Home Depot Complaint - Misinformation By Management
FREDERICKSBURG, VIRGINIA -- I recently purchased nine ceiling fans at Home Depot for over $1100. They had a rebate going on that should have resulted in a return of $285. I read the form and it indicated they had to be individually purchased. These were a special order and the lady at the customer service desk assured me this was not the case and she could put them all on the same ticket. It was clearly easier for her to fill out one form instead of nine. After paying for the fans, I went back to the customer service desk and spoke with a different individual, again getting told it was okay the way it was done and I would get the full rebate amount of $285. Still unconvinced, I asked later that evening when I was in again. Each time I had a friend with me and recieved the same answer.
Still not comfortable, I contacted the rebate center when they opened on 11 Oct 05 to verify this. I was told the local Home Depot was correct and that all I had to do was provide nine seperate rebate forms. I pushed the issue of the statement requiring seperate reciepts and was told it was not a problem. This call was placed on the speaker phone in my office and two other office partners listened to the call. It sounded easy.
After the fans were delivered (these were special orders), I was preparing the rebate forms and called to find out if I needed to send nine copies of the reciept. This time I was told "no" because all I was eligible for was $100 since they were all on one reciept. At this point I was puzzled and called the store manager at the Fredericksburg VA store. He was unaware of the requirement to have seperate reciepts and assured me he would take care of it for me when I returned from my business trip on the 26 Oct (the day the rebate had to be postmarked). On the 25th I called him and found out his "solution" was to call and verify the requirement with the rebate center and tell me that I was out of luck.
I then called customer service, who told me they would not override the store manager and that he said I should have known the requirement. When I pointed out it was THIER people who did not know the requirement, to include the store manager (who did not know what the form stated until I told him). They agreed to take the ceiling fans back without charging me the almost $160 restocking fee.
I am taking them back today. We will see. When you consider all I was asking them to make good on the $185 difference in order to keep a longtime customer, for the now $15 difference you would think they would jump at the chance. Instead, they where rude and took the "I don't care" attitude.
This all follows a long difficult process of buying and having them deliver a washer and dryer two weeks earlier. Another long story, but at one point their delivery service was trying to dictate the day I would take off work, even though they had delivery times available the days I was off work.
As a military member, I have reported all this to the JAG offices at Quantico, Belvior, and Bolling. I recommend people use the Lowes in Central Park. There is obviously a reason it is one of the top stores in the Lowes Company.
Home Depot's Senior VP for Operations is a Naval Academy grad and I would think he would be appalled at the service they provide, but I guess it should not surprise an AF guy like me.
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