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Customer Dis-Service - Delivery
Posted by on
ATLANTA, GEORGIA -- I will never purchase another thing from Home Depot. The first item we purchased was a John Deer Lawn Mower. It was delivered missing critical parts. Home Depot is happy to act as a middle man. They are happy to take your money but they do not stand behind what they sell. If something goes wrong you have to call the manufacturer directly, even if you get an extended warranty. Now the wheel housing is cracked and Home Depot has done nothing to help us. Two days ago we bought a refrigerator that cost $1000.00. We heard nothing from Home Depot regarding delivery of the appliance in spite of the immediate removal of funds through our bank account.

My husband had to call to get a delivery date. In spite of all the information he entered into the existing account, they didn't even have his phone number. I waited all day long for their promise of a call 30 minutes prior to delivery which never came. There was someone at the house the entire day. We have a dog that was kept downstairs out of the way of the front door and out of the path of delivery. My dog barks if someone next door starts their car. The dog never barked. No one called. No one attempted to even come to the door. We would not even have had time to empty out the old refrigerator as a courtesy to them. They said they came by at 3:45 pm. Well, they never called. They didn't even have the correct number in spite of it being provided to them online and over the phone personally to the representatives at the 1-800-455-3869 repeatedly. They never came by...never knocked on the door...someone was here the entire day.

They tell you via the aforementioned number (customer disservice) that you have no control or say so as to when they will deliver the appliance. THEY TELL YOU WHEN THEY CAN DELIVER IT AND EXPECT YOU TO PUT YOUR LIFE ON HOLD FOR IT! Particularly unhelpful and downright rude were Michelle (Employee #7582) and her supervisor, Viviane (Employee #1468) who don't listen, make you repeat everything twice, treat you as though you are the one who is wrong and stupid in having to do so, and then telling you there is absolutely NOTHING they can do to help you...that YOU have to call back "tomorrow" because even though they wasted an entire day and all my time up to 6:45 pm (the delivery period was supposed to be 2:45 pm to 6:45 pm and they were to call 30 minutes prior), it was 7:01 pm when I called and the "HD Department is closed for the day."

Is anybody there actually accountable??? Does anybody have the power to do anything for the customer??? No!!! I am cancelling the purchase tomorrow because I'm told I have to wait an additional seven days for what doesn't even constitute an ATTEMPT to deliver anything.
     
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Paul on 11/24/2013:
An extended warranty in most cases is for after the manufacturer's warranty expires. I am not surprised as to what you reported about the JD tractor. Incidentally, that green stuff they sell at HD with the JD name on it is not the same quality JD is known for, as you found.

As for appliance delivery and service, for my money an independent appliance dealer is still the way to go. Good luck.
nikalseyn on 11/24/2013:
Regarding the John Deere. You should never buy a JD from a big box store like Home Depot, Lowe's, etc. Best to find your local JD dealer and buy direct from him. It will be delivered in good shape and any problems with it will be handled correctly by them. I know you can save a few dollars(probably)by buying from a big box store, but as in your case, when/if you have a problem, you have a real problem. If you had purchased it from a local dealer, he would take care of what he sells. Good luck.
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Larger Tool Rental Breakdown and Lack of Repair
Posted by on
Rating: 1/51
MADISON, TENNESSEE -- Needed a large trench digger for a few hours. My elderly parents needed to have their water lines replaced from the meter to their house. They had a plumber at their house ready to do the work. Since I have the vehicle w/ a tow hitch I had to deliver the machine. I dropped off the machine and went to run some errands. I get a call within 30 minutes stating that the chain/teeth on the digger wasn't spinning once engaged.

I immediately went to Home Depot to discuss with manager to see what options we had instead of putting it back on the trailer, securing it, and bringing it back. I am then told that Home Depot does not own their equipment, it is contracted out. They called the gentleman who owns or operates the business that services the equipment. I get him to show up to the house to service the equipment over 2 hrs later, and after an hr of making adjustments we are told the machine doesn't work properly and needs to be returned.

I could not be available to pick-up/ return the machinery the next day and I'm the only one that can deliver the equipment. The serviceman says he would meet my parents at a different Home Depot early the following morning and deliver and return the unit when finished since he felt bad the machine didn't work. After an extremely aggravating and non-productive day, I return the machine to Home Depot, there was no charge (as should be) and Home Depot only said "sorry". They never offered a discount on a rental of a different unit.

The following morning my parents woke early and go to a Home Depot that is farther away to meet the serviceman for Home Depot's equipment where he said he would meet them and deliver and return the machine. After waiting over an hour and many phone calls, the serviceman never showed, called, nor answered his phone. My parents are left without water for the 3rd day. I have owned a few business', and I know for a fact, if I had people representing me in this manner and poor customer service on both ends of Home Depot and their servicemen, I would not expect to be in business very long.

