Home Depot
Online Order Stuck on Processing and Routed for Seven Days

I placed an online order in the store after an in-store customer service employee checked stock on an item (2 of the same item ordered). I was told it would be 3-business-day delivery from the next day (paying for shipping when it could be sent to the store for free if they actually had that expediting system!). Five days later, it is still "processing" and "routed," with no satisfying response from email and in-store call (escalation) to online order processing. It took 5 calendar days for an authorization to be taken on the HD card for payment.

It turns out that the item was listed "in stock" and verified as "in stock" at the time of order placement, but now the item is listed online as out of stock. While I realize that HD online processes hundreds to thousands of orders a day, how difficult is it to have their stores have access to actual and correct online inventory (they may not want to post it publicly on the web) and to tell the truth when questioned about slow processing of an order? The published order turnaround for online purchases is 2 days for the order to be ready for shipping and 3-5 days for standard shipping nationwide. Today is the 4th business day after the order (and the 7th calendar day after the order), and the item is still marked "Processed" and "Routed," with no attempt at an indication of what that actually means.

Very poor customer service! Very poor adherence to their own written sales policies! Consider carefully if you order online, especially for things you can't pick up and actually handle in a brick-and-mortar store!

Company: Home Depot
Country: USA

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