Customer service at Home Depot (Avon, Massachusetts)

[SeaSpray]

I was just on hold with Home Depot, and while I was waiting, I decided I'd post the outcome of the conversation, no matter whether it was a good outcome or not.

Here's the story:

About a month or so ago DH and I bought an Ex-Cell power washer. We saw that there was a rebate for "$75 accessory kit", free with the purchase of "ANY NEW Ex-Cell Pressure Washer", so bought one. It's not one of the smaller electric ones, it has a gas engine.

A couple of days later when I was filling out the rebate form and getting ready to send in the receipt, I noticed on the bottom of the form where it listed "Only these models" that were included in the promotion, and the model we had bought wasn't listed.

At that point we hadn't opened or used the pressure washer, (we could've returned it and paid a little more for a different model), so I called Home Depot and asked them about this. The person I spoke to told me to send it in anyway, that they (DeVilbiss, who makes the pressure washer) WOULD send us the free accessories. So I sent it all in.

Yesterday I got a letter in the mail from DeVilbiss, stating that the wording on the rebate form that Home Depot had printed, was wrong. (It stated "any NEW pressure washer") They apologised for any inconvenience and suggested that I contact Home Depot.

I just called them this morning, I spoke to 2 different people. The second person named Chuck in the paint department put me on hold for a few minutes while he spoke to a manager.

To my delight, he came back on the phone and told me to come in today and they'll "put together a package of equal value" to what we would've received with the original free kit.

I know we all need to vent about bad customer service, but I thought I'd share this good customer service experience with everyone

I'll be heading out to Home Depot today.... DH will be happy to have more "toys" when he gets home.

 

[Mskanga]

I LOVE the home depot, I never had a problem returning or exchanging anything providing that I have all the packaging and my receipt. Walmart though is another story, they sold me a broken lawnmower this past weekend that according to them was refurbished, I took it home and it didn't work. I took it back and the guy tells me that by just looking at it it has a ceased piston and the lawnmower should have never made it to the floor. Then I spoke to the manager and I asked if I could get any other one even if I had to pay a bit more , since they didn't have another one like the one I bought. He said no, if I took something new , I would pay new price. Normally I would pay the new price if I didn't have a problem , but my inconvenience of having to go back and forth to the store because someone put a broken lawnmower for sale , is worth something, I didn't put the lawnmower for sale, they did.
He wouldn't do anything , so I went to the home depot half an hour away.

 

[Big V]

LOVE the Home Depot's customer service!

 

[disneyatl]

WOW, I'm so surprised to hear people complimenting HD's customer service. Being a former HD employee at the corporate office, that is great news to hear. Maybe the head honchos finally got their act together and are cracking down on customer service problems.