Home Depot
Burglar bars order could not be cancelled after shipping

On 10-1-11, I made two orders for burglar bars. One, from a Canadian company, whose large, bulky items shipped in from Canada, will arrive tomorrow (10-7-11). The bigger order was from Home Depot. By Wednesday, I was getting anxious as I had heard nothing from HD, so I contacted them to ask whether there was a problem with my order. I got back this response: "is being processed by our warehouse. Once the order is shipped, you will receive a shipping confirmation email with the tracking number and carriers information. Most orders ship within 14 business days. We ask that you allow an additional 5 to 10 business days for Basic Home Delivery. We do apologize for any inconvenience that this may have caused you." By my calculations, they are suggesting possibly 4 weeks before the merchandise will arrive.

After discussing it with my spouse last night, we called first thing this morning (1-6-11) to ask that our order be cancelled. The initial call assured us it would be cancelled and we would receive a confirmation email on the cancellation. Mid-afternoon, we got a call from a second individual with HD, informing us that our order had not left the warehouse, but that they could not cancel it either. They still had no idea when it would ship, but claimed that because it was ready to ship, they could not cancel the order.

I was finally informed we could do one of two things: 1) refuse the shipment when it arrives, and it would take just as long for our refund to credit to our account as it is taking to initially get here, or 2) we could return it ourselves to the nearest HD store (which is a 2-hour drive each way).

So, I can purchase out of the country and they can get their product here in 6 days (which also included a weekend), but just like another complaint we found, it was the same tactic: call to cancel the order that has not shipped, and suddenly it is shipping and cannot be cancelled. I wonder if, like that other reviewer, I will get damaged merchandise too.

This was our first bigger purchase from HD, and it will be our last. We settled for the second choice of product on ordering initially, to get something they showed as in stock. They cannot deliver it in a reasonable time period, they cannot cancel the order, and I am hearing it may be as long as two months from the time of purchase before they release my funds. Wow. We do the bulk of our shopping online and are very familiar with the process, and I have never encountered such poor operation or customer service.

Company: Home Depot
Country: USA

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