Home Depot no longer gives true refunds. Is this possible?!

[Matty]

Wow, I didn't expect this coming. Over the past couple of weeks, we've had to return 3 different items that we bought at HD, originally with our credit card. All were unused, clean, complete, and with full receipts stating purchase only a matter of days prior.

What a shock I got when each time I was handed a slip showing about 50% refunded on MC, but the balance issued to me on their own HD gift card. I enquired each time, and they said "sorry, new policy".

Is this a big deal? MAJOR. Picture this scenario, and you'll agree:

Say you bought a $2500 fridge at HD. When the HD truck arrives, before they even get it off, you see the fridge is damaged. You say 'take it back'. This ticks you off, and you go to get a refund. Plus, you also decide you want to buy the next one from FS. Well, dammit, $1250 of your budget is now held hostage at HD, and you CAN'T BUY A NEW FRIDGE. Plus, you still have to find that extra $1250 to pay off your credit card statement!

Am I missing something here??

[lostskyline]

You're right: that new policy sounds unfair, and I wouldn't be surprised if there will be some (legal?) challenges to it. Why was HD so suspiciously quiet about this "new" policy coming in? Surely they must have known that there would be some fuss.

I noticed their refund policy a couple of weeks ago, and thought, "What's the big deal? It's a couple of bucks, and I'll find something else that I can buy with my store credit." But the scenario that you painted with the expensive appliance puts it in a new light for me.

Why don't a bunch of us write to HD's customer service and see if we can get it revoked, or at least some kind of reasonable explanation? With so much competition for our consumer dollars, they have to have someone explain it to them that they'll lose lots of customers to the new kid on the block, Lowe's, not to mention Rona, and any other retailers selling the same type of merchandise.

[Jucius Maximus]

Wow, I had no idea about this. :-0
Thanks for the info!

[enigma54]

When did this go into effect? I just returned a bunch of things on Friday and I was refunded the full amount like normal.

[mason]

I just returned a pack of shingles this morning.... full refund to my CC. must be an individual store policy, maybe they are experiencing return abuses.

[szuberi]

is this policy applicable to HD credit card only or to just about any mode of payment?

[garfield8]

I just completely renovation of a house and bought a bunch of excess lights and door knobs within the last 2 weeks. I also have to cancel the order on one oven range, since the old one turned out to be working fine.

I wonder if I can get my money back.

If I can't I will take all my business to Lowes and Canadian Tire in the future.

[kobe]

Paid debit this morning and got full cash back a couple of hours later for one of the items on the original receipt on Innes in Orleans.

[Matty]

is this policy applicable to HD credit card only or to just about any mode of payment?

For us it was all Mastercard purchases.

[Portwest]

I just returned a few things to HD today and got a full refund on my debit card. Maybe it's a new policy in only a certain location?

[inferno_gn]

Hi there,

Well, technically, if they didn't mention the policy before your purchase, they can't really change the policy after the fact.

Since you mention you bought a fridge, when it came, it was damaged and you refused (which is a good thing), you went back to ask for arefund, but they refused to do so (you didn't get your stuff). Did you even call your CC and do a chargeback, since you never did get the item, well, they did send it to you, but it's damaged and they bascially refund to refund you.

Ju Leon...

[CSK'sMom]

I'm tempted to think the OP was flagged for too many returns. Returns are tracked, just like Walmart and if abused they can refuse a return all together...

[Jucius Maximus]

This is not reflected on their website (http://www.homedepot.ca/webapp/wcs/stores/servlet/DisplayTemplate?storeId=10051&catalogId=10051&langId=-15&display=cust_supp_return_faq):


Items Purchased in Our Stores

For fast, easy returns, keep your receipt. It not only ensures that you get the proper credit for your purchase, but it also helps our Associates process your return quickly.
Returns with an Original Sales Receipt Within 90 Days of Purchase

Any purchase made by credit card will be refunded to the original credit card.

Any purchase made by cash will be refunded in cash; any purchase made by debit card will be refunded to the original debit card.

Any purchase made by a cheque that has cleared the 15-day waiting period will be refunded in cash.