This was just an EXTREMELY horrible experience. Home Depot's part and whoever owns the equipment. They should test each unit when returned for proper function before letting it leave the lot. This was on a trailer, definitely not a "throw in the back seat type of rental". I will not be renting anything from them again. Also, there was a lot more to this, but it is somewhat abridged. Hope this helps.
     
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Deplorable Customer Service At New Rochelle Home Depot
Posted by on
Rating: 1/51
NEW ROCHELLE, NEW YORK -- Dear sir or Madam, please fix the extremely poor customer service at your New Rochelle NY store. I have consistently encountered DMV like service in this store for several years now (And I was going there often). Never ever have I seen such extremely bad bad attitudes and unwillingness to help in any store. I seems as if it's a store policy help customers as little as possible. Simply do a Google search for poor service at New Rochelle Home depot. And you will find story after story of people complaining about the really bad customer service coming out of this 1 Home Depot Store. Based on my search this store clearly has a top national ranking for the worst customer service. I have ever read some stories about management taking steps to address these customer service issues going back to 2009 (so obviously you know there is a serious problem with this store, and what ever you tried to do did not work).

Example: About a month ago I ask a clerk for help in the lumber dept. He starts to answer me and in mid sentence he gets a text message on his personal. The clueless clerk proceeds to have me stand right in front of him while he takes 4 minutes to send a volley of text message. No excuse me, no nothing. This experience got way worse bust too much to write about here.

Example: Today I wanted to buy some refurbished/reconditioned equipment that they had lined up in front of the store. However all of the equipment was strung together with a wire lock. I go inside and ask if I can purchase the equipment. It take literally 30 min for them to locate someone with the key to unlock the stuff. When we got to do the unlock, the clerk and I also pickup an escort from the store manager. She proceeds to tell me in a negative tone "you know there are parts missing write", "Oh.... Can you tell me what parts are missing". She does not know and couldn't care less. Do you know if the stuff works then. "No... that's why were selling them". me: "Well they do say reconditioned on them". her: "That means there used". I proceed to explain to her the definition of re-conditioned.This banter continued for about five minutes. Finally I just said never mind this is too complicated and I walked away. Here tone in this whole thing was as if she was annoyed, and bothered by my interest in the equipment (this was the manager). If its OK for her to act this way, what do you think is permissible underneath her.

This is clearly a management issues as it is store wide. The nearest Lowe's is a good 45min ride from this store. I'm a new Loyal LOWE'S customer.
     
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Credit Card Issue and Change of Address and Not Receiving Billing
Posted by on
Rating: 1/51
SPRINGFIELD, MISSOURI -- My wife and I went into a Home D. store to purchase a ceiling fan. When we went to check out we found our credit card with Home D. wouldn`t go through. When calling from the store the credit dept. we found we had a unpaid balance of $60-$70 from a April purchase. I wasn`t aware of that because I didn`t receive a billing. We had a change of address that I believed I put on a statement when I mailed back to Home D. in March. I don`t use my Home D. charge very often but have had the credit card forever. My past pay report has been outstanding over the last 10-15 years with Home D. The lady advised me I owe not only the $60 I owe late charges$25 the first month,$35,second month,$40 the next month and so on. I owe more in late charges than my balance on purchases. I also don`t understand why the P. O. didn`t forward this bill because once in a while I still get forwarded mail. The lady I talked to was not flexible at all, she wasn`t helpful either. She was all business but not really helpful. She wasn`t rude or anything just if I wanted the fan I needed to pay the store $95 on my account or something like that an amount. I was getting a little up set and embarrassed with the other customers looking at my wife and I as dead beets. I told her to look at my pay record over the past 10 years and I pay every month my balance but she advised she couldn`t go back over 6 months. So after going over and over with this credit person and making no progress I told her to send me the bill at my correct address and I will pay for what I purchased but not $100 in late charges. I also advised her I will never set foot in another Home D. store and I will tell all my friends and everyone I talk to how hard it is to do business with Home D. Please also note I pay bills as I receive them like every other person does, I don`t keep track of purchases and automatically pay them if I don`t get a bill. Look at my credit score, look at my past pay record, then make a decision on cutting me off. I will pay the bill I owe, I will destroy my credit cards from Home D. and never shop there again. I will not pay all those outrages late fees however. When I receive the statement I`ll pay you what do.417-714-9162-Wayne Rambaud,615 N. Jerico St. Nixa, Mo.65714
     
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BigAl on 07/31/2013:
Your situation sucks. Others have had the same problem. That said it is your responsibility to pay your bills. Not receiving the bill is not a a valid reason for being late with payment. You even state in your post that you are not sure if you placed your change of address with Home depot. You would have a better argument had you not changed your address but even then you are still responsible for debt incurred whether notified or not.
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Home Depot Credit Card 5% Discount Matching Lowe's 5% Discount
Posted by on
Rating: 2/51
GARDEN GROVE, CALIFORNIA -- Less than a year ago an associate at a Depot had me apply for a commercial Home Depot credit card telling me that I would get 5% off my purchases. Upon being approved for the card, I was told that at the register I needed to ask for the 5% Lowe's match. When I went to use it in Orange county the stores needed to see my Lowe's card. I have a Lowe's commercial credit which I have and showed them and have ever since with not much trouble. One time at the Garden Grove store the cashier made me show the Lowe's card and my drivers license and checked the name on all three and told me that she had to make sure that I wasn't using someone else's Lowe's card in order to get the 5% discount. Today at the Garden Grove store I was told that the manager told them that the 5% discount did not apply to the Home Depot commercial credit card.

