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93 Comments
- krekc, on 11/11/2008, -2/+73Way to go Home Depot!
- BradOFarrell, on 11/11/2008, -0/+58A guy returns something for store credit. Film at 11.
- CYR1X, on 11/11/2008, -2/+59Title is kind of misleading if you just glance at it.
- mikbunn, on 11/11/2008, -3/+49Pff, when I went to Home Depot, all I got was a nightstand filled with cocaine.
- judicar, on 11/11/2008, -1/+39A positive article from Consumerist. Hell has frozen over.
- Shawnshank, on 11/11/2008, -1/+32Praise from The Consumerist? Save me, Bizarro Superman
- mikbunn, on 11/11/2008, -1/+27Wow, you're quite the rough, tough handyman, aren't you.
- drshorty, on 11/11/2008, -1/+21This reminds me of a story about Home Depot. I had a friend who had dug a drainage ditch and wanted to get a drainage pipe to lay down in it. He finished his project later than expected and went to the Home Depot not realizing that it was so late they had closed. The employees there saw him and let him in, and they just let him take it when he left because the registers were closed.
Pretty cool to hear another good story about Home Depot. - CYR1X, on 11/11/2008, -2/+21Or they could use that money to afford air conditioning?
- Samsauce, on 11/11/2008, -1/+18This is why Home Depot sucks!!!! oh wait, this was a praise report for Home Depot, my bad, carry on then.
- LogicBomB, on 11/11/2008, -1/+18Would you like a doyley to put your teacup on? You can put it next to your manicure set and nail polish.
- bootykika, on 11/11/2008, -0/+16Sad state of customer service when a POSITIVE story gets headlined. This is the way it should always be, not the exception.
- captainsky, on 11/11/2008, -2/+18My local home depot is great - they have the AC blowing all the time, it's cold in there
- nextekcarl, on 11/11/2008, -0/+15You just asked Bizarro Superman to kill you, you know that right?
- nextekcarl, on 11/11/2008, -3/+17Um, that either sounds like the story he told the cops when he got caught with the drainage pipe, or perhaps those weren't actually employees at the store after hours... But maybe I just watch COPS too much.
- sbassoli, on 11/11/2008, -0/+12Unfortunately, a lot of dirtbags are going to read this story and take advantage of Home Depot's trust. Way to ruin it for everyone, dirtbags.
- falstaff, on 11/11/2008, -0/+12Here's another one. While working on a remodel for a very old house, I was replacing all the old electrical outlets with new ones. Somewhere between the checkout register and home, I lost the whole bag. I went back to the store to see if they had anything found in the parking lot or a shopping cart, but nobody had seen them. So they gave me more at no charge.
It was only $20-30 worth, but in the 2 years since then, I've spent thousands at HD. The customer service may not be perfect top to bottom, but my experience made me a customer for life. - bromac, on 11/11/2008, -2/+13Caveat Emptor - Buyer beware.
You shouldn't purchase something you're not allowed to inspect. As such, if the store accepts the item as is when it is returned, then it should be held to the same legal standard that consumers are.
I have no love of companies that throw out English common law for tentative stretches of statutes such as "return fraud". A sale used to be simple - examine the goods, hand over the cash. Deal's done! Now, you have shrink-wrapped unexaminable equipment shrouded by a EULA before you can even examine the goods. Now that's fraud if you ask me!
For example, I tried to listen to some high end headphones before I purchased them, about $300 CDN. The salesperson would not allow me to do this. I walked out of the store without a sale. Why? I could not properly examine the goods before purchase, and I exercised due caution. If only most consumers exercised their personal responsibility that way, maybe these box stores would treat them better. - wwnexc, on 11/11/2008, -0/+9I had a very similar thing happen to me before. The box of a circular saw, which looked professionally sealed with a pair of plastic strips, contained a brick wrapped in newspaper.
They refunded my money. No questions asked. Props to Home Depot. - Desmothenes, on 11/11/2008, -0/+7Pft there's not enough drama in this story.
