Home Depot furious.

[powerstrokin]

Ok so i never do this, but i thought i would share this quick experience and any help with resolving this would be so very appreciated.
I bought the Husky 60inch toolbox from Home Depot December 27th. It showed up last night and i went to pick it up. This is my first nicer toolbox I've owned so i was so excited.
I opening the box, 2 VERY noticeable dents/blemishes on the face of it.. Wasn't too worried about it, a little paint would make it go sorta unnoticed.
When we lifted the box down i heard things sliding around. Opening the very bottom drawer and there was ball bearing from 2 drawers sliding around. Opening the top drawer and as soon as i opened it ball bearings flew out of it. Im furious at this point.
I called my local HD and customer service and they said i CANNOT return the item. I have no idea what to do from here, i was on the phone for an hour and still no solution. They said it was caused from shipping.
I am a very stand up guy so i wouldn't write all this if i caused this damage. Any idea what to do? $700 i invested in this. Im far from rich so this tool box is like an old caddy to me. Thanks in advice and sorry for the long write up.

(Lancaster, PA store)

 

[48RON54]

Ask them if they can provide repair parts to replace the slides that were damaged in shipping?

 

[CoogarXR]

Why did they say you cannot return it? Was there some kind of clause where you had to inspect it in the store first?

I would load it up and bring it back and not take "no" for an answer. People can be a lot more agreeable in person.

 

[jumpstart]

I think that the manual that came with it has an 800 # you can call. They should be able to point you in the right direction.

No reason you can't return it to Home Depot though if you just don't want to keep it. But to fix it, they should have directed you to call the 800 #.

 

[Jazzman442]

Same type of thing happened to me. Call the 800 number on the instruction sheet. They will send you parts if they are available. If not bring it back fro a refund. I had the store manager just order me a new one. I went through this 2 times. I bought 2 tool boxes. They finally made it right.

 

[Todd.Brock]

Unless it’s a clearance , bin return situation I think they are full of ****. Your receipt should show the T&C for returns on it

 

[TheSt|G]

Dispute the CC charge if they hard ball you for more than a week.

 

[Todd.Brock]

Thought about it a bit more. Still sounds like a bunch of ****. I tried to return an item I bought online. They could not look up the receipt or online order. I had to have the paperwork from the order that was emailed to me. They told me they couldn’t look it up and was lucky they would take it back. Told me I could send it Fedex back if I wanted. I told the lady to be really careful about how she speaks to me. Oh , I was mad. Sounds like you are getting the same drill. You live in Ohio by chance lol? Was it the lady with brown hair?

That episode kept me out of HD for a while. Until I decided our Lowe’s was just too painful to deal with... so then I fussed to my wife until she told me to stfu about HOme Depot.

 

[akalian]

Open up a dispute with your credit card company.

I ordered some stuff from Lowes on line, and I heard nothing from them as to when it would arrive at the local Lowes. No communication whatsoever. I checked on line and it said it was ready to pick up.

I drove 10 miles to the local Lowes, and they didn't know anything about it. (??) She looked it up, and disappeared into the back and returned saying UPS has lost the package. Huh? I asked her if the package was shipped UPS, why didn't the just ship it to me directly instead of having to drive to the Lowes store to pick it up. I got no answer.

Fed up, I told her to cancel the order. The "Head Cashier" said she would take care of it, but couldn't give me a credit because of some internal problem accessing the outside vendor. She said it might take a while, and would eMail me the credit.

I got home, no eMail or credit. I waited the next day, no eMail or credit. I sent a note to Customer Service and they confirmed it was lost.

Swell, where is my credit?

No answer.

I called my credit card company and opened up a dispute, including copies of the eMails, and a description of what happened. They got back to me and said the credit was applied to my account that day.

Then 2 days later, Lowes sends me an eMail with a copy of the credit they issued to the Credit Card company. Case closed.

Take pics of the damage and send them to the Credit Card company along with a description of what happened. Let the Credit Card company bring the hammer down. You might be surprised at the quick response you get from Home Depot. Of course that depends on whether your credit card company will go to bat for you or give you the run-a-round. I was fortunate that mine got right on it and took care of it pronto.

Keep us posted, and don't let them give you any ****.

.

