Home Depot
Walk-In Tub Sold With Wrong Website Specs, Three-Year Runaround

I purchased what I was told was a "Walk in Whirlpool/Bubble Massage Tub." After installation, I found out that it is not a whirlpool and does not have a heater like a whirlpool. I contacted Home Depot and Kohler and found that Home Depot had the wrong specs on its website, and that the store rep went by those specs in misleading me to purchase the tub.

I wanted to exchange the tub, but they did not have another tub that would fit the available space at that time. I was told that when they found one, they would replace it. A Home Depot Expedite Rep said that they were not going to inconvenience me by removing the tub and leaving me with an empty hole in my master bathroom leading to the crawlspace of my home. I was further told that they could not remove the existing tub without completely destroying the new Corian that had been placed around it, and that Home Depot would not be liable for any damages that resulted?!

Kohler discontinued this tub but has finally made one that would fit in the identical space (5' x 5'). Kohler says that these are simply "drop in tubs" and that there should not be any damage done by removing the existing one and replacing it with the right one. Home Depot, however, now wants to play the "blame game." I have been rerouted to various departments for the past 3 years, and each time I wind up being sent back to the online department since the tub was purchased online (only available through their website, and I paid cash).

But Online wants to say that the return date has expired, that it is not their problem, and that it would have to be handled by the store or through Kohler?! The store and corporate apologize and say they cannot do anything from their end, that it has to be done through Online, and Kohler says it is a false advertising issue done by Home Depot!

I finally get told that they will replace the tub, give me a store credit so I can order the replacement, and install it. Then within 24 hours I am told that the person I talked to does not exist and that they are not responsible, and I am told I have to talk to someone else?!

Company: Home Depot
Country: USA

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