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Updated by user Sep 16, 2015

Finally heard from them - they called UPS and requested a "return to sender" on the shelf. No apologies, no nothing. Emailed them this morning requesting them to close our account.

Original review posted by user Sep 15, 2015

On 9/12 we ordered a shelving unit online from Home Depot after looking for similar units elsewhere. As luck would have it, we found one elsewhere unexpectedly that more closely fit our needs.

On 9/13, the order status was the same as when we placed it - "processing". I called their customer service and requested a cancellation. The agent said "no problem" & said I'd receive an email confirmation shortly. Three hours later, no email. Called a second time & was told by another rep that he'd need to send an email to "request permission" to cancel!! He also said that if by some chance it did ship & we refused delivery, we'd be responsible for return-freight charges!! At that point we got a supervisor involved. She said "no problem", she'd take the necessary steps to cancel and that she'd get back to us personally on 9/14. She never contacted us so we emailed her. She said she "just took care of the paperwork". In other words, she forgot until we emailed her. Also on 9/13 I filled out an online complaint in the "contact us" part of their website. No response from them as of yet.

This morning, 9/15, we get an email notice that the item shipped and our credit card was charged!!! I emailed the CEO stating we've had problems in the past with HD but thought we'd give them another shot. Big mistake. Returning the item to HD means going about 20+ miles out of our way. Since this is their screw-up, let them send a truck out to pick it up. We're done with these people for good.

Reason of review: Poor customer service.

Monetary Loss: $163.

Preferred solution: Let the company propose a solution.

Home Depot Cons: Customer service and order cancellation process.

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After all was said & done, it took a letter to the CEO's office to get this resolved. Done with Home Depot. We have a Lowe's and an Ace Hardware in the same vicinity.

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