Any purchase made by a cheque that has not cleared the 15-day waiting period may be refunded as a Store Credit.

Any purchase made by Store Credit, Gift Certificate or Gift Card will be refunded as Store Credit.
Returns with an Original Sales Receipt After 90 Days of Purchase

A Store Credit or credit to a Home Depot Commercial Credit Account may be issued for the original purchase price.*
Returns Without a Sales Receipt

If you made your purchase in the past 90 days by credit, debit, or cheque we may be able to look up your receipt for you.

If we are unable to look up your receipt because you did not pay with one of the options listed above, a Store Credit or credit to your Home Depot Commercial credit account may be issued based on the lowest selling price.
Exceptions

Some Special Order returns subject to 15% restocking fee. Cancellations may be subject to 15% restocking fee. See the Special Services Desk for details.

Custom made products: No returns.

Custom tinted paint department products: No returns.

[Wolfskin]

I am awaiting a 30% refund from them. I bought some paints and tools back in september ,worth around $800. I haven't received anything yet.

[clarke1866x2]

Easy solution: take gift card, buy something, return it and get half in cash and half on gift. Repeat until you have all your cash and a tiny amount on gift card.

[nyik]

take gift card, buy something, return it and get half in cash and half on gift

Don't they check that because you paid with a GC that they'll put that amount back onto the GC?

[mmhassa2]

I'm tempted to think the OP was flagged for too many returns. Returns are tracked, just like Walmart and if abused they can refuse a return all together...

That's the first thing that came to my mind as well. Since OP mentioned returning a few items, maybe their name was flagged. I doubt HD would change their policy as it would GREATLY affect their sales.

[Cheap Cat]

OP, I think you need to go back and find out exactly what is going on. Speak to the manager, district manager, whoever you need to, to find out why you were refunded this way. This is peculiar especially since others have received full refunds and their website doesn't reflect this policy change. I don't think one store can unilaterally change a fundamental policy like this. If you have been flagged, I think you deserve a warning first.

[MMMM]

Over the last few months I have returned many products to HD. Some inexpensive some reasonably expensive. I have had no problems. Even a busted toilet which had been installed (not used:cheesygri) was taken back. Many of these have been passed 90 days.


Originally Posted by CSK'sMom
I'm tempted to think the OP was flagged for too many returns. Returns are tracked, just like Walmart and if abused they can refuse a return all together...

HD seems confused enough where would they find the time to track returns. If so I am sure my wife and I would be flagged as we constantly buy products and return them.

[yvrwindsor]

Matty, where are you located?

[garfield8]

We just canceled an order for a range today. No problem with cancellation and refund.

[masterc]

OP, were the items "special order"?
There are restrictions on returning special order.

[Majoram]

Since August or so and up to yesterday, I've done MANY returns & purchases (more than 15, less than 30) and I haven't had any problems.

This includes tools that were on display, screws, opened packaging, brand new etc. Seriously doubt this is a new HD policy.

[Morphius909]

I'm in Reno land and we return things almost weekly. Some after we've torn up the package.

Zero problems with returns, they don't even ask "Why" anymore.

OP seems to be a special case.

[boyoflondon]

Easy solution: take gift card, buy something, return it and get half in cash and half on gift. Repeat until you have all your cash and a tiny amount on gift card.

If you buy $20 worth on a GC, you are going to get back $20 on a GC once you return the product. This is nothing new ...

[mason]

I'm in Reno land and we return things almost weekly. Some after we've torn up the package.

Zero problems with returns, they don't even ask "Why" anymore.

OP seems to be a special case.

LOL... when I did my basement I felt like Norm from "Cheers" every Saturday and Sunday morning for almost year.... TONS of buy/return cycles.

Zero problems with refunds. The only time it was at issue was if I didn't have my receipt, in which case I got a gift card. No probs, I'm just spending it again. And now.. they can look up purchases based on the card, and refund back to the card. So thats not an issue anymore.

[garfield8]

LOL... when I did my basement I felt like Norm from "Cheers" every Saturday and Sunday morning for almost year.... TONS of buy/return cycles.