FYI: At Lowe's the 5% discount is applied automatically when the card is swiped and since it is a "Lowe's American Express" card, American Express gives 2 points for every dollar spent at Lowe's in which for every 2500 points that I cash in I get a $25 Lowe's gift card. This is an additional 2% in perks. CitiBank which issues my Home Depot Commercial card does not give any perks.
     
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trmn8r on 07/27/2013:
OK, this sounded familiar, but I also didn't understand what happened.

After some research here is what I came up with. I have a Lowes commercial card, and with it I get 5% back at Lowes.

The OP here sounded like they were trying to get the Lowes 5% discount at HD. Turns out that at least some HD stores give a 5% discount if you merely ask for "the Lowes 5% discount". Can't tell if this is a corportate policy or not. From what I found, you generally don't even have to show your Lowes card (which means you could conceivably lie about having one).

Now that I understand why HD is giving a Lowes discount, the problem here is that the manager says that can't be done if you are using a commercial HD CC for the purchase. I couldn't locate an HD page that describes the "Lowes discount", so I couldn't figure out if the manager was correct or not.

It sounds like this policy could vary from HD to HD, which isn't surprising - the 5% discount is pretty sweet. I am not surprised that one store asked for ID to verify you were not pulling a fast one. This policy is ripe for abuse.

Ron on 12/09/2013:
We were told when the associate at Home Depot offered the credit card it was 5% off all purchases. We have gotten it a few times but had to beg/question it every time. Cancelling our HD CC asap. We will go to Lowes who offers 10% for veterans and active military.
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Turned into an indictment of Home Depot Customer service
Posted by on
Rating: 1/51
NORTH FORT MYERS, FLORIDA -- This review was inspired by a poorly designed and manufactured Thomasville floor that we purchased at Home Depot and had professionally installed by Home Depot in our dining room. It turned into an indictment of Home Depot Customer service. After months of contact and runaround I felt obligated to send the letter enclosed and post it so others can be better prepare when having a problem with Home Depot.

Home Depot: 14940 N Cleveland Ave, North Fort Myers, FL

Home Depot Representative,
Although it seems Home Depot has already made a decision on this matter I felt I had to respond to the way it was handled. At first it was made to look as though the representatives from Home Depot where looking to find a cause for the problem but in time we realized they were just handing the problem off from one person to the next. Most of what had been promised regardless how small such as “Pick up touch-up pen at store from counter person” where met by a glazed look from the person at the counter that was never told. They gave us phone numbers to call and called them manufacture representatives or Home Depot managers in charge of the flooring department, or buyers for the floor department, or the best joke of all “Home Depot customer service manager” but when we thought we heard it all they told us Home depot will be sending an insurance appraiser that we later found out specializes in auto insurance. Of course we had a problem with a Thomasville floor not something normally found in a car. He did not show up for the first appointment that he set up date and time for his convenience then arrived on his second try with a preconceived conclusion as to what the problem was. His brilliant conclusion was although we had pads on each leg of each chair and pads on each leg of the table they were not new enough and that made us reasonable for the damage.

I realize I’m not an insurance appraiser with specialties in auto insurance but even I was able to determine that the material in this Thomasville floor was too soft to support furniture of any kind and that made it totally useless as a dining room floor. We know other customers left negative feedback on this floor with at least one stating it marked so easily only air furniture should be used. I’m sorry I had to wright a negative review I much rather Home Depot would have worked with the suppliers and us to come to a fair conclusion for everyone but instead they decided it was best to waste not only my time but the time of the store employees.

Two things have come from this experience, first I will drive by a Home Depot to get to a Lowes in the future and second I will post a copy of this letter on any space that will have it.
     
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ilovemyson on 07/25/2013:
You picked and purchased the flooring from Home Depot and you also used they to install the flooring, from this complaint I don't see where you are complaining about it being installed wrong or the installers being rude..The complaint is about the actual flooring which would be a complaint with the maker of the flooring..Home depot did there part fine...
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Don't Buy Countertops From Home Depot!!!!!!
Posted by on
Rating: 1/51
OKLAHOMA CITY, OKLAHOMA -- We bought $4000 worth of marble countertops from Home Depot. They sent out someone from Home Depot to measure countertops, my wife explained to them exactly what she wanted including a template from the cabinet makers. They say the measurements are wrong from the cabinet maker and say we owe an additional $1600. We paid the difference and we got put off for a month for several reasons but not limited to "the marble is on back order", "the installer cracked the marble when they cut it" and back to "the marble is on back order".

