I placed an order at Home Decorators for a complete set of furniture for my computer room which totaled a little over $2,000. I ordered all pieces of the furniture in the same color. It took three months for me to receive the entire order. The first pieces I received were all the same color, but the last two pieces (desk, bookcase) were in an entirely different color. It was clear for any one to see that Dark Oak had been shipped in packaging labled Macintosh Oak. When I contacted customer service at HD's, they were non-chalant about the situation and offered me a modest discount to keep the unmatched furniture. I refused the discount explaining that I would rather have matching furniture. To tell what all went on over the next several months with HD's customer service in trying to settle this problem would take forever. The short of it all is that after several months and several phone calls the promises (they'd contact quality control, etc.) HD's customer service made to remedy the problem never came about. I never heard from them. I even called Home Depot which owns Home Decorators hoping they could help me resolve the problem. But, no way. I finally called HD's customer service and told them I had given them ample opportunities to get the problem resolved and since it was obvious that they weren't going to remedy the problem, I wanted to return everything. They seemed like they could care less!
They refused to let me return the furniture assembled. So, my husband and son had to disassemble the furniture which was no easy task to assemble in the first place. It took them 12 time-consuming hours to assemble and the furniture wasn't cheap even on sale. I was also told they wanted it shipped in original packaging. Since the first pieces were the right color and I planned on keeping it, I had thrown out the boxes it was shipped in. So, I had to hunt all over town for boxes that the furniture would fit into so I could return it. That was impossible. I ended up having to buy what was available. My husband and son had to cut the boxes and tape them around the disassembled furniture. Very time-consuming! HD's received the furniture, but refunded me for only about half. I waited for my next statement, thinking the balance of my refund would appear on it. It didn't. So, I had to contact them on receiving the balance of my refund. They also agreed to reimburse me for the purchase of the boxes I had to buy to return their mess. I wasn't reimbursed for that until I contacted them. I shop almost entirely by Internet, catalogs, etc. I have never encountered a customer service as incompetent as HD's! I have made purchases of only $30 from companies and received excellent customer service if I had a problem. I actually believe the incompetent's at HD's customer service thought it would be too much trouble for me to return my order, so I'd just settle for the "modest discount" they offered and keep the unmatched mess they sent me. It was indeed a tremendous burden to return my order, but it was worth the effort of not doing business with them after all was done. I guess I fooled their A#$ with my return. I have NEVER dealt with a customer service that has the uncaring, could care less attitude as HD's. Their attitude in unbelievable! I would not recommend this company to any one - period! I NEVER intend to do business with HD's and you shouldn't either unless you're willing to deal with the most incompetent customer service available. Looking forward to hearing where they've gone out of business! I won't wonder why. Angry Home Decorator's Customer, But Happy Ballard's and Pottery Barn Customer Cynthia Haynes, WV
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