I have no grill

Posted Wed May 23, 2012 9:20 pm, by Kevin H. written to Home Depot, Inc.

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I bought a grill online for in-store pickup with a $20 off promo code I got from AARP and paid mostly in gift cards, with just a few dollars left over on my credit card.

About two hours later I got an email saying the order was cancelled. No reason - and that my gift cards would be refunded in the form of a store credit in email.

I called the 800 number in the email. They wouldn't even talk to me - said I had to talk to the store. I called the store and they had no record of it even existing. She called the 800 number and they went back and forth for a while to no avail. Then she got a manager involved. He called and they told him my credit card was declined. I showed him the successful credit card transaction on my phone.

He shrugged like there was nothing he could do. He also said that the store credit for the gift cards would come in 24 hours. BUT! (important!) It was the last day for the $20 promo.

I called back and the woman said it was the store blah blah blah so I said "Wait - no I've been through this. I'm AT the store". Then she said I was lying, that it was the store who cancelled it and she would call "on my behalf".

So I'm standing there with her on the phone and the manager in front of me, each accusing the other, and me standing there in the middle. She finally asked what promo code I used and I told her.

"Ohhhhhhhhhhh - we've been having problems with that promo code all day. The system is cancelling the orders. I explained to her and the manager at the same time that my problem was that the promo ends today, but I won't have my credit until tomorrow... due to THEIR system error.

Even though it was PROVEN that it was a Home Depot problem, neither would help me in any way or facilitate my buying of a grill.

I would be EMBARRASSED to act like that towards a customer in an establishment built on its customer service reputation.

Any of...

1) Get my my grill at the ordered price

2) Issue a $20 (at the least - frankly at this point it should be more) store credit or gift card.

3) Buy back my forthcoming store credit so I can be done with Home Depot.

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Re: I have a grill! by Kevin H. Posted Thu May 24, 2012 @ 8:36 PM I won't mention any names, but I got a nice call from someone at corporate today who took responsibility for the situation and issued a $20 gift card. In case it sounded like I was having a fit over $20, it was really more about the way I was treated, and in the end, to have someone step up, take responsibility, and acknowledge my value as a customer is the main thing. Also, karma kicked in. I got another coupon for in-store use, and they started two NEW promotions today - free propane exchange and free Braves tickets. So I really came out like a bandit. I'd almost feel guilty for double-dipping if the whole process hadn't been so infuriating - so I'll call it a wash and consider Home depot and I to be back on Status quo. I just hope they learned from he situation. Reply Glad it worked out for you..n/t by Harleycat Fri May 25, 2012 @ 12:18 AM