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Offened Customer

Posted Wed May 18, 2011 8:48 am, by Joyce M. written to Home Depot, Inc.

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We have shopped at the Home Depot in Houghton Lake Michigan for the past 2 years spending quite a bit of money. Yesterday we went to the store to buy top soil for our garden. I had a 10% off coupon from Lowes which I have used twice before at Home Depot. Each time the sales associate let me have the coupon back. This particular lady demanded I give the coupon to her. I explained that the other associates let me keep it. She was not happy with me for wanting it back. She called her manager as my husband and I loaded the dirt. She then came up to me and told me the manager said she was right to try to take the coupon and the next time I tried to use it the associate would take my coupon. I explained to her that I could have bought the dirt cheaper at Walmart which is next door. I told her she had just offended a good customer and pushed me to shop else where. She said she was just doing her job. We made 3 trips to buy 45 bags of dirt. The next one was to Walmart. Walmart even helped us load the bags of dirt. I also ordered a new freezer from Lowes which they delivered free. Last week I bought $500.00 worth of building materials from Home Depot. I was charged $59.00 for delivery. Home Depot is closer to me than Lowes. I feel Frank Blake's statement about great customer service is a farce.

I would like an apology from the associate before I will do business with Home Depot again.


Reply



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by tommyo Posted Wed August 22, 2012 @ 4:02 PM

I have had a major issue with home depot. spent at least 5 hours on
the phone with HD over a 1300 dollar seating set that after 90 days
they send you to the manufacturer. Thats fine but when you spend hours
on the phone with five to six people and they can't give you a correct
phone number for the contact of the furniture it is a waste of time,
at least 5 and a half hous. I finally got a nice lady out of five
calls to help and go above and beyond to contact the right company at
the end of July since my outdoor seating set has not been able to be
used since the cushions soak up all rain water and it is like sitting
on a wet sponge and takes two weeks to dry. Then if it rains again you
can not sit down unless you want a drenched rear end. this is the
first summer of use or should I say non-use and had to tell family to
not sit down on them at barbeques. Now it has been three and a half
weeks that Yotrio which is the manufacturer for this $1300 wicker
seating set made by MARTHA STEWART and they finally send me an email
almost a month after the claim was submitted needing pictures of the
cushions which the email had no return phone number or contact info. I
called the HD # and got the run around on another 45 min phone call
telling me it was out of their hands. To send picture of the cushions
which in a photo would look fine but the inside material or cushion
would be totally saturated with water and probably weigh 50 pounds to
lift which would not be able to prove in a photo and should have been
told almost a month ago that photos were needed. First summer is
almost over and still not able to use my seating set. It is like
buying a car and not being able to drive it... Never had an issue with
HD and spent well over 100k in their stores over the past 20 years.
Talked to a supervisor Jurel and he was a big waste of time with the
standard lines of Sorry you are having this problem and it is out of
our hands after 90 days. The issue is with the manufacturers. They are
not taking care of the problem when they arise then I will not be a
customer anymore. I will buy from local hardware store and also costco
for my bigger purchases since, if there is a problem with the
merchandise I can bring it back with no questions at anytime. I can't
stand people like the above who bring stuff back for no reason or want
to use a coupon more than once?????? They are out of their mind but
when there is a problem it should be fixed right away, without having
to talk or call more than twice. Customer service is probably being
hurt by the people who frivolously abuse the system and the people who
really have a gripe to complain about a real issue with a purchase and
have to deal with poor help. The coupon lady should also learn how to
spell offended... HD better get their act together and either have a
heart to heart talk with the companies that sell products with them
now or stop selling crap products in their stores especially if the
companies do not honor their warranty or give the customer a run
around. Sorry to say wasting my time for almost six hours on the phone
has made me want to pay a little more or the same somewhere else.
Sorry HD. I will be back if things change. But never want to
experience this again, life is too short.

Reply
by Joyce M. Posted Sat June 4, 2011 @ 7:42 AM

I know it sounds like she did her job and I should not complain. There
is the rest of the story. The economy is bad right now. I have other
choices of where to shop. I used Home Depot because the first sales
person treated me very good and he let me keep my coupon. I did not
ask to keep it. Now I felt good about going to Home Depot. Even though
I could go to Walmart next door and buy the dirt cheaper, I chose to
give the business to Home Depot, but I wanted close to the same price
of Walmart.

Now the Sales Associate was rude, she shared the infrmation with other
customers who glared at me as they went by us loading the dirt. She
did this over $1.20.

Also, I worked in retail for years when I was younger and the one
thing I learned is the custom is alwasy right. You need them, they
don't need you. They have choices. The customer can shop any where.
The business needs the customer. This is not the 1990's when money
flowed freely to every business. The reality is customers are hard to
come by and businesses need to treat the customer as if they care
about them.

Reply
by Tash0808 Posted Sun May 22, 2011 @ 4:41 PM

Hey Joyce M,


My name is Tashawa and I am contacting you from the Home Depot
Corporate Resolution Department regarding your post "Offended
Customer". I do apologize about your customer service experience with
the associate at your local store. I would like to speak with you to
resolve this issue. Please email me (tashawa_t_daniels@homedepot.com)
or call me at 1-877-467-3057 Ext 55808 to discuss this matter. I look
forward to speaking with you.

Tashawa

Reply

Why would the associate need to apologize for doing her job? by Steve OH (IO) Wed May 18, 2011 @ 9:56 AM

by RedheadwGlasses Posted Wed May 18, 2011 @ 12:52 PM


Reply


Ditto! by MA Cunningham Wed May 18, 2011 @ 1:58 PM
by Lisa H. Posted Wed May 18, 2011 @ 9:28 AM

I don't get why you are "offended"? I've never had a store let me
keep a coupon to use again later unless that was specifically part of
the promotion. Esp. a coupon from a competitor that they are
honoring.

Basically, it sounds like you got an extra good deal taht you probably
weren't supposed to by keeping the coupon.

Reply

by RowdyRetailer Posted Wed May 18, 2011 @ 9:08 AM

When you give a coupon, the store keeps it.

If you had gotten it back before, consider it a freebie and you have
made off well.

They really have no reason to try to keep you as a customer when you
tell them you cherry pick other places.

Im wondering if walmart takes your lowes coupon, and if lowes wants
their coupon when you use it at lowes?


good day

Reply




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