Don't think I've ever seen someone submit a story about GOOD customer service. - iSamurai, on 11/11/2008, -0/+7Home Depot trusts their customers, and that's why they're the number one hardware store. In fact, employees can get fired for trying to catch shoplifters, and that's why honest shoppers continue to shop at Home Depot.
- geodescent, on 11/11/2008, -0/+7I'm amazed you even attempted a return at Fry's. As far as I'm concerned, they may as well just close that whole section and put up a "No Returns" sign. But that's why we go there, those cheap prices have to be subsidized by some pretty shrewd policies...
- uknowwhoibe, on 11/11/2008, -0/+7I think that is the point.
- Braxford, on 11/11/2008, -4/+10That will never happen to me because i shop at Dome Depot, for all my Dome needs.
- Rikkochet, on 11/11/2008, -2/+8That's not so much unfair of the merchant for not letting you spoil a "virgin" sealed package as it is a failing on their part to not provide a floor model for everything they intend to sell.
High end audio is pretty much a no-brainer here - who buys things based on what it says on the box (except for Bose buyers...)?
I think it's reasonable to not allow customers to tear into packaging to look at stuff - "open box" is that for a reason and it's a net loss for them if they do that. At the same time, if they can't put something out so people can try a working model, what the hell are they expecting people to do? - kertong, on 11/11/2008, -0/+6I bought a Roku M1000 from Fry's, sold to me as new. Got home, opened it, and it was missing a remote. I took it back, and they told me they couldn't return, or replace the remote because the serial # on the box, vs. the M1000 unit, was different. I spoke to the manager and he backed this policy up, even though after some coercion he gave me a new remote from a new box.
I bought a pair of etymotic ER6i earbuds at Microcenter, sold to me as new. Take it home, and the earbuds reek of cigarette smoke, is taped to the box with scotch tape, and has a dead right channel. Got it returned after some squabbling with the manager.
From a business standpoint, it is nearly impossible to tell whether the customer is legitimate, or trying to swap out their old broken unit with an ol' switcheroo return trick. Good to see Home depot didn't screw the pooch on this one. - lurrker, on 11/11/2008, -0/+5Probably Chicago or Santa Clara CA area, Tigerdirect here in Chitown as well.
- tgc1, on 11/11/2008, -1/+6That's some good PR right there. Let that be a lesson to the rest of you corporations.
- LogicBomB, on 11/11/2008, -0/+5I'd do the exact same thing for high end audio gear. Proper audio stores need to let you listen to a demo and considering the almost zero-floorspace required for a pair of headphones I find that insane.
I wouldn't have purchased a pair of $2000 Paradigm Studio 60's (floorstanding speakers) if they didn't let me sit in front of them. Luckily I had a nice audio store and they let me pop in my own music. Easy, easy buy. - 45441, on 11/11/2008, -0/+5Dude, where do you live that has both Microcenter and Fry's?
I am jealous. - Azuroth, on 11/11/2008, -0/+5Except they asked him what he wanted them to do about it, and he said he wanted a gift card.
- inactive, on 11/11/2008, -3/+8So, it's misleading if you misread it?
- inactive, on 11/11/2008, -0/+4windows suck. get a mac..
oh wait - NicoNicoNico, on 11/11/2008, -0/+4Dallas has both as well. I really miss that, considering I moved and am now only close to Best Buy.
- woofers07, on 11/11/2008, -0/+4***** Best Buy. Wait what?
- secrity, on 11/11/2008, -0/+4Did they hassle you when you returned it for an exchange or refund?
- pinchduck, on 11/11/2008, -0/+4I've always been happy with my local home depot, they have good service.
- leahface, on 11/12/2008, -0/+4Employees get fired for trying to catch shoplifters because it's not safe. No telling what that person will do to you for whatever they have taken. They would rather have a power drill stolen than you stabbed in the gut. I work at Home Depot and have been robbed at my register and the only person allowed to go after the guy who stole my money was my managers.
