Home Depot - Miamisburg OH Complaint - Home Depot - Fraud on Return Policy & Service
MIAMISBURG, OHIO -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I purchased a $400 Pressure washer on 7/4/04. On the second use, the pressure washer malfunctioned losing pressure. I returned to the store with receipt on same day, 8/21/04. Was told I could not get exchange or refund; the item must be sent to service. Charges may be incurred. I explained it must be warranty, only 6 weeks old and used once before. I received call today that repaired washer was back and charges were $42. I called store manager and stated that charges should be covered by warranty and why wasn't I able to get exchange or refund in first place, since website clearly states in-store return policy was 90 days w/receipt. I was told that he would have to read policy and return my call. He called me back a few minutes later and told me it was 30 days on power tools (stated no where in return policy). He stated I must pay for the $42 service. I called Home Depot Customer Care line (1-800-553-3199). I spoke with three different people, the third being a supervisor who I had to insist I would stay on the line unless I was able to speak to him. All three insisted that the store manager was telling them the pressure washer also had a broken wheel when it was brought in. (How did I wheel it in the store then? Nothing was wrong with wheel at time of drop-off). The store manager also states the pump kit was replaced and is not covered by warranty. Customer care states they must abide by store manager's decision.I checked with the manufacturer warranty, the manufacturer themselves, an authorized service center, and finally Home Depot's local service center depot where the service was done. They are checking into it and will let me know what repairs were done tomorrow morning. Their own service center verified that it sounded as if should have been under warranty however and the wheel could have been damaged in transport to them.
I have never been treated like this by a retail organization. This company needs some definite action taken against it, especially evident by the amount of complaints I see on the web about them.
As a resolution, I would like the following:
After insulting me and wasting my entire afternoon, losing one week of time using my new pressure washer, damaging my pressure washer and then stating I neglected it and must pay for repairs, I want a full refund for the pressure washer purchase credited to my credit card and I will never, never deal with Home Depot again.
To protect the innocent consumers that shop there unknowingly in the future, I want action taken against Home Depot so that they must stand by their return policy or clearly spell out what other merchandise does not fall under the 90 day exchange/refund period.
I want the Store Manager of the Miamisburg, OH store given a written warning in his personnel file and any other disciplinary action they see fit.
I want their repair policy to clearly state the condition the item was returned to them to protect the consumer from being accused of neglect or breaking the product and thus being charged for out of warranty service.
Please contact me if you need more details regarding this incident.