I bought a Pegasus bathroom faucet about 10 years ago. The faucet comes with a lifetime warranty. It started leaking last month. So, I called up Home Depot's Parts Replacement department and they sent me 2 new ceramic cartridges (1 hot, 1 cold). The parts came directly from one of their warranty companies; the hot cartridge came damaged but I had no idea until after I took the faucet apart. I had to make an "emergency" trip to our local Home Depot store for another hot water cartridge. Fortunately, they have one and the faucet was back in working order that same evening. I was not too thrilled about having to make a trip to HD (especially during my holiday break) and had to pay about $15 out of pocket for the part.
I finally found time to call up Home Depot Headquarters this morning and explained my situation. Immediately, the representative, Yvette, apologized for any inconvenience that the defective part had caused and thanked me for resolving the issue on my own. She then offered to send me a $15 gift card to cover my out-of-pocket expense and didn't even asked to see my receipt. Talk about good customer service. My experience this morning was quite pleasant and made me decide to continue to shop at Home Depot from now on even though there is a Lowe's being built 5 min from home. Thank you Yvette and thank you Home Depot for your GREAT customer service.
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