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We signed up for a Home Depot credit card on July 26, 2020 in order to purchase an air purifier online. We had several options for this purchase, but specifically chose Home Depot because of an offer on the Home Depot webpage of a $50 credit off the purchase for opening a new card.

We immediately had several issues opening the account due to problems with the Home Depot website, which required several telephone communications to complete the card and the purchase. These problems continued to occur, preventing us from paying off the balance immediately, as had been our intention. The problems included Home Depot's inability to provide access for payment due to our lack of a card security code. One representative provided us a temporary code, but when that failed another representative told us we would have to await delivery in the mail of our actual card.

During each of these communications we asked when we would receive the $50 discount we had been promised, since we did not wish to pay more than we actually owed, and the promised discount was not being reflected on our purchase statement. We were given various assurances, ranging from the discount being provided upon initial payment, to the discount not being available for two to three billing cycles. While this did not address our immediate concern of paying more than we owed, representatives for Home Depot never at any time disputed the amount of the promised discount, which was indisputably and by their own confirmation $50. When we went to pick up the purifier, we were unable to access curbside service because the local store's WIFI was down, and had to enter the store during the height of the Texas Covid-19 resurgence.

Today (Aug.

31, 2020), in the course of yet another problem regarding this same account, we were told that we would only be getting a $25 discount, and that the $50 credit only applied to purchases of $300 or more, as reflected in the current ad. This is the first time any representative for Home Depot had ever disputed the original $50 offer. We pointed out that the current ad was entirely different from the one we had relied upon in our initial applications, that the ad we responded to did not include a minimum purchase, and that every one of their representatives we had spoken to in previous conversations had confirmed and promised delivery of the original $50 offer. The Home Depot customer service representatives we spoke to today insisted that the offer was only good for $25 off our $244.28 purchase and refused to honor their original offer.

We told them that we would happily rely on the records of the previous conversations we had with their representatives and asked them why they would not be equally willing to rely on their own records. In response, we were told that it did not matter what those other company representatives may have confirmed or promised, and that they would only honor the terms of the current ad, rather than the offer made at the time of our purchase. We spoke to several company representatives during the course of what was more than an hour long phone call. All of them gave us the same story.

They ignored our requests to examine their own records and recorded conversations, said they would not be held liable to any previous statements made by their own company representatives, and refused to offer more than the $25 credit offer currently online. We told them that in our opinion this represented a classic bait-and-switch, and was the very essence of a deceptive trade practice. This is less about the money for us than it is about the principle involved. We were promised a specific discount -- $50 -- for opening a credit card.

We chose to purchase from Home Depot rather than some other retailer based entirely upon this specific offer. We subsequently endured countless problems with the account itself, and are now being denied half the amount of the promised discount. That is the essence of our complaint, which I just sent off to the consumer division of the office of the Tx AG.

Addendum: Contacted by Pissedconsumer asking if Home Depot had contacted us or made any attempt to resolve this issue.

The answer as of Oct. 1, 2020 is an emphatic no.

User's recommendation: Do not rely on any promises from this company.

Product or Service Mentioned: Home Depot Credit Card.

Monetary Loss: $25.

Preferred solution: Deliver product or service ordered.

Home Depot Pros: Good selection of products.

Home Depot Cons: Terrible customer service, Refusal to provide promised credit card discount, Horrible online account access.

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Michael - Wondering if I can contact you regarding this? I have heard this from many other people as well.


Happy to provide info, although it was covered comprehensively in my original post. However, before providing personal contact information, could you tell me a little more about your specific interest in this complaint?


At Home Depot on Military Hwy in Norfolk, I get paid $15 per hour. Tylor

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