Finally we call Home Depot and tell them we need it installed its costing us money, is an eyesore and is very inconvenient! They tell us they will try to expedite the process and they switched installers.

The installer shows up, and they have cut the island marble top wrong. The installers tells my wife "yes it was cut wrong". The installer calls his boss and they tell him to bring it back and they will recut it.

Two months later and after contacting the counter top people at Home Depot, the assistant manager, the store manager, the regional manager, the associate and manager of the installer and making a complaint to the corporate headquarters we are 3 months without counter tops and still counting!!

The installer tells my wife that she signed a piece of paper saying that the measurements were right. My wife didn't sign anything, she doesn't know how to measure counter tops and on top of that its not her responsibility that's what we are paying them for! They tell her they will bring her the original top back but that's it....

I will NEVER do business with Home Depot again! They are a very shady business that does not care about their customers, has extremely bad customer service and its employees and contractors have know idea what they are doing. The employees have told both my wife and I that they will "call us back" or "get to the bottom of it" but they don't and have no intentions to. PLEASE STAY AWAY!
     
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Lack of Communication
Posted by on
Rating: 2/51
ONLINE ORDER, NEW JERSEY -- On June 13th I ordered my mother a new washing machine from Home Depot. It arrived on the 20th. My mother attempted to use it two days later, only to find that it would not agitate. She was unhappy with the product, and did not want another washer like this one. I called Home Depot and they said they would not be able to deliver a new washer for a week. I told them I wanted to cancel the order. The gentleman on the phone said that's fine we will have someone out either Tuesday or Wednesday to pick up the washer. Order was canceled, I was told I would have my money back in my account within 36 hours. Washer was picked up on Tuesday the 25th.

OK. Fast Forward two weeks. No refund has been placed in my account as of this moment. Add to this the frustration of spending literally hours on the phone trying to get this straightened out. Also, add the fact that Maytag has since attempted to deliver two more washers to my house (the first time I had to sign multiple papers and talk to an unfriendly dispatcher and this was after I was told by the very friendly Home Depot advisor that "everything was taken care of") I have spoken to at least five people all of whom have assured me the return number was generated and I would have my money within 36 hours of pick up.

Every time I called the nice operators said everything is taken care of. Well, called back Friday and was told I would have to speak to someone at the store (two weeks in I hear this). Once again, very nice lady tells me I will have my money back before Monday morning. Well, it isn't there yet. Called again was now told seven business days. I can understand mistakes but I can not understand or accept the utter confusion that seems to be going on inside this company. They have had the washer for two weeks. It was checked back into the store on the 28th, still I have no refund.
     
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Old Timer on 07/08/2013:
If they have the washer back and are still jerking you around, quickly file a charge back with your credit card company before the time limit expires to do so.
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Veterans
Posted by on
MCKINNEY, TEXAS -- DL's that show you as a veteran and DD-214's are not accepted at Home Depots, this is not isolated but true with all Home depots I have been into. this removes most vets from so called discounts. when you have a friend who does have one due to being active or medical / retired, there excuse is only on certain days. they are getting you there and not honoring this as they say. In fact a lady manager at Mckinney store is down right rude about it, hope see had fun putting up my carts that would have totaled around $1200, at least that was the cost after Lowes gave me a veterans discount whom has every time without question. many vets are already noticing this and have a boycott on the Home Depot for there actions toward vets, not just acceptance, but some of the attitudes in the process of trying to reason with them, as a vet, I and others would like to see them feel the pain of there action by putting a boycott on all Home Depots that refuse to honor what most of us have, DL and or DD-214's.

Unfortunately, rating I can not do, I think of Home Depot as awesome, but due to attitudes and responses toward me as a vet, I degrade them, they should look at Lowe's and see how they deal with everyone, they are much nicer folks and a whole lot more friendly.

Also note, you don't have to ask for help to load, no matter how busy, someone is always there to offer help, not at Home Depot, they are difficult to get to help and have attitudes about it when you do.
     
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read the policy on 03/23/2013:
f you ever have difficulty getting your discount, or if you have questions about the discount programs, please call The Home Depot’s Customer Service line at 1-800-HOME-DEPOT (1-800-466-3337), or leave a message on our Customer Service page.

Everyone at The Home Depot extends a very special thank you to all of the men and women who have served and who currently serve our country so bravely to protect our freedoms at home and abroad. The sacrifices of our active military, veterans and their families have made and make for us every day are astounding.

