Complaints.com

From: Message Author
Date: Wednesday, 29-Nov-06 15:41:39 CST

Business Info

Home Depot Online Service

Last June I began shopping for a bed as a gift for my daughter who had

just graduated from college. I went on line to the Home Depot site and

found a head and footboard she liked for about $700. The bed was

delivered a week later, but I didn't take it out of the boxes because I

was waiting to get the mattress and boxspring. A few days later while

shopping for the mattress and boxspring, I saw the exact same bed in the

store I purchased the mattress and boxspring from for about $250 less.

I called Home Depot the next day and after being put on hold for over

half an hour, I finally spoke to someone in customer service. I asked

if they would give me the bed for a comparable price. I was told that

they did not do that, so I told them I wanted to return the bed. That's

when the nightmare began. I asked if I could return the bed directly to

a Home Depot store and was told no, because they're two different

entities. I gave all the information requested and was told it would

take a couple of weeks before it could be picked up, and of course, my

account would not be credited until the bed was back in the warehouse.

After waiting the 3 weeks I was told it would take, the bed was not

picked up, and neither was I contacted about a delay. When I called, I

again waited over thirty minutes to speak to a human being. When I

finally spoke to a customer service rep, I was told the warehouse was

backed up, so they wouldn't be able to send anyone out to pick it up for

another two weeks. I waited two weeks, and guess what?.....no one came

and no one called. For the third time, I called and had to wait only 20

minutes this time. By that time I was more than a little upset about

the situation and vented to the very nice customer service rep I spoke

to. I was amazed when she told me that no request had been entered into

computer at the warehouse at all, and that I should have been mailed

labels to go on the boxes, which should have been my confirmation (I was

never told that). She very kindly took care of putting the request for

the pick up in for me, and apologized for the delay, and then told me it

would be another 3 weeks before the bed would be picked up. Another 3

weeks with the 3 big boxes sitting in the hallway of my small apartment,

and 3 weeks of waiting for my $700. Finally, at the end of 3 weeks the

bed was picked up. I was not home at the time, and thoughtfully, they

left the box with the metal frame for me (as a consolation prize I

imagine- sigh). I waited the obligatory week I was told it would take

to refund my money, and at the end of that time I checked my bank

account, and surprise - no money. Another call, (and only a 10 minute

wait!) and I was told it hadn't been enter into the computer by the

warehouse. I was assured that it would be taken care of and I would

have my money in 3 working days. 3 working days later - no money. It

took too more calls and two more weeks before I received my refund, on

(get this) Sept 24th!!! Let's see.... I tried to return the bed at the

end of June, and finally got my money back 21/2 months later. During

this entire time I called, wrote emails and letters, including to

corporate headquarters and never got a response. Now that's customer

service. Lesson learned? Never, ever, ever, NEVER buy anything from

Home Depot online unless you are 10000% sure it's exactly what you want

at the best price you can find. In fact, do yourself a favor and don't

buy anything from any kind of Home Depot store, online or otherwise.

Thanks for letting me vent. I feel ever so much better!

Lynn O'Dell