 

[mcbassin]

Try calling the store manager first. Explain everything, they should make it right. Worse case they should provide you with repair parts.

 

[06 DIESEL]

I recently went through something similar with Home Depot in New Freedom PA. Their online and in store are not the same. The store manager was able to help but the lady from online did not care at all. Load it up and take it back to the store. I ended up with a replacement cabinet because of one damaged door since they did not offer replacement doors.

 

[vavet]

I ordered some PVC fittings through the HD website - to be shipped to store. When they arrived, I opened the box in the store, still standing at the desk. I explained that they were not what I ordered, not even close. IIRC, they were not even PVC fittings.
The store manager started giving me a hard time, saying the invoice in the box matched the shipment. I agreed...that doesn't mean the correct box was shipped here. I was able to find the email confirmation on my phone. Boy he changed his tune - the attitude disappeared, but there was never an apology or a concession that the package was wrong.
Freakin idiots.
I need HD more than they need me though.

 

[powerstrokin]

I appreciate everyones help and ideas with the situation! I went in to the HD where i bought it, and the manager at the store was rude as all you know what. I loaded the box back up and showed them everything. Also realizing a drawer was bent on the side (no idea how that even happens). Im not one to start **** in a store lol He pretty much told me there is nothing he can do.
I had all receipts, everything they needed. So i went back in my truck and called the 800 number and got in touch with a very nice lady. After explaining everything and how i was treated by the Lancaster HD staff, she gave me a refund while i was on the phone, and also said i get $200 credit towards any box that HD offered online or in store.
I wish i knew the ladys name so i could give her proper credit and thanks.
This was such a terrible experience and i don't think ill ever go back to this HD ever again unless i have to. I pretty much rolled the box off the bed and let them take care of it.
Trying to decide if i should just spend an extra $300 and get the 72 inch they offer online now?

 

[southalabama]

If you do ship or pick up at another store

 

[powerstrokin]

If you do ship or pick up at another store

very good idea, next closest is about 40 minutes away so i don't mind making the drive to avoid these fools. Thanks!

 

[powerstrokin]

Open up a dispute with your credit card company.

I ordered some stuff from Lowes on line, and I heard nothing from them as to when it would arrive at the local Lowes. No communication whatsoever. I checked on line and it said it was ready to pick up.

I drove 10 miles to the local Lowes, and they didn't know anything about it. (??) She looked it up, and disappeared into the back and returned saying UPS has lost the package. Huh? I asked her if the package was shipped UPS, why didn't the just ship it to me directly instead of having to drive to the Lowes store to pick it up. I got no answer.

Fed up, I told her to cancel the order. The "Head Cashier" said she would take care of it, but couldn't give me a credit because of some internal problem accessing the outside vendor. She said it might take a while, and would eMail me the credit.

I got home, no eMail or credit. I waited the next day, no eMail or credit. I sent a note to Customer Service and they confirmed it was lost.

Swell, where is my credit?

No answer.

I called my credit card company and opened up a dispute, including copies of the eMails, and a description of what happened. They got back to me and said the credit was applied to my account that day.

Then 2 days later, Lowes sends me an eMail with a copy of the credit they issued to the Credit Card company. Case closed.

Take pics of the damage and send them to the Credit Card company along with a description of what happened. Let the Credit Card company bring the hammer down. You might be surprised at the quick response you get from Home Depot. Of course that depends on whether your credit card company will go to bat for you or give you the run-a-round. I was fortunate that mine got right on it and took care of it pronto.

Keep us posted, and don't let them give you any ****.

.

wow, sounds like a real pain. Glad you got it squared away though. I finally got it resolved if you haven't read thee above comment. ***** to have to go through so much nonsense, but atleast the ending was pleasant. Hopefully lol...

 

[Todd.Brock]

This time and in the next few weeks is when they seem to clearance out all the Christmas stuff. My buddy bought a nice husky 52” top and bottom set for $498 and then had another 10% off for military discount. I was jealous

 

[Chaznsc]

So what became of the box?

Do you Facebook? If you do, post this story.

 

[fartymarty]

So what became of the box?

I pretty much rolled the box off the bed and let them take care of it.

Probably still sitting there in Lancaster with a big discount price on it. Why, you want it?