On Labor Day and Veterans Day especially, we wish only the best for all who have served across the country and abroad. We hope that these holidays find you safe and armed with the knowledge that we are all very proud of you in so many ways and that you have our full support in your endeavors.

At The Home Depot we are proud to honor and support their heroism everyday in a number of ways such as employment programs for all military and their families, discounts, supporting a system of military focused non-profits and more.

The Home Depot Veterans Discount Program*

(Updated)
The Home Depot offers a year-round, 10 percent discount, up to a $500 maximum, at our U.S. stores to all active duty military personnel, reservists, retired or disabled veterans and their immediate families. We offer this discount to thank them for their outstanding service to this nation and to help make their homes more comfortable and safe. Customers requesting the discount should present a valid military ID.

In addition, a 10 percent discount is also offered in recognition of Memorial Day, Fourth of July, Labor Day and Veterans Day at all U.S. Home Depot stores for all other military veterans.
yoke on 03/24/2013:
My family and I have never had an issue getting a discount at HD. They do require a government issued ID.
trmn8r on 03/24/2013:
The HD clearly states what they expect you to present: "We do ask to see one of the following forms of identification to verify military status: Common Access Card (CAC), Veterans Identification Card (VIC – Must state “Service Connected” for the everyday discount) or Uniformed Services ID Card (Tan, Red or Blue)."

My memory is a DD-214 is the departure form, so neither that or a DL seems to meet the criteria.
masterclay on 03/26/2013:
A1, its a fact, most of us who served only got a DD-214, this with a DL will get a discount at Lowes every time, they do have respect for the veterans. My opinion is that Home Depot is exactly what is said of them, rude and do not accept DD-214 w/DL's, only military ID, only ones that have them are active, retired, or medical. otherwise it is a DD214 only. if you discount veterans then DD214's are what we have for our proof, along w/DL to prove it is us should be enough, and it is almost anywhere except for Home Depot. Sorry, but Lowes will have my business from now on. if you use them and they take yours, you are regular and friends w/someone. DD214's are the officail discharge papers and with an DL should be accepted.
Ardent on 06/13/2013:
Here in Tulsa, I'm seeing similar results. Lowe's gives the 10% discount every day to Vets and Active/Reserve/Retired with no problem. Oklahoma D.L. will show Veteran if you bring your DD214 when renewing or can have it added for $10 anytime at the tag agent. Home Depot varies a lot from store to store. Some treat the same as Lowe's, other are strictly Active/Res/Retired only except for specific holiday weekends. On a related customer service issue, both give a 5% discount when using their credit card. However Lowe's POS system deducts it automatically when you swipe the card, while at HD you have to specifically ask for it, then they scan a barcode near the register. This really shows a difference in attitude to me.
Louis Fisher on 06/13/2013:
I have live in the Portland Or area and have not had a problem getting the discount with my stamped Veteran DL at the Beaverton Home Depot stores, the only one that gives me a hard time is the Hillsboro store. They will only accept the "Common Access Card (CAC), Veterans Identification Card (VIC – Must state “Service Connected” for the everyday discount) or Uniformed Services ID Card (Tan, Red or Blue)."
I like that Home Depot store but will not purchase from them anymore. I am a veteran and served my country the same as the military personnel who have the CAC, VIC and Uniformed Services cards. We are no less Veterans than they are and I don't understand why HD won't recognize us as Veterans. Why can they pick and choose which Veterans they will honor the discount to??

