Shawna (sabowin) wrote in bad_service,

WTF from Home Depot

I wanted to replace the cheap, ugly, and bent towel bars in my bathrooms in the house I just bought. I found some I liked and bought the longest size, but it turns out they're too short. So I returned the package I hadn't opened, and discovered on Home Depot's website that you can buy just a bar, and swap it out using the same holders that attach to the wall. Perfect for my situation! So I ordered a 30" double towel bar set for my bathroom, and just the replacement 30" bar to use in my son's bathroom along with the already-opened kit.

The double bar kit arrived, and seems to be fine (I haven't actually installed it yet, but that's neither here nore there). I waited a few more days, but the replacement bar had still not come, so I found my shipping notification e-mail, and it had a link to track the package (via US mail), and it shows it was delivered a week or so ago in Georgia. I am in Oregon. I have no idea where the package was shipped from, but obviously in any case, Georgia is nowhere near Oregon.

I sent an e-mail to their customer service, from a link provided in that same shipping confirmation e-mail: I still haven't received the 30" towel bar after receiving the notice that it shipped 11 days ago, so I tracked the order, and the USPS tracking site says the shipment was accepted/picked up at 2:13 p.m. on July 14, 2011 in Atlanta, GA. The order was supposed to have been shipped to Bend, OR. Could you please send another towel
bar to the correct address? Thank you!

They replied:

Thank you for your email to The Home Depot Online Customer Support.

We apologize for any inconvenience. After further research, the 30 in.
Towel Bar in Brushed Nickel from order W131252739 was shipped by UPS
Mail Innovations. The carrier then transferred the package to your local

the United States Postal Service for delivery. We ask that you please
contact your local post for further delivery information regarding the
delivery of your item. We hope that this information has been helpful.

If you need additional help or have any other questions, you can simply
reply to this email, or call us between 6 a.m. and 2 a.m. eastern time
daily at 1-800-430-3376.


Rakaylyn Online Customer Support

So I replied to the e-mail:

I don't think you read my e-mail. The USPS website has tracking
information for the package, and says it was delivered to Georgia, but I
live in Oregon (and the shipping address was Oregon). I think the USPS
has lost the package somewhere along the way, and would like Home Depot
to send me another towel bar, to the correct address, and to request
compensation from USPS.

Thank you.

And I have received another reply from them:

Thank you for your e-mail to The Home Depot Online Customer Support.

We have initiated a return for the Jamestown 30 in. Double Towel Bar in
Satin Nickel from your order W131252739. We investigate this matter.
Once we have completed the research on your delivery status, you will
receive credit after our vendor verifies the item was not delivered to
you. We apologize for the inconvenience this may have caused you. If you
would like to place an order for the items, we invite you to call our
Online Customer Support Department at the number listed below. A
representative will be glad to assist you.

If you need additional help or have any other questions, you can simply
reply to this e-mail, or call us between 6 a.m. and 2 a.m. eastern time
daily at 1-800-430-3376.



So apparently I'm supposed to place the order again and just hope they decide to credit my account? Granted, this item came to barely over $10 even with shipping, so it's more the principle of it, but why should I have to be out the money twice (and hope they manage to deliver it correctly this time), because either Home Depot screwed up and slapped the wrong label on the package, or the USPS screwed up and lost my package and scanned it in as delivered in Georgia? I think I'll call them at this point, since they clearly have the reading comprehension of a box of hair, but it's rather frustrating.
  • Post a new comment


    Comments allowed for members only

    Anonymous comments are disabled in this journal

    default userpic

    Your reply will be screened

    Your IP address will be recorded