 

[pop pop]

I try to do big item returns about 11:00 AM on Sat. mornings. Drive right up to the entry doors and park as if loading. Get the manager out to look at it. You'd be surprised how they react with some big damaged item sitting right in front of the store with customers walking by gawking. Never failed yet.

 

[James-W]

I have never had an issue with Home Depot that wasn't solved quickly and easily. I guess everything depends on the store and the store manager. But that applies to pretty much ANY store.

Anyway, the problem is resolved so I guess all is well that ends well.

 

[idriveahonda]

I've had issues in-store with returning goods purchased online. However, I think the Customer Support team at my local store is top-notch. They always have the problem of not being able to pull up the online order on the computer, but they know how to find it.

Once they find it, they scan and return to my CC or HD Card. NEVER had an issue.

Also, I had ordered Gladiator Premier Wall Cabinets (normal color) but they shipped me white. I called the online support, and they scheduled a pickup and delivery of the correct ones. Received the correct ones and the boxes were destroyed and so were the Gladiator Cabinets. Called them back, they sent me new ones, for free.

Sounds like your store have a bunch of clowns.

 

[Ancient Iron]

Ask them if they can provide repair parts to replace the slides that were damaged in shipping?

My take is if the guy is buying it new and spending $700.00, Why should he have to fix it??? It takes the joy out of getting something new.
They should do the right thing and get the man an undamaged unit.
Buying something used I can understand it might need work.

 

[gungatim]

interesting how customer service can make such a huge difference. say what you want about HF, but I bet that never would have happened if you bought one of their boxes. spare parts may take a while to get but I've never had a manager not take care of a damaged item via a full return or at least a discount.

 

[ENT]

Trying to decide if i should just spend an extra $300 and get the 72 inch they offer online now?

The only review of the 72" cabinet was a bad one. IMO, it sounds like it's a different vendor than the 52" boxes (which were well reviewed).

https://www.homedepot.com/p/Husky-7...Wood-Top-Matte-Black-HOLC7218BB1MYS/302255876

Dissapointed
Earlier this year I got the 52" Husky tool chest & cabinet from this new matte-black line with the heavier-gauge steel. These certainly aren't Snap-On boxes, but I was REALLY impressed with the quality, considering the price. When I saw that they were offering these work benches from the same line, I jumped to order this one.
There were no floor models of these new benches anywhere near me to inspect so I didn't get a good look until I got it home - much to my disappointment this box is NOT built to same fit and finish as the Husky box I got earlier this year.
Issues right out of the box (these do not seem to be shipping damage):
-The bottom drawers rub hard against the bottom exterior panel when opening and closing. It looks like I can probably hammer this into the correct shape but I shouldn't have to.
-The "smooth-close" drawer action is noticeably more herky-jerky on all the drawers compared to my other Husky box; on a couple of the drawers this is VERY bad.
-Almost all the drawer liners are cut too small, nearly 1" too small in some dimensions. I loved the fact that for my other Husky box, the liners it came with were all cut PERFECTLY to the drawer sizes.
Overall, this looks and feels "cheaper" than the other Husky box I got earlier this year. Had I gotten to inspect this in person prior to buying I would not have gotten it. Considering everything, it was still not an awful deal for the price, and it matches my other box that I like, and I already went to the hassle of getting it home, so I will be keeping it, but I would not recommend it to a friend ... or at least I would warn them to make sure they see this specific model in person prior to buying - the quality is NOT the same as similar Husky models that might be on display near you.

 

[-Brent-]

interesting how customer service can make such a huge difference. say what you want about HF, but I bet that never would have happened if you bought one of their boxes. spare parts may take a while to get but I've never had a manager not take care of a damaged item via a full return or at least a discount.

Tim, you're right on! Except one of our HFs ***** really bad from customer service and management perspective and the Home Depot management rules. It's all about people doing the right thing. Crazy how some managers don't get that.

I'd have a call into corporate so fast about that HD manager. They hate complaints and even worse - a legitimate complaint about a manager.

 

[Dajugganautx]

Generally speaking i have never had a single issue returning a item to HD. Its always been a pleasant experience for me here in AZ. However i have never had to return something i bought on Homedepot.com.