JR on 07/21/2013:
The Gainsville TX Home Depot is very inconsistent and one day as a Vietnam Vereran I get a discount and the Farm and Ranch tax exclusion. The next day I am told that I have to pick one of the two. Now it is "I'm sorry they are cracking down on Veterans discounts so I can't give you one". It is hard to get help loading in Gainsville too. It has never been a well run store. Very sad.
SH on 07/24/2013:
Here in Georgetown, Tx is no different, rude and humiliating. My 8 years active with honorable discharge must count for something. HD may think their policy will profit them
Jim on 08/04/2013:
I served 22 years and got paid to do it. They don't owe us anything for doing our job. Everybody wants something fo nothing these days. I think its unethical to get discounts for having been a government employee.Firemen and policemen don't get discounts and they risk their lives every day too.
Sarah on 08/15/2013:
Home Depot honored my AmVets card and DL last week for Round Up and a couple bags of cement NO PROBLEM. Lowe's deny my AmVets card and DL - so I left about $500 in the cart at the self serve as no full cashier service was available at this Lowe's in North Attleboro, MA.
I had just spoken to two guys from roofing about 55 bundles of shingles and delivery. I had planned to check out with paint and wiring items only with my discount and put in a special order of $2,050.00 worth of roofing shingles without any intention of asking for a discount on these as they were already discounted for all.
RESULT.....Possible sale ($ 2,550.00- $50 discount= $2,500.00) Actual sale NO SALE $0 and dishonored two veterans. The real irony in all this is -the material I was going to get was for a house I own in Lakeville that I rent at a discount for another veteran and his family as they lost their house last year. No more Lowe's for this vet!
Gary on 08/18/2013:
Same situation in Lenoir City,tn.Had my dd214 and went to check out last week.Cashier got plum rude and nasty as if she couldn
J W on 08/22/2013:
The Home Depot discount is disingenuous at best, misleading at worst. It was formerly advertised as a veterans discount, no longer. DEFINITION: under Federal Law a VETERAN is any person, who served honorably on active duty in the armed forces of the United States. They only offer veteran discounts on said holidays, memorial day, labor day, 4th of July, etc. The everyday discount is for active duty, retired, family etc, as listed above. Most people think of veterans as combat veterans, many people retire after 20 years, never see combat, and qualify. Some get injured, medically discharged before completing basic training, and qualify. Many serve 3 - 6 years, spend half in combat, do not qualify. I'm not looking for any special treatment, it was my choice. My question is this, do they do it to actually honor the service members? If so, apply the discount to all veterans or solely the current active duty members. Is it to honor the service members or to draw more business in by misleading the public that they support veterans everyday. It's in the details.
Ben A on 09/09/2013:
In the Southfield/Farmington Hills, MI area, the Home Depot I go to gives a 10% discount to all vets with an ID (incl the pink ID) with no question. The Lowes used to do so, but now only offer discounts to active duty, retired, and disabled. I now go to Home Depot for purchases over $5-$10. Lowes has missed out on thousands of $ of my money since they tightened their requiremens
Craig on 11/10/2013:
JW is dead- this is an email I sent Home Depot today:

I was in your St. Lucie West store on Friday and had a pretty interesting interaction with one of your employees. I had approached to pay for a $5 product and inquired about the Veterans Day weekend and if it starts on that day or just for Monday. She stated that no one tells her anything, but asked for my ID.

When she looked at it she noticed that it was expired. I explained it's because I'm a veteran and a but too old to be in the service any longer. She went through the HD policy, and when I explained that Lowe's goes the discount year round, she stated that "Lowe's is doing it wrong." I found that funny because I stated that may be Home Depot os doing it wrong - she then asked me if a store like Wal-Mart gives it year round, I stated no, but plenty do, and there is a substantial list of these establishments online.

She explained that unless I was "...retired or had a service connected injury that..." She stopped there knowing she was about to stick her foot in her mouth. I said, "So if I sat behind a desk for 20-years and just pushed paper for the mission, I was more of a legitimate vet that if I did six months in combat and managed not to get a scratch, but then received an honorable discharge?"

She gave me the $0.50 discount. I am a bit shocked that this is what your company is instilling into your employees. That there are two different types of veterans - survive behind a desk or get a purple heart and you'll get a discount, do two-years and get sent into combat zones for a total of 6-12 months without getting injured, and we'll treat you differently. "

I'll continue to give Lowe's my business.
Craig on 11/10/2013:
Ben - You have it backwards - you need to look at Lowe's policy and then Home Depot. Home Depot clearly states that unless you are Active, retired, or have a VA Card with "Service Connected" on it, you are only entitled to discounts on Memorial Day, Independence ay, and Veterans Day. For this reason I have spent tens of thousands at Lowe's, most recently having them install a brand new front door and shuttered my entire house. Home Depot offered me Zilch!
Harry on 11/10/2013:
Jim, you're a better man than most. A company is will to offer a discount in order to get a significant demographic into their store and pay for goods - that's called CAPITALISM! You know, the economy that is part of the Republic which we chose to defend - and they want to compete for that customer because that customer lives in a FREE country that we chose to defend, then by all means why not discuss it since we can due to the US CONSTITUTION that we chose to defend?
DavenOhio on 12/04/2013:
Just had the same problem at Home Depot, sent and email to HD.

Here is my email, their reply and then my reply.

I am writing to let you know how dissatisfied I am after visiting your Winford Ave store in Hamilton Ohio.
This dissatisfaction is because of my check out experience, the cashier was Joyce JEC0977.
Currently I am remodeling my kitchen and bath on our main home and in the process of restoring a historic home in the German Village Historic District in Hamilton.
In all the visits I have made to HD or Lowe’s I have received my veterans discount for my service. Today I was told that my service was not good enough, the discount is only for certain veterans of whom I am not one of them.
Not sure why my service is less important than another veteran but if you want to discriminate against a certain class of veterans that is your companies choice. However, that does not mean I have to accept it or continue to do business with HD.
Today, I get HD’s policy stated to me and the fact that I am just a regular veteran is not good enough.
I have to be disabled, retired or former POW. So because I did not get shot or step on a land mine, and decided that 20 or 30 years in the military is not a career choice for me I cannot get a discount.
There are many veterans that survived combat missions without injury or capture, retirees that never saw a day of combat. Many veterans just wanted to serve their nation, they had no choice on deployment or the jobs they did. Instead, many served in support roles for combat missions. They loaded bombs and missiles onto planes, handled communications in combat information centers, researched intelligence for the latest information for troops, ships and planes in harm’s way.
So there service does not mean anything to Home Depot?
When I questioned the cashier why I could no longer get the discount I have always gotten I get policy. I will admit I was upset, civil but upset.
I do not think that telling me “go step on land mine if you want a discount, I do not make the policy” was necessary. Yes I did say “so if I stepped on a mine I can get a discount but because I did not I cannot get a discount” I have been going to your stores and enjoyed it, not because of the discount I get that at Lowe’s. Your stores are closer to my homes, Menards’s is closer but I passed it by for HD. Not anymore, if you are going to discriminate against veterans I want nothing to do with HD.
They are going to love this story at American Legion and the VFW. I hope everyone passes it on.