- LogicBomB, on 11/11/2008, -1/+5I'd normally laugh but these days it is almost news worthy when a company does something nice.
- lazlonger, on 11/12/2008, -0/+2are you serious?
- nopointinnames, on 11/11/2008, -0/+3I used to work at home depot a few years ago. While I was there, they had a great return policy, it was basically take back anything and everything back. They took back stuff that we didn't sell or discontinued a lot time ago. I used to remember always finding the oddest ***** in my returned items area trying to figure out what the hell to do with it. It's nice to see they are still at it.
- Pwelborn1, on 11/11/2008, -0/+3I think this is like the first time in 2 years I've read something on digg and it made me happy. This is nice. It reminds me of when I used to actually like reading digg like 3 years ago when they only had interesting techy, geeky stories. Digg is way to social and political these days. It's depressing.
- NoValidTitle, on 11/11/2008, -0/+3My father once ordered a HDD online and it came with a paver sealed in the static bag.
- lurrker, on 11/11/2008, -0/+3Someone dugg it?
- hamellr, on 11/11/2008, -0/+2I tried to buy a custom sized window from them once. They called back two weeks later stating it was too big for them to sell. I went back down to the store and got that again. Since the manufacturer was mere blocks away, I went down to them and got information from them that it was well within the sizes that they could make. Since the manufacturer would not sell directly to me, they did write me a sales invoice with company letter head and everything stating it was possible. Took that to home depot and they still said "nope."
Ended up going down the street to the independent hardware store and had the window within two days. What's really annoying, my neighbor bought almost the same windows (a couple of inches bigger) from the same Home Depot with no problems. - bromac, on 11/11/2008, -1/+3Car dealers let people spoil "virgin" vehicles and test drive them. We're talking tens of thousands of dollars worth of equipment. Why? Because people don't expect vehicles to come without a little bit of dirt on the bottom - they're not as vain with cars, lets say.
For example, people will return a brand new mattress because the plastic it came in was a little torn. Superficial? Yes, but that's the market these days. With just about anything, superficial exteriors are far more important to them than a properly working model.
But *I* don't want to see a floor model. I want to see THE goods I'm purchasing.
Disclaimer: I worked in electronic sales. If someone wanted to see the item unboxed, we took it out of the back, and cut open the box. If there wasn't a sale, putting everything back in, PERFECTLY, and making it like new was a required skill. You should be able to supervise a customer, allow them to view the equipment with absolutely ZERO damage to it. I mean, people have to put it in the box at the factory, don't they?
Also, if kit was returned scratched or otherwise depreciated, we would not give a full refund unless there was a flaw with the equipment. Anyways, my point is you can't tell me that companies cannot display the exact kit that someone is going to purchase with near zero risk - it just means actually having staff who are competent and not LAZY to do it. - aamo, on 11/11/2008, -0/+2the problem is that its cheaper to deal with the odd and probably rare problem rather than to spend time double checking return that looks perfectly sealed.
- Kerrigore, on 11/11/2008, -1/+3Not really.
What should have happened was, when the item was returned, the contents should have been checked by the employee who took the return. At the store where I work, this happens every time, even if the box looks unopened (it's easy to shrinkwrap something, not so easy to explain why you took a potato back instead of a hard drive). The system also records the employee who took a given return, so if it turns out to be problematic there is a paper trail to follow.
Of course, we generally also trust our customers (I know it doesn't sound like it from the above, but we're protecting other customers as much as we are ourselves; it's just like checking signatures for credit cards) and have a fairly liberal return policy, which is one reason we're being targeted right now over places like Best Buy and Futureshop. - NicoNicoNico, on 11/11/2008, -0/+2They've always been so helpful to me. When I was trying to renovate my condo but wasn't entirely sure what I needed to build a new wall, an employee accompanied me around the store, put what I needed into a cart, helped me check out, and helped reserve a rental truck to get everything home.
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