But speaking for Husky Boxes. i am 3 for 3 when it comes to damaged tool boxes.
I bought two boxes, One for me and one for my father over 4 years and both had unacceptable damage.

I had a buddy buy a box as well and i helped him get it home and setup. His first pick was damaged.

I would love to see HD's yield on these boxes.

 

[6PTsocket]

I recently went through something similar with Home Depot in New Freedom PA. Their online and in store are not the same. The store manager was able to help but the lady from online did not care at all. Load it up and take it back to the store. I ended up with a replacement cabinet because of one damaged door since they did not offer replacement doors.

I have had my issues with HD but I bought an item online for store pickup. I got it home, could not get it to work properly and returned it to the store with no problem. On the other hand, I ordered something from Wally World for home delivery. What arrived was not even close to what I ordered. I returned it to a local store and they only refunded the cost of the item but would not refund the shipping.. It took a few hours on the phone going through endless menu options and robo voices to get that fixed. I had a recent go round with HD not wanting to make good on a Husky lifetime warranty. I got every excuse and had to hit two stores, they are only about a half mile apart, to get a replacement.

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[BigBoreFan]

It's a common theme on all these big toolboxes, shipping damage. Lowes, HD, Sears, same problems. It does not seem to matter where it gets shipped to, someones home, store pickup, or even picking up a unit that's already in stock at the store, shipping damage. I don't see how the end user can be on the hook for that.

Best advice is to open and inspect while still at the store, Don't leave with the item not being inspected.

And always pay with American Express whenever possible, I have never lost a disputed claim when I bought an item with Amex. Sure you pay for the card, but they give top notch service, a very rare thing these days.

 

[pgk]

One of my reps accounts had gone into a his local HD to buy a snow blower, he found one that looked like it would do the trick for him. After 20 min trying to find someone to take it off the shelf and load it he went up to pay the nice lady at the cash register and she rang it up at $200.00 the price tag read something like $1200.00! It must have been one of those big two stage blowers. Anyways the guy says to the cashier that the price wasn't not correct and she proceeded to light him up one side and down the other saying that the price of the blower was $200.00 and if he didn't want it that someone else would! After going back and forth with her she got even more bolergerant with him, so he said ok, instead of buying just one I would like to buy 4 of these blowers for $200.00 she wrote up 4 of them for $800.00 plus tax he paid her they loaded up 4 blowers into his trailer and off he went! LOl I think my rep said he ended up selling the two of them and giving the other one to one of his kids. He smiles everytime he has to go clear his driveway now, hahaha

 

[hichamaziz]

so Ask them if they can provide repair parts

 

[Notgrownup]

We don’t have a close HD, 1 hour away is the closest. Lowe’s is all we have here and they know me there, I go so often. Sometimes just to walk around at lunch to kill a 30 minutes...Never a problem. We use to have a HD about 25 minutes away, they always did me good but they closed after 4 years because Lowes outsold them 2 to 1 and they were side by side.. it’s now a Burlington factory store.

 

[Timberjock]

very good idea, next closest is about 40 minutes away so i don't mind making the drive to avoid these fools. Thanks!

LOL. The "fools" were getting paid. With YOUR money

 

[Jack_Toepfer]

I recently bought a scratch and dent Husky 52” which was repairable. The chest was new in box. I opened the chest on Christmas morning, 1 month after purchase, and it was tweaked and dented.
The manager at HD took my word about the damage and gave me a $60 credit since returning it wasn’t going to work for me.
So I got the 52” 13 drawer for $300

 

[WausauDug]

If you feel like you've hit a wall at the store level go to the customer care online. These complaints are seen by area and regional managers and taken very seriously. Its an easy view for them and they love to hammer on the store managers so things get fixed fast. At least Lowes operates this way and their in lockstep w/ HD

 

[strength_and_power]

Our company ordered some lumber online from HD. I went to the “pro” desk and was told I needed to go to Customer Service since it was ordered online. Mind you I have a copy of the online order and the order was already pulled and sitting on a cart. Walk to the other end of the store, wait in the customer Service line for 15 minutes or so. The CS rep tells me the pro desk could have pulled the paperwork up from their computer but were just lazy. Bastards. Next online lumber order I forced the pro desk to pull it up even though they tried telling me the same line. Lazy bastards


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