Re: HomeDepot.com BUYER BEWARE!
- From: "Will" <waller.william@xxxxxxxxx>
- Date: 1 Jul 2006 13:17:35 -0700
Take the time to look over their web-site, find a V.P. level employee,
it doesn't matter which one, and send them a written copy of this post,
or something close to it, via snail mail. You will get a response.
It would not take much management effort to change the recordings from
"you-may-wait-for- an-hour" to "we are busy try us at 10 p.m."... but
the notion of offering an actionable response at every customer contact
point apparently hasn't reached the corner offices.
Claudia wrote:
On June 4, 2006, I went on line and ordered a sink and faucet from Home
Depot.com. I then immediately called my contractor (we are remodeling)
and he said this was a mistake, he had already ordered our sink.
Within minutes, also on June 4, I canceled the order. First, I
attempted to cancel the order on line, but found that the website did
not permit a cancellation. I called customer service, and after being
routed to numerous departments and being on hold for over an hour, I
finally reached a person who said he could help. He said he would
cancel the order, and there was nothing more I needed to do. He told
me my credit card would not be charged and the sink would not be
shipped. His name was Travis, and said he was a supervisor.
We have not received the sink, and do not expect to receive it.
When we received the statement from Master Card, we realized that we
had been charged for the sink although the order was canceled.
I called Home Depot on June 28, to try to deal with this, and was on
hold for a half an hour with no assistance. Finally I had to attend to
other business and gave up.
On June 29, I again called Home Depot. The first person I spoke with
said she would route me to "returns" and they would be with me in a
moment. In fact, the recording at "returns" said that "due to
high call volume" my wait could be an hour. I hung up and called
again. This time I reached "Amanda" who would say only that she
was in the "Southeastern United States," and told her my situation,
and that I needed to talk to a supervisor or someone who could help me
more quickly than an hour. She said that Home Depot is "working on
their return problems, and trying to get more agents who can handle
this issue, but that "no supervisors are available," and
"returns" is the only department that can help and the wait is very
long. She said she could route me to the complaint department and they
would answer immediately. I agreed to that, but the complaint
department was closed.
On June 30 I called again, and first reached Sophia in Tampa, Fla., who
told me that though the order was shipped June 12, she could find no
tracking information for my purchase anywhere in the system, and she
could see from her review of the system that it had not been delivered.
She also said that if it had in fact been shipped to me, I would
already have received it. She said the computer showed that the order
was canceled on June 4. She then routed me to the department that
could "issue a credit to my credit card."
I waited on hold for 20 minutes and got Aisha on the line. She
acknowledged that the system reflected that I had never been contacted
by the carrier to arrange delivery. She said that in order to issue me
a credit, she would have to "put a tracer" on the item, and that
would take 8-10 days. She refused to issue a credit, even though I had
never received the item and I had canceled the order over a week prior
to its supposed shipment.
I am disputing this bogus charge.
Randall Gephart
.
- References:
- HomeDepot.com BUYER BEWARE!
- From: Claudia
- HomeDepot.com BUYER BEWARE!
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