Home Depot

Full review
On Sept. 1, 2007 I ordered a refrigerator for home delivery via homedepot.com, the website advising me that there was "free delivery" (a $55 charge rebated) for all purchases over $299 between Feb. 20, 2007 and Sept. 5, 2007. I downloaded the rebate form, which contained all of the above information. The charge for the refrigerator was approximately $360.00, so I was comfortable knowing that I would get the rebate.

Then, five days later, Home Depot called and said the rebate wasn't available except for purchases above $399, and my purchase didn't qualify. They asked if I wanted them to raise the price to $399 or forget the rebate.

Instead I told them I'd just picked up a microwave for $95 at one of their stores, and asked if they could credit that purchase against the $399. They said no, but they could sell me another microwave, and I could return the one I'd bought.

Then I went back to the form, and found out that it said $299, not $399, and called them back. They advised me that when I made the purchase online on Sept. 1, and when they sent me an e-mail that night confirming "Your appliance order has been submitted" it didn't actually mean that my purchase was made, only that they were thinking about it, and the actual purchase didn't happen until five days later, after the rebate had expired.

Were they apologetic? No. Would they recognize that this was their mistake, not mine? No. Would they admit that they had violated their own policy in not calling me within 48 hours to confirm the purchase (they waited five days, till the day after the rebate expired)? No.

They insisted that they had acted within their terms of service...and would change nothing.

To me, that's the essence of deceptive practices, if not outright consumer fraud, and pathetic customer service. Home Depot should be ashamed.