and was told it would cost $10.00 to have the rug picked up. I had to haul this 8' X 11' rug to UPS.

This is the most obnoxious bunch of people I've ever dealt with. No customer should have to go through such a hassle and have to spend so many hours trying to get them to do the proper thing. I believe they are told to fight the customer every step of the way. These people need some training so they will, at least, give the customer the same answer twice. I will never do business with this online store nor will I be shopping at their retail store. These people should have ordered a replacement for the irregular rug and had the irregular rug picked up, while apologizing. They lost quite an opportunity, because they permanently alienated me.

I ordered the same rug for less money from Rugs Direct. If homedepot.com wants to know about customer service, they need to take a lesson from this company. Shipping is free and they follow-up after delivery, asking about purchaser satisfaction.