Their Reply

Subject: The Home Depot: Store Customer Service/Customer Care reference number is 52705997 (KMM24560392V5792L0KM)
>
> Dear Mr. XXXXXX,
>
> The Home Depot is dedicated to supporting and honoring our men and women
> in uniform through our business practices, recruitment efforts and
> corporate contributions. We are happy to offer a discount to thank our
> nation?s heroes for their outstanding service and to help make their
> homes more comfortable and safe.
>
> We are terribly sorry if the terms of the policy do not permit all to
> partake in the discount year-round. We certainly do not mean for the
> policy to cause any inconvenience and it is only meant to serve as a
> thank you. The Home Depot appreciates your business and we value your
> comments. We hope that you will continue to write us with your feedback,
> which allows us to improve the customer experience.
>
> The ?Every Day? 10% Military Discount Policy is as follows:
>
> - Military personnel and their immediate family members, who present the
> following valid military ID?s, are eligible for the ?Every Day? 10%
> Military Discount.
>
> -Common Access Card (CAC) - Issued as standard identification for
> active-duty military personnel
>
> -Veteran?s Identification Card (VIC) - Must state ?Service
> Connected? for disabled veterans
>
> -Uniformed Services ID Card- Identifies members of the Armed Forces
> or dependent's such as a child/spouse
> Tan - Dependent of active duty member, retiree, or disabled
> veteran
> Red/Pink - Retired reservist and reservist dependent
> Blue - Retiree or disabled veteran - this can include
> civilians who retired from working on a Military Base
>
> Terms and Conditions:
>
> -You must ask for the Military Discount at the time of purchase and
> it does not apply to previous purchases.
> -The discount is available on in-stock, special order merchandise and
> online purchases. ($500 maximum)
> -This discount cannot be applied with any other discount, promotion,
> coupon or tax exemptions.
> -This discount is not available for Installation Services or for
> deliveries from the store or the service provider.
> -PRO customers cannot apply this discount to their business
> transactions or pay with their business accounts.
>
> **If you qualify for the ?Every Day? Military Discount, please feel free
> to provide a copy of this email to the corresponding store. If the
> store has any further questions they may contact Customer Care
> directly.**
>
> The ?Holiday? 10% Military Discount Policy is as follows:
>
> - On Memorial Day, Fourth of July and Veterans' Day our 10% Military
> Discount is honored for ALL Military personnel and their immediate
> family members. Please present ANY valid Military ID and be sure to ask
> for the discount at the time of purchase.
>
>
> Sincerely,
>
> The Home Depot-Customer Care
> 2455 Paces Ferry Rd.
> Atlanta, GA. 30339
> 1-800-553-3199
> thdCustomerCare@homedepot.com
> If you would like to utilize the Military discount online, please
> contact our Online Customer Service team at 1-800-430-3376. Their hours
> of operation are Monday ? Saturday, 6 am - 12 am EST. and 7 am - 11 pm
> Sunday.

My reply
Thank you for quoting policy to me again. I heard that yesterday.

Although that is policy does not mean I have to agree with it, I do not.

It obvious Home Depot is missing the point altogether, you are trying to be politically correct by offering a discount to veterans. You limit access to the discount for the sake of profit and not because you really care.

Look at your policy, it gives discounts to civilians that have retired from a base, children of active duty service members along with the service member. (Please note that they are not veterans, yet) A veteran may have served four tours of duty in Iraq or Afghanistan surviving numerous fire fights, watching their buddies wounded or dying and they can’t get a discount, but the gardener that worked 20 years at a base can. How is that honoring a veteran?

This policy is designed to give discounts to a very limited number of people. This policy is only to create the perception to the general public that your honor veterans, knowing that the general population will only see the 10% discount to veterans and say Wow! Look what Home Depot does for veterans and not realizing the majority of veterans will never get it.