Zero problems with refunds. The only time it was at issue was if I didn't have my receipt, in which case I got a gift card. No probs, I'm just spending it again. And now.. they can look up purchases based on the card, and refund back to the card. So thats not an issue anymore.

We were also in renoland and yesterday we bought back everything we didn't use. Same thing happened. I missed a couple of receipts and they just looked up the credit card. Customer service was excellent.

Lowes - for the one item we forgot to bring the receipt for, we got a GC. No biggie but not as good as Home Depot.

Guess who are we going to favor next time we do renovations again ?

If only businesses understand how IMPORTANT customer service is to their business. Make it easy and convenient and pleasant and you have customer loyalty and a good reputation (Someone should tell some windows guys )

[Little Tim]

We were also in renoland and yesterday we bought back everything we didn't use. Same thing happened. I missed a couple of receipts and they just looked up the credit card. Customer service was excellent.

Lowes - for the one item we forgot to bring the receipt for, we got a GC. No biggie but not as good as Home Depot.

Guess who are we going to favor next time we do renovations again ?

If only businesses understand how IMPORTANT customer service is to their business. Make it easy and convenient and pleasant and you have customer loyalty and a good reputation (Someone should tell some windows guys )

During our extensive renos over the summer we've had the opposite experience. Lowes (Castlefield location) has been truly amazing with their customer service including numerous returns with no receipt (full refund - no questions), reprinting of lost receipts, and even an exchange of custom blinds when we didn't like the colour!

HD has been a different story. Returns have been OK (some questions now and again), but finding anyone on the floor that can give you proper service is almost impossible.

Lowes is officially our new favourite hang-out!

[garfield8]

During our extensive renos over the summer we've had the opposite experience. Lowes (Castlefield location) has been truly amazing with their customer service including numerous returns with no receipt (full refund - no questions), reprinting of lost receipts, and even an exchange of custom blinds when we didn't like the colour!

HD has been a different story. Returns have been OK (some questions now and again), but finding anyone on the floor that can give you proper service is almost impossible.

Lowes is officially our new favourite hang-out!

The Lowes we went to is at Steeles and Markham Rd (?). The HD we went to was on Markham Rd & Hwy 7 (?). Maybe different stores have different standards and maybe the CS people has some discretion.

We usually try to use Rona (being Canadian and all that) before and they are good until the one time some CS manager gave us a hard time regarding one the warranty of one of their own brand faucets. The thing with a lifetime warranty keep breaking down. The CS manager at McNichol and Midland wanted the receipt and all that. I said, it says clearly on the faucet it is your brand and you have a lifetime warranty. Are you going to honor it or NOT ? What was that receipt for but an roadblock to make it difficult and not honor your warranty ? And I thought we deserve an apology for getting a crappy product. If they sold a good product in the first place we won't have to waste OUR TIME and gas to go to the store for exchange. That CS manager keep trying to find excuses to why the faucet didn't work.

After going back to the store twice because the exchanged part didn't work properly again, in the end we went over his head to the store manager which he approved with no excuses or lectures on receipts.

But Rona lost our business after that episode. And all our new faucets are Moen now.

CS is so important.

[attitude21]

we always purchase extra "just in case" when we do renos, of which we have been doing lots.

Lots of returns, 99% of the time with receipts. Never had them question a return, never had them not return something. Never had anything less than a full refund. Talk to the manager.

[Diamondog]

Easy solution: take gift card, buy something, return it and get half in cash and half on gift. Repeat until you have all your cash and a tiny amount on gift card.

They would just keep returning gift card, you cant get cash back on a gift card purchase....

[Diamondog]

Wow, I didn't expect this coming. Over the past couple of weeks, we've had to return 3 different items that we bought at HD, originally with our credit card. All were unused, clean, complete, and with full receipts stating purchase only a matter of days prior.

What a shock I got when each time I was handed a slip showing about 50% refunded on MC, but the balance issued to me on their own HD gift card. I enquired each time, and they said "sorry, new policy".

