After ordering roofing materials on May 15, I was told that they would be delivered on May 23rd. As required, I paid for everything upfront with a check.
May 23rd came, and I was ready to start putting on my new roof, but the Home Depot truck never comes. I call up the store, and they tell me that they cannot deliver until May 30th. Being a long holiday weekend (Memorial Day), I had also taken the following week of to do my roof. This would leave me with plenty of time. I call Home Depot back, and tell them to cancel to order unless I could have it by Tuesday, May 27th.
I also spent about 4 hours calling around local building supply places until I found one with the material in stock. I place an order with them, but have to drive down to deliver a check to pay for it. Home Depot calls back and promises to have delivery by May 28th. I stress PROMISES, because that was the exact word that was used.
So on May 27th, I begin ripping off the old roof in preparation for the new roof. I also call home depot to find out when they are delivering. I leave a message, because the person wasn't available. At 6PM on the 27th, I get a call saying that they will not have the material until May 30th. I drive to the store to talk face-to-face with the person I placed the order with.
I tell them to deliver everything else but the shingles (which were back-ordered) the next day. I decided to get the shingle somewhere else, after all, I had no roof at this point. The salesperson actually was dumb-founded when I told him I had already ripped off the old roof. I told him that I was sorry I placed my trust in his company too, after all, they PROMISED delivery on the 28th.
The 28th came, and I now had my shingles from another supplier. But I still needed everything else from home depot (tar paper, nails, etc). No home depot truck, nothing. I called, and they said they could not deliver partial orders. I then cancelled the entire order. They lost my business. I ran down to the alternate supplier and got all the additional items I needed.
On June 12th, I went to the store to inquire where my money was (over $2600.00). I was told that since the amount was over $500, that they had to mail me a check. I told them that this was unacceptable, I had not agreed to that, nor was it written anywhere on the sales order. Regardless, they were powerless. I called the Main office to find out where they check was, and they told me that the order was cancelled on June 4th (one week after I cancelled it). I was told that they would need to call me back because the department that handles refunds was closed. They would call me back tomorrow.
On June 13th, no call from Home Depot
On June 18th, I called the main office again (in Atlanta). The person there said she would reseach and call me back tomorrow.
On June 20th, I get a late call (past business hours) from Atlanta saying that there was no record of the refund, and that the manager of the store would contact me by Monday, June 21st.
June 21st: No call from home depot
June 25th: I call home depot (atlanta) to inquire about my refund. They review the record and were surprised that no-one called me back. She put me on hold to contact the managers at the store. After holding for about 15 mins, she comes back saying the store managers were not yet at the store (this was at 11 am). I let her go (I continuely told them that I would hold as opposed to being called back), and she promised to call back.
After lunch, I have 2 voice mails. The first is from Atlanta, telling me that she had talked to the Manager, and that he would call within 2 hours. The 2nd voice mail was from the manager. I called the Manager, and he said that he would get the check from Atlanta and overnight it to the store, where I could pick it up.
I am writing this because this is a huge problem with Home Depot. Not once did anyone even say sorry, or try to correct the problem, until after over 30days they realized that they had my money for too long.
Steve
Aldan, Pennsylvania
U.S.A.
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