I was speaking to a veteran at Great Clips on veterans day, (free haircuts to any veteran, no ID required) he was drafted into WW II, landed on D-Day and fought his way into Germany. After the war he stayed in the reserves, he was called back to active duty to fight in the Korean war, but he is not eligible under your policy. He is more deserving than me, any retired civilians or the dependents of any active duty soldier, sailor or airman.

This discriminatory policy appears to be well known, there are web sites about it and even a face book page about it, veterans are catching on to what Home Depot is doing. You are losing my business, I know you couldn't care less but this policy will come back to haunt Home Depot.

I think the most disturbing thing is your failure to even mention the disparaging remark made by your cashier about "stepping on land mine if I wanted a discount". If she did not want to deal with me or my questions she should have called a manager. Would she give the 10% discount to a disabled veteran that has lost a leg to a mine or IED and then ask “what do you need an extension ladder for?”.

When I was in the service we worked as a team to accomplish a mission. Your job did not matter nor did your location, every job was a part of a bigger picture leading to one thing, accomplishing the mission.

Home Depot has belittled me and every single member of the armed forces that is serving, has served or will serve in the future. Home Depot has created a policy that discriminates against the vast majority of armed forces veterans regardless of their branch of service, their vocation or their place of deployment.

Shame on Home Depot.

brutus on 12/08/2013:
Bravo, well spoken and this vet concers with your statement. Nobody oiwes vets anything, but hd is discriminating vets. Either a vets a vet, or were all nothing....
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Home Depot Furnace Bait and Switch
Posted by on
Rating: 1/51
NATIONAL, ILLINOIS -- In November I called the advertised number, 855-295-3767, for Home Depot furnace installation after seeing an in-store sign for a 65k btu furnace for $1900 installed. I gave the phone representative my information and she said a local HVAC company would call within a few days to schedule an estimate. After more than 2 weeks with no call I call Home Depot. They blamed the local co. and said they would get them right out. Another week passed.

Finally I called the local co. and set up a time. They came and measured and said H. D. would get me an estimate in a few days. Another week went by. I called Tina at H. D. once again, she said she had the est. and would get right back with me. 3 weeks later--no estimate. I called H. D. and spoke with Tina's manager, Lynn, told her the story and she said she would investigate. 5 hours later she called and said she had my estimate--$2744...almost $1000 more than the advertised price for the exact same furnace. I asked why they didn't give me the price shown at the store and her only reply was that that price was the "starting at" price. She had no idea why mine was so much higher. Nor did she seem to care that it took 2 months just to get me an estimate.

All in all, a horrible experience with Home Depot...and more so, the company they hire to set up furnace installs.

I will also be contacting other consumer protection agencies.

Update--Sure I understand all installs are different and that an estimate is needed, but my case couldn't be any simpler unless it was on ground level. They have to take it down one set of stairs and replace it with the exact same size set up. No new ductwork, no gas lines to run...remove the old, install the new. It seems excessive to think the additional $1000 is for taking it up/down one flight of stairs to a finished basement.

In any case, thanks for your comments
     
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User Replies:
CUontheFlipSide on 01/03/2013:
You say that they told you that they would do an estimate. So you knew from the get-go that it wasn't likely to be $1,900, so I don't see how that is deceptive.

Every installation is different. I just had my own furnace replaced and was pretty surprised in what was involved. They can't know what to expect until they see what they have to do, and that's what the estimate is for.

Beyond taking so long for the estimate, I don't see that they did much wrong here. And even at that, you'd have to admit that this is their peak season and they're probably pretty busy.
trmn8r on 01/03/2013:
Someone should be able to explain why the estimate was what it was, and HD shouldn't be surprised when the (potential) customer asks.
BigAl on 01/03/2013:
There is no way that a final price can be included in a furnace install at the time of purchase. That is why the employee said the price starts at $1900. I would assume the price in the store was stated this way although it may have been in smaller print. There are just too many variables in installs in different homes.
ok4now on 01/03/2013:
Home Depot lured you in with a cheap price. This price was a starting estimate due to variables. They use subcontractors for the install so now the price changes again. This is not bait & switch. This is what you get from a box store who is now the middle man trying to make a fast profit.

At Your Service on 01/03/2013:
It is true that there are variables to consider when purchasing a furnace. There's no way that you can purchase something of this nature with a one size fits all mentality. Consider the difference between a small cottage style home compared to that of a mansion.
clutzycook on 01/03/2013:
Sounds a lot like tire stores. A particular style of tire starts at $40, but has anyone ever seen a car that is able to take that $40 tire?
murphy1925 on 01/03/2013:
Sure I understand all installs are different and that an estimate is needed, but my case couldn't be any simpler unless it was on ground level. They have to take it down one set of stairs and replace it with the exact same size set up. No new ductwork, no gas lines to run...remove the old, install the new. It seems excessive to think the additional $1000 is for taking it up/down one flight of stairs to a finished basement.
In any case, thanks for your comments
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