Home Depot Compliment - First Class Service - Glacier Bay kitchen faucet problem
ELDERSBURG, MARYLAND -- I purchased a Glacier Bay high arch brushed nickel kitchen faucet in 2007 from HD along with a new sink, disposal, and new counter tops for my kitchen. Their installer was impeccable I might add. So 4 years later, actually last year, the faucet started leaking around the base of the spout - where it swivels. I'm not much of a plumber but researched the issue on the Internet and found out the brand is not well-liked by the plumbing trade and consumers have issues with them too. I discovered on the 'net how to unscrew the collar at the base of the spout and pull the spout up and out to get at the o-rings that needed to be replaced. I tried calling my local HD store but could not seem to get anyone that knew how to help me (OK, that's not a compliment). So I grabbed the old spout with worn out o-rings attached, and headed up to my local HD in Eldersburg MD. In the store I went back and found (1) a small box of replacement o-rings that appeared to be the same size, and (2) the exact same Glacier Bay faucet still being sold there for $88. Printed on the faucet box it still has "Limited Lifetime Warranty". So I took the box up to the Service Desk.
The Service Rep greeted me and asked how she could help. I showed her the new faucet box, explained the purchase I made in 2007 from that store and asked how the Glacier Bay "Limited Lifetime Warranty" is applied. She looked at my old spout, at the new faucet box and asked if I was sure it was the exact same. "Yes". She said, "Well then we'll just have to replace the bad part." I showed her that the old spout still had the collar on it that I had marred in trying to break it loose to unscrew it. That was my fault I explained and did not expect that to be replaced but could I buy a replacement. No problem she said, they would replace that as well since I damaged it when removing the failed spout.
Minutes later I left with new spout (with o-rings attached) and I still bought the box of replacement o-rings just in case. THAT was first class service. She did not ask for my receipt from the original sale, which I actually did not have with me but could have gotten with an extra trip back to the house. I do a lot of business at that store so she probably recognized me.
With service like that, I cannot think of a good reason to NOT keep buying my home improvement materials there.