Home Depot
Charged for wallpaper order cancelled before it shipped

I placed an order online with homedepot.ca on April 23rd, 2012.

I bought two rolls of wallpaper from the website that were supposed to arrive within 3 to 6 business days because, as said on the website, it was in stock. I am leaving the country on the morning of May 15th to visit my family in Brazil, and I was supposed to take the wallpaper as a gift. With the given expected arrival, I would have gotten it in time, no problem.

After days of waiting for an update on my purchase, I called customer service. I was informed that the item was supposed to have been shipped on April 27th, but they had no idea why it had not been. The associate said he was going to get in touch with the warehouse and then get back to me within 2 days. No one got back to me, and I called again. The same answer was given. It was always the same "sit down and wait," even though I explicitly said I could not.

Finally, on my 4th attempt to find out about my purchase, an honest attendant told me he did not think my package would get here in time, since it had not even been shipped yet, and that I should cancel my order before it was shipped so I would not get charged for it. That is what I did. Unfortunately, on May 8th I had to cancel my order and make peace with the fact that I would have no time to order the wallpaper from anywhere else before leaving.

Yesterday, May 10th, at 10 PM, 2 days after I had cancelled my order, I received an email from Home Depot informing me that my order had been shipped and that I had been charged on my credit card. When I checked the UPS tracking number I was provided, I realized that the package would only get here on May 17th at the end of the day, almost 3 days after I leave the country.

I have no use for this product if it arrives after I leave, and I have been charged for a purchase I cancelled BEFORE it had been shipped, as per Home Depot's rules.

I called customer service, and after talking to an associate and her supervisor, it got nowhere. They said it did not matter that I had cancelled; I was going to be charged anyway. The only thing they said they could do was contact UPS and have the shipment delivered straight to a Home Depot office, and after it gets there (probably after the 17th) plus some processing days, they would reimburse me on my credit card.

I do not want to be, and should not be, charged for a cancelled product that has never even arrived in my hands. Home Depot said they would do nothing about it, so I called my credit card company and had my credit card blocked before they could charge me for this without authorization.

Home Depot expediters and supervisors have called me and written me emails to say they were sorry, but nothing has been done to solve anything. No one would contact UPS to make it an express delivery so I could have my wallpaper here in time (which is the only thing I wanted from the beginning), or confirm that they would not charge me since I had cancelled the product before it was shipped, or do anything else.

This was the single worst experience I have ever had with online shopping. I will never buy from The Home Depot again, and I advise everyone not to do so.

Company: Home Depot
Country: Canada
Phone: 18006280525
Site: homedepot.ca

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