Is this a big deal? MAJOR. Picture this scenario, and you'll agree:

Say you bought a $2500 fridge at HD. When the HD truck arrives, before they even get it off, you see the fridge is damaged. You say 'take it back'. This ticks you off, and you go to get a refund. Plus, you also decide you want to buy the next one from FS. Well, dammit, $1250 of your budget is now held hostage at HD, and you CAN'T BUY A NEW FRIDGE. Plus, you still have to find that extra $1250 to pay off your credit card statement!

Am I missing something here??

File a dispute with your credit card company, you will get the money back...

[onlineharvest]

Returned something today, paid by VISA, refund in full. Your experience appears to be unique...

[Neil]

I've built pretty much 2 houses worth of stuff on Home Depot/Rona the last couple years. Returns have been fine... up til a few weeks ago.

Got a surprise trying to exchange a defective Home Depot branded item without a receipt. Usually they look it up and no problem.

We're not even talking about getting cash back here, just exchanging the bad item for the good. And it's not like the item was bought somewhere else, it's Home Depot brand right?

This time, they said no receipt, no exchange. No willingness to even look it up on the system.

I thought it was just a clueless CSR, as they have been having trouble getting decent staff lately.

But when I tried doing the same exchange another day, that CSR involved the supervisor who reiterated this so called policy.

So not sure what is going on there. Maybe some regions have started instituting their own crazy return policies. For now I'm just chalking it up to new staff who don't know better.

This happening prior to any ID being presented, so I don't think it's a case of hitting a maximum number of returns.

The easy returns is a great convenience as I probably have in excess of 1000 HD receipts, maybe more? They fade, or turn black, and the item descriptions are cryptic at best. So locating 1 specific receipt out of a box full is insanity.

The funny thing is their smooth returns policy has led me to buy more, and return less. I impulse buy stuff, getting 6 when I maybe need 4. I keep items around for a rainy day cause there's no urgency and then end up keeping them. At Canadian Tire where returns are almost like a death battle, I make sure to return every unused item by the deadline or items I think have a chance of not being used get returned too.

[Neil]

This prompted me to do a couple returns that have been bouncing around in my truck, no receipts for either, from purchases about 2 weeks ago.

When I rolled up, there was an exasperated customer going through a *thick* file of receipts trying to find the one that would satisfy the returns clerk. I prepared myself for problems.

The first return was a breeze, clerk looked it up and did it.

Second was trickier as it was to return & resell some items where the price had dropped and apply some coupons I brought in. I didn't have the items present so the clerk had me retrieve them from the store shelf so she could scan the bar codes.

It took a lot of keying and screen tapping but she zoomed through it.

Near as I can tell the returns is down to the skill and attitude of the clerk. In this case I got an experienced and skilled clerk. She's done returns for me in the past and knows her stuff.

As for the lady scouring through receipts, they explained it was a custom order which can't be returned the normal way.

[Neil]

The Lowes we went to is at Steeles and Markham Rd (?). The HD we went to was on Markham Rd & Hwy 7 (?). Maybe different stores have different standards and maybe the CS people has some discretion.

We usually try to use Rona (being Canadian and all that) before and they are good until the one time some CS manager gave us a hard time regarding one the warranty of one of their own brand faucets. The thing with a lifetime warranty keep breaking down. The CS manager at McNichol and Midland wanted the receipt and all that. I said, it says clearly on the faucet it is your brand and you have a lifetime warranty. Are you going to honor it or NOT ? What was that receipt for but an roadblock to make it difficult and not honor your warranty ? And I thought we deserve an apology for getting a crappy product. If they sold a good product in the first place we won't have to waste OUR TIME and gas to go to the store for exchange. That CS manager keep trying to find excuses to why the faucet didn't work.

After going back to the store twice because the exchanged part didn't work properly again, in the end we went over his head to the store manager which he approved with no excuses or lectures on receipts.

But Rona lost our business after that episode. And all our new faucets are Moen now.

CS is so important.

You make some great points. But considering that when you put your request to the manager and it was handled just right, that should be a point in favor of preserving your business there? Every place makes mistakes, and it sounds like they corrected it.