Home Depot - Store Credit, in Store & Online Customer Service, ADA Access
KINGMAN -- On 3/17/13, I returned some plants to the Kingman, AZ Home Depot store. The refund was issued as FOUR OLD “STORE CREDIT” cards (no pin). At the time of the issuance, I was not aware there was more than one type of “store credit” card. I attempted to make a purchase online using the “store credit” cards and a manufacturer’s coupon. I attempted FIFTEEN times and continually got the same error message “there is something wrong with this order”.
I finally called customer service and spoke with David who also had the same problem. He even called the store and the store told him they are the ones who told David that I had been issued the OLD TYPE of “store credit” cards and I would need to return to the store and get a new type card. I returned to the store on 3/18/13 and a customer service representative exchanged the FOUR old “store credit” cards and combined them into ONE NEW “store credit” card with a pin number. The CS representative, then proceeded to place my order (0000000), then she said she had to call another number to get my manufacturer’s coupon applied. She was left holding for 20 minutes and became extremely busy answering the phones, helping other customers and cashiers who needed her assistance.
All of this happened AFTER I was at the counter. She then told me it would be another 45 minutes of her holding (I heard her tell the person at the 800# that I could wait no longer and she hung up)…. Then the CS representative told me, I could come back when they were not so busy or I could call myself from home. I opted to call from home because I am disabled and was sitting in a riding cart because someone had permanently removed the lower counters & chairs in the store, no longer making the customer service counter handicap accessible!
At approximately 5:30 pm, I called the number to get the discount applied. I advised the online representative that I needed to get the manufacturers coupon applied to my order and my address was missing the N/S/E/W direction. She wound up cancelling my original order and trying to redo the order with the correct information. Jeanette also called the store to see if they could help her, the store said they could not. When my order was cancelled, it deducted the amount of the purchase from my “store credit” and the transaction could not be processed. I got off the phone with Jeanette at 7 PM. Yet I had received an email stating no funds were charged to my form of payment. Jeanette tried again to place the order, but it could not be done as the funds had not yet been returned to my “store credit” card.
I was told by the online representative the funds should be back on the card on 3/21/13.
I checked on 3/21/13, the funds were returned and I called and placed my order (Conf # 00000000) again, finally without a hitch.
I have spent three days and six hours on the phone trying to place this order. I have been offered a $20 e-certificate and a $10 store certificate from Coral (via Jeanette’s conversation with her on the phone) but have not yet received or picked up either.
I feel The Home Depot has some serious issues to address:
1) Stop issuing the OLD “store credit” cards without pin numbers
2) Help customers COMPLETELY through a transaction and not take one another customer until you are done with one.
3) Credit back immediately to “store credit” cards once a purchase is cancelled.
4) More help is needed in store when Customer Service counter gets overloaded.
5) Return a portion of the Customer Service counter in the store to be handicap accessible. You have parking, riding carts and bathrooms that are handicap accessible, why not a customer service counter?
I would like to have a response to this letter….specifically to the five concerns.
On 3/22/13, I received the following e-mail:
I am emailing you in regards to the experience that you had in the Home Depot store. I am terribly sorry for this inconvenience.
I have reached out to the management team of the Kingman Home Depot
store and they will contact you in 24-48 hours to further assist with
this matter. I will follow up with you no later than March 28 to confirm that you have been assisted by the store.
Your Home Depot Reference number is 0000000.
Again, please accept our apologies for the inconvenience this has
On 3/23/13, I received a phone call from the Kingman Home Depot store apologizing for the things that happened in the store and advising me:
1) the OLD "store credit" cards have been removed
2) staff has been advised to call for more CS people to help when it gets too busy and the CS counter is in the process of being revamped to be handicap accessible. I was also offered a "discount" at my next in store purchase.