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Home Depot - Failed Organization
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Jul 3, 2008 Home Depot complaint |
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Home Depot was a well run organization when it first hit the scene. It has now become another large company that has forgotten about the customer. It's recent attempts to change it's philosophy continue to fail. This past year alone I have several stories of not having any aisle assistance, but today will by last trip to any home depot. I dedicated today to cleaning up the yard which included taking two dead trees back to the Bellingham MA Home Depot. I literally pulled them up from the ground and brought them back in buckets. The return cashier stated she could not take them back without receipt as they were live products. I understood the need for the receipt, however the trees still had the original brand new looking SKU ticket and tags on the trees. The customer service rep just thought it nothing for me to go get the receipt and come back. She musn't be watching the news or the gas price situation. Eventually she offered to search by sku number and by my credits cards and could not identify the product by either. This was suprising as I have bought literally dozens of trees on these cards in the past year. I asked for the store manager as I hoped someone would understand the common sense of having the new sales tags on the trees corresponding to new purchases, and the fact they couldn't find the sku or my card a problem with their system. The Supervisor proxy sent was equally as unsympathetic to my plight, so I departed with a polite thank you. When I arrived home, I called Home Depot customer service. At first I couldn't understand the gentleman who answered. When I explained my issue, he asked how I could resolve the issue. I stated that it was not a money issue but at the store I had bit my tongue not to embarrass anyone by explaining why Lowes was now going to be my only superstore provider going forward, and that I wanted to know why with all the common sense evidence my trees would not be accepted as a return. The customer service rep said he would get the store manager on the phone with me to discuss. As suspected, I knew this was just the standard BS, as the store management solidfied the HD customer service LACK of commitment and care. The call ended with the service rep reading me a couple of rules about returns, all of which ignored the common sense of some guy working in his yard looking to quickly return two plants that had attached documentation never removed from the tree. This was my very last trip to Home Depot in either personal or professional capacity. I have instructed my employees to use any other sources as the potential time involvement in problem resolution will be costlier than any gas price will dictate. The people just don't get it.
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1. Written by Somebody, on 06-07-2008 23:39
It sounds like you failed to stay organized and keep your receipt. Why so hot headed over this? If you shop there you play the game, that is all of their signs tell you to keep your receipt....why not do it? It's their rules not yours. Welcome to the new world of shopping.
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2. Written by yep, on 06-07-2008 23:26
They cannot look up anything after 90 days, so even if it was on that card it would no longer be in the system. Menards does keep receipt info for a long time, however home depot does not. The sku may not have been in the computer b/c products change, especially garden products. They couldn't have done a no receipt return as they didn;t have a price to go off of nor the exact stock to exchange it, which is what they need in order to complete the return.
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3. Written by HomeDumpedOn, on 04-07-2008 16:20
As much as I agree that Home Depot is not the same company it was many years ago I have to agree with them on a no receipt return or exchange.But don't most stores at least give a store credit for a return without a receipt.
But,since that particular sku was no longer in the system how do they know how much credit to give you for it.One thing I noticed about Home Depot over the years is that they get a lot of odd lots of merchandise or use different suppliers..And that tree might have been an odd lot,a onetime deal.
You would think corporate headquarters should've been able to find that sku if not that store.As much as hassle free returns help the customer I'm sure there is much abuse by customers with a liberal return policy.Find a credit card bill,that might help them find the transaction.
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