Home Depot . com
Posted Mar 2, 2011 by anonymous | 142 views | 0 comments
It's a long, painful story. I ordered a mirror from Homedepot.com. The mirror arrived, so obviously broken that the concierge center at my place refused delivery. I was unaware of the delivery. After follow up with Homedepot.com, I learned that the mirror was returned. The company will not do exchanges, so I ordered another mirror to replace the first that arrived broken. It too arrived broken, but this time the concierge center did not refuse delivery. Nonetheless, this mirror was also broken and it was very apparent that the packaging Homedepot.com used was not appropriate for shipping fragile contents. Despite Homedepot.com's public claim on it's website that customers are credited within 48 hours upon receipt of a returned item, it took over two weeks and repeated calls to customer service to receive a credit for the first mirror. As for the second mirror, Homedepot.com's process for returning items is very cumbersome. Customers must submit a return request, which is evaluated before action is taken. In my case, the customer representative did not take detailed enough notes (apparently 'item arrived broken' isn't sufficient) and so the return request was rejected. This happened a month after the request was submitted. Homedepot.com did not contact me to explain that this was the case, I discovered it during a follow up call with customer service. A month and a half later I still have a broken mirror in my house awaiting pick-up and I am out
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